topic Re: have been promised a Nest Thermostat replacement since January and Google STILL will not send in Nest Thermostats

have been promised a Nest Thermostat replacement since January and Google STILL will not send

sjwass — Thu, 10 Aug 2023 21:10:35 GMT

The worst customer service. Just endless email and jumping through hoops to no end or resolution. No replacement ever sent even though all information required was given, repeatedly and via chat. Big wast of time and a scam.

Re: have been promised a Nest Thermostat replacement since January and Google STILL will not send

Jenelyn_O — Mon, 14 Aug 2023 22:56:50 GMT

Hi sjwass,

Thanks for reaching out. I'm sorry for the trouble this has caused you. This is not the experience we want you to encounter. Could you please provide your case ID? It will help us to investigate your case.

Best,

Jenelyn

Re: have been promised a Nest Thermostat replacement since January and Google STILL will not send

sjwass — Fri, 08 Sep 2023 13:18:51 GMT

Case ID [3-5181000034703]

Re: have been promised a Nest Thermostat replacement since January and Google STILL will not send

Markjosephp — Tue, 12 Sep 2023 03:50:31 GMT

Hello there,

Thanks for your assistance here, Jenelyn.

@sjwass, thanks for getting back to us with your support ID number, and I'm sorry if this has taken some time. Have you checked our team's last email and tried to contact us to proceed with the process? You can give it a try and reference the support ID number.

Let us know how it goes so I can look for more options.

Regards,
Mark

Re: have been promised a Nest Thermostat replacement since January and Google STILL will not send

sjwass — Tue, 12 Sep 2023 11:17:20 GMT

Yes, they were no help and and i no longer have the email to respond to. I will try again if you give me a new contact thank you.

Re: have been promised a Nest Thermostat replacement since January and Google STILL will not send

Markjosephp — Thu, 14 Sep 2023 01:38:43 GMT

Hi sjwass,

I'm sorry you have to experience this, and we hope you can have a better time. I reviewed your support ID number, and it appears that you're having a power-related issue with your Nest Thermostat.

To confirm, did you receive an email notification or message code on your thermostat? If so, please tell me more about it so I can look for options.

Best regards,
Mark

Re: have been promised a Nest Thermostat replacement since January and Google STILL will not send

sjwass — Thu, 14 Sep 2023 01:47:29 GMT

Yes:

Steve,

We've identified an issue with your new Nest Thermostat and its ability to draw power from your heating or cooling system. Unfortunately, the issue cannot be fixed on your device, but we’d like to replace your thermostat for free. It's the least we can do for the inconvenience.

To receive your free replacement, please contact our customer support team at support.google.com/googlenest/gethelp. When speaking with support, please provide the thermostat's 14-character serial number that can be found on the bottom of the device above the QR code.

We apologize again for this inconvenience and look forward to helping you.

- The Google Nest team

Re: have been promised a Nest Thermostat replacement since January and Google STILL will not send

Markjosephp — Thu, 14 Sep 2023 01:55:21 GMT

Hey there,

Perfect! Thanks for the speedy reply. Please help me with these details so we can move forward.

C-wire power source (C-wire to HVAC system, add-a-wire, or AC adapter)
Photo of the wiring to the backplate.
Did you add a C-wire or change their wiring after they paired?
Heating, ventilation, and air conditioning (HVAC) system type.
When was the device first paired?
Power reading from the equipment settings (VIN, IIN, PS-*)

I'll look forward to your response.

Best,
Mark

Re: have been promised a Nest Thermostat replacement since January and Google STILL will not send

sjwass — Thu, 14 Sep 2023 03:42:03 GMT

Re: have been promised a Nest Thermostat replacement since January and Google STILL will not send

sjwass — Thu, 14 Sep 2023 03:42:19 GMT

Yes:

Re: have been promised a Nest Thermostat replacement since January and Google STILL will not send

sjwass — Thu, 14 Sep 2023 03:42:52 GMT

Did not add

Re: have been promised a Nest Thermostat replacement since January and Google STILL will not send

sjwass — Thu, 14 Sep 2023 03:43:02 GMT

Direct

Re: have been promised a Nest Thermostat replacement since January and Google STILL will not send

sjwass — Thu, 14 Sep 2023 03:43:34 GMT

No repair

Re: have been promised a Nest Thermostat replacement since January and Google STILL will not send

Markjosephp — Thu, 14 Sep 2023 04:25:54 GMT

Hello sjwass,

Thanks for keeping me in the loop. One last thing: can you get your thermostat's power readings? On your actual thermostat, go to Settings > Equipment > Power Info.

Keep me posted.

Best,
Mark

Re: have been promised a Nest Thermostat replacement since January and Google STILL will not send

sjwass — Thu, 14 Sep 2023 11:12:46 GMT

Vin 39.824 V

lin: 385

PS: C-385

Re: have been promised a Nest Thermostat replacement since January and Google STILL will not send

RenzJ — Thu, 14 Sep 2023 23:56:15 GMT

Hey folks,

Thanks for the help here, Mark.

@sjwass, we appreciate all your efforts. We'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let me know once you're done.

Cheers,

Renz

Re: have been promised a Nest Thermostat replacement since January and Google STILL will not send

Jenelyn_O — Sun, 17 Sep 2023 16:06:13 GMT

Hi there sjwass,

Chiming in — we received your form. Please check your inbox, as one of our supports sent you a message. Please continue the conversation there. If you have questions, please feel free to let us know.

I appreciate the help, Mark and Renz.

Kind regards,

Jenelyn