*Use your discretion and modify the statements according to the

customer's situation on the chat. Take help from a Senior Support if you are
unsure how to use any statement.

Chat Opening statements

(Customize the issue type) (Empathy is mandatory for all issue types if Cm
mentioned inconvenience)

Hi {%CustomerName%}, thanks for contacting Google Nest. This is

{%AGENT_FIRST_NAME%}, I'm here to help.

I see you're contacting us about ************ Can you tell me more about it?
(Enter the customer query in the middle)

I see you have contacted us regarding your thermostat. Let me review your comments
on the contact us card so I can help you fix this.
I see you are contacting about your previous case no. 00000000. Please allow me 2
minutes while I go through.

Customer Disconnected: I'm sorry that you got disconnected. I'll do my best today to
help you get your issue resolved.
Would you mind if I put you on hold for two minutes while I review the previous case
documentation?

Wait For Statement: (In Case Of Chats Waiting In Queue)

Sorry about the long wait time today, we appreciate your patience and understanding
during this time.
OR
We appreciate your patience for waiting in the queue. We had an unprecedented
number of customers contacting us today. Now that we are connected, I'll be happy to
assist you.

Case Notes Template:

Customer’s issue :
Probing questions :
Wiring configuration :
Troubleshooting :
Resolution :
Pre-closing statements:

For resolved chats:

● Is there anything else I can help you with today?

● It has been a pleasure! I'm here for you if you have any other requests for me
● If you have any further questions, I am happy to help you
● Do you have any more questions for me at the moment?
● Do let me know if you have any more questions for me? I'm always happy to help
you

For unresolved chats:

Before I help you with the reference case number, may I know if you have any other
questions for me today?

Closing: (Mandatory)

(Don’t make any changes while sending the survey statement to the customer)

Survey : There’s a short survey coming up. Google Nest would appreciate your
feedback about your experience today. Thanks for contacting Google. Have a great day!

No survey : Thanks for contacting Google! It was a pleasure chatting with you. Have a
great day!

[ Note : Please make sure to end the chat within 5 seconds upon sending the
closing statement ]

Most Important question:

Is the thermostat new, or has it been installed/working for some time?

Is it the first time you’re trying to install the thermostat?

No Response:

1. Not to rush you, are we still connected?

2. I haven't heard from you in a while. Are you still with me?
 3. It looks like you may have left the chat. To assist other waiting customers, I'll
have to end our session if I don't receive a reply from you. No worries - you can
always start a new chat with us when you return

Empathy and Assurance Statements:

I regret the inconvenience caused. I am glad you reached us today. I will assist you with
your “Paraphrase the issue”

I am glad you reached us today. It's our sincere endeavor to give you a great
experience and help you with the required information.

I understand how inconvenient it could be when the thermostat doesn’t work as

expected, I will do everything possible to help you fix the issue.

I can understand the inconvenience that you've experienced. It'll be a pleasure to

continue assisting you. I’ll help with the best possible solution available for you.

I regret the inconvenience. I am glad you reached us today. Let me check what best I
can do to resolve this issue.

I understand how inconvenient it must be, let us figure out why this is happening. I will
do my absolute best to get this resolved for you.

I genuinely understand the inconvenience you have faced. I'll do everything I can to help
you today.

I know this may seem difficult. No worries, I'll take care of it for you.

Requesting Serial Number:

Please share the serial number of the Google Nest Thermostat, you can find it on the
rear side of the thermostat display or on the box.

You can also get this from the Nest app by going to “settings” by selecting “Thermostat”
in the app after which you can find the option called “Technical info”, then please select
“display” if the product is added to the Google Nest Account.

However, you can check the serial number from the Google Nest Thermostat:
• Go to the Main Menu
• Look for the (gear icon) "Settings"
• Turn the ring to the right, look for "Technical Info"
• Tap on "Display"
• You will see the Serial Number starts with 09, 15AA, 02AA or 0A

Nest Thermostat access:

Please make sure you switch OFF the breakers to HVAC before you touch any wires.
OR
Turn off power to your system at the fuse box or system switch. This will help prevent
damage to your system and help keep you safe.

Grasp the display's metal outer ring with your fingers and pull directly away from the
wall, leaving the base behind.

Hold the display's metal outer ring and pull it away from the wall, leaving the base
behind.
The thermostat display should pop right off the base.

********************************************************************

Picture request:

Please help me with the physical wiring picture of the Nest Thermostat.

