received a defective nest thermostat and google replaced it with a refurbished unit

[jeffls217]

I recently bought a new Nest thermostat and when i went to set it up it tne app it did not work.  Spoke with nest support and they agreed that something was wrong with it.  They set up a replacement and had me send it the defective unit.  Today i received the replacment and low and behold it is a refurbished unit that does not come with the backplate.  I had to get back on the phone with them and they told me Google does not provide new replacments and that they are all refurbished.  Had i known that i would have gone back to the retailer for replacment.  Agent tried telling me i was informed of that when setting it up.  I was not!  Now they are going to send me a backplate that i have to wait for.  Not happy with this situation and may be one and done with nest products.

[HD007]

Agreed that support team must changed their own statements. They don't even have any track of previous calls and notes on what got discussed or agreed. 

[Frustratedddd]

You are now in a bit of a catch 22 situation here, as the replacement probably will not be honoured by the retailer because it's not the one they sold you! Pity you did not take the original back to the retailer as it's their responsibilty to supply you with a replacement. People think Google give a 2 year warranty, and they do, but here in the UK we have the consumer rights, and that covers you way past 2 years.

I keep telling people. for the 1st 12 months contact the installer or return to the retailer wherever you purchased the thermostat from, they are responsible.

Are you UK?

[jeffls217]

located in the us. If they had told me it would be refurbished I would have gone to the retailer. Lesson learned. 

[Jhonleanmel]

Hi everyone,

Your replacement device is typically covered under your manufacturer’s warranty either for as long as the original warranty lasts or for 90 days, whichever is longer.

In the rare circumstances where  you have a problem with your replacement device, please fill out this form and we will do everything we can to make sure you have a device that works like new.

Best,

Mel

[EmersonB]

Hey everyone,

@jeffls217 I wanted to follow up and see if you were able to fill out the form? Let me know if you have additional questions.

I appreciate the help, Mel.

Regards,
Emerson

[Jhonleanmel]

Hey there, 

Checking back in — have you had the chance to fill out the form?

Best, 
Mel

[Jhonleanmel]

Hi everyone,

I'm just checking in to 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 after 24 hours.

Thanks,
Mel

[Kdoll]

Just got my refurbished unit! but at least you were able to get them to replace just by speaking with Nest Support!

I had to jump through a million hoops because the Nest Support would not believe I had a defective wire plate. Spoke to a million Nest reps, ran tests, and even picked up a multimeter per the advice of product experts in this community who helped me test everything to prove that I had a defective plate.

Nest Support told me to hire OnTech who they have a working relationship with stating I need special wiring for my dual system. I had already called OnTech and they said their technicians only do simple C-wire setups and troubleshooting. Told Nest Support this and they wouldn't believe me and said I needed a Nest Pro to look at my system and guaranteed that because OnTech technicians are Nest Pros they would fix it. OnTech technician came out and basically just looked at my system and based on everything I tested, suspected defective plate so did nothing. Contacted Nest Support again and they said I need "signed-sealed" documentation of what the technician did. Had to wait a whole week to get the diagnostic which simply said "defective plate." Finally got a refurbished wire plate. And lo-and-behold it works. What a waste of time and money!!!!

[Jhonleanmel]

Hi folks,

Kdoll, we deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback. We hope we can change your mind in the future. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[EdwardT]

Hi folks,

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

[EdwardT]

Hi folks,

I'm just checking in to 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 in 24 hours.

Thanks,

Edward