Complaint Regarding Faulty Google Nest Thermostat Causing Furnace Damage

[JW31]

Hi Google Support,

I am writing to express my disappointment with the Google Nest product. I have been using the Google Nest 2nd Generation thermostat for years.

Recently, my furnace stopped working, and upon inspection, the HVAC technician discovered that the gas valve had failed due to a short circuit in the Google Nest thermostat base.

According to the technician, the issue was caused by the thermostat base plate incorrectly connecting the R and W terminals, which resulted in the furnace continuously running in heating mode. This constant operation led to the gas valve burning out. Consequently, I had to replace both the gas valve and the thermostat.

While I understand that the Google Nest 2nd Generation is out of warranty, I believe that a faulty thermostat should not cause damage to other expensive components of the furnace. I am requesting that Google consider providing some form of compensation for the costs incurred due to this issue.

I appreciate your attention to this matter and look forward to your response.

I have video of measuring of the short circuit, as well as the faulty thermostat base, can be provided if needed.

[sicsacol]

Hi @JW31,

Thanks for posting in the community forum. I'm sorry to hear you've had such a frustrating experience with your Nest thermostat and your HVAC system. I understand your complaint and appreciate the detailed information you've shared. Don't worry, I'd be more than happy to look into this further for you to help provide a solution. 

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Please let me know once you've filled out the form.

Sincerely,
Jonathan

[JW31]

Thanks for the reply, I just filled the form using the link.

[sicsacol]

Hi @JW31,

We've received your form and appreciate the details you provided. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post.

Regards,

Jonathan

[JW31]

I recently received an email from your team advising me to gather the necessary information and contact support. I followed these instructions and prepared all the requested details, and reached out through the provided link in the email.

However, to my frustration, the support staff I interacted with did not even review the information I had prepared. Instead, he informed me that I would receive another email with further instructions. This has turned into a frustrating and time-wasting cycle, it looks like that the process of preparing information ultimately served no purpose.

I find this experience disappointing and inefficient. It failed to provide the support I was expecting from Google Nest.

I look forward to a resolution to this matter.

case number is 0-1788000037879

[sicsacol]

HI @JW31,

Thanks for your reply.

I understand how frustrating this can be, and I'm sorry for the experience you had. After reviewing the case you've shared. We've escalated this issue to the appropriate team. They will be working diligently to resolve it as soon as possible.

I really appreciate your patience as we work on your case, and sorry for any inconvenience caused. Please let me know if you have any questions from here, as I'd be happy to take a closer look.

Sincerely.
Jonathan