Warrenty no response

[Billybobs]

Ref: Google nest thermostat 3rd gen warrenty

• Before I commence this, I would state I'm nearing my 80's and whilst I'm reasonably competent, when such as Google do not provide confirmation of submissions it causes me problems, so please I reach out for help.

I submitted a warrenty form approx 8 weeks ago. Then because I had not received any form of communication I completed another warrenty 4 weeks ago and again not having learnt previously I have again inadvertently filled in another form.    I have found a reference number

ID6 -7317000035105 which I'm not sure is a new submission or an update to my previous applications.

I would add I have previously sought help via this forum  when the thermostat ceased working and having worked through both the online and forum recommendations the thermostat was still not working 

[MplsCustomer · Accepted solution]

@Billybobs 

Google Nest Support: This is the customer's previous post: https://www.googlenestcommunity.com/t5/Nest-Thermostats/Nest-thermostat/td-p/443324

It seems that @Paul_R  incorrectly told the customer that warranty claims are "US exclusive". When the customer pointed out that the UK was included in Google Nest warranties,  @LarisaL  replied "It was our pleasure....Is there anything else we can assist you with?" When the customer replied they were still waiting on the warranty claim, LarisaL locked the thread.

This seems like a strange way to handle a customer's warranty claim.

[MplsCustomer · Accepted solution]

@Billybobs 

I'm just another Google Nest customer.  Hopefully, a Google Nest Community Specialist notices your post and gets your warranty claim processed, unlike the last time.

[MplsCustomer · Accepted solution]

@Billybobs 

Google Nest Support: This is the customer's previous post: https://www.googlenestcommunity.com/t5/Nest-Thermostats/Nest-thermostat/td-p/443324

It seems that @Paul_R  incorrectly told the customer that warranty claims are "US exclusive". When the customer pointed out that the UK was included in Google Nest warranties,  @LarisaL  replied "It was our pleasure....Is there anything else we can assist you with?" When the customer replied they were still waiting on the warranty claim, LarisaL locked the thread.

This seems like a strange way to handle a customer's warranty claim.

[Billybobs]

Thank you for bringing my original post to my attention, I had forgotten I had made mention of the warrenty at that time.

What happens next?  Are you able to help resolve my problem?

[MplsCustomer · Accepted solution]

@Billybobs 

I'm just another Google Nest customer.  Hopefully, a Google Nest Community Specialist notices your post and gets your warranty claim processed, unlike the last time.

[Billybobs]

@MplsCustomer 

Thank you for your guidance. Hopefully help will be forthcoming

[Billybobs]

I still need help on how I get Google to respond to my submitted warenty claim for replacement Nest thermostat.  Is there a UK telephone number or email I can use? I have looked, but unsuccessful.

Please help

[LarisaL · Accepted solution]

Hi there! You can get in touch with our colleagues from live support by calling this number: +44(0) 808 169 2307. We are available from 08:00 - 19:00 GMT Monday to Friday, 09:00 - 17:00 Saturday and Sunday. Please let me know if there is anything I can help you with.

Many thanks, Larisa. 

[Billybobs]

Thank you. I will make contact with them. Please keep thread open until I have resolved 

[UanaC]

Hello there @Billybobs! No worries, we'll keep the thread open. Please keep us posted and will check in again in a few days for update. Hope everything gets sorted and you'll get a swift resolution.

Many thanks, Oana. 

[Billybobs]

I have today been in touch with Google support and would provide a 10* rating. After going through various options to determine the course of the problem including recharging the thermostat off the base for 90 minutes, they rang back as promised. The fault still existed therefore was no quibble to replace and the process is underway, should receive  replacement in a few days. I have to send back the original, but again that is easily done with prepaid label and the courier company will collect from me.

I have to say it was a call I was not looking forward to make but amazingly it was answered in just a few rings and the operative was superb.

Thank you community for your help. May I ask the thread is maintained until I have received delivery and I have installed the new unit.

[AlexD]

Hi @Billybobs , thanks for sharing your experience here. I am very happy to hear that everything got sorted. Make sure to let me know if there is anything else I can try and assist with. I am always happy to offer any possible assistance. 

[UanaC]

Hello there! Just checking in with you. Is there anything else me or my colleagues can help you with?

[Billybobs]

Thank you. On Friday I did request, notwithstanding Google have promised to replace the unit, to leave the thread open until I receive it, which I hope will be this week. 

Thank you in anticipation 

[OannaCG]

Alright, please keep us posted!

[Vladut]

Hi there, just checking in with you. Do you still need help?

[TudorL]

Since I haven't heard from you in a while, I'll close this thread, but no worries, you can always open a new one in case you need our assistance. Have a good one and stay safe!