Back plate replacement for 3rd generation thermostat

[sdureja]

My technician told me that the back plate of the thermostat has gone bad. He tried connecting wires manually but it did not work. Needs new replacement back plate. The number is E360129

[zoeuvre]

Hi sdureja, 

Thanks for reaching out to us. Are you located in North America or Europe? And could you share with us the image of the service invoice from the technician stating that the issue is with the Nest Learning Thermostat's base? This could help us take a closer look at the case. 

I'll look forward to your response. 

Best,

Zoe

[sdureja · Accepted solution]

Dear Mr. Zoe,

Thanks for your response.  I'm located in New York USA.

It was Home Serve's technician with whom I have the service contract. On my service call, Home Serve sent their technician for the service. He checked both the thermostats as I had the issue with both of them. One was good but the other was not.  He checked manually also by using different wires but that did not work and then suggested for the replacement of base plate. Home Serve technician did not give any service memo. However, I wanted to send the image of the base plate but I do not see this option. The serial # of my thermostat is: I hope the above info can solve my problem .

Thanks n Regards

Subhash Dureja

For the safety of our community members, this post was edited to remove personally identifiable information

[sdureja]

Dear Mr. Zoe,

Thanks for your response.  I'm located in New York USA.

It was Home Serve's technician with whom I have the service contract. On my service call, Home Serve sent their technician for the service. He checked both the thermostats as I had the issue with both of them. One was good but the other was not.  He checked manually also by using different wires but that did not work and then suggested for the replacement of base plate. Home Serve technician did not give any service memo. However, I wanted to send the image of the base plate but I do not see this option. The serial # of my thermostat is:

I hope the above info can solve my problem .

Thanks n Regards

Subhash Dureja

For the safety of our community members, this post was edited to remove personally identifiable information

[zoeuvre]

Hi there, 

Thanks for getting back to us. The service invoice from the technician who identified that the issue is with the thermostat is needed so we can check more on the diagnosis details. If, by any chance, you can no longer reach out to the technician and ask for the service invoice, we will need to proceed with the troubleshooting instead. 

Regards,

Zoe

[sdureja]

Hello Mr. Zoe,

Thanks for your response.

I may not be able to get service invoice from the Home Serve's technician as there is no such practice that the technician writes the service invoice and moreover, it is hard to reach out to the same technician who identified the issue with the thermostat. After identifying the issue with the thermostat he installed a new Honeywell programable thermostat.  In that case can we proceed with the troubleshooting? I think I'll have to put back the Nest thermostat to start with the troubleshooting. Please let me know. 

Thanks.

Regards

Subhash Dureja 

[zoeuvre]

Hello sdureja, 

I'm sorry for the late reply. If you agree to troubleshoot the issue, we can proceed by first reinstalling your thermostat on the wall. Also, could you tell me more about the main reason why the thermostat was diagnosed as faulty? 

Thanks,

Zoe

[sdureja]

Hello Mr. Zoe,

Thanks for your response.

As suggested I'll reinstall the thermostat on the wall in order for you to troubleshoot my problem. You have asked me the reason for diagnosing my thermostat faulty. I got the message on the thermostat as under:

                                                             E102

                                                 WIRING  REPORT

Your thermostat has detected a problem with the W1 wire.  Learn more at Nest.com/e102.

                                                TECH INFO DIAGRAM

The technician checked the wire. I have C wire also but it did not work.  Then he told me that the base plate is defective and needs replacement.

Please let me know when you will be ready for troubleshoot the issue.

Thanks n Regards

Subhash Dureja 

[zoeuvre]

Hello there, 

Thanks for letting me know. Don't give up on us yet—we'd like to further check on this. Could you fill out this form and let me know once you're done? 

Kind regards,

Zoe 

[sdureja]

Hello MR. Zoe,

I'm unable to open the form when I click on "this form" in blue.  I would appreciate if you could send the link or let me know some other way so that I could open it.

Thanks.

Regards

Subhash Dureja

[zoeuvre]

Hi Subhash, 

Oh! I'm sorry for that. Here's the regenerated form for you to fill out. 

Best regards,

Zoe

[sdureja]

Hi Zoe,

Necessary form was sent to you duly filled in as desired.

[Jenelyn_O]

Hi there sdureja,

Chiming in — thanks for letting us know. We received your form and created a case for you. Please keep an eye on your inbox or messages, as our support team will get in touch with you soon.

I appreciate the help, Zoe.

Cheers,

Jenelyn