topic Just received replacement thermostat, keeps restarting in Nest Thermostats

Just received replacement thermostat, keeps restarting

PA32Pilot — Mon, 13 Mar 2023 14:01:51 GMT

Just received my replacement thermostat for the one I had exhibiting W5 connectivity issues. When I try to install this one, I see the boot process begin, then it says, "Attach thermostat to the base". When I do that, I get a message stating that the "Thermostat is restarting", but it never does.

I know I need to get the originally failed thermostat back by March 27th under the RMA to have my account credited, but now the replacement doesn't work. I can't go days without having a thermostat on my system at all, so how can I get a replacement for my replacement without having to put another $280 out there?

Re: Just received replacement thermostat, keeps restarting

PA32Pilot — Mon, 13 Mar 2023 15:24:28 GMT

Trying to provide some photos / video of the problem for the Community Moderators to look at so you can potentially help me out.

Initial Message

After Removing as directed

Showing that it is removed and that wiring plate is installed cleanly

Next message stating reboot

Video showing the "loop"

Re: Just received replacement thermostat, keeps restarting

PA32Pilot — Mon, 13 Mar 2023 15:32:35 GMT

Couple of the files above didn't show up correctly. Here are the other shares for clarity of what is happening.

Showing wiring - looks good

Video of the "loop"

Re: Just received replacement thermostat, keeps restarting

PA32Pilot — Tue, 14 Mar 2023 13:33:43 GMT

Hey there @Markjosephp , @aatienza and @Jenelyn_O - any chance I could get one of you guys to check on this thread. I don't want to miss my RMA product return window, but the replacement thermostat is bad - and that window is closing.

Re: Just received replacement thermostat, keeps restarting

Jenelyn_O — Thu, 16 Mar 2023 17:50:39 GMT

Hi PA32Pilot,

Thanks for letting us know about the issue of your replacement. Some replacements can be drained out of the box. If you have a micro USB cable, try charging your Nest Thermostat display for at least 1 hour.

Please let me know how it goes.

Best,

Jenelyn

Re: Just received replacement thermostat, keeps restarting

Jenelyn_O — Sun, 19 Mar 2023 17:56:34 GMT

Hi there,

I wanted to follow up if you still need help. Please let me know if you’re still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,

Jenelyn

Re: Just received replacement thermostat, keeps restarting

PA32Pilot — Mon, 20 Mar 2023 14:31:21 GMT

I did do that, but it didn't solve the problem. I had to ship the replacement back using my RMA shipping details. As soon as I get confirmation that it has been received, I will be reopening the original case.

Re: Just received replacement thermostat, keeps restarting

Jenelyn_O — Wed, 22 Mar 2023 22:40:10 GMT

Hello there,

Thanks for keeping me in the loop. I'm sorry for the trouble this may have caused you. I'd love to get an update from you once you receive the next replacement.

Regards,

Jenelyn

Re: Just received replacement thermostat, keeps restarting

PA32Pilot — Fri, 24 Mar 2023 19:56:03 GMT

Will do @Jenelyn_O . I just received notification from Google Store that the replacement was received back, so I need to reopen the support case. Will let you know how replacement number 2 goes.

Re: Just received replacement thermostat, keeps restarting

Markjosephp — Wed, 29 Mar 2023 21:56:58 GMT

Hi folks,

I wanted to ensure that everything was covered here.

Thanks for assisting here, Jenelyn.

@PA32Pilot, I was able to reach out to our Order Management team, and it appears that your replacement thermostat is in transit. Please keep us posted, as we would be glad to know what the result would be.

Regards,

Mark

Re: Just received replacement thermostat, keeps restarting

Markjosephp — Wed, 05 Apr 2023 16:49:10 GMT

Hello PA32Pilot,

I wanted to see if you still needed help. Please let us know if you have any other questions or concerns.

Thanks,

Mark

Re: Just received replacement thermostat, keeps restarting

PA32Pilot — Thu, 06 Apr 2023 14:10:11 GMT

@Markjosephp - Looks like everything is good. Oddly, on store.google.com, when I look up my account and go to "Replacements", this one shows as "Cancelled" whereas the first replacement shows as "Complete". It does say that the temporary hold has been removed from my credit card. Do you have the ability to check that everything is done on your end properly? Don't want to see some $265 charge show up later for something. RMA number is RMA39914172

Re: Just received replacement thermostat, keeps restarting

Markjosephp — Tue, 11 Apr 2023 18:36:04 GMT

Hi there,

Thank you for your patience with us. @PA32Pilot. It's good to know that the replacements went through successfully. Also, no charge should be applied as the authorization hold was already lifted.

Feel free to let us know if you have more questions in mind. Otherwise, I'll lock this thread in 24 hours.

Regards,

Mark