W5 wifi connexction error

[Aimadxb]

Hey all

A 3rd gen Nest thermostat owner. Got the W5 wifi connexction error. Cant reset/Reconnect. What are my options here?

PS

The contact us thing doesn't work at all despite the tries.. 

[David_K]

I've asked a specialist to review this topic and advise on next steps. Just so you know, it may take a short while for them to do that.

[zoeuvre]

Hi folks,

@Aimadxb, thanks for reaching out to us, and I'm sorry to hear about the situation. Don't give up on us yet. We'd like to further check on this. Could you fill out this form and let me know once you're done?

I appreciate your help, @David_K. 

Best,

Zoe 

[Jenelyn_O]

Hi Aimadxb,

I received your form. I'll hand it over to our team. Please keep an eye on your inbox or messages as they will get in touch with you soon.

I appreciate the help, @David_K and Zoe.

Thanks,

Jenelyn

[Natahajeb]

Zoe, 

Not giving up? I had 10 of 15 units we have in our building go bad with a W5 error message. After shipping them to Google and as soon as Google's warehouse received the units, the RMAs were canceled. No one can give a solid answer as to why the RMA's were canceled and they are not even returning my own units. You Try calling your customer service in the Philippines and you will give up on Google. You can't ask for a manager and if they don't like you, they will hang up on you.

[Markjosephp]

Hello Natahajeb,

I know it has been a while, but I wanted to ensure that everything was covered here.

I know this was a complex case, and I see how the conversations are going back and forth about what happened during the shipment. We are committed to providing our customers with the best possible service, and we take your feedback very seriously. I can assure you that our team is trying their best to look into this internally, and I appreciate your patience with us while we work out this matter. Due to the information that we can't disclose publicly, we suggest you contact us for the status.

Best regards,
Mark

[Aimadxb]

Hi There 

When can I expect a reply to the issue I've raised? I bought 6 thermostats to save energy and, within a year, I've lost 1 already. Thank you for your understanding. Aimad. 

[Jenelyn_O]

Hi everyone,

@chassall, I'm sorry for the trouble. I received your form. I'll hand it over to our team. Please keep an eye on your inbox or messages as they will get in touch with you soon.

@Aimadxb, I checked your case and our support team sent you a message. Please check your inbox or spam folder. 

I appreciate the input, Mark.

Best,

Jenelyn

[Aimadxb]

Hi Jenelyn

Can you please resend me the message? I can locate it. Thanks 

[Jenelyn_O]

Hi there Aimadxb,

Please check your inbox or spam folder way back September 06. Also, ensure that you log into the same email you use for Community. If in any case that you can't still locate it, please let us know. 

Best regards,

Jenelyn

[Aimadxb]

Hello Jenelyn 

Thank you for your message but I couldn't find a reply dating back to the 6th of September. Pls send it to me once again.

Kind regards. 

[Markjosephp]

Hello there,

I appreciate your help here, Jenelyn.

Thank you for your patience with us, @Aimadx. I relayed this to our senior support team to notify you via email. Please don't forget to check your spam or junk folder for the update.

Regards,
Mark

[Aimadxb]

Hi Mark

Any update pls? Thank you. 

[Aimadxb]

Hey guys @Nest @Google

Will you get back to me in my lifetime or once I'm dead??

Truly don't understand this customer care. Been weeks since I reported an issue. You claimed to have answered but I never got any replies even when I asked for a resend. Can you get back to me pls!? From the look of it, many people here have reported the same issue. Surely, you have a reply. Let me have it pls. Thank you 

[Markjosephp]

Hey everyone,

Apologies for the delay in response, @Aimadxb. I see that our team did send you another email to the email account you used for the form. To be sure that you're getting an update from us, please fill out another form with the same details and let me know as soon as you're done so I can forward it to them.

@Natahajeb, I reviewed your support ID number, and it appears to be having an ongoing discussion with our senior support for an investigation. I'll check for more status and keep you in the loop once I have something to share.

Regards,
Mark

[Natahajeb]

Hi Mark,

I am not sure if I call that an ongoing discussion. Google received my defective units back on Sep 6th. Instead of replacing them, they have canceled the RMA and they do not provide a reason. They have not replaced the units or sending my items back. Everything I contact your senior support, they are telling me they have opened a ticket and they will get back to me within a few days .I am not sure what kind of discussion you would call that, but surely it is not a productive discussion. I just don't understand why Google take its customers properties and deal with them so poorly without returning the items. 

