Hello, I'm an end user as well. WOW,, how frustrating. It sounds like it is defective. You might go back to where you bought it and see if they will help you out somehow.
This is just user forum and Google doesn't monitor anything here.
You may want to open a support ticket with Google and see if they will send you a replacement. But that could easily take a bit of time. If you want to go that route here is the link to get you started.
https://support.google.com/googlenest/gethelp
