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Thermostat 3rd Gen stuck in update loop. (Warranty expired)

nethunipuna
Community Member

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 

 

 

1 Recommended Answer

nethunipuna
Community Member

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.

View Recommended Answer in original post

4 REPLIES 4

Jake
Community Specialist
Community Specialist

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

Jake
Community Specialist
Community Specialist

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

nethunipuna
Community Member

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.

GarrettDS
Community Specialist
Community Specialist

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