Bought a wireless doorbell battery flat after 1 day

[Dmbgo]

My google nest wireless doorbell was only bought last week, and has a flat battery every day so far. We have 2 or 3 visitors a day. I bought it on the claim by Google that the battery would last approximately 6 months.

I realise that 6 months is optimistic, but we only get 2 or 3 visitors per day. It won't be long before I'm sick of charging it every night.

[Brad]

Hey folks, 

I just wanted to thank you for your patience, and I am sorry to hear that you're experiencing troubles with charging your device! I know that keeping your Nest Camera or Doorbell charged is very important, and I would love to help you out.

When it comes to keeping your Nest Doorbell (battery) or Nest Cam (battery) up and running, here are some articles and troubleshooting guides for the Best Charging Practices:

• This is a great article on general charging times for your devices.
• This helpful article tells you how to save the battery with your doorbell or camera.
• And this last article, will go over charging expectations when you may live in a cooler/colder environment which will address charging temperatures, etc.

I hope those articles help shed some light on charging and maintaining battery levels of your Nest Doorbell or Camera!

Best regards,

Brad

[Brad]

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread.

Best regard,
Brad

[Dmbgo]

Well, yes, there has been a lack of activity. Perhaps I am the only one with this issue? Google support promised a new doorbell "in a couple of days", about a week ago.

[Brad]

@Dmbgo

You should be able to reach out to Support and request that information from them.

Best regards,

Brad

[Dmbgo]

I followed the link that you provided, but was unsuccessful. In a previous conversation with support, I was assured that I would receive a new doorbell in 3 or 4 days. This failed to happen and the doorbell is sitting on the shelf - I got sick of recharging it.

Here is an except from the support conversation:

"18:05:40 David Maher: Thanks Edgar. 18:05:56 David Maher: But... 18:06:59 Edgar: Your replacement has been placed. You wil be receiving the doorbell in 3-4 days. 18:07:31 Edgar: Is there anything else I can help you with?"

This was on August the 24th, it is now September the fifth.

[Brad]

@Dmbgo

I would ask that you reach out on the case that you have with Support and check in on the progress of the replacement. That would serve you best in this situation. I hope that you can receive your replacement soon!

Best regards,

Brad

[Dmbgo]

I spoke to support twice. A lot of time used, and duplication of effort on my part, with no resolution. Apparently, the answer is to replace the unit, with a new one. In the first support session I was promised a new device by support, in the second, I was told that unfortunately this is beyond the people in support's powers.

The last time, the support person said to make a phone call to the Australian support team. I tried calling them, using the phone number provided by support's chat team at approximately 11am Aest on Wednesday. I received a recorded message telling me to call back in office hours. "Australian" support is obviously in a different time zone to the rest of Australia, but makes no mention of which time zone they are using. Not Australian anyway.

I have included the support logs at the end of this email for posterity. I am beginning to feel that a straight donation of money to Google, would have led to far less headaches.

Just to increase the frustration, I see Google is now advertising the doorbell for $100.00 less than I paid.

Regards

David Maher

Chat transcript for case: 0-9773000032973
23 Aug, 16:48 (Pacific Time)

16:48:55 Grace: Grace joined the conversation
16:48:56 David Maher: David Maher joined the conversation
16:48:59 Grace: Hi David Maher, welcome to Google Support! My name is Grace. In case you need to refer to this chat interaction in the future, the chat ID for this interaction is 0-9773000032973. How can I help you today?
16:49:42 David Maher: Hi Grace, we were going to return this doorbell, but I saw this chat option.....
16:49:55 Grace: Thank you for sharing your concern.
16:50:23 Grace: AS I understand you would like to return your Nest Doorbell.
16:50:41 Grace: As*
16:50:43 Grace: I'm sorry about the trouble you had to go through.

16:50:49 Grace: I'll surely check that for you.

