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Nest Door Bell Peeling

NP2
Community Member

I contacted support via chat and was provided a replacement (this was done in spite of my product being out of warranty which I do appreciate).  In the midst of submitting the replacement order, I confirmed with support that the replacement would be a refurbished unit.  Subsequent phone calls were placed into support requesting a manager call back for two reasons - to report a customer service agent that threatened to cancel my replacement and the other being a request to provide the 2nd Gen product as a replacement.  Not only did a manager not return my call, I had agents repeatedly tell me the same thing (like for like replacement is a Google policy, refurb product thoroughly tested etc...) and hang up the call stating they had other customers waiting.  What is to say that the replacement will not peel?  Why not save customers the hassle of pursuing an issue that could re-surface and instead provide them a solution that eliminates the problem all together?  Very, very disappointed with support and management, especially after spending several hours across multiple days to no avail.

11 REPLIES 11

MplsCustomer
Bronze
Bronze

@NP2 

Google Nest's warranties allow it to to give us refurbished devices on warranty replacements. For example, the Nest Hello warranty says:

"If a defect covered by this Limited Warranty arises and you return your Google Product as directed by Google during the Limited Warranty period (which is one year for new Google Products and ninety days for Refurbished Google Products), Google will elect in its sole discretion and to the extent permitted by law to repair your Google Product using new or refurbished parts, replace your Google Product with a new or refurbished Google Product functionally at least equivalent to yours, or accept the return of your Google Product in exchange for a refund of the purchase price you paid for your Google Product."

We have 3 Nest Hellos. The oldest was a warranty replacement back in July 2020; it is not peeling, but another newer one is.  Google Nest says it "cannot" replace our Nest Hello that is peeling because it is past the 1-year warranty, so we bought silicone skins on Amazon.

aatienza
Community Specialist
Community Specialist

Hey NP2,

 

Oh no! This is not the experience we want you to have. Could you tell us the case ID from your interaction with our support team so I can take a closer look?

 

I appreciate the help, MplsCustomer.

 

Thanks,

Archie

NP2
Community Member

Thank you for your reply.  Based on your experience with the doorbells - one peeling and the other not, would it not be better if they replaced the product with a new product where the issue being reported has not been logged??  These devices are not cheap.....

@NP2 

I wish they would at least offer a discount on the newer model, and have suggested that. The internal battery on all 3 of our Nest Hellos (which most customers don't even know about) has failed, causing the doorbell to go offline for a minute when the doorbell is pressed. The workaround is to turn off the "Indoor chime" option and instead turn on the "Visitor announcements" option and rely on announcements on our Nest Hubs and Nest Mini; Google Nest says they "cannot" replace these either. But my guess is that the 2nd Gen Google Nest Doorbell probably has an internal battery as well.

At least we have workarounds and can still use them for now.

NP2
Community Member

Are you able to get me the 2nd gen Nest doorbell instead as a replacement?

Brad
Community Specialist
Community Specialist

@NP2
 

Thank you for sharing your case ID with us. Unfortunately, if your device is no longer under warranty, we aren't able to offer a replacement. We're sorry for the inconvenience. If you wish to inquire further, please feel free to reach out to support

Best regards,
Brad

Ebedia
Community Specialist
Community Specialist

Hello everyone,

 

@NP2 I'm dropping by to ensure that everything is covered here. I've checked your case and seen the notes from the senior support, indicating that they've processed your replacement. Were you able to receive it? Feel free to provide an update here.

 

I appreciate the help, MplsCustomer, Archie and Brad.

 

Regards, 

Emerson

NP2
Community Member

To re-iterate, the reason for my post was two-fold.  First, offering a like for like refurb product for an issue that is prevalent and known.  Second, the attitude of support in general (agent threatening to cancel my replacement, managers not returning my call).  Yes, I have received the replacement.  However, I am dumbstruck with support's attitude and behavior and policies that do not guarantee that a customer is left with a product where the issue being reported is fixed/eliminated.  And BTW, take note the Nest Door Bell I have is more expensive than the 2nd Gen product!

Ebedia
Community Specialist
Community Specialist

Hi NP2,

 

Thanks for getting back to us and for sharing with us your update about this issue. We're glad that you already got your replacement unit. I know where you're coming from and this is not the experience we want you to have. Don't give up on us, we hope we can make it up to you in the future. Let us know if you have more questions in mind.

  

Thanks,

Emerson

NP2
Community Member

Thank you for your response.  As for making up in the future why not in the present?  And that would be by getting me the 2nd gen Nest door bell in lieu of the replacement I got.  I think I know the answer but thought would bring it up in light of the "make it up to you" comment.

NP2
Community Member

Case ID 5-2556000034077.