Nest thermostat not connecting to wifi

[Creampuff]

My Nest thermostat stopped connecting to Wifi.  Google chat determined I needed a replacement.  I did the advanced replacement scheme. Well, the replacement they sent me was defective.  So their great plan was for me to send the defective unit back using the RMA that they created for my original thermostat and we could start the advance replacement scenario all over again.  Did that.  Google finally received the defective replacement yesterday.  I downloaded the delivery confirmation and now Chat support tells me that I still have to wait another 2-3 business days for them to "inspect" the defective replacement unit before they can even begin thinking about replacing my original broken unit. I am now going on 8 days with a broken thermostat (it does work manually, but that's not what I paid for) I am frustrated with this customer service and this entire situation.  Anyone had a similar experience?  

[Frustratedddd]

Indeed Google have issues, and yes users have this problem time and time again.

Question, how old is the thermostat, and where are you located?

[zoeuvre]

Hi folks, 

@Frustratedddd, thanks for chiming in. 

@Creampuff, don't give up on us yet. We'd like to further check on this. 

Are you located in North America or Europe? And do you have the Case ID from your conversation with our chat support? If you can provide that here, I'll look it up and see how I can continue to help.

Best,

Zoe