New Nest Thermostat - Black lines on display?

[Scottjohannes]

Hi all! We just purchased and installed a new Nest Thermostat. Everything is functioning fine except the display has numerous vertical black lines where the pixels appear to not be working. They aren’t cracks or scratches, but appear inside the surface where the display is. We haven’t dropped or damaged the device.  We’ve tried updating the device and resetting it but no success. Any suggestions? I have pics to upload to show but I’m not sure if that is supported on this forum. Thanks! -Scott

[gmelanymelissa]

Hi @Scottjohannes,

Thanks for posting here in the community. I'm sorry to hear your display of your Nest Thermostat has black lines. I'm happy to help!

To better understand the situation, I'd like to ask a few questions:

• What kind of Nest Thermostat do you have?
• Could you check what happens if you turn the thermostat ring or press the display?
• Did you get an error message?
• Can you control the Nest thermostat in the Nest or Google Home app?

Keep me posted.

Regards,

Melany

[Scottjohannes]

Hello! Thanks for your help. It is a Google Nest Thermostat (non-learning). Device appears to be fully setup and all functions work including when buttons are pushed or swipes are done on the device. Device also appears to be working correctly via the Google Home app. No error codes have been encountered. The only observed problem we see are the multiple black lines on the thermostat display where pixels appear to not be working, which makes the display harder to read and use as letters and graphics on the display are distorted. Can you please advise next steps?

[gmelanymelissa]

Hi there!

Thanks for the follow-up information.

My team would like to learn more about this behavior. When you get a chance, please fill out this form and let me know when you’re finished. We’ll have someone reach out to you via email from there.

To help us assist you better, please include the link to your Community thread and your Community username.

Let me know if you have any other questions.

Regards,

Melany

[Scottjohannes]

Form submitted - thank you Melany!

[chaconmorales]

Hi Scottjohannes,

We've received your form and appreciate the details you provided. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post.

Best,

Mario