Need to file a customer complaint for Nest Thermostat

[solsaiyan23]

I got a NEST Thermostat when i had to replace my HVAC and within 6 months of purchase, the nest thermostat malfunctioned. I contacted Google Customer Service and they offered a replacement for the malfunctioning NEST [Case No: 1-1989000036790] . When i got the replacement, i noticed that the replacement device was a refurbished one and further more had something like paint on the screen which could not be removed. I again contacted customer care to get it replaced but instead the customer care person logged off midway rudely when i said that i will not accept that my nest thermostat will be replaced with one with cosmetic flaws. Its not fair to me that i have to replace the new but malfunctioning nest thermostat with a nest thermostat that was refurbished and had cosmetic flaws. 

I sincerely hope that Google honors me with a brand new replacement nest thermostat after reviewing my case. I can provide further details as needed

[luciaaa]

Hi, @solsaiyan23,

Thanks for reaching out to the community and providing your case number. I sincerely apologize that the replacement thermostat screen arrived stained. I understand how frustrating this must be, and we're committed to resolving the inconvenience for you.

To get further assistance, please fill out this form with all the necessary information. My team will be happy to help you find a solution. Once you've submitted the form, please let me know.

I appreciate your patience and cooperation. Please don't hesitate to reach out if you have any questions.

Best regards,

Ana. 

[solsaiyan23]

Hi Luciaa. I've filled the form as requested. Please process the replacement as requested. 

[luciaaa]

Hi, @solsaiyan23,

We've received your form and appreciate the details you provided. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post.
 
Regards,
Ana