When will I get a refund for defective gen 2 cam after returning?

[KellyandPeanut]

Tried to mount outside and fully charged battery died in 2 days. Charged again and would not connect again to wifi in same spot or inside 15 feet from the router. It never showed up in my device list consistently with the other 5 gen 1 7 year old cams.  I could never get it to reconnect or blink after charging again and had just missed me amazon return window because I had waited for a 3rd party mount and was waiting to install outside. I kept trying to trouble shoot and get help from CS and 20 times just end up back on that pull down help menu to nowhere. It tried to make me find the camera in my device list to return it but it never showed up correctly and at this point had already been deleted from my account and boxed up ready to return. I mailed it back to your corporate address and it was received a week ago. When will I get a refund? 

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Latest Update

Your item was delivered to the front desk, reception area, or mail room at 7:51 am on December 11, 2023 in MOUNTAIN VIEW, CA 94043.

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Delivered

Delivered, Front Desk/Reception/Mail Room

MOUNTAIN VIEW, CA 94043 

December 11, 2023, 7:51 am

[Lance_L]

Hello KellyandPeanut,

Thanks for reaching out to the Community. I’m sorry to hear that you’re having trouble with the refund. I’d be happy to help you with this.

Can you share the case ID from your interaction with the support team so I can check what happened?

Keep me posted.

Best,

Lance

[KellyandPeanut]

No one ever replied to my emails and attempts at CS messages on your website and you don't use chat or text. I tried to use the emails I get for nest aware subscriptions and that didnt work. I  I didn't call because I am at work with no privacy and need a paper trail and have no access to the cameras there from 7 am to 6 pm est.  I refuse to call tech support and be on hold for hours at home when I already followed the instructions, trouble shooting online and have 5 other gen 1 cameras that never gave me such a problem. I also have a blink camera without this kind of problem, it just seems to be with the gen 2 rechargeable ones. Every time I tried to check the warranty or get an RMA it tried to make me pull down the camera in my device list-which it did not appear in anyway and by the time I was trying to message it was boxed up ready to ship back and I didn't even have the serial # in front of me.

[EdmondB]

Hello KellyandPeanut, 

Thanks for providing information. Usually, when a Nest device is purchased through our Google online store, we can process a refund depending on when you purchased the product, but if the Nest product is purchased through a third-party retailer, you have to contact them for return information. In the event that you have already passed the return window policy, what we can offer is a replacement for the Nest product.

Thanks for the help, @Lance. 
 

Best, 
Edmond

[KellyandPeanut]

I was bought from Amazon and missed the return window by 1 day as the packing slips in my return box show. I really don't want to deal with trying to install another but ok when will my replacement come?

[EdmondB]

Hi there, 

We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Best,
Edmond

[EmersonB]

Hey folks,,

@KellyandPeanut, how’s it going? We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help.

I appreciate the response, Lance and Edmond. 
 
Regards,
Emerson

[KellyandPeanut]

I submitted the form.

[EmersonB]

Hey KellyandPeanut,

Thanks for getting back to us. We can't find your form. Please make sure you use your same email address when you fill up the form. Try filling it up again. 

Best,

Emerson

[KellyandPeanut]

What do you mean you can't find it, it was over a week ago from the link you posted under # or #

[Lance_L]

Hi KellyandPeanut,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

I appreciate your help, Edmond and Emerson.

All the best,

Lance