Nest Firealarm/Protect RMA wrong ship to address

[sst]

My nest firealarm start malfunctioning so I called today morning and customer service created RMA request. They send me a link to start RMA process which included step to create replacement order. Even though I had give correct address to customer service, the ship to address on the replacement order was old. I noticed this and within 5 minutes contacted google support, after 30 minutes the support tells me that the address was updated. I checked and it was still old address so this time I started a chat. The person spends 20 minutes and then tells me that is escalated. No one contacts me for over and hour so I start another chat. They ask me same questions even thought I provide them with RMA number so this person spends 15 minute and tells me he has updated it to correct ship address. Now I see UPS tracking but it is going to wrong place. Such a simple reuquest, 2 phone calls, 2 support chat. Two hours of my time and 2 hours of theirs and still it is unresolved. Unbelievable that they have such untrained support staff that they can not perform simple task of updating a ship to address on replacement RMA order. And to make it worst they will lie to make you believe that the issue is resolved but the problem continues. This has been the most frustrating customer experience.

Any way I have saved the chat copy in case if I need to dispute with my credit company so I have record of the support guys confirming me over the chat that new ship to address has been updated.

Here are two chats:

case: 6-0393000037460

Case 0-7360000036769

[Guarcax]

Hi there,

Thank you so much for posting in the community. I understand that you’ve been having some inconveniences when trying to change the shipping address for your RMA. To receive further assistance on this process, please fill out this form with all the necessary information, like the thread title and your username in the community. Once you've completed the form, let me know. Someone from my team will contact you shortly to help.

Keep me posted,

Best regards,

Daniel.

[sst]

I have already provided two case numbers from the chat that I had with the support, is that not sufficient for you to take further action from your end? From my experience, it seems that google nest support is trained to handle simple task as change of ship to address on an RMA.

[ByronP]

Hi sst,

Thank you for your reply.

I checked your case ID, and I'm sorry for the misunderstanding. Having this information, I definitely will escalate to the appropriate team for further assistance; please monitor your email for further instructions.

Let me know if you have more questions.

Regards,

Byron

[sst]

Upon checking on the UPS tracking, it appears that google nest update the tracking to get this shipped back to Google location in Sunnyvale. So would there be another RMA request generated for the replacement?

Here is the original tracking that you requested diverted back to google it seems

Did you check on it? It appears that you guys changed the shipping address but instead of shipping it to my address, you guys got it diverted to google address in Mountain View, please check on this tracking

[aperezdeleon]

Hi sst,

Thank you for your reply.

We are still investigating this case ID, tracking info and keep working on it. Please keep looking at your email for further instructions.

Let me know if you have more questions.

Regards,

Angel.