Ever feel like you've been cheated? New 4th gen Nest bricked and replacement never came "In process"

[stinerart]

Case ID 3-7308000039096 FORCED to abandon my perfectly good 2nd get Nest and buy a 4th gem to maintain smart home features and as soon as I got the thing set up the screen faded and it bricked. I was told that a new one would be shipped and to send broke one back but no email as stated, no way to contact support, "in process" for days and no way to return or confirm I did not just toss my money onto the street for Google who seems to need my money more than I do. SO upset in the first place having to buy a new one when mine is great and I love it, been online with it for 10 years easy no drama and no problems. I do HVAC work and installed a hundred or more for customers with me singing their praises. Never again, Ecobee can have their business, Nest is penny pinching so hard that it is unforgivable. SEND ME MY REPLACEMENT FOR CRYING OUT LOUD!!! Case ID 3-7308000039096

[freeatlast]

It's just NOT RIGHT that they would leverage a sale out of so-called "old" but functional thermostats.   
I'm changing to another model.  Maybe Ecobee

[Derickf · Accepted solution]

Hi @stinerart,

Thank you for posting in the community. I'm sorry to hear that after replacing your previous Nest Learning Thermostat that was affected by the end of support, the new unit failed immediately after finishing the setup. I understand your frustration regarding the missing replacement email, the processing delay, and the difficulties in contacting support. I appreciate you providing the case number. I'm happy to assist.

The team would like to know more about this situation. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Please keep me posted if you have any other questions.

Regards,

Derick.

[stinerart]

I filled out the form. Any help you can provide will be very appreciated. My old faithful nest only works if I go to the wall and adjust the temp. My family does not even know where the thing is and no idea how to use it! They have been raised for 10 years to just tell Alexa what temp they want or turn it up/down with their phones. You guys are looking pretty shady to them and I have to agree. Any help you can give to get a replacement ASAP would be extremely appreciated. 

[stinerart]

Hi Derick, I see today that my case is no longer able to be verified as to status. Can you please advise on what happened with my case and if I can expect a replacement or what my options are? I saw that the "in progress" time changed after you replied here so am assuming that the replacement has been pushed to be fulfilled. If I am not correct I really NEED to know the status so that I can get the family back to controlling the temp like they have for many years. Asking them to learn how to manipulate my old 2nd gen to get it to work is asking for headaches and I do not need any more headaches if you understand what I mean. Thank you for your attention and swift action in helping resolve my issue and getting me a replacement ASAP.

[dubsack]

Yes, i bought my nest in 2011 long before google came along and **bleep**ed everything up. I never bought **bleep** from google, i knew they would brick my **bleep**!

[stinerart]

I was being conservative with the "10 years), probably more like 14 when I moved into my house. Thing looked like a jewel on the wall and is slick as snot. Trouble free use all these years and the ONE time I have to use something else it goes bad. Of course. I initally thought no biggie, I'll get a new one in a couple days, they are ready for problems. However, after having done the video diagnosis with someone in India to confirm yep, its the stat, and being told a new one is on the way I got no email with return label, no way to contact cus sup. since case says "in process" it sends you into a doom loop to nowhere. Crazy. I started thinking they were just burning my return window to force me to pay for a new one... AGAIN! We'll see if they get right, my house uis all smart setup so family comes to dad to find out when it is going to be working again. Dad don't know, dad has wallet out though cause Google wants the dollas yo.

[neardead]

I have three brand new 4th Gen ones that are completely unreliable.  I've temporarily replaced them with ugly old-school used manual stats out of my stash of HVAC stuff, and am waiting for used 3rd Gen stats off eBay.  It's proving to be a damned expensive lesson throwing away three absolutely bullet and idiot- proof 1st Gen ones.