topic Re: Nest IQ Outdoor Missing Mount (Sorry to be another echo here!!) in Cameras and Doorbells

Nest IQ Outdoor Missing Mount (Sorry to be another echo here!!)

Nick_Hems_no1 — Wed, 28 Dec 2022 18:44:36 GMT

Can ANYONE help me with this please? 🙂

like many others I’ve read similar stories- I too have moved home. I didn’t bring the back plate to my Nest IQ Outdoor Camera. For the life of me I’ve spent hours trying to find a replacement and or an alternative option that works, but to disbelief feel my camera is a heavy paper-weight.

is there a link I can purchase from? If anyone made a business that produces these… I’m sure they’d make a success! I’m all ears to you experts Nest Community? Thanks so much! Nick

Re: Nest IQ Outdoor Missing Mount (Sorry to be another echo here!!)

Brad — Wed, 28 Dec 2022 18:52:24 GMT

Hey there,

Sorry to hear you're experiencing this, I can imagine this has been stressful for you. Please fill out this form, and a higher tier of support will reach out to you with next steps. As a side note; we unfortunately do not offer replacements for parts. If your device is no longer under warranty, we aren't able to offer a replacement, We're sorry for the inconvenience.

Best regards,
Brad

Re: Nest IQ Outdoor Missing Mount (Sorry to be another echo here!!)

MplsCustomer — Wed, 28 Dec 2022 18:57:12 GMT

@Nick_Hems_no1

Google Nest does not sell spare parts. However, another customer on the post below provided a link to a 3rd-party site that sells circular magnets:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Lost-mounting-magnets/m-p/18667

Re: Nest IQ Outdoor Missing Mount (Sorry to be another echo here!!)

Nick_Hems_no1 — Sat, 31 Dec 2022 10:29:32 GMT

I am no further foot forward sadly, or even with an alternative / universal mount which I can make do. I think I will have make my own mount as I can’t be supported it would appear?

Re: Nest IQ Outdoor Missing Mount (Sorry to be another echo here!!)

janthadeus — Sun, 01 Jan 2023 03:29:49 GMT

Hi Nick_Hems_no1,

We got the form you've submitted — thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

Thanks for the help here, Brad and MplsCustomer.

Best,

Re: Nest IQ Outdoor Missing Mount (Sorry to be another echo here!!)

Nick_Hems_no1 — Sun, 01 Jan 2023 18:53:15 GMT

Hi Janthadeus,

I would like to escalate my ticket and issue to a Manager please? I cannot do without this back plate of my Outdoor Nest IQ.

I said I am happy to pay for this. I know Google hold these products in stock, but not having assistance is terribly bad experience as for me I am a proper customer and faithful to Google products - I have over 6 Nest Cameras (mostly IQ’s) and tons of other products.

Everywhere online (all online retail stores) have stopped selling this back plate with the four holes to screw to a wall. I am more than happy to buy a few actually, if it is possible?

I need a positive resolution, and hope together we can helpfully get this resolved. I don’t want to go the PR route and writing lots of blogs on bad experience and service, as I want to be respectively inclined to go through the right channels and people accordingly to achieve this mount.

I look forward to hearing from you.

Thanks in advance!

Nick

Re: Nest IQ Outdoor Missing Mount (Sorry to be another echo here!!)

janthadeus — Sun, 01 Jan 2023 22:05:18 GMT

Hey there,

I can understand where you’re coming from. I know the importance of the wall plate for your camera mount. I’ve reached out to our team and I'll get back to you as soon as I have something to share.

Thanks,

Re: Nest IQ Outdoor Missing Mount (Sorry to be another echo here!!)

Nick_Hems_no1 — Sun, 01 Jan 2023 22:11:36 GMT

Thank you JT!

Means a great deal to me and my family!

Best wishes and Happy New Year!

Nick

Re: Nest IQ Outdoor Missing Mount (Sorry to be another echo here!!)

janthadeus — Sun, 01 Jan 2023 22:45:07 GMT

Hi there,

You're welcome! I'm happy to be of help — hang tight.

Thanks,

Re: Nest IQ Outdoor Missing Mount (Sorry to be another echo here!!)

janthadeus — Mon, 02 Jan 2023 22:00:48 GMT

Hello there,

I've checked your case and our team has already processed your request, please check your email for additional information. Feel free to reply to the email if you have additional questions. I'm going to mark this thread as complete and lock the thread after 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.

Best,

Re: Nest IQ Outdoor Missing Mount (Sorry to be another echo here!!)

Nick_Hems_no1 — Tue, 03 Jan 2023 04:17:05 GMT

I thought I was progressing positively here having received this -

“Hello Nick,

Thanks for reaching out to the Google Nest Customer Care Team.

I was able to process it. You should receive it in 2-3 business days.

For your reference your case number is 2-4686000034002. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.”

about one day later I then receive this further email -

“Hey there, Sorry to hear you're experiencing this, I can imagine this has been stressful for you. Please fill out this form, and a higher tier of support will reach out to you with next steps. As a side note; we unfortunately do not offer replacements for parts. If your device is no longer under warranty, we aren't able to offer a replacement, We're sorry for the inconvenience. Best regards, Brad“

Can I have a status update please? Was my wall mount never posted and I have to raise yet another ticket to further escalate inconveniently?

i appreciate the transparency and communications here, all for just one wall mount.

thanks,

Nick

Re: Nest IQ Outdoor Missing Mount (Sorry to be another echo here!!)

janthadeus — Thu, 05 Jan 2023 02:45:24 GMT

Hey there,

I’ve checked the status of your replacement wall mount kit and found out that it’s already in transit. Furthermore, kindly check your email to get the tracking number and search your parcel here.

Please let me know if you have other questions or concerns as I will be locking this in 24 hours. Feel free to start a new thread and we'll be happy to help.

Best,