Thank you for reaching out and we're sorry for the delay.
If you're still getting the same message, let's try the following:
Let me know how it goes by replying to this thread.
Uh oh! Thanks for bringing this to our attention by posting here in the Google Nest Community.
To talk to someone in real-time, please try reaching out to our team by filling out this form with the needed details so you can choose your preferred support channel. Let us know if you need more help.
Thanks for bringing this to our attention, and I'm sorry to hear about the situation. I want to check to see if you are still in need of any help. If so, where are you located? From North America or Europe? What type of Nest Thermostat do you have? What is the message or code you encounter on the app that prevents you from proceeding with setting up the thermostat? Also, do you have the Case ID from your conversation with support who assisted you with the replacement? If you can provide that here, I'll look it up so I can have a brief context of the replacement history.
I'll look forward to your response.