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RMA was created with wrong shipping address

mtcooke
Community Member

‎12-16-2023 07:44 AM

The RMA for my broken Nest Thermostat was created with the wrong address.  I have tried several times to get it changed and the only response has been, "we can't do it", or call FedEx yourself.  I opened another ticket to attempt get to a manager or to someone who could assist and that has gone nowhere.  The support person even suggested just let the replacement go to the wrong address and try again later.  Can someone either correct the shipping address or cancel the RMA so my credit card will not be charged.  

[0-2662000035506]  First ticket for RMA.

[0-3222000035521] Second ticket trying to get help.

If you can't resolve this I will be replacing my Nest Thermostats with another brand.  

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Muddi
Community Specialist
Community Specialist

‎12-17-2023 08:03 AM

Hello mtcooke,

 

I appreciate you bringing this to my attention and sorry you had such an unpleasant experience. Upon reviewing your case, it appears that one of our team members has already informed you that the RMA request with the incorrect shipping address has been cancelled. To proceed with a new replacement with the correct shipping address, I kindly suggest that you call our customer care hotline at your earliest convenience. Thank you for your patience and understanding.

 

Cheers,

Muddi

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mtcooke
Community Member
In response to Muddi

‎12-19-2023 06:45 AM

Well, the RMA "may" have been canceled but my credit card statement now shows "processing".  So no, this issue hasn't be resolved at all.

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Markjosephp
Community Specialist
Community Specialist
In response to mtcooke

‎12-27-2023 03:47 PM - edited ‎12-27-2023 03:54 PM

Hi everyone,

I know it has been a while, but I wanted to ensure that everything was covered here. 

Thanks for looking into this, Muddi.

@mtcooke, we appreciate your patience and would like to provide you with an update on your case. After a thorough review, please note that this typically takes about 3–14 business days but can sometimes take longer depending on your bank. You can check your Google Pay Account to confirm that the authorization has been removed from our end. If you still don't see the funds returned to your account, please contact your bank for more information.

Let me know if you have more questions.

Warm regards,
Mark

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