W5 error on out of warranty Nest gen 3

[AlMitchell]

Hi,

One of my Nest thermostats is displaying the dreaded w5 error.  I spoke with the support team previously and they wouldn't replace it as its out of warranty.  It seems crazy that a ~£200 device can fail within 5 years and have to be replaced at my expense.  Given the number of people that seem to be getting the  w5 error (I've even had it on my other thermostat but luckily it was in warranty at the time) it seems like its more a manufacturing defect than anything else.

Is there any way to get it replaced?

Many thanks

Alasdair

[David_K]

Hi @AlMitchell 

I'd recommend asking for your case to be escalated to a supervisor or manager, as that issue is very much a known hardware defect.

[AlMitchell]

Hi David,

Thanks for the advice, I'll try your advice and let you know how I get on.

Many thanks 

Alasdair

[Frustratedddd]

Are you in the UK?

When did you purchase, and from where?

[AlMitchell]

Yes, I'm in the UK. I bought them from John Lewis about 5 years ago. 

[kcruzgonzalez · Accepted solution]

Hi @AlMitchell  ,

Thanks for reaching out to our Nest Community. We apologize for the situation you're experiencing with your device displaying the W5 error. Let us help you find a solution. We understand you've already spoken with support, but we'd be happy to help you with this situation.

Our specialized team would like to know more about your case and recommend a solution. We would appreciate it if you would fill out this form to contact us and find an answer.

Feel free to reply to this post when you complete it. We are happy to help you.

Best regards,
Kevin

[AlMitchell]

Many thanks, I've filled out the form. 

Kind regards

Alasdair

[AlMitchell]

Many thanks for the support, I now have a fully working thermostat again 😀🎉