I had the exact opposite experience when my unit shorted out.

My support experience was well designed from the beginning when I did not need any human interaction where I just used the website. To the automatic support ticket generation that brought in human involvement and I had to replace of the unit.

At each support stage I found clear instructions for what to do as well as a smooth and clear path to the next step. Granted I am used to opening up my walls, moving around electrical outlets to suite my own tastes, but installing any thermostat is pretty easy.

From the tweet I can't tell if he could not get it installed or had issues getting it set up or issues diagnosing problems. Either way, my experience with the Nest product has been very different.