Nest 3rd Generation Thermostat Failure

[Vetter91]

After nearly five months of 3rd Gen device failure, multiple photo uploads, communication exhanges, form completion, case escalation, and coutless troubleshooting sessions, I will look to replace the failed 3rd Gen Thermostat with another manufacturer's product.  At this point, the device will not connect under any circumstance to wifi, and Nest support has just been an endless circular, and often delayed, exchange of pointless recommendations that don't really seemed designed to get to resolution of the problem.  Expected that Nest would be interested in getting the failed device to evaluate the failure, but apparently not.  As a premium priced product, I expect the 3rd Gen Learning Thermostat to receive premium support.  Having commited to the Google platform with Nest cams, Nest Protect, Nest Hello, Nest sensors, and subscriptions, this experience will lead to reevaluation of those decisions.  

[Frustratedddd]

Trouble is Google don't really care, and your post will be of no interest to them!

I have seen dozens of similar comments including from myself, and they just don't care.

Sad isn't it?

[zoeuvre]

Hi folks,

@Vetter91, thanks for bringing this to our attention, and I'm sorry to hear about the situation. I want to check if you are still in need of any help. If so, since you've already contacted our Nest Support team, could you help us with the case ID from your conversation with support? If you can provide that here, I'll look it up and see how we can continue to help.

@Frustratedddd, I understand that this is frustrating, and that is not what we want you to experience. Could you provide us with more information about the matter you're dealing with with our Nest Thermostat so we can come up with the rightful resolution and make sure you're good to go?

We'll take your feedback as an opportunity to learn and to be able to provide a better experience in the future. 

Keep us posted. We're happy to help.

Best,

Zoe 

[Vetter91]

Greetings:

The case number is 9-3964000034539.  As I stated in my post, every attempt to reset this device has failed.  It does not identify any WiFi networks, let alone connect to one.  This condition persists even after resetting to factory settings.  Anything short of replacement is a waste of time.

[zoeuvre]

Hi Vetter91, 

Thanks for getting back to us. I appreciate you trying to troubleshoot it on your own and that, upon resetting the thermostat to factory default, the same thing persists. I reviewed your previous case with our support team and found that they asked you to try using a different internet source. Connect it with your mobile hotspot and check its behavior. Make sure that your mobile phone and your Nest Thermostat are connected to the same mobile hotspot. Have you tried to do that step already? If not yet, please do so. We need to check for it, as it will be helpful for us to determine if this is a matter of the internet connection or the thermostat itself.

If the thermostat connects to a mobile hotspot, this situation may be with the Wi-Fi configuration, and that you may have to contact your Internet Service Provider (ISP). If not, let us know. 

Regards,

Zoe 

[Vetter91]

Greetings:

Apologies if my reply was not clear.  I have tried to connect using a mobile hotspot, and no joy.  The device does not locate or connect to any network.

[zoeuvre]

Hey Vetter91, 

My apologies for the delayed response. Don't give up on us yet. We'd like to further check on this. Could you fill out this form and let me know once you're done?

Thanks,

Zoe 

[Frustratedddd]

Thanks for your reply, but I just cannot be bothered anymore with chasing history. My issues are in my past posts, and they go back sometime, everyone says they will look into the problem, then a huge blank, nothing solved!

Thanks for the offer.

[Markjosephp]

Hello everyone,

Thanks for the help here, Zoe.

@Vetter91, thanks for completing the form; we have received it. Your case has been escalated to our senior support team. So be on the lookout for an email from us in your inbox soon. We'll leave this thread open a little longer for follow-up questions and concerns.

@Frustratedddd, I understand your frustrations about the issues you've experienced with no resolution. I know it has been awhile, but rest assured that we tried to look for options to make it right. We're always looking for ways to improve, and your experience will serve as feedback.

Best regards,

Mark