Nest 4th Gen malfunction

[James6205]

Replaced my 1st Generation Nest by request of Google, (with $158) at our remote cabin. Worked fine for two weeks, then went offline and shut down the heating. (It's below freezing in No. WI now)Remotely had to call a service man as the Nest would not activate the boiler when it was back online. He put the old first generation back in and everything works fine. I'm stuck with a bad 4th-generation nest, out $158, and I owe the service man $225. WTF google?

[bcyahner]

I'm currently going through this as well. 

[jenniffert]

Hi there,

Thanks for reaching out to the community! I'm sorry to hear about this situation with your new Nest Learning Thermostat (4th gen) that went offline and shut down the heat in freezing weather. It's understandable that you feel that way, especially since you paid for a technician to fix this issue and install the old thermostat to get your system to work again. I appreciate your efforts and I can definitely assist you with getting this resolved!

To better address this issue, the team would like to learn more about this situation. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Keep me posted.

Best regards,

Jenniffer

[James6205]

Hi Jennifer,

Thanks for reaching out. The 4th Gen Nest worked for 7-10 days, then it went offline. We use Nest to control temperature at our remote cabin in Northern WI. We live 4 hours away. The 4th Gen Nest went offline after 7-10 days of use. I read if it does go offline, it's still working, just not connected to WiFi. It was odd because my WIFI cameras were working all the time.

Then I started receiving alerts from our cold air sensors. It was below freezing at the cabin, so I drove up to understand what was happening. Upon arrival it was 38 degrees inside and the furnace was off! 

I got the Nest back online but it would not activate the furnace. I thought it must be the furnace as it is relatively new (2 years old). That's why I called the company that installed the furnace. They came out at 8:00 PM at night to a remote area, (it was 24 degrees outside.) I had to get heat inside. 

The technician said the furnace was fine, thought it might then be the thermostat. He put the Gen 1 Nest back in and the furnace kicked on immediately.

I believe the 4th Gen Nest’s failure caused the problem and Google Nest has liability. For years I never had an issue with the old and new furnaces with the Gen 1. 

That's the story.

[jenniffert]

Hi James6205,

Thank you for following up on the case and for sharing those important details regarding your Nest Learning Thermostat (4th gen) at your cabin. It's understandable that you feel concerned since you didn't experience this issue with the 1st generation model.

To continue assisting you effectively, could you please confirm if you already filled out the form given above?

Keep me posted.

Best regards,

Jenniffer