Nest Doorbell glass is cracking up

[NickG_UK]

Hi

Is there a way to get replacement front glass for the Nest Doorbell?  The glass seems to be cracking around the camera lens. This appears to be quite common from what I can see (design fault?). It looks like no thermal expansion gap was left and the glass cracks in the heat of the sun.

Can I get the glass faceplate replaced or get the part to fix it myself?

Thanks

Nick

[NickG_UK]

Here's a photo:

[zoeuvre]

Hi NickG_UK, 

Thanks for bringing this to our attention, and I'm sorry to hear about the situation. A few questions: 

• Is the product new, or has it been installed or working for some time?
• Was the product purchased new or used?
  • Where was the product purchased?
  • Was it in sealed packaging?
  • Were the factory seals intact?
  • Was there any damage to the packaging?
  • Was the retail kit complete or were there any missing parts?

I'll look forward to your response.

Best,

Zoe 

[NickG_UK]

It was purchased brand new in 2019 from ToolStation. It's not second hand  - it was in full retail packaging.  I believe the glass cracking issue is a well known problem. There are hundreds of posts about this online. Eg: https://www.reddit.com/r/Nest/comments/idqwf3/ive_noticed_that_the_glass_that_covers_the_lens/

I am enquiring if I can get replacement glass/faceplate.

Thanks

Nick

[fuddles]

Has happened to mine as well in Texas heat. It's not even directly in the sun.

[zoeuvre]

Hi everyone, 

@NickG_UK, thanks for letting us know. Don't give up on us yet. We'd like to further check on this. Could you fill out this form and let me know once you're done?

@fuddles, oh no! We're sorry to hear about that. Could you also answer the following questions I asked above? I'll look forward to your response. 

Regards,

Zoe 

[fuddles]

@zoeuvre Forgive me for being blunt, but frankly those questions don't really relate to this issue. I've had the Nest Doorbell Wired 1st Gen since it was released.

[zoeuvre]

Hi all, 

@NickG_UK, we got your form. We'll let our team know and loop back in with you once we have an update. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.

@fuddles, I understand it might be troublesome to answer the questions. We ask for them to help us better understand the issue and get it documented. You can reply and the photo of what the damage looks like here in this thread. Once I receive your reply, we can continue to discuss your options.

Thanks,

Zoe 

[NickG_UK]

Hi  Zoe, is there any news on this please?

Nick

[EmersonB]

Hello everyone,

@NickG_UK, I've checked your case and saw that our support team has sent you an email. You may continue working on the channel to avoid confusion here. In case anything comes up, feel free to start a new thread.

@fuddles, it's us again. How's it going? You may share the photo of the damage on your Nest Doorbell here so that we could take a better look and provide the assistance necessary. Looking forward to your response.

I appreciate the help, Zoe.

Regards,

Emerson

[fuddles]

@EmersonB I ended up having to buy a new Nest Doorbell. My old one was out of warranty and had the broken glass and swollen battery problem.

[EmersonB]

Hello fuddles,

Thanks for getting back to us. We're sorry to hear about what happened to your Nest Doorbell. We hope this won't happen again. In case anything comes up, you know where to find us.

Best,

Emerson