I can attest to the sub-par service from Google. We purchased a Nest 3rd Gen in Brass 6 months ago and the unit gave us a Low Battery error. We called tech support and they said it shouldn't give that error so we followed all their steps and even took it off the wall and USB charged it for 10 hours. We still had the "Low Battery" error. They ended up starting the RMA process and a few days later the low battery went away but then gave us a w5 error and wouldn't connect to our Wifi. After several attempts of factory defaulting the unit it still won't connect to our wifi or google home. Fast forward 2 weeks. Our replacement unit comes in but they send the wrong color. So we sent it back. Apparently, they have no control over what color is sent to us because the warehouse takes care of that! So we send it back, start a new case, and get sent another replacement unit. Guess what color it was... Silver! Far from Brass. So we contact Google again and they informed us that Brass is discontinued and we just have to deal with the Silver color or whatever one we are sent from the warehouse. Sorry, but I'm not spending this kind of money to be told to deal with it.
I have tried to escalate but I get the same runaround.
Hopefully this finds someone who can get me some resolution!
