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11/19/19
My Nest 3rd Generation Learning Thermostat has suffered a catastrophic failure. 0 Recommended Answers 5 Replies 1 Upvote
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The issue started two days ago when the thermostat shut down after displaying a message saying that it need to recharge it’s battery. After the device had been unresponsive for several hours, I removed it from its base to charge it using a USB cable. Within a few minutes the device displayed a message prompting me to place the thermostat back onto its base. After this, the thermostat settings were available via the iPhone app, but the display on the device remained blank. Yesterday the device failed completely; the display is blank with a green flashing light at the top and emitting a faint buzzing noise. I have tried to manually restart the device, but all this does is display the Nest logo for a couple of seconds before reverting to blank screen/green flashing light/buzzing.

The device is only six months old and my wife is at home about to give birth to twins. We are heading into the middle of winter in the UK and I need to get this fixed. What can I do?
All Replies (5)
11/20/19
Hi Toby,
 
 
I apologize for the inconvenience, I understand how unpleasant the situation is for you. 
 
Based on your description, it appears that the Nest thermostat that you have is an EU version. These thermostats have different troubleshooting as what we have in the United States.
 
You may check this link for more information about our Support in EU for urgent assistance.

Best,
Roxelle
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11/21/19
Coming from the manufacturer of Nest devices, I find this response absolutely ludicrous.
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11/21/19
Hi Toby,

I'm sorry if you feel that way— we understand that this is not the answer that you want to hear from us. 

Since UK thermostats have some features and functions that the US thermostat doesn't have, it is best that you'll reach out to our support team in the EU so they can give you the right troubleshooting and resolve the problem as soon as possible. 

Hope this eases your frustration. 

Best, 
Roxelle
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11/21/19
This is a very poor example of problem ownership.

I have received a notification today that a replacement device is being shipped to me, but there are two further issues:

1. The device being sent is a 2nd Generation Thermostat. This is not a like for like replacement for my 3rd Generation Learning Thermostat and is therefore unacceptable.

2. The UPS tracking number quoted in the email is invalid

All of this amounts to further delays in getting this issue resolved, which is costing me money as operating my central heating manually is far less efficient than having it operated by a thermostat. In addition to this, my wife is at home on her own during the day and is 33 weeks pregnant with twins. It is neither practical or safe for her to keep walking up and down stairs to turn the heating on and off via the Heat Link.

What I need from you (i.e. Google) is for someone to Take Ownership of this problem. By this I mean that a single person from Google Nest Product Support to take responsibility for ensuring that the correct replacement device is sent to me as a matter of urgency and maintaining communication with me until the issue is resolved.
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11/21/19
Hi Toby,
 
Apologies for the inconvenience. I will be reaching out to you privately via email so we can gather some more information and continue helping you there.
 
Thanks again.
 
Best,
Roxelle
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