Unable to factory reset nest doorbell (battery)

[bunjee23]

I have a nest doorbell that has been working fine for 10 months. On Monday my phone told me that the doorbell was offline. I took it inside and put it on charge. Using the help available online I tried to do a restart by pressing the reset button for 5 seconds. I had no lights come on and I still couldn't connect it to my wifi. After reading more help articles it seemed my only option was to do a factory reset. I pushed the reset button for the required 12 seconds but had no confirmation chime or lights from the doorbell. I then tried to install it as a new device in the Google Home app after deleting the original entry, which ran through the whole process and then at the end came up with a message saying that something went wrong and I needed to do a factory reset. I then went through the process again but got no confirmation that the doorbell had done the reset. I pushed the pin into the reset hole a number of times holding it in for periods ranging from 15 seconds to one whole minute but still no confirmation.

I thought that maybe the battery wasn't charged fully so left it on charge overnight and tried again today with the same result.

I tried to get some help from the chat facility but after 50 minutes of that and not even being able to establish my problem the chat was discontinued because I "hadn't answered in a while" which was untrue as I was sitting at my computer waiting for "Douglas" to answer my queries, or at the very least point me in a direction that would help me.

Anyway, I am of the opinion that the doorbell is non functional and would like to get a replacement as it is well within the 2 year warranty period.

[MplsCustomer]

@bunjee23 

You need to contact Support to initiate a replacement under the 1-year warranty, starting with this link:

https://support.google.com/googlenest/gethelp

[bunjee23]

Thanks for the suggestion.

I have been able to find a phone number for warranty support and spoke to a very nice and helpful young lady called Gabby, who was able to do what was necessary for me. A much better experience than the help chat facility that Google provides.

I must say finding the phone number was not easy and only due to Australian law that says that warranties must have a phone number to contact with regard to warranty service. I was able to view the warranty documents and got the phone number for support from them.

[EmersonB]

Hi everyone,

@bunjee23, thanks for reaching out here in the Community and we're glad that you're able to reach or support team. Let us know if you still need any assistance.

I appreciate the help, MplsCustomer.

Best,
Emerson 

[EmersonB]

Hi bunjee23,

We wanted to follow up and see if you were able to fill out the form? Let us know if you have additional questions.
 
Regards,
Emerson

[janthadeus]

Hey there,

I just wanted to jump in here to make sure that you saw our response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.
 

Thanks for the help here, MplsCustomer and Emerson.

Best,

JT