Incorrect RMA Item Sent TWICE!

[HelloCharlie]

I spoke with Google Nest Support on 8/23/24. They offered to RMA my existing Nest Doorbell with a replacement. RMA #####, case #5-2389000036591.

Door Bell Only - 077-00095-US
RMA number: ####

Estimated subtotal: $36.13

Shipping: $0.00

Estimated tax: $2.26

Total authorization: $38.39 

8/27/24. Received the wrong replacement item. It was only the install kit (backplate, drill piece, drywall screws, screws, and removal tool. BUT no actual doorbell. Spent a couple more hours on the phone with support trying to get this issue straightened out. Rep said they would escalate it to a higher team.

8/27/24. Requested a copy of chat. Also received the following email and assurance I wouldn't be charged for your having the wrong item sent to me in the first place:

Hello Charles,

Thanks for reaching out to the Google Nest Customer Care Team.

I want to inform you that our higher department created a new RMA for your Doorbell and here's the RMA:  RMA ###

Please verify and update your shipping information when completing the cartlink checkout and your replacement needs to be checked out. Here's the link for you to check out your replacement: ####

For your reference your case number is 5-1811000036685. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

Have a new question? There are lots of ways to get back in touch with us below.

Thank you,

Renz

9/21/24: Ordered replacement RMA doorbell AGAIN.

Door Bell Only - 077-00095-US

RMA#####

Serial Number : #####

Estimated Subtotal: $179.00

Shipping: $0.00

Estimated Tax: $11.19

Total Authorization: $190.19

9/24/24: RECEIVED WRONG ITEM AGAIN. ANOTHER INSTALLATION KIT AND NO DOORBELL!!! THIS TIME AUTHORIZED $190.19!!! Just spent another hour on the phone with your support!!! Was told that it was being escalated and the rep said there was no way I received the install kit twice. This is the worst customer service and experience.

First, I want to make sure I do not get charged AGAIN for something I never received in the first place. Secondly, what is so difficult about checking as to why I never received the doorbell in the first place? Can't you just see that I only received the installation kit, something which probably costs no more than $5 to manufacture??? Thirdly, can you please stop jerking me around and send me the proper doorbell replacement?

This is just an awful experience. No one should have to deal with this nonsense.

[virnab]

Hi HelloCharlie,

Thanks for posting in the community.

I'm sorry to hear that you received the wrong replacement for your Nest Doorbell twice. I understand how frustrated you may be to receive an authorization on your card for this situation. And also thank you for sharing your phone experience to better understand and help you to resolve your concern. But no worries, help is here!

My team would like to gather more details about this situation. Please take a moment to fill out this form, Be sure to include the community  thread and the user name. We'll provide tailored assistance via email.

Let me know when you're finished. Your confirmation is crucial to ensuring that I can follow up on your case effectively.

Best regards,

Virna

[HelloCharlie]

Filled and sent. I spoke with an agent earlier and spent a long time on the phone again. Not getting my hopes up but am EXTREMELY concerned I will be charged for this. I want to bring this concern to my bank but I will hold off to hear what your resolution might be first.

[virnab]

Hi HelloCharlie,

Thank you for your prompt response. We will contact you shortly via email. Please monitor your inbox.

Best regards,

Virna

[HelloCharlie]

I have no idea what is going on with the two emails I just received. One says “to order a replacement” and suddenly asks for an IMEI and the second says “Thank you for your request (RMA# RMA88198432) on September 24, 2024. You’ll get another email when your item ships.” 

What am I supposed to do? The communication is very poor/unclear.

[virnab]

Hi HelloCharlie,

Thanks for keeping in touch with us.

In response to your question, this morning an email was sent to you indicating that you will receive your replacement within 2 or 3 days.

If you need further assistance, please feel free to contact us whenever you need it.

Best regards,

Virna

[HelloCharlie]

Thank you. I received a clearer response as you had mentioned and I appreciate it. Apologies for sounding frustrated but I think anyone in my position would’ve been the same way especially with almost $250 being “lost.” I’ll try to update this space once it is received.

The email from Google I received earlier thankfully acknowledged there was an error in the system and nothing to do with me. How that happens twice seems a bit odd to be honest but hopefully we are back on track now. 

In retrospect, if I had known how many hours I wasted on the phone and writing emails, I would have either just written on here directly for better support (seeing that it’s public-facing may have something to do with this) or used a different solution altogether. I hope that your team is able to get your support back on track and not rely so heavily on substandard outsourcing call centers.

[HelloCharlie]

Thank you to everyone for finally sorting this issue out. I received the replacement doorbell today.

Here’s a separate yet related question: do you sell the chime connectors separately? It didn’t come with one and I’m afraid that I need it as the new doorbell will make buzzing and chime sounds without it. Please advise where I can purchase the chime connectors separately or if that’s something you can send. Thank you again.

[ByronP]

Hi HelloCharlie,

Thank you for your reply. I understand that you would like the Chime Connectors for your Nest Doorbell. Let's find a solution together.

We've already reviewed the information and case ID. Our dedicated team will investigate further to determine if a Chime Connector replacement is possible. Please keep looking at your email for updates.

Let me know if you have any other questions.

Regards,

Byron