topic Re: No email or response on warranty claim in Nest Thermostats

No email or response on warranty claim

ElleMac — Mon, 10 Jul 2023 13:45:31 GMT

I submitted a claim three weeks ago, this is the only update I can get and have received no direct response from Google since submitting my claim inquiry:

“Recent case

We're working on this support case for you

Clips

Case ID 3-0166000034655

Last updated 3 wk. ago”

The unit was working properly until I had a circuit breaker trip. While the electrician was fixing it the power was off. When power was turned back on, the device would not lower up. I have performed all the suggested steps (changing batteries, rebooting power, etc). The screen is black and the device does not power at all—I can’t imagine any additional steps that would fix that but I’m certainly open to suggestions. Thank you.

Re: No email or response on warranty claim

Markjosephp — Tue, 11 Jul 2023 00:35:46 GMT

Hello ElleMac,

Thanks for reaching out to the Google Nest Community Forum.

I followed up with the team regarding your submitted claim. While I'm waiting for their response, I'd be happy to take a look at this for you.

Please make sure that all wires are properly connected and that the tabs are pushed down. You can try reinstalling the thermostat base by reconnecting the wires. Inspect the connector pins for any damage. Check if the power from your HVAC system at the breaker box is turned on.

Let me know how it goes.

Regards,
Mark

Re: No email or response on warranty claim

ElleMac — Thu, 13 Jul 2023 09:56:20 GMT

Thank you. I have done all of the above. It’s not the the HVAC unit—power is on with the old thermostat and everything is working fine. As for the connections being the issue, the Nest thermostat doesn’t power at all—black screen—so I can’t get to the point of troubleshooting wiring and connections. Thank you.

Re: No email or response on warranty claim

Markjosephp — Sat, 15 Jul 2023 06:42:42 GMT

Hi ElleMac,

Thanks for the update. I did find a helpful article with some troubleshooting steps for when your thermostat won't turn on. Let me know how it goes. Also, please share with us a photo of your old thermostat and the Nest Thermostat's wiring setup so we can see how it was labeled.

Keep me posted.

Best,
Mark

Re: No email or response on warranty claim

Markjosephp — Tue, 18 Jul 2023 06:51:16 GMT

Hey there,

I'm checking back in — how's it going? Still need our help?

Thanks,

Mark

Re: No email or response on warranty claim

Markjosephp — Wed, 19 Jul 2023 07:02:32 GMT

Hi ElleMac,

It has been a few days since your last reply, and we're going to lock the thread within 24 hours. If you have any questions, please feel free to create a new post.

Best regards,

Mark

Re: No email or response on warranty claim

ElleMac — Wed, 19 Jul 2023 10:24:14 GMT

Sorry, I have been out of town and will be unable to check until next week. Please keep the thread open. Thank you.

Re: No email or response on warranty claim

Jenelyn_O — Wed, 19 Jul 2023 16:39:19 GMT

Hey ElleMac,

Thanks for letting us know. No worries, we'll keep this thread open for a few days, and we'll wait for your update. Please let us know if you have questions.

I appreciate the help, Mark.

Best,

Jenelyn

Re: No email or response on warranty claim

Markjosephp — Tue, 01 Aug 2023 04:27:59 GMT

Hello there,

I know it has been a while, but I wanted to ensure that everything was covered here. How's it going, @ElleMac? Have you tried charging your Nest Thermostat's display and checked some possible steps from the article shared above? Let us know if you need more help.

Thanks,
Mark

Re: No email or response on warranty claim

ElleMac — Tue, 01 Aug 2023 10:11:48 GMT

Thanks for reaching out. I have tried removing and replacing the batteries. Once the batteries were replaced, I put it back in the base in case charging would help. The unit still does not power up. Were you able to find out anything on the warranty claim. Thank you.

Re: No email or response on warranty claim

Markjosephp — Wed, 02 Aug 2023 04:58:55 GMT

Hey ElleMac,

Uh oh! We truly apologize if this is taking longer than expected to get resolved. I want to thank you for your patience while we work this matter out. If you wouldn't mind filling out this form, we'll get you the right level of help.

Let me know once you're done.

Regards,
Mark

Re: No email or response on warranty claim

ElleMac — Wed, 02 Aug 2023 09:37:04 GMT

Thank you. The form has been submitted. I look forward to a resolution.

Re: No email or response on warranty claim

Alex_S — Wed, 02 Aug 2023 13:48:03 GMT

Hi there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

Best,
Alex