Return Nest Thermostat due to issues with connecting to Wifi

[Shell100]

I am having issues with the Nest Thermostat connecting to the Wi-Fi - there are no issues with the Wi-Fi connection for other devices within the house.

When we contacted customer services we went through the troubleshooting process and they confirmed that they would send a refurbished thermostat for a thermostat that we bought new and was just a year old. We accepted this but they advised that we would need to pay £139 before they would send the refurbished thermostat and they would refund the monies once we returned the faulty 1 year thermostat we had bought.

Received the refurbished thermostat within 2 days. The box was sealed but when inspecting the refurbished thermostat it was filthy and the bezel was scratched - where is the product control? how can Google seal a box that is filthy and the aesthetics of the product no longer as new. We are to return a perfectly cleaned , no design scratched product and keep a filthy, scratched product - how can Google expect the customer to accept this. 

We have followed up to request a new or like new refurbished thermostat but have not received a response - this is very poor customer services from Google!

We were considering other Google Smart products for the home but this negative experience has deterred us from purchasing from Google in future. 

[aperezdeleon]

Hi there Shell100,

Thanks for reaching out to our community.

I understand your frustration completely. It's not what you expect after receiving a replacement thermostat. Here at Google Nest, customer satisfaction is our top priority, and I want to ensure you have a positive experience.

Do you have any case numbers that you would like to reference? I will take a look at them and give you a resolution as soon as it's possible.

I appreciate your understanding.

Regards,

Angel.

[Shell100]

Thank you Angel for your response - the case ID 5-9632000036737

[aperezdeleon]

Hi Shell100!

Thanks for getting back to me.

We have your case number. I truly appreciate your understanding regarding this matter.

A member of my team will be in touch with you shortly to discuss your case further. 

If you have any other questions make sure to let me know.

Regards,

Angel.

[Shell100]

Hello Angel,

we have had no response to the open case - do you know when I should receive a response?

[Shell100]

Hi Angel 

can you kindly follow up on this case ID again please - no one is responding from Google and it’s been a few days since we sent a reply. We need to know if we could have a like new thermostat sent and we will return the refurbished scratched thermostat back. 
Thanking you for your support in advance.

[aperezdeleon]

Hi Shell100!

Thanks for the update

I appreciate you keeping us updated on your case. I've checked in with our team, and they're doing a thorough review. It looks like they've made some good progress and are nearing a resolution. You can expect a detailed update with the outcome of their review directly to your email very soon.

Let me know how it goes.

Regards,

Angel.

[Shell100]

Thank you Angel for your continued support with this issue.

I would like to provide an update that we had confirmation to send the thermostat back and we should receive a like new replacement thermostat. 

• We sent the faulty thermostat back on Wednesday 8th May 
• Had a response on Friday 10th May that the thermostat was received.

We have to date not received any update if the replacement thermostat was sent  - could you kindly check the Case ID again to confirm the status of our request?

Thanks so much again for your support.

[aperezdeleon]

Hiya Shell100.

Thanks for the update.

I know you've been waiting, but I'm happy to tell you your replacement thermostat will be soon on its way. We'll send you a separate email shortly with details on how to get your replacement Nest Thermostat. 

Thanks for your understanding regarding the wait time. We're working diligently to process requests as quickly as possible.

Regards,
Angel.

[Shell100]

Thank you Angel for your response - we will look forward to receiving the replacement.