Why is my nest Doorbell battery talk and listen volume is very VERY quiet

[JohnF]

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original poster: Joe 5774 

When I use the talk and listen function on my doorbell I can hear the person at my doorbell on my phone fine, but they can barely hear me, even when I have my mouth right up against my phone's microphone. My phone works fine on calls. I've turned the volume up in the Home app for the doorbell but it's made no difference. Any ideas why they are hearing me so quietly?

[Jake13]

Same problem here.  My wife and I just bought 2 Google Nest Doorbells (Battery) for our house.  I've installed one of them (hard wired) and everything works fine except the volume of the doorbell speaker when talking through our phones is barely audible.  When we talk through our Nest Hub Display we can hear just fine with no problems.  I have a Galaxy Note 9 and my wife has a Galaxy S 10.  Also (again only when using ours phones) there is an echo of the person talking through the doorbell that is louder than the person trying to talk through their phone. 

[TomDB]

Living in Belgium, Galaxy S20FE and S9 same problem.

How can we bomb-complain their system on a daily basis to get them to  wake up ?!?

Or at least get someone to put on his/her bigboy pants and tell us the truth ...

[divadyasdnil]

Open Google Home. Select Cameras option from the icons at the top of the home page. Select the three dots at the top right and choose Feedback. Select Cameras and doorbell. Send feedback. You will probably be presented with a list of potential solutions. Push through those until you can leave someone a message.  Avoid telephone or live chat options as you will just go around in circles with that. I think you will have the option of using Facebook. It takes you to a Messenger option to leave a message - https://www.facebook.com/search/top/?q=google%20nest . Or you can open Facebook seperately and search for Google Nest to get to the same page. Then leave a message there. I had a response within 24hrs and after a series of Messenger communications was advised that the issue would be raised with the Nest team. The agent eventually had me go to this page to leave a report - https://support.google.com/googlenest/contact/social_googlenest .

I also have an email for the Nest team that I used previously and you could try that. The address is - googlenest-support. You need to add @User123456.com after googlenest-support. I tried putting it in full here but Google cleverly blank the address out.

[newobc]

Had a reply from the "higher level support" after chasing....:

"This is still being looked at and being worked on a fix. We'll keep you posted once there's an update."

Could just be another brush off. 🤷‍♂️

[bringmemybow]

Let's hope the pressure is working!

[Jelmer_]

I also have a support ticket, I'm getting no information whatsoever. 

[divadyasdnil]

Latest communication from Google says -

'This is Joshua, one of the support specialists here at Google Nest. I saw your conversation with our social media team about the issue with Talk and Listen on your Samsung device and wanted to help. I've already elevated this to our senior specialists and i'll get back to you here on this channel for updates.'

[bringmemybow]

Great work! Keep us updated. 

[Jake13]

That would be nice.  I've installed both brand new doorbells to my front and back doors.  Both of them have the same issue of the doorbell speakers not being very loud.  We've figured out that the person talking through their phone must put their mouth very close the the mic on their phone for them to be just audible enough to be heard through the doorbell speaker even though when talking through the Nest Hub Display you can here through the doorbell speaker loud and clear.  Which is real let down considering how expensive these devices are.  There doesn't seem much point in exchanging them for the same thing since it is practically certain to have the same issue.  And since we had also purchased 2 flood light cams and the nest diplay I doubt I would be able to return all of that just because the doorbells are apparently substandard.  That being said, seeing that this is obviously an issue that has been going on for some time now, I would have thought that google would want to pride themselves on being above standard, not settle for being below it.

[divadyasdnil]

The same volume issue impacts the Nest Cam (battery) as well as the Nest Doorbell (battery). Yes, if you shout loudly into the phone mic the visitor can just about hear you with their ear very close to the speaker on the doorbell/camera but the volume is significantly lower than when you use a different brand of phone like an Apple or simply use Quick Responses. Outdoor background noise like wind or traffic makes my voice inaudible to visitors if I try to use my Samsung.

[Clarky]

Hi Joshua, this is fantastic news.  Thank you! 

Your previous posts seem to report issues with having purchased nest products but here you say you are a Google Support Specialist?  

It is so surprising that Google have seemingly not put any fix attention to this whole-of-Samsung user impacted issue since the previous doorbell was realeased and now their new version . . . such a pity for google products rep damage and their customers, even with all the feedback logged as requested, media and forum efforts made by disappointed Google Customers.

Could you please let us know what the response from your Senior Specialist was?

Cheers. 

[Clarky]

Hi divadyasdnil, Apologies. Just re-read the content in your message was in fact a quote from Google Support.

Can you please confirm what communication channel you received this message form Google?  

[Jelmer_]

I have a support ticket, with this respnse: 

We've checked with our higher support and they still don't have new updates regarding this.

For your reference your case number is (). If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

Have a new question? There are lots of ways to get back in touch with us below.

Thank you,
Xean

The Google Nest Customer Care Team

[divadyasdnil]

The first response came through Facebook Mesenger.  Eventually I was told - 'Our team sent an email about your case and we suggest replying back to it. You can continue the conversation there for further assistance.'  I then received the comments mentioned in my previous post in an email from the The Google Nest Customer Care Team.

[divadyasdnil]

I just want to point out for the avoidance of doubt that I purchased three Nest Cam (battery) units and one Nest Doorbell all directly from the Google Store and all have exactly the same problem. The doorbell is mounted about 1.3m from ground and the cameras about 2.0m from ground, all as recommended by Google. All are installed using the supplied mountings and none are enclosed in housings. The Audio volume is turned to max within the Google Home settings for each individual unit. All are undamaged and otherwise working as expected.

[Jelmer_]

Guys, the only way to get this issue resolved is to wake up this egoistic company, they don't care if a couple of users complain, nobody at Google cares, it's just a lost case for customers to a big company. Lessons learned, don't buy google products, especially Google Nest products. I'm sorry to come to this conclusion, but you can't blame me, look back in this thread and read my posts with collected evidence.

[divadyasdnil]

In fairness to Google their products are well made and for the most part work as expected. The issue with the cameras and Samsung phones is unfortunate and should have been fixed a long time ago but I wouldnt go as far as to say dont buy Google products. There are bugs and functionality problems in most products built by other manufacturers. But I do agree that the Talk and Listen feature is a fundamental selling point of the Nest range and addressing any problems with it should be a priority for Google and Samsung. And if comsumers don't complain then they cant expect anything to be done. Its got to start somewhere and forums like this at least let others know they arent alone in their frustrations with a particular bit of kit.

[Andy-S]

Hi

Just want to add myself to the thread.

Exactly the same issue with my S21.

[divadyasdnil]

Emailed Google advising them of more users posting in this forum, and requesting an update and received this response -

'Thanks for getting back to us and for the additional details about this issue. Our senior specialists are still looking into this. Rest assured that once i hear from them, i'll update you immediately. Thank you for your patience.' - The Google Nest Customer Care Team