cancel
Showing results for 
Search instead for 
Did you mean: 
Replies are disabled for this topic. Start a new one or visit our Help Center.

Nest Hello Doorbell Peeling

Belton
Community Member

I also have a Nest Hello doorbell that is peeling and out of warranty.  It is visually unappealing, and I get comments from friends all the time.

I contacted Google via chat this morning to see what they would do.  After spending a lot of time on chat, providing everything requested, I was told that the peeling was RARE.  She said they had no solution to offer me but that I could purchase a new doorbell.  I don’t want to have to mess with the current housing and wires with a chance that a new doorbell would not peel.  She stated that the new doorbell would fit in the current housing and would be an easy swap, and if it peeled within the warranty they would replace it.  

So why can’t Google offer a replacement of the ugly peeling doorbell with the new doorbell?  Isn’t this an option for those “RARE” peeling issues for a visually defective product?  I have lots of money invested in google security products in my home (as others do) and I was shocked at the lack of company support (though the agent was pleasant).

I think this issue is not RARE and they don’t want to offer a solution because they will be replacing a lot of doorbells so they would rather just ignore the issue and force us to live with it or spend OUR money on their visual defect.  This product was designed to be outside so it should hold up outside.

So potentially pushing customers to move to Ring or Arlo is a better long-term solution than making your current customers happy?  I’m purchasing a doorbell for a family member and, now because of this, it won’t be a Google doorbell.  This means all the additional security they will be adding will not be Google products.  

Google, why would this be your way of handling customer support for your products?   You should at least offer a discount for a replacement since it IS a product material issue vs. a “sorry for your luck”.  So disappointing.

4 REPLIES 4

MplsCustomer
Bronze
Bronze

If you search for "peeling" under Cameras and Doorbells in this forum, you'll get 343 posts. That's not rare.

Brad
Community Specialist
Community Specialist

Hey there,

Thank you for your patience and feedback. As your device is no longer under warranty, we cannot offer a replacement. We do not offer replacements for parts. We're sorry for the inconvenience. 

Best regards,
Brad

Hi folks,

 

Checking back in should you still have further questions here. Let us know by replying to this thread.

 

Thanks for your help, Brad.

 

Regards,

JT

Hey there,

 

I just wanted to jump in here to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

 

Thanks for chiming in, MplsCustomer.

 

Cheers,

JT