cancel
Showing results for 
Search instead for 
Did you mean: 
Replies are disabled for this topic. Start a new one or visit our Help Center.

Lost Mounting plate for my Google Doorbell (battery)

Maxx_D
Community Member

I have recently accidentally misplaced the base and the wedge of my Nest Doorbell Battery model . I had moved it between my previous rented home to my owned home and thought it would be the same as my Nest Doorbell (wireless), but when I tried to fit it to my older Doorbell base plate, I found they do not fit (I should have checked earlier). To complicate matters, the doorbell camera can't even be turned on without being mounted (I could have taped it).
Recently, I had requested for a replacement mounting plate for it and I received the replacement plate yesterday, but unfortunately the mounting plate was for a regular Nest Hello Doorbell.. it is much smaller sized than a Nest Doorbell battery. (RMA85618424)
I immediately informed Google, now I was tol by the Google CSR today that it cannot be replaced.. I tried to reiterate, that it needs the mounting plate to be turned on, else I could have just taped it to the door, but to no avail.. Dont understand the logic here, it wasnt my mistake that I was sent a wrong one.. Its too expensive to be thrown away just for the missing plate.. And I have atleast 20 Google devices(3 Indoor cameras, 1 outdoor camera, 2 Nest Hello, 1 Nest thermostat, 3 Nest Protect, 5 Google Home mini, 1 Google Home, 1 Home hub, so you see i am invested in the Google Home eco space ).. Please help

14 REPLIES 14

Maxx_D
Community Member

BTW, I searched bestbuy, ebay and amazon for replacement plate but couldn't find anywhere.. so the $150 doorbell is just lying unused.. If only it could be used without a mount, I could have stuck it too the door with a tape

jkwilcox
Community Member

You're not alone Maxx_D, I bought 2 "Nest Doorbell Battery" (I also have Nest Cameras and Nest Hello Doorbells, by the way). One of the two "Nest Doorbell Battery" arrived with a faulty plate (the hole didn't fit right, so the little push-up button didn't click or push up 100%). So the plate would randomly come loose on its own, causing the "Nest Doorbell Battery" to appear off/offline.) What was the easiest and cheapest solution? Switch the plate, correct? Incorrect! Well, just as it happened to you, they do NOT have a way to send you just the blessed plate. The customer service offered me to change everything (the doorbell and its plate). It wasn't a bad solution, but unfortunately for a family issue I couldn't stay without the camera (doorbell , not even 2 days). I explained my family issue and they told me that they were going to escalate the problem to another area. I told them that I prefer to use that alternative, which clearly meant waiting for them to give me another solution (just send me a new PLATE). But after 2 and a half months there was no way they would send me a single PLATE. Incredible true? Finally, I paid to enlarge the hole in the plate, so it will clicks and thus prevent the plate from loose on its own. It is inconceivable, but this is how "the product chain" of a giant company like Goolge works. It is definitely an unflexible and totally hermetic "product chain", totally incapable of reacting to problems that were so easy to solve. In other words, the employees are not allowed to think, and a simple, quick and practical solution is hindered by following the manual that wastes the time of the customers and wastes the money that finally affects the price of the products. that we the customers pay. So, you are not alone, Maxx_D.

Maxx_D
Community Member

for me the option to send back the device for a full replacement wasn't even offered as a resolution.
I mentioned to the CSR that earlier, for a replacement I was offered this option and if I can avail the same, but it was refused and I was asked to look into local stores or online.. I asked which online store sells just the replacement plate, since I couldn't find it in any of the known ones.. but they couldnt reply.. I asked him so are u suggesting I just throw a $150 device away for a $10 plate not available? the reply was to look in the local stores again..
I was really happy with all my previous interactions with Google, they were really very helpful.. only this response was a bit awkward..   infact in this case also, they were very prompt in sending the replacement plate, which turned out to be a for the wrong doorbell tho. 

jkwilcox
Community Member

I am speechless Maxx_D. I bet as if my words were taken from me (John 10:1)
Perhaps in my case I was offered a full replacement because the MOUNTING PLATE was DEFECTIVE upon arrival. As you said, I've always had good responses from CSR, but this time it seems to be tidal waves with the "Chain of Production". I also remembered trying to find the mounting plate online with no luck.
I wonder if you have read the full warranty conditions. I bet (I mean, I know) that the warranty includes a complete solution for you (the complete package), but you must find it before the warranty coverage time expires.

Maxx_D
Community Member

Adding the contributors and specialists   @aatienza , @janthadeus @Brad , @SteveT1  who had helped others with similar issues earlier 

Brad
Community Specialist
Community Specialist

Hey there,

 

Thank you for your patience! Sorry for the lack of response. Unfortunately, we do not process Warranty/Replacement Requests in these Community Forums. If you are seeking a replacement, please contact Support

 

Best Regards,

Brad

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in to see how the conversation is going, and to check and see if you have reached out to Support yet?

Best regard,
Brad

Maxx_D
Community Member

Hi Brad, I wasnt checking the community for some time. If you have seen my first post, you will find that I had first contacted the support.. Chronologically:
1. Opened the support site
2. Filled in all the details and selected chat.
3. In the chat the person took all the details and the pictures of the device and said it will be delivered to me.. I was overjoyed
4.  The base plate arrived but it was one for the older Nest Doorbell, which I already have
5. I opened another chat session and told the same to the CSR
6. He tried for some time, checked my google home account and then concluded that it cant be replaced and also told me to procure from outside.. I told him which online site or retail store sells just the base plate and he couldnt answer.. he escalated it to his superior without any help and I got the same reply. He said, we cant just replace the base plate.. I told him that just a month back, I had broken the plate for my Nest Cam Wired (2021) and was told to send back the whole camera and got a full replacement. aCan this be done here? he said it couldnt, I asked then how was it offered for the other one, since both were the latest Google Nest devices. He couldnt answer. Just asked me to check back a few days later.

 

janthadeus
Community Specialist
Community Specialist

Hi Maxx_D,

 

Thanks for following up. Keep us posted.

 

Regards,

JT

janthadeus
Community Specialist
Community Specialist

Hi folks,

 

Thanks for your help here, Brad.

 

We haven't heard any updates from you. I'll go ahead and lock this thread in 24 hours. If you happen to have the same concern feel free to reach us out here or start a new thread.

 

Best,

JT

Please dont close it yet.. Still waiting for a solution

janthadeus
Community Specialist
Community Specialist

Hi Maxx_D,

 

How's it going? Still need our help?

 

Best,

JT

Finally i managed to convince the manager of the support team to provide a full replacement of the device.

I had to show the contents of this post to her as well.. 

You can close the thread

janthadeus
Community Specialist
Community Specialist

Hi Maxx_D,

 

Cool, we're glad to hear that! I'll go ahead and lock this thread now. Feel free to create a new one if you have more questions or have other concerns in the future.

 

Cheers,

JT