Nest Doorbell Wired (gen 2) Puck Melted

[Andrewjsc]

My Gen 2 wired doorbell worked perfectly for about a year, no problems at all. I have a mechanical chime.

Suddenly the video feed went down and the doorbell went offline. I replaced the transformer, and when I did not re-attach the Puck, everything worked well.

Then when I reattached the puck, the puck heated up and two small holes melted on the front of the Puck. Now without the Puck attached the doorbell and all functions seem to work. 

[EmersonB]

Hi Andrewjsc,

Thanks for reaching out here in the Community. We'd be happy to take a look into this for you. Please fill out our Contact us form with all the needed information. Let me know once you’re done.

Regards,
Emerson

[Andrewjsc]

Thanks @EmersonB I've submitted the form!

[EdmondB]

Hey canosoup,

Thanks so much for sharing the case ID with me! I'll take a close look at all the details and send you an update as soon as possible.

Regards,
Edmond

[EdmondB]

Hello there, 

I just heard back from our support team, and they took a look at your case. Regrettably, your Nest device has exceeded the warranty period, making a replacement unavailable. Let me know if you have any additional questions. 

Cheers,
Edmond

[canosoup]

I submitted a form and this is what I got in the end:

Thanks for reaching out to the Google Nest Customer Care Team.

We have customers who have had the same camera model for almost 3 years now with no issues. You can try to hard wire the camera as well for continuous power but it's sold separately. Here's the link to purchase it: Nest Cam Battery Weatherproof cable.

If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

Have a new question? There are lots of ways to get back in touch with us below.

Thank you,

Ricky

The Google Nest Customer Care Team

[zoeuvre]

Hi folks, 

@Andrewjsc, we've received your form—thanks for filling that out. Please keep an eye on your email, as someone from our team will reach out to you to assist you more. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.

@canosoup, thanks for posting. Could you tell us what is your question or concern regarding the email sent to you by our customer support team so I can see what I can do for you? 

Best,

Zoe 

[canosoup]

For your reference your case number is 6-2763000035274.