Thermostat Faulty Device

[Vengades]

My Thermostat stopped finding the network, I have been with support more than 10 times, and twice they sent me a faulty device. This time they asked me to wait until they confirmed my return, which might take up to 3 to 5 business days. The UPS tracking clearly shows that they have received the package.  But they can't find the receipt information. If they can't find it I might have to wait 14 days for my funds to be cleared. Then I can restart a replacement order.  Here are the CaseIDs

2-0029000035475
7-1553000035642
2-0029000035475
7-1553000035642
9-0582000035825
9-1281000036237
8-9816000035498
6-5793000035145

Google support, you shoud do better.

[MH_abused_cust]

Happened to me too.   I don't think they test their devices before selling them.  I had to RMA the device and they charged me $230 to get a replacement.  The replacement didn't turn on.  So they charged me ANOTHER $230 to get a third device.  That's $700 for one thermostat and it still doesn't work.  Plus they want me to disconnect wires in order to install the thermostat.  I'm not an electrician!!!  Terrible terrible terrible.

[Markjosephp]

Hello folks,

Thank you for taking the time to bring this to our attention, and I hope your concerns are addressed promptly.

@Vengades, I'm sorry to hear about the ongoing challenges you're facing with your thermostat and the support process. In situations like this, it's crucial to maintain open communication with our team. I checked the status, and it appears to be ready for the next process to release the authorization hold. Consider reaching out to the support team again and clearly outlining the need to release the authorization hold so an email consult will initiate to proceed with the process.

I'll leave this thread open to make sure you get an update once an email consult has been initiated.

@MH_abused_cust, your feedback is valuable, and I appreciate you sharing your concerns. Hopefully, you will receive your thermostat replacement without any issues, and the funds will return to your account. Please contact your banking institution if you still don't see the amount within 14 days from the time we initiate the refund.

Best regards,
Mark

[Vengades]

I've contacted the support team again (Case ID 7-5976000035451) to get a replacement device. This time too they are going to send me a refurbished device. I went through the process twice, and both time I received a faulty device. I requested to get a new device, but no they don't have the option. If I am lucky I might get a new one or not. What sort of a system is this, this big tech company can't gurantee. I request to speak to a higher level manger, unfortunatelly they can't do this as well. So my option is to order a device if a get a working one I can keep it if not reutrn it and repeat the process again. Isn't there anything anyone can do?

[Markjosephp]

Hi Vengades,

I understand how frustrating it must be to encounter issues with the refurbished devices you have received. While I cannot guarantee a new device at this time, we assure you that any replacement device sent to you meets our quality standards.

If you have any additional details or specific preferences regarding your replacement device, please feel free to share them with us, and we will do our best to accommodate your needs.

Thank you for your understanding and cooperation.

Warm Regards,
Mark

[Vengades]

Mark

I received my 3rd replacement device, It is faulty as well, This device won't even turn on, I charged it over night no use. What do you suggest? What choice do I have at this point?

Vengades

[Vengades]

Mark

My 3rd replacement didn't work, so as usual I returned it, It was received at the Google facility on Feb 13, but on Feb 21 I got an email saying my return wasn't received so, they charged for my device. Now I am battling with the support team to get my money back.

[MH_abused_cust]

WRONG.  I got my new thermostat -- the third one --and it doesn't connect to wifi.  At the suggestion of the hvac pro I am buying Ecobee.  As soon as I can get that, I'm RMAing this third Nest in 60 days.

[MH_abused_cust]

I need to completely return my device I’ve had three RMA’s and none of them work and I’m going to switch it out for another vendor. But I need an RMA number for this defective device and I want a full refund please thank you