Nest doorbell lens

[big8extreme]

Hello everyone,

My doorbell fell of its support and the lens break. I contacted the support they can not repair it or replace it even it's still under warranty.

With the cost of this material, how we can't repair it in a center.

Please help me.

[EdmondB · Accepted solution]

Hi big8extreme,

I'm sorry to hear about your experience on your Nest doorbell. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Thanks for the help, @MplsCustomer.

Best,
Edmond

[MplsCustomer]

@big8extreme 

There are numerous reports from other customers in this forum whose battery doorbells also simply fell out of their brackets. It seems the mounting bracket is just not designed for the normal wear and tear of removing the doorbell to charge the battery.

I'm surprised Google Nest is not going to replace yours under your 1-year warranty. They've done so for other customers in this forum.

[big8extreme]

Thanks for the reply, the response of Google is that this out of warranty and they don't have service to repair.

[MplsCustomer]

@big8extreme 

Well, it is true Google Nest does not provide any repair services. But it seems they should cover this if your doorbell is within the 1-year warranty.

Here are some recent posts on the same problem in this forum:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Google-nest-doorbell-broken-lens/td-p/4...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Google-nest-doorbell-battery-lens-broke...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Doorbell-Battery-Warranty/m-p/4328...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Broken-google-battery-doorbell/m-p/4134...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-doorbell-battery-fell-off-braket/m...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-DoorBell-battery-fell-from-mount-a...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Doorbell-battery-fell-and-lens-shattere...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-doorbell-battery-lens-replacement/...

[big8extreme]

Thanks I already checked all those posts, and I informed google that people got compensation. Response: we can't do that

[MplsCustomer]

@zoeuvre, @EdmondB , @Jenelyn_O , @janthadeus , or @EmersonB ,

Can you please provide this customer with access to a form they can use for a warranty replacement for their battery doorbell, as you did for other customers?

[big8extreme]

Ohhhh you are the best, thank you

[EdmondB · Accepted solution]

Hi big8extreme,

I'm sorry to hear about your experience on your Nest doorbell. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Thanks for the help, @MplsCustomer.

Best,
Edmond

[Joon1]

I filled in the form. looking forward to hear back from you! 

[big8extreme]

Hello @EdmondB the form is filled.

[EdmondB]

Hey there,
 

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon.
 

Best,
Edmond

[big8extreme]

Hi @EdmondB any news?

[Lance_L]

Hi big8extreme,

I apologize for the delay. I’ve sent a follow-up to the team working on your case. Hang tight; the team will let you know once we have more information to share.

Best,

Lance

[ebrads01]

The same thing happened to me. It just fell out of the holder and the lense broke. I filled out the form a while ago with no response and see that is an on going problem. Just filled it out again. Hoping to get some help on this 

[Lance_L]

Hey ebrads01,

Thanks for reaching out to the Community. I’m sorry to hear what happened to your Nest doorbell. Don’t worry; I’m here to help.

A few questions: what type of Nest doorbell do you have? How long have you had the device? Was it purchased from the Google Store?

Keep me posted.

Regards,

Lance

[ebrads01]

I have the battery one. Got it less than a year ago and yes, purchased from the Google store

[Lance_L]

Hello ebrads01,

Thanks for the additional information you've shared. I'd be happy to take a look at this for you. Please fill out this form with all the needed information, then let me know once you're done.

Best,

Lance

[Lance_L]

Hi ebrads01,

We haven’t seen your form submission come through; were you able to access it alright? Let us know if you’re running into trouble or still need our help.

Regards,

Lance

[ebrads01]

Hi Lance,

Sorry I missed your last response. I just completed the form!

Thanks for your help!

Erin

[Lance_L]

Hey Erin,

My pleasure! Thanks for filling it out. Our team will reach out to you via email to further assist you.

Cheers!

Lance

[big8extreme]

@Lance_L do you have any news for my request?

[Jenelyn_O · Accepted solution]

Hi there big8extreme,

Chiming in — I checked your case and our support already sent you a message. Please check your inbox, messages, and spam folder. 

I appreciate the input, Lance.

Kind regards,

Jenelyn

[big8extreme]

Hello @Jenelyn_O I'm sorry I will check immediately.

[big8extreme]

Found it, I checked the emails from the community not from nest.

Tomorrow I will do the necessary.

[Jenelyn_O]

Hello big8extreme,

That's good to hear. Please feel free to let us know if you still have questions, as we'll be willing to assist you. 

Best regards,

Jenelyn

[big8extreme]

I replied to the email with all the documents needed

[Jenelyn_O]

Hi there,

Thanks for keeping us in the loop and for sending those documents. You can continue the conversation there. Our support will soon message you once they have something to add. 

Cheers,

Jenelyn

[big8extreme]

Problem resolved, thank you all

[Lance_L]

Hey big8extreme,

It was our pleasure. We’re glad to hear that this has been sorted out.

You can visit the Nest Help Center to explore the features and settings of the Nest cameras and doorbells.

Feel free to reach out if you have any other questions.

Thanks for the help, Jenelyn, Edmond, and MplsCustomer.

Best regards,

Lance

[Gmaaircooling]

Hi all I have the same problem here my warranty expired on august 29 of 2022 and Google tech support cannot repair or replace it so I need to purchase a new device 

these is crazy for the purchased price I will think that Google have a special repair team 

if I don’t receive a answer on repair I will move forward to leave a bad review and will not recommend anyone to purchase these device 

[EdmondB]

Hey everyone,

@Gmaaircooling, i’m sorry you had to go through this. We’ll check this out. I’d like to confirm if you dropped your Nest doorbell or if it has a broken lens after you open the box. 

@mhowse, I'm sorry to hear about your experience with your Nest doorbell. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Regards,
Edmond

[Gmaaircooling]

Form imwas filled out and sent please let me

Know 

[Gmaaircooling]

The form was filled and sent please let me know what will be the following step 

[EdmondB]

Hey everyone, 

@JonKe, we'd be happy to take a look into this for you. Please fill out this form with all the needed information.

@Gmaaircooling, we haven’t received the form that you submitted. Kindly fill out this form again so that we can help you further. Let me know once you’re done.

I look forward to your response.

Best,
Edmond

[JonKe]

Thanks! I've filled out the form just now.

[EdmondB]

Hi there, 

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. 

Regards,
Edmond

[mhowse]

Exactly the same happened to me.

I had the doorbell for 8 months before it simply fell off it's terribly designed wall mount and smashed the camera lens. Brilliant doorbell overall but a severe oversight at the design level considering how many complaints there are about this.

It is still within warranty and I will submit a claim momentarily and revert back with Google's response.

[big8extreme]

Thanks to all, my case was solved. 

Greatest community ever ❤️

[EmersonB]

Hi big8extreme,

Thanks for getting back to us. We're glad that it's resolved now. Let us know if you have additional questions.

I appreciate the help, Edmond.

Best,

Emerson

[JonKe]

Hi - same issue with my Nest Doorbell (battery). Mine was purchased 12/29/2021. I'm a Google employee, and purchased it via the Google Store. I know it's beyond the 1-year warranty, but I'd be happy to pay for a repair if that's possible. Thanks!