Defective Thermostat

[jdiamondh]

On October 20th 2022 I purchased a Nest Thermostat (serial number ###############). After installation it worked very well for the winter months but a couple months into the warmer months when the air conditioner kicked on the heater kicked on with it. I unplugged the heater/air conditioner and waited about minute and plugged it back in. It worked fine and continued for a period of time an then happened again. I contacted a service tech who came out and checked everything and was told it was all in good working condition. A couple of months later it did it again and I became concerned that the heating/cooling unit was not operation correctly and I called another service tech. He checked everything and said everything worked fine but said he could disconnect the heater so it would not happen again and we could call him when it turned cold to reconnect it. I told him go ahead. He came back in the fall and reconnected it and we had no issues. Then in late spring it did it again. I called another tech after unplugging it several more times. After explaining the issue to the tech his first question was, do you have a Nest Thermostat. I told him yes. He said this is a known issue with these thermostats and the only thing that I could do is replace the thermostat. We did that and no issues have occurred. If this is a "known" issue why hasn't Google Nest issued a recall or at least contacted the affected users? This is not a cheap thermostat and I have at least 5 service calls regarding this issue at an average of $125.00 per call. I'm not happy and I fell that Google Nest should either replace the unit with a unit that works properly or at the very least refund my purchase. I would really like to hear from someone regarding this issue.

[luciaaa]

Hi, @jdiamondh,

Thank you so much for reaching out to the community. I understand how frustrating and inconvenient it must have been to experience repeated issues with your Nest Thermostat. I apologize for the trouble you've encountered. I'm pleased to assist you.

Regarding your refund request, please fill out this form with all the necessary information. Once you've completed the form, let me know. Our team will review your case and get back to you as soon as possible. 

Keep me posted.

Best regards, 

Ana

[jdiamondh]

Hi Ana, I just submitted the requested form. I would like either a refund or a new thermostat. If there is any cost for a better or newer version I would be happy to pay the difference.

Joseph H. Diamond

[luciaaa]

Hi, @jdiamondh,

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.

Best regards,

Ana