Nest thermostat W5 error

[chassall]

Nest thermostat W5 error

Good luck with trying to get any satisfaction from Google about W5 error, you won’t!

Just to indicate how keen Google are to ignore their customers pleas for some recompense for their faulty designed and constructed Nest thermostats are, the following is my story:

I purchased a Nest thermostat Pro E type in October 2024. Less than 4 weeks later the thermostat failed with a W5 error. After much frustrating communication with Google help desk, Google finally sent me instructions on how and where to return the thermostat for replacement under their warranty conditions. The thermostat was duly packaged and returned to the address Google had provided to me under their Return Merchandise Authorisation (RMA) return slip. The faulty thermostat was received by Google at the required address on 10 December 2024.

Since that time Google has refused to communicate with me in any way to confirm the thermostat had been received or that it would be replaced under their warranty conditions (which warrantied a replacement for 3 years for the Pro edition of this thermostat model). Many emails have been sent to the Google Help Desk, all with no response from Google. The only indication to me of what is happening is in Google’s How Can We Help You? screen under ‘Recent Case’ where they describe the problem and advise the answer is ‘In Progress’. The answer has been in progress since 10 December 2024 and Google has still not returned my replacement thermostat!

Google has stolen and kept my faulty thermostat for 4 months and refuse to replace it under warranty, despite them advising me that they would replace it, and it being returned to the address Google has instructed.

Things I have learned from Google’s actions:

• Never trust Google, especially when dealing with a legitimate warranty claim. They do not stand by their product nor their legally instituted warranty conditions. Their warranty is a fraud.
• Google never admits their product is faulty. This thermostat has a faulty design (or construction) in their use of the Broadcom Wifi/Bluetooth ball grid array electronic chip. Clearly Google never tested the thermostat under real conditions before putting it onto the market.
• Google goes out of their way to avoid contacting their customers when they complain. Their customer service is abysmal especially when warranty claims are concerned. Their warranty actions are illegal.
• Google tells their customers to return faulty goods under warranty, then stores them without replacing the faulty goods. Google assumes the customer will tire of trying to deal with them over many months and that the customer will eventually give up pursuing Google for their legal rights. Google are acting illegally.
• DO NOT BUY GOOGLE PRODUCTS ESPECIALLY NEST THERMOSTATS.

[Frustratedddd · Accepted solution]

Oh dear this sounds like my issues with a doorbell!

Never had mine returned, and that was some years ago now.

Are you in the UK?

This will give you some idea of the hassle I had, and still to this date no doorbell 4 years on...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Doorbell-has-been-returned-to-Google/td...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Brave-Google-Senior-Support-Needed/td-p...

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Att-AndaPanda/td-p/165414

[moralesvicente]

Hello chassall, 

Thank you so much for posting in this community. I understand your frustration with the time frame expected to receive a replacement due to the Nest Thermostat E experiencing connectivity troubles (error code W5). No worries, it’s a pleasure to help.

To expedite assistance, a dedicated specialist will subsequently contact you via email to provide further information. 

If you have any questions, please don't hesitate to ask in this forum.

Best regards, 

Daniel 

[chassall]

Nest thermostat W5 error

Good luck with trying to get any satisfaction from Google about W5 error, you won’t!

Just to indicate how keen Google are to ignore their customers pleas for some recompense for their faulty designed and constructed Nest thermostats are, the following is my story:

I purchased a Nest thermostat Pro E type in October 2024. Less than 4 weeks later the thermostat failed with a W5 error. After much frustrating communication with Google help desk, Google finally sent me instructions on how and where to return the thermostat for replacement under their warranty conditions. The thermostat was duly packaged and returned to the address Google had provided to me under their Return Merchandise Authorisation (RMA) return slip. The faulty thermostat was received by Google at the required address on 10 December 2024.

Since that time Google has refused to communicate with me in any way to confirm the thermostat had been received or that it would be replaced under their warranty conditions (which warrantied a replacement for 3 years for the Pro edition of this thermostat model). Many emails have been sent to the Google Help Desk, all with no response from Google. The only indication to me of what is happening is in Google’s How Can We Help You? screen under ‘Recent Case’ where they describe the problem and advise the answer is ‘In Progress’. The answer has been in progress since 10 December 2024 and Google has still not returned my replacement thermostat!

Google has stolen and kept my faulty thermostat for 4 months and refuse to replace it under warranty, despite them advising me that they would replace it, and it being returned to the address Google has instructed.

Things I have learned from Google’s actions:

• Never trust Google, especially when dealing with a legitimate warranty claim. They do not stand by their product nor their legally instituted warranty conditions. Their warranty is a fraud.
• Google never admits their product is faulty. This thermostat has a faulty design (or construction) in their use of the Broadcom Wifi/Bluetooth ball grid array electronic chip. Clearly Google never tested the thermostat under real conditions before putting it onto the market.
• Google goes out of their way to avoid contacting their customers when they complain. Their customer service is abysmal especially when warranty claims are concerned. Their warranty actions are illegal.
• Google tells their customers to return faulty goods under warranty, then stores them without replacing the faulty goods. Google assumes the customer will tire of trying to deal with them over many months and that the customer will eventually give up pursuing Google for their legal rights. Google are acting illegally.
• DO NOT BUY GOOGLE PRODUCTS ESPECIALLY NEST THERMOSTATS.

