How long until a Case ID is updated? Going on 2 weeks now…

[margaretbrollin]

I called and had Case ID 9-8918000034690 created. My thermostat is less than a year old and will not connect to WiFi. Due to the error code I was told it was faulty and was under warranty. Two weeks later I am still waiting on the case to update and the replacement device link to be emailed. The old thermostat is won’t cool or do anything… really becoming disappointed with Nest customer service and the product as a whole at this point. 

[Lance_L]

Hello margaretbrollin,

Oh no! That isn’t the experience we want you to have. I appreciate you providing the case ID; I’ll forward it right away to our support team to process the replacement.

Hang tight; they’ll reach out via email to assist you further.

Best,

Lance

[margaretbrollin]

Hi Lance, I still haven’t heard from Nest at all regarding this. Going on a month now…

[Lance_L]

Hi margaretbrollin,

I’m so sorry for the delay. The support team is still checking this for you, and I haven’t received any updates yet. I sent a follow-up to the team, and I'll circle back once I have more information to share. Thanks for your patience.

Regards,

Lance

[Lance_L]

Hey margaretbrollin,

Our support team has reached out to you via email. Please reply to that email with the requested information so that they can process the replacement request right away. Let me know if you have any other questions.

Best,

Lance