You might see an option to upload the picture here in the chat window. If not, let me
know once you've the picture ready. I'll send you an email and you can revert with the
picture requested.

**************************************************************************

Email statements:

[ENSURE TO HIT, [Ctrl +A] → “ ” BEFORE HITTING BUTTON IN EMAIL]

Thanks for reaching out to the Google Nest Customer Care Team. Please attach the
picture to this email and revert.

Thanks for reaching out to the Google Nest Customer Care Team, please find the
attached image of the wiring guide.
[Reference] List of CR emails for Nest Thermostat : (IMPORTANT)
https://support.google.com/googlenest-thermostat-kb/answer/9917951?hl=en

For chats disconnected with No response of more than 6 or 11 minutes:

Thanks for reaching out to the Google Nest Customer Care Team, our chat session got
disconnected unexpectedly. However, if you need further assistance please chat with
us again and help us with Case ID via live chat. So that the next agent will pick up from
where we left off.

Other Country Customers:

I’d like to inform you that you have contacted US/CA support. Since the device is
manufactured for the UK, I can help you with the basic support but if you need any
country-specific troubleshooting steps, I will need to refer you to the UK Support as a
point of contact. This will ensure proper procedures are followed to get you the best
service you deserve.
Here is the support number: +44(0) 808 169 2307. They are available from:
08:00-19:00 GMT Mon-Fri and 09:00-17:00 GMT Sat-Sun.
UK Support link: https://support.google.com/googlenest/contactflow?hl=en-GB
*change the country name for other country customers

Shipment Time Frame

Extended warranty replacement Overnight
Two days shipping (or local
Spare part replacement equivalent)
Standard exchange Two days shipping (or local
replacement equivalent)
Advanced replacement via Cart Two days shipping (or local
link equivalent)

[Process] How to process and manage RMAs in Connect Cases (Article for reference)
https://support.google.com/dscc-policy/answer/7409924?hl=en
RMA METHODS:

We can process a replacement for the Nest Thermostat in either of the below
mentioned two processes.

The first option is Advanced Exchange replacement. With Advanced Exchange, we’ll
help you with a link to order your replacement device and it will be shipped to you
before you send us your defective device back. For this, you need to have a Google Pay
account.

Please note, this option will require an authorization hold on a credit or debit card for the
full cost of the device. But once your defective device is returned, the authorization hold
will be removed from your card. To be clear, this hold is not a collected payment so the
amount will not be deducted from your account. It would take anywhere around two to
seven business days to receive the unit, when the cart link gets processed.

The second option is Standard Exchange. With Standard Exchange you’ll send your
device back to Google, and once received and inspected, your replacement device will
be shipped to you. With Standard Exchange, there is no need for an authorization hold,
but it may take anywhere from five to 10 business days from start to finish which is also
dependent on how rapidly you use your shipping label in returning the component. Once
we receive your affected unit at the warehouse, your replacement device will be sent in
2 days or as per the local equivalent shipping.

With that being said, please let me know how you want to proceed with your
replacement so I can process it immediately.

● If you choose the Advanced Exchange, your payment method will be through
G-Pay. If you don’t have it setup already, it wouldn't take us more than 2 minutes
to create one
● The following link should help you with this process : https://pay.google.com

Let me know if the above link is accessible.

Optional : How to set up Gpay https://support.google.com/pay/answer/7625055

[ NOTE : Please make sure that the customer account is authenticated before
processing any replacement ]
ADVANCE EXCHANGE:

Help me with the following details to complete the replacement process:

• First and last name.

• Phone number
• Email address linked with Google Pay
• Shipping address

STANDARD EXCHANGE :

Could you please help me with the details below, so I can request the concerned
department to have your Nest Thermostat Display/Base replaced?

• Full name
• Phone number
• Email address linked with Google Nest account
• Shipping address

Thank you. Please allow me a minute or two while I raise a ticket to our concerned
department.

Google maps reads your address as the following for shipping purposes. Is this correct?

The shipping charges have been taken care of and it is for no cost. A prepaid return
shipping label will be sent on your email.

I have successfully processed a replacement for the Nest Thermostat Display/Base on

my end.

[The below statement shouldn’t be used for the cases where RMA was processed through
Hardware order workflow].
If the RMA request submitted through Consult form :

It would take 24 hours for the dedicated team to review the case and get back to you via
email.
ADVANCE EXCHANGE :

You have to return your device within 21 days, after your replacement order ships. The
21 day count begins from when the replacement device has been shipped.

