Replacement thermostat sent to the wrong address - TWICE

[GLS2215]

It appears I am at least the 25th person to have this same issue.  My thermostat lost WiFi, I spent an hour on the phone with a representative, and Google was shipping me a replacement. When the order was completed, I advised that she had an old address.  After another 30 minutes on the phone, I was told that the address was corrected and I should see it online in 24-48 hours. But no! The replacement was sent and delivered to the wrong address. FedEx was kind enough to send me a pic of it sitting on the front porch of my old house. 
‘BUT WAIT - THERE’S MORE. . . Yesterday I spent another 45 minutes “chatting” with another agent and was told another replacement was being shipped to me. Again the auto-generated form had the old address, again we discussed the correct address and the agent advised

10:48:24 AM Me: But it says it is going to the wrong address. 
10:48:45 AM Judy: Please be rest assured about it 
10:48:59 AM Judy: I have checked all the details.
10:49:16 AM Judy: Please do not worry.

And today, in a surprise to no one, FedEx delivered the second replacement to the wrong address and sent me a picture of both package sitting outside at someone else’s house. I am posting this hear in hope of getting some resolution before I proceed to simply order a new thermostat and then file a small claims suit against Google to recover the cost. 

[chaconmorales]

Hi @GLS2215,

Thanks for reaching out to the Community. I am sorry for the issue you are having with your Nest Thermostat replacement. But no need to worry, help is here.

To assist you better, we'll need some additional information. I'm sending you a secure form where you can provide all the necessary details and also please fill out all the information required.

Here's the contact us form.

Once you've completed the form, please let me know and include any case number or RMA in the form details. This will allow us to investigate the issue further and find a solution.

Best,

Mario

[GLS2215]

For those following along, I completed the form which asked for essentially the same information in my initial post. And it’s been radio silence since. While I cannot post identifiable information, I can state that it’s been above 95 degrees here for the last 4 days. The thermostat will not even hold a charge now and essentially a fancy paper weight. This could be the worst customer service experience I have ever seen.

[chaconmorales]

Hi GLS2215,

We've received your form and appreciate the details you provided. I apologize for the inconvenience you're experiencing. Please keep an eye on your email, as someone from our team will follow up with you through that channel and they will be the team in charge of your case now. If you have any questions or concerns in the future, feel free to reply to this post.

Regards,

Mario