Hello, I'm an end user like you. You can open a support ticket first and then there is an option as you are answering the questions to talk to a real Google Nest tech person. I believe they are there 24/7. I have posted the link (below) to get you started.
Keep in mind the Google warrenty on these cameras is 1-year. After that Google does not offer any kind or repair or help. For me, I'm a big fan of the GEN 1 NEST cameras and when mine break I purchase used ones off of Ebay. I do not recommend the new Nest cameras at this time until the Google Home app comes up to same features as the NEST app (which I still love).
Here is the link if you need it:
As a side note; we unfortunately do not offer replacements for parts. If your device is no longer under warranty, we aren't able to offer a replacement.
I wanted to pop in and see how things are going. If you haven't yet, please fill out the support form I sent. Please let me know if you still need help. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.
Thanks for your help, JT and Archie!