Nest thermostat crisis

[Heygoogl-help]

Installed a new nest thermostat in July 2022. Functioned well and properly up until January 10. Woke up at 4 am to a freezing home. Thermostat was running A/C (since 12am per data look back) as indoor ambient temp was registered as 84F. It did not feel 84. Fortunately we have a temp gauge in our infants room - registered as 54F. I could not get the unit to reset. So I set the temp to 90 to fake it out. It ran heat until 85 and kicked the A/C back on. Next day I call HVAC to come diagnosis. Technician said this is a known issue with the device and that it needs to be replaced. I’ll be returning the item to the store. Google - how do I go about receiving a credit for the $150 HVAC service call?

[EdwardT]

Hi Heygoogl-help,

Thanks for reaching out. We'd like to know more about this. Please fill out this form so we could investigate further.

Thanks,

Edward

[EmersonB]

Hello everyone,

@Heygoogl-help I wanted to follow up and see if you were able to fill out the form? Let me know if you have additional questions.

I appreciate the help, Edward.

Best,
Emerson

[Heygoogl-help]

I dont understand. The form is a questionnaire for email and phone number. Is that what you are asking for? Google Nest Customer Support agreed to a replacement head unit* after I provided a service summary from the technician. I asked about the replacement and was told it would be a refurbished model with a 90 day warranty. 

I’m sorry to Google, but that leaves a lot to be desired for. It relays to the consumer that Google doesn't stand behind the product. The defective product I just uninstalled failed after 6 months. I would be a more supportive consumer had the warranty period be 1-year.

[Jake]

Hey there,

I understand the frustration, and I do appreciate the response. I will be sure to take this as feedback, as we are always looking to improve on our products. I will be locking the thread in 24 hours. Please let me know if you have any further questions from here, as I would be happy to review.

Best regards,

Jake