Nest Thermostat replacement

[amitayhuerta]

Hello

I received an email from you stating that you have identified an issue with my Nest Thermostat and its ability to draw power from the heating or cooling system. My serial number is ######. 

Please let me know if you need anything else

For the safety of our community members, this post was edited to remove personally identifiable information.

[Markjosephp]

Hello amitayhuerta,

Thanks for bringing this to our attention. I'd be happy to take a look at this for you.

A few questions: which Nest thermostat do you have? What message code is shown on its display or in the app? When did you buy it? Also, when was the thermostat installed?

I'll look forward to your response.

Regards,

Mark

[ColbyQ14]

I received a message from google about my nest - 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.

[Markjosephp]

Hi ColbyQ14,

Thank you for reaching out and bringing to my attention the identified issue with my new Nest Thermostat. I appreciate your prompt notification regarding the power-draw concern.

Please provide me with the necessary details so we can move forward.

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

I'll look forward to your response.

Regards,
Mark

[pgroan]

I contacted support and filled out a form with my credit card to recieve a new Nest.  This was 3 weeks ago and I have not recieved any further information such as a tracking number etc.  How do I get an update on this issue?

[Markjosephp]

Hello pgroan,

I understand your frustration with the lack of updates on your Nest Thermostat replacement request. In situations like this, updates or tracking information are sent via email. Make sure to check both your inbox and spam folder for any messages related to your Nest replacement. But you can share with us your support ID number so I can take a look at it for you. 

I'll look forward to your response.

Best regards,
Mark

[JReed3]

Mine quit working too! I need a replacement but having trouble getting in contact with a real person to resolve it. 

[Markjosephp]

Hello JReed3

I appreciate your time posting here, and I'm sorry to hear about your Nest Thermostat trouble. It can be frustrating when things don't work as expected. You can fill out this form and state your issue, so you have options to reach out to our team in real-time. They might be able to assist you with replacement or troubleshooting steps. If that doesn't work, tell us more—we're here to help!

Happy Holidays!

Best,
Mark

[lauraone]

I returned my defective nest and was told I'd receive a replacement

[Markjosephp]

Hey lauraone,

It's nice to see you here. I'm glad that you've taken the initiative to return it, and it's promising that you were assured of a replacement. I hope the process goes smoothly for you.

Can you share with me your support ID number so I can check the status for you? If you have any questions or need further assistance, feel free to share more details.

Best,
Mark

[Larisa56]

Hi! I got an email from you , that you will replace my thermostat for free. 
Thermostat serial number is ####

Please contact me to let me now how long that takes and when I will get my new thermostat if you need my address email me Thank you!

For the safety of our community members, this post was edited to remove personally identifiable information.

[Markjosephp]

Hello Larisa56,

Thank you for reaching out and bringing this to our attention. We appreciate your prompt response to our email regarding the replacement of your Nest Thermostat.

To proceed with the process, could you please tell us more about the email you received from us? Have you tried reaching out to us with a support ID number? Can I ask for it?

I look forward to resolving this matter for you.

Best regards,
Mark

[Larisa56]

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

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 folks,

@Larisa56. thanks for letting me know. I'd love to know more about this. Could you give us more information from the questions above?

@cmazadams, 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?

I'll look forward to your response.

Best regards,
Mark

[cmazadams]

My serial number is ####

####

For the safety of our community members, this post was edited to remove personally identifiable information.

[Suestru2]

I received my replacement thermostat but no instructions or mailing label included in nic

[Markjosephp]

Hello Suestru2,

Thank you for reaching out to us regarding your Nest Thermostat replacement. I'm sorry for any inconvenience caused by the absence of instructions or a mailing label in the package.

The return label is usually attached to the email you received from the Google Store before ordering your replacement. Have you had a chance to contact our support team by replying to the email? If you haven't yet, share with us your RMA number or support ID number so we can coordinate with the team.

Best,

Mark

[MikeAbolson]

I received an email from you stating that you have identified an issue with my Nest Thermostat and its ability to draw power from the heating or cooling system. My serial number is 8GUT3U

[zoeuvre]

Hi MikeAbolson, 

Yikes! Please answer the following: 

• 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-*)

Thanks,

Zoe