Google Nest Warranty | Customer Service

[Bill_B]

• 10/04/23 (Me) - Purchased a new Nest Cam (1st Gen Outdoor Wired) from TandH Products via Amazon.
• 06/21/23 (Me to TandH) - Unit failed completely (LED is out, tried to remove and re-add camera, unresponsive).
• 06/27/23 (TandH to Me) - Contact the Manufacturer for any defective products as your item is covered under the Manufacturers Warranty.
• 06/27/23 (Me) - I spent 2 hours troubleshooting with Google customer support (unit is dead). Submitted the picture, QR code, hand-written note, serial number, and purchase invoice as requested and was told their warranty department was closed and I would hear back from their customer care team.
• 06/27/23 (Google to Me) - I see that Google does not provide a commercial warranty with your purchase. Please contact your original point of purchase to determine if a commercial warranty was provided with your purchase.
• 06/30/23 (Me to G) - This was not a commercial purchase as I bought it for my private residence. The product (new not refurbished) failed after only 8 months and is under warranty based on your website:
  Google warrants that a new Google Product (including any ancillary parts that may be packaged with it) will be free from defects in materials and workmanship under normal use in accordance with Google’s published user documentation for one year from the date of original retail purchase in its original packaging by you.
• 07/02/23 (G to Me) - I understood your concern completely. Could you check and help us with the proof of purchasing receipts for documentation purposes? 
• 07/02/23 (Me to G) - I have attached the purchase receipt as requested and you should also know that this was previously provided along with other artifacts when the ticket was originally opened. Again, I want to reemphasize that the unit was brand new (not refurbished) and functioned only 8 months before failing completely.
• 07/03/23 (G to Me) - Thank you for checking and helping with the invoice receipt as requested. I'll check with our team and update you once I hear from them.
• 07/05/23 (G to Me) - I appreciate your time and patience. I have checked with our team and I'm sorry, Google does not provide a commercial warranty with your purchase. Please contact your original point of purchase to determine if a commercial warranty was provided with your purchase.
•  07/05/23 (Me to G) - Please help me understand why you resent the identical email as before? Also please describe for me what exactly is a “commercial warranty” and how that applies to my purchase? I bought a Nest Cam (external, wired) that failed after only 8 months of use and based on your website, the warranty is 12 months.
• 07/06/23 (G to Me) - I'm sorry for the inconvenience caused. I have checked with our team and this was part of a large sale of devices to a commercial company as is. There is nothing we can do now. You need to reach back out to the seller.
• 07/06/23 (Me to G) - I appreciate your quick response but firmly disagree with the information. Irrespective of having purchased the product from a reseller, the transaction does not negate Google's warranty for their product failing prematurely (8 months). As another example, if a company's product caused a fire due to an electrical issue, selling them to a commercial company "as-is" does not indemnify the originating company from liability. I ask again that Google honor their warranty and replace their failed device as I am out $204.24.
• 07/07/23 (Me to Forum) - Any ideas from the community on how to get Google to honor their product warranty rather than denying culpability? From what I have researched, this is a widespread issue with significant financial impact to consumers.

[MplsCustomer · Accepted solution]

@Bill_B 

Here are a couple of thoughts from another Google Nest customer.

Google Nest has not sold the Google Nest Outdoor Camera since Sept. 2021. (We know because we had to buy a battery camera in early Sept. 2021 because of this.)

Perhaps--this is just a guess--your camera was originally sold in a batch of cameras to some company or corporation as a commercial or corporate purchase prior to Sept. 2021, and that commercial purchase did NOT include a warranty. Some time after that, TandH Products came into possession of those unwarrantied cameras (or perhaps they were the original purchaser),  and TandH Products then sold these unwarrantied cameras on Amazon, and you then bought one. If that is the case, that would explain Google Nest's response, and perhaps TandH Products is the one who is liable for selling a camera without a warranty.

Here's an Aug. 5, 2021 article on Google Nest discontinuing sales of the Nest Cam Indoor and Nest Cam Outdoor: https://9to5google.com/2021/08/05/nest-cam-discontinued-google-new-models/. (The Nest Cam IQ Outdoor was out of stock Jan. 5, 2021: https://9to5google.com/2021/01/05/nest-cam-iq-outdoor-stock/.)

[Bill_B]

Thank you  Mpls for the information and insight and I'll follow-up with Amazon as TandH has evidently washed their hands of this having already been paid. Perhaps I'll have success w/ Amazon as TanH, in a sense, falsely advertised by not stating that their products are sold "As-Is" and without a warranty. $200+ is quite a bit of cash and if I'm unsuccessful, at a minimum, I don't want other consumers to get railroaded.

[EdmondB]

Hello Bill_B,

I'd like to jump in here and check if you've seen MplsCustomer''s response. Let us know if you need more help by replying to this thread.

Thanks for the input, @MplsCustomer.

Best,
Edmond

[EdmondB]

Hi there,

I just wanted to follow up and see if you still need any help. Let me know if you have any additional questions from here.

Thanks,
Edmond

[EdmondB]

Hey there, 

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Regards,
Edmond