Nest hello peeling

[John151]

Hi the face of my camera has almost completely peeled away over the past two months and now looks an eye sore. Camera is 2 years old to the day will warranty cover this?

Please see image attached 

 

[Boobooman]

 That just looks like you never removed the protective film. Just peel if all off and you'll be happy. 

[janthadeus]

Hey folks,

John151, awesome, glad to hear that our support team has sorted it out. We're always here if there's anything else you need.

Fgsgr, yikes! We’re sorry to hear that. Let’s check — could you fill out this form and let me know once you’re done? Looking forward to your response.
 

Thanks for your help here, Boobooman and MplsCustomer.

Best,

JT

[MplsCustomer]

This is NOT caused by a failure to remove the protective film.  I once thought that, but there's no protective film to peel off; it's the surface of the camera face that's defective, and if you try to peel it off, it will get worse.  It's happened to one of our Google Nest Hello Doorbells. It's happened to hundreds of Google Nest customers; this forum has 359 threads on "peeling" doorbells going back over a year. Google Nest does not consider it a design defect, says its caused by "extreme weather", and says they "cannot" replace it if it's past the 1-year warranty, but sometimes it seems they do anyhow. We resorted to purchasing a silicone skin on Amazon to cover the peeling shards.

[John151]

Update. I contacted Google about the issue.

Great customer service they are sending out a new replacement doorbell. Luckily camera was still in warranty by 5 days (installed Oct. '20).

[Brad]

@fgsgr

We're glad to see that you were able to find a solution with support. Please continue to work with support regarding this request, so we can keep this inquiry organized for the other users on this thread.

Best regards,

Brad

[janthadeus]

Hi there,

Thanks for sharing the case id. Please hang in there — I'll get back to you as soon as I have something to share.

Regards,

JT

[janthadeus]

Hi there,

I’ve reviewed the case you shared. Our team is currently working on a fix. Rest assured we're on top of this. Also, please be advised that this thread will be locked after 24 hours and let's continue through that channel.
 

Best,

JT

[fgsgr]

Hi, what channel? I have not received any official updates from google via email.

[fgsgr]

also at this point you are the only active communication channel with google, i have not received any updates via any other channel so please don't close it as you are the only one providing any updates

[EmersonB]

Hello folks,

@fgsgr we're sorry that you've gone through this issue. We'd like to look further into this. Please fill out this form with all the needed information to reach our Nest Aware Premiere Care team. Let me know once you’re done.

Thanks for the help JT and MplsCustomer.

Regards,
Emerson

[fgsgr]

hi, which form are you referring to, that link is to contact support, so i can do chat or they can call me.  I have tried that before with no resolution, and already have an open case, please let me know what information you need from me and what form to fill, the link you provide is to get support via chat or call.   And already have a pending open case, please advice if you guys are going to find a way to solve this.   thanks

[EmersonB]

Hi fgsgr,

Uh-oh! I'm sorry to hear that. Let's see what's going on — could you share the case ID from your interaction with our support team so I can take a closer look?

Regards,
Emerson

[fgsgr]

the case number was already shared here 4-9152000032708

looks like the previous person vanished...not sure if this is going anywhere and you guys are just delaying this, no responses, no updates, nothing.   At least provide what is the current status of the case.   Thanks

[EmersonB]

Hello fgsgr,

Thanks for getting back to us. I've reached out to the representative who handles your case and I believe she sent you an email for the update. You might want to check your inbox. If you have other questions and concerns, feel free to let me know.

Thanks,
Emerson

[fgsgr]

i just wasted another 2 hours with a new customer rep going over the case again and again  No resolution, no meaningful updates.    For reference and other users:

1. I have Nest hello doorbell with a subscription Gen 1 Nest aware for the last 2+ years
2. My Nest Hello breaks (peeling because of poor plastics and quality build)
3. I get a warranty replacement - they tell me explicitly that i can keep my existing subscription
4. I replace the device with warranty and it doesn’t work with my original subscription
5. They are trying to force me to go to the $12 a month subscription so i can have the same 24/7 feature i needed that i previously had for $5 a month, so now it is $120/yr vs. $60
6. They tell me it is because i migrated my account to Google account.  Which i did long time ago well before the Nest broke and was working with Gen1 Nest subscription with my old device (also per google's suggestion and endless emails a while ago when i migrated
7. Case ID 4-9152000032708

So no resolution yet and losing confidence on Google's customer support.   This is a corner case and a warranty case that should be able to be resolved by their back end team to hook my original subscription to the replacement device.   I am not trying to buy a new device and use my old subscription, i am trying to go to the original state now that they replaced the device with warranty. 

