Nest hello solid green light

[Elev8]

About 3 weeks ago my nest hello started began showing as offline in the nest app. The camera itself has a solid green led light but doesn't respond to anything. Reset doesn't work. Factory reset doesn't work. I opened a support ticket with Google. They agreed the device needed to be replaced but said it went out of warranty on July 9 (support request was initiated July 11). I proved that this issue began weeks ago but they don't seem to care. 

Is google support always this bad? Has anyone been able to fix this issue? I see other similar threads but no resolution.

[EmptyNester]

Hi Elev8, I'm and end user like you.  That is an unfortunate story.  I will try and get someone else to read this and see if a better response can happen but no promises. 

[Elev8]

Hi EmptyNester, thanks for that. Any help would be appreciated.

[EdmondB]

Hi Elev8,

I'm sorry to hear about your experience on your Nest Hello 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, @EmptyNester.

Thanks,

Edmond

[Elev8]

Hi EdmondB, thanks for reaching out. I've filled out the form as requested.

[EdmondB]

Hello Elev8,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread.

Best,
Edmond

[Elev8]

Hi EdmondB,

Thanks for the update. I look forward to working with the team to reach a resolution. 

[EdmondB]

Hello there,

Sounds like a plan. Please keep an eye on your inbox as someone will get back in touch with you soon. 

Thanks,
Edmond

[Elev8]

Hi EdmondB,

Nothing yet but I'll continue to monitor. Thanks!

[zoeuvre]

Hi folks,

@Elev8, thanks for keeping us in the loop. We want to make sure that everything will be taken care of —  We’ll keep this thread open and wait for your update.
 

Regards,

Zoe

[zoeuvre]

Hey there, 

I want to check and see if you are still in need of any help. Please let me know, as I would be happy to assist and answer any questions you may have.
 

Kind regards,

Zoe

[zoeuvre]

Hi there Elev8,

Just one final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know. 
 

Cheers,

Zoe

[Elev8]

Hi Zoe,

Thankfully the team has resolved my issue. I truly appreciate the assistance from everyone in this thread 🙂

[EmptyNester]

That is great news!  Thanks for the update.

[EmersonB]

Hi everybody,

@Elev8, thanks for getting back to us and we're glad that it's resolved now. We’ll consider this one complete so let us know if you have other questions or concerns as I will be locking this after 24 hours. Feel free to start a new thread and we'll be happy to help.

Thanks for answering, EmptyNester, Edmond and Zoe.
   
Best,
Emerson