topic Re: Google Nest Doorbell metal plate in Cameras and Doorbells

Google Nest Doorbell metal plate

cwcw — Tue, 01 Aug 2023 22:12:33 GMT

Hi,

I lost the metal plate to my google nest doorbell (battery) again and I cannot mount it without it. Can I get a replacement plate?

Thank you!

Re: Google Nest Doorbell metal plate

zero_sum — Tue, 01 Aug 2023 22:59:46 GMT

My device has a faulty mounting bracket. The device is completely unusable due to the proprietary design - it is magnetic and has specific tabs to let the device know that it's mounted to these particular mounting brackets only available from Google.

For several weeks I have been escalating the issue with Google Support, as the device is still under warranty and eligible for replacement parts or an entire replacement (which Google Support have determined is necessary as they don't supply spare parts).

However it appears that the replacement process is continuously being blocked by Google Support who clearly don't understand Australian Consumer Law or Warranty Obligations. The Australian Continent is completely ignored by Google Support and all channels of communication available are unable to reach the higher level Australian Support Team.

Moderators of this forum appear to ignore these threads and their attempts to refer the matters to Google Support do not seem to have any impact.

In short, Google have manufactured a device that will only function with their proprietary mounting bracket. They refuse to supply spare parts even though they are required to under both warranty and law. Your device may be eligible for an entire replacement if the mounting bracket is faulty (as there is a known issue with some).

I've documented my attempts to reach the appropriate area of Google Support in the thread below:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Google-in-violation-of-Australian-Consumer-Law/td-p/434602

Re: Google Nest Doorbell metal plate

EdmondB — Sun, 06 Aug 2023 21:28:57 GMT

Hello cwcw,

I'm sorry to hear about your experience with your Nest doorbell (battery). We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

@zero_sum, our team has already contacted you via email with instructions on how to return your defective Nest doorbell for a replacement. Please follow these instructions carefully.

Best,
Edmond

Re: Google Nest Doorbell metal plate

cwcw — Mon, 07 Aug 2023 17:07:29 GMT

Hi Edmond, I have completed the form. Thank you

Re: Google Nest Doorbell metal plate

EdmondB — Mon, 07 Aug 2023 20:01:59 GMT

Hi there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon.

Best,
Edmond

Re: Google Nest Doorbell metal plate

cwcw — Thu, 10 Aug 2023 15:04:58 GMT

Hi Edmond,

Will the team be reaching out via email? It has been four days since I submitted it.

Thanks,

Corey

Re: Google Nest Doorbell metal plate

EdmondB — Thu, 10 Aug 2023 21:06:26 GMT

Hi there,

Oh no, I'm sorry to hear that. I’ll check with our support and get back to you once I get any updates from them.

Regards,
Edmond

Re: Google Nest Doorbell metal plate

EdmondB — Sun, 13 Aug 2023 22:16:43 GMT

Hey there,

Sorry for the inconvenience and thanks for your patience. We’re still waiting for an update from our Support Team about your case.

Best,
Edmond

Re: Google Nest Doorbell metal plate

cwcw — Tue, 15 Aug 2023 14:56:29 GMT

Hi Edmond,

Thank you for the update. How long are response times usually?

Thanks,

Corey

Re: Google Nest Doorbell metal plate

cwcw — Tue, 22 Aug 2023 04:28:09 GMT

Hi Edmond,

Considering that it has been 3 weeks, should I assume that my query will not be addressed and I should find a different way to solve my issue?

Thank you

Re: Google Nest Doorbell metal plate

EmersonB — Fri, 01 Sep 2023 22:27:00 GMT

Hi everyone,

@cwcw, I've seen that you have been assisted via email. I'll consider this post as complete and let's continue working on that channel so we can assist you further. Feel free to start a new topic anytime you need assistance with your Nest devices and the Community would gladly lend a hand.

Thanks for answering, Edmond.

Cheers,

Emerson

Re: Google Nest Doorbell metal plate

cwcw — Fri, 01 Sep 2023 22:43:51 GMT

Yes, they were unable to help me so we can complete this post.

Re: Google Nest Doorbell metal plate

EmersonB — Sat, 02 Sep 2023 22:40:26 GMT

Hi cwcw,

I really wish I could do something about this and I appreciate your honest thoughts. Feel free to reach out if you need assistance with your Nest devices and the Community would gladly lend a hand.

Regards,

Emerson