Nest Thermostat Replacement Order Status (RMA53178168)

[amitguha]

Hello:

My Nest Thermostat stopped working on 15th Dec. I spoke to my installer who advised that I reach out to Google Customer service. After speaking to the agent I placed a replacement order on 20th Dec and was promised that a replacement device would be shipped in 3 days.

It has now been more than 12 days and I am still waiting for a replacement thermostat. What is worse there is absolutely no update on the order status page and when I reached out to Google Customer service, none of the agents were able to provide an update.

Does anyone have any suggestions on how to get an update on the order status? What is the actual time it takes Google to ship a replacement device?

Needless to say it is hugely frustrating to not have a working thermostat in the middle of winter and really disappointed at the complete lack of updates from Google.

Thanks,

Amit

[JillG]

Hi @amitguha 

Ugh that sounds awful.

Do you have a case number?

[amitguha]

I have had a couple of conversations with support teams:

• Case ID: 8-012200003542
• Case ID: 2-6411000035478

[JillG]

Thanks for that info.

I've sent your post over to the Community Specialists from Google/Nest. They will be best able to help.

[Jenelyn_O]

Hi folks,

Thanks for bringing this to our attention. I made a follow-up on your case. Please keep an eye on your inbox or messages, as they will send you your shipment confirmation together with the tracking information. 

Please feel free to get back to us if you have further confirmation or clarifications. 

I appreciate your help, @JillG.

Best,

Jenelyn

[amitguha]

Many thanks @Jenelyn_O and @JillG 

I received a new email this evening from Google/Nest to place another replacement order and have gone ahead and placed the order again.

Is it possible to say if the previous order was cancelled? I'm hoping I wont be charged for it!

Thanks,

Amit

[Jenelyn_O]

Hey there Amit,

Good to hear! Our team has already canceled your previous order. The authorization hold will be lifted on the same day. The funds should return to the form of payment used within 14 business days depending on your bank. 

If you have further questions about your replacement, I'd suggest replying to the email that our team sent you.

Cheers,

Jenelyn