topic Re: Nest Protect button cracked in Nest Protect

Nest Protect button cracked

loudened — Tue, 03 Dec 2024 10:36:55 GMT

Hi All,

One of my Nest protect the buttons to push has been cracked. I was shocked about the fragile thin plastic!

The Nest protect replasement date is 2027. So i can asume that the product has to be work for that long....

Is there a way that Google send me a new button that i can stick on my Nest Protect?

The answhers of community agents that the waranty is expired sounds to easy! The thickness of the plastic is less then 1 milimeter. That will crack for sure! The location where the protect is located is warm so the plastic will dry faster... And that thinkness of less then a 1mm is bad design, my opinion....

Re: Nest Protect button cracked

MBuday — Tue, 03 Dec 2024 23:39:38 GMT

Though mine is older, went to replace the batteries today the center cap/button shattered the moment I pressed it to perform a test.

Cannot believe that the plastic for this part is of such bad quality that in a few years, it has lost all its pliability and disintegrated. This was not a cheap smoke detector so this is inexcusable on Google’s part.

My bet Google will refuse to offer replacement plastic buttons, but I hope I’m wrong - otherwise, off to another brand.

Re: Nest Protect button cracked

loudened — Wed, 04 Dec 2024 06:49:55 GMT

I have 3 of them at the moment. And also hoping google can help us. And yes, if not then move to a other brand when I have to replace them in 2027

Re: Nest Protect button cracked

loudened — Fri, 06 Dec 2024 08:55:38 GMT

Its insane that Google is more then $2 Trillion worth and not even capable to react on her own community..... But even more to pay a designer that can calculate that this part of the NEST protect will crack because of his fragile thinness

Re: Nest Protect button cracked

loudened — Fri, 06 Dec 2024 08:59:49 GMT

@nerys can you assist us?

Re: Nest Protect button cracked

loudened — Fri, 06 Dec 2024 09:02:21 GMT

I checked and bought them in 2018. I have more products made from plastic and they are even older and they not cracking.....

Re: Nest Protect button cracked

ByronP — Fri, 06 Dec 2024 18:49:57 GMT

Hi Folks,

Thank you for posting in the community. I’m sorry that the push button has been cracked. I understand how frustrating this can be. I’m here to help.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Let me know if you have any further questions.

Regards,

Byron

Re: Nest Protect button cracked

MBuday — Fri, 06 Dec 2024 18:59:21 GMT

I threw away $15 smoke detectors that lasted ten years without falling apart like this. Fact is, it's only the button cover that's broken here, and clearly the design team screwed up in terms of designating plastic that will withstand the test of time. Inexcusable for a product this expensive.

Re: Nest Protect button cracked

loudened — Fri, 06 Dec 2024 21:03:55 GMT

@ByronP Filled in the Form...

Re: Nest Protect button cracked

ByronP — Sat, 07 Dec 2024 00:52:56 GMT

Hi loudened,

Thank you for your response.

I received your form, and our dedicated team will reach out to you via email for further instructions.

Keep an eye on your email for any updates.

Regards,

Byron

Re: Nest Protect button cracked

coollikejack — Mon, 09 Dec 2024 20:02:26 GMT

Happened to me too. Seems like a design flaw as you can find dozens of examples of people requesting a replacement or complaining about it online. I wish we could get a replacement as it is an eyesore. I won't be buying a replacement if this isn't remedied on subsequent model generations.

Re: Nest Protect button cracked

loudened — Wed, 11 Dec 2024 07:59:25 GMT

Ok.. this is what Google sends me:

Hello Peter,
Thanks for that information. We understand that you're feeling frustrated, and we apologize that we're unable to approve a replacement for your device at this time due to the warranty expiration.
As a gesture of goodwill, we would like to offer you a $25 credit towards your next Google Store purchase.
We hope this helps.
Feel free to reach out if you have any other questions.

Unacceptable !!!

A easy way to close the issue and not confirm the bad design of this button and put some more effort into this to help customers who spend lots of money on their products!!!I replied to them with this:

Hello,

No I can’t agree with this. Many Many companies have replacement parts for products.
My Nest Protect is working perfect only the button is broken. A single small pease of plastic that can be fixed.
A $25 dollar doesn’t make this fix…. It’s a worse way to leave the customer with his issue.
Please consider and investigate if there is a way that Google send me a new button.

