Nest E Thermostat White Screen (Support ID [1-1082000032597]) - Less Than 2 Years of Use

[DRLloyd]

Just a heads up if you are considering a Google Nest Thermostat. 

My 20 month old thermostat died out of nowhere this month.  Displayed a white screen (see below) and would not restart.  After 40 minutes troubleshooting with Google Support, it was deemed in need of replacement. 

The agent advised a warranty replacement would be processed, but later advised their warranty "system was out of date" and the warranty had actually expired after 1 year.  Replacement was at my cost.

The expectation was that the thermostat would save money over time.  It didn't even last two years.  Any energy savings pale in comparison to the cost of disposable hardware.

I just wanted to offer a warning to anybody purchasing these.  It's a great concept, but the lifespan and support doesn't justify the cost.  Do your research upfront, because there are a lot of similar stories out there.

[DRLloyd]

As far as I can tell online and according to Google Support, there is no solution to this issue. Google couldn't even root cause it. 

If anybody is aware of a solution beyond replacement at my cost, please let me know. 

[EdwardT]

Hi DRLloyd,

Thanks for reaching out. I'm sorry to hear about your experience. I checked the case number that you provided and it appears that you've already exhausted all the troubleshooting steps and this appears to be a hardware issue. I'm afraid that your Nest Thermostat is out of warranty and we wouldn't be able to process a replacement. We suggest contacting Google Store or one of our partner major retailers to get assistance in purchasing a new device.

Thanks,

Edward

[DRLloyd]

While I appreciate the reply, Google is marketing Nest with the tagline "Turn up your savings".   

My Nest cost $250 CAD less than 20 months ago.  Your suggestion is to spend an additional $280 CAD for new hardware (the learning model required to support the sensors I invested in). There is no scenario in which this situation results in "savings" for a consumer.

I understand how warranty works and I realize that mine has expired, despite being advised otherwise by Google Support.  All this experience has done has make me regret purchasing so many Google products, including a Nest Doorbell, my Pixel smartphone and multiple Nest displays and speakers.  

[EdwardT]

Hi DRLloyd,

Thanks for your honest feedback. I understand that this could be quite frustrating. We hope we can make it up to you in the future. Were here if you ever need assistance with your Google devices.

Thanks,

Edward

[EdwardT]

Hi DRLloyd,

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

Thanks,

Edward
 

[EdwardT]

Hi DRLloyd,

Just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward

[DRLloyd]

Yes, I saw your response.  There wasn't much point to replying to a boilerplate message declining assistance.  

I do not need anything further from Google.  Hopefully others will heed the warning though and not waste their money.  Nest is not a product designed for any long term savings.  

[EdwardT]

Hi DRLloyd,

I understand the frustration and we appreciate the honest feedback. I will lock this thread now. Please feel free to create a new thread should you have some more questions or concerns in the near future and we'll be more than glad to help.

Thanks,

Edward