Nest won’t honor warranty

[AS23]

We had 5 nest thermostats installed 6 mo ago and 2 of them won’t work after we lost electricity.  We had them replaced with a non nest thermostat bc our AC technician said he’s had nothing but trouble with nest thermostats.  Now even though they are under warranty they will not honor a replacement because  they say we have to run thru the troubleshooting which is not possible because they have been uninstalled and when they were installed the screen wouldn’t come on.  I’m so frustrated and disappointed in their product and customer service. 

[Jenelyn_O]

Hi AS23,

Thanks for reaching out. I'm sorry for the delay. A few questions: what type of Nest Thermostat do you have? You can visit this link to check what type of thermostat you have. Also, are there any instances that your thermostats show a low battery message before the main issue occurs?

Best,

Jenelyn

[Jenelyn_O]

Hi there,

I just want to check if you managed to see my response above. Please share the needed information, as it will help us to move forward.

Regards,

Jenelyn

[Jenelyn_O]

Hey AS23,

Due to inactivity, we'll go ahead and lock this thread in 24 hours. We'd be glad to help you further so if you still need assistance, feel free to start a new thread.

Thanks,

Jenelyn

[AS23]

Hi

thanks for responding.  I have tried to get help with several different chats.  They all want me to get a written report from the AC tech on why it was broken.  All I know is we live in Texas and it’s summer and the AC guy came to say it’s broken and he installed a different type of thermostat.  Our thermostats were only a few mo old and we would like to return or replace them. 

[zoeuvre]

Hi folks,

Chiming in — @AS23, thanks for the follow-up information. I understand it might be troublesome to send us the written report from the HVAC technician who checked your system. We ask for them to help us better understand the situation and get a glimpse of what they did so we don't have to troubleshoot anymore. You can reply and attach your written report photo to this post. Once we receive your reply with the written report, we can continue to discuss your options.

Keep us posted. We're happy to help.

Best,

Zoe

[AS23]

I only received a bill from my technician.  I am not going to take time out of his day and mine to ask him to do this.   Both screens went out and they wouldn't do anything so there is nothing to say other than that.  This is poor customer service on Google's part.  We have purchased 8 of these thermostats and 2 went out within 4  mo of use.  If they cannot be returned for a credit they should send us a replacement.  

[EmersonB]

Hello everyone,

@AS23, thanks for getting back to us. We hear you and this is not the experience we want you to have. We need the invoice to know the diagnosis of your HVAC technician. We need it for documentation here in your case. We also need to troubleshoot it to take notes of what happened and replace it if the Nest Thermostat is really at fault.

I appreciate the help, Jenelyn and Zoe.

Regards,

Emerson