Nest Doorbell (battery) warranty claim - unanswered for months

[vorneus]

I've had my nest doorbell for a little over a year. All was working fine and it had been removed and re-added to its mount dozens of times successfully when I recharged the battery.

One day after recharging I went to remount it, but it doesn't re-mount. It won't clip into place and the spring just pushes it back up again. I can't get it back on the mount no matter what I do. Nothing was ever forced and I have had no issues before this. My assumption is that a mechanism inside has stuck or broken, and since the whole unit is moulded I can't undo anything to try and fix it. So the doorbell is basically useless.

I filed a warranty claim MONTHS ago, and never received a reply. So filed a few more for good measure and heard nothing back from those either. Not so much as a confirmation that my claim has been received or anything. Nothing at all.

So I've been without a doorbell for months. I can't find any way of contacting Google to follow up the status of my claim, so I've resorted to posting here in the hope that someone can help me actually progress the situation.

Help!

[Jenelyn_O]

Hi vorneus,

Thanks for reaching out. I'm sorry for the trouble. I'd like to check your claim. Could you please provide your most recent case ID number? 

Best,

Jenelyn

[vorneus]

Hi Jenelyn,

I don't have a case number - every time I submit the warranty claim form it just says thanks on the page. I get no email or confirmation of any kind!

[EmersonB]

Hello everyone,

@vorneus, thanks for getting back to us. We hear you and this is not the experience we want you to have. Please share here the photo of the back of your Nest Doorbell and its mounting plate so that we can check what's wrong.

I appreciate the help, Jenelyn.

Regards,

Emerson

[vorneus]

Hi Jenelyn.

Here are some pictures for you. The back of the Nest Doorbell:

The mounting bracket:

And finally, the mounting bracket on the back:

The problem is that the bracket no longer "clicks" in place, when it is pushed upwards as per the blue arrow (which simulates the camera being pushed down on to the bracket when it's screwed onto the wall). As I said in my first post, one day after charging it just failed to go back on, and just "springs" back up without clicking into place - thus it cannot be mounted on the wall and is completely useless.

It's clear to me that part of the mechanism has broken or got stuck inside, but I cannot fix it and need a new unit.

[EdmondB]

Hey everyone,

@vorneus, thank you for sharing  the photo. I will reach out to our  team support and reach out to you via email anytime soon. 

Thanks for the help @Emerson and @Jenelyn, 

Best,
Edmond

[vorneus]

Hi Edmond,

Thanks for your help. I still haven't heard from anyone - have you manage to make any progress?

Thanks,

-Ed

[EdmondB]

Hello vorneus, 

I’m sorry if you still haven’t received any update on this. Please fill out this form so we could help you further.

Regards,
Edmond

[vorneus]

Hi Edmond,

I've now filled out that form, and got the same notification page I got the various times I filled out the warranty form. Still no email confirmation, which concerns me. I'll wait for a bit, but to be honest don't hold out much hope that this will be any different to the last 3 times I submitted a Google support form!

It also says "Please expect a longer than normal response time as a result of recent current events" - what current event is this referring to?!

[EdmondB]

Hey there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. 

Cheers,
Edmond