My thermostat is dead - Warranty isn’t answering

[Antonio_W]

Hi everyone, hope all is well.

My nest learning thermostat is 9 months old and eventually the wifi stopped to work. Not even finding any network around. I restarted my thermostat and my network. Nothing worked. After this I reseted my thermostat to the factory settings and did the same to wifi. Nothing happened. After reseting my thermostat it stopped to work. I filed a warranty claim Case ID 4-0855000032333 but nobody is answering me. This was Saturday. I can’t believe that in 2022 we have a company without proper customer care - specially a big tech like Google. This is just unacceptable. Please help me to understand how can I reach out them to talk about my defective thermostat. We live in south florida and it’s difficult to not have air conditioning. Thank you all.

[MelbaDT]

Hey Antonio_W, 

Sorry to hear about your experience but thanks for posting on the Google Nest Community. I want to dig deeper into this. 

A few questions — are you getting a specific message or code on your thermostat's display or Nest app when trying to have it reconnected to your Wi-Fi network?Did this ever work before on the same network that you have now? If yes, were there recent changes made on your network or the thermostat before this started happening?

Best, 

Melba

[Antonio_W]

Hi Melba! My thermostat is just dead. First it disconnected itself from the wifi. So I reseted both thermostat and wifi to factory settings. Then I changed the wifi name. Nothing worked because *the thermostat was unable to find any network. It kept searching and searching but no wifi was detected*.

So I reseted to factory settings again.

This time it turned on but after a fee minutes it turned off and is gone.

I asked warranty for google but nobody answered. They just don’t give a **bleep** to their costumers.

[MelbaDT]

Hi Antonio_W, 

Sorry if you feel that way and I completely understand why. I'll be more than glad to check on your warranty options when we've covered all the bases.

Just to confirm, it does not find any Wi-Fi network including mobile hotspots, right? If you haven't tried it on a mobile hotspot yet, is it possible to try it out? Also, you might need to charge your thermostat's display using a USB cable first. Check this out for more information; https://bit.ly/35FLzK6

Best, 

Melba

[Antonio_W]

Hi Melba! The thermostat isn’t finding any network. Nothing. I reset both the thermostat and the wifi to the factory settings and nothing happened. No wifi. Seems that the wifi component is dead. Also after resetting to the factory settings the thermostat is turning itself off, leaving us without AC. I need to manually turn it on by pushing against the base, need to select the wiring scheme and need to configure the whole thing around 4 times per day.

[Antonio_W]

I am extremely disappointed with Google. Slow customer service. Seems that me and my family will stay months with this non working thermostat.

[Ryan_G]

Hey folks,

Thanks for visiting the Google Nest Community. 

Since this thread hasn't had activity in a while, we're going to close it to keep content fresh.

If you have additional questions, feel free to submit another post and provide as many details as possible so that others can lend a hand. 

Hope this helps!

Kind regards,

Ryan