Google policy in regard to faulty product

[Effy]

Hi 

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?

Thanks 

[Markjosephp]

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.

Regards,
Mark