16:51:06 David Maher: Yes, unless you have a way to make the battery last a considerable bit longer.
16:52:09 Grace: David, I can see that you have already initiated the return.
16:52:37 Grace: We also have a dedicated team to help you with the troubleshoot for the Nest Doorbell.
16:52:53 David Maher: Yes, but I thought I'd have one last try at making it work
16:53:01 Grace: If you wish I can connect you to them in order to explore options with troubleshooting.
16:53:43 David Maher: Ok, but I've already packed it back in the box.
16:54:00 Grace: I see.
16:54:41 David Maher: Will the support team help me to return it if we cant find a solution?
16:55:42 Grace: Yes, as the return has already been initiated. You can give it a try to troubleshooting, if that will not work you can simply return that to us.
16:56:14 David Maher: Ok, pls transfer me to support
16:56:20 Grace: Perfect!
16:56:47 Grace: Let me quickly connect you to them. It would take 2-4 minutes. Please stay connected with me.
16:57:01 David Maher: Ok
16:59:55 Grace: Grace added participant(s): Edgar
16:59:56 Edgar: Edgar joined the conversation
17:00:06 David Maher: Hi Edgar
17:00:11 Grace: Grace left the conversation
17:00:19 Edgar:  Hi, David. Thanks for contacting Google Nest. This is Edgar, I'm here to help.

17:00:44 David Maher: Wonderful, please go ahead....
17:00:44 Edgar: Please give me 2 minutes while I check your previous chat.

17:00:53 David Maher: Ok
17:02:02 Edgar: Thank you for being online.

17:02:15 David Maher: Ther's not much to chek, the battery goes flat in less than a day, despite charging overnight.
17:02:58 David Maher: We fet v few visitors, we have tried for 3 sequential days
17:03:19 Edgar: I can understand how inconvenient this is. I am glad you reached us today. Let’s work towards finding the resolution.

17:03:31 David Maher: I understood the battery would last up to 6 months
17:04:25 David Maher: That mens it will have to last over 180 times longer than currently
17:04:46 David Maher: *means
17:04:52 Edgar: Please help me with the LED light of the doorbell.
17:05:05 David Maher: Ok?
17:06:11 David Maher: It goes green when fully charged, also when it is working and sees a visitor, or the bell is pressed.
17:06:34 Edgar: Okay.
17:06:58 Edgar: Please help me with the model of your doorbell.
17:08:07 David Maher: We have a Gen2 hub as well, which notifies us. The model is: Nest Doorbell Snow Battery
17:08:48 David Maher: mfg 02/2022
17:09:13 David Maher: Bought from Google online.
17:09:25 Edgar: OKay, are you able to view the camera feed?

17:10:18 David Maher: Not right now, well not live, because it is now in its box. We were able to however.
17:11:49 Edgar: Okay.
17:12:44 David Maher: It saw our gardener etc, it was giving a maximum of 5 notifications per day
17:13:09 Edgar: Please connect your doorbell to the charger and keep it connected until the battery is full.
17:14:19 David Maher: We have been doing that on a daily basis, sometimes overnight. A doorbell that needs to be charged for hours a day is useless.
17:16:03 Edgar: Just to confirm, did you try to charge it to 100%? 
17:17:56 David Maher: It was charged every time until the light went green. It took a few hours to charge,
17:18:55 David Maher: It reported 100% charged
17:19:05 Edgar: Please follow the below steps to restart the doorbell.
17:20:13 David Maher: Ok, what are the steps?
17:20:20 Edgar: 1. Locate the reset pin hole on the back of the doorbell.

17:20:32 David Maher: yes
17:20:45 Edgar: 
Tip: The reset pin on the Nest Doorbell (battery) is located below the USB port on the back of the doorbell.
Press and hold for 5 seconds.
17:21:03 Edgar: 3. Your doorbell will restart, and the status light will be steady, solid white.

