Nest Hello Peeling

[Cnmitchell]

I have Nest Hello doorbell and it is peeling and I have been told it is out of warranty.  It really sticks out like a sore thumb, a delivery person noticed the other day and told me about it.  It really looks horrible.

I reached out to Google via chat this morning to see what can be done.  I spent a great deal of time on chat, providing everything requested and was told by Jose they had no solution to offer me but that I could purchase a new doorbell.  I own and use so many Google Nest products including cameras, thermostats and hubs, I don’t want to have to switch brands because of this issue.   Looking for an easy swap that I can just pop into what I have installed.

Not sure why Google can’t offer a replacement of the ugly peeling doorbell with the new doorbell?  Isn’t this an option for those peeling issues for a visually defective product?  I have lots of money invested in google security products in my home and I was shocked at the lack of company support.  Jose was great and did his best but without options.  I also see that through these forums is the only way to get this issue addressed.  This product was designed to be outside so it should hold up outside. Mine is installed on a covered porch and well protected environment.  Not sure why you would force a customer to pay to replace a manufacturer defect and potentially to move to a competitive brand and is a better long-term solution than making your current customers satisfied, especially those with lots invested. 

So disappointed!

Regards,

Chad

[Ahevhu]

I don't have an answer for you but I share your story.  My Nest Hello is perhaps 3 years old.  It is mounted on the protected wall of the front porch with a large overhang which keeps it out of direct contact with rain and sun.  At first, I thought this might just be part of the plastic film that is sometimes placed for protection during shipping. It was too firm and well adhered though and now I realize it is simply an outer layer of the plastic faceplate.  The device is still functional, but it looks like that won't be the case as it continues to crack.  

This is a quality issue.  It's not due to improper installation or abuse.  It's not an inexpensive product that you would normally expect to throw away in a couple of years.  One would expect a trillion dollar company which values it's reputation to step up when multiple customers politely request redress for a widespread and legitimate complaint.  I, as you, find it very disappointing.

[Brad]

Hey there,

Thank you for your patience. Please fill out this form so we can collect some important information from you. Once the form is submitted, you will have your case number. 

Best Regards,

Brad.