I would like to know how to file a complaint on nest customer support

[mimi6464]

Hi,

I have received 2 Nest thermostats from my company as a gift and have it installed at my new home. Due to the wiring I have, only 2 wires (red and white), I was told to use a nest power connector. I had my builder to installed the connector for us, a certified electrician, the thermostat was working fine for month until the weather gets colder. The thermostat was showing low battery and failed to turn on the heat. I have no choice but to switch back to the old thermostat to get the heat going. 
I tried to contact Google support to help and I was told to go to a local goggle store to get a trade in. Unfortunately there is no Google store in Vancouver, BC, and I was told to reach out to Bestbuy. Bestbuy said there’s no such thing as trade in for thermostat. 
I’m reaching out here to see if there are any other solutions to exchange for another product before I pursue a compliant under Consumer protection laws. thanks

[Patrick_Caezza]

@mimi6464 

I assume you have a heat-only system. Is that correct?

A 2-wire heat-only system when used with the Google Nest THermsotat (2020) usually requires an external 24vac transformer.

Adding the transformer is simple.

[mimi6464]

I’m not sure how they installed the connector but he told me that it was installed correctly, unsure why thermostat still shows the power issue. We have no choice but to have him remove the connector and re-installed the old thermostat to turn on the heat.