Google Nest Thermostat Base has Design Flaw and Google is not Rectifying the Issue

[TheBigE]

I bought a gen 3 Nest learning thermostat about 3 years ago.  A little over two years later, the unit failed after a power outage. After spending hundreds of dollars on an HVAC tech to trouble shoot my system, it was determined that the thermostat base failed. The base was not designed with a fuse, so any power spike (common during power outages), ruins the base, rendering the whole thermostat inoperable. I research online and find customer complaint threads with the same problem, and a robust after-market for replacement bases since they regularly fail for everyone it seems.  I'm out of warranty so Google sells me a replacement base for $50 and the thermostat is again operable.  About 1.5 years later (last week), another power failure, base fails again.  I spend hundreds of dollars again having my system diagnosed by an electrician. Again the base is found to be faulty.  I contact Google and spend over an hour on the phone troubleshooting all the steps, shutting off the breaker, switching wires, reading serial numbers, showing video, and arguing my case that the base has a design flaw.  The Google customer service tech tries to deny my claim, even grilling me if a certified Google tech installed the replacement base, even though they just had me on the phone for an hour re-arranging wires and testing voltage to troubleshoot. They just wanted to find a reason to deny the warranty claim.  Thankfully I retained the receipt for the replacement base, so Google needed to honor base replacement, though they insisted on me pre-paying for the base so that I was forced to ship the dead base back to them. Great level of customer trust and courtesy with that policy, even after what I just went through (over a week with no AC).  And now I see that Google is no longer offering replacement bases for sale.  So existing owners will be forced to buy used ones from Ebay apparently.  Bottom line is that my Nest thermostat, and all other customers who own them, will eventually need a replacement base in the future and will not be supported by Google since it's no longer offered.  They are obviously aware of the problem, so that decision is terrible customer service.  The thermostat is expensive and the design flaw is obvious, and clearly documented anecdotally online everywhere.  I wish I never purchased it because I know total thermostat replacement will be required before long. And I have two of these in my house.  It's a shame that Google is walking away from customers who own this flawed product. And it's even more reprehensible the hoops I had to jump through and Google's attempt to deny my warranty claim if I hadn't used a Nest certified installer, even after I performed the equivalent install steps during the troubleshoot at their direction! Another company only in it for the money and not doing the right thing.  With this lack of customer service and product support, I will not consider another Google product.  This is shameful and doesn't need to be this way. I cannot recommend purchasing from Google and I will share my story whenever possible. Google chose the low road.

[Markjosephp]

Hello TheBigE,

I'm sorry you have to experience this, and we hope you can have a better time. For your benefit, I'd like to investigate this further and try to make things right.

Could you please share with us your support ID number related to your claim? I'll look forward to your response.

Regards,
Mark

[TheBigE]

Hello Mark. My case number is 7-1240000034809. I appreciate your initiative to investigate my issue, and I would be more than happy to discuss the history of my case in detail if you wish, and even provide the receipts for both of the replacement base plates that I've been forced to purchase to keep my thermostats functional. But aside from the questionable customer service that I received in my case, the larger issue here is that Google has chosen to discontinuing support for this design flawed model via no longer selling the crucial replacement part for this flawed product. A replacement part which should by all account be free for customers who have to suffer this design flawed product. But instead, all Gen 3 Learning Thermostat owners are in a bad situation and are on borrowed time. People such as myself who have well over $1,000 invested at this point between purchasing two thermostats, two replacement bases, and paying for service calls by an HVAC professional to troubleshoot the issues on multiple occasions when there has been an outage surge are in a pickle.  How many more outages will occur requiring a new base plate, and how long before Google doesn't even have the part available?  It's already been pulled from the Google store. How can Google just stop supporting a flawed product? A simple low cost fuse in the base would easily correct this problem. Have a fused base manufactured and sent to customers with this flawed product. Or recall the item and refund our purchase price.  I would gladly return both of my Nests to Google for a refund.  It's clear that Google support (base plate) for this modal will likely not be available in the near future. And Google support was more concerned with trying every angle to weasel out of warranty replacement than to be genuinely apologetic and support product owners through good will. Even to go as far as forcing customers to prepurchase the shorted out base, because that couldn't possibly have been just comped for a customer that was just a week without a thermostat.  I even had to show my thermostat via live video because reading the tiny serial number wasn't proof enough that I owned it apparently. Also, how can a company ever point to an expired warranty period as a legitimate basis for not rectifying a design flaw that is clearly widespread based on even light reading on the Google forum.  How is this customer support and good faith?!? Google knows it's an issue.  What a debacle.   

[Markjosephp]

Hey there,

We deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback. I really want to get your Nest Thermostat back on track if it's still installed.

If possible, I see that you have a C-wire installed on it based on notes from the support ID number. Can you help me gather your thermostat's power readings in the Technical Info settings with and without the C wire? So, remove the C wire, leave it disconnected, and restart your thermostat by pressing and holding its screen for 10 seconds until it shuts down to refresh before getting the power readouts.

Note: Turn off the power from your HVAC system at the breaker box before touching the wire.

Best,
Mark

[TheBigE]

I installed the new base that arrived yesterday and the top of the thermostat flashed green/orange intermittently.  Then it directed me to detach it from the base then reattach it.  It requested this multiple times (I complied), then it went black (with the flashing). I charged it via USB and re-attached it. It showed the clockwise blue band for a few moments and then indicated that the thermostat was shutting down. Now just black screen with amber and green/orange light at the top intermittently.  So I was unable to check voltage. When the HVAC techs were here last week they indicated that the wires had ample voltage. So I switched this thermostat with the other nest in the living room (separate zone) to diagnose, and performed a factory reset on it. Now they both appear to be functioning normally; they both successfully call for heat and AC. But I would be happy to work with you over the phone to confirm that all voltages are correct on both thermostats if you feel that is prudent.  

My concern (as I've belabored ad nauseum in my previous posts) is how to avoid this problem in the future.  I have no control over power outages and this has happened twice now since owning these. I'm no electrical engineer, but It seems like there needs to be a fused link somewhere in the system wiring or something. Thanks for your time.

[RenzJ]

Hi folks, 

Thanks for the help here, Mark.

@TheBigE, I appreciate you posting and updating us on your efforts to address your concern about finding a fix. Also, we'll take your feedback as an opportunity to learn and to be able to provide a better experience in the future. Feel free to create a new thread if you have more questions or other concerns, and we'll be happy to help.

Cheers,

Renz

[elippert]

Exactly same experience but, it is the second time it happens, and this time nobody answers at google. any recommendations on how to get replacements for one second and one third gen base plate?

Thanks!

[TheBigE]

Start a new thread and summarize your experience. They will eventually answer. Good luck. Mine still doesn’t work and I’ve spend so much money and time on this. I may switch back to a Honeywell at this point. So much money and time wasted. I will not recommend this thermostat to anyone. Awful experience.

[Junepress]

I also had to same issue twice.