I've had a warranty claim in for 3 wks with no response. I had my HVAC technician speak with a technical representative from Nest and agreed it was a battery defect issue. However, the agent said that warranty replacement usually works by sending the old unit back, then Nest/Google sends a (usually refurbished) unit back after having confirmed receipt of the old thermostat. Even if warranty response was immediate, that leaves a customer without a way to run their A/C or heat for up to a week or more, which could be dangerous to both property and people in many cases. So, not only is the lack of any response frustrating, from my perspective the warranty response should look like this: As soon as a technical rep from Nest determines it is likely the fault of the thermostat, the customer should get transferred to a warranty claims rep who should give the customer the option of either buying a new unit at a local store and then submitting for reimbursement OR nest should drop-ship a unit to them immediately. They could charge the person if the faulty unit never arrived back at Nest. This is standard for a lot of warranties on critical support equipment, and even though this is residential and not industrial the risk to life and property is similar. I had to replace my thermostat in Jacksonville ASAP because it was going to be 97 that weekend and there was no chance that the house or the persons inside it would survive the weekend without some problems. Anyway, my claim is 5-9986000034733 if someone wants to reach out to me to resolve this. For almost $300 initial purchase cost, having the unit go bad in under a year and then have bad customer service doesn't make me want to recommend this product to others.
