Need replacement under warranty

[Steve]

My battery operated nest protect has failed (failed sensor). I posted two weeks ago  asking how I get a replacement as it’s within the warranty period. A guy called Ai sent me a message asking me to email some details, but I’ve heard nothing back (Case ID [9-0120000031696]).  That was over a week ago. He’s locked the thread, so I can’t ask what’s happening, so I’ve had to start a new thread for the same problem.

Does anyone know how to get google to replace a faulty protect device under their warranty?

[Mberends]

Hi there,

I requested a replacement of my Nest Mini under warranty. Google replied to me with a link to this thread? What do I do?

[Jwalter381]

Why am I being directed to this thread? I'm looking for a replacement warranty

[slatsu]

Need Nest thermostat replacement because it is faulty and cannot be connected to my home wifi.

[Kingk1]

Been awaiting labels to replace faulty  nest thermostat for 10 months . Impossible to get any response or contact details as all emails sent regarding this are no reply 

[Steve]

Good luck. Three months on, I’m still waiting for a resolution. Absolutely awful treatment from such a massive global brand. Can’t wait to replace the units I still have and get google out of my house.

[steven2]

I'm encountering the same issue.

1/ Filled in form: https://support.google.com/product-documentation/contact/nest_warranty?hl=en. No response after several weeks, no idea if this has been registered since not even a confirmation mail is sent after submitting the form.

This message is also very questionable since these device are sold to a lot more countries than just US or Canada: "* Form submissions from customers outside of the United States or Canada will not receive a response. Please contact our customer support teams (link to contact us page)"

2/ So tried https://support.google.com/googlenest/gethelp

Chat: hitting submit button just return message that all support specialists are busy. No queueing, you just need to retry with the submit button.

3/ Call me function: just return message "oops something went wrong, try another method to contact us". How convenient.

4/ Call us option: US number, again: how convenient. Calling from Europe will get rather expensive if i'm gonna be put on hold for 2 hours (which I most definetly expect seeing the results of my other options)

It seems from previous posts that the only way to get a case picked up is via a helpfull employee on this forum which should not be the correct procedure for a company like Google. Unless it's intentional of course..

So please: can someone either check if I have a registered claim, provide a link to be able to log a case & confirm that is was logged?

[Tylerkeith]

I’m needing assistance as well but don’t know how to contact them. After reading what happened to you makes me nervous. I will never buy another nest product if it’s this hard to get support. 

[Steve]

Me neither. Before they were bought out by Google Nest were brilliant, but now they are absolutely awful. There is essentially no warranty on their products. Good luck getting hold of them. There is a link above to a support request form and sometimes you get a response from support on this forum, but I found it virtually impossible to get a response from anyone.

[GarrettDS]

Hey there, 

If you're needing a replacement device, we suggest you contact customer support for immediate help. 

We will be closing this thread as we have not heard from the OP. 

Best regards, 

Garrett DS

[steven2]

Hi guys,

Have been able to reach someone using Facebook messenger. Not my medium of choice but whatever works, right? Fill this in https://support.google.com/googlenest/gethelp & proceed to step 3, select other option & select Facebook which takes you to a Messenger chat with them.

"Funny" thing is, when they asked for a screenshot of the error I placed the batteries back in & the thing is now showing no more error & hasn't given a false alarm since.. I also finally got a case id the day after via mail. I filled in the form about 2 week prior.

Good luck with your case!

[Tonytony]

I spent 45 on the chat feature with a rep only to have him disconnect the session for no reason at all 

[dcaraballo]

My 5 1/2  month old Nest Thermostat stopped working. I just replaced it but I need to request warranty on the damaged one since it is within the 2 years limit. Please assist. Darwin

[Dmpnyc]

I need warranty help and google seams to make this very difficult to figure out where to go?

[learningnest]

I too am finding it difficult to contact Google Store to have my Nest Learning thermostat replaced for having faulty battery. Any idea how to get that done?

[Dorymarqz]

Waiting on a new nest thermostat. Called and was told I would get a shipping tracking number. Fedex shows google received the broken unit 12/30 and it’s now 1/14 when will new unit be sent?

Google nest case 8-############2072

TIA

[PeterA]

Here is their customer service number that worked for me 

+1-############

[PeterA]

Here is the customer service number can’t post numbers so I’ll write it out. 

one eight five five four six nine six three seven eight

[Dorymarqz]

Thank you Peter!