Won’t replace peeling doorbell

[Jameson1866]

I have read about all the peeling issues that come with the doorbell. Like all of y’all, my Nest Hello doorbell is peeling but apparently out of warranty by about one month. It is visually unappealing, and I have temporarily taken it off hoping for an easy replacement from Google. 

I contacted Google via chat this morning and last night to see what they would do.  After spending a ton of time on chat and being transferred to a senior agent the first time after asking politely, I am being told they can’t replace the doorbell and that the solution is to purchase a new doorbell!! I think it’s crazy that I would have to spend so much money again for a new doorbell, with the risk of it peeling again. 

So why can’t Google offer a replacement of the ugly peeling doorbell with the new doorbell?  I am shocked at the lack of company support. 

I am seriously thinking about moving to another platform like Ring. 

so disappointing. 

[MplsCustomer]

I am a Google Nest customer with multiple cameras and doorbells. It seems that the Google Nest Hello Doorbell is plagued with two known design flaws: a small internal battery fails after one or two years (causing the doorbell to go offline when the button is pressed) and a front surface that starts to peel after one or two years. We have two Google Nest Hello Doorbells that are less than two years old. The internal battery is failing on both of them and the front surface is starting to peel on the newer of the two. Google Nest has told us it is "unable to provide a refund or replacement because both Nest Doorbells are out of warranty."

"Unable"?  Google Nest is actually choosing to do nothing. I suggest that Google Nest could instead choose  to provide Nest Hello customers having either or both of these doorbell failures with a discount on a new, re-designed Google Nest Hello Doorbell that has a user-replaceable internal battery obtainable from Google Nest and that corrects the susceptibility to peeling.

[SteveT1]

Hi folks,

We hear you and we’re really sorry you had to go through this. As much as we’d like to, we wouldn’t be able to process a replacement since your device warranty has already lapsed. We’ll take your experience as feedback and make sure to learn from this opportunity to improve. We’ll be here if there’s anything else.

Regards,

Steve

[MplsCustomer]

@SteveT1 

Your comment that Google "wouldn’t be able to process a replacement since your device warranty has already lapsed" is not true. That is an intentional choice that you (Google Nest) is making. Google Nest could choose to replace its faulty Google Nest Hello Doorbells even though the warranty has lapsed.

[Brad]

Hey folks,

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad