09-21-2021 10:21 PM
About a week ago my nest learning thermostat 3rd gen went in to a cycle of updating and restarting. (This is still going on). I contacted nest support on FB and they did troubleshooting and finally says me to buy a new thermostat because it is bricked and my warranty has expired about 1.5 months ago.
Is this how google / Alphabet/ Nest treat the customers.
It is a software update that I did not ask for caused the issue, and now asking me to spend another $200+?
This is what the said “The cause must have been due to the Wi-Fi issue of your device and its software and it must be replaced. However, since your device is already out of warranty, we won't be able to replace it.”
(note that I still can control the TS briefly thru the nest app, when it is not restarting. Wifi connectivity is still there.)
Is this all what you can do? Why not provide a way to repair it if an issue with HW?
if software/ firmware issue why not update the SW ( there is a USB port, right?)
or at least give me a discount or a coupon to spend towards a new thermostat
Answered! Go to the Recommended Answer.
10-20-2021 11:24 AM
Update:
I was given a one-time exception to order a replacement device by Nest support.
The credit card I used to pay for the TS had extended warranty. For this claim I wanted a technician report. When i contacted Nest support again to get this report, i was offered this one time exception. I got a refurbished device and i send my TS display unit back.
10-15-2021 12:36 PM
Hey nethunipuna,
Sorry for the delayed reply and for the trouble you are running into. I just wanted to follow up, and see if you are still having trouble? Please let me know, as I would be happy to take a closer look.
Best regards,
Jake
10-20-2021 10:21 AM
Hey nethunipuna,
I just wanted to follow up and ensure you are good to go. Please let me know if you have any questions from here, as I would be happy to take a closer look and assist you further.
Best regards,
Jake
10-20-2021 11:24 AM
Update:
I was given a one-time exception to order a replacement device by Nest support.
The credit card I used to pay for the TS had extended warranty. For this claim I wanted a technician report. When i contacted Nest support again to get this report, i was offered this one time exception. I got a refurbished device and i send my TS display unit back.
10-20-2021 01:06 PM
Hey folks,
It looks like we have come to a solution so I'm going to be locking this thread. If you have any other concerns or questions, please feel free to create a new thread.
Have a great day.
Garrett DS