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Returned my broken Nest Thermostat, have not received replacement - it's been a month

PowerPete
Community Member

I had a Nest thermostat that had the "won't connect to wifi" issue, so I contacted support and they sent me a prepaid shipping label and told me to send the unit in for a free replacement.  

They told me via email:

Please note: Once we receive your item, it will take 1-2 days to ship your replacement. Once shipped you will receive a shipping confirmation email with tracking details.

 

I shipped it out 09/17/22.  It was received by Nest folks in Grapevine, TX, USA on 09/20/22.  It is now 10/21/22, and I have still not received my replacement device, nor have I received an email with detailed status of what's going on.  I am unable to control the heat on the entire lower level of my house due to having no thermostat.  This morning it was 34 degrees F outside.  It was very cold inside downstairs.

Any help out there? 

9 REPLIES 9

Frustratedddd
Bronze
Bronze

That sounds normal Google to me!!

They are in no rush to send the thermostat out, they are not cold!!!!

You need to keep ringing them or chat line, but keep getting back to them, they are useless.

There is no way of complaining, so don't waste your time, just keep contacting them daily if you have to.

Jake
Community Specialist
Community Specialist

Hey there,

 

I am sorry to hear about the trouble. I would recommend reaching out to our Support Team for further help on the issue, and your replacement device. Please let me know if you have any questions from here, as I would be happy to take a closer look.

 

Best regards,

Jake

PowerPete
Community Member

Hi Jake, thanks for reaching out.  I already have at least two tickets on the topic with the support team.  The last contact was around Oct 22, and the person I am working with said it was already escalated.  However, it's now been another two weeks at this point, so some update would be nice.  In my opinion, Google should issue advance replacements rather than requiring your unit back before shipping you another one.  Keep in mind that this thing controls the temperature in your house, so it's kind of inconvenient to not have one for an extended period of time.  If Google can't supply RMA'd units due to supply chain issues (aka "chip shortages"), they shouldn't be selling new ones - the new ones that are already manufactured should be used to fix issues like mine instead. 

Like I said 2 weeks ago they are in no rush, and by the looks of things you are no further forward.

Having said that, and you state they should send units out before you return the faulty part, they do offer that. The problem being they hold a deposit until you return the faulty part, but the refund can be a very lengthy process. 

I sent my doorbell back just over 18 months ago now, and that has never been seen since! I just gave up in the end. I hope you get a result. 

Jake
Community Specialist
Community Specialist

Hey PowerPete,

 

I am sorry to hear about the delay. I would be more than happy to take a closer look for you. Do you mind me asking if you have a case ID that I could review? Please let me know, as I want to ensure you are being helped.

 

Best regards,

Jake

PowerPete
Community Member

I got my replacement thermostat in the mail today and it appears to be working just fine so far.  🙂

EdwardT
Community Specialist
Community Specialist

Hi PowerPete,

 

Thanks for the update. I'm glad to hear that you were able to get a replacement. Please observe it for now and let us know if anything comes up.

 

Thanks,

Edward

Jhonleanmel
Community Specialist
Community Specialist

Hi folks,

Chiming in to see if you still need assistance with this. Let us know if you have additional questions ― we'd love to help.

Best,
Mel

Hi everyone,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Mel