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Nest couldn't find wifi - now can't maintain charge - no response to case by email

JillP
Community Member

Google next previously wouldn't connect to wifi - case was referred to email - hiatus due to Christmas etc - the unit now doesn't hold charge when fixed to the wall and I'm having to charge it up by usb overnight for it to work in the morning - it loses all date etc info during this time - it needs replacing please as you decided in the email trail, case number is below, I've been trying to reopen the case by email, but no reply - my heating isn't working now and it's very cold, this needs to be resolved asap please

case number:

Case ID 7-5461000033241

 

 
5 REPLIES 5

Markjosephp
Community Specialist
Community Specialist

Hello JillP,

 

I'm sorry to hear about your support experience. We'd like to make this right for you — I made a follow-up on this, and one of our upper support will get back to you on the email as soon as possible. Also, I wanted to make sure you'd be taken care of, so please keep us posted once you get assistance.

 

Regards,

Mark

JillP
Community Member

Hi, thanks for the reply, I have had an email repose - however this suggests i send the defective unit back and wait for a new one - this means days without heat.

Or, I pay for a new unit and it's fitted when it arrives - this means me paying out up front and then waiting for a refund - i don't feel i should be inconvenienced and potentially financially penalised in this way when the fault is with the unit - previously (as this isn't the first faulty Nest experience!!]) Boxt came with the new unit and replaced it  -this is an acceptable outcome and I've asked for the exchange to be done this way - it's just too much that after the delays in replies and the fault being with these units that I'm supposed to have yet more inconvenience - please arrange for Boxt to change the unit

thanks, Jill

JillP
Community Member

Hi, I'm still not happy with this issue.

I'm being told I havec2 options to change the unit that's been accepted as faulty...I give bank details in advance which are then nor charged when the unit I have to post back us recieved (I've been a victim of scamming and I'm not doing this)...all options require me to be without the thermostat, and therefore, heating until the new unit is recieved and fitted.

These aren't acceptable options for me, especially given my previous experience with another faulty unit which was very conveniently replaced by Boxt...I don't understand why this can't happen again and why I'm supposed to put up with inconvenience when the product is clearly at fault.

I look forward to further suggestions to resolve this which takes into account my convenience 

Thank you

JillP
Community Member

Hi Google, any thoughts?

This is why I don't want to give bank details when I send the unit back and wait for the new one...continued silence? Not confident that I will recieve the new unit, the payment will be what, refunded...? Any questions will be dealt with like this...waiting for a reply.

Please could you advise?

Markjosephp
Community Specialist
Community Specialist

Hi there,

 

I know how important it is to you, and I totally understand that the process didn't meet your expectations as outlined in our higher level of support to you. To learn more about how our hardware warranty policy works, please check out this link. If you need more help with this, you may still reach out to our team via email to better assist you, as we'll be closing this thread within 24 hours.

 

Thanks,

Mark