I recently moved into a new house with a 3rd gen Nest Learning Thermostat. I noticed that my AC was constantly running (15-18 hours a day) to achieve 72 degrees F. I got a thermometer to double-check the temp and realized that the Nest was off by about 5 degrees. I went through customer support and they had me try a bunch of things to test the device. I had to disconnect the WiFi for 24 hours to verify that the WiFi chip was the issue causing inaccurate temp readings. Sure enough, after 24 hours with the WiFi disconnected the Nest was reading within 1-2 degrees of the thermometer (still off slightly). The support team told me that the Nest Thermostat is out of warranty and they can't do anything.
I told them that I bought a Nest Thermostat for my previous house and enjoyed the product and that one had no issues. They still said they couldn't do anything. I requested to speak with a manager and was told they would call me within 2 hours. I kept my phone on me all day and never received a call. I received an email from, Rose, that night at 7:30 pm saying she tried to call. She again said they can't do anything because the thermostat is out of warranty. I reiterated that this was an issue with the WiFi chip and that I spent hours on the phone with support trying to remedy the problem. Her reply, " I think it is fair to say that it already served it purposed for the past years that it was working, so I think it is about time to purchase a new one." The warranty expired in 2018, so that makes this a 5-6-year-old thermostat. So by her own admission, a Nest Learning Thermostat should only last 5-6 years?
What a terrible customer support experience from one of the largest companies in the world. This seems to be an issue with many of the Nest thermostats and clearly, the two-year limited warranty doesn't address this issue. Hopefully, the global tech company can remedy this issue for future products or support customers that have faulty equipment. Best of luck to anyone with this problem that has a thermostat out of warranty!
