Refurbished Thermostat

[jrhendricks]

Moderator Edit: subject updated for clarity and findability.

Hi there! We received our "replacement" thermostat today. This is a REFURBISHED thermostat. Our prior Nest was still under warranty and faulty per provided documentation. We paid the $130.XX for a NEW thermostat. While I do understand that charge will be refunded upon return of the old one we are NOT happy to have received a REFURBISHED thermostat. This is completely unacceptable. BRAND NEW thermostats run for cheaper than what we were charged for this refurbished one. Please let me know what we need to do to have our fault thermostat replaced with a new one per our warranty still being in effect when this transaction took place. Thank you! 

[Markjosephp]

Hello jrhendricks,

Thank you for taking the time to let us know about your inquiry. 

I'm sorry to hear about the inconvenience you've experienced with the replacement thermostat. I completely understand your frustration, especially when you expected to receive a brand new unit under the warranty.

We have a finite number of new devices manufactured, but we can assure you that our replacement devices undergo a comprehensive process to ensure the highest standard of quality before they are shipped. All refurbished devices are thoroughly inspected to ensure they operate like new devices. They have been tested to make sure there are no mechanical or software issues.

Please check out our Hardware Warranty Center article and let us know if you have more questions.

Best regards,
Mark