Link to order replacement not received (waiting one month and counting)

[itsonrepeat]

Hi there, 

I have an open case file with the Nest support team (dating Dec 5). The support email said a link would be sent to me to order a replacement thermostat, but I never received it. Despite an email from me on Dec 21 and January 2, I have not heard back from the support team. I'm going on two months without a thermostat that can connect to wifi and just want to order my replacement already. There is no phone number in sight that will work to connect me with the support team to make this go faster - I'm getting really irritated and it's pushing me away from even wanting to have google smart home products in the future. I have a case file number and an RMA number. Please contact me ASAP

[zoeuvre]

Hi itsonrepeat, 

Uh-oh! I'm sorry to hear that you haven't received the order replacement link for your Nest Thermostat. Have you checked on other folders of your email, such as spam and trash, and seen if the order replacement link was sent there? And do you have the case ID from your conversation with support? If you can provide that here, I'll look it up and see how I can continue to help.

Best,

Zoe

[itsonrepeat]

Hi, thanks for replying. Yes I've checked other folders in my email with no luck. My case ID is 0-2363000035311

[zoeuvre]

Hi there, 

I see. I've reached out to our team, and they confirmed that they've given you a replacement cart link for your thermostat replacement already. Kindly follow the instructions on the email on how to place an order for the replacement, and then let us know if you are still in need of any help.

Thanks,

Zoe