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Nest Doorbell Delamination

NateL
Community Member

Hello, 

 

My Nest Doorbell is not quite 2 years old and the front plastic is delaminating. Is there a way to send it in to be fixed? We have a 4 Nest products and this is the only one to have an issue like this. It doesn't sit in direct sunlight... or cameras do and they don't have this issue. 

 

Thanks.

- Nate

9 REPLIES 9

MplsCustomer
Bronze
Bronze

@NateL 

With your post, there are now 21 threads about "delaminating" Google Nest Hello Doorbells and 270 threads about "peeling" Google Nest Hello Doorbells in this forum. One of our Nest Hello doorbells--20 months old--is peeling.  That Nest Hello and another one of ours also won't ring the internal chime anymore due to a failing internal battery (another defect with hundreds of posts here in this forum). It certainly seems both are clearly known defects.  Google Nest says they "cannot" replace them if they are more than one year old.

In previous posts, I've suggested that customers with Nest Hello doorbells that are peeling--or failing to chime due to a failing internal battery--be given a discount on a new, re-designed Google Nest Hello Doorbell that has a user-replaceable internal battery obtainable from Google Nest and that corrects the susceptibility to peeling. So far, no one from Google Nest has responded.

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 frustrating your situation must be, but because the device is outside of warranty time frame, we cannot offer you a replacement. If you have further questions or concerns, please reach out to Support

 

Best Regards, 

Brad.

You said:  "because the device is outside of warranty time frame, we cannot offer you a replacement".  "Cannot"?  Isn't Google Nest really saying: "even though hundreds of customers are encountering this product defect, Google Nest will not offer a replacement or a discount on a new doorbell"?  Nothing is stopping Google Nest from standing behind its product.

NateL
Community Member

What criteria do you use to determine who gets out-of-warranty replacements and who doesn't? There are lots of examples of people like me and they are getting replacements.

 

I don't really expect an answer, but it's nice that cracked doorbell has a nice "G" logo in the center so people using it know how they look after only a short time owning it. My neighbor's Ring has been in direct sun for 2 years longer and doesn't seem to be having this issue...

Brad
Community Specialist
Community Specialist

@MplsCustomer

 

My statement is true. We cannot offer them a replacement because it is out of warranty. If you want more information, reach out to support please.

 

Best regards,

Brad

@Brad 

What is preventing you from offering a replacement? There is nothing preventing Google Nest from choosing to replace a product that has a design flaw even if it is past its warranty period. Google Nest will not--as a matter of corporate choice--replace products past their warranty period even if they have a design flaw.

NateL
Community Member

I didn't challenge truthfulness, I challenged inconsistent policies and asked what the criteria was for selecting which customers are more special than others. 

Brad
Community Specialist
Community Specialist

Y'all,

 

I do not make the rules. I only bolster and reinforce them. If the device is out of warranty, it cannot be replaced. If you have more questions, or further feedback, please reach out to Support. Community Specialists cannot assist you with this inquiry.

 

Best regards,

Brad

Brad
Community Specialist
Community Specialist

Hey folks,

 

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

 

Best Regards,

Brad