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Need replacement under warranty

Steve
Community Member
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?
 
 
 
57 REPLIES 57

JillG
Diamond Product Expert
Diamond Product Expert

Hi Steve, 

I will escalate your post and case number over to a Community Specialist to respond.

Jill

Steve
Community Member

That would be great. Thank you!

Dmpnyc
Community Member

Why do companies make warranties so difficult? I bought something it’s broken , send me a new one and I’ll send back old one , it’s easier for me to buy a new nest thermostat and sensor take out new sensor and return back the Product for a refund saying it arrived not working ? Honestly it’s much simpler then trying to navigate help and find out how to use help and then prove to you I have your product 

PeterA
Community Member

Jill, I need to file a warranty. I purchased my unit February 14, 2021 from Portland General Electric. I called them about the issue and they said I’m past the 30 return and I need to contact the manufacturer. Please tell me what I need to do. 

Daniel22
Community Member

My Thermostat is faulty after less than 3 months of use - I have already purchased a new one from Home Depot but they (HD) would not accept my old thermostat return because it has been longer than 30 days. How the heck can I return this thing or at least replace it ? 

JillG
Diamond Product Expert
Diamond Product Expert

Still working on getting your case number over to a specialist...haven't forgot!

Steve
Community Member

Thank you!

Steve
Community Member

Just got an email reply from support referring me back to this forum!

 

 

I’m supposed to get. 2 year warranty with my nest protect, but it seems impossible to claim!

 


Does anyone know how to claim under the warranty for a replacement for a faulty device?

 

Thanks 

JillG
Diamond Product Expert
Diamond Product Expert

Oh no...😬I am going to nudge the escalation I made again. Hang tight and thanks for updating---

Steve
Community Member

Nearly a week on and still getting nowhere.

 
My unit is supposed to come with a 2 year warranty, but it's impossible to get through to anyone to claim. I've been trying for nearly a month now!

Mteg78
Community Member

Hey Jill can you send me in the right direction to get mine replaced under warranty?

Dmpnyc
Community Member

I’m just going to buy a new thermostat and sensor on Amazon’s and exchange broken part and ship it back to them for a refund , that’s how stupid google claim system is 

Steve
Community Member

10 more days and still no progress. I’ve been trying for over a month now to get a warranty repair or replacement for my faulty protect. I can’t get anyone to respond.

 

Does anyone know how to claim on the two year nest protect warranty? I’ve followed the instructions on the warranty document and on the website and got absolutely nowhere!

GarrettDS
Community Specialist
Community Specialist

Hey Steve,

 

Having issues with your Protect is not ideal, and I am sorry you are running into trouble. I wanted to reach out to let you know that I am looking into the issue for you at this time.

Thanks as well JillG for the help!

Thank you so much for providing me with the case number. I have reviewed the case and at this time, I have escalated this up to higher Team. They will be in contact with you very shortly. I understand the frustration and truly am sorry for the delayed responses from the previous Team. Please let me know if you have not heard from our Team in the next 24 hours, as I want to ensure you are being helped from here going forward.

Best regards,

Garrett DS

Steve
Community Member

Thank you! I’ll let you know either way.

Best wishes,

 

Steve

Steve
Community Member

After five weeks, I've finally got an RMA number (RMA67806608) to get a replacement for my faulty nest protect, but the link in the email to order a replacement doesn't work it just takes me to a page that says "The requested URL was not found on this server." 

Does anyone know how I actually order a replacement for my faulty nest protect under the 2 year warranty (my unit is only 18 months old). I've spent five weeks on this and I'm getting absolutely nowhere.

Can somebody order me a replacement (you have all my details as I've sent them a dozen times or more when you've requested them) or send me a link that works?

This really is ridiculous.

What was the email you used to contact Google Nest to get a warranty replacement? I can't find anything!!!

Thanks

I know they’re useless. The only way I got through to anyone was by posting to this forum and waiting for someone to get in touch. Truly appalling…

Steve
Community Member

OK, I finally got the right link and the new unit has arrived. Only the new unit was manufactured in October 2018 (three years ago) and is way older than the device it's replacing! So now, I won't get the 10 years out of the unit before it expires. This is after waiting 5 weeks for the replacement! I'm really disappointed, Nest was much better before they were bought out by Google.

