Replacement refurbished Nest thermostat

[sonsx7]

I have 2 Nest in my house. The one on the first floor works perfectly. The one on the second floor has now been replaced by Google 3 times. Each time it states the thermostat has to shut down to recharge. I leave it on the base sometimes for 2 days and it never works. I charge them via USB and electrical outlet for upwards of 3 hours. When I put it on the base it states "remove the thermostat from the base and reattach" I have done this and it still doesn't work. I have moved the thermostat from the first floor up to the 2nd floor and it works perfectly. Is it possible Google keeps sending me defective refurbished thermostats? I have put the replacement refurbished thermostats on the first floor and they don't work there either. HELP!

[Markjosephp]

Hello sonsx7,

I'm sorry for the experience you had with your replacement thermostats. I'd be happy to take a look at this for you.

A few questions: could you please tell us more about the reason why we had it replaced? Do you have the recent case number associated with this replacement? Also, did we replace a whole unit or just a part?

I'll look forward to your response.

Regards,

Mark

[sonsx7]

Here are some of the case #’s 1-8226000033833,  8-4376000033915,  9-205000003371,  

I contacted Google because my thermostat on the 2nd floor stopped working. I had bought 2 nest thermostats from Home Depot 9 months ago. I had them professionally installed by the Google recommended installers.
The first refurbished unit they sent me was dead on arrival and they asked me to charge it via usb and electrical outlet which I did. It still didn’t work on the first floor base or second floor base. They second replacement refurbished Nest also came dead on arrival and I went through the same processs and it still didn’t work. Finally, the 3rd unit arrived and once again I had to charge it before it would work. This time though they sent the base and thermostat. The first 2 times they sent just the thermostat. Just an FYI, my first floor Nest thermostat worked on bought floors and the first 2 replacements, didn’t work on either floor’s base. What else would you like to know? I am not happy that I was sent 3 refurbished nest thermostats before one worked. I should have been sent a brand new unit. Lesson learned.

[Markjosephp]

Hi there,

I'm sorry for the delayed response and for the trouble this may have caused you. I understand that 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 let me know if there’s anything else I can help you with. Otherwise, this thread will be locked within 24 hours.

Regards,

Mark