Received email from google offering free replacement

[ace72ace]

I need to process my claim;

We've identified an issue with your new Nest Thermostat and its ability to draw power from your heating or cooling system. Unfortunately, the issue cannot be fixed on your device, but we’d like to replace your thermostat for free. It's the least we can do for the inconvenience.

To receive your free replacement, please contact our customer support team at support.google.com/googlenest/gethelp. When speaking with support, please provide the thermostat's 14-character serial number that can be found on the bottom of the device above the QR code.

We apologize again for this inconvenience and look forward to helping you.

Richard P. 

- The Google Nest team

[Jimsemail1]

How did you get that far?  I have had issues and cannot contact ANYONE.  It won't stay charged and it will not reconnect to the WiFi.  I have restarted the Thermostat, I have restarted the modem and router, I have reset thermostat to the factory settings and reinstalled - still same issue, will not stay charged and will not connect to WiFi.   I have tried to contact someone and to no avail - nothing =

[MplsCustomer · Accepted solution]

@ace72aceand @Jimsemail1 

To contact Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[ace72ace]

You have to go through the proper 'decision tree' to click the specified choice so you can actually CONTACT google support via phone or chat. I followed the steps above and connected to a chatbot/agent where I provided a screenshot of the email received from Google and also a pic of the backside of the Nest thermostat showing the serial number and QR code. 

I was then asked to fill out a questionnaire regarding wiring and configuration- to which I replied, "I have 3 of these in my home that have been working for years, this is not a new installation where something was incorrectly wired"

Thanked the support agent/bot for their time and provided my shipping information and asked for a follow up via email.