If the RMA was processed through HOW :

[The below statement shouldn’t be used for the cases where RMA was submitted through
consult form]

Modular(Only Display / Base)/ Full Unit Advance exchange RMA : You can expect
the order related emails approximately in the next 30 minutes. One of the emails will
contain the cart link which helps you in ordering the replacement unit.

The cart link will be available for 72 hours and the URLs start with
store.google.com/replacement. If 72 hours have lapsed, you need to contact us back,
and we'll resend the cart link.

Please proceed to checkout only if the replacement cart link says "replacement" and
make sure to review the shipping address on the cart link.

An authorization hold for the cost of the product is applied to your form of payment.
Once you have initiated shipment of the defective device (like when it is scanned in at
the post office or picked up by the courier) the authorization hold will be dropped.

Authorization hold is dropped when Google receives a signal that the old device has
been received. Usually, it takes 7 days, however the exact number of days differs by
credit card companies.

You will receive a confirmation email shortly with a prepaid return shipping label
attached to it. Another email with tracking details will be sent once the order is shipped
from the warehouse.

***Canned Response (CR) [HW650]***

“Provides customers info about the Advanced Exchange RMA.”
***************************************************************************************************
STANDARD EXCHANGE :

If the RMA was processed through HOW :

[The below statement shouldn’t be used for the cases where RMA was submitted through
consult form]

You can expect an email to hit your inbox within 30 minutes with the return shipping
label, which helps you send the old unit back.

Once you have initiated shipment of the defective device (like when it is scanned in at
the post office or picked up by the courier), the replacement device is automatically
shipped from our warehouse which would take 2 days for shipping.

Send the customer return labels and instructions using :

***Canned Response (CR) [HW651]***
************************************************************************************************

***Mandatory*** :

To find the latest updates on your replacement or return, you can check the status of
your request on the following link:
https://support.google.com/store/answer/6160400/repairs-replacements-amp-warranties

You will need to enter your order confirmation number, which you can find in the
confirmation email from Google Store, once the request gets processed.

Let me know if the link is accessible and please bookmark it.

(FOLLOW 5-4-1-1 when you ask customer to access the link)

Regeneration of Cart link / Shipping Label :

MAKE SURE WE HIT “DIFM” BUTTON AT LAST WHILE RE-GENERATING CART

LINK OR SHIPPING LABEL IN HOW.

I’ve successfully submitted the request to re-generate the replacement order cart link on
your email from our side. You can expect an email within 30 minutes.

I’ve successfully submitted the request to re-generate the shipping label on your email
from our side. You can expect an email within 30 minutes.
Note : Ensure to send RMA Status link on the chat after regenerating the cart
link/shipping label.

POSITIONING EXTREME DELAYS :

We are currently experiencing longer delays in processing replacements than expected,

but we are working hard to process requests as quickly as possible. Please look for an
email for further instructions, once the replacement has been processed.

If the customer is concerned about being charged when we receive their

original device

You can say: "The RMA that was issued to you covers your specific device issue.
As long as the issue is isolated during the device inspection at our warehouse, you
may stay assured."

For Display:

I would like to also request to remove the current thermostat from the account and add
the replacement to avoid confusion. It would be just plug and play with the new display
followed by a series of simple questions which I bet would be as smooth as butter.

Any information learned by the previous display will need to be relearned by the
replacement display.

Note : Keep in mind, you would just need to send in the thermostat display as the
replacement. (If the RMA was only processed for Display)

For base:

I will send you the setup instructions and the wiring guide to your email address, which
will help you in installing the Nest thermostat base once you receive the replacement.

Please turn off the power breakers before making changes to the wiring while installing
the thermostat.

Note : Keep in mind, you would just need to send in the thermostat base as the
replacement. (If the RMA was only processed for Base)
RMA Email :
[ENSURE TO HIT, [Ctrl +A] → “ ” BEFORE HITTING BUTTON IN EMAIL]

Thanks for reaching out to the Google Nest Customer Care Team. The following links
will help you with the installation and set up of the thermostat.

Please turn off the power breakers before making any changes to the wiring while
installing the thermostat.

● How to install your Nest thermostat

● How to set up your Nest thermostat
● Remove a product from your account

To find the latest updates on your replacement or return, you can check the status of
your request on the following link, once it gets processed. You will need to enter your
order confirmation ID, which you can find in the confirmation email from Google Store.