[EmersonB]

Hi fgsgr,

Thanks for getting back to us. I'm sorry to hear that you'll not be able to get your original subscription. Since the system will detect that you'll install a new or a replacement Nest doorbell it will give you a suggestion to get the 2nd gen of Nest Aware and not the 1st gen anymore. The 1st gen can be applied for one device only while the 2nd gen will be applied to the home structure. Meaning to say, in case you have a multiple Nest doorbell or you have a plan adding a Nest camera in the future, you don't have to pay more because it's still covered. Hit this link for more information.

Best,

Emerson

[janthadeus]

Hey there,

Checking in — we hope you've got the answer you're looking for. Let us know if you have more questions in mind.

Thanks for chiming in, Emerson.

Regards,

JT

[janthadeus]

Hi there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Best,

JT

[fgsgr]

hi, no resolution has been provided.   you guys mention in here like if someone was helping, but no one is doing anything to resolve this case.... what now?

[janthadeus]

Hey fgsgr,

Our team is currently investigating it. I'll get back to you as soon as I have something to share. 

Best,

JT

[fgsgr]

every time i contact support on chat they say no updates.  it is been a while is there an ETA for an update or something?  looks like this is an endless delay with no substance

[janthadeus]

Hi there,

I'm sorry for the delay. Our team is currently working on your case. Rest assured we're on top of this and you'll hear from us once we get a word.

Best regards,

JT

[aatienza]

Hey there,

We're back. We've checked your case and found out that our team reached out to you about this — let us know if you have other questions as I'll be locking the thread after 24 hours.

Thanks,

Archie

[fgsgr]

i have the same issue, but mine is out of warranty, how do i file a request?

[janthadeus]

Hi fgsgr,

We haven't received your form. Were you able to fill it out? Do you still need help?

Thanks,

JT

[fgsgr]

Hi, yes submitted and approved by Google despite being out of warranty.  Appreciate the customer support,I will be receiving my unit tomorrow

[fgsgr]

so i installed the new nest, before i remove the other one from my account, is there a way to transfer the known persons from the old one? not the videos, just the list of people and names that the new one will recognize, so they are the same as the old one?

[fgsgr]

well turns out, i am being forced now to pay more, to move into the new nest aware subscription, so first the device breaks, replaced, and now i need to pay a higher subscription? how is this even possible?

[MplsCustomer]

@fgsgr 

Perhaps this will help: If you currently have a 1st gen Nest Aware subscription and you do NOT use a Google Account to sign into the Nest app, you can still buy 1st gen subscriptions:

https://support.google.com/googlenest/answer/9228198?hl=en#zippy=%2Cpurchase-a-new-subscription-and-...

[fgsgr]

I have a google account but my first gen subscription is active.  It says my cameras are not compatible 

[MplsCustomer]

@fgsgr 

I'm just another Google Nest customer, but the link I provided says "You can only buy 1st gen subscriptions if you don't use a Google Account to sign into the Nest app."

You could try using the "Contact us" link under "Nest Aware Premier Care" on the page below to "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription." to see whether they'll let you have a 1st gen subscription on the replacement Nest Hello:

https://support.google.com/googlenest/answer/9233159?hl=en

[fgsgr]

yes i opened a case, and had to be escalated.  let's see if they can help me.  When i was processing the warranty they told me not to worry about this and that i was going to be able to keep my old subscription.   I already had the google account with my nest wired with nest aware 1st gen subscription.   And the device replacement is the same old nest wired, triggered by the warranty issue, so i just want to get back to my original state of the service that i was paying for.   I need the 24/7 5 day history and was paying $5 per month.  Now the same feature is only available in the $12 per month plan.   So in summary, my device cracked due to bad materials, great, they replaced it, and now i have to pay more than twice in monthly fees to get the same service i had before.   So this makes no sense at all as the warranty issue should be able to get me to my original state

[janthadeus]

Hey fgsgr,

Could you provide the case id of your interaction with our support team so I can have it reviewed?

I appreciate the help, MplsCustomer.

Thanks,

JT

[fgsgr]

4-9152000032708

[fgsgr]

well....it's been a week now.     This is clearly a corner case.  Originally i thought that this was great customer support as they replaced my device, but there is a trojan horse in all this.    Now i am being forced to pay $120 a year for subscription instead of $60.     This is a warranty replacement....of course they replace it, because they will force you to go into the new susbcription which is 2x what i had.    Worse part is that i asked this question before the warranty was processed and i was told i could keep my original subscription (yes i have the chat transcript).   They lied to me or the person didn't know.   Here is Google nickel and diming their loyal customers....no wonder how they can get this low with customer support...   They need to understand that home automation like any other business has a customer support element, which is clearly not present here.   I was duped and tricked by google and now i have to pay $120 a year, this is customer abuse