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Nest Doorbell peeling and cracking

BandTeecha
Community Member

I have had my nest doorbell for about 2 years. The front by the button is peeling and cracking and it looks awful. I called customer service and because the warranty is up, they will not help me. They told me that the doorbell shouldn't be in sunlight. Lol I buy plenty of Google products and this is the first time I was really baffled at their service. 

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1 ACCEPTED SOLUTION

UPDATE: Customer support reached out to me and is sending a replacement. Thanks, Google!

View solution in original post

13 REPLIES 13

MplsCustomer
Bronze
Bronze

@BandTeecha 

There are 319 threads in this forum about Google Nest Hello Doorbells that are peeling. Our 22-month-old Nest Hello is peeling; we resorted to buying a silicone cover because Google Nest refuses to replace any peeling doorbells that are more than a year old.

Oh wow. Didn't realize so many people have had this issue. Certainly disappointing that Google can't make a doorbell that can be in the sun. Maybe we can use them inside 😂. Thanks for the heads up. 

@BandTeecha 

It's a rare doorbell indeed that doesn't get exposed to at least some sunlight.

Davetheriot
Community Member

I just started having the same problem this week, My unit is about 2 years old or so. I hope you can get the problem fixed, but it seems like this is a common known issue. (If they end up replacing yours, please tell them to send me one too, please!)

 

Thanks.

janthadeus
Community Specialist
Community Specialist

Hey folks,

 

Thanks for your assistance, MplsCustomer.

 

I'm sorry to know that your Nest Hello doorbell is peeling and cracking. These issues are the result of the doorbell being exposed to extreme temperatures like direct sunlight, dust, rain and snow. Protecting it with a silicone cover would help prolong the quality of its cosmetic.  

 

Let's check this out — could you please fill out the form so we could further investigate?

 

Thanks,

JT

@janthadeus 

The 320 threads in this forum about Google Nest Hello Doorbells peeling after a year or two of use point to a design flaw, not "being exposed to extreme temperatures like direct sunlight, dust, rain and snow". Our 23-month-old Nest Hello doorbell that is peeling is under an overhang and gets some afternoon sun but is otherwise shielded by the overhang from the worst of our weather in central Minnesota.  But it's impossible for a doorbell not to have SOME exposure to dust, rain, and snow.

Hi MplsCustomer,

 

Thanks for the heads up!  We hear you — rest assured that we'll take note of it. We'll ensure that we'll learn from your experience as we continually improve our products and services.

 

Regards,

JT

aatienza
Community Specialist
Community Specialist

Hey folks,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

UPDATE: Customer support reached out to me and is sending a replacement. Thanks, Google!

Brad
Community Specialist
Community Specialist

@Davetheriot

 

I am relieved to hear that you were able to process a replacement with Support! Very good news! I'll go ahead and lock this thread as it's been resolved. If you need assistance, please feel free to start a new thread. 

 

Best regards,

Brad

BandTeecha
Community Member

Looks like Google won't help. I ended up ordering a silicone cover from Amazon 🤷 That's what others recommended since Google isn't backing their product. 

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow up questions or comments.

Best regards,
Brad

colonelks
Community Member

I have the same issue. I logged a ticket and was told they would not replace. I’ve asked for the case to be re-reviewed as this isn’t acceptable.

It certainly makes me want to reconsider all of my Nest devices of which I have several.

If I compare this to my experience of dealing with Apple support it’s chalk and cheese. They have replaced several items for me out of warranty where there was a manufacturing defect, which this clearly is!