Replacement sent to the wrong address

[DanaC]

My Google Nest thermostat was not connecting with WiFi, I called Google and they Created a RMA for this product. But the replacement was shipped to wrong address. as soon as I notice I called to Google Nest Support and They told me not to worry, The lady said our order management team will contact to you with 24-48 Hours and they will correct the address. But I did not received any emails and the replacement was shipped to wrong address. I call them again and they told they cannot do anything but opened another ticket. I don’t know how many tickets have been opened and nobody ever came back to me. It has been almost three week!  I still need to send back the defective product to google  with 21 days otherwise, I will be charged. These customer support people are so rude, completely ignored my issue and kept pushing the responsibility to another department instead. Transferred my calls back and forth. I’ve seen so many people have similar issue like me. Obviously, there is a problem with this customer service team! 

Please advise if you have solutions for this.

thanks! 

[Luul2525]

Back door camera battery low 

[jenniffert]

Hi @DanaC,

Thanks for posting here in the community! I'm sorry to hear about your experience with the incorrect address for your replacement order. Help's here!

I'd like to take a deeper look into this for you by filling out this form with all the information required. Once you've submitted it, please let me know.

Keep me posted.

Best regards,

Jenniffer

[DanaC]

Hi Jenniffer,

I’ve completed the form and please let me know what else is needed. Thx! 

[jenniffert]

Hi @DanaC,

Thanks for the confirmation! We got the form you've submitted; thanks for filling that out. 

In addition, please keep an eye on your email, as someone from our team will reach out to you to assist you further.

Let me know if you have any other questions.

Best regards,

Jenniffer