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Replacement thermostat delivered to wrong address

Risto1
Community Member

My WiFi went out on my thermostat and I called support and they agreed that it should be replaced under warranty.   They sent out the thermostat to the wrong address and now they charged me the replacement cost.   I give the support Tex the correct address and repeated it many times.  My Case ID is 1-8926000036860.  It’s been two weeks and nothing as changed on the status of the case.  It’s impossible to go and support from Google as all it does is shows the case id.

1 Recommended Answer

Risto1
Community Member

Thank you Josh. The replacement is on the you to my house with the correct address.  I can’t thank you enough!

 

Risto

View Recommended Answer in original post

6 REPLIES 6

mejiacruz
Community Specialist
Community Specialist

Hi @Risto1,

 

I sincerely apologize for the inconvenience and delay in handling your case. I've already escalated it to a higher level of support who will be in touch with you within the next few hours.

If you haven't received an email within 24 hours, please let me know and I'll be happy to follow up on your case personally.

 

Best regards,

Josh

Risto1
Community Member

Thank you Josh. The replacement is on the you to my house with the correct address.  I can’t thank you enough!

 

Risto

mejiacruz
Community Specialist
Community Specialist

Hi @Risto1,

 

Thanks for letting me know! I'm glad to hear the replacement is being sent to the correct address. Once you receive it, please let us know if everything is working well. Don't hesitate to reach out if you have any other concerns – we're happy to assist you further.

 

Regards,

Josh

Risto1
Community Member

It’s working great.  Returned the old thermostat today.  I am very happy everything is done and I got my $200 back from google.

I’m having the same issue.  Google sent my replacement thermostat to my old address that I haven’t lived at for 16 years.  

mejiacruz
Community Specialist
Community Specialist

Hi @Bigplayrayr,

 

I'm really sorry that you have the same issue while replacing your Nest Thermosta, if you could share your case ID I'll be happy to do a follow up on it and check what's the best couse of action.

 

Best regards,

Josh