Faulty Thermostat, replacement is required but no RMA email send by support

[Mailingmachine]

I am waiting on an email, I was told 1-2 days but its day 4 and no heating or hot water. How long is the average wait for these emails as it seems like a rather painful wait. It would be nice to give the kids a bath sometime this month.

"In the next 1-2 business days, you will receive a cart link via email to order your replacement. The cart link is valid for 90 days. We advise you to double check your address in your GPay account before checking out from the cart link since that will be the address used to send your replacement unit to. 

Is there anyway to resolve this manually i.e. someone sending an email rather than waiting for a computer to generate it?

[Markjosephp]

Hello Mailingmachine,

Thanks for reaching out to the Google Nest Community Forum. I'd be happy to take a look at this for you.

Could you please share with us any support ID or reference number from the email you received from us? This is for me to check the status and see what we can do.

I'll look forward to your response.

Regards,

Mark

[Mailingmachine]

Thanks but there isn’t anything you can do. There is a systematic failure in the processes and procedures at Google. You will only be able to identify what the screen says which is “processing”. Most organisations have systems that once a replacement or return has been approved it’s immediately actioned. Just look at Amazons RMA it’s instant.

I have now received the email but the replacement thermostat is wrong, so I am now back in the loop of waiting. I was also told I would pay £35 for the replacement refunded when my product is returned but the RMA email said I must pay full price of £219. More than I paid in store.

If you are interested in looking at my “processing” status please do it’s case 

[7-6082000034332]

[Markjosephp]

Hi there,

I'm sorry for the trouble this may have caused you. I understand replacing a device shouldn't be this difficult to process. Don't worry, an authorization is not a charge, so funds will not be deducted. So I checked this with our Order Management Team to ensure that you would receive the correct color. Please reach out to the support you've spoken to via email about your replacement so she can proceed with the next step.

If there’s anything else I can help you with, please let me know. Otherwise, we'll lock this thread in 24 hours.

Regards,

Mark