Case Update Status

[whawkusa]

Once you open a case for a faulty device, how long does it take Nest to respond to replace the faulty device. I am currently on Day 5.

[Markjosephp]

Hello whawkusa,

Thanks for reaching out to the Google Nest Community Forum. I'd be happy to take a look at this for you.

Could you provide us with the support ID you have? I'll look forward to your response.

Regards,
Mark

[whawkusa]

Case ID 3-2167000034124

[Markjosephp]

Hi there,

Thanks for sharing. It appears that you filed a claim for your thermostat — I followed up with the team, but I'd love to know more about this.

Could you provide more details about why you're opting to have your thermostat replaced? What specific type of Nest Thermostat is this? Also, could you provide a rundown of all the steps you've tried?

Regards,
Mark

[whawkusa]

Nest Learning Gen 3. Will not connect to internet. It has been connected since Jan 2023 and stopped being connected 7 days ago. I have reset it several times but will not connect or find any networks. I have 2 other Nest Gen 3's and they work fine. I have had nest Thermostats in other houses and not had this issue. I am a network engineer, so I understand networking, this is a Hardware issue and since its been past 90 days, Home depot will not take it back and replace it and the extended warranty will not replace it as its still under manufacture warranty.  

[Markjosephp]

Hey there,

Oh no! I'm sorry to hear that you're having an issue with one of your Nest Thermostats Wi-Fi connection, and I appreciate all the steps you've taken trying to reconnect it. Are you getting any reports on the thermostat's network settings? If so, what's the message code?

Keep me posted.

Best,

Mark

[whawkusa]

The thermostat is in my house and I am not there . I opened a ticket because it will not connect to wifi. The only error on the panel is. WIFI NOT CONNETCET. The only error is it will not connect to the network ( no wifi networks available ) . I have reset it to factory defaults and it still fails. Its a HARDWARE ISSUE on the thermostat. There is nothing wrong with my in home network. The Thermostat is 4 feet from my wi-fi router, so its not a distance issue. 

[Markjosephp]

Hello whawkusa,

Gotcha! Thanks for letting me know more about what happened. Soon, a member of our Warranty Claims team should get back to you via email. Please check your inbox, spam, or junk folder for any updates. Also, I'll leave this thread open for you to make sure that you've been taken care of.

Best regards,
Mark

[whawkusa]

I've been waiting for 5 days now. I'll be sure and talk #RealPositive about how well the warranty process works ( or doesn't work ). 

[Markjosephp]

Hey there,

I'm sorry if this took longer than I expected. We'd like to take a look at this for you instead.

Could you please fill out this form with the needed information? A member of our Senior support will be in touch over email to help.

Let me know once you're done.

Regards,
Mark

[whawkusa]

It has been submitted. I am going to look at replacing all my nest thermostats with Honeywell ones that actually work.

[Markjosephp]

Hi everyone,

I'm sorry you have to experience this, and we got your form. Our team is working on it and will get back to you as soon as they can. In the meantime, if you come across other information you'd like to pass along or have further questions, feel free to reply to this thread.

Best regards,
Mark

[Jenelyn_O]

Hello there,

Chiming in — Is there anything else you want to share with us? Please feel free to respond to this thread if there is. 

I appreciate your help, Mark.

Best,

Jenelyn

[whawkusa]

Someone filially called and they are replacing the defective hardware. Should not be this hard.

[Markjosephp]

Hi whawkusa,

That's a relief! We know that this has taken some time, but I'm glad to hear that we've come to a solution. So I'm going to lock this thread within 24 hours. If you have any other concerns or questions, please feel free to create a new thread.

Regards,
Mark