I have a Gen 3 thermostat, installed by a Nest Pro, my claim is being denied in the 5 yr warranty

[rajalp]

I just spent $500 for a HVAC tech to explain my Nest thermostat is not working. I called Nest to file for a warranty, they denied it. The tech showed proof that it was filed from his side on both the site and in the thermostat. Google still refuses to honor the claim. The Google phone agent said there is an issue with others that had a similar system issue but he cannot help.

I had a problem earlier with a Nest Cam with the similar issue the agent just dropped the matter within the warranty period  claiming they cannot help.

I hope a Google nest advisor can help, because I plan to call the Local News Media next with this. With receipts and all supporting info. With my 2 kids and wife in the background in this Cold front winter explaining we have no heat and Google will not help. I hope anyone reading this realizes, NEST CAMS AND THERMOSTATS are unreliable, they die.

[luciaaa]

Hi, @rajalp!

Thank you for reaching out to the community. I understand how frustrating this situation must be, especially since you spent $500 on an HVAC technician to diagnose the issue, only to find the thermostat isn't working correctly, particularly during this cold front. I know how important it is to keep your two children and wife comfortable. You’ve been incredibly patient in contacting Google support to resolve this, and I’m truly sorry your experience with them hasn't met your expectations. I'd be glad to help.

Since you've already contacted a technician, the team would like to learn more about this. When you have a moment, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there. Please include the community thread and your username.

Don’t hesitate to reply if you have any questions.

Best regards, 

Ana

[tomc87]

Having the exact same issue, I made a post here and have been ghosted so far.

[nolenalian21]

That is  incredibly frustrating, especially in this cold weather. If you've got all the proof and it’s still being denied, escalating the issue might be your best bet. I’ve seen some people have better luck when involving consumer protection groups or social media. Good luck, and I hope it gets resolved soon Read more.

[Patrick_Caezza]

@rajalp 

Out of curiosity, who provided the Nest Thermostat?

For the 5 yr warranty to kick in you must purchase the thermostat from the Pro Installer and the installer must have sold you the Pro edition of the thermostat.

If you or the Nest Pro purchased the thermostat directly from Google or an authorized reseller only the standard warranty applies.

Have you checked the warranty status using the Google Warranty Checker?