I'm hoping to get some advice on how to escalate my case.
Both my father and I own google Nest thermostats.
I am currently staying with him in Guelph Ontario.
I live in London Ontario.
Hi thermostat stopped working recently and is still under warranty. I called google and had an RMA replacement sent to his address. I used my credit card to hold the $ amount.
Problem 1: The address the RMA device was sent to has a mix of my information and his information and was not correct. Despite being very explicit in the address being his address.. the unit was sent to
My name
His street and number
HIs postal code
My City (London instead of Guelph)
His phone
I contacted google to make them aware of this error but he device had already been shipped. Since the postal code and street were correct typically this should still make it to the correct address.
Problem 2: UPS detected that the address was wrong and decided to ship the unit to a house in Belleville Ontario.
How UPS decided to ship it to a completely different city than Guelph or London is beyond me. The only guess i have is they google searched for the street and number alone and found the first city with a match. Either way, they delivered the unit to a house in Belleville ontario.
I have made several calls to google nest support and UPS and gotten some pretty disappointing answers
Google:
- We shipped the unit, its been delivered, We can not ship another till the unit we shipped is returned
- Do you know someone in Belleville who can get the unit for you?
- Our escalations are only handled via email they will get back to you in 2-4 business days, it not you can call back and try again.
-We can release the hold on your credit card and you can go by another one (keep in mind this is a warranty replacement)
UPS:
- We show the package as delivered
-Yes it does appear we shipped it to a city not specified by on the package or matching the postal code.
-We will need to open an investigation. You may hear a response back in 1 to 2 weeks.
Summary:
- RMA was shipped to the wrong address (wrong city but correct street and postal code)
-UPS altered the address and delivered to a completely different wrong city ignoring the postal code.
- Its a Canadian winter and we have gone days without a properly functioning thermostat I'm not sure what will happen next to both my credit card deposit and getting a working thermostat.
Ask: Please direct me on how I can escalate this issue so we have heat at my father's home.
