2nd gen wired doorball puck

[FrustratedUser8]

I have a wired gen 2 doorbell, getting 21V.  when the puck is attached properly, the doorbell plunger will move, but the chime won't go off.  With the puck removed, the doorbell works fine.  Google won't send me a new puck, just a new doorbell.  I don't want to install a new doorbell, as the house was built with CAT5 wiring for the doorbell and it is extremely brittle and breaks every time you try to work with it.  There isn't enough excess wire for me to work with.

Do I need the puck? Have others had any problems with the puck removed?

[MplsCustomer]

@FrustratedUser8 

We have 3 of the older Google Nest Hello Doorbells, and not the newer 2nd gen Google Nest Doorbell. However, I've seen numerous posts from customers in this forum with defective 2nd gen pucks. At least a few were also told they had to replace the entire doorbell. Some of those simply replaced the defective puck when they received the replacement, and sent back the new doorbell in the required return.

Google Nest says you should have the chime puck:

"Important: The Nest Doorbell (wired, 2nd gen) and Nest Doorbell (wired) must be installed with the chime connector included in the box. The Nest Doorbell (battery) doesn't need the chime connector for wired or battery-powered installation.

The chime connector allows the chime's wires to deliver constant power to the Nest Doorbell (wired, 2nd gen) and Nest Doorbell (wired) and protects your chime from damage. In addition, without the chime connector, you might experience chime buzzing or unexpected chimes."

https://support.google.com/googlenest/answer/9247132

Maybe a Google Nest Community Specialist will step into this thread and arrange for a replacement chime puck for you.

[FrustratedUser8]

Thank you for the response!  I actually asked if I could just send back the new doorbell and was told no.  Google doesn't pay attention to the serial numbers of what is returned?

[MplsCustomer]

@FrustratedUser8 

Another possibility is your transformer.  Numerous customers in this forum (including us) have reported upgrading to a 16V 30VA transformer to get both 1st gen and 2nd gen doorbells to function correctly.

I have no idea how Google Nest handles returns.

[EdmondB]

Hello FrustratedUser8, 

I'm sorry to hear your Nest doorbell isn't working out for you. We'd love to help you out with this. Could you please fill out this form? Once you're done, just let me know.

Thanks for the help, @MplsCustomer. 

Best,
Edmond

[EdmondB]

HI there, 

I wanted to follow up and see if you were able to fill out the form?. Let me know if you have additional questions.

Cheers,
Edmond