I had a support call last night and it went really well.
Thermostat displayed E24 error code. The diagnostic tool on the web site was well done. I got to the end where a support ticket was opened. Called in and went through diagnosing the faceplate. At the end it wasn't the thermostat, the furnace had a faulty safety sensor that caused the fan to run and cut the voltage to 1v.
Suggestions:
- The clunkiest part of the process was telling the rep my email address. Also the email I entered in the ticket was different than my Nest account email.
- Could we surface the diagnostic tools on the Nest App? Tried on mobile web and it wasn't working well so then I was running between my desktop and the Nest.
- There's a good opportunity to refer to HVAC repair technicians (Nest Pros?). I spent an hour calling around to find someone that would come out at 9pm in the evening. [Of course this is hard in general; Google search really failed here too. Yelp at least had an 'open now' filter on their business listings.]
In any case thanks again for the good support experience - I hope other teams can learn from it.