Repairs, replacements & warranties

Following procedure will help you in returning the unit.

1. An email with a prepaid shipping label will be followed up on your email

2. Place the affected thermostat unit/part in the same box in which you receive your
replacement product or you can use any other spare box
3. Drop the package at a nearby FedEx or UPS store using the shipping label

<< Document the setup instructions in your case notes.>>

****************************************************************************************************

Spare Parts Shipping Expectations :

Once the order is processed at our warehouse, It would take 1-2 business days to ship the
order to your home and the 2 day duration begins from the time you receive a confirmation
email from the Google store.
Proof of ownership:

For documentation purposes, please help us with the below information mentioned on a
white paper.
1. Take a white paper and mention the last five digits of Case ID : 000000000 and serial
number on it
2. Place the thermostat on that sheet of paper, in such a way that it displays the serial
number of the thermostat which is at the rear side of the thermostat and click a picture
to send it to us

(2nd Gen): For documentation purposes, we will need the below information mentioned
on a white paper.
1. Take a white paper and mention the last five digits of Case ID : 000000000 and serial
number on it
2. On your thermostat display, go to ““settings””, “”technical Info””, ““display””
3. Once the serial number is displayed, place a white sheet of paper with the
above-mentioned details next to the thermostat’s display and click the picture to send it
to us

**********************************************

Transfer chat:

I would be more than glad to assist you, but apparently you are having concerns about
your Nest XXXXXX. You are now in the department of Nest Thermostat. Could you
allow me to transfer you to the right department?

If yes : Thank you. Please be online while I transfer this chat.

Customer: Why can’t you help me?

I would like to inform you that you have reached Nest Thermostat support. I wish I could
help you with this today. However, our product experts would be the right ones to help
you in the best possible way.
Compatibility Check:

Click below, for the latest updates :

[About] Determining compatibility (all regions)

I'll be happy to help you in checking the compatibility of the Nest Thermostat with your
HVAC system.

Only ask, if cm didn’t mentioned it in contact us form or on the chat :

Have you tried our online compatibility checker before contacting our support?

Refer to: https://store.google.com/us/widget/compatibility/thermostat?hl=en-US&GoogleNest

If yes : What did the compatibility checker direct you to?

If Not : Did you use the setup flow in the app and check compatibility?

Have you purchased the Nest Thermostat already or are planning to buy one?

If a customer is planning to purchase: It's good to know that you're choosing Google
Nest as a part of your family.

If the customer already purchased: Thank you for choosing Google Nest for your
home needs.

Planning to : May I know which model of the Nest Thermostat are you interested in?

Would you happen to have a picture of your existing thermostat wiring?

This will help us find the functionality of each wire connected to your old thermostat.

Thank you so much for the picture, I just received it.

I'm checking the wiring picture you've provided, could you please allow me 2 minutes to
go through it?

While you wait, please help me with the make and model of your existing thermostat.

If a customer asks why: To check if you’ve got a low voltage system (20-30 V).

You will find the model number of the thermostat on the rear end of its faceplate.
Optional: So, we can make sure if your thermostat wiring is providing 24V supply as
Nest supports low voltage systems. We need the make and model of your AC and
heating unit to ensure compatibility.

Could you help me with the make and model of your AC and heating unit, please?

If a customer asks why: We need to ensure that your system is not in the list of
incompatible systems with Nest before confirming the compatibility.

We’d need the make and model of the AC and heating unit so we can dig up an extra
mile about your system from our end since few units are incompatible with Google Nest
Thermostat.

Path 1: The AC make and model can be found on a sticker attached to the compressor
outside of your house. The furnace can be in your attic or basement.

Path 2 : You can even find the make and model of the unit through the home inspection
report, or manuals or from the AC and heating unit label itself.

If there are only two wires connected like R and W, ask this question to the cm:
Do you have an older gas furnace built into the wall or the floor?

Tracing Control board wiring:

Could you please trace out the wires from the thermostat base to which terminal they
are connected at the AC and heating unit system end?

"This is when you require him to provide the control board wiring picture"
It is similar to a computer motherboard. It will have many wires going in, similar colored
wires and labeled terminals like on your thermostat. It will be somewhere near your
furnace and likely behind a latched door or panel. You may need to remove some
screws to access it. Once you are done accessing it, you will want to ensure if any
doors or panels are latched or screwed shut. Once you've confirmed this, you can turn
on the breaker.

