Hi Jenelyn
I first contacted Google Nest, I think, on 19th Jan due to W5 error - my thermostat no longer connected to WIFI. The man who helped me was excellent - it took about 10 mins to resolve and a replacement thermostat was ordered. I was instructed to wait for the replacement to arrive before returning the faulty thermostat (RMA25683032).
New thermostat arrived but it didn't work. Was completely dead. I called nest again and had a horrendous hour repeatedly being put on hold, I could hear the woman giggling with her colleagues. After more than an hour of being kept on hold I was told to place a new order for another replacement thermostat, which required me to place another hold on my credit card (
RMA90330280)
. Woman told me not to send the faulty replacement back until I received the new one. I waited 2 weeks, then called again. A woman somewhere else in Asia told me to send the dead replacement back and then I would receive a new replacement for the original faulty device. I sent it back. Waited a couple of weeks. I called again and man told me he had escalated my case and I would receive an email within a couple of days. That was about a month ago.
It has been truly horrendous. I still have my original thermostat with the W5 error that does not connect to WIFI. The Indian woman who kept me on hold for over an hour took control over the line so she could look at my device and verify what I had told her but she still kept me on hold.
It shouldnt be this hard. I just want help with my device that wont connect to WIFI but I have now been charged for a replacement that I do not have.
I am grateful for your help this has been so frustrating.
Claire
