On 2/14/2024 I contacted support with the issue of the doorbell not locking into the base bracket. I was told that the product needed to be replaced, but was not under warranty. The agent put me on hold to escalate this to a supervisor. After escalation, I was sent an email offering to replace the device. I could choose "Advanced Exchange" or "Standard Exchange". I chose Advanced Exchange and was asked to send the rep my address and phone number. I provided this information and was told that I would get an RMA email that has a link to place the replacement order. On 2/15/2024 I called back as I had not received the RMA email. After waiting on hold for another hour and explaining the entire issue again, I was told that the previous agent had made a mistake and there was nothing that could be done through Google. I understand that the product is out of warranty, but I was told that they escalated the issue and they were making a customer service exception to take care of me. I have all the emails with this information and the offer of Advanced Exchange. I believe Google should honor the customer service exception offered to me on 2/14/2024.