17:21:19 David Maher: I will need a paperclip, hang on....
17:21:37 Edgar: Sure.
17:29:28 David Maher: I found one, took it out of the box and put it onto the charger (a 18W usb C charger). It said it was down to 5%. I depressed the reset and the light went off, then on and it played a tone.
17:30:21 David Maher: Is that correct Edgar?
17:30:42 Edgar: Yes.
17:30:58 David Maher: What next?
17:31:10 Edgar: Please help me with the charging percentage before and after the restart.
17:32:32 David Maher: It said 5% before the restart. On the google Home app, it says 6% currently
17:33:08 David Maher: It also say 4hrs 49mins until full.
17:33:41 David Maher: *says
17:33:59 Edgar: May I know that re you using the adapter which comes with doorbell?
17:34:23 Edgar: Please help me with the screenshot and the serial number.
17:34:33 David Maher: We did not receive a power adaptor. Should we have?
17:35:44 Edgar: Sorry for the miscommunication.
17:35:55 David Maher: ?
17:36:04 Edgar: I meant please use a different adapter and try again.
17:37:58 David Maher: The adaptor is a USB C adaptor, that we needed specifically to recharge lion batteries. I have a lower powered charger from a current model Samsung phone. Do you want me to use that?
17:38:29 David Maher: Also which piece of your communication was a mis-communication?
17:39:03 Edgar: Yes, try with a different adapter and a different cable.
17:39:42 David Maher: ...So not the one provided?
17:40:02 Edgar: Please wait for a few minutes and let me know if it is charging or not.
17:40:05 David Maher: *the cable provided?
17:40:23 Edgar: Yes.
17:41:39 Edgar: Please help me with the serial number.
17:44:36 David Maher: With the original charger it was charged to 9%n now that it is using the lower powered Samsung charger, it is currently at 10% saying 4hr 30min until full on the Home app.
17:45:30 Edgar: Okay, got it.
17:45:41 Edgar: Please help me with the serial number of the doorbell.
17:46:58 Edgar: So that I can check the warranty status of the doorbell.
17:50:33 Edgar: Are we still connected?
17:50:51 David Maher: doorbell back.png
17:51:13 Edgar: Thank you for providing the picture.
17:51:32 David Maher: Yes, I was taking a photo of the doorbell sn e-mailing it to my pc etc
17:52:18 David Maher: I think we have established that it is charging fully.
17:53:16 David Maher: The doorbell has said 100% charged after charging every day so far,
17:53:26 Edgar: Okay.
17:53:54 David Maher: I think we need a solution. otherwise I'll continue with the return.
17:54:06 Edgar: I request you to allow me access to view information in your Nest account. You will receive an email with the "Allow access" option and once you accept it, I’ll be able to view information in your Nest account for 90 minutes.

17:54:14 Edgar: I can’t make changes to your account info. This simply allows me to see additional details like Security, History, current device statuses and metrics.

17:54:25 Edgar: I’ve sent the request to your email, please check and approve it so we can proceed further.
I’ve sent the request to your email, please check and approve it so we can proceed further.

17:54:31 David Maher: Ok no problems
17:54:45 Edgar: Thanks.
17:55:11 David Maher: Done
17:55:43 Edgar: Please give me 2 minutes to check your account.

17:55:50 David Maher: Ok
18:00:19 Edgar: Please give me 5 more minutes.
18:00:44 David Maher: Ok, but hurry...
18:01:25 Edgar: Sure, I appreciate your efforts.
18:03:00 David Maher: I appreciate that you have to deal with many different levels of technical expertise, and that Google probably has a list of requirements that you need to satisfy before proceeding, but can we hurry please?
18:05:20 Edgar: Thank you for being online.

18:05:21 Edgar: I really appreciate you for all your efforts, time and comprehension in working with us. Your great efforts are not a miss. All credits to you.

18:05:40 David Maher: Thanks Edgar.
18:05:56 David Maher: But...
18:06:59 Edgar: Your replacement has been placed. You wil be  receiving the doorbell in 3-4  days.
18:07:31 Edgar: Is there anything else I can help you with?

18:07:44 David Maher: Thank you. I appreciate your help.
18:07:56 David Maher: Bye
18:08:00 Edgar: Welcome.
18:08:03 Edgar: There’s a short survey coming up. Google Nest would appreciate your feedback about your experience today. Thanks for contacting Google Nest. Have a great day!
18:08:07 Edgar: Edgar left the conversation
18:08:07 Edgar: Let us know how we did: https://support.google.com/googlehome/contact/gh_chat_NPS?ctx=chat&caseid=AGFLTD3yq9gja-O0zlg89heMcx...
18:08:07 Edgar: Edgar ended the conversation

Thanks for contacting support.

You can find a copy of the conversation you requested below.

