12-04-2023 08:57 AM
I have called you before this and you said you would send me a new Nest device. This morning I had an email to say return my current (broken) Nest in the box that my new Nest was in but I haven’t received the new Nest
12-04-2023 09:05 AM
Hi Rossalistair,
Oh no! I'm sorry to hear that you haven't received your replacement Nest Thermostat. Are you located in North America or Europe? And could you share with us the case number from our support team who assisted you with the replacement?
I'll look forward to your response.
Best,
Zoe
12-04-2023 12:48 PM
The case number is
4-7215000035724
I am in the U.K.
many thanks
12-11-2023 12:11 AM
Thanks. I see you also emailed on the case that the unit seems to have been sent to the wrong address, correct?
Please go and check the details associated with your card in Google Pay. When using the Advanced replacement option you the address on the return labels will be the one you give to us but the address where the replacement is delivered is taken from your Google Pay account and associated card.