topic Charged for replacement under guarantee I already returned in Nest Thermostats

Charged for replacement under guarantee I already returned

Hub101 — Fri, 17 Nov 2023 20:37:11 GMT

My nest Thermostat was faulty under guarantee. Google a replacement and i returned the faulty unit, with the RMA they gave me, using the courier label they gave and their courier, receiving a receipt from Google store and tracking information. However they have charged me £139 as they have not received the old unit. Apparently.. The tracking shows it was delivered, as per the label they gave me. I the tracking link it was signed for. There are no numbers to call for Google. They don’t seem to answer emails. Other than trying to get my bank to recognise this as a disputed transaction and return the funds not sure what to do. Any ideas?

the proof of return including signed delivery below

delivered tracking

Re: Charged for replacement under guarantee I already returned

JillG — Fri, 17 Nov 2023 22:05:27 GMT

Hi @Hub101

I've escalated your post over to our support team at Nest. Do you happen to have a case number? If so, just post it here.

Re: Charged for replacement under guarantee I already returned

Hub101 — Fri, 17 Nov 2023 22:29:45 GMT

Thanks JillG. The case number is 4-8247000034396 (probably quite a long case as the replacement device did not work at first, and needed a factory reset using a laptop)

Re: Charged for replacement under guarantee I already returned

TudorL — Sat, 18 Nov 2023 11:20:29 GMT

Hi there @Hub101. I've checked the RMA and indeed the package has reached our warehouse in Poland and it should be processed now. Just in case, I'll open an official consultation with my Seniors so we may have everything covered and provide you a proper resolution. Rest assured, once the process is officially closed, the charge will be automatically cancelled and the money will be back on your account in a matter of 14 business days, depending on your financial institution.

Re: Charged for replacement under guarantee I already returned

LarisaL — Mon, 20 Nov 2023 12:36:23 GMT

Hi there, just checking in! Have you seen the message from my colleague?