Nest Hello Wired Doorbell - Internal Battery issue

[Zeddie]

Is there anything Google can do about Nest Hello (wired doorbell) when the internal battery dies and it's out of warranty?  The battery is not user-replaceable, and their support isn't very helpful.  Basically I'd have to buy a new replacement. 😞

The workaround is to disable the use of the physical chime so the Nest Hello doesn't shut off while trying to ring the bell.

I remember asking support if the Nest Hello (wired) had a non-user replaceable internal battery before I bought it, and they assured me they do not.  They lied.

I read somewhere here someone asked about the new model of the Nest wired doorbell and they said there's no internal battery.  I don't trust that answer.

Has anyone (not Google) looked to see if the new gen Nest wired doorbell uses an internal battery that's not replaceable?

GOOGLE: Please make your wired doorbell's "back up" battery user replaceable PLEASE!  It seems like they're built to last just outside the warranty so we have no choice but to buy a new doorbell every 1.5-2 years.

[misspotatohead]

i purchased a nest hello doorbell a year ago and just now got around to installing it. can’t get past the connection process using assist from another device - it never connects - error NC030 - over and over. so frustrated.

[MplsCustomer]

@misspotatohead 

Can you put your Nest Hello Doorbell close to another Nest device during the setup process?

[misspotatohead]

yes I tried that - repeatedly. I also tried moving different cameras closer to the doorbell - no joy. so the only thing that worked is to set up the doorbell as a different 'home' all by itself. but -the downside to that is I couldn't add the doorbell to my nest aware so I miss out on video history. I might have to redo the entire house to get the doorbell on first - but that poses a challenge with regard to cameras that are installed on the roof corners - 

[MplsCustomer]

@misspotatohead 

Some customers in this forum have done what you've done: added their new camera or doorbell to a different "home". Then they've removed the device from that "home" and added it to their main or regular "home" without any problems. I'm guessing this worked because the Wi-Fi settings are retained during the removal and add.

[aatienza]

Hey misspotatohead,

Chiming in — were you able to try MplsCustomer's suggestion? Let us know if you still need our help.

Thanks for helping, MplsCustomer. We really appreciate it!

Best,

Archie

[tbomb80]

I tried charging with cable,  no luck. Tried adding to new home,  no luck. I spent hours with your tech support and was finally told it's out of warranty. I did get lucky and found a 3rd party replacement battery on Amazon. I carefully opened the unit, replaced the battery and it's now online again. So ya,  you(Google) needed to be transparent with this unit and let customers know the internal battery will eventually fail,  and at that point you will not cover it under warranty! 

[Brad]

@tbomb80

Sorry to hear that those troubleshooting steps didn't work for you. Thank you for letting us know your results on a replacement. You are welcome to leave your feedback in the app on your experiences. Thank you for your patience.

Best regards,

Brad

[tbomb80]

Hi Brad,  thanks for your comments. My feedback won't buy me a new doorbell or replacement battery,  right? If it will,  I'd be happy to leave some comments. Anyway, I've reported this to the fcc, bbb, and a few law firms. Unfortunately,  it will take time to settle. Let me know if you can actually help resolve this issue. Thank you! 

[Brad]

@tbomb80

I would love for you to reach out to Support, so a higher tier of support can assist you further. Thank you for your patience.

Best regards,

Brad

[tbomb80]

Hi Brad,  really appreciate you responding and offering your support. Unfortunately,  I've contacted tech support on numerous occasions AND my cases have been escalated to a higher level but stop at a certain point. Especially when I point out that - this really boils down to false advertising/ marketing (i.e. "wired doorbell,  and no mention of internal battery ANYWHERE in the documentation or otherwise. Not even in your online self help,  wiki,  NO WHERE! ) Tech support themselves confirmed there is an internal battery. I'm (we're) at a loss. Are you able to provide any direct contacts at a higher level who i can work with? I have records of all my contacts/ cases with support so i can provide history.  Thanks again! 

[Brad]

@tbomb80

Unfortunately not, as we do not process these claims and requests in the forums. Support however, is your best avenue moving forward with this. Thank you for your patience and feedback.

Best regards,

Brad

[tbomb80]

Well Brad, then unfortunately,  we're at a loss. Im not trying support a 5th, 6th time only to get nowhere again. This sucks! Thought Google would do better!  Live and learn i guess! 

[Brad]

@tbomb80

I apologize for the inconvenience. We simply don't have the access in the forums to that information needed to assist you further. I hope you're able to find the help you require with support.

Best regards,

Brad

[Jake]

Hey there,

I wanted to check in and see if you managed to see Brad's post. Please let me know if you have any questions from here. I would be happy to take a closer look.

Best regards,
Jake

[janthadeus]

Hi folks,

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

Thanks for the help here, MplsCustomer, Brad and Jake.
 

Best,

JT

[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.

Please let me know if you need further assistance. 

Best Regards, 

Brad.

[MplsCustomer]

@misspotatohead 

Also, the Google Nest Hello Doorbell has a small internal battery. (Many of us didn't know that until customers starting reporting the battery often fails after 1 or 2 years of use.) Maybe, since your Nest Hello has been sitting around for a year, the battery needs to be charged with the USB cable that came with the doorbell.

[tbomb80]

Bumping this thread! Google do you have a response! I just experienced the same thing! I was fortunate enough to find a 3rd party battery replacement to get mine working again. This is so wrong!