GarrettDS
Community Specialist
Community Specialist

Hey Steve, 

I apologize for the frustrations around this. I'm happy to take this feedback and pass it forward as this is not the experience that we want for our customers. I understand that this is not ideal and can definitely pass this forward. 

If you have any further questions please feel free to ask. I will be closing this thread in 24 hours. 

Best regards, 
Garrett DS

Steve
Community Member

Thanks, but how do I get a proper replacement rather than this old unit?

 I note that you say that "this is not the experience that we want for our customers". Does that mean you'll do something about it?

My only other option is to complain via my credit card company, but I want to make sure I've exhausted all other options first.

DFH
Community Member

Hi Steve,

I am having the same problem with a nest protect failing because of a ‘faulty sensor’.

The unit was purchased earlier this year.

would you mind sending me any info you have regarding how to return it under a warranty claim as I haven’t been able to find anything online.

Thanks.

Steve
Community Member

It was impossible to get through to anyone from google/nest even following the instructions within their own terms. I eventually got someone to log a complaint via this forum (see above) and after five weeks of constant chasing I got a replacement. Only the replacement is three years old so I've lost 2 of the 10 year lifetime of my product. They refuse to provide a like-for-like replacement, so I've applied for a full refund via my credit card company due to breach of contract. They say I should get my refund within the next 5-10 days and they'll chase google/nest themselves saving me any more hassle. I'll never buy one of these again which is a shame as before Nest were bought out by Google, their customer service was brilliant.

Skh8688
Community Member

So, I finally figured this out. Contact Nest directly at 855-469-6378 instead of trying to find an online landing page. That doesn't exist. The call center was easy to work with and I got my warranty Nest Thermostat replacement. 

Steve
Community Member

Glad it worked out for you. Sadly, that number only works in the US. There is no non-US number - at least not one where you can speak to anyone.

Steve
Community Member

Deleted post (incorporated into previous comment)

Steve
Community Member

Deleted post (re-submitted as reply to the post above from DFH).

linit01
Community Member

I have a faulty protect i purchased 3/4/21, the sensor is saying it is dirty but it is not.  I purchased this directly from Google, how to I get it replaced?

Steve
Community Member

I’ve been trying for over two months now. I got no response via email. There’s no phone number. There’s a form listed in their terms and conditions, but nobody replies. It’s ridiculous. The only response I’ve had is what you can see above after my original post. I did eventually get an email and a reference number and even got a replacement in the end, but the replacement was over three years old and I only bought my original unit last year, so I’ve lost 2 years of it’s 10-year lifespan. I’m now trying to get the replacement replaced, but the customer support is just awful. It’s such a shame as Nest had brilliant customer service before google took over. I’ll never make the mistake of buying anything google-related again. Good luck with your faulty unit. Maybe start a mew thread and hope that somebody picks it up and gives you a customer service reference. Noting else worked for me…

DFH
Community Member

Hi,

I contacted Google via their Nest support contact page [ https://support.google.com/googlenest/gethelp ], had a brief live chat with one of their support staff and got a replacement in under a week. So far the replacement seems fine.

I know other people have had very different experiences trying to resolve this type of issue, but Google Nests customer support was great for me.

Steve
Community Member

I used that form twice and in two months have had no response at all. I only managed to get hold of someone via this forum and still two months later I don’t have a working replacement.

Marissa7725
Community Member

Tried to chat, says unavailable 

linit01
Community Member

Well that sucks!  Thanks for the update Steve and I may be joining you on that path 😞

linit01
Community Member

Since the smoke detector is still within the warranty and we cannot get any action, I will be filing a complaint soon with the BBB. 

Steve
Community Member

Good luck! I’m aiming to get a refund from my credit card company and I’ve reported google to various government agencies here in the UK to alert them to the issue.

linit01
Community Member

Steve, I was able to do a Chat with Google Nest support from this link https://support.google.com/googlenest/gethelp

 

Try this and see if it works for you too.

DavidR
Community Member

Hello you replaced a faulty door bell at December 2019. the door bell facia was peeling.

 

Unfortunately the same thing is happening with the replacement

KAN
Community Member

My internal battery has failed. This is a Nest Thermostat E 3rd Generation

Jackieboy
Community Member

Need a replacement nest digital thermostate as it's is not matching the actual temperature in the house. Please get back to me as soon as you can. 

 

Many thanks 

 

Jack