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Google nest doorbell warranty claim - no response

jgazzard
Community Member

My nest doorbell fell off the door and broke. It's under warranty but the claim department are impossible to contact; I've filled out the form and tried callback and chat function to contact Google but everything is ignored or times out. I can see there are A LOT of similar cases to mine. How is this the standard???

Someone please point me in the direction of where I can have this resolved?

8 REPLIES 8

Lance_L
Community Specialist
Community Specialist

Hello jgazzard,

 

I’m sorry to hear you’re having trouble with this. I genuinely understand the inconvenience you have faced. I’d like to dig deeper into this. Do you have the case ID from the warranty claim, so I can check what happened?

 

Keep me posted.

 

Best,

Lance

jgazzard
Community Member

8-8973000034812

Lance_L
Community Specialist
Community Specialist

Hi jgazzard,

 

Thanks for getting back to me with the case ID. Our team will reach out to you via email to further assist you.

 

Regards,

Lance

jgazzard
Community Member

Is this the same service team who were supposed to get back to me in the first place or a different team? How do I have any guarantee it's going to happen? There are posts in this forum indicating they have waited upwards of 1-2 months for initial email contact from the warranty claim department. 

Lance_L
Community Specialist
Community Specialist

Hey jgazzard,

 

I totally understand the inconvenience you have faced. Our support team is different from the warranty claim department to which you reached out before. Rest assured, they’ll get back to you as soon as they have more information to share.

 

Best regards,

Lance

jgazzard
Community Member

Thanks for confirming Lance!

Lance_L
Community Specialist
Community Specialist

Hi jgazzard,

 

Sure thing! I’ll report back here as soon as I have an update for you.

 

Cheers,

Lance

Lance_L
Community Specialist
Community Specialist

Hey jgazzard,

 

Just a quick update. Our support team has sent you an email with instructions for processing your replacement. You can continue the conversation there if you have any questions.

 

Best,

Lance