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Misleading Product Specifications - Battery Doorbell

jonen
Community Member

In order to bring awareness to potential buyers, I'd like to discuss the potentially misleading product specifications and product claims that Google has made with the Nest Doorbell (Battery). I just noticed that Brad (Community Specialist) replied to the larger thread "Cold weather concerns with Nest Doorbell Battery", which may not be closed because the final response was deemed a "solution".

I know there are many unhappy users here, and the main issue is that the Nest Doorbell (Battery) is advertised to "Say hello while you’re away", but many customers around the country are faced with extremely fast battery drain and no way to charge the doorbell without removing it and bringing it indoors. This situation leaves areas vulnerable, which is counterintuitive to buying a doorbell camera.

If the minimum charging temperature is 32°F (0°C), this needs to be prominently displayed on the product page. I would suggest even adding a cart warning prior to final checkout.

 

I'm extremely unhappy with my purchase after waiting months to "upgrade", and I hope Google does right by its customers by offering a refund/credit/return allowance ASAP.

22 REPLIES 22

CastenS
Community Member

It's not just the doorbell camera Google has problems with. Look at the disaster for the Pixel 6 phone. I have a pixel 6 pro and still can't get the fingerprint sensor to work most of the time. 

Google is rushing out products and not properly testing them. Google customers service team is terrible to work with. All they do is read pre-manufactured responses of their screen. 

I am loosing faith in Google to fix any hardware issues. They simply don't have the expertise in hardware.

jonen
Community Member

That's really unfortunate. I've been using iPhones for years now, but I've generally had respect for Pixel launches since they're touted as best-in-class for the pure Android experience.

Trooper9520
Community Member

🙄😠 Google's version of a solution to our last thread:

Hey folks,

We appreciate the feedback on our battery Cameras and Doorbells. Our team is looking closely into this behavior, and we will continue to pass along reports we see here in the Community. To learn more about cold weather battery charging behavior in Nest cameras and doorbells, please stop by our Help Center.

Best regards,
Brad.

Can someone please explain to me what exactly was solved with this answer from Brad, to justify their closing down the previous thread!?  As an owner of two of these doorbells, I'm still waiting for Google to offer an actual solution.  Saying you are passing the info along doesn't quite cut it in my books.

Cpr9999
Community Member

I am thinking they pay Brad to close these threads ASAP.  

Brad tell your leadership to solve problems with products first, please!

mpb65
Community Member

So any updates on this issue as the cold weather approaches?

CastenS
Community Member

I am pretty much done with google hardware. 

 

Brad
Community Specialist
Community Specialist

Hi there, 

I apologize for my late response, and thank you for all of your patience while waiting for a reply. I understand how upsetting this may be, and I'm happy to assist you with this. Here is a great article on cold weather charging for your Nest doorbell (battery) or Nest cam (battery). Please let me know if you need further assistance. 

Best regards, 
Brad

CastenS
Community Member

Hi, this us exactly where the problem is. Google is selling a product without any warnings that is not suitable for Canadian Climate 5 month out of the year, and Google is not taking any responsibility for misleading us.  I bought my doorbell camera  last year way before google admitted this problem exists. And I am not stuck with a brick expensive piece of JUNK. 

 

Trooper9520
Community Member

Hi Brad.  Thanks for sharing the article.  It would have been nice however, to have disclosed this before selling these doorbells to those of us in colder climates.  How will Google be compensating those of us who purchased these units without  this information, and now find ourselves with doorbells that don't function during the winter? 

Telling us what we already know isn't enough.  Google needs to make this right.

jonen
Community Member

Brad,

There is an "Accept as Solution" button available to me as the OP, but I will not click that button based on this response. The article does not solve any of our issues at all, and I want to make it 100% clear that the article was NOT available to us prior to purchase. It was not available last winter while we were experiencing all of these issues either.

I will not speak on behalf of others at this time, but we still require further assistance from you and/or Google. It is absolutely unacceptable that Google would sell, and continue to sell this product, with such a limitation. I would personally be willing to upgrade to the new Nest Doorbell (Wired) if I was given a substantial credit, but I also know that many users who bought this specific battery doorbell do not have the option to hardwire a video doorbell.

 

Please respond ASAP with some appropriate corrective actions.

Brad
Community Specialist
Community Specialist

Hey there,

We’re always looking for ways to improve, and appreciate your feedback. You can send it at any time using your devices by saying, "Hey Google, send feedback," or by following the steps found here

Best regards,
Brad

Trooper9520
Community Member

Hi Brad,

I see they've trained you well.  Your latest reply is one that would impress most politicians in it's graceful sidestepping of the actual issue.

