Google Nest Community

So sorry

Get in touch with google. Do what they tell you to do, it's frustrating and stressful. And hopefully they will send you a replacement

You have to send the old one back before they ship the new one.

I had to do all of the above. It was not easy for me to do the video, but doing the serial number was even harder. I don't and didn't understand why we had to prove everything.The google reps could not have been nicer, and more importantly they were ...

Please tell me what was the e-mail address you used to send her the video. Mine keeps saying e-mail does not exist. Thanks and happy for you