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Brand New Nest Not Turning Properly

megjack19
Community Member

Hello, I purchased 2 brand new Nests and had them installed yesterday.  I purchased the Nests and installation services through Google.  One of the two Nests is very difficult to turn and the Ontech technician noted that it didn't feel right and tried uninstalling and reinstalling but was unable to fix the issue.  I've tried contacting Google to get this replaced but haven't had any luck.  How do I go about getting a new device and installation?  I shouldn't have these issues with a brand new device and haven't had any help through Google support.  Thank you!

5 REPLIES 5

CoolingWizard
Silver Product Expert
Silver Product Expert

Quick question.. when you remove the display, then try to turn the ring, is it still stiff?

 

Ken, The Cooling Wizard

NestPro and HVAC company owner

Hi! It’s tough to turn either way, unfortunately. The tech took it off the wall and tried it. I’ve also tried pulling a bit as I turn because I saw that as a suggestion on another thread and tried spinning it back and forth to see if it would loosen up but none of that worked so I think it’s the device.

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

@CoolingWizard, thanks for the help!

 

@megjack19, thanks for reaching out. We'd like to know more about this. Please fill out this form so we could investigate further.

 

Thanks,

Edward

Thank you @EdwardT.  I've submitted the form - please let me know if you need any additional info.

EdwardT
Community Specialist
Community Specialist

Hi megjack19,

 

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

 

Thanks,

Edward