Kind regards,
Peter Oudenes

Re: Nest Protect button cracked

loudened — Fri, 20 Dec 2024 15:13:33 GMT

Since this email back I didn't hear from Google something new

Re: Nest Protect button cracked

Weirdweisz — Thu, 26 Dec 2024 20:15:14 GMT

Hello, the same just happened to our nest protect after 2 of our 5 protects went offline yet again and we are trying to rest them via push button. I tapped the button lightly and it immediately just cracked as if made from paper. This is absolutely an engineering and design flaw. the plastic is way too thin and wears out from the sensor heat below the button, making it brittle. I am sure they needed to make the plastic that thin for the sensor below, but this is absolutely the wrong way to place that sensor then. Really think that the nest protect line has quite some issues. our 5 units go offline randomly since we bought them and it has nothing to do with the wifi strength or our routers. Every time I contact support about the issue they are responding that engineering is aware of teh issue with some of the Gen 2 protect units and they are about to push out and update that will fix the random wifi disconnect. They gave me that answer since the last 4 years :-). What a joke.

Re: Nest Protect button cracked

loudened — Sun, 05 Jan 2025 17:20:57 GMT

Didn't hear from Google.....

Re: Nest Protect button cracked

loudened — Sun, 19 Jan 2025 07:48:24 GMT

Didn't hear from Google..... part 2. @ByronP This can't be the way how Google work right? Or is it just sell sell sell money money money, support and good solutions ... what's that?

Re: Nest Protect button cracked

loudened — Sun, 19 Jan 2025 07:58:59 GMT

those who have same issue this was email I received and my reply.

Send a email to them with this ticket as reverence: [4-1174000037692] Your Google Support Inquiry

That you have exact same issue... and want to see a solution

Send the email to: <#>

Maybe they will searching for a solution how to fix this and not give us a useless $25 credit.

Below te reply on my issue with the cracked button I received form <#>

Hello Peter,

Thanks for that information. We understand that you're feeling frustrated, and we apologize that we're unable to approve a replacement for your device at this time due to the warranty expiration.

As a gesture of goodwill, we would like to offer you a $25 credit towards your next Google Store purchase.

We hope this helps.

Feel free to reach out if you have any other questions.

Here my reply on this email. I om not accepting this

Hello,

No I can’t agree with this. Many Many companies have replacement parts for products.

My Nest Protect is working perfect only the button is broken. A single small pease of plastic that can be fixed.

A $25 dollar doesn’t make this fix…. It’s a worse way to leave the customer with his issue.

Please consider and investigate if there is a way that Google send me a new button.

Kind regards,

Peter Oudenes

Re: Nest Protect button cracked

loudened — Sun, 19 Jan 2025 08:02:11 GMT

Here are more threats with same issue. All closed:

https://www.googlenestcommunity.com/t5/Nest-Protect/Nest-protect-button-cracked/m-p/661992

https://www.googlenestcommunity.com/t5/Nest-Protect/Nest-Protect-Button-Cracked-When-Pushed/m-p/628802

Don't let them close this threat until someone post something that solved our issue.

Re: Nest Protect button cracked

loudened — Wed, 22 Jan 2025 15:12:27 GMT

Today received this email:

Hello Peter,
We understand the $25 credit does not cover the full price of the device. Since the device is out of warranty, we are unable to approve a full unit replacement.
As mentioned previously, we do not sell the simple button separately.
Feel free to reach out if you have any other questions.
Thank you,
Jose Senior Specialist

This is the worst support I ever received. NO SPARE PARTS BUTTONS????? HOW????

This is my reply on the email:

Hello,

I can’t trust my eyes….. Google tels me that there are NO spare parts of the button. Even there are many complains about the best design of the button?
So I paid 279,- euro and the only thing Google tells me is: You’re screwed… good luck?

I can’t believe I read this in the email…….
For me NO MORE Google NEST…. I hope many people will read this in the article what we created as users with same issue and nobody will buy them again!

Kind Regards,
Peter Oudenes