I have tried to get a replacement bracket and when I called Google support they said my unit is over 2 years old and won’t send me a new bracket. They told me I’d have to buy a new unit. I got rid of my google products and went with Vivint. I have a perfectly good smoke detector I can’t use. Once my Nest Aware subscription is over I’m fully dumping Google. Tell me to buy a new unit, no way!!!!
Has anyone had a satisfactory response from Google on this? Why aren’t they producing a sustainable product that has replacement parts? Surely a backplate must be able to be sold rather than making people buy a whole new unit. Come on google, fix this!
I'm also being told the same thing by Support. My Nest Protect says replace by 2028 but Google Support says I need to buy a new unit which seems wasteful and costly. On other forum threads, I've seen people get connected to Nest Support and get an email to set up a replacement. Can we get that hookup?
PS - Here's a thread where some people may have helped people get replacements: https://www.googlenestcommunity.com/t5/Nest-Protect/Nest-protect-2-mounting-plate-replacement/td-p/8...
Google Support said they'd replace my plate at no cost if it was under warranty. I offered to pay for a new plate and they can't process a replacement (even if I pay) when it's not under warranty. So disappointing.
Good news and tip to everyone still struggling to get a replacement backplate for your Nest Protect 2nd Gen. I found that the @madebygoogle Twitter handle was helping people with this issue and requesting people to just DM them if they needed help. Not even on Twitter so I created an account by signing in with my gmail and then sent a DM to @madebygoogle. They replied instantly and had a new plate shipped to me in 24 hours after asking me to fill out a short support form. My faith in Google has been renewed. Hope this helps.
Just found a great workaround to get a new backplate if Google won't sell/send you a replacement. I found this cad file online for the backplate (https://www.thingiverse.com/thing:3328392) which is the file you'll need to 3D print it. I didn't have access to a 3D printer but found this marketplace (https://www.treatstock.com/) for those who do. It's like Airbnb for 3D printers! I found a reputable printer in my area and uploaded the STI file to them for a quote and got them to print and mail it to me for less than $15. ($10 to print, about $5 to ship). Worked like a charm. See attached picture. The one on the right is the 3D-printed one. The one on the left was the one Google eventually sent me after I DM'ed them on Twitter. I actually am using the 3D printed one (which works fine) and gave the new spare to a friend also in need of a new backplate. Hope this helps!
Basically, you're SOL. You'll have to 3D print a replacement.
I just had two support staff in a row tell me that they could send me a replacement if my Protect was still under warranty, but there's no way for me to buy a replacement from Google. They both suggested I buy a replacement baseplate from a local retailer.
I don't know why this is Google's stance. I can't find any retailers anywhere in the world that sell baseplates. Why would they suggest I go on a wild goose chase with my local retailers?
"When we built the first Pixel phone just five years ago, we made a commitment to design our hardware products in a way that’s sustainable and puts our customers first." What bull.