Nest doorbell lens replacement

[Gillsky1291]

My nest doorbell (less than 1 months old) fell off the mount and the lens shattered. Reading through the forum this seems to be a very common issue and design flaw of the mounts themselves. Can a member of support please help me file a warranty claim to have it repaired.

[zoeuvre]

Hi Gillsky1291, 

Thanks for bringing this to our attention, and I'm sorry to hear about the situation. A few questions: 

• Is the product new, or has it been installed or working for some time?
• Did you accidentally damage the device?
  
  • Did you drop the device?
  • Did you remove the cover or disassemble it for any reason?
• Was the product purchased new or used?
  • Where was the product purchased?
  • Was it in sealed packaging?
  • Were the factory seals intact?
  • Was there any damage to the packaging?
  • Was the retail kit complete or were there any missing parts?

Also, I understand it might be troublesome to take photos. We ask for them to help us better understand the situation and get a glimpse of what the damage looks like. You can reply and attach your photos here in this thread. Once I receive your reply, we can continue to discuss your options.

I'll look forward to your response. 

Best,

Zoe 

[Gillsky1291]

 It was purchased and installed new and factory sealed from SafeStreet (company installing for ADT). There were no issues with it's operation. We came home today, closed the front door, heard a thud, looked outside and the doorbell was on the ground and the lens was broken.

[zoeuvre]

Hi there, 

Thanks for getting back to us. Don't give up on us yet. We'd like to further check on this. Could you fill out this form and let me know once you're done?

Regards,

Zoe 

[Gillsky1291]

I just filled out the form, I forgot to put the comments at the bottom so I sent it in twice 

[CharlieCC]

Hello, I have the same issue, Is there anyway I can get help with this? My doorbell wont stay on its mount and has fallen cracking the lens

Many thanks

Charlie 

[zoeuvre]

Hey folks,

@Gillsky1291, we've received your form; thanks for filling it out. Please keep an eye on your email, as someone from our team will reach out to you to assist you more. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.

@CharlieCC, thanks for bringing this to our attention, and I'm sorry to hear that you experience the same situation. Let me take a closer look at this for you. Could you answer the questions I asked above? I'll look forward to your response. 

Kind regards,

Zoe 

[CharlieCC]

Hi Zoe,

We've had  a doorbell for sometime now, and ever so often it would fall but land on our front mat. The device was fixed by when we got up yesterday morning we found the doorbell on the floor with the lens was cracked. I know the device is still under warranty, so not sure if there is a store we can take it into to get it fixed.

Many thanks

Charlie  

[Jenelyn_O]

Hi everyone,

@CharlieCC, thanks for letting us know about what happened. Please fill out this form and let us know once done. 

I appreciate the help, Zoe.

Best regards,

Jenelyn

[CharlieCC]

Hi Zoe,

Have filled out the form.

Many thanks

Charlie 

[Jenelyn_O]

Hi there Charlie,

I received your form. I'll hand it over to our team. Please keep an eye on your inbox or messages as they will get in touch with you soon.

Cheers,

Jenelyn