12-06-2022 01:28 PM
Have the dreaded w5 error code on my nest thermostat 3rd generation. Customer care has agreed to replace it , fantastic I thought .. replacement order came through only to be told I was having a copper coloured one . I contacted customer care and asked if they could change it to a silver one . Now four weeks later still waiting for a decision. Called numerous times , emailed too many times .
is there anyone here that could help as It just feels I am chasing my own tail ..
12-13-2022 12:39 PM
I'm sorry if you have to go through this. We'd like you to have a better experience, and we'd like to take a look into this for you.
Please fill out this form so we can further check it and let me know once you're done.
12-13-2022 12:58 PM
12-13-2022 02:34 PM
Thank you for your patience with us. @Karl1972. We've created a case for you, and it has been escalated to our upper support team. So be on the lookout for an email from us in your inbox soon. Also, please continue the conversation there, as this thread will be locked after 24 hours.
12-14-2022 07:27 AM
12-15-2022 06:24 AM
Glad to hear! Please keep your lines open, as our team will reach out to you via email anytime soon. Also, we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else.
12-15-2022 08:24 AM
Hopefully we can get this sorted out before Christmas, many thanks for your help Mark
12-15-2022 11:16 AM
I have the same error with my Nest thermostat. It is the second Nest I had in 18 months and it's broken again. Google basically replaced a defective nest with another defective one and now support are not responding to my correspondence. They will not reimburse me the £60 I was charged to replace the first Nest last December. I am just going to junk this Nest and go for a different brand.
12-15-2022 11:30 AM
Uh oh! I'm sorry if you have to go through this. We'd like you to have a better experience.
I'd love to know more about this. Could you provide us with the case number from the support person that you spoke with?
12-16-2022 01:58 AM
Thank you Mark
If you provide the contact number for Nest support, I will call them. There is no reason why someone has to resort to search online to get support for a google product.. Other than that I just have to go for another brand with better support..
12-18-2022 07:34 AM
I'm sorry for the trouble this may have caused you, OnlineJ. Please follow this link to get in touch with our team via chat or phone. Also, let us know if you have any other questions or concerns.
12-21-2022 08:48 AM
I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.
12-22-2022 04:36 AM
I have decided that I have had enough of the issues with the Google Nest thermostat so I am going to replace Nest with another thermostat altogether and forget Google. I have had two Nest thermostats but NONE of them lasted up to a year! I raised a support case over a month ago but support were not responding. Then last week they sent me a link to order a replacement if I give a £139 withholding fee (to be refunded if i return the defective one within 21 days!!). They have not reimbursed me for the fee to replace the last defective one, and now they want £139 withholding fee before the can send another one?? No chance! I will install another thermostat and not touch that flaky and flimsy Nest thing.
12-25-2022 12:25 PM
I'm sorry if you have to go through this. We deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback. We hope we can change your mind in the future.
Please don't hesitate to create a new thread and give us a shout if you have any other concerns or questions, as I'll be locking this thread within 24 hours.