Nest Hello Doorbell (wired) terrible video quality

[jaydstewart]

Finally was able to install my doorbell after waiting for a custom faceplate to be made for mounting purposes. The doorbell shows that it is connected and online. The video and still images it produces are atrocious, however. I’ve checked the signal strength at the doorbell, the voltage to the device and they are both within specs.

The images are incredibly grainy, washed out, and have a pink hue, even with the night vision mode activated. I’ve tried adjusting the image quality in the app and all that does is make the camera go offline. It only provides an image on the “medium” setting which, in reality is like “low.”

At this point, I believe the unit is defective and I want it exchanged for another one. I am less than 1 year into my 2 year warranty and I have submitted a warranty claim. Is there any way we can fast track my claim?

Any help or advice is greatly appreciated!

[jaydstewart]

Bumping this back up to the top. Can anyone help or point me in the right direction?

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I definitely understand how frustrating your situation must be, and I wanted to make sure that your concern was acknowledged. Do you still need help with this issue? I know that there's been a delay in response since you posted.

Best Regards, 

Brad.

[kylo99]

Hi I having the same issue with my doorbell, changed from Ring 4 to Google and the quality of picture is 10 times lower in google. Wondering if the unit I have is faulty 

Did you manage to fix yours?

[jaydstewart · Accepted solution]

UPDATE:

I ended up submitting a warranty claim and speaking with a customer support representative after my initial posting. They agreed that the camera was defective and authorized an exchange for a new unit. I had to submit screenshots of the camera images to demonstrate the problem and prove that I had reset the unit, checked my wifi strength, etc.

The new unit works perfectly, thankfully! All of my latency and image quality problems have been solved and I am, once again, a happy customer.  

[Brad]

@jaydstewart

I am relieved to hear that your issue was resolved with a Warranty exchange! At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.