Google has sent an email to customers of its original and second-generation Nest Learning Thermostats, informing them that their devices will no longer receive software or security updates. This move will remove two of the thermostats’ best features: control via the Google Assistant and access to a comprehensive app.
The decision may seem understandable, as the devices are over 10 years old. However, it raises concerns about loyalty and appreciation from customers who have been with the product for over a decade. By ending support, Google is essentially forcing customers to upgrade to new models that no longer offer their preferred features.
Many people are happy with their existing Nest Thermostats and do not need the latest upgrades. The decision prioritizes new software development over loyal customer satisfaction, which may be seen as a missed opportunity for Google. In fact, some argue that not every product requires frequent updates to maintain its value and functionality.
The experience highlights a broader lesson: not all products require new features at all times. Simple devices like thermostats and televisions can work just as well with minimal software updates. By continuing to support aging products, companies can demonstrate appreciation for long-time customers without requiring significant resources.
Source: https://www.inc.com/jason-aten/google-just-sent-an-email-to-nest-customers-its-the-1-thing-no-company-should-ever-do/91181461