RMA was created with wrong shipping address

[navchander]

I called Google Nest support on Sunday Dec 17th to report a defective Nest Thermostat and an RMA for my broken Nest Thermostat was created, unfortuantely with the wrong address. I repeated and gave the Google Nest support specialist my current and correct home address where the item is to be shipped 3 times,  which is in California. The RMA instead used an old address of Massachusetts which I previously lived in 2016.   THIS IS CLEARLY HUMAN ERROR on Google's part!

The replacement Nest is due to arrive on Dec 20th at the  Massachussets address and I am writing this because no one at Google is fixing the sitation. I called in today and  Google Nest Customer care team name Kimberly said "Can you travel to the address in Massachusetts to pick it up" which is absurd! THIS IS CLEARLY HUMAN ERROR on Google's part!

 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.  

[Markjosephp]

Hello navchander,

Thanks for reaching out to us and for bringing this to our attention. I'm sorry to hear about your frustrating experience with our support. It's definitely a challenging situation that the issue hasn't been resolved despite your efforts. 

Can you share with us your support ID number for us to check its status?

I look forward to your response.

Regards,
Mark

[navchander]

Hi Mark,

Thanks

the support ID is 6-7918000035917

[Markjosephp]

Hey there,

Thanks for the support number. I reviewed your case, and it appears to have been escalated to our Order Management team, who's conducting an investigation with our carrier or shipper. This usually takes 1-2 business days to complete, but I'll keep you in the loop with the progress. In the meantime, if you come across other information you'd like to pass along or have further questions, feel free to reply.

Best regards,
Mark

[Wyatt00]

 It sounds like a genuine human error on Google's part. It's frustrating when support isn't providing the help you need. Keep insisting on a resolution, and don't hesitate to escalate the issue. Hopefully, they can correct the address or cancel the RMA to avoid any inconveniences.

[Markjosephp]

Hello Wyatt00,

I totally feel your frustration with the mix-up, and it's unfortunate when errors occur, especially with something as crucial as an address. Hang in there, as I see that the OP's replacement has been shipped today. 

I appreciate your input.

Warm regards,
Mark