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?
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.
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?
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.
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.
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.
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.
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.
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.
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 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.
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.