Doorbell Button Stuck?

[cab13am]

My Gen 1 doorbell button does not seem to be working. I have checked the wiring inside by the mechanical chime, and wiring at the doorbell itself. When going through troubleshooting steps, I was not able to complete a factory reset because the doorbell button can not be pushed. 

I contacted Google Support, and they couldn't help me fix the issue. They would not replace the doorbell because it is out of warranty. Has anyone else had a similar issue?

[Brad]

Hey there,

Thanks for bringing this up to me, I'd love to take a look into this for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This might be helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[Brad]

Hi there, 

Let me know if you need anything from me, but I am just seeing how the conversation is going. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[cab13am]

Hi Brad. I have followed the troubleshooting steps I found online & went through troubleshooting steps with Google Nest Support. However, I am unable to perform a factory reset as this involves the doorbell button. When I hold it down with the pinhole button the doorbell will 'soft reset' power cycle and connect to my existing Wi-Fi. 

Google Nest Support offered $25 off the full cost of a replacement, and will not cancel or refund my Nest Aware membership that I was able to use for only less than a month. I am considering another company after being treated so poorly by Google/Nest. I do not feel that it's fair to replace the doorbell mostly out-of-pocket because of a hardware malfunction that is not covered under warranty. 

[Brad]

@cab13am 

That is unfortunate to hear, however, I wouldn't be able to offer you a different option as we are unable to process requests for replacements in the forums. Please feel free to share your feedback in the app. 

Best regards,

Brad

[cab13am]

Is there a way to request a replacement outside of warranty? Sharing feedback via the app doesn't seem like a way toward a resolution.

[Brad]

@cab13am 

I am afraid we can't handle replacement inquiries here in the forums, you'll need to reach out to support for more help. 

Best regards,

Brad

[janthadeus]

Hey there,

Let’s check this — could you fill out this form and let us know once you’re done?

Looking forward to your response.

I appreciate your help, Brad.
 

Thanks,

JT

[cab13am]

Done. 

[janthadeus]

Hi cab13am,

Thanks for the update. We got the form you've submitted — thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

Best,

JT