How do I exchange my nest under warranty

[Mnashed]

It is no longer working and I cannot find a phone number or claim form?

[MplsCustomer]

@Mnashed 

Maybe this "Google Nest warranties" page will help:

https://support.google.com/googlenest/answer/9901095?hl=en

[Mnashed]

Thank you but for days I get an error message with no explanation

Refresh this page and try again. Sorry, there was a problem with the form

[MplsCustomer]

@Mnashed 

I tried searching through Google Nest pages online and found this "Make a Google Nest warranty claim" page; hope it works for you:
https://support.google.com/product-documentation/contact/nest_warranty

[Jeran]

Hey there Mnashed,

Thank you for helping out on this, MplsCustomer!

Just checking up on this thread, did you have any more questions or need any additional help? 

Thank you,
Jeran
 

[Mnashed]

I still haven’t been able to submit, I get an error message every time! Is there a phone number to contact?

[Jeran]

Hey there Mnashed,

I'm sorry to hear that the site is giving you trouble! Here is how to get a hold of Nest Support. You'll just need to follow the prompts, then it will give you the option to talk with Nest Support via phone call or online chat.

Let me know if you have any more issues.

Best regards,

Jeran

[Ryan_G]

Hey everyone,

I'd like to jump in here and check if you've seen Jeran's response. Let us know if you need more help by replying to this thread.

Thank you for your help, Jeran.

Regards,
Ryan 
 

[Mnashed]

Unfortunately support was not much help. I had already done all the troubleshooting prior to disconnecting it since it was no longer working in 95 degree weather and they won’t let me proceed without reinstalling it to troubleshoot all over again. Really frustrating and disappointing!

[Ryan_G]

Hey Mnashed,

Thanks for being here in the Google Nest Community.

We're sorry to hear about the experience. We'd like to get this sorted out by getting the case number from the support representatives.

I hope to hear from you very soon.

Regards,

Ryan

[Mnashed]

7-5192000033153

please help me exchange for functional one

[Mnashed]

is 7-5192000033153

[Mnashed]

 here it is 7-5192000033153

[Ryan_G]

Hi Mnashed,

Thanks for the reply and for including the case numbers here. 

I checked for updates and our support representative sent you an email. We'd love to get a reply from you so that we could further assist you.

Regards,

Ryan

[Mnashed]

You asked me for the case number and I gave it to you, why do you all just keep sending me in circles. I will never recommend a Google product again this is been a nightmare

[Ryan_G]

Hi Mnashed,

Thank you for your reply.

I am really sorry that you feel that way. I saw the last email from our team and they are waiting for your reply so they can further help you.

Regards,

Ryan

[Mnashed]

I have replied to everyone so I’m not sure who is waiting

[Jake]

Hey Mnashed,

I wanted to check in with you, and see if you are still having trouble seeing the email from our Team. Please let me know, as I want to ensure you are being helped.

Best regards,

Jake

[Mnashed]

• We only received one email with the case number

[Ryan_G]

Hey folks,

I just wanted to follow up and see if you're still in need of help. Please let us know as we would be happy to answer any questions you may have. 

Best regards,
Ryan
 

[Mnashed]

I keep telling You all I’m in need of exchanging my unit and everyone just keeps asking me if I need help.Is anyone actually going to help me with the exchange? This has been the most frustrating experience with any product ever

[Jwilk25]

I have a faulty Nest thermostat as well and tried making a warranty claim but I’ve been getting the same error and request to refresh. You have any luck yet? 

[Mnashed]

No it’s been beyond painful. I’ve tried this thread, email, phone and have gotten NOWHERE. What an awful system by Google!!!!

[Mnashed]

when is someone actually going to help me. I’ve submitted the case and refunded 10 times

[Hoya]

I have the exact same problem, a non-functioning Nest Learning Thermostat that technical support was not able to help me with...because the device does not work. I purchased it less than 3 months ago and would like it replaced. Filling out the online warranty form yields the same error message described by the other user above. I'm so frustrated that I'm seriously thinking about removing all 10 of my Nest Thermostats at my home/office and going with a completely different company. My case number is 9-0686000033030 if anyone is interested in helping me. I'll give it two more days, then it's on to another company.

[Markjosephp]

Hi folks,

I'm sorry to hear about your experiences. I'll be glad to check on all your warranty options.

@Mnashed, I see that the issue has been resolved after performing some troubleshooting steps. How's your thermostat? Are you still having the same issue?

@Hoya, I was able to review your case. It appears that it's about a power issue on your Nest thermostat not getting any power from your equipment. Were you able to contact an HVAC technician to examine your system? If so, what's their diagnosis? You'll find the steps to troubleshoot your issue here: Troubleshoot Nest thermostat help codes.

@Jwilk25, I'd be happy to take a look into this for you as well. Could you please tell us more about what's happening with your Nest thermostat? Also, it would be great if you could specify all the steps you've tried to cover all the bases.

I'm looking forward to all your responses.

Best regards,

Mark

[Hoya]

Thank you for getting back to me. I've removed the dial and charged it up via cable and placed it back on the base where it is unable to detect the power coming from the red wire, regardless of it's plugged into Rc or Rh. I've checked the power with a meter and the wire is receiving power. In fact, the HVAC air handler continues to run despite the lack of a working thermostat. Given that the device is only a few months old, is my only recourse for replacement calling out an HVAC technician? I'll be charged at least $100 for him to tell me I need to replace the thermostat. I've had several Nest thermostats go belly up over the past several years and each time, replacement was the suggested solution.

[Markjosephp]

Hi Hoya,

Thanks for letting me know, and I appreciate that you've tried to find a fix. Let's sort this out.

Please fill out this form so we can check for more options and let me know once you're done.

Best regards,

Mark

[Hoya]

It's completed.

[Jwilk25]

My heat and/or AC will kick on randomly while the thermostat is reading as “OFF”. This has happened on more than one occasion and is not in response to us turning on the unit. A technician came out to look at everything and stated there was nothing wrong with the unit or the wiring, but that it must be a faulty thermostat (which he explained was fairly common with Nest). The only way I’ve been able to stop the unit from running on these occasions is by turning the power off at the breaker. 

[Markjosephp]

Hi there,

@Hoya, thank you for your patience with us. We've created a case for both of you. Your issue has been escalated to our upper support team. Be on the lookout for an email from us in your inbox soon!

@Jwilk25, thanks for getting back and letting us know about what happened. It appears that your thermostat is also experiencing a power issue. To help you with this, please fill out this form as well, so we can check for more options.

Keep me posted.

Best regards,

Mark

[Markjosephp]

Hi Jwilk25,

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. Also, please continue the conversation there as this thread will be locked in 24 hours.

Best regards,
Mark