Email received saying free replace Thermostat

[Rozdavis1956]

I received this email Pointing to help.  But there is no help

🤷🏿‍♀️

We've identified an issue with your new Nest Thermostat and its ability to draw power from your heating or cooling system. Unfortunately, the issue cannot be fixed on your device, but we’d like to replace your thermostat for free. It's the least we can do for the inconvenience.

To receive your free replacement, please contact our customer support team at support.google.com/googlenest/gethelp. When speaking with support, please provide the thermostat's 14-character serial number that can be found on the bottom of the device above the QR code.

We apologize again for this inconvenience and look forward to helping you.

- The Google Nest team

[MplsCustomer]

@Rozdavis1956 

When you go to the Support link they provided, when you get to the "Resources" page, do NOT click on any of the Help links; instead, just click on "Next step" to get to the contact options page.

[Markjosephp]

Hello folks,

I'm chiming in to see how I can help.

I appreciate your input, @MplsCustomer.

@Rozdavis1956, thanks for consulting here in the Google Nest Community Forum on the email you received from us. I understand that this can be confusing, but I'd be happy to look at it for you if you haven't contacted us yet.

To begin with:

• Which Nest Thermostat do you have?
• What code or message is shown?
• When did you buy the thermostat?
• When was the thermostat installed?
• When was the device first paired?
• Did you add a C-wire or change their wiring after they paired?
• C-wire power source (C-wire to HVAC system, add-a-wire, or AC adapter).
• Photo of the wiring to the backplate.
• Heating, ventilation, and air conditioning (HVAC) system type
• Power reading from Equipment Info (VIN, IIN, PS-*)

I'll look forward to your response.

Regards,
Mark

[Rozdavis1956]

So I called.  My warranty has expired.  They will send a new one if I allowed $129 plus tax to HOLD on my credit card of Google store until they receive and process the old thermostat. 

Uhhh NO

[Jenelyn_O]

Hi there,

Chiming in — I know it's been a while now. I just want to check if you've decided to proceed with the replacement process. We will definitely understand if you don't want to continue, just let us know if you change your mind, as we'll be willing to assist you further. 

I appreciate your input, @MplsCustomer and Mark.

Best,

Jenelyn

[Rozdavis1956]

I thought it was working find.  Nest told me it's having trouble getting power.  Now I see Error.  I think m33.

I'm contacting on Monday.  I will let you know if still need help after.  

[Souprdave209]

I got that message a year ago and as well had no obvious problems with my unit. When I finally got to speak with someone (long painful process) they told me everything was fine and ignore the message. Now, I'm getting the message again. No clear process to resolve but based on comments above, sounds like they just want to sell me a new one?? Again, I see no issues with them (I have two) but keep getting that same email.

[smuthe]

my 14-character serial number is 09231J3DBOTOB2

Kyle Haydt

#

[thepablas]

Hi

Replacement order

[chaconmorales]

Hi @thepablas,

Thanks for reaching out to the Community. I understand that you need assistance with an email and/or replacement order for your thermostat. But no need to worry, help's here!

Before we get started with further troubleshooting, let me ask you some important questions because it's not clear from your post if an email from us was received or if the replacement order is already processed, completed or pending, so I'm limited in the additional troubleshooting I can provide you. If you can share with me more details about it, that would be very helpful.

In case it helps, you can review these articles to know how to Return a Nest device and to check the Warranty, safety and regulatory information.

Please keep me posted.

Best regards,

Mario

[Rustam1963]

This is the message I receive from Google Nest from time to time. If they want just to sell me another one, I can do it myself when the device really starts having problems. At the time being I see no problems. I would recommend Google Nest to enter an amendment into this email as follows: "we'd like to replace your thermostat for free provided that your warranty is not expired". Otherwise it turns out to be just a marketing strategy to make a customer buy a new device. And finally, I just wonder if my Nest Thermostat really does have any issues??? I think it doesn't. 

Hi Rustam,

We've identified an issue with your new Nest Thermostat and its ability to draw power from your heating or cooling system. Unfortunately, the issue cannot be fixed on your device, but we'd like to replace your thermostat for free. It's the least we can do for the inconvenience.

To receive your free replacement, please contact our customer support team at 1 (855) 469-6378. When speaking with Support, please provide the thermostat's 14-character serial number, which can be found on the bottom of the device above the QR code.

We apologize again for this inconvenience and look forward to helping you.

- The Google Nest team

[keithveizer]

My thermostat's 14-character serial number is      11181J3DBOMVSB . How do I receive a replacement thermostat? 

Keith Veizer,  New Orleans

[wsschafer]

How do I get my free replacement Nest Thermostat.

[wsschafer]

How do I get my free replacement Nest Thermostat?