Replacement thermostat constant rebooting.

[Zager]

I received a replacement for my Generation 3 Learning thermostat yesterday.  The old one no longer received Wifi.  The replacement immediately worked fine, but started rebooting every 2-4 minutes.  I was able to check for software update during one time it was working and did update software to 6.2-27.  I charged it with a USB overnight.  No joy.  Voltage is 3.915.  The furnace is supplying 32v to C wire.  Wifi is 2.4gh.  

It's almost like when it goes to sleep, it completely shuts down.  There is no message on the screen when it blacks out.  

Do I need to send this replacement back in the return box ?  At least my original Nest ran the HVAC and didn't **bleep** down, although no Wifi.

THanks

[Zager]

just got off a chat with Google.  I am sending the replacement thermostat back to them with the RMA (that was supposed to be the original thermostat).  After they receive it, I was told they will send a replacement for the replacement to me.  Hope the next Nest works!

Zager

[RenzJ]

Hi Zager,

Thanks for visiting the Google Nest Community.

I appreciate you posting and updating us on your efforts to address your concern about finding a fix. I want to extend my help and follow up with the team about your replacement if you can provide me with the case ID.

Let us know if you have questions. We'll be happy to help.

Best,

Renz

[Zager]

Hi Rene

My FedEx tracking says the replacement has reached Texas and been received by Google today at 10:21am. You can expedite sending out a new replacement since Google now has the first one that was sent out and was not working. 

Thanks!

Dave Zager

[RenzJ]

Hello Dave,

Apologies for the delay in response; I wanted to check this further for you. Could you provide us with your case ID?

Keep us posted.

Regards,

Renz 

[Zager]

More run around. I contacted Google and they say they have to test the replacement thermostat I sent back before sending a replacement for the replacement. It will take 2-3 business days. If it tests bad they will send me another one and place a hold on my account for $230 until my original thermostat is sent back.  
This makes no sense. There is no reason for the delay.  Google has the thermostat, they can see it matches the serial number of the one they sent me, 

When Google sends a thermostat as a replacement under warranty, is it a “refurbished” unit rather than new?  If so I don’t understand the $230 hold. The Google store sells renewed Gen 3 thermostats for $150. A new one is $180

i can understand testing my original thermostat to make sure it is bad, to verify my claim and justify a warranty replacement. 
It’s been a frustrating process.