Can someone explain what is going on?

[bgggye]

w5 error. Cannot connect to WiFi. I have reset and done all troubleshooting.

[EdmondB]

Hello bgggye, 

I'm sorry to hear about your experience on your Nest thermostat. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Best,
Edmond

[zoeuvre]

Hi there, 

We've received your form; thanks for filling it out. Please keep an eye on your email, as someone from our team will reach out to you to assist you more. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.

I appreciate your help, Edmond. 
 

Thanks,

Zoe 

[chassall]

DO NOT BUY A NEST TYPE E THERMOSTAT. The Nest app is useless with this thermostat which refuses to connect to WIFI. The thermostat and app worked perfectly for two months until it came up with the terminal ‘W5 cannot connect to WIFI’ error. Wrote to Google ‘Support’ who ignored my pleas and after two weeks waiting for response they removed my complaint from their system, again with no correspondence and no action. Is that how Nest treat all their customers’ complaints?! Abysmal response from Google.

The Case ID for my removed complaint is 5- 3714000034951

[Markjosephp]

Hello chassall,

I'm sorry you had to go through this, and we hope you can have a better time. I'd like to look into this more and try to put things right for you.

To better assist you with this, if you wouldn't mind filling out this form, we'll get you the right level of help.

Let me know once you're done.

Regards,
Mark

[chassall]

Mark, the form you attached has been previously filled out and sent to Nest in my first communication with Nest, approximately two weeks ago.

Refer to my Case ID for my complaint, 5- 3714000034951, which provided the answers in exactly the same format you have sent me. 

[Markjosephp]

Hi there,

I appreciate your effort. However, we have not received it from the Community Contact Us Form that we're providing. You might have filled them out for different channels. Could you please fill out another form from the link I gave above so I can notify our team of the next process?

I'll look forward to your response.

Regards,

Mark

[chassall]

The original communication with Nest was via their Google Nest Help Centre and not via the Community page. Don’t you guys talk to each other? I find it incredible that you as an expert community provider cannot talk to the Nest Help Centre and retrieve this information that I have previously supplied to Nest. You two are one and the same aren’t you?

Attached is your completed form which provides the same information I supplied two weeks ago to Nest Help Centre, which apparently you are unable to retrieve from your partners in the Help Centre.

[Natahajeb]

Mark, 

I have sent my devices with a W5 error message and they were delivered to your RMA department over 10 days ago. After 10 days no replacement or repaired devices have been shipped back to me. The case number for the last call is 1-8069000035105. How long does it take to get a replacement?

[Natahajeb]

Mark,

I still haven't received my replacement. Would you please take a look at the case and see if you can provide any assistance? 

[zoeuvre]

Hi there Natahajeb, 

I’m sorry for the late reply, and I know it's been a while. I want to check if you have already received your replacement device, if there might be anything else you need on this, or if you have any other questions. If there's more you need, just let us know.

Warm regards,

Zoe

[Cjstevens22]

Have you managed to get a replacement ? I’ve had the same issue. I’m trying to get through to customer support but can’t find a number. 
I’ve tried all the troubleshooting options to no luck. 
I need a replacement. 

[zoeuvre]

Hi Cjstevens22, 

Yikes! I'm sorry to hear that you haven't received your replacement thermostat. Don't give up on us yet. We'd like to further check on this. Do you have the case ID from your conversation with support? If you can provide that here, I'll look it up and see how I can continue to help.

Best,

Zoe

[Natahajeb]

Hi Zoe,

The case ID is 5-6540000034519. I appreciate you taking a look and helping with my device replacement or at least sending my own devices back. Google requested me to send my device to them for a replacement. It never came to my mind that they will take my devices and I have to run after getting replacements or even my own devices back for months. Not to mention that I have to deal with your overseas customer service who don't bother to review prior emails or answer with pre-set answers. 

Thank you again

[Natahajeb]

No, I haven't received the replacement yet. Living in California, I've unfortunately become familiar with the issue of theft. However, it never crossed my mind that a major U.S. company like Google could be responsible for misappropriating my property. Additionally, dealing with their international customer service team has been frustrating, as they seem indifferent to my concerns.