NEST Thermostat failed - support case being ignored for 6 months. Case ID [7-7341000031755]

[HouseOnFire]

Hi - been trying to return/exchange a failed NEST Thermostat for six months, and understand covid has depleted the support staff - but I've paid for this dying device. The +61 1800 905 941 number is always closed....six emails unanswered, case still open... Case ID [7-7341000031755]

Any ideas how to progress this?

Alex
Australia.
-----------------------

On 3/01/2022 7:59 am,

Hello Alex,

Thanks for reaching out to the Google Nest Customer Care Team.

Regarding your question, you ca talk to one of our Technical Support Representatives over the phone at your most convenient time. We're open from 3:00 PM - 2:00 AM (Australia time) from Monday to Wednesday, just dial the number: +61 1800 905 941 to help you troubleshoot your device.

You can also chat out to our live support using this link:Contact Us

You can also send a message through our social forums: Facebook: Nest Page or Made By Google Page Twitter:

For reference your case number is 7-7341000031755. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

Have a new question? There are lots of ways to get back in touch with us below

Thank you,
Maze A.

The Google Nest Customer Care Team

[MelbaDT]

Hey HouseOnFire, 

Sorry to hear about your experience and thanks for sharing. 

I'm currently reviewing the case id you provided. Could you also provide more information as to why you're asking for a warranty replacement? If possible, please provide a rundown of the steps you've tried as well just to cover all our bases. 

Best, 

Melba

[HouseOnFire]

Hi and Thanks - there was a diagnosis app on the NEST website that instructed the return based on the symptoms.  I got this message:

-------- Forwarded Message --------

Subject:Date:From:To:

Your Google Support Inquiry: Case ID [7-7341000031755]

Wed, 10 Nov 2021 02:01:18 +0000

#

<removed>@<removed>

Hello Alex,

We are reaching out because of a warranty claim you filed through our form. My name is Maze, a Technical Specialist from the Google Nest support team.To assist you better, please contact our customer support number at +61 1800 905 941 to further discuss your concern.

Thank you,
Maze A.

The Google Nest Customer Care Team

[HouseOnFire]

then;

Hello Alex,

Thanks for reaching out to the Google Nest Customer Care Team.

Regarding your question, you ca talk to one of our Technical Support Representatives over the phone at your most convenient time. We're open from 12:00 - 8:00 PM GMT from Monday to Sunday, just dial the number: +61 1800 905 941 to help you troubleshoot your device.

[HouseOnFire]

Subject:Date:From:To:

Re: Your Google Support Inquiry: Case ID [7-7341000031755]

Thu, 30 Dec 2021 02:02:18 +0000

#

<removed>

 Hello Alex,
We're sorry for the trouble and for the inconvenience that this has caused you. You can try to call our phone support based in Australia once again, or try to reach out to our live chat support using this link: Contact Us

You can also send a message through our social forums: Facebook: Nest Page or Made By Google Page Twitter: @

For reference your case number is 7-7341000031755. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

Have a new question? There are lots of ways to get back in touch with us below.

Thank you,
Maze A.

The Google Nest Customer Care Team

[HouseOnFire]

Just can't get anything other than "the office is closed" and this circular email...

[HouseOnFire]

And, thanks for your interest MelbaDT -

I can't even remember what the fault was - I have a few of these v2 units - I 'll drag the faulty one out of the box and test again...

[MelbaDT]

Hey there, 

You're welcome and thanks for the prompt response as well as for these added details. As I am reaching out to our team handling your case, could you also test the faulty one then let me know what's going on?

Best, 

Melba

[Ryan_G]

Hey folks,

Thanks for being here in the community.

I'd like to jump in here and check if you've seen Melbas's response about testing the other faulty device.

Let us know how it goes and we'll be glad to assist you.

Best,

Ryan

[HouseOnFire]

Thanks Ryan_G - I'd forgotten about the number of Energizer Ultimate Lithium AA (L91) batteries required (6) My local hardware shop has run out of them - is there a definitive list of other AA batteries that will work, or just keep searching?
Thx.

[Ryan_G]

Hi HouseOnFire,

Thanks for the update. 

You could try to order online for the Energizer Ultimate Lithium AA (L91) batteries if your local shop already has run out of stock. There are online shops that sell these types of batteries.

Regards,

Ryan

[aatienza]

Hey HouseOnFire,

Appreciate the help, Ryan and Melba. I wanted to follow up and see if you are still in need of any help? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,

Archie

[aatienza]

Hey HouseOnFire,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Thanks,

Archie