topic Re: Puzzling Email and Chat in Nest Thermostats

Puzzling Email and Chat

RichardK — Sun, 12 Nov 2023 16:54:30 GMT

I received the following email from google nest:

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

I followed the link provided and started a chat session where after going back and forth a bit I was told that if I am not seeing an issue with my thermostat that there is no need to worry. When I asked why I was sent the message, the response was "Due to some technical glitch".

Are others running into the same thing when you received this email?

Thank you.

Re: Puzzling Email and Chat

Jenelyn_O — Sun, 12 Nov 2023 22:34:31 GMT

Hi RichardK,

Thanks for reaching out. I'd like to review your case. Could you please provide your case ID number? You might have it on your email sent by the representative who assisted you.

Best,

Jenelyn

Re: Puzzling Email and Chat

RichardK — Mon, 13 Nov 2023 15:28:38 GMT

Thank you and sorry for the delayed response. My case id is 7-0459000034809.

Re: Puzzling Email and Chat

Jenelyn_O — Mon, 13 Nov 2023 20:53:10 GMT

Hi there,

Thanks for that information. I was able to review your case and let our team be aware of what happened. Please keep an eye on your inbox or messages as they will get in touch with you soon.

Cheers,

Jenelyn

Re: Puzzling Email and Chat

RichardK — Tue, 14 Nov 2023 16:05:56 GMT

Thank you.

Re: Puzzling Email and Chat

Jenelyn_O — Tue, 14 Nov 2023 20:44:27 GMT

Hey RichardK,

No worries. Please feel free to let us know if you have any questions or concerns, by creating a new thread. We'll be willing to assist you from there.

Regards,

Jenelyn