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Google Nest Thermostat w5 Error

Community Specialist
Community Specialist

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original Poster:  Brian Fleak 

After 7 months of use my 3rd generation Google Nest Learning Thermostat suddenly stopped connecting to the wifi network displaying a w5 error.  After speaking with Google Nest support I was told they would send me a new head unit (thermostat).  I was very displeased when I received the replacement to learn that is was a refurbished unit that bears the old Nest logo rather than Google, has a visible blemish on the stainless steel dial, and the internal battery was dead on arrival.  The representative made no mention that the replacement would be a refurbished unit.  The Nest logo has not appeared on these thermostats since at least 2019.  I contacted Google about receiving an older refurbished device than the one it was replacing.  I was told they "have a finite number of new devices manufactured, but we can assure our replacement devices undergo a comprehensive process to ensure the highest standard of quality."  Yes, I am well aware that anything manufactured is finite in amount, but that is no excuse to provide a replacement that has obviously failed previously, else it would not be refurbished.  Needless to say, I am very dissatisfied with the product quality and customer service.