NEST

Question 1

What is HWR

Answer 1

Hardware Warranty Replacement

Question 2

How many times should you verify a customer’s shipping address?

Answer 2

3

Question 3

What are 6 steps to take after Replacing a NEST Cam in Canada

Answer 3

A. Resolve the case.
B. Create shipping label.
C. Tell them when to expect their order.
D. Ask them to return their broken Nest Cam within 10 days.
E. Email shipping label.
G. Put a tracking number in the case notes.

Question 4

What is a PQI Investigation

Answer 4

check KB 6094

Question 5

Where can you find Symptom Codes?

Answer 5

check KB 6094

Question 6

How do you contact Case Consultation team, and what for?

Answer 6

via HipChat, Find KB,

Question 7

What info do you need when submitting a CCT?

Answer 7

case number… troubleshooting steps… related images…

Question 8

What is PQI

Answer 8

Product Quality Insights (Shannon likes Pandora analogy)

Question 9

When a heat-pump (Rc, Y1, 0/B, G, C) returns heat from a call to cooling, and only returns fan from a call to heating, what wires could be switched to resolve her problem?

Answer 9

Y1 and O/B because the heat pump seems to only activate when the O/B terminal is active

Question 10

What is Farsight?

Answer 10

…

Question 11

What are 2 possible reasons for a fan that runs without ever stopping, and what troubleshooting step can be performed to determine which of the 2 is responsible?

Answer 11

Failed FET, remove the display for a few minutes to see if the fan turns off. If so, it’s a Failed FET.

Question 12

Chattering from boiler with this wiring: Rc, W1, and G… assuming correct wiring, and assuming that the chattering stops while the display is off, what wires should be switched?

Answer 12

W1 and G to see if the issue continues with W1 in the G terminal

Question 13

What are 3 things to check for when the NEST Thermostat is found offline while attempting to change it on iPhone.

Answer 13

Check for WiFi interference, signal, and for software updates…

Question 14

What information is required on every call?

Answer 14

Name, Tel, email, Statement of Issue

Question 15

What are the Symptom Codes related to Troubleshooting Farsight?

Answer 15

Managing Comfort, Managing Thermostat Settings (not schedule related)

Question 16

What are the Symptom Codes related to Troubleshooting NEST Mobile App Issues?

Answer 16

Managing my account, app & general settings, Using the NEST app and choosing general settings

Question 17

What are NEST Cam features

Answer 17

Night Vision, Notification…

Question 18

Where to setup On/Off Schedule and Notifications for NEST Cam on iOS mobile app?

Answer 18

Settings > Cameras (select)

Question 19

What are the 2 supported older generation NEST cams, their pixel resolution, and which one supports Bluetooth?

Answer 19

Dropcam HD (720p), Dropcam Pro (1020p, bluetooth)

Question 20

Which NEST Cam IQ offers Person Alerts, and what other are some of its other exclusive features?

Answer 20

NEST Cam IQ; 
Supersight: 
  4K sensor 
  HDR 
  close-up 
  tracking view