Got replaced with a refurbished unit.

[Archie12]

My first thermostat got a W5 error and so I contacted support and got a replacement. Turns out, the replacement is a refurbished unit and won't turn on when connected to my backplate. I contacted support and whoever helped me did not understand anything that I was saying. Seems very obvious to me that Google outsourced their customer support to a country that doesn't use English as their native language. What can I do? I'd love to get an actual new unit.

[Markjosephp]

Hello Archie12,

Thank you for reaching out to us and sharing your experience with our  Nest Thermostat and support service. We sincerely apologize for the inconvenience you have faced and the frustration caused by the issues you encountered.

To resolve the issue and ensure you receive a fully functional thermostat, we would like to investigate your case. Please provide us with your support ID number and tell us when you received your replacement. Additionally, going over these steps might help:

1. Charge the thermostat display for an hour.
2. An LED status should appear at the top, indicating that it's receiving power.
3. After some time, it should turn on, and a message will display on the screen.
4. Check and inspect that all wires on your thermostat base are still intact and properly connected, and the tabs are pushed down.

Keep me posted.

Warm regards,
Mark

[Archie12]

The support case number is 8-4706000035072. I received my replacement yesterday 12/13/2023. I've already done all 4 of those and nothing worked. 

[zoeuvre]

Hi folks,

@Archie12, chiming in—let me take a look at this for you. A few questions: 

1. Are the power breakers on, and do you receive power to your home?
2. Is the thermostat's display seated properly?
3. Did you charge the thermostat display with a micro-USB cable?
4. If so, does the micro-USB cable work with other devices too?
5. Did you plug the display into a working power outlet?
6. For how long did you charge the thermostat display?
7. And by any chance that you have the same thermostat as what was replaced for you, did you check if it is working when you swap it with another identical Nest Thermostat?

I'll look forward to your response. 

Thanks for your help, Mark. 

Best,

Zoe

[Archie12]

1. Yes

2. Yes

3. Yes

4. Yes

5. Yes.

6. At least 1 hour.

7. I'm still using my old one because that is still functional and just has a W5 error. As opposed to the replacement, which just doesn't work at all.

[zoeuvre]

Hi Archie12, 

Thanks for getting back to us, and I'm sorry for the late response. Have you tried to reach out to the previous agent who handled your replacement request? You can reach them via email; the email that was sent to you as a reference for your case.

Kind regards,

Zoe