Please unlock my original thread - Thanks

[HarryB]

@Brad Please can you unlock https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Faulty-device-Denied-raising-a-complain... so I can continue to update the same thread and keep my experience in one place.

I'm sorry I didn't respond to confirm this issue has not been resolved yet between Friday and Monday when the thread was locked - I was awaiting a reply from support before confirming if any further assistance was required.

I have now received a response and quite frankly I'm confused how their replies have changed from sounding like they had agreed to a refund, to now telling me I need to complete the RMA for the original device - But no further information on a refund or returning the replacement device.

I had hoped to hold off sending the original device back until receiving confirmation of a full refund for my initial purchase and subscription fees, and avoid making multiple trips to send packages to the same place. But I fear that support are now ignoring the issue (Or the resolution that I thought had been agreed) and just pushing to complete the unnecessary RMA that I was given no choice but to go along with.

[Brad]

@HarryB

I am sorry that your thread was locked, but I will not be able to unlock it for you. We cannot assist you with your issue here on the Forums. Please work with Support to find a solution to your RMA Inquiry for this device.

Best regards,

Brad.

[HarryB]

You can't unlock my thread so I can keep the full support experience documented on a single thread from start to finish?

That seems odd to me. I would have thought that could be beneficial to other customers that find the thread.

Yes the experience has been pretty bad so far, but I'd like to think that eventually this saga will come to an end, but as it stands I guess that thread will just sit there with question marks on the outcome of what started off as a terrible customer experience.

No problem.

Out of interest, what could you have offered help with when you offered it here: https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Faulty-device-Denied-raising-a-complain...

[Brad]

@HarryB

I completely understand that you want to keep it documented in one place, but I am stating we cannot assist you with what you are asking here in the forums. You are better off sticking with your conversations with Support. I cannot assist you with an RMA, payment information, returns, or anything like that here on the Community Forums. I am just stating that your efforts are best spent with Support as we cannot come to a resolution with you on these forums.

Best regards,

Brad.