Why has an advisor not stepped in to help me? No WiFi connection - W5 fault

[Nestuser21]

I am shocked after a week waiting for an answer on here, and 3 weeks waiting for the support to get my thermostat replaced.

I have now come to an awkward situation where 3 weeks ago my thermostat was diagnosed as faulty by Alex the support person, as a W5 problem, whatever that is. All went well, and they set up the replacement very quickly, with return postage labels.

I parcelled the thermostat up, and sent back via DHL as requested, all done within 2 days.

NOW the problem starts.

After 3 weeks and no replacement, they are asking me to take a picture of the thermostats serial number on the back of the thermostat! HOW do I do that when Nest have the thermostat? This should have been asked for before I sent the thermostat off to you.

We moved into the house in July, and this came to our attention when we tried to get the app working. The WiFi problem would not let us create an account. One very worrying thing when chatting to the support yesterday, he asked if the email account was correct. I thought that a bit odd, as we could not get the WiFi connection working, and could not get the account setup because of that. Then this dawned on me, was the thermostat setup up in the previous owners email!! Now I am worried, as now I have nothing.

This is absolutely ridiculous, and theoriginal support person Alex, needs to explain what is happening.

Further more advisors, this was my first message on here, you have not bothered to reply. Thank you for your support also.

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Replacement-Thermostat-No-Heat-Since-Novembe...

[David_K]

Sorry to hear about this Nestuser21. This is a predominately a user to user community, therefore topics are occasionally missed. Do you have the case reference from your interaction with Google Nest support? If you can share that, I can ask a community specialist to your review your case.

[Nestuser21]

Hello davidking, thank you for stepping in and helping. I understand where you are coming from, but with the worry I now have, and the support asking me to take a picture of something I sent off to Google, you can imagine how concerned I am right now.

I first contacted support back on the 2nd November, just about a wifi connection, the advisor Alex suggested a replacement, I did not. I was told to send the thermostat back, with the labels provided. I did all that, and Google received the thermostat on the 5th November. THEN, the replacement was cancelled, I found out by the RMA number given to me. I was shocked. Google now have my thermostat, and I have nothing at all. I cannot take a picture of the back of the thermostats serial number if I don't have it.

Does all that make sense, as I am very worried I will not see my thermostat again.

I have a case number given to me by Alex, this number 8-4352000031781

I have also had contact with about 4 other support people,and Tom was the last one who asked for a picture. He was fully aware I had sent the thermostat back as instructed, but asked today about a picture. For goodness sake, am I going mad?

Thank you by the way

[David_K]

Not a problem at all. I've gone ahead and shared this with the Google Nest community team, who can check on possible options and next steps.

[GarrettDS]

Hi there Nestuser21,

Thanks so much davidking for escalating this to us. So sorry that you have been frustrated about how long it has taken someone to answer you here. I want to clarify that as this is a community forum, this is a user to user experience and this channel is not going to be where you go to get immediate help. Phone and chat would be better channels for that. 

In regards to your situation, I am happy to look into your case to see what is going on and to pass it to the appropriate team to have them reach out. 

Please be patient while we review this. 

Best regards, 

Garrett DS

[Nestuser21]

Thank you GarrettDS

I have been in touch with support 5 times, yes 5 times, and still waiting for a replacement they advised, NOT me!

The advisors are: Alex, Beatrice, Adora, Alex [again], Tom

Now wouldn't you have thought since the 2nd November, one of them could have said, what on earth is going on? The last advisor Tom has yet again raised the issue with the whoever it is, but the whoever it is are doing what?

I can see I am going to have a problem here, as the thermostat is in Google's possesion, and I have no proof of the thermostat at all. I actaully blame Alex the original advisor, who apparently should have asked for a picture of the reverse of the thermostat showing the serial number.

This is how stupid the situation is, yesterday Tom the last advisor asked me to do the following.........

Hello Susan, Thanks for reaching out to the Google Nest Customer Care Team. This is Tom. We're still investigating the issue with your replacement request. Please reply to this email with a picture showing the serial number on the back of the thermostat and a piece of paper with the date and case number.

Both the serial number and the information on the piece of paper must be legible and visible in the same photo. 

Can you see how stupid that question is?

Google have the thermostat in their possesion since 5th Novemeber, and the tracking from DHL shows that clearly.

Coming on here is a WARNING for all users to make sure they photograph ALL the parts they send off to Google, as you will never see your thermostat again if you don't.

[Nestuser21]

This is the answer I received today from Tom the Google Nest Support person.

What do I do now?

Let this be a lesson to anyone who sends anything to Google!

DON'T

I have the proof of them receiving and so do they, I have sent screen shots of the delivered parcel confirmation, but this is the answer.

Thanks for reaching out to the Google Nest Customer Care Team. This is Tom.

I've checked with the logistics team once again.

They cannot confirm receiving the device needed.

We cannot process the replacement.

I will need to close this case now.

[Nestuser21]

STILL OPEN, but no response from you 2, and just look at the other post I started.

https://www.googlenestcommunity.com/t5/Nest-Thermostats/BEWARE-Do-NOT-send-your-equipment-to-Google-...