***********************************************************************************************

If Cx provided wiring with “O” or “B” or “OB” terminals which indicates heat-pump wiring,
request for make and model of the outside unit and if you’re unsure whether they have a
heat-pump unit or not use the following probing questions.
Could you tell me if you have a different system for both heating and cooling or a single
unit for both?
"If you aren't sure from the wiring picture as well as the control board wiring picture."

Dual fuel question

Do you have any additional source of heating like a gas/oil furnace or is your system
totally electric?

"Only required when the customer has a heat pump(OB) and an additional source of
heat(OB + W1 or W2 or *Star) ."

******************************************************
Thank you so much for providing me with all the information I needed. Appreciate your
efforts.

Wonderful News!

Your thermostat wiring is compatible with Nest. Welcome to the Google Nest family.

Just a moment, there is something I would like to do just for you.

I would like to send you the wiring guide in your email, which will help you on how your
Nest Thermostat should be wired.

If There’s a Jumper Wire :

Please remove the jumper wire connected between RC and RH terminals on the old
thermostat. That isn't required to be connected to the Nest Thermostat.

Nest Thermostats are designed to work without jumpers.

Heads Up! Please make sure you turn OFF the power breakers while wiring the device
for your safety.

Your thermostat wiring diagram is on its way to the email you provided. Would you like
to check and confirm?

Great! I’ve also sent you a few links to help you get the best out of the Nest Thermostat.
I'm sure you and the rest of your family members will love Nest and its features!

*** IMPORTANT (If the customer has product handy) :

You don't have to stay on the call or chat for the entire installation, just make sure
that the customers are comfortable with the installation process and send them
this CR [NT404] so they can refer to it while they install the thermostat at their own pace
if the customer has the Nest Thermostat on hand.

[ARTICLES FOR AGENT REFERENCE ONLY]:

● How to Identify a thermostat wire [DO NOT SHARE THIS WITH Cm]
● Functionality of the thermostat wires
● Thermostat and HVAC system related encyclopedias [DO NOT SHARE THIS
WITH Cm]

If there’s a Equipment Interface Module [ex : R & C, W & B wires, E1 & E2 wires]:

There might be an Equipment Interface Module unit installed between the thermostat
and HVAC system. If yes, we need to remove the EIM and install the Nest Thermostat. I
request you to contact the Nest Pro or the HVAC Technician to install the Nest
Thermostat.

Recommend Nest Pro [Click here to get the statements that needs to be shared with Cm]

Proprietary System [A,B,C Or 1,2,3]:

From the wiring picture you've sent. Apparently you're using a proprietary system, I've
checked this with my resources as well to help you better today.

For Nest Thermostats, we have terminal labeling as Y1 for cooling, W1 for heating, G
for Fan, R for power and C for common wire like that. As per your Old thermostat, you
can see the terminal labelings are different. In this case we need to make sure of the
functionality of the terminals and install the Nest accordingly.

If it is okay for you, let's turn off the power breakers and trace back the wires to the
control panel at the HVAC unit.

If we can find the terminal labeling as Y, W, G, R like that at the control panel end, we
can rewire the Nest Thermostat accordingly and install it.
If that doesn't work, I request you to check with an HVAC tech or a Nest pro, who is a
Nest certified HVAC tech. They can help you with the terminal functionality and
installation of the Nest accordingly.

Recommend Nest Pro [Click here to get the statements that needs to be shared with Cm]

I see that you have a proprietary system while Nest Thermostat is incompatible with
proprietary systems.

Few heating and cooling systems use their own proprietary communication protocols
instead of commonly accepted standards.

Nest Thermostats are compatible with universal standard wiring like W1,Y1,G,R,C etc.
Your current wiring says that it is a proprietary system(Not an universal standard wiring
setup). Hence, it would not be compatible with the current wiring system.

Incorrect settings in Setup can cause your HVAC system to malfunction and may impact
it. We strongly recommend getting it checked by trained installers to see the possibility
of making it compatible.

Proprietary systems aren’t compatible with Google Nest Thermostats. However, some
proprietary systems can be rewired by a pro installer to be compatible.

Recommend Nest Pro [Click here to get the statements that needs to be shared with Cm]

Confirm with the customer: Let me know if the above link is accessible.

(FOLLOW 5-4-1-1 when you ask customer to access the link)

If Cm don’t know which thermostat to purchase :

In this case, I'll go ahead and send you wiring guides for both the models of Nest
Thermostats, so you can install it accordingly.

