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Google policy in regard to faulty product

Community Member



I wonder if anyone has experienced the same problem I am having?


My Nest stopped working and even after following all the instructions, it did not work.  I telephoned Goofle support to be told that the unit was faulty.  It was still within warranty so will be replaced, if I sent it back to Google.  Great I thought!  But they have sent a refurbished unit and will only honour the warranty from the date of purchase of my original unit.   My issue is twofold 1) if I had returned the faulty unit to my supplier I would have received either a refund or new replacement.  2) if, as Google insist, their refurbished units are as good as new, why they will not start a new warranty ftom date of supply of the second unit?


Having lengthy and numerous email exchanges they are now simply ignoring me!


Amy advice on how to proceed please?




Community Specialist
Community Specialist

Hello Effy,

I'm sorry for the delay, and thank you for taking the time to let us know about your inquiry.

We have a finite number of new devices manufactured, but we can assure you that our replacement devices undergo a comprehensive process to ensure the highest standard of quality before they are shipped. But I'd be happy to take a look at this for you.

Can you please share with us your support ID number so I can check the status? I'll look forward to your response.