Nest Thermostat Warranty

[DAVESCHREINER]

I am trying to file a warranty claim on a Nest Thermostat that was purchased on 9/2/2023.  My HVAC company successfully installed the thermostat on 9/22/2023.  On 1/15/2023 the HVAC company was called back and diagnosed a faulty thermostat that "was not responding",  At that point I purchased another Nest Thermostat replacement, which was successfully installed and operating. 

I have tried to file a warranty claim but the "Warranty Checker" displays the new thermostat (by serial number) and not the original faulty thermostat. 

How do I proceed?  Is there a customer support number that I can call.

Thanks for helping.   

[Markjosephp]

Hello DAVESCHREINER,

Thanks for reaching out. I understand your concern regarding the warranty claim for your Nest Thermostat. I'm sorry to hear about the issue you've experienced with the original thermostat and appreciate your efforts to resolve the situation.

You might have reset your thermostat, so it was unlinked to your account. To proceed with your warranty claim, please fill out this form so we can check it out for you.

Let me know once you're done.

Best regards,
Mark

[DAVESCHREINER]

The form has been completed and sent.

Thanks for your help. 

[Markjosephp]

Hi DAVESCHREINER,

Thanks for completing the form; we have received it. Soon, a member of our senior support team will contact you via email. Please keep an eye out for it in your inbox and continue the conversation there. Also, don't hesitate to reach out to us for any future questions or concerns.

Regards,

Mark

[DAVESCHREINER]

Mark,

Just to give you an update on my warranty claim on a defective thermostat, I'll start with a summary of the situation.

"I am trying to file a warranty claim on a Nest Thermostat that was purchased on 9/2/2023.  My HVAC company successfully installed the thermostat on 9/22/2023.  On 1/15/2023 the HVAC company was called back and diagnosed a faulty thermostat that "was not responding",  At that point I purchased another Nest Thermostat replacement, which was successfully installed and operating."

At this time, 3/11/24, I have been in contact with support through 18 emails since 2/22/24.  I have provided them...... 

      Copies of both thermostat purchase invoices

      Pictures of both thermostat serial numbers

      The invoice from the AC technician stating that the first thermostat "stopped responding".

After purchasing 2 thermostats and 3 service calls, I have spent $854.74.  All I am asking for the the refund of the first defective thermostat of $219.34  At first they were not going to offer me any resolution under warrant, not a replacement or a refund.  Eventually, after many weeks and emails they offered me a replacement.  I don't need a replacement because I have already replaced the defective one.    

This is the absolute worst customer support I have ever experienced. Google is the sixth largest company in the world with a market cap of $1.7 trillion and revenues of over $300 billion.  This is totally unacceptable warranty support for a company of any size.

It is clearly an option in the warranty to refund the cost of a deflective product. As I have already purchased a replacement thermostat a refund of the first thermostat is expected.

I am open for suggestions before I have my attorney get involved.  

It's not about the money it's about honoring a warranty contract and treating a customer right.

Thanks for your input,

Dave Schreiner