Google replaced a defective nest with another defective nest

[helloarchitect]

I bought a Nest years ago through SoCal Edison’s rebate program. The Nest was defective upon installation and, after troubleshooting with Nest, was issued a replacement. It turns out this unit was also faulty.

Now that I have a newborn baby, it has become more urgent to figure out why the A/C randomly stops working (“IN 2+ HR”). We live in the desert, so A/C is critical. After troubleshooting on the phone with Google, they determined the unit base is faulty and needs to be replaced, but my replacement unit is out of warranty.

The agent suggested I buy a new base. Why would someone willingly commit more money to a company who cannot back their product?

[helloarchitect]

To add: in a previous troubleshooting call to Google, the agent — without running through wiring troubleshooting — told me his solution: hire an HVAC company to figure out why the A/C isn’t working. Had I done this, it would have been an additional waste of money.

Smart thermostats sound nice and it’s neat being able to control the temperature remotely… but the old fashioned thermostats never had these problems.

[EdwardT]

Hi helloarchitect,

Thanks for reaching out and I'm sorry to hear about your experience. I'd love to know more about this and I have a few questions:

• What type of Nest Thermostat do you have?
• How is your Nest Thermostat wired?
• What is the power reading of your Nest Thermostat? You can find this info by going to Settings > Technical Info > Power.

Looking forward to your response.

Thanks,

Edward

[Jake]

Hey helloarchitect,

I wanted to check in and see if you managed to see Edward's post. Please let me know if you have any questions from here. I would be happy to assist, and make sure you are good to go.

Best regards,
Jake

[Jake]

Hey helloarchitect,

I want to ensure you are good to go, and everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity.

Best regards,
Jake

[Jake]

Hey helloarchitect,

I am truly sorry for the trouble and frustration that you are having with the device. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

[helloarchitect]

Thank you, Jake!

[Jake]

Hey helloarchitect,

I am glad to be of help. Please be on the lookout for an email from our Team once the form has been filled out. They will be able to assist you further from here, and ensure everything is good to go. Please let me know if you have any other questions as well, as I would be happy to take a closer look.

Best regards,

Jake 

[Ryan_G]

Hi helloarchitect,

Thanks for being here in the Google Nest Community.

I'd like to jump in here and check if you still need help. I checked the case and our support representative sent you an email regarding the replacement.

Let us know if you have further questions.

Regards,

Ryan

[helloarchitect]

Thank you, Ryan.  I just received the replacement and need to charge it via USB.  Will report back if anything is amiss.

Otherwise, if all works as hoped, I will place the old units into the box and return.

Thanks again-

[janthadeus]

Hey everyone,

It looks like we can consider this one complete, so I will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks for your help here, Edward, Jake and Ryan.

Best,

JT

[Jake]

Hey helloarchitect,

I am glad to hear you got the new device. I am going to keep the thread open for a couple of days to ensure everything is working properly from here. Please let us know if you have any trouble, as I want to ensure you are good to go.

Best regards,

Jake

[helloarchitect]

Hi guys,

Still having issues. A previous call with Nest determined my Y node on the backplate is defective.

Model: Nest Thermostat E (1st Generation), Display-4.8, Backplate-7.6

Serial: I can provide if needed.

Wiring configuration: Y1 cool, G fan, R power, W1 heat, C 24V common  (*OB is empty)

After testing with a Nest agent, we were informed the Y1 is faulty and we are out of warranty.  This has been an ongoing issue since we were sent a replacement unit, but are now only acting on this since we have a newborn, it's summer time, and we live in the southern California desert.

Geoff

I am not in front of my unit at the moment and cannot provide the power reading.  However, my app says the Battery is 3.93 volts.