topic Re: Need replacement under warranty in Nest Protect

Need replacement under warranty

Steve — Wed, 01 Sep 2021 08:29:53 GMT

My battery operated nest protect has failed (failed sensor). I posted two weeks ago asking how I get a replacement as it’s within the warranty period. A guy called Ai sent me a message asking me to email some details, but I’ve heard nothing back (Case ID [9-0120000031696]). That was over a week ago. He’s locked the thread, so I can’t ask what’s happening, so I’ve had to start a new thread for the same problem.

Does anyone know how to get google to replace a faulty protect device under their warranty?

Re: Need replacement under warranty

JillG — Wed, 01 Sep 2021 15:25:05 GMT

Hi Steve,

I will escalate your post and case number over to a Community Specialist to respond.

Jill

Re: Need replacement under warranty

Steve — Wed, 01 Sep 2021 18:06:22 GMT

That would be great. Thank you!

Re: Need replacement under warranty

JillG — Thu, 02 Sep 2021 16:20:06 GMT

Still working on getting your case number over to a specialist...haven't forgot!

Re: Need replacement under warranty

Steve — Thu, 02 Sep 2021 16:44:37 GMT

Thank you!

Re: Need replacement under warranty

Steve — Fri, 03 Sep 2021 16:45:11 GMT

Just got an email reply from support referring me back to this forum!

I’m supposed to get. 2 year warranty with my nest protect, but it seems impossible to claim!

Does anyone know how to claim under the warranty for a replacement for a faulty device?

Thanks

Re: Need replacement under warranty

JillG — Fri, 03 Sep 2021 16:51:46 GMT

Oh no...😬I am going to nudge the escalation I made again. Hang tight and thanks for updating---

Re: Need replacement under warranty

Steve — Thu, 09 Sep 2021 17:19:30 GMT

Nearly a week on and still getting nowhere.

My unit is supposed to come with a 2 year warranty, but it's impossible to get through to anyone to claim. I've been trying for nearly a month now!

Re: Need replacement under warranty

Steve — Mon, 13 Sep 2021 13:52:55 GMT

10 more days and still no progress. I’ve been trying for over a month now to get a warranty repair or replacement for my faulty protect. I can’t get anyone to respond.

Does anyone know how to claim on the two year nest protect warranty? I’ve followed the instructions on the warranty document and on the website and got absolutely nowhere!

Re: Need replacement under warranty

GarrettDS — Mon, 13 Sep 2021 22:05:13 GMT

Hey Steve,

Having issues with your Protect is not ideal, and I am sorry you are running into trouble. I wanted to reach out to let you know that I am looking into the issue for you at this time.

Thanks as well JillG for the help!

Thank you so much for providing me with the case number. I have reviewed the case and at this time, I have escalated this up to higher Team. They will be in contact with you very shortly. I understand the frustration and truly am sorry for the delayed responses from the previous Team. Please let me know if you have not heard from our Team in the next 24 hours, as I want to ensure you are being helped from here going forward.

Best regards,

Garrett DS

Re: Need replacement under warranty

Steve — Mon, 13 Sep 2021 22:27:16 GMT

Thank you! I’ll let you know either way.

Best wishes,

Steve

Re: Need replacement under warranty

Steve — Sat, 18 Sep 2021 16:39:09 GMT

After five weeks, I've finally got an RMA number (RMA67806608) to get a replacement for my faulty nest protect, but the link in the email to order a replacement doesn't work it just takes me to a page that says "The requested URL was not found on this server."

Does anyone know how I actually order a replacement for my faulty nest protect under the 2 year warranty (my unit is only 18 months old). I've spent five weeks on this and I'm getting absolutely nowhere.

Can somebody order me a replacement (you have all my details as I've sent them a dozen times or more when you've requested them) or send me a link that works?

This really is ridiculous.

Re: Need replacement under warranty

Steve — Tue, 21 Sep 2021 10:23:28 GMT

OK, I finally got the right link and the new unit has arrived. Only the new unit was manufactured in October 2018 (three years ago) and is way older than the device it's replacing! So now, I won't get the 10 years out of the unit before it expires. This is after waiting 5 weeks for the replacement! I'm really disappointed, Nest was much better before they were bought out by Google.

Re: Need replacement under warranty

GarrettDS — Tue, 21 Sep 2021 22:45:29 GMT

Hey Steve,

I apologize for the frustrations around this. I'm happy to take this feedback and pass it forward as this is not the experience that we want for our customers. I understand that this is not ideal and can definitely pass this forward.

If you have any further questions please feel free to ask. I will be closing this thread in 24 hours.

Best regards,
Garrett DS

Re: Need replacement under warranty

Steve — Wed, 22 Sep 2021 15:43:43 GMT

Thanks, but how do I get a proper replacement rather than this old unit?

I note that you say that "this is not the experience that we want for our customers". Does that mean you'll do something about it?

My only other option is to complain via my credit card company, but I want to make sure I've exhausted all other options first.

Re: Need replacement under warranty

Steve — Wed, 22 Sep 2021 15:44:43 GMT

Deleted post (incorporated into previous comment)

Re: Need replacement under warranty

DFH — Sat, 25 Sep 2021 10:13:47 GMT

Hi Steve,

I am having the same problem with a nest protect failing because of a ‘faulty sensor’.

The unit was purchased earlier this year.

would you mind sending me any info you have regarding how to return it under a warranty claim as I haven’t been able to find anything online.

Thanks.

Re: Need replacement under warranty

Steve — Sat, 25 Sep 2021 16:32:05 GMT

Deleted post (re-submitted as reply to the post above from DFH).

Re: Need replacement under warranty

Steve — Sat, 25 Sep 2021 16:31:13 GMT

It was impossible to get through to anyone from google/nest even following the instructions within their own terms. I eventually got someone to log a complaint via this forum (see above) and after five weeks of constant chasing I got a replacement. Only the replacement is three years old so I've lost 2 of the 10 year lifetime of my product. They refuse to provide a like-for-like replacement, so I've applied for a full refund via my credit card company due to breach of contract. They say I should get my refund within the next 5-10 days and they'll chase google/nest themselves saving me any more hassle. I'll never buy one of these again which is a shame as before Nest were bought out by Google, their customer service was brilliant.

Re: Need replacement under warranty

linit01 — Tue, 05 Oct 2021 21:21:13 GMT

I have a faulty protect i purchased 3/4/21, the sensor is saying it is dirty but it is not. I purchased this directly from Google, how to I get it replaced?