hello below is a conversation with a google nest assistant tech I assumed they were going to send me a link from what they said from this email.
I replied and stated that I indeed had google pay associated with this email and that I would like to proceed with the advanced option.
please send me a link to process the pay hold and send the new device while I prepare the old for shipment.
original google tech email below
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Hello Alisa,
Thanks for reaching out to the Google NestCustomer Care Team. My name is Xi, a senior specialist — sorry to hear about what happened to your device. I'd like to send out a replacement. Please have a look at your replacement options below and let me know what works best for you.
Advanced Exchange
- We’ll send the replacement first within 2-7 business days.
- We’ll send you an email with an order link, paid return label, and packing sleeve.
- You’ll be given 21 days to return your device from the time you receive the replacement.
- There’ll be an authorization hold (this isn’t a charge) matching the device’s full cost, which drops automatically once we receive your return (7-10 business days, depending on your financial institution).
- If you’d like to opt into this method, please set up your GPay account using the same phone number, email (should be a Gmail account), and shipping address you gave us on the form. If the email isn’t a Gmail account, please reply to this email with one instead. Use these articles as guides or this link if they won’t help.
- GPay gor IOS
Standard Exchange
- May take up to 5-10 business days from start to finish.
- No authorization hold required.
- You’ll send your device back to us first, then send out the replacement once we have it.
- We’ll also send an email with a paid return label and packing sleeve.
Replacement devices may be new or refurbished based on location and inventory. Every refurbished device undergoes a comprehensive inspection and refurbishment process. We test extensively and replace the battery, cover glass, and back case with OEM parts so the device will look and operate like new.
For your reference your case number is 4-5285000034784. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.
Have a new question? There are lots of ways to get back in touch with us below.
Thank you,
Xi
The Google Nest Customer Care Team
