have been promised a Nest Thermostat replacement since January and Google STILL will not send

[sjwass]

The worst customer service. Just endless email and jumping through hoops to no end or resolution. No replacement ever sent even though all information required was given, repeatedly and via chat. Big wast of time and a scam.

[Jenelyn_O]

Hi sjwass,

Thanks for reaching out. I'm sorry for the trouble this has caused you. This is not the experience we want you to encounter. Could you please provide your case ID? It will help us to investigate your case.

Best,

Jenelyn

[sjwass]

Case ID [3-5181000034703]

[Markjosephp]

Hello there,

Thanks for your assistance here, Jenelyn.

@sjwass, thanks for getting back to us with your support ID number, and I'm sorry if this has taken some time. Have you checked our team's last email and tried to contact us to proceed with the process? You can give it a try and reference the support ID number.

Let us know how it goes so I can look for more options.

Regards,
Mark

[sjwass]

Yes, they were no help and and i no longer have the email to respond to. I will try again if you give me a new contact thank you.

[Markjosephp]

Hi sjwass,

I'm sorry you have to experience this, and we hope you can have a better time. I reviewed your support ID number, and it appears that you're having a power-related issue with your Nest Thermostat.

To confirm, did you receive an email notification or message code on your thermostat? If so, please tell me more about it so I can look for options.

Best regards,
Mark

[sjwass]

Yes:

Steve,

We've identified an issue with your new Nest Thermostat and its ability to draw power from your heating or cooling system. Unfortunately, the issue cannot be fixed on your device, but we’d like to replace your thermostat for free. It's the least we can do for the inconvenience.

To receive your free replacement, please contact our customer support team at support.google.com/googlenest/gethelp. When speaking with support, please provide the thermostat's 14-character serial number that can be found on the bottom of the device above the QR code.

We apologize again for this inconvenience and look forward to helping you.

- The Google Nest team

[Markjosephp]

Hey there,

Perfect! Thanks for the speedy reply. Please help me with these details so we can move forward.

• C-wire power source (C-wire to HVAC system, add-a-wire, or AC adapter)
• Photo of the wiring to the backplate.
• Did you add a C-wire or change their wiring after they paired?
• Heating, ventilation, and air conditioning (HVAC) system type.
• When was the device first paired?
• Power reading from the equipment settings (VIN, IIN, PS-*)

I'll look forward to your response.

Best,
Mark

[sjwass]

 

[sjwass]

Yes:

Steve,

We've identified an issue with your new Nest Thermostat and its ability to draw power from your heating or cooling system. Unfortunately, the issue cannot be fixed on your device, but we’d like to replace your thermostat for free. It's the least we can do for the inconvenience.

To receive your free replacement, please contact our customer support team at support.google.com/googlenest/gethelp. When speaking with support, please provide the thermostat's 14-character serial number that can be found on the bottom of the device above the QR code.

We apologize again for this inconvenience and look forward to helping you.

- The Google Nest team

[sjwass]

Did not add

[sjwass]

Direct

[sjwass]

No repair

[Markjosephp]

Hello sjwass,

Thanks for keeping me in the loop. One last thing: can you get your thermostat's power readings? On your actual thermostat, go to Settings > Equipment > Power Info.

Keep me posted.

Best,
Mark

[sjwass]

Vin 39.824 V

lin: 385

PS: C-385

[RenzJ]

Hey folks,
 

Thanks for the help here, Mark.

@sjwass, we appreciate all your efforts. We'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let me know once you're done.
 

Cheers,

Renz

[Jenelyn_O]

Hi there sjwass,

Chiming in — we received your form. Please check your inbox, as one of our supports sent you a message. Please continue the conversation there. If you have questions, please feel free to let us know.

I appreciate the help, Mark and Renz.

Kind regards,

Jenelyn