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Nest not holding a charge

La3
Community Member

My Nest is barely 2 years old.  Last year it went off and I charged it thru USB  Over the winter it happened again twice.  Now this month it has to be charged every 4 to 5 days.  Contacted Nest customer service and was on the phone this am over an hour troubleshooting - no change.  She actually told me to turn off my breakers and remove the wires - uh no I am not an electrician and am not touching wires.  I asked for a replacement and she said No.  I asked for a supervisor and agreed they could call me back.  Never received a call so call again late this afternoon.  Went through everything again and got the response that I was already told no replacement so no replacement.  I asked to speak to someone in the US (they are in the Philippines) and she said she could not transfer me so I asked for her supervisor and she flatly refused to give me one.  I was told to keep calling back and maybe a US rep would eventually pick up.  I asked again for a supervisor and she told me she was terminating the call and hung up.  Worst customer service ever!  Now what am I supposed to do with a thermostat that works for a couple of days at a time to operate my AC with 90 degree weather expected this coming week?  Worst money I ever spent!! 

10 REPLIES 10

MelbaDT
Community Specialist
Community Specialist

Hey La3,

 

Sorry to hear about your experience and for the delayed response. 

 

Could you provide the case id of your interaction with our support team so I can have it reviewed?

 

Best, 

Melba 

MelbaDT
Community Specialist
Community Specialist

Hey there, 

 

Checking back in should you still need our help here. Let us know by replying with the requested information above. 

 

Best, 

Melba

MelbaDT
Community Specialist
Community Specialist

Hi, 

 

We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

 

Best, 

Melba

La3
Community Member

I no longer have the case number.  I didn't keep it because the "support team" were of no help and actually hung up on me when I requested a supervisor or someone in the USA to help me resolve the problem..  My unit is just coming up on 2 years old - my research on "Google" has shown me mine is not the only one out there like this with problems being noted that the lithium battery goes bad after a certain amount of time to a software update pushed by Google that has a bug in it to cause the charge problem. These are Google caused problems that Google needs to back up and not have their "support team" be rude to their customers and put it back on the customer by telling them to just purchase another one at a cost of $250 a unit!  I just want a replacmetnfor an obviously defective unit and have heat in the winter and AC in the summer.  This one just shuts down and needs to be charged every 4-5 days!

MelbaDT
Community Specialist
Community Specialist

Hey there, 

 

Thanks for getting back to me. I was able to find the case id of your interaction with our support team using the email address associated with your Community profile. 

 

Upon further review, I'm afraid that there's nothing that we can do as your device is already out of the warranty period. We strongly suggest that you contact a local HVAC technician or a local pro to have  a C wire or Nest Power Connector installed  for stable power. 

 

Best, 

Melba

La3
Community Member

My Nest was installed by a licensed electrician and recently checked by a licensed electrician.   There is nothing wrong with the C wire. It is not 2 years old yet and the warranty is for 2 years. Explain why Google will not honor the warranty. It is shutting off my ac with Temps in the 90's.  This is not right!

MelbaDT
Community Specialist
Community Specialist

Hey La3, 

 

Sorry for the delayed response and I understand how you feel. Could you fill out this form so I could try take a deeper look into it: https://bit.ly/31vCfcQ

 

Let me know once you're done. 

 

Best, 

Melba

La3
Community Member

I am done filling it out - when can I expect a response?

MelbaDT
Community Specialist
Community Specialist

Hey there, 

 

Thanks — I got your form and I've let our higher tier of support team about it. While I can't provide an exact time when they'll get in touch with you, I suggest that you check your inbox from time to time. 

 

Best, 

Melba

MelbaDT
Community Specialist
Community Specialist

Hey there, 

 

Update — someone from our higher level of support has sent you an email. Could you please reply to it with the information he is asking for? Also, let's continue our conversation there as I'll be locking this thread after a day. 

 

If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

 

Best, 

Melba