Brand new Nest E will not turn on. Seems faulty, but not sure.

[Lauro]

Hi,

Some weeks ago I bought this Nest bundle comprising of Nest E thermostat w/ Heat Link coupled with Google Home Hub.

I got it "second hand" as an unwanted gift, but although second hand, they were brand-new, still with the plastic wrapping on the boxes.

Yesterday I tried to setup the thermostat in the new house we just moved in but the thermostat display won't turn on. I tested the power adaptor, which is fine, replaced the adaptor (just in case), removed the thermostat from the stand and plugged in a USB-mini cable to see if it turns on and held the screen pushed for 10 seconds trying a hard-reset but had no joy. It simply won't turn on.

I couldn't find any troubleshooting for such issue, which seems to be a faulty unit.

Does anyone has an advice on it, since I have no invoice to claim warranty? Or perhaps, would there be any thing else I should do to make it work?

Thanks in advance.

[SteveV]

Hi, shame you got no response because the same  thing has just happend to me, any tips Lauro?

[Lauro]

Hi Steve,

I had to contact Nest's support to get some help.

Turned out the unit I got was faulty and was replaced by Google.

I am not sure if that's your case but they did many tests with mine before saying it was a faulty unit.

You could try removing the front of the display from the base and attaching its usb port to phone charger to see if that charges anything. If it doesn't work, then try to contact Nest support. They are very helpful.

Good luck,

Lauro

[CristianC]

Hello everyone,

I'm sorry for the late reply. I see that you already contacted Google Nest support. Let me know if there's anything I can do to help. 

[SteveV]

Hi Good morning 

Thanks for the replies

So after exhausted diagnosis Google/nest they decided to replace the thermostat but I got such a strange looking email that I have yet to take any action , apparently they want to call me from Romania and discuss 2 options for replacement with one needing to require payment upfront !! They have all my details through the contact form I completed at the beginning! I'm tempted to cut my losses and throw it in the rubbish bin to be honest. 

Any comments regarding the replacement procedure would be welcome.

Many thanks

[CristianC]

Hey @SteveV,

It's not a payment, it's only a temporary hold. You have below the details regarding the 2 shipping methods so you can choose the one that works best for you:

1. Advanced Exchange

You will have to agree to a temporary hold for the cost of the product to a payment method. (This is called an “authorization hold.”)

Note: The payment method must be Google Pay, you can set it up using this link: https://bit.ly/3oQIbUp

An email is sent to you containing a cart link, which allows you to finish the RMA (replacement)

Note: The cart link is available for 72 hours. After 72 hours has lapsed you will have to contact us back, and we’ll have to resend the cart link.

Once the cart link is completed, Google will immediately ship a new product to you.

You must ship back the defective product to us within 21 days to prevent a charge to the card.

After we receive the faulty product back, the authorization hold will be released back to your payment method (Google Pay account).

Make sure to check the address on your Google Pay account and make sure it is updated !

2. Standard Exchange:

You agree to ship the defective product to us first.

A replacement number is generated from our end.

A return shipping label is sent to you

Once the faulty unit arrives to our warehouse, it takes 5 to 10 business days until the replacement unit is dispatched.

[SteveV]

Hi Cristian

Thanks for your reply and help.

I would like to go with option two standard exchange - is that something you can arrange for me? do i send everything back in the original box including the heatlink unit? I guess so.

Its been so long another 10/15 days will be fine.

Thanks again

[CristianC]

Hi @SteveV. I recommend to continue with the representative from Google Nest support. If you give me your case number, I can look into it and make sure everything goes smoothly. 

[SteveV]

Cristian I have two case numbers, another thing that made me scam suspicious

Case ID [4-0233000031909] and Cases Id 1-4291000032165

[CristianC]

Thanks for getting back to me. I checked case 4-0233000031909 and it was elevated to our senior team. Feel free to reply to the last email with your preferred shipping method. 

[SteveV]

Thank you Cristian

On the basis of your info I'll get in touch

Steve

[CristianC]

You're most welcome. Let me know how it goes. If you have any questions, I'm here to help.