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Second thermostat to fail in a year

Morfyn78
Community Member

Thank you Google for reminding me again to not purchase your products in the future as your replacement thermostat failed in less than 6 months. And they still want to put a hold on your funds or buy a replacement thermostat while the defective one is checked. It is disgusting that they treat their customers the way they do. They offered to reimburse me up to $30 for a temporary thermostat which makes absolutely no sense when I guarantee you it's less than $30 to manufacture this thermostat. They would probably just find a way to weasel out of that reimbursement anyway. 

5 REPLIES 5

Markjosephp
Community Specialist
Community Specialist

Hello Morfyn78,

 

I'm sorry you have to experience this, and we hope you can have a better time. We'd like to investigate this further.

Could you please share with us your support ID number? 

I'll look forward to your response.

Regards,
Mark

3-0189000034680

Markjosephp
Community Specialist
Community Specialist

Hi there,


Thanks for sharing your support ID number. It appears to be a Wi-Fi connection issue, the reason why we have to replace your Nest Thermostat. I understand your thoughts about your experience, and we'll take it as feedback.

If you ever change your mind, we'll be here to help. You can reach out back via email with the option so we can proceed with the process. If there’s anything else I can help you with, please let me know.

Regards,
Mark

Yes I know what the problem is. My problem is your warranty policy. I just can't understand why it has to be so difficult. Putting a $200 hold on my money for you to send me a replacement (FOR THE SECOND TIME) device is just unacceptable. Your "standard warranty replacement" requires me to purchase a new thermostat, have it installed, ship your defective device back and wait for yet another replacement one. Then have that one installed once I receive it. It's absolutely horrible customer service. I truly hope people read this and stay far away from nest thermostats. 

Jenelyn_O
Community Specialist
Community Specialist

Hi folks,

 

@Morfyn78, thanks for sharing your thoughts about the replacement process. We encourage you to send your feedback. Please let us know if you still have questions or concerns, as we'll be willing to assist you.

 

I appreciate your help, Mark.

 

Best,

Jenelyn