Google in not responsive on warranty replacement

[911bob]

I purchased a Google Nest Learning Thermostat in Dec 2022.

About a month ago I got the dreaded W3 error

I called Google and they were to send a replacement. I gave them my credit card and information of where to ship to.

I got the RMA to return the existing, and I thought all was well.

But that has been nearly a month ago. In the meantime I have called 4 more time, and each time I am told please wait while we investigate. They come back and have given different reasons, It is in shipping, it is lost, it was sent to the old address (from over a year ago). The problem probably stems from Google Forcing me to get a gmail account when I got a new android phone about 4 years ago. At the time I was told that I had to create a gmail account for the phone. I did but never used it. But somehow Google takes that email account and assumes it is to last forever. That account may have listed the old address, and I did not update when I moved (why would I for an account I never use). PLUS the address on the PMA to return the defective unit was the new address. 

Google.. if you want to keep and store all this personal information, you also need to make sure you verify it before you use if for shipping. You cannot have it both ways.. keeping all the information, but never updating it

I am not sure where to go from here. Should I now make a 5th call to Google? 

[Jenelyn_O]

Hi 911bob,

Thanks for reaching out. We apologize for the inconvenience you experienced. It’s never our intention to cause frustration or disappointment. I'd like to review your case. Could you please provide your case ID number? It will help me to take a closer look at it. 

Best,

Jenelyn

[911bob]

RMA27529304

AND I was just billed for the replacement.. THAT I NEVER GOT.. case #9-0513000035650

[911bob]

and the new case # is For your reference your case number is 6-3352000035171. 

This after I called Google nets for the 4th or 5th time with the same issue

[Jenelyn_O]

Hi there,

I'm sorry that it's taking too long, but I appreciate your patience about this. Upon checking, your case was escalated to our higher support, and one of our representatives sent you an email on November 28. I suggest replying to that message to continue the conversation there. No worries, we will not leave you hanging to ensure that your case will be taken care of. If you still have questions in mind, feel free to get back to us. 

Thanks,

Jenelyn