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Another Nest Hello peeling...

LeoH
Community Member

My Nest Hello is peeling. Don't know when it started, but a guest told me about it a few weeks ago. I called support and was told that nothing can be done since it still works properly and is out of warranty. Purchased in Sep 2019. Apparently this is a known defect but support wasn't able to help me. Since I purchased from Costco, I might be able to take it back to them for a refund as I don't think they carry this anymore. With the refund I might buy a competitors product that doesn't have this issue or that at least stands by their product. I removed as much the flaked material as I could on the right side...

PXL_20220606_184811503.jpg

15 REPLIES 15

EmptyNester
Gold Product Expert
Gold Product Expert

Hi LeoH,  I'm an end user like you.  If you read thru this forum over the last year there are MANY people with the same issue and got the same answer.    For me I just kept it since it is still working quite well and it is just a bit unsightly.  

What ever you do I don't recommend purchasing the new Google doorbell (batter). You can also read about those problems here on this forum.  It has so many problems that I believe it should be a product recall.   But that is just my opinion.

MplsCustomer
Bronze
Bronze

@LeoH 

With your post, there are now 273 threads about "peeling" Google Nest Hello Doorbells in this forum and another 21 threads about "delaminating" Google Nest Hello Doorbells. One of our Nest Hello doorbells--20 months old--is peeling.  That Nest Hello and another one of ours also won't ring the internal chime anymore due to a failing internal battery (another defect with hundreds of posts here in this forum). It certainly seems both are clearly known defects.  Google Nest says they "cannot" replace them if they are more than one year old.  "Cannot"??

In previous posts, I've suggested that customers with Nest Hello doorbells that are peeling--or failing to chime due to a failing internal battery--be given a discount on a new, re-designed Google Nest Hello Doorbell that has a user-replaceable internal battery obtainable from Google Nest and that corrects the susceptibility to peeling. So far, no one from Google Nest has responded.

@MplsCustomer,  Hello,  I love all your posts here on the forum and you are spot in with your replies.    And while I love your suggestion to Google about trading in the peeling HELLO doorbells for the new doorbell the problem is that it is very inferior and not useable in my opinion.  I'd rather have a fully functioning HELLO doorbell that is ugly than to have the 'pretty' new one that doesn't work well.  Here is the list of issues with the new one:

#1 The new Doorbell (battery) is known to stop charging for outside temps under 34 Degrees (this is a big problem for much of the country).  Google is aware and does not have a solution.

#2 It does not offer 24/7 recording with Nest Aware Plus even if you have it wired to power

#3 Since it goes into SLEEP mode to save battery, it often start to record too late.  It misses the first 1-4 seconds of someone approaching.   Often all you get is someone's back as they are walking away.

#4 You can not view the new camera from your computer's browser like the HELLO Doorbell

#5 Sending someone a recorded clip is very difficult.

@EmptyNester 

I did NOT mean to suggest that Google Nest replace our peeling Google Nest Hello Doorbells with the new Google Nest Doorbell (Battery); I agree that it is a deeply flawed product and am glad we went with the old Nest Hello (combined with an OhmKat Power Adapter for the Nest Hello) when we wanted to add a doorbell to our third, unwired entrance.

My suggestion is that Google Nest produce a new, Re-DESIGNED Google Nest Hello Doorbell that has a user-replaceable internal battery obtainable from Google Nest and that corrects the susceptibility to peeling. So far, such a doorbell does not exist, but if Google Nest wants to succeed long-term in this market, it SHOULD produce such a doorbell.

Yes I have a dead internal battery also. I had to turn off the indoor chime in order to keep the camera from rebooting every time someone rang the doorbell.

 

Brad
Community Specialist
Community Specialist

Hey there,

 

Thank you for your patience. We do not process these requests in the Nest Community Forums. If you are seeking a replacement, please note that unless the device is under warranty, we cannot issue a replacement. 

 

Please first fill out this form so Support can collect some important information from you. Once the form is submitted, you will have your case number. 

