Has anyone managed to have a stolen doorbell replaced?

[jamiebull1]

We bought and installed a Nest doorbell when we moved into our new flat. Almost a year later the doorbell was stolen from the wall outside our door. We reported it to the police immediately, and contacted google to arrange for a replacement to be sent out, as this was mentioned in the promotional materials and in fact was the main reason we chose a nest doorbell.

However, since this point we have been given the run-around. Entirely understandably, google requested a copy of the police report which we sent. Only to have them say that what we sent was not the police report. I´ve now wasted a huge amount of police time contacting them with google's response, only to have them tell me that what I sent was in fact the police report. This is now getting ridiculous, as I would think that the Metropolitan Police know what a police report is, and to have google tell me otherwise is kafkaesque.

So my question is has anyone ever had google follow through on their promise to replace a stolen doorbell, or is this entirely a marketing scam and never intended to be honoured?

[David_K]

Sorry to hear you're experiencing issues with this. It is still active and is documented here:

What to do if your Nest cam or doorbell is stolen - Google Nest Help

Do you have a case number from your interaction with Nest support?

[jamiebull1]

I've followed those steps which is why I requested and then sent the police report. The case number is 9-2736000034391

[David_K]

Sure thing. I've asked a specialist to review this topic and advise on next steps. Just so you know, it may take a short while for them to do that.

[zoeuvre]

Hi everyone, 

@jamiebull1, thanks for bringing this to our attention — this is not what we wanted you to experience. 

Don't give up on us yet. We'd like to further check on this. Could you fill out this form and let me know once you're done?

I appreciate your help, @David_K. 
 

Best,

Zoe

[jamiebull1]

Thank you both for taking an interest. I have managed to get through to speak to someone named Cath and sent her both the police report that is apparently not a police report and the email from the police confirming that it is in fact a police report, and escalated the case. Rather than have two cases going on, I'll wait and update here if there is a resolution. 

[zoeuvre]

Hi jamiebull1, 

Thanks for keeping me in the loop. We want to make sure that everything will be taken care of — I’ll keep this thread open and wait for your update.

Regards,

Zoe 

[jamiebull1]

Hi Zoe. I just received an update from Cath saying:

"Hello Jamie,

Thanks for reaching out to the Google Nest Customer Care Team.

I hope you're doing great today. This is a follow-up on your issue with the Nest Doorbell. I've got an update from our product specialists and they conducted a careful review of your request however they declined it. I would like to extend my sincerest apologies for the inconvenience. "

No reason given, no further information. Just saying no with a worthless apology. 

[jamiebull1]

I've filled out the form as you requested @zoeuvre. Hope you can help resolve this

[zoeuvre]

Hi there, 

Thanks for the update. We got the form you've submitted — thanks for filling that out. We'll check more on your case so we can get everything sorted out. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.
 

Cheers,

Zoe 

[jamiebull1]

For anyone following along, latest update is this:

Hello Jamie,

This is the response of our next level of support. I've asked them what type of police report they require from you.

"We are unable to provide these details of what a valid police report is to the customer. The police department the customer is in contact with will be able to provide a valid police report.".

So they're saying that the police know best, but at the same time are saying that what the police provided isn't right. I'm going around in circles here! 

[H_ml]

Thanks for making this public, absolutely terrible service. Has put me off buying one.