Nest 3rd Generation Thermostat Blows Hot Air - No longer activating Heat Pump reversing valve.

[2techie]

Question, how many of you have had your system blow hot air (heat on) when your 3rd Generation Nest Thermostat was set to Cool?

More specifically, did troubleshooting the wiring or thermostat settings change anything?

 I my case, the thermostat worked the previous cooling season.  Then, after winter when we needed the Cooling once more the system blew hot air (heater on).  Nothing changed with the wiring or thermostat settings.

What disappoints me the most is after troubleshooting the issue. Google support recommended that I buy a new thermostat since my warranty just expired.  Clearly, my thermostat has some type of factory or design defect.  It was working fine and then the next moment it wasn’t.  There was no power problems or lightning storm or anything that would cause the failure.  The device simply stopped activating the reversing valve on the heat pump.  The wiring is correct, and changing the software settings for the O/B wire did not work.

I really want Google to improve their products and hoped that Google would send a postage paid box asking for my old thermostat back so that they could investigate.  Then, I would expect Google to provide, at the very least, a Google Store credit in exchange.

Apparently, Google does not want to figure out what is wrong with their hardware when a defect is discovered. Worse, they refuse to stand behind their product and fail to take care of the customer.

[Markjosephp]

Hello 2techie,

Thank you for taking the time to let us know about your experience using the Nest Thermostat, and I'm sorry you had to go through this. We hope you can have a better time to investigate this further and try to look for options.

Can you share with us any support ID numbers you have?

Best,
Mark

[2techie]

Hey Mark, thank you and I hope you can help.  Another Community Specialist replied and stated that since the warranty on my thermostat had recently expired there is nothing they can do to help.  Maybe you will be successful.  The most recent support case number is 009-42950034577.  I have reached out more than once to support with the same results.  "Since your warranty has expired there is nothing we can do.  Have you considered buying a new one?"  So, either this is planned obsolescence to sell more hardware or Google refuses to address either a design and/or production flaw.

I am not the first customer with this problem.  I expect the thermostat to continue to work as designed until either I decide to replace it or install a new system and no longer need it.

For sure, this is not the way to retain customers.  I am slowing moving away from Google products because of this experience.

[Markjosephp]

Hi 2techie,

I know it's been awhile, and I'm sorry for the delay in response.

I understand that you were frustrated, and I want to assure you that we are taking your feedback seriously. Good news! I have investigated the issue that you encountered and have it cascaded to the team for the next possible option. If you wouldn't mind filling out this form, I'll get you the right level of help.

Keep me posted once you're done.

Regards,
Mark

[Markjosephp]

Hello again,

We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Best regards,

Mark