Nest IQ Outdoor stopped working

[justworkplease]

I have seen multiple people complaining of their Nest IQ Outdoor that stopped working. My first one bricked after a month of owning it, and this second unit which was replaced under warranty has lasted 2 years. I spent 2 hours on the chat with customer service to just have them tell me that it is out of warranty and to go kick rocks. To add insult to injury, my nest aware subscription renewed the day before my camera stopped working and they said there is no way to get a refund on that either. Now I have a unusable $400 camera and an unusable $60 subscription for a whole year.

What is the expected life of a Nest product supposed to be? I have had 2 go out in 2 years.

[TEM]

Same problem here. All 4 of mine quit. Got replacements under warranty. First one gave out only after five months and I was told "Sorry, but you will have buy a new one." Really? 

[justworkplease]

One of my biggest frustrations is that Nest has no sense of customer service. They say that it is much cheaper to keep a customer then get a new one. "Sorry there is nothing that we can do" is the only response that I received from them. I would have been willing to stick with Nest if there was some sort of loyalty discount or help for my prematurely failed (in my opinion) hardware, but now I am switching to another manufacturer.

[Brad]

Hey there,

I am terribly sorry to hear that you're having this issue with your Nest camera! I'm sure it's frustrating but I'm happy to look into this and see how we can help out. The first troubleshooting step that I'd recommend would be to Restart your device. By doing this, it should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[justworkplease]

Brad,

Thanks for the response. After spending a couple of hours on the phone with customer support the other day and speaking with 2 different people, they told me that my camera is experiencing hardware failure. The camera will not boot up at all.

[Brad]

@justworkplease

I am sorry to hear that your camera is failing! What was Support's resolution? Were you able to get a warranty replacement?

Best regards,

Brad

[justworkplease]

The first one failed after 1 month and warranty replaced it. The second one failed right at 2 years. They claimed that it was beyond the warranty and that there is nothing that they could do for me.

[Brad]

@justworkplease

I am terribly sorry to hear that support wasn't able to provide an additional replacement! I am afraid I wouldn't be able to offer such an option here in the Nest Community Forum. You are welcome to check out the store and and look into the purchase of a new device if you wish.

Best regards,

Brad

[aatienza]

Hey there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

I appreciate the help, Brad.

Thanks,

Archie

[aatienza · Accepted solution]

Hey there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie