Warranty nest replacement

[Brentg]

This is frustrating. There is no customer service to talk to.

I've entered 2 tickets on Google support to get my failed nest thermostat replaced. 

This product is only 8 months old and was purchased through best buy, who is telling me I have to go through Google for warranty replacement.

You would think a multi billion dollar company would have a better process for warranty replacement. 

How long does it take for Google to respond if that's even their intention.

[sicsacol]

Hi @Brentg,

Thanks for reaching out to the community about your replacement.  I understand it can be frustrating when waiting for a replacement. Don't worry, I'm here to help!

To look into this for you more quickly, could you please provide your case ID?  Having your case ID allows me to access your support history and check the status of your replacement request directly.

Once you share your case ID, I'll be happy to investigate further and provide you with an update.

Cheers,

Jonathan 

[Brentg]

Where am I able to obtain the case ID number? Are you not able to search under my name? You'd think google would have a simple stream lined system and process to deal with issues like this but boy that's doesnt seem like the case

[sicsacol · Accepted solution]

Hi @Brentg,

Thanks for your reply.

I've located your case ID number (1-4554000036595). A member of my team will be reaching out to you via email shortly to discuss your issue further. Please keep an eye on your inbox.

Thank you for your patience in this process.

Please let me know if you have any questions from here, as I would be happy to take a closer look and assist you further.

Best,

Jonathan 

[Brentg]

still dont see a reply? when will your team be reaching out?

[Brentg]

Hello??? Still never got an email

[Brentg]

hello??? 3 weeks now and still no response????

[Brentg]

I posted 3 weeks ago about my nest thermostat failing and still no solution. case ID number (1-4554000036595). 

This is the worst customer service / warranty replacement I have ever seen. For a multi billion dollar company to have a system as terrible as this is atrocious. 

At this rate i would never recommend a Nest product  to anyone ever again and I own several. Had I known it was this bad i never would have purchased these products.

[AxelD]

Hi Brentg,

Thanks for posting in the Community! Sorry to hear that you're getting some issues with your replacement process. Thanks for providing your case number, it's really helpful! I checked and an agent sent you an email back on July 15th. Can you please check your inbox and spam to confirm you received it?

Keep me posted.

Regards,

Axel. 

[Brentg]

I'm not seeing anything can you send it again please 

[Brentg]

Hello??????

[AxelD]

Hi Brentg,

Thanks for replying! I checked with the department in charge and today they sent you another email. Please ensure you have enough storage to receive it and check your SPAM folder.

Let me know if you have any questions.

Regards,
Axel.