Exchange a product that is under warranty

[gwillis8159]

I never received an answer to this issue:

gwillis8159

Community Member

3 weeks ago

Bought the thermostat in November 2022; it worked ok (despite Wi-Fi connection issues), heater came on ... tried to turn on A/C this past week, and nothing happened. No air... Had two different HVAC guys come to, and both stated that the thermostat is not working; it's not the A/C unit. Tested it with a different thermostat, and works fine. Submitted a request for return/refund under warranty, and Google has or will not respond. No phone number to call, no email address...Hey Google, how do I address this warranty claim?

[Markjosephp]

Hello gwillis8159,

We truly apologize if this is taking longer than expected to get resolved. I want to thank you for your patience while we work this matter out. I followed up on your case with our team, and I'll get back to you as soon as I receive an update.

Regards,

Mark

[gwillis8159]

I don't understand why it cannot be resolved. in a timely manner? The item is either covered under warranty or it's not. It was bought in November 2022 and the warranty is up to one year. Why can I not get either a refund or an exchange? 

[gwillis8159]

Hello, do you have an update, please?

[Jenelyn_O]

Hi there,

@gwillis8159, I just want to give an update with regards to your case. Our support team sent you a message. Please check your inbox or messages and continue the conversation there. I'm sorry for the delay. 

Thanks for following this up, Mark.

Best,

Jenelyn