Open ticket, replacement charge when I never received it.

[Jacob101]

Case ID 5-0998000035701

i tried to get a replacement one due to the common WiFi-error. They sent the replacement to the wrong address. They then charged me for the replacement since I didn’t send back the one I’m using. Then in order to refund me or send me the replacement they needed a higher up to look at it. It’s been over 3 weeks since the ticket was made and over 6 weeks since my initial call. 

can I get my refund? I don’t even want the replacement any more. This is taking entirely too long. This is probably the worst customer service I have ever dealt with. 

[Markjosephp]

Hello Jacob101,

Thanks for bringing this to our attention. I'm sorry for the inconvenience and frustration you have experienced in your attempt to resolve the issue with your Nest Thermostat replacement. I understand that the delay has been prolonged, and I genuinely appreciate your patience during this time. I'd love to know more about this.

I tried checking the support ID number, but I can't seem to locate it. By any chance, do you have any other reference numbers that I can review, such as the RMA number or other support ID number?

I'll look forward to your response.

Best regards,
Mark

[Jacob101]

RMA99408080 Is the original RMA - maybe you can track it from there. Interesting that the ticket number didn’t work as I copied it directly from my account where it said you currently have this ticket working. 

they told me multiple times that there is absolutely no one above the customer service rep for me to talk to. They didn’t give me an estimated time for resolution. 

this RMA should hopefully allow you to see my original phone call in which I repeated my address multiple times and they still sent it to another address. 

while I would like a new one to replace mine they also were shipping a “refurbished” one which doesn’t make sense because I bought mine brand new

at this point I need a refund- and I need the replacement. Not sure if you’re able to help with that 

[Markjosephp]

Hey there,

I'm sorry for the late reply and for the difficulty in tracking the RMA and the discrepancies in address information. I will do my best to assist you in resolving this matter promptly.

To expedite the process, can you contact us again? This time, provide them with your RMA number to report the undelivered replacement thermostat and to request a refund. After reaching out to us, please provide me with your new support ID number so I can coordinate with them to consult the case with the Order Management team.

As for a refund and a replacement, I will liaise with the relevant departments to ensure that both are processed as efficiently as possible.

Keep me posted.

Best,
Mark

[Jacob101]

Hey there, 

I was able to call today and got a new ticket number for you. It is, 4-4853000036103. 

they said there is no estimated time on the refund, but also did not say anything about sending me a new replacement. 

appreciate your help, let me know what else may be needed 

[Markjosephp]

Hi Jacob101,

I'm sorry for the late reply and thank you for providing the new ticket number.

Regarding the replacement, I followed up on this matter, and the support team will be in touch with you via email for any clarification needed or additional steps we should take to ensure you receive a replacement. Please keep an eye for the email.

I appreciate your patience and cooperation throughout this process. I'll keep you updated on any developments and let you know if any further information or action is required. 

Best,
Mark

[Jacob101]

I also still have not recieved the refund. I know it’s only been 3 days since you commented back but no refund since I called them, and no email for the replacement device. 

best, 

Jacob 

[Jacob101]

There has still been no resolution, no refund, and no new device. At minimum I would like the refund so that I could just go buy something else. 

[sicsacol]

Hey there,

Sorry for the delay and that you haven't received any information about your case yet.

To help me resolve your case thoroughly, could you please fill out this form. 

let me know once you're done 

Regards,

Jonathan

[Jacob101]

Yo is that a joke? You can see the community thread my community name and the issue all typed above. 

What happened to mark? He was working on it already. Having me fill out a separate form when all the information you should need is above is crazy. 

[sicsacol]

Hi Jacob101,

I'm so sorry for the inconvenience you've experienced with this process. Can you check if you've received any email from us? 

I've checked the case number you provided and a special team is working on it. My team will reach out to you as soon as possible with updates on your case.

I appreciate your patience with this case and your efforts to resolve it. Feel free to reply to this post for more information.

Regards,

Jonathan.

[Jacob101]

I have not received any emails from anyone yet. That special team has been working on it for 3 months. My original call was the beginning of January. I got no replacement device still, and no refund for being charged for a replacement that I never received and shouldn’t have been charged for to begin with. 

[sicsacol]

Hi Jacob101

I've reviewed your case number, and my senior team is already working on it. You should have also received an email update from a teammate.  If you haven't seen it yet, please check your spam folder just in case.

Feel free to reply to this post if you have any further questions about your case.

Cheers,

Jonathan

[Jacob101]

I have not received an email from anyone on the team. I’m not sure what email they are emailing. It should be #

I checked all folders. 

best, 

[sicsacol]

Hi Jacob101,

Thanks for your patience. My senior team has been working on your case (4-4853000036103). They've recently sent you an update via email. In case you haven't received it yet, please double-check your inbox and spam folder for an email from us.

To expedite the process, you can also fill out this form for faster assistance and mention your case number (4-4853000036103). This will help the next agent quickly access your information and provide further details.

Please let me know if you have any questions.

Regards,

Jonathan

[Jacob101]

No one has emailed me from your team like you claim, still no refund, still no replacement. 

are y’all sure you’re working on it? Because to be completely transparent with you. It seems like you guys aren’t doing anything. It’s not a hard fix. Please refund me the charge, and send me the replacement for my non working device. 

best, 

Jacob