Beware of Warrany

[Holder19]

My google nest suddenly stopped connecting to the wifi 2-3 months ago. This is the second time this happened, my first nest thermostat lasted 2 years before failing and I got a warranty replacement in February 2023 so I figured this case would be the same. Went through the troubleshooting steps two times with different agents with no success. Unfortunately, I was informed my warranty didn’t get extended because they only replaced the display and not the base. Therefore, my replacement thermostat wasn’t in warranty and I’d have to pay for a replacement. Seems like a malicious loophole to avoid fixing a known issue with your product. If you get a warrant replacement, make sure they send you a full replacement.

[Markjosephp]

Hello Holder19,

I'm sorry to hear about the issues you've been experiencing with your Nest Thermostat and the challenges you've faced with the warranty replacement process. I understand that the warranty replacement didn't cover the entire device and that you're now facing additional costs for a replacement. I'd like to take a look at this for you.

Can you share with us your support ID number so we can check for other options?

Regards,
Mark

[Holder19]

For your reference your case number is7-6584000035212

[Markjosephp]

Hey there,

Thanks for providing us with your support ID number. It appears to be an issue with your thermostat not being able to detect any Wi-Fi networks available. As I see you have exhausted all the possible steps, I'd love to give it another shot in a different approach.

Could you give these steps a whirl?

1. On the thermostat, go to Settings > Reset > Account Connection > Reset to confirm.
   1. This will unlink the account and forget the network connection.
2. Press and hold the thermostat screen or button for 10 seconds until it shuts down to refresh.
3. When ready, go to the Network settings to see if any message codes will appear below.
   1. If there is, let us know.
   2. If none, go to Technical Info > Power > Battery Level.
4. If it's under 3.7 volts, pull the thermostat display and charge it for an hour to recharge before plugging it back into its base.

Another possible reason why the thermostat can't see any networks is due to its low battery status. In order to save the battery, it'll disable its smart features until recharged.

Keep me posted.

Best,
Mark

[Holder19]

No error code, battery is at 3.818 V

[Markjosephp]

Hi Holder19,

Thanks for giving it a shot. Have you had a chance to try manually typing your Wi-Fi network name and password? Did you get the same message?

Regards,
Mark

[Holder19]

Yes, it could not find the network 

[Markjosephp]

Hello again,

Got it. To make sure everything is covered here, have you had a chance to reach out to our senior support via email? If you haven't yet, please reply back and continue the discussion over it, or contact us back by referencing the support ID number so the next representative will have an idea of what's going on and to proceed with checking for available options for you.

Let me know if you need anything from me, but you can always start a new thread for future questions or concerns.

Warm regards,
Mark

[Holder19]

I’ve spoken to two reps over the phone on two different occasions.

[Markjosephp]

Hello Holder19,

I know it has been a while, but I wanted to ensure that everything was covered here. To review your device warranty, please go to the Hardware Warranty Center.

Feel free to start a new thread for any future questions or concerns.

Best regards,
Mark