new Nest Door Bell (wired) installed, SO many questions!!

[ReGo]

I've replaced my 1st Gen Nest Door Bell (wired) because after almost 3 years it simply died. Ordered the 2nd Gen (wired) in Ivy color (nice touch, adding color options) and sooooooo much is different than the 1st Gen version. 

1. the Bell Puck does not work! When it's connected, my home chime will not ring. With it disconnected, my home chime will ring. I've read other posts that comment on how the Puck's can be defective. Someone, please advise as the previous version didn't even come with a Puck.
2. the aspect ration on the camera shows considerably less than my previous Google Door Bell. This is truly disappointing! Is this a feature or a bug? Is there a way to get out of what I can only describe as the old 4:3 aspect ratio we used to watch on TV? Is there any way to get the aspect ratio that my previous Google product supported?
3. I cannot add my new 2nd Gen door bell to my Nest app. When I try "Add product" on my Nest app, it does not even show the 2nd Gen door bell as an option. 

I've got a lot going on, folks!! Any help is greatly appreciated. 

[MplsCustomer]

@ReGo 

The previous 1st generation Google Nest Hello Doorbell DID have a chime puck, with 4 wires, while the chime puck for the 2nd gen doorbell has only 2 wires. All 3 of our Google Nest Hello Doorbells--the oldest is 4+ years old--have chime pucks (chime connectors).

Some customers in this forum have reported defective chime pucks. At least some had to get their whole doorbell package replaced in order to get a replacement puck. Other customers have reported they had to upgrade to a 16V 30VA doorbell transformer in order to get their chime to ring. My impression is that, for many customers, Google Nest's minimum requirements (https://support.google.com/googlenest/answer/9247132) is insufficient. We had to upgrade ours when we got a second Google Nest Hello Doorbell 3 years ago.

Yes, the aspect ratio is different for the 2nd Gen Google Nest Doorbell. Google Nest thinks it's a selling point. The aspect ratio is fixed and cannot be changed.

The newer Google Nest cameras and doorbells released starting in Sept. 2021 work only in the Google Home app and NOT in the Google Nest app or on the home.nest.com website. We bought a new battery camera in Sept. 2021 and have been using 2 apps ever since, waiting for Google Nest to get all of our cameras and doorbells working on the same app. See this blog post from last year:

https://www.googlenestcommunity.com/t5/Blog/Top-Google-Home-app-questions-for-Nest-app-and-Nest-came...

[ReGo]

Thanks Mpls, appreciate the thoughtful answer. Honestly, I feel like this is an inferior product to the 1st Gen and I'm probably going to return it and find a new or refurbished 1st Gen. I'm just SHOCKED an engineer at Google said something akin to, "...and we should absolutely condense the filed of view our video provides in the update." It's just a classically dumb move to make and it bums me out, but that's life in the fast lane I suppose. 

[EmersonB]

Hello everyone,

@ReGo, thanks for reaching out here in the Community. The Nest Doorbell (wired, 2nd gen) has higher power requirements than most doorbells. For some installations, you'll need to replace the transformer for your doorbell. If you don't want to replace the transformer, and you think you'd prefer a battery powered option, you may want to install a Nest Doorbell (battery) instead. You need a transformer that is rated for 16-24 V AC, 10-40 VA to provide enough power to your doorbell. If you've already installed your doorbell and you see a blinking yellow light on the front, your doorbell isn't receiving enough power. Hit this link for more information

I appreciate the help, MplsCustomer.

Regards,

Emerson

[ReGo]

Thank you Emerson. As I shared already, I returned the 2nd Gen wired doorbell. I wasn't having a power issue at all, I believe I just had a defective Chime Puck, but in all honesty I'm not in love with the product. The aspect ratio on the video provided is much smaller than the video provided by the 1st Gen Hello doorbell. That's why I've got a video doorbell in the first place, to see as much of my front door as possible. It's confounding to me that Google would update a product meant to provide video and have it show less video, but those things are above my pay grade. Regardless, I appreciate you. 

[EmersonB]

Hi ReGo,

Thanks for getting back to us and for sharing your thoughts and ideas here. We’ll take note of it and ensure that we'll learn from your experience as we continually improve our products and services. Rest assured that we'll take this as feedback and learn from this to deliver a better process and experience in the future. Let us know if you have more questions in mind.

Best,

Emerson

[EmersonB]

Hello ReGo,

We wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.

Regards,

Emerson

[ReGo]

Thank you for reaching out. I've gotten my 1st Gen Nest Hello doorbell installed and all is right in the world. Again, I appreciate how Google is always looking to improve, sometimes the best improvements are the ones that leave features customers like and count on in place. 

Thanks again for the communication. 

Best,

ReGo

[EdmondB]

Hey there,
 

Awesome — glad to hear that and thanks for getting back to us. If you have any new questions, updates or just a discussion topic, feel free to start a new thread in the Community.

Best,
Edmond

[EmersonB]

Hey ReGo, 

It's us again. How's it going? In case you have additional questions or concerns, you know where to find us

I appreciate the help, Edmond.
 
Thanks,
Emerson