So if you haven't read the post from a fellow poster - take a look first. Similar story and nightmare.
The good - Called in originally and the first agent agreed that the tampered unit I bought 'new' from a retailer was eligible for a RMA and processed the item. Did the transaction hold to get the unit quickly and hoped for the best.
the bad - 4 tickets later - and it still isn't solved.
Why? Google is still shipping units that are SEVEN year old out of the warehouse and no one seems to get this is an issue. Agents continuously state that Protect are good for ten years - from Installation but that is a direct contradiction from the own posted support help articles that state due to UL certification for the carbon monoxide sensor that it is ten years from manufacturer.
Asked for a supervisor to talk to and was told none were available and that a call back would be scheduled.
That was February 17 - call back happened two days later and while we had Sunday dinner. Went to voicemail and was just told to call back in.
I expect Google and the Nest team to do better - units in your warehouse should be no more than a year old given they are basically on timer the moment they are manufactured. And that issues can be properly escalated within support. I was told I couldn't RMA the replacement until the original RMA was complete, thus taking additional days without a unit installed in my home.
At this point, Google is failing to honor their warranty or even provide you a working new product. If you're in the US, file a report of fraud to the Federal Trade Commission at https://reportfraud.ftc.gov/
(The FTC cant respond to your individual claim, but will use the report to establish a trend.)
Also contact your state's Attorney General.
You might be able to report to your bank or credit card fraud dept also.