topic Re: Lost Magnetic Camera Base in Cameras and Doorbells

Lost Magnetic Camera Base

GEPUKAS — Wed, 13 Apr 2022 10:05:58 GMT

My painter lost the magnetic base to the battery camera. Went through the chat to find out they are out of stock. I asked to be put on the list when they are back and have it shipped. I was informed there is no way to do this for Nest customers? Shocking there is such poor customer service. I am a Google and Nest advocate! I have the smoke detectors, multiple cameras and the Thermostats and that is the final answer from "customer service". HELP GOOGLE!

Re: Lost Magnetic Camera Base

EmptyNester — Thu, 14 Apr 2022 17:20:19 GMT

As you read thru the large number of issues on this forum it is clear that Google's customer service has fallen WAY down their priority list. A very sad state in my opinion.

Re: Lost Magnetic Camera Base

Brad — Tue, 17 May 2022 18:20:08 GMT

Hi there,

Just checking in to see if you still need assistance with this issue. Please let me know if you need further assistance.

Best Regards,

Brad.

Thanks for your help, EmptyNester!

Re: Lost Magnetic Camera Base

GarrettDS — Fri, 20 May 2022 19:13:36 GMT

Hey there,
Just wanted to hop in here to see if we still needed help on this. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS

Re: Lost Magnetic Camera Base

MplsCustomer — Fri, 20 May 2022 20:13:14 GMT

@GarrettDSand @Brad

The "assistance" you could offer would be to point this customer and others to a Google Nest spare parts page, like the one Ring has (see link below). Unfortunately, Google Nest does not have a spare parts page, and it seems like Google Nest Support simply tells customers they can't provide spare parts.

https://shop.ring.com/search?options%5Bunavailable_products%5D=show&options%5Bprefix%5D=last&type=product&q=parts

Re: Lost Magnetic Camera Base

Brad — Mon, 23 May 2022 15:52:21 GMT

@MplsCustomer

That tool is not something that we can assist the user with as it's a Customer Support tool mainly. I appreciate your suggestion, but that is not how our process works. If a customer requires a replacement, they need to contact Support.

Best regards,

Brad.

Re: Lost Magnetic Camera Base

MplsCustomer — Mon, 23 May 2022 18:44:12 GMT

@Brad

And if a customer contacts Google Nest Customer Support about a part, the customer is told none is available if the customer's device is more than 1 year old.

Re: Lost Magnetic Camera Base

Brad — Mon, 23 May 2022 19:17:01 GMT

@MplsCustomer

That is indeed a policy in place. If there are none in stock, or if the customer is out of warranty, then we would not be able to provide parts to those devices out of warranty.

Best regards,

Brad.

Re: Lost Magnetic Camera Base

MplsCustomer — Mon, 23 May 2022 19:28:42 GMT

@Brad

How is a policy that offers spare parts ONLY for the first year and ONLY if they are in stock good customer service? Ring, Arlo, Wyze, and Blink all sell parts and accessories for their cameras and doorbells:

https://shop.ring.com/search?options%5Bunavailable_products%5D=show&options%5Bprefix%5D=last&type=product&q=parts

https://www.arlo.com/en-us/accessories

https://www.wyze.com/products/wyze-cam-pan-mounting-kit (one example)

https://support.blinkforhome.com/en_US/indoor-outdoor-accessories

Re: Lost Magnetic Camera Base

Brad — Mon, 23 May 2022 19:37:43 GMT

@MplsCustomer

You can find the warranty information here for your viewing pleasure.

Best regards,

Brad.

Re: Lost Magnetic Camera Base

MplsCustomer — Mon, 23 May 2022 19:49:51 GMT

@Brad

"For my viewing pleasure"??? The warranty policy makes no mention of warranty replacements being subject to parts availability. And it certainly does not address the fact that Google Nest does not sell any spare parts at all.

Re: Lost Magnetic Camera Base

Brad — Mon, 23 May 2022 19:54:14 GMT

@MplsCustomer

That is the information that I can provide you with. Please reach out to Support if you wish to know more please.

Best regards,

Brad.