Google nest doorbell broken lens

[BasakD]

Hi, our doorbell was latched and locked securely however with the hit to the ring button it fell off and the lens is broken. I purchased it couple months ago, still undergoing the warranty.. Is there any way to replace the lens?

[MplsCustomer]

@BasakD 

You could try contacting Support for a warranty replacement, using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[BasakD]

Thanks, put my inquiry through the contact page too.

[zoeuvre]

Hi folks,

@BasakD, thanks for reaching out to us, and I'm sorry to hear about the situation. Let me take a look at this for you. 

I understand it might be troublesome to take photos. We ask for them to help us better understand the issue and get a glimpse of what the damage looks like. You can reply and attach your photos in this thread. Once I receive your photo reply, we can continue to discuss your options.

I appreciate your help, @MplsCustomer. 

Best,

Zoe 

[BasakD]

Thanks zoeuvre, here is the current image I get with it and the picture of lens as you've requested. 

 

 

[BasakD]

Please let me know if further info requested @zoeuvre 

[EdmondB]

Hello BasakD,
 

I'm sorry to hear about your experience on your Nest doorbell. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Thanks for the help, @MplsCustomer.

Best,
Edmond

[BasakD]

Filled up the form and sent @EdmondB , however I do not get the logic to fill out the form since I already have filled out before and started this thread after .

[EdmondB]

Hi there,

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

Regards,
Edmond

[BasakD]

Hi @EdmondB any updates on this one? I still haven't got any email from the team.

[EdmondB]

Hi there,

Oh no, I'm sorry to hear that. I’ll check with our support and get back to you once I get any updates from them.

Regards,
Edmond

[MplsCustomer]

There are numerous posts in this forum from customers reporting their battery doorbell simply fell off of its mount. Perhaps the mount isn't designed for a doorbell that has to be continually dismounted in order to charge it.

[BasakD]

I completely agree on that. It's not the most convenient thing to unmount, charge it and mount back but it is a lifesaver at the same time specially if you don't have any option the have the cables ready for the doorbell. But Google definitely could have get over with the latch design easily. 

[BasakD]

@EdmondB @zoeuvre  looks like you have no after sales services at all. It's been 2 weeks and still not have heard from anyone in Google. I believe you guys just waiting for the warranty period over so you don't have the offer warranty anymore.

[EdmondB]

Hey there, 

We apologize for the late response. It seems that our support has already reached out to you and processed a replacement for your Nest doorbell.

Let me know if you need further help from here.

Best,
Edmond