Doorbell Help

[Alasdairowen]

Hi all,

I’m hoping for some guidance following my purchase a week ago of the wireless Nest doorbell. I went to charge it for the first time this evening, I didn’t realize it would drop out when I put the insertion tool in, it feel and has a broken lens now. My fault - I’m surprised by how delicate it is though for the cost.

I just finished a support call, there is no planned repair for this lens offered. I’m told the only solution is to buy a new one. Has anyone else come up against this? I’m so surprised that this is the solution to any hardware problems like this in today’s sustainable world… not to mention the expense of replacement. Is there really no other solution for replacing this small glass lens? Thanks so much!

[EdmondB]

Hello Alasdairowen, 

I'm sorry to hear that you got the runaround. Let me see if I can help you get back on track. Could you please share us the case ID when you contact our support? 

I look forward to your response.

Best,
Edmond

[Alasdairowen]

Hi there,

Thanks for the note. The case ID is 2-3539000035310, I don’t believe the support team will take it further unfortunately. If you can offer any help or direction I would appreciate it, thanks so much 

[Jenelyn_O]

Hi there,

@Alasdairowen, thanks for providing the information. It looks like the case ID number is associated with a different product, instead of the Nest Doorbell. Please check the correct case ID number on the day you spoke to our Nest support. 

I appreciate the input, Edmond.

Regards,

Jenelyn

[Alasdairowen]

Hi @Jenelyn_O ! Thank you, looks like I copied the wrong detail, sorry about that! The correct case is: 2-8240000035713

Best,

-Alasdair

[Jenelyn_O]

Hey there Alasdair,

Thanks for proving the case ID number above. I was able to visit your case and noticed that the support who assisted you shared a contact number to ADT PRO. Were you already able to get in touch with them? How does it go? 

Kind regards,

Jenelyn

[Alasdairowen]

Hi Jenelyn,

Thanks so much for following and trying to help. To be honest, I’m so disappointed with the product quality and support (I was assured the number given wouldn’t help), I will be switching over to a new system. It’s a shame as we used to have Nest products throughout our last house, I will go with another provider for smart home solutions. Thanks again for following 

[Jenelyn_O]

Hello Alasdairowen,

We understand — we apologize for the inconvenience you experienced. It’s never our intention to cause frustration or disappointment. If you ever change your mind, we'll be here to help. 

Thanks,

Jenelyn