I am going to start by saying that I don't need to be contacted by anyone, I just want to vent my frustration.
Back in December, I posted in this forum that my Nest Hello's front was peeling off, and I found out that this is a very common problem. This is obviously a manufacturing problem, bad materials, etc., that Google/Nest should have addressed, but here we are.
In my post, I clearly asked if there was a way to make the peeling look better, nothing else, here it is what I posted:
My nest (wired) camera's front is peeling off, it really looks horrible. When I first looked at it, I thought I just had forgotten to take off a plastic cover, but this is not the case. This is definitely a manufacturing defect/poor materials. I am wandering if there is a possible way to make this better. These doorbells are really expensive, so I don't want to buy another one just because of this, but it really look awful. I am trying to figure out what to do, so any suggestions will be truly appreciated. Thanks.
The first and only reply to my messages reads:
From BRAD (Community Specialist):
Hey there,
Thank you for your patience. I have submitted the Request for a Replacement, and here is your Case Id: 3-############2576
Please note: once I have submitted your replacement request, I will be locking this post.
Best Regards,
Brad.
After that, I received the same information via email, so I figured this is great, Google is doing the right thing.
After a month of waiting for the replacement to ship, and no other emails, I contacted Nest support again. After the usual "Let me check your previous case" back and forward, I was told again that the replacement would be shipped, but that I needed to submit a picture of the doorbell with a white background, which I sent by replying to the original email that I received (from Brad).
Another month passed, and nothing from the Google so I decided to contact them today. I just spent the last 40 minutes with another Google support specialist who finally told me that they can't issue a replacement because the warranty expired, even telling me: "Once again, I am really sorry that you had to go through this run-around. If you wish we can escalate this to senior support but even they don't have any options to get it replaced." So basically, that's it, we are done here.
To be totally honest, I am not mad about not getting a replacement, the thing looks awful, but it is working fine, and I already pay for the Nest Aware this year, so I am not going to try to get another brand doorbell right now, but definitely when this one dies. All that being said, I am really pissed off because they made me lose my time. I am going to reiterate that the problem with the Nest Hello is a manufacturing issue/bad materials, and I am not the only one that have this issue, there are plenty of posts about it in this forum.
Finally, I understand that customer reps are trying to do their job to the best they can, that they giving a script with the responses to customers, but telling someone that's obviously really upset "Thanks for understanding along with your positive approach" is NOT the right "approach" to this problem. Change the script, and make the customer reps lives easier, their jobs are hard enough already. I want to make clear that I am not mad at the last customer rep, he was doing his job the best he can, I am mad at Google for not addressing a problem that should have been addressed from the first time somebody complained about this, but at the end, I just need to remember what script said: "If I had an option to replace this for you, I would had definitely did it for such loyal customers like you", "But, there will be no options on our screen to make exceptions for out of warranty devices."
Thanks (I think?)
