So, when I get good customer service, I like to shout it out. And when I get bad service, I like to shout.
So, let me do both here. Se, my beloved Nest started having a hard time. A little red line appeared on the display. See?

So I emailed Nest. They politely emailed back asking for a picture. I sent it and they immediately owned up to it being a manufacturing error. Holla! That never hapens! And, then, even better, they emailed to say that they'd happily replace it. All I had to do was call and they'd ship me a new one overnight. Ah-mazing.
So I did. Called that is. And the customer service guy was nice as pie, he even walked me through how I could access my serial number online (while I was at it I turned down the heat since the Bun was at a playdate...ahhhh, Nest!).
But then, things went a tad sour. After he had the serial number and my address and all that, my friend at Nest said he could not find my order. Well, I said, that's because I bought it through Best Buy. Ohhhh, he said, then you have to do the exchange with them. My heart sank just thinking about entering a Best Buy. And then I remembered that when I bought the Nest, the only way I could have done so was through Best Buy, Nest itself was not shipping them and their website was what led me to Best Buy in the first place. So I mentioned that.
No sympathy.
So I clicked over to Best Buy to see what their return policy was. And? And?!?! They have no Nest thermostats in stock. So, I say to my guy, "they have none to exchange it with!" And he's all like, "Oh, I know, Best Buy will not be restocked until we ship to those on our waiting list here." Oh, so you knew they had none but you just told me to go get a new one from them?
Right.
Well, he said, I'm sure they will give you something in the meantime, so that you are "not without heating and cooling." Oh, sure, Best Buy, those scions of customer care will give me what, a Honeywell thermostat to use for a few months until they can send me a new Nest? Sure they will, buddy, sure they will...if this were the land of milk and honey and not reality where Best Buy will maybe take my Nest back and tell me I'm welcome to buy a toaster for all they care about my "heating and cooling."
Sheesh.
So, flash of insight - I say, "Hey, guy, why not just sell me a new one, send it out and I'll then take the crappy one back to Best Buy?' Sure he says, that will work. But, we do have a waiting list for the product that is several weeks long.
?!?!?
At the beginning of this little convo, you may remember, they were going to send one to me overnight. What gives? Well, he says, we have some units for existing customers with problems, but in this case you'd be a "new customer." Head slap to forehead. Really. Are you not looking at the picture of my Nest right now? Are we not both logged in to my Nest right now. Could you not, actually, change the temperature in my house right now should you have the urge?
Supervisor, please. (And here I should note that I was super polite, although late for dinner and increasingly incredulous.)
Cue a 10 minute wait on hold. Ten.
ANd then? My pal comes back on to tell me that he's sending me over to "Tier 2 Technical Support" where they will arrange for my new Nest to be sent overnight. Yay! Logic prevails! In my head I imagine that when the customer service guy actually had to step back and explain to his supervisor what was happening, he saw the light.
Or maybe he just had to pee and wanted me off the phone. Whatever. I got me a new Nest!
(I have some pictures of the Nest online control site in action, too, I'll share that soon.)