Google doorbell fell off mount and broke lens

[ereidlin]

The doorbell was installed several days ago (it was a Xmas present). Came home last night  and my wife pressed the doorbell and it fell off the mount and the lens broke. Doorbell still works but no camera. Doorbell was fitted as per the instructions. Your advice please.

[MplsCustomer]

@ereidlin 

I've seen other posts regarding the battery doorbell falling off of its mount.

You could try contacting Support, using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[ereidlin]

Thanks for the info.

[EmersonB]

Hello folks

@ereidlin, thanks for reaching out here in the Community. We'd be happy to take a look into this for you. Please fill out our Contact us form with all the needed information. Let me know once you’re done.

I appreciate the help, MplsCustomer.

Regards,
Emerson

[ereidlin]

G'day EmmersonB, I have just submitted the Contact us form from your link. Thanks for responding. Regards Errol

[zoeuvre]

Hi ereidlin, 

Thanks for the update. We got the form you've submitted—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 more. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.

All the best,

Zoe

[EdmondB]

Hello Ajpnyc, 

I'm sorry to hear about your experience on your Nest doorbell. We'd love to help you out with this. Could you please fill out this form? Once you're done, just let me know.

Best,
Edmond

[EdmondB]

Hi there,

Just a quick check-in to see if you got the chance to fill out that form. We haven't received it yet, but no worries if you haven't had the time. Just want to make sure everything is all good!

Thanks.
Edmond

[Ajpnyc]

This same thing happened to us, our doorbell is under warranty and we have filled out all of the online forms but have not received a response. When I tried to submit the last form asking someone to contact me, it said to try again during support hours, but none were listed. This is super frustrating!

[ereidlin]

I have been in touch with the Google Nest Support team via emails and my problem has been successfull resolved under warranty. My experience has been very positive. I hope that Ajpnyc's has had a similar resolution. Thanks Google team.

[EdmondB]

Hey everyone, 

@Ajpnyc, we have received the completed form. Someone from our support team will contact you via email to help you. Please let me know if you have any further questions.

@ereidlin, i'm glad to hear that everything's sorted out now. If you need anything else, just let us know we're always here to help.

Cheers,
Edmond