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Nest Thermostat battery contact broken, warranty form also broken

marcvh
Community Member

Two issues I've encountered:

  1. The Nest Thermostat I recently purchased as a gift for my mother reported a low battery, and when she attempted to change it the metal contact for one of the batteries broke off, as shown (lower right): image.png
  2. An attempt to submit a warranty claim to the page at https://support.google.com/product-documentation/contact/nest_warranty fails, even when all fields are filled in, without indicating any specific error: marcvh_0-1656543516499.png

     

So, any ideas for how to proceed here? Thanks!

13 REPLIES 13

MelbaDT
Community Specialist
Community Specialist

Hey marcvh, 

 

Sorry to hear about your Nest Thermostat and your experiences with filing a warranty claim. Let me check what I can do for you. 

 

When and where was this bought? Also, what country are you in?

 

Best, 

Melba

marcvh
Community Member

Hi Melba, appreciate your help. Purchased from Amazon in April (between the 30 and 90 day windows), in the USA (Michigan). Amazon and seller both say that after 30 days they can't do anything.

MelbaDT
Community Specialist
Community Specialist

Hey there, 

 

I understand and thanks for these added details. Could you fill out this form and let me know once done: https://bit.ly/31vCfcQ

 

Best, 

Melba

marcvh
Community Member

OK, done.

MelbaDT
Community Specialist
Community Specialist

Hi there, 

 

Thanks! I've got your form and I've also let our higher tier of support know about it. Please check your inbox from time to time as someone will be reaching out to you. 

 

Best, 

Melba

Jake
Community Specialist
Community Specialist

Hey jeffreynye,

 

Sorry for the late reply. I wanted to follow up and see I could be of any help. If you are looking to file a warranty claim, I would recommend contacting our support Team here. Please let me know if you have any other questions from here, as I would be happy to help.

Best regards,
Jake

jeffreynye
Community Member

Jake,

The entire point of my comment (and post elsewhere in this forum) is that the forms at your link don't work.

I'm no longer attempting to submit a warranty claim, because it took 48 days (that's days, not hours) to get a response, and by the time I got a response I had thrown the broken, warrantied product away, and no longer have the serial number to submit a claim. 

Jake
Community Specialist
Community Specialist

Hey jeffreynye,

 

I am sorry to hear you no longer have the device, and for the trouble you had experienced with the warranty claim. With you no longer having the device, we are unable to troubleshoot further. I am going to keep the thread open for a couple of days in case you have any other questions from here.

 

Best regards,

Jake

Jake
Community Specialist
Community Specialist

Hey jeffreynye,


I wanted to check back in, and let you know that I will be locking the thread in 24 hours.

 

Best regards,

Jake

jeffreynye
Community Member

No reason to wait. Nobody here can help, as it turns out. 

jeffreynye
Community Member

I also am attempting to submit a warranty claim on a Nest thermostat, and the warranty form is still broken. How do I submit a claim?

MelbaDT
Community Specialist
Community Specialist

Hey jeffreynye, 

 

Could you provide more details about why you're opting to have your thermostat replaced? What specific type of Nest thermostat is this? Also, could you provide a rundown of all the steps you've tried?

 

Best, 

Melba

The sub-base on my Nest 3rd Gen Learning Thermostat has failed. I called an HVAC technician to diagnose the problem. He discovered that "Continuity is constantly being passed through RC to Y1 on the sub base."

In other words, there is a bad connection in the thermostat hardware that causes my air conditioner to constantly be running. The only way to shut it off without replacing the hardware is to remove power to the HVAC system.

The warranty-claim form on the Nest web site does not work.