Chat transcript for case: 7-7377000032613
Sep 5, 3:16 PM (Pacific Time)

3:16:40 PM Andrew: Andrew joined the conversation
3:16:40 PM David Maher: David Maher joined the conversation
3:16:43 PM Andrew: Hi! Welcome to Doorbell support. My name is Andrew. For future reference, your case ID is 7-7377000032613. How are you today?
3:17:21 PM David Maher: I am well thanks Andrew. 
3:17:33 PM Andrew: I see that you have an issue with the Nest Doorbell.
3:17:42 PM David Maher: Yes
3:17:55 PM Andrew: I know this may seem difficult. No worries, I'll take care of it for you.
3:18:00 PM Andrew: Could you please help me with the serial number of the Nest Doorbell?
3:20:45 PM David Maher: Do you have access to my previous chat? I have already provided this.
3:21:20 PM Andrew: Yes. Please give me two minutes to check my resources to assist you further.
3:22:03 PM David Maher: doorbell back.png
3:23:27 PM Andrew: Thank you for staying connected.
3:23:47 PM David Maher: Please solve this issue.
3:24:42 PM Andrew: I am checking my resources. Please allow me five more minutes.
3:26:16 PM Andrew: Thank you for staying connected.
3:27:47 PM David Maher: I'm still here....
3:28:42 PM Andrew: Was the replacement created for you?
3:29:17 PM David Maher: No, in that you have hit upon the nub of my issue!
3:29:56 PM Andrew: I really apologize for the inconvenience you have encountered.
3:30:19 PM David Maher: Thanks, and?
3:32:09 PM Andrew: I have checked the previous case and I am not able to see the serial number.
3:33:18 PM David Maher: I have resent the photo of the back of the doorbell to you.
3:33:28 PM Andrew: Please help me with the serial number which is above the QR code.
3:37:18 PM David Maher: Doorbell QR cde.jpg
3:37:38 PM David Maher: I have sent you a photo of the QR code
3:38:09 PM Andrew: Thank you so much, David!
3:38:17 PM Andrew: I really appreciate your time and patience.
3:38:56 PM David Maher: Not as much as I would appreciate the resolution of this issue.
3:40:50 PM Andrew: Just to confirm, you need the replacement doorbell. Is that correct?
3:41:04 PM David Maher: Yes
3:41:10 PM Andrew: Thank you for confirming.
3:42:04 PM Andrew: Please give me two minutes to check my resources to assist you further.
3:43:30 PM Andrew: Thank you for staying connected.
3:43:40 PM Andrew: I am checking my resources. Please allow me five more minutes.
3:44:15 PM David Maher: ok
3:46:51 PM Andrew: Thank you for staying connected.
3:47:54 PM Andrew: I see that you are from Australia.
3:48:17 PM David Maher: Yes, 
3:48:21 PM Andrew: I will help you with the number you can contact the Nest support team who will be the best to help you create a replacement.
3:48:28 PM Andrew: Here is the case number "+61-1800-905-941".
3:50:24 PM David Maher: What about the replacement that has already been sent, according to my last chat.Case ID [0-9773000032973]
3:52:10 PM David Maher: Was the replacement in Case ID [0-9773000032973] ever sent?
3:52:15 PM Andrew: As the replacement was not delivered to you from a long time, you need to contact the dedicated region support team who will be the best to create a replacement for you.
3:53:55 PM David Maher: You are the support team, I expect you to follow this through. It is poor customer service, to deliver faulty goods, then waste the client's time as well!
3:55:16 PM Andrew: You need to contact the dedicated region support team.
3:56:25 PM David Maher: Ok, for the record, I'm unhappy with this outcome.
3:57:17 PM Andrew: I really apologize for the inconvenience you have encountered.
3:58:45 PM David Maher: An empty apology does not compensate me for a large amount of lost time, and a non working product.
3:59:49 PM David Maher: What about the commitment to replace the doorbell, given in the last chat Case ID [0-9773000032973]
4:00:21 PM David Maher: I do not want to waste more time.
4:00:47 PM Andrew: I request you to contact the dedicated region support team who will be the best to help you to create a replacement.
4:04:56 PM Andrew: Let me know if you're having any difficulties. I'm here to help.
4:06:46 PM David Maher: Ok, what medium do I use to contact them please? As the case Id you provided earlier, in reality their contact number?
4:06:47 PM Andrew: I haven't heard from you for a while, are you still with me?
4:07:02 PM David Maher: Yes
4:07:16 PM David Maher: You had heard from me
4:07:17 PM Andrew: Here is the phone number "+61-1800-905-941".
4:07:38 PM Andrew: You can contact the support team using this number.
4:07:39 PM David Maher: I am not happy with this.
4:09:14 PM David Maher: I have wasted over two hours, almost as much cost in time as the doorbell itself with no resolution, despite being promised by the last Google agent that a replacement was being sent.
4:09:20 PM Andrew: I understand your concern.
4:09:39 PM Andrew: I would have surely created a replacement for you if I have the option.
4:10:17 PM David Maher: Did the last chat agent have this option?
4:10:55 PM Andrew: Please give me two minutes to check my resources to assist you further.
4:12:31 PM Andrew: Thank you for staying connected.
4:12:43 PM Andrew: We don't have information about that.
4:13:32 PM David Maher: In reality, you can't provide support, other than charging, usage etc.
4:15:22 PM Andrew: The best option to create a replacement is to contact the Nest Support team using the above number.
4:18:27 PM David Maher: I will reluctantly contact them. I am disappointed that you cant resolve my issue. The costs associated with this doorbell are great. I definitely would not buy form Google again. I will also tell everyone I know to think twice before buying from you.
4:19:17 PM Andrew: I really apologize for the inconvenience you have encountered.
4:23:03 PM David Maher: Bye
4:23:11 PM Andrew: Is there anything else I can help you with today?
4:24:13 PM David Maher: Given, that you couldn't help, with the first issue, it would be suicidally optimistic, to raise anything else.
4:24:18 PM David Maher: Bye
4:24:21 PM Andrew: Thanks for contacting Google Nest. Have a great day!

