Warranty Claim - No response

[abt65]

My 2 nest learning thermostats stopped working recently.  After changing mode from heat to cool, it will continue to heat. Both of the thermostats are little more than a year old and they were working fine last year.  I replaced my thermostat temporarily with a different thermostat and my system cools fine, so there is no issue with my HVAC.  It is a heat pump system and the Nest thermostat is not energizing the O/B wire. So, I filed warranty claims more than 2 weeks back because Nest Learning Thermostat have 2 year warranty even though the page incorrectly shows the expiration date of the warranty as 1 year from the purchase date.  However, I haven't heard anything after filing the warranty claims. I don't see any option to contact the support to inquire further. It simply says that we are working on your case. The case case ids  are  0-9298000034735 and 9-6070000034319. I am not sure how to proceed.

[Markjosephp]

Hello abt65,

Thanks for reaching out to the Google Nest Community Forum. I'd be happy to take a look at this for you.

It's unusual to have two Nest Learning Thermostats show the same issue, especially when it comes to controlling the system, if they're both installed in the same type of HVAC system. A few questions: have you tried changing their orientation in their settings? If so, could you provide a rundown of all the steps you've tried from the Nest Thermostat itself?

I'll look forward to your response.

Regards,
Mark

[abt65]

Yes, I tried changing the orientation in their settings.  It always blows hot hair regardless of what I do.  I disconnected the entire thermostat and re-connected again to make sure all connections are intact. Please note that it was working correctly from Spring 2022 when I installed it until  earlythis spring. It was cooling in the last Summer and heating during the last winter. When I switched to cooling mode early May this year, it was no longer blowing cold air. Then, I tried the old thermostat that is lying around to make sure my HVAC is in good condition. It may be a coincidence that both stopped working or may be a bad production batch.  I had bought both from BestBuy last year.

[Markjosephp]

Hi abt65,

Gotcha! Thanks for letting me know. I appreciate all the steps you've taken. I've made a follow-up with our Warranty Claims team, and you should receive an email update from them. With this, please check your inbox and continue the conversation there, as this thread will be locked for 24 hours unless I can help you with anything.

Thanks,
Mark

[abt65]

Thank you.

[Markjosephp]

Hey abt65,

I'm glad to help! It looks like we can consider this one complete, so I will lock the thread within 24 hours. Feel free to create a new thread for any future inquiries.

Best,

Mark