Nest IQ Not Working- Ideas? Support?

[Jmharlem]

Hi- Love(d) my Nest IQs (outdoor) when they were working.  I currently have 3 that have failed.  No flashing red light, no signs of life, but I have tested that power is good to the outlet.  Not sure if it is the plug/transformer, or camera itself.  How do I get help or support?  Any ideas?  I have seen @GarrettDS pop up on some replies.  Garrett- if you see this can you please reach out to me?   Thanks!  JM

[S3bryan]

You may not like this answer but here goes. The same thing happened to me my IQ camera for no reason just died. I scoured eBay until I found the same power cord which google sadly no longer sells. Turns out the camera was dead for some reason.  The nest IQ camera comes with a two-year warranty if you are still under warranty you can work with support to either have them replace the camera or they most likely will send you out a new cable first. If you were out of warranty your only option is to try to find the cable and then have to turn around and sell it if the camera is dead

[MelbaDT]

Hey folks, 

Sorry to hear about your experience with your Nest Cam Outdoor IQ cameras. I have a few questions to better understand what's going on:

1. Is the power cable fully and securely plugged in to both the camera and the adapter?
2. Is the end of the cable with the rubber ring plugged in to the camera? 
3. Where are these cameras located?
4. Are there any kinks or frays in the cable? 

You might also want to try to remove or reinsert the current cable connected to the camera and wiggle it then observe if it blinks then eventually lights up. Also, if you have another working Nest Cam IQ Outdoor, use the cable and adapter from that camera. 

Let me know how it goes. 

Best, 

Melba

[frankkwei]

@MelbaDT , @Jmharlem ,

Apparently I'm not the only one 😕

Just got off the DM with tech support. One of my IQ camera died this morning; won't power up. No obvious reason (ie no impact, no foul weather etc), just stopped working. Ran through all the above troubleshoot; cable, connection, 'wiggling', no go.  (FYI, a simple trouble shoot is swap it out with a different camera that works.)

Unfortunately , if your equipment is out of warranty like mine (3+ years) you're SOOL. Google's only option is to buy their latest camera. So, $300 for a camera that worked for 3 years... this Google IQ camera may have been the latest back then, but given today's options, I'd say wipe off the whip cream on your face and buy from somewhere else. 

Beyond disappointed. 

Frank

[MelbaDT]

Hey there, 

Just checking back — how are your cameras now?

Best, 

Melba

[MelbaDT]

Hi, 

Since it's been awhile since this thread was last updated, we'll be locking it if we won't hear back from you again within a day. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future. 

Best, 

Melba

[Jmharlem]

Hi- so I’ve confirmed that it’s the cameras that are bad/dead and not my adapters or cables.  I have tested using the remaining cameras at my house that are working, as suggested.  So now I have 3 dead cameras- I don’t think they will be under warranty.  Are there any repair options or known defects/issues that could explain what is going on?   Thanks again.  Jason 

[PeterN1]

I’m keen to hear that too if anyone could repair it. my camera just died today. Unplugged for couple of hours for electrical work than when power was back all other cameras went back to life except that one. 

[MelbaDT]

Hey folks, 

I'm sorry if you feel that way and I completely understand where you're coming from. If all troubleshooting steps are done but to no avail, our only option is to process a replacement if the device is within the warranty period. I'm afraid that we don't offer repair options but we'll take this as feedback as we're always on the lookout for ways to improve. 

Rest assured that we'll also ensure to learn from your experiences to deliver a better one in the future. 

Best, 

Melba

[Jmharlem]

Melba (and the rest of Google/Nest)- if there is a design flaw that creates a chronic issue for these cameras, I don't think it is a normal case of "oops too bad, you are out of warranty".  I really suspect (and you would know) that there are thousands of defective cameras out there that fail for reasons that aren't apparent to customers, but that Google knows about.  Could you please let us know how Google proposes to address this?  The standard reply doesn't work here- definitely doesn't address your customers' concerns and make them feel heard, and I also suspect that it is not legally sufficient.   Could you please escalate and provide a more thorough response?

[PeterN1]

I’m not sure if I’d like to lose my time with Google. I had a prolonged chat with them once my Nest Thermostat failed, showing exactly the same fault as has been reported by other users. The only response I received, was- I’m sorry, out of warranty.