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Nest Doorbell (Battery) Locking mechanism stuck, won't mount anymore.

DrakeT
Community Member

So the locking mechanism on the back that's suppose to pop out to attach to the mount got stuck, I contacted support and got a replacement on Jan 15th 2022.

I just recently found out the exact issue happened again to my replacement but they said the warranty ran out a month ago and couldn't do anything about it. (Oct 14th)

First of all, kind of annoyed my warranty was only 9 months and that there's literally no fix for this issue that support suggests other than "Go buy a new one"

I asked for a 50% discount or something but they just kept repeating "Sorry, check the website for offers. Buy a new one"

No videos or help on opening up and fixing the device, or maintenance service to repair the locking mechanism. Absolutely unhelpful! Support needs better advice on an issue that's clearly inherently built into the product.

8 REPLIES 8

MplsCustomer
Bronze
Bronze

@DrakeT 

Google Nest uses the warranty on the original device, not the replacement device.

However, in this case the problem is clearly a design flaw in the mounting mechanism for a doorbell that has to be regularly removed to charge. Other customers in this forum have reported the same issue. In fact, with the new 2nd gen Google Nest Doorbell (wired) that was just released, they are now using a hex screw instead of the snap-on mechanism on the battery doorbell. See the new install video at about 8:20:

https://support.google.com/googlenest/answer/12570869?hl=en

Hi folks,

 

I just wanted to jump in real fast to see if you saw MplsCustomer's reply and to see if you still needed some help on this or if you were able to get it sorted out. If you are still needing some help, just let us know and we'll be happy to continue helping.

 

Thanks for the help here, MplsCustomer.

 

Regards,

JT

@janthadeus 

I did not provide any information that would enable @DrakeT "sort out" the failure in their mounting bracket.  It's a design flaw subject to repeated failure.  Google Nest recognized this when it used a different design with the new 2nd gen wired doorbells.  The fair thing to do in this case would be for Google Nest to offer the customer another replacement.  Telling the customer they have to throw out their new video doorbell because the mounting bracket keeps failing is NOT good customer service.

As MplsCustomer mentioned, there is literally no solution other than for me to buy a new one. Which is ridiculous and completely unhelpful.

janthadeus
Community Specialist
Community Specialist

Hey there,

 

MplsCustomer, thanks for the heads up. We hear you — rest assured that we'll take note of it. We'll ensure that we'll learn from the user’s experience as we continually improve our products and services.
 

DrakeT, I know how you feel about this. We'd like to check other options for you — could you fill out this form and let me know once you're done?

 

Looking forward to your response. 

 

Best,

JT

janthadeus
Community Specialist
Community Specialist

Hey DrakeT,
 

We haven't received your form. Were you able to fill it out? Do you still need help?

 

Regards,

JT

aatienza
Community Specialist
Community Specialist

Hey folks,

 

Do you still need with your device? If so, please fill out this form.

 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey there,

 

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie