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Anyone else send back their defective thermostat and then get charged for it anyway?

MyName123
Community Member

I got the "W5 error" which made the thermostat useless. Seems like a common issue. I sent back the defective device, but they changed me anyway. I've followed up multiple times and sent them the tracking number and proof it was returned. 10 days later they haven't acknowledged it or said they'd withdraw the charge. When I reach out on chat they're weirdly evasive and keep asking for my phone and credit card info. Kind of creepy. 

3 REPLIES 3

Markjosephp
Community Specialist
Community Specialist

Hello MyName123,

I sincerely appreciate you bringing the W5 message code issue with your Nest Thermostat to our attention. We understand how frustrating it can be to encounter such difficulties with the process, and we apologize for any inconvenience this may have caused. I'd like to check this out for you.

Can you share with us your support ID number from your previous contact? Also, if there are any additional details or specific information you would like to share, please let me know so I can check the status.

I'll look forward to your response.

Best regards,
Mark

MyName123
Community Member

Hi Mark. Case number is 6-2797000035916  and should have all the info including the tracking number and proof of delivery. Thanks, Greg

Markjosephp
Community Specialist
Community Specialist

Hi Greg,

 

I'm sorry for the late reply, and I wanted to ensure that everything was covered here. It appears that the refund has been processed on the 27th, and it should reflect back to your account within 10 days depending on your banking institution. Let me know if you need anything from me, but feel free to start a new thread for any future inquiries—we're here to help!

 

Warm regards,
Mark