Email Regarding Thermostat Failure and Replacement

[fman114]

I received the following email below. I clicked the links and there is no info on the offer of replacing my thermostat, as indicated in the email. Any info would be helpful.

Hi Michael,

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

[Lance_L]

Hey fman114,

Thanks for reaching out to the Google Nest Community. I’d be happy to help you with your Nest thermostat.

I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

All the best,

Lance

[zoeuvre]

Hi there, 

Checking in—we haven't received your form. Were you able to fill it out? Still need our help? 
 

Thanks,

Zoe

[jondpoirier]

I also received this email but don't know how to reach out on here.

[zoeuvre]

Hi jondpoirier, 

Could you also fill out this form with the needed information so we can take a closer look at your concern?

Regards,

Zoe

[zoeuvre]

Hi there jondpoirier, 

We've received your form—thanks for filling that out. Please keep an eye on your email, as someone from our team will reach out to you to assist you more. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.
 

All the best,

Zoe