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Warranty form is broken

jeffreynye
Community Member

I'm trying to submit a warranty claim on my Nest 3rd Gen Learning Thermostat. The form returns a general error. 

How can I submit my claim?

24 REPLIES 24

aatienza
Community Specialist
Community Specialist

Hey jeffreynye,

 

Oh no! I'm sorry to hear that. Could you tell us more about what's going on with your Nest thermostat? We'd love the help.

 

Thanks,

Archie

My question here isn't about the thermostat -- I know what's wrong with that.

My question here is why it's impossible to submit a warranty claim through the warranty claim form (here: https://support.google.com/product-documentation/contact/nest_warranty) which has been broken for at least a month (and, judging by the complaints about it here and elsewhere, apparently much longer).

The problem with the thermostat was that the sub-base failed. There was a short between the R and Y wires inside the hardware, which mean that the air conditioner was constantly powered on no matter what the software said. I came home from vacation to a house that was 60 degrees even though the thermostat was set at 76.

I've solved that problem. I threw out the Nest thermostat and replaced it with something else, because it took 27 days before someone responded to me here.

But I still have the problem that I paid a couple hundred bucks for a device that comes with a warranty that's impossible to make a claim on. What can you do about THAT?

Ryan_G
Community Specialist
Community Specialist

Hi jeffreynye,

 

Thanks for being here in the Google Nest Community.

 

We're sorry to hear about the experience. We would like to further help you by checking on this link.

 

We hope to hear from you very soon.

 

Regards,

Ryan

Ryan_G
Community Specialist
Community Specialist

Hey folks,

I just wanted to follow up and see if you're still in need of help. Please let us know as we would be happy to answer any questions you may have. 

Best regards,
Ryan
 

Ryan_G
Community Specialist
Community Specialist

Hey there,

Thanks for being here in the Google Nest Community. 

I'd like to bump in here and make sure that you’ve seen our response.
Please let us know if you have any other questions or concerns as I will be locking this thread in 24 hours.

Have a great day.

Best regards,
Ryan
 

Hi Ryan,

I've seen the response. I don't know what the point of engaging in these forums is. I waited almost a month for the first reply, which didn't address my issue. I waited another 11 days for the next reply, which also didn't address my issue. And now I'm being chastised and given just a 24-hour window to submit my third reply? 

My thermostat broke a month and a half ago. It's impossible to submit a warranty claim because the claim form was broken. The claim form is STILL broken. (Based on other posts in these forums, it was broken long before I attempted to submit a claim.)

What are we even doing here? What is the point of these forums? What is the point of a warranty that it's impossible to make a claim under?

Ryan_G
Community Specialist
Community Specialist

Hey jeffreynye,

 

Thanks for the reply and we're sorry that you feel that way regarding this.

 

I checked here and you've already had a case and the team is looking into this for you.

 

We'll check for some updates on the case and we'll coordinate with you through email on the case.

 

Regards,

Ryan

 

 

I'm just leaving this here for anyone who happens across it in the future, so they know that when Ryan says above that I've "already had a case and the team is looking into this for" me, what he means is that earlier today—48 days after my first effort to submit a warranty claim—someone privately emailed me to say that they've opened a case to look into this, and asked me to supply the serial number of the unit that broke in early July. As I said in my email to them, I can't do that, because after so long without a response I gave up and threw the thing away. 

Oh, and here's one more laugher for posterity: while I was typing the reply above, I got a pop-up asking whether I'd take a survey about my experience here and whether my problem was resolved (and again, my problem was first a broken device, and then a broken form with which to submit a claim about the broken device). I agreed to take the survey, answered that no, my problem was not resolved, clicked the submit button—and the survey form failed to submit! It, too, is broken ("Authentication Failed.Authentication Ticket Mismatched, failed authentication.") I'd laugh if I weren't already crying. 

 

Ryan_G
Community Specialist
Community Specialist

Hi jeffreynye,

 

Since we already had a ticket for the Nest Thermostat issue and we'll give you an update as soon as possible, I'd also want to take a further look at what's happening with the forms. Could you take a screenshot of the page showing the error when you take the survey? 

 

I hope to hear from you very soon.

 

Regards,

Ryan

No, I can't. The survey form was presented as a pop-up prompt. I cannot access the survey unless a new prompt appears. 

Ryan_G
Community Specialist
Community Specialist

Hey jeffreynye,

 

Thanks for the reply and we're sorry for the delay.

 

While you're having some trouble using the warranty claim form, we could do it using another option. You could click on this link and fill up the form so that we could get this investigated further.

 

I hope to hear from you very soon.

 

Regards,

Ryan

EdwardT
Community Specialist
Community Specialist

Hey jeffreynye

 

I'm checking back in. Were you able to fill out the form? Let us know if you have questions and we'd be glad to assist you.

 

Thanks,

Edward

Edward,

I needed assistance in early July. I didn't hear anything from anyone until mid August. I've described the problems repeatedly here and you've all told me that you can't help me. I'm  not filling out yet another form where the only prompt is "Please describe your issue." That's not YOU helping ME—as I just said it's been made quite clear that first you didn't help,  and now you say you *can't* help. That's ME helping YOU make it look like the warranty program on Nest devices isn't a sham. I'm not wasting any more of my time on this, which has become one of the most bizarre and useless customer service interactions I've ever had. 

EdwardT
Community Specialist
Community Specialist

Hi jeffreynye,

 

Thanks for letting us know. I'm sorry to hear about your experience. We appreciate users who are keen on sharing with us their thoughts.  We're always looking for ways to improve and we'll take this as feedback.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi jeffreynye,

 

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

 

Thanks,

Edward

 

Can you replace the device that I needed help with two months ago? 

EdwardT
Community Specialist
Community Specialist

Hi jeffreynye,

 

Thanks for the response. Our team would need to know more about what's happening with your device. By filling out the form, our team would reach out to you to further investigate.

 

Thanks,

Edward

The form that's broken? 

Do you really not see the problem here?

EdwardT
Community Specialist
Community Specialist

Hi jeffreynye,

 

Thanks for letting us know. Could you try filling out this form instead?

 

Thanks,

Edward

Stryke21
Community Member

The form is not working...My nests are broke too.  Here are the serial numbers.  Filled out form...no reply. 

09AE01AF022006X5,
09AE01AF02200A7Y
 
 

 

Jeran
Community Specialist
Community Specialist

Hiya Stryke21,

 

I'm sorry to hear that the form is running into issues! In that case, please feel free to contact Nest Thermostat Support here. After following the prompts, you'll have the options to contact them via phone call or online chat.

 

Let me know if you run into issues, we'd be happy to help out.

 

Best regards,

Jeran

Jeran
Community Specialist
Community Specialist

Hey everyone,

Did anyone have any more questions or need any additional help? 

Thank you,
Jeran
 

Jeran
Community Specialist
Community Specialist

Hey there everybody,

Did anyone have any more questions or need any additional help? If not, I'll go ahead and lock up this thread in 24 hours.

Just checking up,
Jeran