Replacement never arrives

[Rsm1]

Absolutely shocking replacement service. We reported a W5 Error around 3 weeks ago. We were supposed to be sent a replacement but it never arrived. I have been speaking with the Google team every other day nearly but keep getting told they’re investigating. They say they’ll get back to me but rarely do. When they do it’s to say they’re still investigating. Our heating is permanently on. Have sent the old one back now as we were getting email reminders that we’ll be charged by a certain date. But still no replacement - it was meant to arrive 2.5 weeks ago! Absolutely awful experience. Still no idea what’s happening despite repeatedly chasing. 

[Markjosephp]

Hello Rsm1,

Thanks for taking the time to let us know about your inquiry, and I'm sorry to hear about your experience with the replacement. It appears like there's been a breakdown in communication or process on our end, and I completely understand your frustration.

At this point, I'd be happy to take a look at this if you could share any of your support ID numbers with me so I can review and check the status for you. Also, if there's additional information you would like to pass along, please don't hesitate to let me know.

I'll look forward to your response.

Best regards,
Mark

[Rsm1]

Hi Mark,

Thank you for your message. I’d really appreciate any help you might be able to provide.

4-6997000035907

Thank you!

Kind regards,

Rob

[Markjosephp]

Hey there,

Thanks for sharing the case number. We know that this has taken some time. Rest assured, we're not leaving you hanging. I’ve made a follow-up with our team—we'll get back to you as soon as we have something to share. 

Regards,
Mark