I also have a Nest Hello doorbell that I bought in March 2020 and therefore out of warranty (March 2021). The protective film around the camera disintegrated during the warranty period but I didn’t do anything because I didn’t think it was a big deal but now the protective cover is completely gone with the camera lens ultimately falling out. Given the doorbell looked amazing when I installed it and had many complimentary comments, it now looks unattractive and the comments I get are now negative.
I contacted Google Nest via chat this morning to see what they could do. Bizarrely, they don’t sell a replacement camera lens which obviously is the simplest course and which I would buy, but rather unhelpfully informed me that as it was out of warranty all I could do was to purchase another one at a cost of approximately £200. This did not inspire confidence in the product itself, let alone the company.
Aside from having to incur the cost of a new doorbell when the existing one is just under 2 years old, what’s to say that the same problem won’t happen again and I’m back in the same position. Do Google Nest expect you to purchase a new doorbell every two years!!! Basically, the product is not fit for its purpose.
Although the agent was helpful and polite, I am left with a product which is not able to undertake the task it is designed to do. I am sure that this situation occurs quite often which, if the case, why Google Nest don’t offer either replacement parts or a replacement due to a design flaw. I have often recommended Google Nest to many of my friends and have other products around my home so was quite shocked at the lack of support the company has to offer. I think the doorbell/protective cover is defective and is not able to withstand usual wear and tear as well as the weather. It seems that the company simply want your money as they expect you to purchase a new doorbell every two years! Not even a discount was suggested given the age of my current doorbell which was extremely disappointing.
I cannot in good grace recommend Google Nest to any of my friends and family and will obviously have to replace my existing doorbell with another brand. A very unsatisfactory outcome to what I thought was an extremely good product.