I've sent the custom wiring guide to you, could you please check and confirm if you’ve
received the email?

Please make sure you are not getting disconnected from chat, while you are checking
the email.
Comparing Thermostats :

I think both are great thermostats, and easy to control from the Nest app, and both have
the same proven energy-saving features. Depending on your design preference and
system compatibility, you might choose one over the other.

https://store.google.com/us/magazine/compare_thermostats?hl=en-US&GoogleNest

Nest Thermostat (2020) [Internal only article]

The Nest Thermostat provides comfort at home while still being energy-saving at no
more than $129.99. It provides an efficient yet affordable choice to households that are
interested in a smart thermostat without going over the budget.
https://support.google.com/googlenest-thermostat-kb/answer/10146239?hl=en

Difference between NLT and NTE

Besides the price, the Nest Learning Thermostat display’s material comes with a white,
copper, black, or stainless steel metal polished finish; the Nest Thermostat E has a
white ceramic-feel finish.

Also, the Nest Thermostat E doesn't have Farsight, which shows the time, temperature
or weather when you approach the display.

Regarding the size, the Nest Thermostat E is smaller (3.19 in (8.1 cm)) than the Nest
Learning Thermostat (3.3 in (8.4 cm)). Software wise, they are the same and have the
same features.

In Nest Learning thermostat, we have terminals to control 2nd stage cooling or heating
along with a heat pump and also Emergency heating. For Nest E, we can either use 2nd
Stage heating/cooling or Heat pump alone.

I am sure that once you install it, you'll love it's features and will also enjoy it's remote
access via any smart device such as your phone or computer.

> How to tell which Nest thermostat you have :

https://support.google.com/googlenest/answer/9246551?hl=en

Differences between 2nd gen and 3rd gen:

The Nest Thermostat 3rd Gen has in-built Bluetooth which helps to communicate with
Nest Temperature sensors.

The 3rd gen Nest has multiple colors available like Stainless steel, White, Black,
Copper, Polished steel.

Compared to 2nd Gen the 3rd Gen has a broad display view and the motion sensor line
also won’t interrupt the display view.

Out of warranty Thermostat (For Second Generation) :

Thank you for your time, and as we have exhausted all our troubleshooting steps, the
next best step is to get a replacement. However, your thermostat's warranty has
expired. In this case, I recommend that you purchase a new thermostat. Over the last
few years, Nest has launched new models of the Nest Thermostat, which have the
latest features, functions, and even aesthetics. There are even models adjusted to the
customer's lifestyle. Best of all, It should work as well or even better than the old one.

Consent request for Voltage or HVAC graphs:

I’m going to request that you allow me to see information about your Nest account.
You’ll see a notification in your Nest App, and once you accept it, I’ll be able to see
information about your account.

Once you’ve granted access, I’ll be able to see additional details on your Nest Account
for one hour.
I can’t make changes to your account info. This simply allows me to see additional
details like Security History and current device statuses and metrics.

Hold Statements:

Please allow me 2 minutes of your time to review the case history and assist you
further.

Please give me two minutes to check my resources to assist you further.

I need to do some research for you, would you mind waiting for two minutes?

Please allow me 2 minutes of your time to check your case history and be more
resourceful.
I apologize for the delay. I’m still gathering info for you and will be back with you in two
more minutes.

Release Hold: Continue the statement with the information you gathered, before
sending

Statement 1: Thank you for being on hold.

Statement 2: Thank you for staying connected.
Statement 3: Thank you for waiting.

2 minutes engaging (Helps in response time) [Don’t use these statements while
following 4-1-1 or 5+4+1+1. You can stay “idle” while following 5+4+1+1 or 4-1-1] :

● I just wanted to let you know I am here with you

● May I have some more time to look into this for you?
● I really appreciate the time you are spending with us today.
● I really appreciate your work hard to isolate the issue

When Cx asks to share the chat transcript

You can send the customer a copy of their chat support transcript by email only if it's requested
by the customer.
NOTE : You shouldn't proactively offer to send a copy of the chat transcript.

