Doorbell just won't mount on the plate?

[Thunder-Mesa]

I charged up my new Google doorbell while I was doing the physical installation. Everything went fine until I got ready to mount the doorbell into the mount. The Google video says to line up the bottom of the doorbell with the circle on the mounting bracket and then lift up and push the top into the small circular post at the top of the mount. I can't get the doorbell to stay locked into the mount. I've tried several times-- even took the mount off the wall and just tried to mount it to the doorbell while in my hand and it still won't lock in place. Am I doing something wrong? Shouldn't be this hard to get the **bleep** doorbell to lock in place. I can only imagine how much fun it'll be when time to recharge the doorbell. Any suggestions will be greatly appreciated!

[RXShorty]

Hi @Thunder-Mesa 

It does feel wonky the first time, to be honest. 🙂
Maybe THIS video can help you; he first removes it but then shows you how to attach it.

[MplsCustomer · Accepted solution]

@Thunder-Mesa 

Judging from the posts I've seen in this forum about problems with the mounting bracket for the Google Nest Doorbell (Battery)--including a number of cases where the doorbell simply falls off of the mounting bracket and breaks when in use--it seems the mounting bracket design may be deficient.

It is interesting to note that the newly released 2nd gen Google Nest Doorbell uses what seems to be a more durable new mounting bracket design that secures the doorbell with a hex screw (see the video here, starting at about 8:25: https://support.google.com/googlenest/answer/12570869?hl=en).

Some customers have contacted Support (https://support.google.com/googlenest/gethelp) to get their battery doorbells replaced due to defects in the mounting bracket and/or the mounting mechanism on the doorbell itself.

[CoachRick]

I have the exact same problem with the mounting bracket. The set screw won’t reach the mounting bracket to secure it. Tried it on the wall and off. The bracket isn’t long enough. I’m off to Lowes to see if I can find aa longer set screw. I expect more for the price I paid. Come on Google!

[EmersonB]

Hi folks,

@Thunder-Mesa and @CoachRick how's it going with the screws of your Nest doorbell? Were you able to get what you're looking for?

Looking forward to your response.

Thanks for the response @RXShorty and @MplsCustomer.

Regards,
Emerson

[Thunder-Mesa]

Hi. I contacted Google support and they've just replaced my doorbell with a new one again. It's the same version so I'll no doubt be contacting them for another replacement in 6 months time when the mechanism goes faulty again 👀. I don't understand why they didn't offer the newer version as it's the second time they've replaced my doorbell. 

[Brad]

Hi there,

We would replace the item with the same item as it was the device that was purchased. Not all generations of our devices are the same pricing, features, etc. but I hope the replacement you get will not experience the same issue. Please verify that it is installed correctly when it comes time to install the replacement. As for anyone else experiencing this, please reach out to support to see what your options are if your device is still under warranty.

Best regards,

Brad

[Thunder-Mesa]

Hey Brad thanks for the reply. I guess if Google are prepared to keep replacing my doorbell then I'm ok with the fault. It's the second time it's happened btw. I'm on the third doorbell from Google. 

[Brad]

@Thunder-Mesa

Have you contacted support about a replacement? If not, please fill out this form and a higher tier of support will reach out to you.

Best regards,

Brad

[janthadeus]

Hey folks,

CoachRick, we've received your form — thanks for filling that out. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

Thunder-Mesa, I'm checking in to see if you are able to fill out the form. If not, please do so, so we can assist you further with your concern.

Thanks for the help here, RXShorty, MplsCustomer, Emerson and Brad.

Regards,

JT

[janthadeus]

Hi Thunder-Mesa,

Checking back in — we haven't received your form. Were you able to fill it out? Still need our help?

Thanks,

JT

[Thunder-Mesa]

My doorbell has been replaced with the same faulty version for the second time. So in the short term my issue is resolved until the mechanism goes faulty again by next spring which means I'll need another replacement from Google. I've filled the form out but I'm not sure how that's going to help? 

[EmersonB]

Hi folks,

@Thunder-Mesa we got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

I appreciate the help, @Jt and @Brad.

Best,
Emerson

[CoachRick]

No. That size set screw is impossible to find. I mounted it with double sided tape. Looks horrible. How do I get the correct size mounting plate?

[CoachRick]

I am so NOT impressed by Google’s response to our problems. Do we have to take this to Twitter?