No response regarding warranty claim for Nest Thermostat

[RT530]

I've now filed two claims regarding a defective NEXT Thermostat that is still under warranty. I haven't received any response at all and not sure what to do now. Does it normally take over a month for a response? At this rate my thermostat will be out of warranty by the time I hear back from someone.

[Markjosephp]

Hello RT530,

Thanks for reaching out to the Google Nest Community Forum.  I'd be happy to take a look at this for you.

We truly apologize if this is taking longer than expected to get resolved. I want to thank you for your patience while we work this matter out. Could you please share with me any of your submitted support ID numbers so I can check the status?

I'll look forward to your response.

Regards,

Mark

[RT530]

Thank you. All I was asked to submit was the serial number ### and receipt. Is that what you need?

[Markjosephp]

Hey there,

The reference support ID number was located in the confirmation email you sent. No worries — I can check this for you; can you provide more details about why you're opting to have your thermostat replaced? Could you provide a rundown of all the steps you've tried? Also, for the safety of our community members, this post was edited to remove personally identifiable information.

Keep me posted.

Regards,
Mark

[RT530]

I have not received any confirmation that my warranty claim has even been received. And still no response to the claim.

We have two Nest Thermostats.  One works perfectly and the other will randomly switch from cool to heat in the summer and blows hot air (heat) until I manually remove it from the wall. This happens about once a month and is an obvious issue in Georgia when temperatures are at dangerous levels even without the heat on.  

[Markjosephp]

Hi RT530,

I'm sorry if you still haven't heard anything back from our team, as they might still be working on their backlogs. But I'd be happy to take a look into this for you so we have something to share when you receive an update.

With this, you might have programmed your thermostat with the Temperature Schedule or the Routines, which can trigger your thermostat to switch the Temperature Mode. Have you had a chance to check them since you have the other thermostat working fine?

Regards,
Mark

[RT530]

Once this issue started we intentionally only use the heat or cool setting. We don’t ever use the auto feature. What happens is while the thermostat is set to cool, heat just starts coming out and it runs constantly because it’s trying to cool but can’t because it’s just making the house hotter and hotter. It’s very dangerous!

[Markjosephp]

Hello there,

Got it. Have you tried resetting the thermostat? This is often done to fix an issue and restore it to its original settings. Since a factory reset entails deleting all the stored information, we can ensure that there should be no smart features that enable your thermostat to change the Temperature Modes. Please try and observe your thermostat's behavior. In addition, do you remember if you signed up for Rush Hour Rewards or the Nest Renew features?

Best,
Mark

[Jenelyn_O]

Hi RT530,

I just want to check if you managed to see the response above. Please answer the question about Rush Hour Rewards or the Nest Renew features, as it will help us to move forward.

I appreciate the help, Mark.

Regards,

Jenelyn

[RT530]

Thank you for your response and comments. We use rush hour rewards on the upstairs thermostat, however do not use any of the additional features Nest offers on the defective downstairs thermostat. We are too afraid to do anything out of the ordinary since we do not know what triggers the switch to heat when the thermostat is set to cool.

[RT530]

And to confirm we have to remove the thermostat from the wall every time it switches to heat on the cool setting. So we have reset it many times as that is the only way to turn off the heat.

[RT530]

Can someone please advise how I proceed with the warranty replacement for this thermostat? I still have not received a response from the multiple claims I have made.

[RT530]

Can someone please advise how I proceed with the warranty replacement for this thermostat? I still have not received a response from the multiple claims I have made.

[MSki]

I have received and responded to these same emails, providing  what was requested.  Multiple emails, still no response.  Please help

[Markjosephp]

Hello folks,

Thanks for posting on this thread, @MSki. Can you share with us your Warranty Claims Support ID number so we can check the status for you?

@RT530, I'm sorry for the delay. I see that you already called in, and a replacement has been processed. Please let me know if you need anything from us related to the replacement process.

Regards,
Mark