● Only provide the customer's chat transcript if the customer asks for it
● Only provide the customer's own chat with support
● The transcript can only be sent to the email address for which the customer used to
contact support (Example: the customer chats support using myaccount@gmail.com.
You cannot email the chat transcript to anotheraccount@gmail.com. It can only be sent
to myaccount@gmail.com.)
● Send the customer's chat support transcript after the conversation ends

(Article for reference) :

https://support.google.com/googlenest-thermostat-kb/answer/7100395?hl=en

Power//Network/Software version:

May I know the Software version of the Nest Thermostat, you can find it by going to ""Settings"",
""Technical Info"", ""Display"" and ""Software version"" on the Nest Thermostat?
Could you please help me with the current power readings from the Nest Thermostat?
● Tap on "Settings”, select "Nest Technical Info", select "Power", and select “Battery, Voc,
Vin, Lin(a or i)”

Could you please help me with the Network Readings available on your Nest Thermostat?
● On your Nest Thermostat, go to ""settings"", ""technical Info"", “”networks””, “”MS Ping
Value”” (If available) and “”Signal Strength””

Recommended Wi-Fi network and router settings for use with Nest products :

These settings are recommended for use with the Nest products. They can help to improve the
performance of your Nest products and help to resolve Wi-Fi connection problems.

https://support.google.com/googlenest/answer/9240155?hl=en&authuser=1

Serial Number based on color

NLT (Nest Learning Thermostat)

01 - Nest Thermostat 1st Gen
02 - Nest Thermostat 2nd Gen US "Diamond"
1st Gen EU "Amber"
09 - Nest Thermostat 3rd Gen US "Diamond"
09AA - Stainless Steel
09AB - Carbon Black
09AC - Ceramic White
09AD - Copper
09AE - Polished Steel
09AF - Black Mirror
09AG - Brass Brushed
2nd Gen EU "Amber"
03 - Base Plates for NLT
04 - Heat Link (EU only)
10 - Heat Link 3rd Gen
2nd Gen NLT EU "Amber"
15 - NTE
22AA - Nest Temperature Sensor
Outage (Emerging Issues):

Nest App Login Issue

I regret the inconvenience caused. I am glad you reached us today. First of all, I would
like to inform you that there is no issue from your end but we have received few
customers with this issue so far and our higher-end team is already working on it.

To prioritize the issue, I would like to collect a few details from your end to elevate the
case to our higher-end team.

Please help me with the following details (If Mobile)

● Make & model of mobile device used

● Mobile device operating system
● Mobile service provider
● Mobile app version
● A clear description of the issue the customer is experiencing
● When the customer first noticed the issue
● Gather screenshots of error messages or unexpected app behavior

(For Web App) Web App login issues

Before beginning any troubleshooting steps, gather the following information and
document it in your case notes:

1. Make & model of a computer used

2. Computer operating system
3. Web browser version
4. The specific point of failure in the web app
5. Gather screenshots of error messages or unexpected product behavior
6. Is this a personal or business computer?
7. If it’s a business computer, is it managed by IT staff?
8. Any installed antivirus, security, or firewall software

[Troubleshooting] Nest Mobile and Web App Issues [Internal only article :
Shouldn’t be shared with Cm]
https://support.google.com/googlenest-thermostat-kb/answer/9902959?hl=en&co=GE
NIE.Platform=Desktop

If Cm wants direct replacement :

If the issue is with our Nest product, I have no problem replacing it for you. But I'd like to first
make sure that we're being thorough before sending out a replacement. I wouldn't want you to
receive a new unit and find out that something else was the root cause.

Many technical issues can be resolved with simple troubleshooting. The more I know about
what we're working with, the better equipped I'll be to help you.

Suggestions/Feedback :

Thanks for your feedback. At this stage, we don’t have any details to share regarding this
concern.
I can't assure you whether it would get implemented but I would like to hear much more if you
want to add any point with this concern. It's always interesting to hear our customer's
suggestions.
If you'd like, you can submit feedback via your Google app (if applicable and why). We're
always looking for ways to improve our service, and will certainly take your suggestions into
consideration.
https://support.google.com/googlenest/answer/7071494?hl=en&co=GENIE.Platform%3DiOS&aut
huser=0

Nest PRO / Technician

Recommending a Nest Pro or Technician :

**Send a short description of any “”troubleshooting steps”” followed from the chat to
the email, when Nest pro or tech is suggested and add CR [NT505] in email.

[ENSURE TO HIT, [Ctrl +A] → “ ” BEFORE HITTING BUTTON IN EMAIL]

Based on the troubleshooting we’ve done today, I’m confident that the thermostat is
working as intended, and the issue seems to be with the HVAC system. I recommend
that you ask a technician to review the system, for which you would need to bear the
cost of the visit and any necessary repairs. Google Nest would not be liable for
reimbursing the repairs or service visit.

