Google Nest Thermostat

[naenaeubmc]

Hi! I purchased a Google Nest thermostat 11/30/23 and used it through the winter until March 2024. When attempting to power on this week due to colder weather it would not power on. I looked up troubleshooting steps that included:

* Charge the device - I charged over the course of couple of days and it did not work

* Replace the battery - I ordered and replaced the battery, still did not work

Called Google today, spoke to Andrea who advised me that the device did not have a battery, I assured her that it did. We did a video call for her to see the device, once she saw there was a battery, I was advised that it can not be replaced under the warranty because I damaged the device by taking the battery out. 

I requested to speak with a manager and was told there was not manager or supervisor available. This went on for over an hour with her telling me she would not replace the device which is not a year old yet and is still under warranty, that there was no supervisor available and that I damaged the device. Finally, she became so frustrated with me she hung up. 

Common sense tells you if the device was not working even after charging which was my first troubleshooting step that I did not do anything to damage the device. 

I simply want the device replaced... what is my recourse, who can I contact to get the device replaced; that's all I want is working device that I paid $200+ for, less than a year ago

[CoolingWizard · Accepted solution]

@naenaeubmc , if the thermostat was as you say, under warranty, why did you even attempt to disassemble the display and change the internal battery? If you read the terms and conditions of your purchase of that thermostat, you see that that type action would terminate your warranty. Please make sure you take the time to read the warranty and documentation as comes with your thermostat to ensure that you are taking the operational and correct steps in case you need service or support. 

AC Cooling Wizard

[shersher]

 I purchased the Nest Learning Thermostat 4 about one year ago thru my natural gas/electric co for about $175 and it worked fine. Recently it wouldn't go online or connect to the app; thankfully there was still temperature control. I spent a few hours with a Google Customer Service person and she determined I had a mechanical problem and needed a replacement unit.   Very soon (2 days?)  refurbished, replacement unit delivered by Fed Ex.  Once again I was unable to connect to the app.  My code wasn't 7 digets, and the unit sent me an error message when I tried to read the bar code.  Finally I decided to to try connecting to the app as a Nest Learning Thermostat 3.  That did the trick.  I could have sworn I had the 4, but perhaps it was not dependable and Google replaced my with a 3.   I'm happy to have a working unit, but it would be nice if when they replaced the thermostat they told you what model it was.