Thermostat missing the base plate

[MaazShaikh]

My thermostat is missing the base plate, Do I have to purchase it separately or can I install on the existing base template  from old thermostat

[Frustratedddd]

Your information is very limited. Why is the base missing, it should come with one from the factory.

[MaazShaikh]

But somehow I am not able to find it in the box, the handyman I called to install the thermostat, he said we need a base to install this, so in my case, should I be purchasing the new thermostat all together or can I buy a base separately

[Frustratedddd]

Assuming you purchased new sealed, then the base will be in the box.

Should you have purchased used, who knows!

You need the base to make the thermostat work, and Google do not sell on their own Ebay would be the place.

Where are you, UK - USA??

[MaazShaikh]

I purchased the new google nest from Comed market place, I am in USA, can I buy any base from ebay for google nest learning thermostat

[zoeuvre]

Hi folks,

Thanks for chiming in, @Frustratedddd. 

@MaazShaikh, thanks for bringing this to our attention, and I'm sorry to hear about this. Let me take a closer look at this for you. Are you able to post a photo of what's inside the box including the back part of the Nest Thermostat so we can take a closer look?

I'll look forward to your response. 

Best,

Zoe 

[MaazShaikh]

I am unable to attach the image to this thread, I can see the box contains black color round shaped thermostat and a white plate and a steel plate with screws inside the box along with the booklet 

[MaazShaikh]

Sr no: 0########

For the safety of our community members, this post was edited to remove personally identifiable information.

[RenzJ]

Hey everyone,

Thanks for the help here, Edmond.

Thanks for getting back to us, @MaazShaikh. To attach the image, you can go to your community profile. Hit reply on the thread and you'll see a camera icon or three horizontal lines to expand the toolbar, where you can click the camera icon and send your image. 

Also, when and where did you buy it? 

Keep me posted.

Best,

Renz

[MaazShaikh]

 

[RenzJ]

Hi everyone,

Thanks for the update @MaazShaikh. The team would like to learn more about this. Please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

@Harjunwilliams, how was it going? We're here if you have any other questions.

Best, 

Renz

[MaazShaikh]

Hi RenzJ,

Thanks for your reply, I have submitted the form above, please let me know if you need any more information from my end

[RenzJ]

Hello MaazShaikh,

We got your form. One of our support team will reach out to you via email. Once you receive an email, please reply to it and continue the conversation there.

Cheers,

Renz

[MaazShaikh]

How long do I have to wait to get the email from support team, bcz I haven’t got any email regarding this yet, thanks

[Frustratedddd]

2 weeks this has been going on, and from what I see you have achieved nothing!

I assume from your information you purchased from ComEd market place, take the thermostat back to them and get the correct set complete. 

[MaazShaikh]

If you know, comed doesn’t have any store where we can return the items, they sell it through their online marketplace site, and there is no way I can return it to comed

[Frustratedddd]

Simple answer, I have never heard of that outlet here in the UK. This should be a lesson learnt, don’t buy from there if parts could be missing, if you don’t know until the install. 

[RenzJ]

Hey There,

@MaazShaikh, I've checked your case, and one of our support specialists sent you an email and asked you for information to further assist you with your concern.

You may continue your conversation on that channel to avoid confusion.

Best,

Renz

[RenzJ]

Hi everyone,

Thanks for the input, @Frustratedddd.

 @MaazShaikhI, I apologize for any inconvenience. While we don't have an exact time frame to share, I'll follow up with our senior support team about this. Check your inbox from time to time, as someone will be reaching out to you.

Best,

Renz

[EdmondB]

Hello Harjunwilliams, 

I'd like to jump in here and check if you've seen Frustratedddd's response. Please let us know if you have any additional questions. 

Thanks for the help, @Frustratedddd.

I look forward to your response.

Best,
Edmond

[Harjunwilliams]

Hi I need a new base for serial # 0#############

[Frustratedddd]

Was yours missing out the new sealed box as well when purchased?