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
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?
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!
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.
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.
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.
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.
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.
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.
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.
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.
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…
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.