Nest thermostat E white screen

[AGeehunley]

Support # 8-906000031970 picture included below!

Called today to try and get support or help for this. After an update, it just stopped working. It only has this white screen. Support determined that it is "broken".  Support suggested I try to contact the store I bought it from to obtain a purchase date. I am not sure exactly when I bought it. If it is over 2 years ago I was basically told I wasted my money. SO if this is 3 years old--- Google says "oh well it's broken and by the way, you can't just buy the screen you have to replace the whole thermostat. "

The expected lifetime of this unit was at least 10 years, but 2 to 3 years in it can fail and Google has no support or help for a customer. I know the company doesn't care.  But if you are considering trying the nest thermostat because you believed, like me, it would be easy or save you money then look at other devices. This has been the biggest letdown. 

[Frustratedddd]

Are you UK?

[AGeehunley]

No

[MelbaDT]

Hey folks, 

@AGeehunley, sorry that you had to go through this and I completely understand how you feel. Upon checking on the email address associated on your account, a one time courtesy replacement has been processed for you by one of our higher level of supports. Please continue the conversation via email on the case id of your interaction with our support team if you have further questions. 

Best, 

Melba

[MelbaDT]

Hey AGeehunley, 

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

Best, 

Melba

[AGeehunley]

After some emails back and forth, Google sent out a replacement with just a hold on my credit card until they receive my old unit back. I've installed the new Nest, it's been 4 days now and working fine. It seems to be an exact replacement despite being told that I couldn't purchase a replacement because my unit was discontinued. I sent my old unit out yesterday an anticipate the hold to come off my card soon. 

[MelbaDT]

Hey AGeehunley, 

Thanks for the update and we're glad that a replacement sorted it out. Yes, as soon as we receive the faulty unit, we'll proceed to take off the authorization hold from your card. 

Feel free to reach out again soon if you need more help. 

Best, 

Melba

[MelbaDT]

Hi, 

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

Best, 

Melba