Before you close this thread again claiming it's been "resolved" (it hasn't), please answer this simple question: will Google be compensating those of us who purchased these units without this vital information, and now find ourselves with doorbells that often don't function during the winter? 

Thanks

Brad
Community Specialist
Community Specialist

Hi there,

 

Thank you for sharing your experience thus far! I just wanted to pop in and say that the 'Accepted Solution' option can be used for us to highlight a response with helpful information, like a contact form, for example. I understand that some users might find this confusing, but please follow the forms and links we have provided so a higher tier of support can reach out to you about your experience.

 

Best regards,

Brad

jonen
Community Member

Hi Brad,

There haven't been any contact forms or related links with helpful information provided on this thread. I know someone quoted a response from another thread, but I (and I believe many others) am still waiting on a solution or guidance on how to get our purchase refunded and/or credited towards a product that actually works in the expected conditions. Again, the issue is not understanding the battery charging behavior in cold weather. One of the primary issues is that Google advertised and sold this product without disclosing this information to the general public. The article you linked last Thursday was not available prior to the product launch, nor was it available last winter when so many of us were having struggles with a non-functional doorbell.

Please provide additional assistance and/or a higher tier of support to help us find a solution. 

CastenS
Community Member

We have all seen what google is saying about the battery. Google is pretty much confirming what we all have been saying. However google has offered NOTHING to make things right. I purchased my doorbell way before google had the limitations public and if I had known, would not have purchased this product. Now we are starting another winter season and once again, from December to April, I will have an expensive piece of junk hanging outside my house with no function. 
Brad, would buy a product you can only use 7 out of 12 month? 
I paid 100% of the product so my expectation is that the product will work at least 97% of the time. Not 55% 

I don’t think we are unreasonable but we feel ignored by googles lack of responds. 

Trooper9520
Community Member

Question; why would one click on a link called "accepted solution", when there has been no solution?

Honestly folks, it sounds to me like we are just being directed somewhere else, so that this thread can be closed.  

Here's a suggestion Brad, have your "higher tier support" people address the issue in this open forum for all to read instead of sweeping our complaints under the rug by moving the discussion elsewhere.

Thanks.

 

*reply edited for spelling

Brad
Community Specialist
Community Specialist

Hi there,

 

I wanted to thank you all for sharing your experience, I understand that we are not able to help all of our users, but I would love for you to reach out to support, so you can get the help you require. There are some things that we aren't able to assist with in the forums, so we ask you reach out to support, as they can assist with things that we cannot. Thank you for your patience, and thank you for reaching out to us to share your feedback.

 

Best regards,

Brad

Trooper9520
Community Member

Hi Brad.  

 
Is support authorized to do something other than troubleshooting?  Are they authorized to do refunds or exchanges to a more appropriate product for those who purchased without full knowledge of the limitations of the product?
 
I hope you won't be closing this thread until things are "actually" resolved (which they aren't).  Just give us a real answer!   Honestly Brad, it feels like our complaints are being swept under the carpet.  It seems we are been bounced to another department where we will likely be told "sorry - wish we could help".  If that's the plan, then why not just say it publicly right here, so we don't waste our time on the phone for nothing!

Brad
Community Specialist
Community Specialist

@Trooper9520

 

Thank you for sharing your feedback! We are always looking to improve. As we cannot accept your personal information here, as it is a community forum, we have our users security and privacy to maintain. That is why we are not able to process those requests here for that reason. 

 

Best regards,

Brad

Trooper9520
Community Member

Hi Brad.  I get it about privacy concerns, but personal info aside, you didn't answer my actual question:

"Is support authorized to do something other than troubleshooting?  Are they authorized to do refunds or exchanges to a more appropriate product for those who purchased without full knowledge of the limitations of the product?"

CastenS
Community Member

It's now Nov 7. My doorbell is DEAD since it has been cold for days. And now fix from Google. 

I am beyond pissed at this time. 

Chas42
Community Member

Like others here, I expected my doorbell to record video - i.e. "operate" - within the specs listed on the box. 34 F is far from the lower range of -4 F. My Nest Aware subscription is also pointless - this is the only Google device I have with a camera. What are the chances that those of us with pointless cloud recording costs are refunded when Google hardware doesn't work?

Yeah, I know - it's a rhetorical question.