My Nest Hello Doorbell is Peeling

[Fozz55]

My Nest Hello door bell camera is peeling and the lense has started to fog. It seems reading these forums this is a known problem. Given I have three Nest products and the cost incurred to purchase them I'm not happy at all. 

[Lance_L]

Hey Fozz55,

Thanks for posting in the Google Nest Community. I’d be happy to help you with this. I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

All the best,

Lance

[Fozz55]

Hello Lance 

Thank you for your reply. I have submitted the requested form ... Regards 

[Lance_L]

Hi Fozz55,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Cheers,

Lance

[Fozz55]

Hi Lance,

Unfortunately no one has reached out to me in over a month. 🙄🤔

Think I'm gonna bounce this known problem over to BBC Watchdog & contact the vender under my Consumer Rights. 

Thanks for trying or is that not trying 🤔

Could you also tell me how I go about cancelling my yearly Google subscription for the three Nest camera's I own?

Regards.

[Lance_L]

Hey Fozz55,

I’m sorry to hear that this still isn’t resolved. However, our support team has already reached out to you via email a month ago, requesting additional information so they can assist you further. 

Please check your inbox, spam, or junk folder for an email with the subject "[2-0343000035887] Your Google Support Inquiry."

If you didn’t receive the email, please let me know, and I’ll be happy to assist you further.

Thank you for your patience.

Sincerely,
Lance

[Fozz55]

Hello Lance. 

I supplied the additional information as requested weeks back. There is definitely no email from yourselves in my inbox or spam folder. 

Please advise. 

[Lance_L]

Hello Fozz55,

Thanks for your patience in this matter. I have reached out to our support team, and they will be resending the email shortly.

Kind regards
Lance

[Fozz55]

Hello Lance 

I have replied to your email with the serial number of the unit and images attached.

Regards 

[Lance_L]

Hi Fozz55,

Thanks for circling back. I have notified our support team that you’ve already provided the requested information. Hang tight; they’ll reach out once they have more information to share.

Cheers,

Lance

[Fozz55]

Hello Lance 

I have received my replacement camera today and it's now fitted (Thanks for all your help) The original faulty unit has been posted back to yourselves via DHL ... But I think your sending out another camera to me. You have my payment card details to hold the replacement charge and credit once the old unit is received but I have another notification that a delivery from yourselves via DHL is due 2nd of March. I only ordered one replacement as requested from Google's email. Please don't charge me for this second camera.

Regards 

[Lance_L]

Hey Fozz55,

It was a pleasure assisting you! I’m happy to hear that you already received the replacement device and even got it up and running. 

Please don’t worry about the system-generated email you received; I confirmed that there is only one replacement order that has been processed. Also, once the defective product has been confirmed as received, the authorization hold will be removed.

Let me know if you have additional questions.

All the best,

Lance

[Fozz55]

Hello Lance 

That's great! ... The faulty unit is already in transit to your Poland address. 

Thanks again for all your help Lance 👍

Kind Regards ... 

[Lance_L]

Hi Fozz55,

No worries; I’m happy to help! You’ll receive another email once the original device has been received at the warehouse.

If you have any further questions or need assistance, don't hesitate to reach out to us at the Nest Help Center.

Cheers,

Lance

[Fozz55]

---

@Lance_L wrote:

Hi Fozz55,

No worries; I’m happy to help! You’ll receive another email once the original device has been received at the warehouse.

If you have any further questions or need assistance, don't hesitate to reach out to us at the Nest Help Center.

Cheers,

Lance

---

Hello Lance 

I've ordered an additional outdoor battery nest camera which I've now received but on my bank statement I've noticed the faulty Nest Hello door bell camera is still "pending" on my payment card account. Obviously this camera was returned. I received an email notification that the unit had arrived at your Poland base on the 5th March and thanking me for returning the old unit ... Could you please look into this and get this hold on my card removed please.

Kind Regards 

[Lance_L]

Hello Fozz55,

Thanks for circling back. I’ve checked this out for you and can confirm that we did receive the original device on March 5. Normally, it would take 7 business days to lift the authorization hold (from when Google received the defective item), but it still depends on the financial institution. If 7 business days have passed and the hold still isn’t released, I’d suggest contacting the bank for further assistance.

Let me know if you have any other questions.

All the best,

Lance

[Fozz55]

Hello Lance 

The pending charge has now been removed from my card account. 

Thanks again and thanks to Nest for honouring the replacement unit. 

Regards 

[Lance_L]

Hey Fozz55,

It’s been a pleasure to help. I'm delighted that this has been resolved. Let me know if you have any other questions in the future.

Regards,

Lance