I am writing to formally escalate a recurring hardware failure involving my Nest Learning Thermostat (3rd Gen). To date, I am on my fourth consecutive unit provided by Google, all of which have failed with the documented W5 (Wi-Fi Chip) hardware defect.
I am formally requesting a permanent resolution—specifically an upgrade to the 4th Gen Learning Thermostat—to break a cycle of "Refurbished Loop" failures that has occurred every 6–8 months.
Technical Evidence of Terminal Failure:
• W5 Error Code: The device has completely lost Wi-Fi functionality; the "Network" menu is missing from the Reset options.
• Voltage Drop (Internal Short): The battery was manually charged via USB to 3.84V. Upon being placed on the base, it plummeted to 3.76V within minutes, confirming an internal power leak caused by the failed Wi-Fi chip.
• Verified Wiring: My system is professionally configured with a Nest Power Connector, providing a stable Voc of 35V and Iin of 40mA. The infrastructure is not the cause; the hardware is.
The Basis for Escalation:
As Google has publicly acknowledged, the W5 error is a known manufacturing defect. Providing "Refurbished" 3rd Gen units as replacements for this specific defect has proven ineffective in my case, leading to four identical failures in less than three years. Under consumer protection principles, a product must be fit for its intended purpose; a thermostat that requires replacement every 6 months is not a reliable safety device for a Canadian winter.
Requested Resolution:
I am requesting that Google provide a brand-new 4th Generation Learning Thermostat or a full refund of the original purchase price. The 4th Gen hardware addresses the power management flaws inherent in the 3rd Gen model.
Continuing to send refurbished 3rd Gen units is an inefficient use of Google’s resources and a significant burden on my time and home comfort.
Please note that other than WIFI issue, the device screen goes black out many times and requires reset to resolve.
