Nest thermostat

[Mal1]

Im a Nest thermostat user, last year, my  thermostat decided to stop working. This was because of a faulty heat link. As a good will this was replaced. The replacement was sent in March last year (a whole new device that included the display aswel) came and worked fine until NOW. Not even a year gone, and yet another issue has arisen, which clearly is frustrating as I've spent money on a premium product. Now it's the Wi-Fi that is the issue,  it can't find any network even though other device in the house can pick up 7. I've spoken to  customer service, and they've said that there's nothing that can be done as it's not under warranty, and to just use it normally without the remote function. This product isn't even a year old. I'm very frustrated that I've bought this thermostat for the reason it being remotely used. I've had a really bad experience in buying this product, which different thermostats last for years. A brand new device that don't last a year is clearly absured. I just want a functional thermostat that works.

[Frustratedddd]

Tricky one you have here! The problem you now have is the original thermostat you purchased from your retailer I assume has been sent back to Google, is that correct? The one you are now using is the replacement, correct?

[Mal1]

Thats right, 1st thermostat was replaced for a new one last year (March). Understand that the warranty has expired but they send me a brand new sealed box replacement and not a year past it stops working 

[Frustratedddd]

OK, I take it you are in the UK? Why did you not go back to the retailer/supplier where you purchased the thermostat?

The trouble you have now is, UK consumer law covers you for much more than 2 years, but Google have taken that away from you now as you do not have the original one purchased. I hear this so many times on here, and users end up losing out because they have gone direct to Google, the manufacturer.

I would try to go back to your retailer, and get them to replace or repair. I would say nothing about a replacement from Google. The retailer might say you are out of warranty, that's rubbish, we are talking about something completely different. Consumer Rights Act 2015 - Look it up, hope that might help you.

[Mal1]

Thanks Frustratedddd for the advice, as mentioned with the return of the faulty device, I did send it back to Google than the retailer, which is something I will take in with future reference.

Retailer in simple terms said NO, and didn't help so no outcome to this case.

[Frustratedddd]

Again I hear that every time from retailers....”There’s nothing we can do””

Well that’s where they are completely wrong, and they know it. They have got rid of you for example, and you have given up with them. Don’t!

When you spend the amount you have on an item, you would expect the item to last for at least 5 years. That means your thermostat is covered by the act I mentioned. I will guarantee you the retailer will say NO, but again they are wrong. They either get the item repaired first or if they can’t offer a replacement, and failing that offer you a payment adjustment towards a new one.

Please look up your rights and don’t let the retailer fob you off,

[AnaM]

Hey there,

Please let me know if there's anything else you need assistance with.

[Mal1]

Well there isn't, cause I have to deal with a faulty thermostat, rest assure this will be my last nest product.

[AnaM]

I'm really sorry you feel that way @Mal1. 

As I said, if we could help more we would do it gladly.

[AlexD]

I am sorry to hear about this @Mal1 . Rest assured that we always want our products to last as long as possible, far past the warranty period. 

Like any electronic device unexpected behavior can occur. No matter the warranty status me and all my colleagues will do our best to try and assist you with all the troubleshooting steps we have on hand. 

I am glad to hear that the thermostat is still functional to control the heating at the location, even if you don't have access to the remote features. I do see your point, it can be very inconvenient to lose access to that function. 

To also clarify a bit on the warranty. Since your device was a replacement it will receive the warranty period from your old device in the system. So let's say you had the product for 1 year and we have to issue a replacement for any reason. The replacement you receive will inherit the warranty period of your old device, so it will have 1 year left, as the full warranty is 2 years, even if you received a full new unit. 

[Mal1]

Hi AlexD thanks for replying back

I've done all the troubleshooting towards this as mentioned from the advisors, resetting the network, hard reset and a full reset, change wifi/modem setting and a restart, but nothing. So basically there's nothing left to troubleshoot apart for replacing it.

As you mentioned regards with the warranty, knowing that the device sent last year was a brand new device which hasn't even lasted a year is ludicrous. The original device warranty expired last year December and cause of this they won't replace it, even though there's numerous threads in where people are having the same issues. Your explanation of the warranty, fear enough but I find is a misconduct that a faulty device was replaced, now 2 months over the warranty, there's nothing anyone can do.

Premium price paid but let down.

[AnaM]

Hey @Mal1,

I understand your point of view and I also understand how frustrating this situation is. Unfortunately the policy prevents us from replacing the product. If that was possible we would've gladly done it. If you need any further assistance in the future, we'll be happy to help.