Frustrated with non performance of Warranty support

[TerryS]

My nest Thermostat has an issue with the WiFi chip which is a known issue. Lost all WiFi connectivity. The unit is less than one year old.

Called support and was asked to place an order on line against my Google pay account. Once the replacement unit is received and the faulty unit returned this transaction would be complete. If the faulty unit was not returned my credit card will billed for non return.

 The shipping address for the replacement unit contained an incorrect ZIP code. A call was made to Google to correct this and was acknowledged and is recorded in my case notes.

The warranty replacement unit was never received, my credit card was billed for non return of Googles faulty product and I was left with no AC control of my property in Florida.

Upon escalation I was told the shipment department will have to resolve and I will hear back within a couple of days. That was back in September.

I have followed up every day on principle and receive the same canned response each time. 

Good day! We're still waiting for our Order management team for the update. We're sorry for taking this too long and thanks for your patience and understanding. We'll keep you posted for their updates. 

For your reference your case number is 1-0261000034975. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

Have a new question? There are lots of ways to get back in touch with us below.

How do I get resolution on Google not standing by their product  warranty and the illegal charges on my Credit Card?

[ReginaS]

Hi TerryS,
 

We truly apologize if this is taking longer than expected to get resolved. I’ve sent a follow-up to the team working on your case. Hang tight; the team will let you know once we have more information to share.
 

Best,
Regina

[TerryS]

As much as I appreciate your swift response, my  expectations are very low. I do hope you can assist with quick resolution.

[Markjosephp]

Hello everyone,

Thanks for looking into this, Regina.

@TerryS, oh no! I'm sorry you have to experience this. I understand that you were upset and frustrated by the lengthy process. Our senior support team, who are handling your support ID, is making a follow-up with the team for the status.

I know that this was a complex case, and I want to assure you that we're not leaving you hanging while we work this matter out. We'll leave this thread open to make sure you get the assistance you need. In the meantime, if you come across other information you'd like to pass along or have further questions, let me know or continue the conversation over email.

Regards,
Mark

[TerryS]

Well, some might think this is progress. I am doubtful. I have an email from support asking for me to order another unit on the Google Store. I am sure that Google will reserve the right to bill me if the faulty unit is not received. There is still no mention of the unauthorized charge on my credit card or if Google will even refund the illegal charge on this card. Do you really want me to order another thermostat without refunding the initial unauthorized charges? What would you do? Please advise my next step.

[TerryS]

And WOW! The replacement order from your email is for Nest Learning Thermostat 3rd Gen Base.

I am a patient person, I am speechless! I am almost embarrassed for you.

What next?

[Markjosephp]

Hi TerryS,

I appreciate the update, and I apologize for the inconvenience the replacement process caused you. I reviewed the case, and I see an email update from our team for the replacement base, which is supposed to be a thermostat display due to a network connection issue. So I just coordinated this with our Order Management team to make it right for you, and you should receive another email from them for the Nest Learning Thermostat display replacement, including the return label.

With the refund, I know that it's frustrating for the charge from the replacement. Rest assured, as soon as we receive the faulty unit, a refund will be processed automatically. Also, by placing and confirming your order for the thermostat display, It's not a charge, so funds will not be deducted.

Let me know if you have more questions.

Regards,

Mark

[TerryS]

Standing by. Mark, please ensure the replacement order is for a white housing. 

Thanks in advance.

[Markjosephp]

Hello TerryS,

Without a doubt! To be sure, I'll leave this thread open for you for a few more days after you confirm and receive your replacement. But if you have additional questions about the shipment, let me know—we're always here to help.

Best regards,
Mark

[TerryS]

Update. Received the replacement thermostat head, installed and working correctly.

Faulty unit packaged up and will be returned tomorrow. Credit Card has a temporary authorization for $202.33 for this transaction.

When do you intend to credit me for the previous incomplete transaction by Google already billed to my credit card?

[Markjosephp]

Hey there,

I'm relieved! I'm glad to hear it's up and running now. Do you still have the incorrect replacement part that was sent by us for your prior replacement? If so, please make sure to send the part back with the original shipping label so that we may initiate a reimbursement. Then, use the newly attached return label from the most recent replacement process to release the authorization hold for the thermostat display.

Thanks,
Mark

[TerryS]

Please follow the thread and the notes on this case. You still owe me for original charges made for not returning a replacement that was never received. I don't think this is that difficult. Google has all the records. Please confirm when you will issue the credit for the unauthorized charges.

[Markjosephp]

Hey TerryS

To expedite the resolution process, I personally look into the case details and ensure that the credit for the unauthorized charges is issued promptly. Please contact us again and reference the support ID number that ends with 4925, so they can file out to our Order Management team for the process. You can also reply back to the support you have engaged in the email to continue the process.

Best regards,
Mark