Power issue email

[agrecojr1]

I keep getting a power issue message on my thermostat and when this happens I get an email from Google Nest that states:

"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 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"

The phone number does not work and I can't find anything on the nest website. Please help!!

[Markjosephp]

Hello agrecojr1,

Thanks for reaching out about the Nest email you received. I'd love to know more about this.

• What message code or message is shown on your thermostat?
• When did you buy the thermostat?
• When was the thermostat installed?
• Did you add a C-wire or a Nest Power Connector?

Also, please gather these additional details:

• A photo of the wiring to the backplate
• Heating, ventilation, and air conditioning (HVAC) system type
• Power reading from the Equipment setting's "Power Info" (VIN, IIN, PS-*)

I'll look forward to your response.

Best,

Mark

[Markjosephp]

Hey there,

I'm checking back in — how's it going? Still need our help? Please let me know the needed information so I can assist you right away.

Thanks,

Mark

[Markjosephp]

Hi agrecojr1,

I'm checking in to make sure that you've seen my response. Please let us know if you have any additional questions or concerns before we lock this thread in 24 hours. 

Thanks,

Mark

[agrecojr1]

Hi Mark, sorry it too so long to get back. I’ll answer your questions in the order you wrote:

The message is power issue.

Bought about a year ago.

About a year.

C wire was already there.

Photos attached.

HVAC is all electric AC and heat.

Power readings photo attached.

 

 

 

[Markjosephp]

Hello there,

Thanks for getting back to us, agrecojr1. I appreciate your effort with all the details; it's a big help! We'd be happy to take a look at this for you.

Could you please fill out this form and let me know once you're done? A member of our support team will be in touch over email to help.

Best,

Mark

[agrecojr1]

The “form” has no more information than you already have. Looks more like fishing to me.

[Markjosephp]

Hey there,

I totally understand you, agrecojr1. This is to better assist you with additional steps to try and to check for other options available. Our upper tiers of support are the best team to discuss this via email. So please let me know once you've filled out the form so we can assist you right away.

Thanks,

Mark

[Markjosephp]

Hello agrecojr1,

I wanted to see if you were able to fill out the form. Let us know, as we would be happy to take a closer look and assist you further.

Thanks,

Mark

[Juni]

Hi there.

We haven’t received your form. Kindly fill it out so we can continue with the next step. 

Thanks
Juni

[Juni]

Hello there,

We haven’t heard back from you, so I'll be locking this thread in 24 hours. Feel free to create a new one if you have other concerns in the future.
 

Regards,

Juni