Doorbell Peeling AND Battery Faulty

[ManDoor]

I've had my device for a couple of years and within year 1 (while still under warranty), my doorbell started to peel. I reached out to support and was told: "it was a cosmetic issue, it is not covered under warranty". 

Fast forward to this week. My device is severely peeling and now the battery is also failing. To the point that it will restart every time the button is pressed.

I've reached out to support via chat and phone. Both of which are not willing to replace nor assist in any way 

I've seen several others with the exact same issues get replaced by contacting support out of warranty. However, I see no results. It's not sensible that one can succeed and others cannot 

I'm writing this post to bring awareness. Google is not supportive in their Customer Service department at all. I've been a loyal Google/Nest customer for over 15 years and have well over 20 Google/Nest products. I have not ever called into support, not even one time outside of this doorbell. To be dismissed while in warranty and again now that my device is failing, is completely unacceptable. It might be time to finally start investigating Bezos' products.

I hope others read this and think twice about the Google line of devices. 

[MplsCustomer]

@ManDoor 

Your post says "Nest Doorbell (wired Gen 2)", but it sounds like you might have the 1st gen Google Nest Hello Doorbell.

We have three Nest Hello Doorbells in use. The internal batteries have failed in succession on all three. Since Google Nest said they "cannot" replace them if they're past the 1-year warranty, we turned off the "Indoor chime" option on all three over a year ago (thereby preventing the doorbells from going offline) and rely instead on "Visitor announcements" to our Nest Hubs and Nest Minis. Two of the three Nest Hello doorbells are also peeling. Since Google Nest said it "cannot" cover this either (a "cosmetic" issue), we bought silicone "skins" on Amazon a year ago to cover the peeling shards.

Except for this, all three doorbells continue to work through Minnesota winters and summers. Since the 2nd gen Google Nest Doorbells have a taller, narrower aspect ratio and lack many Nest app features (https://support.google.com/googlenest/answer/13038234#zippy=%2Cnest-app-only-features), we're sticking with them.

[EmersonB]

Hi everyone,

@ManDoor, thanks for reaching out here in the Community. No worries. Our support team will check our options here to help you. We'd be happy to take a look into this for you. Please fill out our Contact us form with all the needed information. Let me know once you’re done.

I appreciate the help, MplsCustomer

Regards,
Emerson

[ManDoor]

@Emerson I have reached out to support with no success. Regardless, I've filled out the requested form, per your instruction.

[ManDoor]

@MplsCustomer  thanks for the information!!! I'll surely look into the silicone skins. The unfortunate truth: we shouldn't have to do this. I could understand if it were an issue in the heat and direct sunlight. But, this is an issue across the country (possibly world). That screams to me that it's faulty hardware.

Our device is certainly a Gen 2. After researching the issue, I've found several individuals in the community are plagued with the very same fault. This is something I'd imagine Google would recognize and be willing to work with their customers on .

I've also investigated the "Visitor Announcement", as others mentioned this as a workaround. Unfortunately, my use case makes this difficult. I would prefer to not have every driver or salesman announced, only the individuals ringing the bell.

But, I genuinely appreciate the feedback!!

[MplsCustomer]

@ManDoor 

So the long-standing 1st gen internal battery and peeling design flaws have been carried forward from the 1st gen Google Nest Hello Doorbells into the 2nd gen Google Nest Doorbells as well? I've been wondering whether that would happen. That's astonishing!

"Visitor announcements" are limited to doorbell button presses only, but they do include both a chime sound and an oral "Someone's at the Front Door" announcement, and this is not configurable (except by setting the speaker to "Do not disturb").

[ManDoor]

@MplsCustomer Unfortunately, this is the reality. It's certainly impacting Gen 2, as well.

RE: Visitor Announcements. My doorbell reboots in entirety when the button is pressed. According to other threads here, this is the behavior for the Gen 2. They also say, it's usually isolated to colder temperatures. However, I'm in South Texas. We don't get anywhere near the "4°" threshold. In addition, it's said that once it occurs, it's here to stay. The only resolution is to disassemble the unit and replace the battery. That is, if you don't damage your device in the process...

[MplsCustomer]

@ManDoor\

With all three of our 1st gen Nest Hellos with the shiny black face, installed in the Google Nest app (pictured below; one of ours has a "Nest" logo), once we turned off the "Indoor chime" option, the doorbells quit going offline whenever the doorbell button is pressed, and work just fine here in Minnesota.

1st Gen Nest Hello Doorbell

That does not work with the larger 2nd gen doorbell, installed in the Google Home app (pictured below)?

2nd Gen Google Nest Doorbell

[ManDoor]

@MplsCustomer thank you for the clarification and please excuse my ignorance. I miscategorized my device. I was under the impression there was an iteration of the doorbell before ours.

Thanks for clearing this up! I'll try to update the post, if it allows me.

In addition, I'll try to disable the chime and leave visitor announcements on! While this doesn't resolve the issue, it's an outstanding workaround!

Thanks again for bearing with me.

[MplsCustomer]

@ManDoor 

The way in which Google Nest labels its products can be confusing.  There have been at least two iterations of the Google Nest Hello Doorbell, one with the Nest logo and one with the "G" for Google logo.  Lately, they seem to be calling all of these iterations 1st gen doorbells, sometimes called Nest Hellos, sometimes called 1st gen Nest Doorbells.  All are installed in the Google Nest app.  And the 2nd gen Google Nest Doorbells--in several colors--are all installed in the Google Home app.

We have at least two iterations--and maybe even three--of the Google Nest Hello Doorbell.  All are the same size, with the shiny black face, all are installed in the Google Nest app, and all work without going offline when the "Indoor chime" option is disabled.

[ManDoor]

@MplsCustomer and THAT is exactly where my confusion spawns from. Knowing the different Gen 1 versions, I was under the impression it was a different Gen. I'd do well referring to it as Gen 1 rev. B. 😂

Either way, I'm up to speed now and can certainly leverage the workaround. We'll see what Google comes back with.

Thanks again!!!

[EmersonB]

Hello ManDoor,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. If you have any questions or concerns, you know where to find us.

Best,

Emerson