 

Best Regards,

Brad

 

P.S Thank you for your help, @EmptyNester!

LeoH
Community Member

Thanks Brad,

I realize that nothing can be done. My post was merely to have potential customers aware of a problem that does not seem to be addressed or acknowledged so they can make informed decisions. A lot of customers are looking for a company that stands behind their products, especially for an apparently common issue.

Brad
Community Specialist
Community Specialist

Hey folks,

 

Again, if you have a peeling doorbell and are within Warranty, please reach out to Support. If it is not under warranty, it will not be replaced.

 

Best regards,

Brad

-Craig
Community Member

I suspect the clear protective film was not removed when the Hello was installed, the film and adhesive have now become brittle with the UV light over a period of 2 or 3 years, and it appears that its laminating. Its not obvious that there is a clear film on the Hello. If its not removed at install time, you will see this issue over time.

 

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Outer-film-pealing-off-nest-hello/m-p/2...

 

@-Craig 

It is definitely NOT the clear protective film. When I first saw posts on peeling and delimitation on Google Nest Hello Doorbells last year, I too mistakenly surmised that it might be that the clear protective film was not removed. But when it started to happen to one of our Nest Hello doorbells a month ago--where I know we removed the protective film--I realized it's the surface of the doorbell that's peeling. Besides, the protective film is flat and not curved over the beveled edges, where our doorbell started peeling. And the protective film covers only portions of the doorbell's surface, as I noticed when we installed our third Nest Hello early this year. 

There are posts on other Internet forums about peeling Google Nest Hello Doorbells going back to 2020; this is a known issue.

Just did a google image search "google nest hello peeling" I looked at the first half a dozen images, they are all the protective film peeling. The film does cover the bevelled edge, its not obvious to remove it. I agree its a known issue, if it was obvious to remove the film, eg a different colour, there wouldn't be pictures of it peeling after a year or so in sunlight.

@-Craig 

I've seen those images also. However, the peeling on our second Google Nest Hello Doorbell is most definitely NOT due to the protective film peeling. I removed it when I installed it. And the protective film that I recently removed when installing our third Nest Hello on Dec. 31, 2021 was flat, did NOT extend to the beveled edge (much less curve over it), did not cover much of the camera (but rather the camera lens and the button and a little more), and came off in two pieces. I noticed that because of all the posts in this forum and elsewhere.

The images I have seen online are where the film has not been removed, you can see the outer edges around the camera, and the film extends over the bevel. The issue is its not obvious to remove when installing the doorbell, its not in instructions, not on youtube videos, so its not getting removed by users. There will be a chemical reaction with the film and the UV sunlight, and it will start to peel. Yes lots of posts about it, yes a known issue, which is possibly why the unit you installed in 2021 had a different protective film covering, as Google became aware of this issue?

@-Craig 

Respectfully, I disagree. The images posted everywhere online, showing delamination that extends over the beveled edge, is exactly what is occurring on one of our Google Nest Hello Doorbells. I agree that it looks like protective film that is peeling, and that's what I thought months ago.  In fact it is the surface coating on the doorbell that is delaminating. I have now installed a total of four Nest Hello doorbells in the last three years, and have removed the protective film in each case, and ONE of our doorbells is delaminating.

I've removed protective film on numerous products, and do not recall any that had a compound 3-dimensional curve wrapping around the beveled edge right up to the surrounding white housing on the side that would account for the many, many reported instances of delamination on Nest Hello doorbells.

I just checked Google Nest's install video for the Google Nest Hello Doorbell (wired), accessible from the Google Nest Help website. It's dated March 15, 2018. It shows the protective film with a clearly visible black tab at the top of the doorbell (at 0:23 in the video). It's pretty hard to miss, and if it were left on, there would be plastic tab at the top of our doorbells.

https://www.youtube.com/watch?v=TwPS46AZy2o

Simps
Community Member

Add me to the list. Mine started peeling today 😞 PXL_20220607_181504489.jpg