Door bell peeling

[Gpm]

I have a Nest Hello doorbell that is peeling and out of warranty, and I contacted Google via chat this evening to see what they would do.  After spending time on chat, providing everything requested, I was told that they could not replace it because it is out of the warranty period. I have seen on threads where people were getting replacements even outside of the warranty period due to this issue.

So why can’t Google offer a replacement of the ugly peeling doorbell with the new doorbell?  Isn’t this an option for those “RARE” peeling issues for a visually defective product?  I have lots of money invested in google security products in my home (as others do) and I was shocked at the lack of company support (though agent Steve was pleasant).

I think this issue is not RARE and they don’t want to offer a solution because they will be replacing a lot of doorbells so they would rather just ignore the issue and force us to live with it or spend OUR money on their visual defect.  This product was designed to be outside so it should hold up outside.

Google, why would this be your way of handling customer support for your products?   You should at least offer a discount for a replacement since it IS a product material issue vs. a “sorry for your luck”.  So disappointing.

[MplsCustomer]

@Gpm 

With your post, there are now 269 threads about "peeling" Google Nest Hello Doorbells in this forum. 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.

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.

[Brad]

Hey there,

Thank you for your patience! Unfortunately, we do not process Warranty/Replacement Requests in these Community Forums. If you are seeking 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

[aatienza]

Hey folks,

Thanks for the help, Brad.

I wanted to follow up and see if you are still in need of any help? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,

Archie

[Gpm]

No one is prepared to do a out of warranty exchange for the door bell peeling. I would of expected the bell to be of good quality due to it being outside in the weather!! 

I have already been refused an exchange when others have had a replacement out of warranty as this is a documented common fault. This makes the bell not fit for purpose. 

I look forward to your reply.

[Brad]

@Gpm

I am sorry to hear that the resolution you were seeking wasn't offered. I am afraid that there is nothing more that we can offer you in the Nest Community Forums. We do not process replacements, and if Support denied a replacement, I am afraid there nothing more that we can offer you. I apologize for the inconvenience.

Best regards,

Brad

[SteveT1]

Hi there,

We haven't heard any updates from you. Please let us know if you still need help as we will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Regards,
Steve