cancel
Showing results for 
Search instead for 
Did you mean: 

Doorbell Peeling/Flaking

plpalmer1983
Community Member

Hi,

I am very disappointed with my Nest Hello. I've had it just a little over 2 years (so now out of warranty) and it has just started peeling/flaking. The doorbell itself now looks unsightly and you get flakes of plastic when pressing the button.

 

Support appear to have washed their hands of this even though I believe under UK consumer law the product should be fit for purpose (not falling apart after 2 years). I find it disgusting that Google feel it is acceptable for a customer to have to replace their doorbell every 2 years.

I currently have 5 cameras and a doorbell with nest and pay a monthly subscription. I am seriously considering moving to a different eco-system if this is the level of support that is provided.

Just thought it was worth warning people who may be considering a nest doorbell.

 

Regards

9 REPLIES 9

hashcorabla
Community Member

Mine too, it looks really bad, creates a great first impression to visitors 😞   

 IMG_2648 - Copy.jpg

same under our laws here too, needs to be fit for purpose

Exactly the same place ours is peeling. As you say doesn't give a first impression.

 

IMG_4773small.jpg

MplsCustomer
Bronze
Bronze

This is the second post just today about peeling on a Google Nest Hello Doorbell, and there are MANY others in this forum.

I am also Google Nest customer with multiple cameras and doorbells. It seems that the Google Nest Hello Doorbell is plagued with two known design flaws: a front surface that starts to peel after one or two years and a small internal battery that also fails after one or two years (causing the doorbell to go offline when the button is pressed). We have two Google Nest Hello Doorbells that are less than two years old. The internal battery is failing on both of them and the front surface is starting to peel on the newer of the two. Google Nest has told us it is "unable to provide a refund or replacement because both Nest Doorbells are out of warranty."

"Unable"? I suggest that Google Nest is actually choosing to do nothing. I suggest that Google Nest could instead choose to provide Nest Hello customers having either or both of these doorbell failures with a discount on a new, re-designed Google Nest Hello Doorbell that corrects the susceptibility to peeling and that has a user-replaceable internal battery obtainable from Google Nest.

The response I got from them was terse (borderline rude) when I questioned their decision.

In the UK the sales of goods act states that something should be fit for purpose and I just don't think google expecting you to buy a new doorbell every 2 years is acceptable.

It's also terrible for the environment.

Brad
Community Specialist
Community Specialist

Hey there,

 

Thank you for your patience. We do not process these requests in the Nest Community Forums. If you are seeking a replacement, please note that unless the device is under warranty, we cannot issue 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.

@Brad 

I am probably naive, but I continue to be amazed and baffled at Google Nest's utter refusal to acknowledge problems. Instead, they ask you, as a Google Nest employee, to give us customers yet another cut-and-paste response.

If I search this forum for "peeling" under "Cameras and Doorbells", I find 258 separate postings. The problem with peeling on Google Nest Hello Doorbells is so common that it cannot be dismissed as customer misuse where Google Nest is entitled to refuse to cover the problem because the doorbell is out of warranty.

Rather, it seems to be an inherent design flaw. A $225 video doorbell should not fail in less than two years. And, contrary to your cut-and-paste response, it is simply not true that Google Nest "cannot issue a replacement". Google Nest is choosing to not replace its defective doorbells.

As I suggested above, Google Nest could instead choose to stand behind its product and provide Nest Hello customers having peeling or internal battery failures with a discount on a new, re-designed Google Nest Hello Doorbell that corrects the susceptibility to peeling and that has a user-replaceable internal battery obtainable from Google Nest.

And, as a Google Nest Community Specialist, you could choose to pass this feedback on to your management.

It's a matter of choice.

Hi,

I totally understand you don't deal with these directly in the forums (I do have an open case), but it would be great if Google Nest could publicly answer here if they feel it's acceptable for their customers to have to pay £200+ every 2 years when the product fails?

 

Brad
Community Specialist
Community Specialist

@plpalmer1983

 

I get what you are saying, but honestly I don't have any place making announcements for Google. I am only a moderator. Please leave your feedback in the app so it is sent directly to Google.

 

Best regards,

Brad

Brad
Community Specialist
Community Specialist

Hey folks,

 

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

 

Best Regards,

Brad