Nest Thermostat Not Able to draw Power from Heat System

[jondpoirier]

Received the following email:

Hi Jon,

We've identified an issue with your new Nest Thermostat and its ability to draw power from your heating or cooling system. Unfortunately, the issue cannot be fixed on your device, but we’d like to replace your thermostat for free. It's the least we can do for the inconvenience.

To receive your free replacement, please contact our customer support team at support.google.com/googlenest/gethelp. When speaking with support, please provide the thermostat's 14-character serial number that can be found on the bottom of the device above the QR code.

We apologize again for this inconvenience and look forward to helping you.

- The Google Nest team

[Markjosephp]

Hello jondpoirier,

Thank you for taking the time to let us know about your inquiry. I'd love to know more about this.

• What type of Nest Thermostat do you have
• What code or report message is shown?
• When did you buy the thermostat?
• When was the thermostat installed?
• C-wire power source (C-wire to HVAC system, add-a-wire, or AC adapter)
• Photo of wiring to the backplate.
• Did the customer add a C-wire or change their wiring after they paired?
• Heating, ventilation, and air conditioning (HVAC) system type.
• When was the device first paired?
• Power reading from Tech Info (VIN, IIN, PS-*)

I'll look forward to your response.

Best regards,

Mark

[jondpoirier]

I'm about to deploy (in the Navy).  When I get back, I'll get you all this info.  Been very busy.

[Jenelyn_O]

Hey there jondpoirier,

Thanks for letting us know! Please feel free to get back to us whenever you can. We're always willing to assist you.

Kind regards,

Jenelyn