Nest Doorbell fell out of its mount and broke the lens. :(

[angiehyatt]

Hey Everyone! 

Somehow the doorbell got loose and fell off its mount when the fed ex guy rang it and broke the lens. 

Has this happened to anyone else and if so is it repairable? 

Thank You! 

[justinsmith1023]

Hello, this exact thing just happened to my hello doorbell as well! I've only had it for a month, I'm wondering if google would do anything for me. 

[angiehyatt]

I'm not sure, when it happened I had tried contacting them and it was a 55 minute wait so I gave up. I sent a email but have yet to hear back. Figured because of the holidays maybe they were backed up. If you learn anything please let me know! Thank you!

[justinsmith1023]

So after stumbling across your post, I decided to chat google nest support. Took about an hour, but they're sending me a replacement. I'd consider trying that. I'm surprised they replaced it for me honestly, I expected them to say "you didn't put it in the mount right, its your fault, sorry" but the chat rep was great and understanding. Best of luck to you. Hope you can get it sorted!

[angiehyatt]

Really? Wow that's pretty awesome I'll give the chat a try and see where it gets me. Thank you so much!

[Brad]

Hey there,

Thank you for your patience while waiting for a response! If you are seeking a replacement, please first fill out this form so Support can collect some important information from you. Once the form is submitted, you will have your case number. Please be aware that this thread will be locked. 

Best Regards,

Brad.

[bobbybrown]

Did you get this resolved....?  This has just happened to me.

[justinsmith1023]

I did, Google actually replaced it for me. I feel really lucky they did though. I didn't expect much, but had to try, and sure enough they sent me a new one. Best of luck! I used chat on the Google store support page. 

Sorry that happened to you though. I was really upset when it happened to me.