Google Nest Thermostat Warranty

[jeremyrogers98]

I need help getting a replacement or refund for my nest thermostat. I've put in three different warranty requests for the same product to get someone to contact me, but it's been over two weeks and I haven't heard anything from anyone. No phone calls or emails. I can't even find a number to call them. I did hire a local HVAC technician to diagnose the cooling issue I was having. The air conditioner wasn't cooling and the system's fan would stay on constantly. The technician came to the conclusion that the thermostat was no longer working properly because it didn't recognize the green or orange wires going to my air conditioner. Which when he showed me the wire setup on the thermostat, he was correct in that those wires weren't being recognized by the thermostat. He said that the thermostat wasn't turning on the heat pump. He tested for power and said that the heat pump wasn't receiving any power using that thermostat. I'm using a different thermostat to get by for the moment, which started working as soon as I got it hooked up on the wall. The system began blowing cool air just as it should. So the issue is that the thermostat is no longer functioning properly. I would like either a replacement, refund, or to have the nest thermostat that is no longer working to be fixed. Thank you for your prompt response. My first Case ID is: 6-0435000034759

My other case IDs are: 1-9052000034780 and 5-7790000034283

[EdmondB]

Hello jeremyrogers98, 

Thanks for the information. We’ll check on your case ID, and our team will reach out to you via email to further assist you. 

Best,
Edmond

[jeremyrogers98]

I'm still waiting for the email.

[EdmondB]

Hey there, 

Oh no! I will reach out to our support to get an update on your case. I’ll keep this thread open until I have an update on your case or if our support already sends an email.

Thanks,
Edmond

[jeremyrogers98]

When should I expect a response? I haven't heard a word about anything going on with my case or my warranty on my nest thermostat. Why can't I talk to someone?

[EdmondB]

Hi there, 

We checked your case and one of our support sent you an email regarding the warranty of your Nest thermostat.

Let me know if you need more help.

Best, 
Edmond

[EdmondB]

Hello 2techie, 

I’m sorry for the trouble this has caused you, let me help you out. Could you please give us the Case ID when you contact our support so that we can further assist you? 

Best,
Edmond

[2techie]

Hey Edmond, thank you and I hope you can help.  Another Community Specialist replied and stated that since the warranty on my thermostat had recently expired there is nothing they can do to help.  Maybe you will be successful.  The most recent support case number is 009-42950034577.  I have reached out more than once to support with the same results.  "Since your warranty has expired there is nothing we can do.  Have you considered buying a new one?"  So, either this is planned obsolescence to sell more hardware or Google refuses to address either a design and/or production flaw.

I am not the first customer with this problem.  I expect the thermostat to continue to work as designed until either I decide to replace it or install a new system and no longer need it.

For sure, this is not the way to retain customers.  I am slowing moving away from Google products because of this experience.

[EdmondB]

Hey there, 

I'm sorry for the late response but one of our Community Specialists replied to your original post about filling out a form to help you further. Please let us know if you have additional questions.

Regards,
Edmond

[jeremyrogers98]

Thank you. I'll be looking out for that email.

Thanks,

Jeremy