Help! How do I get a warranty response from Google?

[Watsonwp22]

I filed a warranty claim for one of my Nest Learning Thermostats (3rd Gen) about 3 weeks ago and it’s been crickets since then….not even an email stating they have received it.  What do I have to do to get this process moving? This is so frustrating.

[Markjosephp]

Hello Watsonwp22,

Thanks for reaching out, and I'm sorry to hear that you haven't received any email updates yet. I'd be happy to take a look at this for you.
 

Could you provide more details about why you're opting to have your thermostat replaced? What specific type of Nest Thermostat is this? Also, could you provide a rundown of all the steps you've tried?

I'll look forward to your response.

Regards,

Mark

[Watsonwp22]

Sir, My thermostat will not recognize any networks are available.  I followed Google’s troubleshooting guide to a T and this resulted in no change to the Nest Learning Thermostat (3rd Gen) SN# 09AA01AF3322027N. I even created a hotspot with my phone and it would not recognize it as directed in the troubleshooting guide.  My Case ID for the claim is 2-4810000034089.  Please advise what my options are.  Thank you.

[Markjosephp]

Hi there,

Oh no! I'm sorry to hear that you're having an issue connecting your thermostat to your Wi-Fi network, and I appreciate all the steps you've taken with your support ID number. One last thing: do you see any messages or reports in the Network settings? If so, what's the message code?

Thanks,
Mark

[Watsonwp22]

No message codes….It just refuses to recognize any Wi-Fi networks are available. It randomly went offline at 0535 on the 2nd of May.  Once I noticed it, I began troubleshooting it to no avail.

[Markjosephp]

Hello Watsonwp22,

Got it. Could you give these steps another shot and see if they help?

1. On your actual thermostat, go to Settings > Reset > Account Connection > Reset to confirm.
2. Once done, go back to the Network settings and check for any message codes. 
3. If no alerts are found, try searching for available networks again until it shows "No networks found yet."
4. When it does, select Do not connect or Type your network name and password manually.

Please let me know if that helps or if the issue still persists.

Regards,
Mark

[Watsonwp22]

Mark,

Nope.  No luck with it after these steps.  Unfortunately, this is not the first time I have attempted these steps…Still just refuses to see anything. “No networks found yet” is all it ever says.  Manual input of SSID and password results in no change either.  My wifi network itself is sound and fully operational with no change upon restart either.  Just so frustrating since I am very spun up on networking and programming writ large….I just know very little about these thermostats’ hardware or software wise. Thanks for the idea.

[Markjosephp]

Hey there,

Thanks for giving it a shot, Watsonwp22. I understand that this can be frustrating. Could you please fill out this form with the needed information? A member of our higher tier of support will be in touch over email to help.

Regards,
Mark

[Watsonwp22]

Done.  Thanks for the help. I look forward to hearing from them.

VR
Wes

[Markjosephp]

Hello Watsonwp22,

Thanks for completing the form; we have received it. Soon, a member of our upper team will contact you via email. So please continue the conversation there, as this thread will be locked within 24 hours.

Regards,

Mark