topic Re: W5 error - 3rd time in Nest Thermostats

W5 error - 3rd time

Sross20029 — Sat, 05 Nov 2022 20:26:05 GMT

I had a nest thermostat installed in March 22. It lasted two months and then I started getting the network w5 error in May so I sent back and got a replacment.

The replacment managed to outlive the last one by a month and breaks in August, so once again I send back and get a replacment.

As of this evening my third unit is now displaying the W5 error.

Seriously Google why are your products so crap. Do you check the replacment units before sending them. If I go through the hassle of sending back and getting another unit, Ill be onto my 4th one in the space of 8 months. Is there anything else you can do or do I just need to keep exchanging units every two months. Id probably prefer to just have my money back and try using Hive instead.

Thanks

Sean

Re: W5 error - 3rd time

Markjosephp — Wed, 09 Nov 2022 22:19:08 GMT

Hello Sross20029,

I'm sorry if you have to go through this. We'd like you to have a better experience.

All replacement devices are thoroughly inspected to ensure they operate like new devices. They have been tested to make sure there are no mechanical or software issues. We'll make this up to you. Please fill out this form so our team can discuss the options for you, and let me know once you're done.

Best regards,

Mark

Re: W5 error - 3rd time

Markjosephp — Sat, 12 Nov 2022 22:35:29 GMT

Hi there,

It's me again. I'm checking back in — how's it going? Were you able to fill out the form? Let us know so we can assist you right away.

Best regards,

Mark

Re: W5 error - 3rd time

Jhonleanmel — Mon, 14 Nov 2022 17:41:09 GMT

Hi folks,

I wanted to follow up and see if you are still in need of any help. If so, please fill out the form so we can help you further.

Best,
Mel

Re: W5 error - 3rd time

Jake — Thu, 17 Nov 2022 18:56:07 GMT

Hey there,

I wanted to check in, and let you know that I will be locking the thread in 24 hours.

Best regards,

Jake

Re: W5 error - 3rd time

Sross20029 — Wed, 23 Nov 2022 14:40:35 GMT

Jake, Ive filled out the above form so hopefully now you can help.

Apologies for my delayed response. I've not given this a huge mount of my time given you're just going to send me another unit that will break in two months. I'm getting in contact now as the thermostat doesnt even seem to be connecting to my boiler now so my house is freezing. At least if you send me another unit it should work for a couple of months.

Re: W5 error - 3rd time

Markjosephp — Mon, 28 Nov 2022 17:42:34 GMT

Hello Sross20029,

Thanks for getting back to us, and I'm sorry if the thread was locked due to inactivity. Also, we haven't received your form yet; could you please fill out another form with the complete details?

Let me know once you're done.

Thanks,

Mark

Re: W5 error - 3rd time

Sross20029 — Wed, 30 Nov 2022 10:05:36 GMT

Alright Mark have filled it out again, lets see if it gets to you and you can help.

Re: W5 error - 3rd time

Markjosephp — Wed, 30 Nov 2022 17:07:47 GMT

Hi there,

Thank you for your patience with us, @Sross20029. We've created a case for you. Your issue has been escalated to our upper support team. So be on the lookout for an email from us in your inbox soon. Also, please continue the conversation there, as this thread will be locked after 24 hours.

Best,

Mark