get a nest thermostat replacement

[sbevanslaw]

All the posts for W5 error states i need a replacement thermostat. I can't find a customer service contact to accomplish that. HELP! 

[Jenelyn_O]

Hi sbevanslaw,

Thanks for posting in the Google Nest Community forum. Let's give it a swirl: could you please restart your Nest Thermostat by going to the Settings > Reset > Restart? Also, restarting your router might help. Please let me know how it goes.

Best,

Jenelyn

[sbevanslaw]

I have run all the troubleshooting- nothing works. I’ve moved on and bought an ecobee thermostat. As expensive as the nest is, it ought to work longer than 5 months. 😞

[Jenelyn_O]

Hey sbevanslaw,

Thanks for being a step ahead of us — I'm sorry for the trouble this may have caused you. We'd like to check for some options, could you please fill out this form and let me know once you're done? 

Best,

Jenelyn

[sbevanslaw]

Well the saga continues. I received a nice email from customer support about 6 hrs ago that stated I would receive an email in the next 30 minutes to begin a return and exchange of the thermostat. As of now I have not received said email. 🤷🏼‍♀️

[sbevanslaw]

I still haven’t received the email with the return label. I have sent the information requested 3 times. I don’t know what else to do. Please help. 

[Markjosephp]

Hello folks,

I wanted to ensure that everything was covered here.

Thanks for the help here, Jenelyn.

@sbevanslaw, I'm sorry for the late reply. A replacement has been processed for your Nest Thermostat. So please check your spam or junk folder on your email for the update. Also, this thread will be locked within 24 hours, and if you have any other concerns or questions, please feel free to create a new thread.

Best regards,

Mark

[sbevanslaw]

Yes. I have the return label and will send at the end of next week as I am out of town at the present time. Thanks again for all your assistance. This has been most laborious process, but at the end you guys stepped up. There should be a better way.

[Markjosephp]

Hi sbevanslaw,

Thanks for your patience with us. I understand your thoughts about it, and we'll take this as feedback. So I will lock the thread in 24 hours unless I can help out with anything else.

Regards,

Mark

[sbevanslaw]

I completed the form. BTW this is the second time I have filled out the same form. The first time was approximately 1 week before I started the community post. I’ve yet to receive a response.