08-01-2023 03:12 PM
Hi,
I lost the metal plate to my google nest doorbell (battery) again and I cannot mount it without it. Can I get a replacement plate?
Thank you!
08-01-2023 03:59 PM
My device has a faulty mounting bracket. The device is completely unusable due to the proprietary design - it is magnetic and has specific tabs to let the device know that it's mounted to these particular mounting brackets only available from Google.
For several weeks I have been escalating the issue with Google Support, as the device is still under warranty and eligible for replacement parts or an entire replacement (which Google Support have determined is necessary as they don't supply spare parts).
However it appears that the replacement process is continuously being blocked by Google Support who clearly don't understand Australian Consumer Law or Warranty Obligations. The Australian Continent is completely ignored by Google Support and all channels of communication available are unable to reach the higher level Australian Support Team.
Moderators of this forum appear to ignore these threads and their attempts to refer the matters to Google Support do not seem to have any impact.
In short, Google have manufactured a device that will only function with their proprietary mounting bracket. They refuse to supply spare parts even though they are required to under both warranty and law. Your device may be eligible for an entire replacement if the mounting bracket is faulty (as there is a known issue with some).
I've documented my attempts to reach the appropriate area of Google Support in the thread below:
08-06-2023 02:28 PM
Hello cwcw,
I'm sorry to hear about your experience with your Nest doorbell (battery). We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.
@zero_sum, our team has already contacted you via email with instructions on how to return your defective Nest doorbell for a replacement. Please follow these instructions carefully.
Best,
Edmond
08-07-2023 10:07 AM
Hi Edmond, I have completed the form. Thank you
08-07-2023 01:01 PM
Hi there,
We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon.
Best,
Edmond
08-10-2023 08:04 AM
Hi Edmond,
Will the team be reaching out via email? It has been four days since I submitted it.
Thanks,
Corey
08-10-2023 02:06 PM
Hi there,
Oh no, I'm sorry to hear that. I’ll check with our support and get back to you once I get any updates from them.
Regards,
Edmond
08-13-2023 03:16 PM
Hey there,
Sorry for the inconvenience and thanks for your patience. We’re still waiting for an update from our Support Team about your case.
Best,
Edmond
08-15-2023 07:56 AM
Hi Edmond,
Thank you for the update. How long are response times usually?
Thanks,
Corey
08-21-2023 09:28 PM
Hi Edmond,
Considering that it has been 3 weeks, should I assume that my query will not be addressed and I should find a different way to solve my issue?
Thank you
09-01-2023 03:27 PM
Hi everyone,
@cwcw, I've seen that you have been assisted via email. I'll consider this post as complete and let's continue working on that channel so we can assist you further. Feel free to start a new topic anytime you need assistance with your Nest devices and the Community would gladly lend a hand.
Thanks for answering, Edmond.
Cheers,
Emerson
09-01-2023 03:43 PM
Yes, they were unable to help me so we can complete this post.
09-02-2023 03:40 PM
Hi cwcw,
I really wish I could do something about this and I appreciate your honest thoughts. Feel free to reach out if you need assistance with your Nest devices and the Community would gladly lend a hand.
Regards,
Emerson