My three-week quest to replace a faulty thermostat....

[jevgenym]

Hello,

A few weeks ago, my Nest thermostats lost the ability to connect to the Wi-Fi network. After spending a good hour trying every troubleshooting step, I discovered that this issue is quite common with these devices.

What followed left me extremely disappointed. I reached out to Google support to arrange a replacement, and everything seemed fine until I realized that the new thermostat was delivered to a different address than the one I provided. For over two weeks now, I've been using a faulty thermostat that suddenly started turning the heating and hot water on and off. Despite my attempts to get updates on my case, Google support hasn't provided any information on the progress. In fact, one operator even ended our call while asking me to wait for a couple of minutes as he tried to contact his colleagues regarding the logistics issues.

Where is Google in all of this?

[Markjosephp]

Hello jevgenym,

Thank you for bringing this matter to our attention. I'm sorry for the inconvenience you have experienced with your Nest Thermostats and the subsequent challenges you faced while seeking support.

I understand the frustration caused by the Wi-Fi connectivity issues and the delivery mishap with the replacement thermostat. To check the status, can you share with us your support ID number and RMA number? 

I'll look forward to your response.

Best regards,
Mark

[jevgenym]

Thank you for a prompt response.

RMA: RMA73465584

Case number: 9-5587000036007

[Markjosephp]

Hey there,

Thanks for providing me with the details. It appears that it has escalated to our higher tier of support for further investigation. As of today, they're actively coordinating with the shipper. Also, please reply back to the email you received from the support ID number and confirm the correct delivery address.

In the meantime, I'll keep an eye out for the next process and let you know once I receive another update.

Best,
Mark

[jevgenym]

The situation is that I responded to an email with all the correct details on February 7th. Additionally, after following up with a call a week later, on February 14th, I received a peculiar email (case number 4-575400003583) where my address was mentioned twice, along with a message stating, "Here in the system, we have it recorded that the device was already received at this address."

Why hasn't the device been sent to me, or is the team responsible for the mistake attempting to retrieve it from the wrong address first? From my perspective, the current processes seem to prioritize the company's interests over those of the customer. It's been over three weeks of uncertainty, with no clarity on when the case will be resolved.

[Markjosephp]

Hi jevgenym,

Thank you for your prompt response and for providing additional details. It appears that our team created a new RMA process for you, and you should receive a shipment confirmation with the tracking number within 1-2 business days.

Please let me know if you need anything from me. We are assured that you'll receive your replacement thermostat this time.

Best,
Mark

[jevgenym]

Hello,

Yesterday, the replacement arrived and was installed and tested successfully. However, on the same day, Google charged me £139 for the replacement.

I had intended to return the thermostat in the upcoming days, but it is troubling that Google charged me for their mistake.

To be honest, I had expected an apology and a voucher, rather than being charged.