4:24:24 PM Andrew: Andrew left the conversation
4:24:25 PM Andrew: Andrew ended the conversation

---- On Thu, 08 Sep 2022 04:26:16 +1000 Google Nest Community Mailer <#> wrote ---

Hi Dmbgo,

Brad (Community Specialist) mentioned you in a post! Join the conversation below:

---

Re: Bought a wireless doorbell battery flat after 1 day

@Dmbgo

I would ask that you reach out on the case that you have with Support and check in on the progress of the replacement. That would serve you best in this situation. I hope that you can receive your replacement soon!

Best regards,

Brad

[aatienza]

Hey Dmbgo,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

I appreciate the help, Brad.

Thanks,

Archie

[Dmbgo]

After 2 x online support sessions, I was told that the online support couldn't replace the doorbell after all. I was given a phone number for Australian support. I called that number at 11am (AEST) 07-Sept-2022 and got a recorded message that said please call back in business hours. It seems that support is ineffective, to say the least. The recording didn't give a time when when office hours were. Apparently not Australian office hours.

[aatienza]

Hey Dmbgo,

I'm sorry for the trouble and delayed response. You might want to try our chat support in Australia and they're open at 8 A.M. - 7 P.M. AET Mon-Sun.

Thanks,

Archie

[Dmbgo]

We have now given up on this doorbell. I was a good idea, but it didn't last anywhere near the advertised battery life.

After wasting a lot of time and 2 x online support sessions, I called Australian support, (on their advice),  at 11am AEST and got a recorded message to call back in office hours. The recorded message did not say when office hours were.

I gave up then vowing never to waste my money with Google again.

Regards

David Maher

[aatienza]

Hey there,

We're sorry to see you go. We're always here if ever you change your mind. 

Thanks,

Archie

[Dmbgo]

The problem is that there seems to be no answer to my problem. The doorbell does not perform as advertised, the support chat people say it needs to be replaced, but they don't have this ability.

I feel ripped off.

[aatienza]

Hey Dmbgo,

I'm sorry you had to go through this. Let's check what we can do — could you fill out this form and let us know once you're done?

Thanks,

Archie

[Dmbgo]

I have filled out the form as requested. 

[aatienza]

Hey Dmbgo,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.
 

Thanks,

Archie