Learning nest replacement keeps saying to remove from base and reattach

[RandyP]

Hello,

I have 4 learning thermostats and one of them recently had the common wifi error.  Nest sent a replacement that would only ever say "powering down" or remove the thermostat from base and re-attach.  This was constant.  Nest then sent ANOTHER refurbished unit doing the same thing.  However my original still works just fine on the base (sans the wifi).  I have power on Rc (or Rh as I have put it on both).  I have a common and have tried with and without that.  Again, I put the same nest learning thermostat I bought 3 months ago back on the base and its fine.  I have charged it as well.  I am at the point where I am going to give up and start using a different product altogether.  Help

[Markjosephp]

Hello RandyP,

I'm sorry to hear you're having issues with your Nest Thermostats, and we hope we can make things right. Let's sort this out.

To clarify, how many of your thermostats are currently having the same issue? What's the message code or report you're getting? Also, could you please gather the affected thermostats power readings in the Technical Info settings?

I'll look forward to your response.

Regards,
Mark

[RandyP]

Thanks Mark but I have already sent the latest one back to Google for yet another replacement.  The refurbished units I have received never get far enough along to read the power.   They simply keep saying to remove and reattach.  I have in total 3 nests of my own.  2 working fine, one with a network error but otherwise ok.  Both replacement units have not worked on any of the bases/locations where the others function normally.  Will keep the community up to date when I get the next replacement (with replacement base this time).

Thanks again, Randy

[Markjosephp]

Hey there,

Thanks for letting me know. I'm glad to hear it's in progress. If anything comes up, please keep me posted. Also, can you share the support ID number once you have received the replacement and been monitored so I have the reference in case we need further checking?

Best,

Mark

[RandyP]

Thanks Mark.  

I sent the defective one back and they have received it.  I sent an email to Chris per his request but still have not been contacted back for them to ship the replacement.  I will call in again today.  When I receive everything I will for sure post here the status.  Case ID [3-9369000034303].

Thanks, Randy

[zoeuvre]

Hi folks,

Chiming in — @RandyP, I want to check if you already have an update from our team in terms of the replacement of your Nest Learning Thermostat. Please let us know if you still have questions or concerns, as we'll be willing to assist you further.

I appreciate your help, Mark. 

Best,

Zoe

[RandyP]

Hi Zoe/Mark.  I finally have this issue sorted out.  The bases, although look identical and have the same part number, are different.  The version information on the base as reported by the nest is different and clearly not interchangeable.  I would strongly suggest replacing the base at the same time as replacing the nest on any 3rd gen return.  It would have saved a lot of headache, time and cost had this been the practice on the first attempt with me (and saved me having to buy a new honeywell smart thermostat in the meantime).  This has definitely put me off purchasing any new nest equipment.

[zoeuvre]

Hey RandyP, 
 

Awesome! I'm glad that everything has been sorted out. We'll also take your feedback as an opportunity to learn and to be able to provide a better experience in the future. Feel free to create a new thread if you have more questions or other concerns, and we'll be happy to help.

Cheers,

Zoe