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Difficulty with Nest Doorbell (Battery) when hardwired during cold weather

JaneN
Community Member

I'm frustrated in that when looking at the 'which doorbell is right for you' on the Google Store it came up with both wired and battery as good options for us.  We were hardwiring the doorbell either way but figured the battery version was good as backup during a power outage.  What we did not know until the unit shut down for 3 days and we're trying to figure out the problem - is that Google is fully aware of this issue but does little to make consumers aware:  If you reside in a climate that reaches below 0C temperatures, the hardwiring is strictly for keeping the battery charged yet it will not charge in cold temps.  We would have to disconnect the hardwiring, bring it inside and charge it then re-connect it and it will happen all over again during the cold spells.  This is the article in the Help section that explains it:  

https://support.google.com/googlenest/answer/11830989?hl=en-CA#:~:text=Nest%20Doorbell%20(battery),-....

We are past the 15 days to return, I did get someone to authorize the exchange but they won't give us the wired version, they will only exchange like for like.  I'm looking at buying a used one on eBay and then try to sell the unit we have in order to not be too out of pocket.

It just seems dishonest to be aware of a products limitations but the info is buried in a help page, there is no information about cold weather limitations in the Specs. 

 

13 REPLIES 13

MplsCustomer
Bronze
Bronze

@JaneN 

The Google Nest Battery Doorbell is simply not suitable for cold weather climates like ours (we live in Minnesota). The "Cold weather battery charging behavior" article in your link was posted by Google Nest about a year after the battery doorbell and battery camera were introduced, in response to numerous customer concerns about cold weather behavior in this forum and elsewhere.

We bought a battery camera in Sept. 2021, but were fortunate to buy the optional power cable; when plugged in, the camera does fine here in Minnesota. And in Dec. 2021 when we wanted to add a doorbell to our third entrance, which was unwired, we decided NOT to go with the battery doorbell but instead got another 1st gen Google Nest Hello Doorbell and wired it with an OhmKat Video Doorbell Power Adapter.

Since both doorbells now sell for the same $179.99 price in the US, it's truly unfortunate that Google Nest will not let you exchange your battery doorbell for a wired doorbell. Maybe a Google Nest Community Specialist will step in here to let you make that exchange.

EdmondB
Community Specialist
Community Specialist

Hello JaneN, 

I’m sorry if you feel that way. When temperatures drop below freezing, lithium-ion batteries used in devices like Google Nest cameras and doorbells are unable to charge. These batteries, commonly found in various electronic gadgets, including popular doorbell cameras and mobile phones, are known for their high power and extended lifespan. However, their performance is significantly impacted by freezing temperatures. The doorbell can function normally between -4°F (-20°C) and 32°F (0°C). However, the battery will discharge since it cannot be charged under these conditions. If the battery drains completely, the doorbell will shut down. In such cases, you must retrieve the doorbell and charge it indoors. 

Here is a link to know more about cold weather battery charging behavior in Nest cameras and doorbells

I appreciate the help, @MplsCustomer

Best,
Edmond

JaneN
Community Member

Thanks for the reply Edmond - it's too bad that Google is unwilling to exchange this battery doorbell for a wired doorbell.  The 'which doorbell is right for you' feature recommended either doorbell and nothing was stated in the product specs about cold weather charging until I went digging for the info to find out why our unit was not working for several days.  

Jane

EdmondB
Community Specialist
Community Specialist

Hey everyone,

@JaneN, can you share the case ID that our support team gave you when you contacted them? That way, I can pull up your case and take a look into this for you.

Cheers,
Edmond

JaneN
Community Member

Hi Edmond - thanks for looking into this.  This first case number is 0-5031000035498 - this agent said I could choose the item to replace the battery doorbell.  The email I received to return the doorbell was to purchase another battery doorbell.  The second case number is 2-8949000035971 and that agent said I could only exchange like for like - you will see what is going on, and feel free to reply to the email address I provided in the chat.  

Thanks!

Jane

JaneN
Community Member

Any luck looking into my case?

Cheers

Jane

JaneN
Community Member

Any luck looking into the case numbers that I provided?

Thanks

JaneN

EdmondB
Community Specialist
Community Specialist

Hey JaneN
 

I apologize for the delayed response. I have already spoken with our support team regarding your issue and the case number you provided. Unfortunately, the date when the case was created is beyond the remorse period for the doorbell to be returned to the Google store for a refund. As such, you will not be able to purchase the 2nd Gen Nest Doorbell and replace your Nest device. Per our policy, replacement devices must be the same make and model as the original.


Regards,
Edmond

JaneN
Community Member

Thanks Edmond for your reply.  The doorbell was purchased November-ish and stopped working once it became very cold in January.  That is why there was a delay in not returning the doorbell.  So we are back to the problem that Google knows the battery doorbell doesn't perform in cold weather locations when hardwired so I am stuck with a faulty product.  

Jane N

@EdmondB 

@JaneN  seems to have been waiting for 4 weeks now for you to look up her case and take a look at it.

Thank you for advocating on my behalf.  It looks like Google is unwilling to own up to limitations of the battery doorbell, and continue to hide behind the 'its beyond the 30 day return' policy.  

JaneN

@JaneN 

You're welcome.

It IS also disappointing that Google Nest leaned on a "replacement devices must be the same make and model as the original" policy in refusing to replace your battery doorbell with a 2nd gen wired doorbell at the same price. Google Nest sells the battery doorbell here in Minnesota, even though during a normal winter the doorbell will be rendered inoperable because the battery won't charge in cold weather.

@EdmondB 

Since nothing in the information in the Google Store makes it clear that customers in cold weather climates should NOT purchase a battery doorbell, is there anything you can do to help @JaneN   exchange their battery doorbell for a 2nd gen wired doorbell?