Outer film pealing off nest hello

[bbickleyvaile]

Hi,

I purchased a Nest Hello doorbell in August 2020. I have just noticed that the outer film is peeling off. I am unsure how long the warranty is. Assuming it is only one year? If it is outside the warranty has anyone had any success acquiring a replacement? Also does anyone know if this manufacturing issue has been addressed? I have attached pictures below. Seriously considering looking at other doorbells.

thanks,

Brendan  

[bbickleyvaile]

 

[The-Major]

Hi, I have the exact same problem and my unit is under a porch, this looks like an ongoing issue which should have had a recall if you ask me ...

Not sure how to get this resolved myself but I will not by buying anymore Google products if my unit doesn't get replaced, Ring is halve the price without this issue ...

[bbickleyvaile]

I agree with you. Its a shame as I really like the product, but certainly won't purchase another one if it isn't replaced. Having looked into it more there does seem to be an ongoing issue.

[-Craig]

Isn't this the protective film that is supposed to be removed after you have installed the device, just peel it off.

[bbickleyvaile]

No that was removed. If it was the protective film it would just peel off. When I tried to take it off it flaked off if that makes sense.

[-Craig]

The film is probably flaking as its been outside, poss in sun since Aug 2020. Im sure its the protective film, as I can see the edges of film in your photos, try and remove where its not flaking with a soft edge, eg finger nail, credit card, etc

[bbickleyvaile]

Thanks, but i've had a look again and you have to scrape pretty hard for the film to come off. Protective film normally comes off pretty easily and looking at other peoples experiences they have the same thing whether the devise has been in the sun or no. 

[-Craig]

The film does come off easily when the device is new, its soft, flexible and the adhesive not dry. If its left on, the adhesive will dry and the film become brittle, and hard to remove. A similar thing happens to Sellotape or clear tape that is left on a window over a period of time. I think the issue with Hello is the protective film is so well applied, its not obvious to remove when installing (should not be clear, and/or have 'remove me' printed on it).

I recall similar peeling on my Hello, but luckily I removed after a week or so after noticing, so film was still easily removable.

[Brad]

Hi there,

I am terribly sorry to hear about your Nest Camera issue! I can imagine it’s been quite frustrating being without a working device. I would love to look into this further for you.

We will be reaching out to your email on file to collect some information from you. Please respond as soon as you can, so we can get the process started. 

Please let me know if you need any further assistance!

Best Regards,

Brad.

[Cleells]

Dear Brad, 

I have the same problem with my nest doorbell. It has gotten to the point where I cannot see anything at night through it. Daytime is pretty good.

[bbickleyvaile]

Hi Craig, Thanks for your replies and now that you say that it does make sense. I went to chip a bit more off today and it is shinny underneath. We had it installed by a nest professional, so I am trying to touch base with them to see if they remember if they took it off. I will have another think as I think the worrying thing for me is that other people are reporting the same, but are adamant they have taken the film off. I completely see what you are saying though and it has certainly given me food for thought. Thank you 🙂