[chassall]

Good luck with trying to get any satisfaction from Google, you won’t!

Just to indicate how keen Google are to ignore their customers pleas for some recompense for their faulty designed and constructed Nest thermostats are, the following is my story:

I purchased a Nest thermostat Pro E type in October 2024. Less than 4 weeks later the thermostat failed with a W5 error. After much frustrating communication with Google help desk, Google finally sent me instructions on how and where to return the thermostat for replacement under their warranty conditions. The thermostat was duly packaged and returned to the address Google had provided to me under their Return Merchandise Authorisation (RMA) return slip. The faulty thermostat was received by Google at the required address on 10 December 2024.

Since that time Google has refused to communicate with me in any way to confirm the thermostat had been received or that it would be replaced under their warranty conditions (which warrantied a replacement for 3 years for the Pro edition of this thermostat model). Many emails have been sent to the Google Help Desk, all with no response from Google. The only indication to me of what is happening is in Google’s How Can We Help You? screen under ‘Recent Case’ where they describe the problem and advise the answer is ‘In Progress’. The answer has been in progress since 10 December 2024 and Google has still not returned my replacement thermostat!

Google has stolen and kept my faulty thermostat for 4 months and refuse to replace it under warranty, despite them advising me that they would replace it, and it being returned to the address Google has instructed.

Things I have learned from Google’s actions:

• Never trust Google, especially when dealing with a legitimate warranty claim. They do not stand by their product nor their legally instituted warranty conditions. Their warranty is a fraud.
• Google never admits their product is faulty. This thermostat has a faulty design (or construction) in their use of the Broadcom Wifi/Bluetooth ball grid array electronic chip. Clearly Google never tested the thermostat under real conditions before putting it onto the market.
• Google goes out of their way to avoid contacting their customers when they complain. Their customer service is abysmal especially when warranty claims are concerned. Their warranty actions are illegal.
• Google tells their customers to return faulty goods under warranty, then stores them without replacing the faulty goods. Google assumes the customer will tire of trying to deal with them over many months and that the customer will eventually give up pursuing Google for their legal rights. Google are acting illegally.
• DO NOT BUY GOOGLE PRODUCTS ESPECIALLY NEST THERMOSTATS.

[chassall]

Good luck with trying to get any satisfaction from Google about W5 error, you won’t!

Just to indicate how keen Google are to ignore their customers pleas for some recompense for their faulty designed and constructed Nest thermostats are, the following is my story:

I purchased a Nest thermostat Pro E type in October 2024. Less than 4 weeks later the thermostat failed with a W5 error. After much frustrating communication with Google help desk, Google finally sent me instructions on how and where to return the thermostat for replacement under their warranty conditions. The thermostat was duly packaged and returned to the address Google had provided to me under their Return Merchandise Authorisation (RMA) return slip. The faulty thermostat was received by Google at the required address on 10 December 2024.

Since that time Google has refused to communicate with me in any way to confirm the thermostat had been received or that it would be replaced under their warranty conditions (which warrantied a replacement for 3 years for the Pro edition of this thermostat model). Many emails have been sent to the Google Help Desk, all with no response from Google. The only indication to me of what is happening is in Google’s How Can We Help You? screen under ‘Recent Case’ where they describe the problem and advise the answer is ‘In Progress’. The answer has been in progress since 10 December 2024 and Google has still not returned my replacement thermostat!

Google has stolen and kept my faulty thermostat for 4 months and refuse to replace it under warranty, despite them advising me that they would replace it, and it being returned to the address Google has instructed.

Things I have learned from Google’s actions:

• Never trust Google, especially when dealing with a legitimate warranty claim. They do not stand by their product nor their legally instituted warranty conditions. Their warranty is a fraud.
• Google never admits their product is faulty. This thermostat has a faulty design (or construction) in their use of the Broadcom Wifi/Bluetooth ball grid array electronic chip. Clearly Google never tested the thermostat under real conditions before putting it onto the market.
• Google goes out of their way to avoid contacting their customers when they complain. Their customer service is abysmal especially when warranty claims are concerned. Their warranty actions are illegal.
• Google tells their customers to return faulty goods under warranty, then stores them without replacing the faulty goods. Google assumes the customer will tire of trying to deal with them over many months and that the customer will eventually give up pursuing Google for their legal rights. Google are acting illegally.
• DO NOT BUY GOOGLE PRODUCTS ESPECIALLY NEST THERMOSTATS.

[chassall]

Wow, Google has certainly dragged you through the wringer on this one! My experience is very similar, especially when Google cancelled my RMA without my knowledge, and are now blaming me for cancelling it!  My communications have been going on for 4 months, but yours for 12 months, no wonder you gave up.