Nest Cam Outdoor wire sheath has totally disintegrated

[k-gun12]

I have a pair of Nest Cams mounted on the house - they're 5 years old.  The wire sheath from the USB->Cam half of the cord has totally disintegrated.  For a product that is marketed as outdoor -- and certainly for a security camera -- this seems like a major quality issue.  I understand that these things can't be warrantied forever but at the same time, if the tires fell off of my car after 5 years I think I'd be looking for a recall.  Google Nest really cut corners here with the construction.  I'm disappointed.

[janthadeus]

Hi k-gun12,
 

Oh no! I’m sorry to hear that. Let’s check this out — could you fill out this form and let me know once you’re done?

Looking forward to your response.

Thanks,

JT

[k-gun12]

Hi JT,

I have filled out and submitted the form.

Cheers

[Badattitude]

Looks like ultraviolet damage. Was the cable in direct sunlight?

[Jimmy_J]

shouldn't matter.  it is rated for outdoor use.  the sun shines outside.

[k-gun12]

It was in partial sunlight.  As Jimmy said, this is rated for outdoor use.. there is no reason for it to disintegrate like that.  The other half of the cabling from USB -> AC adapter is just fine because it has a proper jacket.

[Jimmy_J]

what a hunk of junk.  mine is doing that too.  never again will i purchase a google product they don't stand behind.  ugh.  sorry friend.

[Badattitude]

Yes the camera is rated for outdoors and weather exposure but I doubt the cable is. The jacket material is not that durable and sunlight exposure will take its toll.  Proper installation should include wire loom if the exposed length is excessive, like a foot or more.  A couple inches exposed with the camera mounted under an eve will not deteriorate that bad in 5 years IMO and experience. The pic posted above shows more than a couple inches having been exposed, and after 5 years...its no surprise it looks like it does. 

Take it for what its worth. Though I say what I did based on personal experience and knowledge. 

[k-gun12]

In case anyone cares, here is Google's official response.  I guess I'll be buying Ring products from now on.

------------------------------

Thanks for reaching out to the Google Nest Customer Care Team.

 I checked the serial number however the camera is out of warranty for almost 5 years so this will not qualify for warranty exchange.

For your reference your case number is xxxxxxxxxx. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

Have a new question? There are lots of ways to get back in touch with us below.

Thank you,
Phoebus

The Google Nest Customer Care Team

[Brad]

Hi there, 

Just checking in to see how the conversation is going. It looks like we weren't able to issue a replacement, so we'll be marking this thread as complete. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[k-gun12]

Hi Brad,

Yes, I still have concerns.  My concern is that you are marketing an indoor camera as an outdoor camera.  If the camera is not constructed to remain outdoors, what exactly are you selling here?  If the tires on my car disintegrated after three years of use, I'd be filing a class-action suit against the manufacturer.  The Amazon reviews for this camera are full of photos just like mine.  This is clearly a manufacturer defect.

[Brad]

@k-gun12 

I am afraid I cannot process any further replacements for you as your device is out of warranty. If you wish to go over your options, please reach out to support for further assistance. 

Best regards,

Brad

[k-gun12]

I didn't ask for a replacement in my response, and yes I am eminently aware that the device is out of warranty.  You asked if I had "any further questions or concerns", and I answered your question.  To be more direct, I'd frankly just appreciate someone from the Nest group admitting that yes, they do have a very serious problem with the build quality of the Nest outdoor camera here and not hiding behind "sorry it is out of warranty".

[Brad]

@k-gun12 

Please leave your feedback about your experience in the app. These forums are here for community members helping other community members. If you wish your feedback to be more direct, please share it in the app so it goes to engineers and developers. I appreciate your patience.

Best regards,

Brad

[Brad]

Hi there, 

I understand that feedback has been shared already on this inquiry, but please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad