Broken lock clip

[L_Koops]

Hi, my back clip that locks my doorbell device in place is broken. It won’t come back out for me to lock it in place. I sent a ticket to google months ago with no update or response to date, which is ridiculous!

Has anyone else had this issue and know how to escalate it?? 

[EmptyNester]

Hmmmmm, let me see if I can escalate this for you...

[L_Koops]

Thank you - as it was in Feb I placed the claim and not having any response has been very disapointing 

[EmptyNester]

How old is  your camera?  If it is within the 1 year warranty then I believe Google will help you.

[L_Koops]

It’s about 4 months old!! 

[aperezdeleon]

Hi there L_Koops,

I want to get you a resolution as soon as possible with your previous tickets. Is there a specific case number you'd like to reference? Once you provide me with that information we're gonna follow up and give you a response right away.

Regards,
Angel

[L_Koops]

Hi Angel,

thank you for getting back to me. It’s nearly been two months with no response from Google on our broken doorbell.

Case ID 2-8420000035301

I’ve read that the issue I am having isn’t uncommon and would appreciate a new device sent out ASAP

Thanks 

[aperezdeleon]

Hi L_Koops,

Thanks for providing your case number, I was checking it and it looks like we'll need some more details to proceed. For more information on the next steps for your broken doorbell, please contact us directly by filling out the Contact us form.

Just like EmptyNester said, we can definitely help you with this.

Let me know how it goes, we can keep track of the process together.

Regards,

Angel

[L_Koops]

Hi, it doesn’t give me any option to be contacted by Google apart from Facebook or twitter. 

Can you please help raise this case ASAP. It’s a bit disappointing that there has been no communication for more details??? 

Please have someone contact me 

[aperezdeleon]

Hi there L_Koops,

I apologize for any delays you've experienced with your request. We've been working hard to get access to your previous inquiry. You'll be receiving a new case number associated with that information in a follow-up email very soon.

In the meantime, if you have any further questions, please don't hesitate to keep me posted.

Regards,
Angel