Google Nest Doorbell self-released from latch, hit landing and smashed lens

[NSMLeighton]

I can see several posts with similar issues of the latch slowly wearing and Google Nest Doorbell being knocked off or falling off its holder. This has now happened to us. The camera landing on our tiled landing and now has smashed lens. Unit is otherwise working perfectly.

We are outside our one-year warranty; purchased originally Dec 2021. However, I can see given the frequency of this issue, we may be able to receive a replacement as it's likely to be a manufacturers error.

Could someone please help? We are big Google fans... really hoping you'll come through for us on this. 

[aperezdeleon]

Hi NSMLeighton,
 

Thanks for reaching out to our community. 
 

While your doorbell is outside of the original one-year warranty period, if it appears to be damaged, this isn't the experience we want you to have with our products.

Therefore, I'd like to kindly ask you to fill out this form. This will allow us to take a closer look at your situation and determine the best course of action.

Once you've filled out the form, please let me know that way I can keep an eye specifically on your response.

I appreciate your understanding.

Regards,
Angel.

[NSMLeighton]

Thanks Angel. I've filled out the form, as requested. I appreciate outside of one year warranty period, but this seems more like a fundamental design flaw. Nothing - at this price, should only last 18 months. Update below:

*** UPDATE - there is definitely a fault in the attachment as we are continuing to find our doorbell on our entrance landing when we open our door each morning. I assumed someone had unintentionally knocked our doorbell, but I can see now it's just not a secure enough attachment to hold against wind, doors closing, people sneezing... who knows...!***

[NSMLeighton · Accepted solution]

CAN SOMEONE HELP PLEASE. Just received a message from Google representative stating the standard 'out of warranty line', but this is outrageous. At nearly £200, to say 'sorry, not our issue' when the doorbell design is faulty, is outrageous. The one-year warranty may be 'terms', but it's hugely unethical to not stand behind your premium products Google.

I've seen others on this forum that have had the matter escalated by others, because this happens frequently and is clearly a design/product flaw. 

Can anyone help me raise the issue?

Thank you so much in advance,

Nada

[NSMLeighton]

Anyone willing to help, or experiencing the same issue?