Here is the link to find a nearest Nest Pro :

US Nest Pro link :

1) Ontech : https://www.ontechsmartservices.com/pages/nest/

2) Nest Pro links for rest of the world : [make sure to change the country code]

https://nest.com/ca/widget/pro-finder/

A quick Google search for Pro might be an alternative as well. The following steps
would help you with this process:

1.Navigate to Google.com
2. Type in "Nest Pro HVAC" technician followed by your zip code
3. This should give results for the local Nest Pros in your area
4. If you don't get the results you're looking for, you can contact a certified technician
that you are familiar with for this work

I know it would be difficult for you to go back and explain it from the ground up when
you consult the technician. In light of this scenario, here's what I’ve planned to do for
you. I will send a follow-up email about our discussion of the process we followed, so
you can simply have it at your fingertips and it would be easy for the tech to review the
matter.

I will ensure that the case number is included for future reference. Additionally, the email
would also include the steps to initiate the chat/call.

Important links: (TOOLS)

Cases 2 - https://cases2.corp.google.com/#/queues/assigned
Spare parts - go/spare-parts
RMA - go/rmalookup
Hardware Order workflow in Cases - With in cases
Speakeasy - Extension added already
Support Admin - https://supportadmin.nestlabs.com/

Incognito Window:

Windows: On your computer, please open chrome browser and then access the incognito
window by pressing CTRL + SHIFT + N together and the Incognito window will appear.

Apple: on your Mac device access Google chrome and then access the incognito window by
pressing ⌘ + Shift + N together and the Incognito window will appear.

Migrated account related

Google account migration email requirement:

During the migration process, generally the system takes a Google account (@gmail.com or
any other email that is associated with google service). G-suite accounts, business accounts,
non- Google service oriented email addresses will not work for the migration process because
these emails come with multiple security layers that prevent the migration process.

Why 2 step verification cannot be bypassed

We are aware of the security service and its implementation. This security is a multilayered
encryption to save your account from unauthorized access and the link connected with the
mobile number to the server and vice versa. To bypass or make the changes, the security
option requires a code that is sent to the number as it works with the mobile service provider
number only. This is how the 2 step verification works universally.

Have you contacted your mobile service provider and checked if they can re-activate the old
phone number(added as 2FA on the account) to regain access?

Solution:

1. If any family member is added, ask to remove the devices from the owner's account.
Make the owner create a new account with another email and then add the devices
2. If no family member is added, factory reset the products to remove and then create a
new account and add the products [CONSULT T2 FOR ADVICE]
3. As all new accounts are going to be Google Nest, then members should migrate
accounts to Google Nest to regain the family account access
Refurbished statements 2 :

We do care for our customers and the team had to cover the following points before
sending the replacement:

● A thorough inspection and testing to identify the problematic parts or operating

software issues
● A replacement of components based on the initial inspection
● A clean installation of the operating software
● An additional inspection and cleaning to ensure functionality and aesthetics are
like-new
● A rigorous quality assurance process to finalize the device for fulfillment

QA Guidelines :
1.Opening - Only use first name of customer in Opening Statement

2. Send Acknowledgement of pre chat query within 40 seconds. If you think Pre chat is long
enough, Use “” I see you have an issue with your thermostat. Let me review your
comments on the contact us card so I can help you fix this “”

3. Check customer name in transcript and contact us form and if name is different, update the
name after confirming with customer

4. Authenticate the account if the account is not authenticated (If required)

5. Ask all probing questions and perform all TS steps. Follow relevant articles

6. For RMA cases use all PFR's of RMA we have created, Don't miss a single PFR
7. Response time, Respond to customers every two minutes on chat (If required)

NOTE : [Don’t respond to the customer while following 4-1-1 or 5+4+1+1. You can
stay “idle” while following 5+4+1+1 or 4-1-1]

8. Proper closing, If customer is not responding follow 4-1-1 or 5-4-1-1 depending on the
scenario

9. Follow up email with relevant troubleshooting steps as per KB article

G Nest admin access :

I request you to allow me access to view information in your Nest account. You will receive an
email with the "Allow access" option and once you accept it, I’ll be able to view information in
your Nest account for 90 minutes.

I can’t make changes to your account info. This simply allows me to see additional details like
Security, History, current device statuses and metrics.