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Returned Thermostat 2 Weeks Ago for Refund, Never a Response From Google

samshrago
Community Member

Support Inquiry: [1-8268000035136]

RMA Date: 2024-01-02

RMA Number: RMA24643874

Serial # / IMEI Of Device Returned: ######

Fedex Tracking: 796770363416

 
My Nest thermostat broke. Since December 6, 2023, Google agreed to refund me in the amount of $210.89.  Via the RMA process, I returned the unit two weeks ago. Since then, Google Support has not responded to my correspondences, as I seek an update on the refund. I can't seem to reach anyone from Google about this.
 
If anyone from Google is reading this, please intervene. I bought your product, and per the terms of the warranty, you have an obligation to compensate me for the defective product. 
 
 
 
 
For the safety of our community members, this post was edited to remove personally identifiable information
15 REPLIES 15

JillG
Diamond Product Expert
Diamond Product Expert

HI @samshrago 

I'll get your message over to our Community team from nest. Thanks for leaving all the details and sorry that it has gone sideways though.

Jenelyn_O
Community Specialist
Community Specialist

Hi folks,

 

@samshrago, thanks for bringing this to our attention. I checked your case and our support sent you a message today via email. Please check your inbox, junk, or spam folder, and continue the conversation there. You can get back to us anytime if you have further clarifications. 

 

I appreciate your help, @JillG.

 

Best,

Jenelyn

Just as an addendum, it's been 18 business days since the now-delayed promise to refund the money. This is beyond frustrating. Please just have somebody from the company complete the refund. It really is that simple. I hate having to take time out of my days, tracking down your unresponsive support staff to refund me for a defective product. Screenshot 2024-02-05 164317.png 

Markjosephp
Community Specialist
Community Specialist

Hello folks,

I'm chiming in to make sure everything is covered here.

Thanks for looking into this, Jenelyn.

@samshrago, I'm sorry for the inconvenience you've experienced and the delay in processing your refund. I have reviewed your concern once again, and I understand the confusion this has caused you.

In the meantime, please allow us a short period to investigate and expedite the resolution process. I understand the importance of your time and assure you that we are actively working to complete the refund as swiftly as possible. I followed up with the team and will keep you in the loop once I receive an update.


Best regards,
Mark

@Markjosephp , thank you for your reply. I really do appreciate it. This same cycle of events occurred last month without materializing in any refund or response. I am skeptical whether it will succeed this time, but the best I can do is trust you guys. Please keep me in the loop -- I have tried to be forthcoming and diligent, but have felt abandoned by the Google Support Team. Hopefully this time, things will turn out differently. 

Markjosephp
Community Specialist
Community Specialist

Hi samshrago,

 

I want to assure you that we take your feedback seriously. I completely understand your skepticism given the previous cycle of events, and I appreciate your patience and trust in us.

I will personally ensure that your case is given the attention it deserves, and I'll keep you informed at every step of the process. Please keep an eye out for a refund today, and if there are any updates or additional information you require in the meantime, please don't hesitate to reach out to me directly.

Best regards,
Mark

Mark,

It's been a week since your response. (Before you responded, I had also engaged Google Support, in which another senior support representative said that they'd respond via email in 24-48 hours). It's been a week, and still no response. This is unacceptable. 

 

Markjosephp
Community Specialist
Community Specialist

Hey there,

We truly apologize if this is taking longer than expected to get resolved. Rest assured, we're not leaving you hanging. I checked your case, and it is still in progress for the final process. I will look into this from time to time, and if I see a movement, I'll get back to you.

Regards,
Mark

Hi Mark,

You responded two weeks ago. I still have not heard back anything, not even so much as a courtesy email about the refund. Please work to issue the due refund $210.89 immediately.

 

++ @Markjosephp , @Jenelyn_O , @JillG 

In fact, Google's official answer (of 18Jan24) was that the refund would be processed within 10-18 business days, which would correspond to 01Feb24 - 13Feb24. The latest date by which Google promised the refund was two weeks ago

refund status.png

 

Markjosephp
Community Specialist
Community Specialist

Hello samshrago,

 

Oh no! I understand the frustration this has caused, and I want to assure you that we are actively working to resolve this issue. I have escalated your case to our Order Management department to expedite the refund process. We acknowledge the discrepancy in the timeline provided, and I'm sorry for any confusion caused by the delay beyond the promised date.

Please allow me some time to coordinate this with the team on this matter, and I'll keep you in the loop as soon as I receive an update.

Regards,
Mark

Mark,

At this point, I just don’t believe you, or any representative from Google. I am so sick of wasting hours of my time every week on hold with Google Support, which never has answers, or can’t understand basic facts about this case. Frankly, it is unconscionable that a customer who purchased such an expensive product, and then actively cooperated with the return process would then be treated with such negligence and disregard.

If you are supposedly active in this case, then do something about it. Google has my phone number and contact information on file, so reach out to me and make this right.

Markjosephp
Community Specialist
Community Specialist

Hi samshrago,

 

I appreciate your candid feedback. I completely understand how important it is to have a smooth and satisfactory resolution, especially when dealing with a premium product like yours. I want to assure you that your concerns are taken seriously, and we are committed to resolving this matter promptly.

Our senior support is actively working on your case, as I see you replied with more details. Please keep an eye out for her next update, and I'll leave this thread open until the refund process is complete.

Thanks,
Mark

samshrago
Community Member

Until this is adjudicated, I have now filed suit against Google to recover the funds, plus damages, in Santa Clara county. See you guys in court. 

Hi samshrago,

I received your case and I am going to follow up from here, I am sorry for the inconveniences that this situation may have caused. Thank you for your feedback regarding your previous interactions and your customer service experience.

I just escalated the information with the department in charge, to take further actions in order to make sure that you are going to receive your refund as it was promised correctly.

I am going to keep you posted.

Regards,
Angel