cancel
Showing results for 
Search instead for 
Did you mean: 

Nest Cam Outdoor is missing wall plates.

PoppyBill
Community Member

My newly purchased Nest Cam Outdoor is missing wall plates.  Bought two.  Started to install them.  Both are missing wall plates.  

Frustrating.

 

14 REPLIES 14

woodsa
Community Member

I have the same issue.  Purchased one of the Nest Camera (Battery) as a gift.  When starting installation noticed the wall plate was missing.  I contacted support today and was told that since it was over 15 days, unable to get a return.  Also unable to buy a wall plate from the Google Store.  Was told to look at other vendors who may sell a wall plate, but no insight into who that may be and searches so far can't find a replacement. 

So I'm stuck with a unit that is non-functioning. 

PoppyBill
Community Member

ridiculous.  Google should fix the problem they created.  

Brad
Community Specialist
Community Specialist

Hi there, 

 

I apologize for my late response. Thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be. I just wanted to make sure that your issue is addressed. 

  • Do you still need help with this issue?
  • What other troubleshooting steps have you done thus far?

Please let me know if you need further assistance. 

Best Regards, 

Brad.

woodsa
Community Member

Brad, Thanks for reaching out, we're connecting offline for a resolution.

woodsa
Community Member

Brad, Been 2 days with a response offline.  Are we still tracking?

Eric_B
Community Specialist
Community Specialist

Hey there,
Just wanted to hop in here to see if any more help was needed on this. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day!
Eric

PoppyBill
Community Member

Solved.  Nothing more needed. 

woodsa
Community Member

Yes, this is still an issue. Received an email asking to contact live support to address.  Once I connected I receive the same answer of "I'm sorry to inform you that we do not have an option to process the mounting plate from our end. "  Nothing has changed in the past few weeks.   When asked for a refund, even when purchased through the Google store, they are unable to support either.  I have a unit that cannot be used, no matter what.

woodsa
Community Member

Speaking with a Supervisor this evening, once again unable to solve the issue.  "regret the inconvenience caused", etc.  But still stuck with a unit that was purchased that will never work.

PoppyBill
Community Member

Thanks Brad,

There is no "troubleshooting" per se - the part is missing.  Cannot be installed without it.  I see no 3rd party offering it.  I went back to my supplier and asked for help.  We will see.  

Still open

Bill

 

Brad
Community Specialist
Community Specialist

Hi there, folks.

 

I am terribly sorry to hear about your Nest Camera issues! I can imagine it’s been quite frustrating being without a working device. We will need to look into this further in order to best assist you.

 

We will be reaching out to your email on file to collect some information from you. Please respond as soon as you can, so we can get the process started. 

 

Please let me know if you need any further assistance!

Best Regards,

Brad.

PoppyBill
Community Member

Brad,

I purchased two Nest outdoor cameras.  Both were missing the wall plate.  What is the probability that I got the only two boxes that were assembled without the plate?  Highly likely this indicates a quality control problem at the assembly plant.  It's a Google/Nest problem they should recognize it and fix it.  

Bill

Brad
Community Specialist
Community Specialist

Hey folks,

 

I do not process the actual replacement, I only send the request in for one. There are delays and a backlog right now. I do not have any ETA to provide at this time. Thank you for your patience, and we appreciate you bringing your concerns to these Community Forums.

 

Best Regards,

Brad.

Courbcyr
Community Member

Hi Brad - same issue here.  Nestcam Battery.  No mounting plate or screws. Any help welcome !