This is my experience with Google Nest warranty:
Google has now responded that this thermostat is no longer supported in my area and that it is out of stock and no longer available. This is in response to my repeated requests for the thermostat to be replaced under warranty.
But Google has made it absolutely clear to me that they would honour their warranty and replace the unit sent to them, as shown in the following emails. Google have said to me:
- 19/4/25 ‘We will ensure you receive the replacement unit as soon as possible’. This is after Google had stolen my faulty unit in December 2024, kept it in their store, and not advised me of anything.
- 19/4/25 ‘You’ll get another email when your item is dispatched’
- 19/4/25 ‘We confirm the defective device was correctly returned on 10 December 2024. We’ve successfully processed a new replacement for the Nest Thermostat E to be sent to you. And it will be shipped within 2 to 3 business days.’
- Additional to the replacement of the thermostat, Google even offered me a cash credit as a goodwill gesture to compensate for the inconvenience I experienced. There is no amount of compensation that Google could offer that compensates me for Google’s illegal behaviour in this matter. I rejected their offer.
- 23/4/25 ‘We can assure you that the thermostat we sent you is a pristine, tested and fully functional replacement. The replacement thermostat is on its way.’
Total lies from Google, there was no replacement thermostat ever sent and it was definitely not on its way to me. This is typical of Google behaviour regarding warranty claims, they will flood the customer with feel good responses which are lies in order to appease the customer and delay as much as possible a resolution of the problem.
- It has taken Google a minimum of 4 months to get to this point. Right from the day Google directed me to send them the faulty thermostat on 27/11/24 for replacement under warranty, Google has persisted in lying to me, delaying any action on their behalf, and avoiding any action that adheres to their legally constituted warranty conditions.
- Google has kept my faulty thermostat for at least 4 months without notifying me of their actions, and during the last three weeks they have regularly advised me that they would be replacing it under warranty, right up to a week ago! And now 4 months later Google is telling me that there is no stock available where I live and are offering a cash refund. Why has Google refused to tell me this up to now, why didn’t Google tell me this 4 months ago? My heating system has been inoperable for at least 5 months due to Google’s ineptitude and illegal actions.
If Google persists in running this line that there are no replacements available in my area then I reject that as false. I do not want a cash settlement, I want a thermostat that works for more than 4 weeks and continues to connect to Wi-Fi and Bluetooth. Either send me a replacement from another area like USA, or return my faulty thermostat so that I can at least have an operating heating system but without Wi-Fi, or send me a new updated model thermostat that does not have the same Wi-Fi W5 issues the Type E thermostat has.
