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Nest Doorbell (battery) latch stuck in

seanrb
Community Member

Hi,

I've taken our doorbell off to charge it and the small button on the back that prevents the doorbell being removed without using the tool is now stuck in the in position, meaning the doorbell can't be re-mounted as it isn't secure on the mount.

 

Has anybody else experienced this issue before I open a warranty issue with Google? It's only 2 months old having been charged 2 or 3 times.

 

Thanks.

9 REPLIES 9

Eagle
Community Member

Same issue. Calling them now. Did you get it resolved?

seanrb
Community Member

Not had chance to contact them yet unfortunately, hoping to tomorrow. It's reassuring (as backwards as it seems) that I'm not the only one with the problem so hopefully simple to get replaced under warranty.

It does make me wonder whether it's a design flaw and I should wire it in so removal isn't needed.

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 can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

 

Please let me know if you need further assistance. 

Best Regards, 

Brad.

Eagle
Community Member

I just called them. 5 minute hold time and 3 minutes to resolve it. They're sending out a new one (replacement). 

SmartTID
Community Member

I got the excact issue.

may I ask who you called excactly?

Eagle
Community Member

Yep, I think i'm going to work on getting it wired as well. the battery doesn't last as long as advertised so overall would avoid all of this. 

seanrb
Community Member

Hi,

Sorry for not responding sooner. I got the doorbell replaced under warranty, I opened a warranty claim on the website and opted for a call back to get everything organised.

 

Having taken the new one off a couple of times to charge it there was definitely a fault with the original from the start, it took quite a bit of force to get it to unclip (and ultimately got completely stuck), where as the new one is very easy to remove with the tool.

 

Thanks

Brad
Community Specialist
Community Specialist

Hey there,

 

Thank you for your patience. If you are seeking a replacement, please first fill out this form so we can collect some important information from you. Once the form is submitted, you will have your case number.

 

Best Regards,

Brad.

Callmecassie22
Community Member

I am also experiencing this issue! Very frustrating.