I need to file a complaint.

[BushMissile]

My thermostat lost connection to wifi a week ago.  A replacement was sent to the wrong address and the replacement had screen burn in and would not charge. I was told to send it back, and did but was also told they could only use the incorrect address and I am not able to update at address.  How do I get a NEW replacement shipped to MY address?

[sicsacol]

Hi BushMissile,

Thanks for posting, Sorry for the trouble you're having replacing your Nest Thermostat.

My team would like to know more about this replacement issue. When you get a chance, please fill out this form. Let me know when you’re finished. We’ll have someone reach out to you via email from there.

Please don't hesitate to let me know if you have any questions.

Cheers,

Jonathan

[BushMissile]

Did you receive the filled out forms?  Do you know when I can expect a reply?

[BushMissile]

Hello?  Is anyone able to help me?

[sicsacol]

Hi BushMissile,

Thanks for your patience. I'm sorry for the delay in hearing back.

I haven't seen your form submission yet. Were you able to access the form without any problems? 

To expedite the process, could you share your case number with me? This will allow me to quickly access your support history and assist you in resolving this issue as soon as possible.

Keep me posted.

Regards,

Jonathan 

[BushMissile]

I didn't have any issues filling out the form.  I went ahead and filled it out again.  I have 3 case numbers for the same issue.  4-9690000036095
8-5887000036155
3-9497000036423

[BushMissile]

Ant idea when I might receive the replacement thermostat?

[sicsacol]

Hi BushMissile,

Thanks for posting. That's a great question.

The email you received about your replacement should have more details, but typically replacements arrive within 5 to 7 business days. If you don't receive it within that time frame, feel free to reply to this post and I'll be happy to assist you further.

Cheers,

Jonathan

[BushMissile]

Ok, and I'm assuming that the $240 hold on my bank account will remain until I send back my defective thermostat or the return of the defective replacement if it does not work again.  Is the correct?

[BushMissile]

For those of you playing along at home this started on April 29th.  This is day 19.

[sicsacol]

Hi BushMissile,

Thanks for posting. I appreciate you taking the time to learn more about this process.

Exactly, the hold on your funds is to ensure the return of your old thermostat. Once we receive the device, the hold will be promptly removed, and the funds will be returned to your account.

Sorry for any inconvenience caused by the delay. Please know that I appreciate your patience. If you have any further questions, feel free to reply to this post.

Sincerely,

Jonathan

[BushMissile]

Day 26.  Is there any update on my replacement?  Do you have a tracking number or anything?

[sicsacol]

Hi @BushMissile,

Thanks for reaching out. Sorry that you haven't received the replacement yet.
 

I've reviewed your case and someone from my team will reach you soon via email with an update related to the replacement  process. 

I appreciate your patience, and sorry for any inconvenience this may cause.  Please feel free to reply to this message if you have any further questions.

Cheers,

Jonathan 

[BushMissile]

Finally received the replacement last night.  All hooked up and running good now.  Will send back the defective one.

[sicsacol]

Hi @BushMissile,

Thanks for your post! I'm glad to hear you've received your replacement. I apologize for the delay and appreciate your patience throughout this process.

If you have any other questions, please don't hesitate to reach out – we're always happy to help in any way we can.

Cheers,

Jonathan