Doorbell replacement credit card charge.

[JonrII]

Beware. Couldn’t get my new doorbell to connect to the home app during set up. Chat support also couldn’t figure it out and so deemed the doorbell defective and offered to replace it since it was brand new (I found out on my own after the fact that the issue was due to me using a Google Workspace acct for my Google Home. I switched to my personal gmail and the other camera I was installing connected right away.)
Anyway, to late to discontinue the replacement as chat said it’s not reversible, chat also assured me my credit card wouldn’t be charged for the replacement doorbell unless I neglect to return the “defective” one to Google within a number of days. However as soon as I agreed to receiving a replacement via the email chat support sent, my credit card was charged. So, at this point I’ve paid twice for a doorbell.

[MplsCustomer]

@JonrII 

I'm just another Google Nest customer, but on warranty replacements, Google Nest places a charge on your credit card for the replacement camera or doorbell until you send back the original camera or doorbell.  You may have to decide whether you take out the original and send it back, or just send back the replacement.  I see some posts in this camera about customers waiting a long time after they've sent back the camera or doorbell before the charge is reversed.

[JonrII]

Thanks!

[virnab]

Hi JonrII,

Thank you for reaching out to our community.

I’m sorry to hear that you couldn’t stop your request of your Google Nest Doorbell with battery replacement after checking on your own that the inconvenience was due to using a Google Workspace account for your Google Home instead of using your personal gmail to connect your device. I understand that a Google agent assured you through the chat that your credit card wouldn’t be charged for the replacement doorbell unless you neglect to return the “defective” one to Google within a number of days. However, as soon as you agreed to receiving a replacement via the email chat support sent, your credit card was charged. So, at this point, you’ve paid twice for a doorbell. I would be more than pleased to help you with this inconvenience, so don't worry.

Thank you MplsCustomer for your kind cooperation in this community.

Google has available two ways of exchanging: standard exchange and advanced exchange. I can see that you chose Advanced Exchange Mode; this option requires an authorization hold on your payment method in the amount of the product to exchange. Once the original device is returned to Google, the authorization will be reversed. If Google receives the return after 21 days, Google will then re-authorize and charge your payment method; however, if the return is received at a later date, Google will automatically refund the charge upon return receipt as long as the return content is the correct product. 

Please note that an authorization hold is not a charge, so funds won’t be deducted and transferred to Google as long as the return is received within 21 days.

My team would like to know more about this behavior. When you get a chance, please fill out this form. Remember to include the link to this post. Let me know when you’re finished. From there, we'll contact you via email. 

Let me know when you're finished. Your confirmation is crucial to ensuring that I can follow up on your case effectively.

Best regards,

Virna

[JonrII]

Thank you so much for the quick reply. The 1st doorbell was received by Google on 11/19/24, and I don’t see the Google charge/pre authorization on my bank account any longer. Good to go👍🏻

[virnab]

Hi JonrII,

Thank you for sharing with us this good news! I’m so happy to know that the process of exchanging your Google Nest Doorbell with battery replacement was successfully completed, under the terms Google agreed with you.

If you need any further assistance with your Google Nest products, please feel free to contact us.

Best regards,

Virna