topic Re: Melted Thermostat Face, and Plate! in Nest Thermostats

Melted Thermostat Face, and Plate!

TimApple — Sun, 22 May 2022 00:56:53 GMT

Does anyone have guidance on the best, most efficient, and fastest way to submit a warranty claim for replacement? I feel I may have a safety issue here, and Google doesn't seem to make it easy to get a warranty replacement done.

I came home one day, and found both of my Nest Learning Thermostats had signs of melting at the little plastic piece of the face on the bottom. And one of them had signs of melting on the faceplate as well. (see photos)

There was no sign of any sort of flame or fire. And when I took the faces of the thermostats off, the wiring and wiring plate looked 100% fine. The only thing amiss is the melted/warped plastic! Maybe I got a bad batch of thermostats? Bad lithium ion batteries? It's very strange because the displays look fine, there are no errors, and the units seem to operate properly. But they're melted!

Re: Melted Thermostat Face, and Plate!

OverIT — Mon, 23 May 2022 08:19:44 GMT

Can we see your wire setup? I'm willing to bet that unfortunately you may not have the wires correct. If so Google will not fulfill a warranty request...in that respect maybe don't show in case it is wrong 😜

Re: Melted Thermostat Face, and Plate!

TimApple — Tue, 24 May 2022 11:57:23 GMT

I'll post a photo a little later today. What's so strange about all of this is that the Nests have run just fine for months, with no signs of melting, unusual warmth, or anything like that. And even after this melting incident, they continue to operate normally.

Re: Melted Thermostat Face, and Plate!

MelbaDT — Wed, 25 May 2022 07:21:21 GMT

Hey folks,

OverIT, thanks for answering here.

TimApple, I strongly suggest to quit using the Nest thermostat for the meantime. This is for your own safety and for the safety as well of your HVAC system. If possible, turn off the breaker for your HVAC system.

Also, please fill out this form and include as many details as you can so we could dig deeper into this: https://bit.ly/31vCfcQ

Let us know once you are done.

Best,

Melba

Re: Melted Thermostat Face, and Plate!

MelbaDT — Tue, 31 May 2022 04:00:24 GMT

Hey there,

Upon checking, replacements were already processed for your Nest thermostat devices. Should you need more help or have some questions about it, please feel free to reply back via email on the existing case id with your our support team so we could continue helping you there.

Best,

Melba

Re: Melted Thermostat Face, and Plate!

MelbaDT — Fri, 03 Jun 2022 07:50:05 GMT

Hi TimApple,

We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community.

Best,

Melba

Re: Melted Thermostat Face, and Plate!

TimApple — Fri, 03 Jun 2022 13:55:37 GMT

Hey Melba, that's correct. Google Nest Support (Carlos) followed up with me, sent replacements, and then I let him know that I'll be sending in the old units here in 2 weeks. (the units are at a vacation house, and I'll be there around June 12) Thanks for the great service and attention!

Re: Melted Thermostat Face, and Plate!

MelbaDT — Tue, 07 Jun 2022 03:37:45 GMT

Hey there,

Got it and thanks for the kind words — I'll surely pass this along to our team as well and you also take your time on the faulty units.

Cheers,

Melba

Re: Melted Thermostat Face, and Plate!

MelbaDT — Fri, 10 Jun 2022 03:51:47 GMT

Hi,

Best,

Melba