Warranty Extension with Pro installation - Running in Circles with Google Support !!

[mmuralee81]

Google team, 

I already have a case with google support team to extend my nest learning thermostat warranty by 3 years as it was  professionally installed by the pro team . I provided the order information that shows the installation was done by pro partner and also the limited warranty conditions from google nest website that clearly states this. The support asked me to contact ontech for this and when I did they told me warranty is given by google and not them. Running in Circles. I am looking to escalate this . Please help !!!

[AxelD]

Hi mmuralee81,

Thanks for posting and sorry to hear about this situation getting the extension of your warranty. No worries, help's here! Could you please share your case number with me? I'd like to check it and see what can be done. 

Keep me posted.

Regards,

Axel.  

[mmuralee81]

Hi Axel, 

My Ticket ID is 6-8845000036436. I bought the pro installation from google . The google order details confirms that it was pro installation done. I am getting weird answers like for this warranty I needed to have bought the thermostats from ontech instead of google !!! . When I call ontech they tell, they only do installation and any warranty related questions talk to Google. Please help.

[AxelD]

Hi mmuralee81,

Thanks for replying! I checked the case and it was already escalated. The department in charge already sent an email to you. They will be following up with you to get this situation solved.

Regards,

Axel.

[mmuralee81]

I am not sure how your escalation works ,I still do not have a response from the team. Please help