topic Re: Need replacement back plate for nest protect in Nest Protect

Need replacement back plate for nest protect

Aquaking — Sun, 05 Sep 2021 06:36:07 GMT

I have a broken back plate to the nest protect and can’t find one anywhere. I contacted customer support at Google and they said because it was out of warranty they could not send me one. They confirmed they have them and have the ability to send them out but refuse to let me buy one because it was out of warranty. There instructed me to contact where I purchased it and see if they had one. I explained if you have one and are unwilling to sell me one why Best Buy have. Anyways called Best Buy they do not have them and said I should contacting the manufacturer for individual parts. So not sure what to do any help would be appreciated.

Re: Need replacement back plate for nest protect

cmstone41 — Tue, 14 Sep 2021 17:24:27 GMT

Unfortunately, I think those needing a replacement mounting plate are out of luck. I just called and had an identical conversation. Customer service can't help; they're reading from a script. Another disappointing/useless answer from Google. And you're correct, neither Amazon or Best Buy have these parts, contrary to what the customer service script says. Seems dumb on Google's part—seems like a lot of folks are willing to pay them for a piece of plastic that probably cost them 25 cents—but its unsurprising; they're oblivious and don't care which is something to keep in mind when they're hawking expensive new Pixels and Nest Hubs in a few weeks.

Re: Need replacement back plate for nest protect

Jake — Wed, 29 Sep 2021 19:07:34 GMT

Hey Aquaking,

I wanted to reach out and see if you are still in need of any help? Please let me know, as I would be more than happy to help out.

Best regards,

Jake

Re: Need replacement back plate for nest protect

Aquaking — Wed, 29 Sep 2021 19:25:39 GMT

Yes. I still need a replacement mounting plate

Re: Need replacement back plate for nest protect

Jake — Thu, 30 Sep 2021 17:41:08 GMT

Hey Aquaking,

I am sorry to hear you are still having trouble with getting a replacement. I have escalated this on to a higher Team, and they will be reaching out to you over the next 24-48 hours. Likewise, I have attached your case ID below for reference. Please be on the lookout for that, and let me know if you have any questions from here.

Case ID:5-8087000031711

Best regards,

Jake

Re: Need replacement back plate for nest protect

NewBracket — Thu, 30 Sep 2021 19:09:17 GMT

Hi, I also need a replacement bracket for a Nest Protect Gen 2. Please let me know how I can obtain one.

Re: Need replacement back plate for nest protect

cmstone41 — Thu, 30 Sep 2021 19:49:58 GMT

I am also still in need of a mounting plate for my Nest Protect Gen 2 (battery). Has Google changed its policy and is now offering replacement plates or will I be directed to Best Buy or Amazon for non existent products again?

Re: Need replacement back plate for nest protect

ai — Fri, 01 Oct 2021 18:29:14 GMT

Hello @cmstone41 and @NewBracket,

Thank you for your patience with us! We've created a case for each of you and sent it over to our support team. Be on the lookout for an email from us in your inbox soon.
Kindly,
Ai

Re: Need replacement back plate for nest protect

cabaker724 — Sun, 03 Oct 2021 15:28:46 GMT

I also need two backplates for battery operated Nest Protects

Re: Need replacement back plate for nest protect

ai — Wed, 06 Oct 2021 19:21:30 GMT

Hi there @cabaker and @NewBracket,
Thank you for your patience with us! We've created a case for your issue to send to our support team. Be on the lookout for an email from us in your inbox soon!
Kindly,
Ai

Re: Need replacement back plate for nest protect

GarrettDS — Wed, 06 Oct 2021 20:00:56 GMT

Hey folks,
It looks like we have come to a solution so I'm going to be locking this thread. If you have any other concerns or questions, please feel free to create a new thread.

Have a great day.
Garrett DS