Lost Return - No Assistance

[Keithdukes]

On March 25th I had my thermostats replace under warranty. I received the new thermostat on March 28 and used the label emailed to return on March 29th. I took the package in to FedEx location in Hoover, Al. The representative had an issue scanning the label. She called over her manager and he keyed something in and a labor printed. She placed the label over my label. Another label printed and she placed that one over the one the manager printed 2 weeks later I received an email from Google stating they had not received my thermostat. I contacted Google and was told I needed to contact FedEx. I was told by FedEx that I could not create a claim Google needed to. I was told by the manager at the FedEx location they were not responsible once packages are dropped off. As of today

Per FedEx, Google has not contacted them. 

Each time I call in to Google Nest and keep getting the run around. 
I ask to speak with a manager and every time the managers are busy. (Ex Randy and Frolan)

Can anyone assist me on getting a contact email, address, or number to corporate so I can get some assistance?

This has been going on since March 2023. 

[JillG]

Hi @Keithdukes 

I can send your post over to our Community team and see if they can help.  Do you happen to have a case number?

[Keithdukes]

• Yes it’s 4650500034423

[Markjosephp]

Hello everyone,

I'm sorry you have to experience this, @Keithdukes, and we hope you can have a better time. I'd like to investigate this further and try to make things right.

This has escalated to our higher tiers of support. In the meantime, I'll follow up with the team for more information, and I'll get back to you as soon as I have something to share.
 

Thanks for bringing this to our attention, @JillG.

Regards,

Mark

[Keithdukes]

Ok thank you. I will follow up with you as well. Just in case of non contact. 

[Markjosephp]

Hi Keithdukes,

We truly apologize if this is taking longer than expected to get resolved. I want to thank you for your patience while we work this matter out. If you come across other information you'd like to pass along or have further questions, feel free to respond.

Best regards,

Mark

[Keithdukes]

yes I do. When I contacted FedEx to create the claim, the Google rep told me to. It was denied because I was not the originator of the shipping. I was told by FedEx to have someone from Google either contact them to re-open the claim or give me a letter giving authorization to re-open claim. 
claim number is - C-105277025

[Markjosephp]

Hello there

I appreciate the added details. To assist the team in the process, I cascaded this information to them. As soon as I have an update, I'll get back to you.

Best regards,

Mark

[Keithdukes]

Ok thank you.

[Markjosephp]

Hello there Keithdukes,

No biggie! I'd love to help. So please check your email from time to time, as they will also give you updates.

Best,

Mark

[Keithdukes]

Ok. I haven’t heard anything yet..

[Keithdukes]

Still no update

[Markjosephp]

Hi Keithdukes,

We know that this has taken some time. Good news! A request has been processed, and you should receive the refund. Please check with your banking institution to confirm the amount that was credited to your account.

Also, we can consider this one complete, so I will lock the thread within 24 hours unless I can help out with anything else.

Thanks,
Mark