I had the exact same experience as someone else on this forum had just a few days ago. Our thermostat was faulty. It was still under warranty, and they would only deal directly with us (the homeowner) not the heating company that PURCHASED and installed it. Similar to the other review, we had to provide a credit card ONLY USING GOOGLE PAY and place a hold for the full amount of the unit on hold until they received the old one back. In addition to this the SERVICE WAS HORRIFIC. Each phone call was an hour long. Each call is associated with a new case number. Even when I called to confirm that the returned item was received, I was on hold for close to 15 minutes. I believe it should be ILLEGAL to insist that a customer use ONLY a google account to do the return. Imagine an elderly person who may not be able to figure this out and doesn't have an email account trying to deal with this. The company should be fined. I will never EVER use another nest product.
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