Kinda need a functioning ac. 
I was instructed to do it with an android device and not iOS. I switched back to my nest because I don’t own android devices.
Once I buy an android cheap enough to see if it works, I can update the ticket but I’m not sure when that’ll be. I don’t have the time right now.
Good luck.
It’s been a while, but as I recall, they processed an exchange for me. Took about a week for the product to get to me. You have to call and talk to a customer support person.
Thank you. I did this AM still waiting for a follow up email on shipping times. Crossing my fingers they can expedite it. I don’t have a secondary/backup unit to fall back on. Guess I should.
When you did get the replacement, were you able to just use the new face and add device as usual?
Yes that’s correct