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$10,000 damage caused by Nest malfunction

Rabidi
Community Member

My third generation Nest thermostat malfunctioned and turned the AC on while in "heat" mode. My AC unit had a winter  cover on it and Nest ran the AC for 3 hours while we were not home. The AC unit burnet out because of overheating under the cover. We could have a had a fire.  It is now costing me $10,000 to replace the AC system and Google is not taking any responsibility for the damage.  Very unfair!!!

6 REPLIES 6

MelbaDT
Community Specialist
Community Specialist

Hey Rabidi, 

 

Sorry to hear about what happened and also for the delayed response. I want to check on this further. 

 

Had you reached out already to our support team about this? If yes, could you provide the case id of your interaction so I can have it reviewed?

 

Best, 

Melba

Rabidi
Community Member

Here is the case number

6-0543000031853

MelbaDT
Community Specialist
Community Specialist

Hey there, 

 

Thanks — I'm currently reviewing your case. Hang in there!

 

Best, 

Melba

MelbaDT
Community Specialist
Community Specialist

Hey Rabidi, 

 

Sorry for the delay but I've re-escalated your case to our higher level of support for further investigation. I'll get back to you as soon as I hear back from them. Please continue to hang in there. 

 

Best, 

Melba

MelbaDT
Community Specialist
Community Specialist

Hey there, 

 

My apologies for the long delay here but I wanted to ensure you've got the email from our higher level of support. Please reply back with the information they're asking so they could further investigate this. 

 

Best, 

Melba

MelbaDT
Community Specialist
Community Specialist

Hey Rabidi, 

 

I checked on your case id and I've found out that it has been escalated further. Let's continue the communication there. Should you have further questions or want to know the status of the case, simply reply back to the email of our higher level of support as this thread will be locked after 24 hours. 

 

Best, 

Melba