Nest Learning Thermostat Replacement Issues

[jcrowthers]

Background: We have 2 Nest Learning Thermostats (#1 upstairs, #2 downstairs). Both were installed earlier this year when our custom home was built. I bought them new and provided them along with Nest Detects. Both worked well for 3 months.

3 weeks ago we got a W5 wifi error on Nest #1. Contacted support, they sent a replacement (Nest #3, and it was all scratched up and wouldn't turn on at all. Had to mail that back in and have the return processed to clear the hold my my credit card before they would replace it.

A week later when the return for #3 was processed, I call back in and they sent a new replacement (#4). Connected #4 today, and it has a battery that won't charge or hold a charge, so it shuts off immediately. Plugged it in via a micro usb cable for 2+ housrs and it still wouldn't take a charge. Called in, and now I'm shipping #4 back. Google won't ship #5 until they process the return for #4.

I test each replacement in the spot for #1 and #2 before I give up, just in case, but its pretty clear I keep getting duds from Google. Any suggestions, or do I just keep trudging through this painful little gauntlet? They're surprisingly reasonable about replacing the faulty unit, but having to wait for the broken one to be returned is really dragging this out.

Oh, it's also winter now, so thermostat control is a nice treat./s

[Markjosephp]

Hello jcrowthers,

Thanks for reaching out, and I'm sorry to hear about the ongoing issues you've been facing with your Nest Learning Thermostats. It sounds like you've been through quite a frustrating experience with multiple replacements. Dealing with technical glitches and the wait for returns can indeed be challenging, especially during the winter when thermostat control is crucial. 

Can you share with us your support ID number from your previous replacement so I can check the status for you?

I'll look forward to your response.

Regards,
Mark

[jcrowthers]

Happy to.  I have multiple case numbers.  Unfortunately, and I understand why, each return is treated as a new issue, but for me it all ties back to 1 thermostat that isn't working and I haven't been able to get resolved.

0-3081000035745

0-7549000035319

4-8773000035204

The team members have been super helpful and quick to reach a next step, but the lack of QA of the devices results in me having to call back in to place a return, wait for the return to ship and process, then call back in to order the next replacement.  

[Markjosephp]

Hey there,

Thanks for the details. Is the last replacement unit still in your possession? Is it not turning on even when charging? Also, do you have a C wire installed on your thermostat's base? If so, try removing it and leaving it disconnected, then put the thermostat display to its base to see if it would turn on.

Best,
Mark

[jcrowthers]

I dropped it off at FedEx earlier today. 

Since I have 2 furnaces, I tested it with both, including the furnace downstairs where the nest thermostat is working great. 

[Markjosephp]

Hi jcrowthers,

Thanks for keeping me updated! I appreciate your proactive approach to testing it with both furnaces, especially confirming its seamless functionality with the one downstairs where the Nest Thermostat is located. We're always looking for ways to improve, and we appreciate your feedback.

For your shipping and replacement status, I'd suggest reaching out to the last representative you spoke with via email for a continuous conversation. Also, let me know if you need anything from me, but you can always start a new thread for any future questions or concerns.

Best regards,
Mark

[jcrowthers]

Now I'm on ticket #5.  

0-3081000035745

0-7549000035319

4-8773000035204

8-8857000035478

8-9739000035798

I've received 2 replacements that don't work, each time sending them back, then waiting several days for it to be received and processed, then I have to call back in to go through the process again.  Today when I called in for replacement #3, I never received the RMA email after the call.  This is incredibly frustrating.  When does it get escalated to someone who will look at all the tickets?

[Markjosephp]

Hello jcrowthers,

I know it's been a while, and I'm sorry for the ongoing inconvenience you have experienced with the replacements and the associated processes. I want to assure you that your concerns have been brought to our attention, and we are actively working to address the issues you've encountered. 

I followed up on your case with our support team, who escalated your case with the Order Management team. They will carefully examine all the tickets associated with your account and work toward a comprehensive solution. In the meantime, please keep an eye out for the next update in your inbox.

Best regards,
Mark

[Markjosephp]

Hi there,

Thank you for your patience with us. I see a new replacement thermostat is on its way now. Let me know if you need anything from me, but you can always start a new thread for any future questions or concerns—we're here to help!

Warm regards,
Mark

[Iclay]

I'm actually having the same issue, and; it's getting very Aggravating!

[Markjosephp]

Hello Iclay,

Thanks for reaching out to us regarding the Nest Learning Thermostat replacement issue you are currently experiencing. Your feedback is crucial to us, and we understand how frustrating it can be to encounter difficulties with such a critical home device.

If you have any additional details or if there are specific support ID numbers for the issue you would like us to prioritize, please feel free to provide more information.

I'll look forward to your response.

Best regards,
Mark