Flaking Nest Doorbell Facia

[neilmullen04]

In May 2023 I made a warranty claim for the replacement of my Nest doorbell, where the lacquer coating was flaking off the front bezel of the bell push facia, this had originally been purchased December 2021.

I now find, in December 2024 that the replacement unit is flaking in the same way, it has been cared for in the manner advised by the manufacturer - i.e nothing chemical or abrasive used to clean it, just a moistened cloth at most.

When I load the online warranty checker it advises it is out of warranty, having ended 23 December 2023, (which might appear to be 2 years from the original unit purchase?)

I thought (had hoped) the fault with the original unit was a one off, and that the replacement should have carried the same warranty period as the original (2 years?), and therefore be covered until May 2025

Disappointed at the quality of the unit, especially given the price point on them is greater than many competitors, disappointed in the ability to contact and gain response from Google Nest in relation to any replacement of the unit (as it is seen as out of warranty).

Hoping I may gain some guidance and help from this forum through which a solution will be provided?

[MplsCustomer]

@neilmullen04 

If you search this forum for "peeling" or "delaminating" or "flaking", you'll find hundreds of posts on this same issue. All three of our 1st gen Google Nest Hello Doorbells now have a peeling veneer on the front, and since they are all past the 1-year warranty (in our case), we've purchased silicone "skins" on Amazon to cover the peeling shards, since the doorbells otherwise still work.

Judging from other posts in this forum, Google Nest does NOT extend the warranty period when it replaces a device, but uses the warranty period of the original device.

All three of our doorbells also have a failed internal battery, and since they are all past warranty, we've disabled the "Indoor chime" option on all three to prevent them from going offline when the doorbell button is pressed, and rely instead on "Visitor announcements" on our Nest Hubs and Nest Minis. This long, locked thread itemizes this  separate issue:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Hello-Doorbell-cuts-out-when-butto...

[neilmullen04]

So, Google feel it’s acceptable to replace under warranty a piece of substandard kit, with another piece of substandard kit, in the knowledge that if they merely honour the original warranty period you will eventually be stuck with faulty, albeit ‘just’ cosmetic, unless it eventually compromises the camera optics, and maybe be driven to buying a crappy silicon sleeve to go on it!!  I bought Google as I had perceived thoughts of quality in the equipment and if needed service, but I find that I get neither, is anyone able to provide contact details for them where I may actually get a response?

[moralesvicente]

Hello neilmullen04, 

Thanks for reaching out to the Google Nest Community Forum. I'm sorry to hear that your Nest Doorbell's cover is peeling, so don’t worry; I’ll be more than happy to assist you. 

Regarding the situation that you’re experiencing, the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there. 

If you have more questions, please write them down in this post.
 
Best regards,
Daniel 

[neilmullen04]

Form now completed and submitted

[moralesvicente]

Hey neilmullen04, 

We have received the information correctly. Stay tuned; a member of our support team will be in touch over email to help.

Regards,

Daniel