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Nest IQ Outdoor stopped working

Yuvo
Community Member

Hi,  I purchased a full set of 6 nest IQ out door cameras thinking that they would be a future proof way of having a complete CCTV system without the need for extra video recorders etc. I also have a CCTV system elsewhere which is Hikvision. Unfortunately out of 6 cameras 3 have failed over the past 2 yrs. Two were replaced under warranty. One of the replacement cameras failed after a short while. I now have another camera which has failed. Considering these are £350 + cameras I would expect them to last far longer. My Hikvision are 8 yrs old and still working well. The downside is that they aren’t smart like the IQ and I need an NVR to store the recordings.  I have tried all the usual troubleshooting with an online agent but informed the device can’t be fixed.  I have been told the camera has a hardware failure and as its just out of warranty it wont be replaced.

 

Having read online the multiple other customers who have had similar issues surely this is a product has a manufacturing issue and needs a product recall. I would expect some transparency from Google on the problems these cameras are facing. For my previous cameras that were replaced i requested an update on the returned faulty camera as to the issue but other than being given a replacement did not get any further feedback. 

Google can you offer some insight into the Nest Oudoor IQ and whether this does need a product recall/replacement programme. Alternatively, surely with so many other complaints for the same issue this needs some sort of consumer action as a £350 camera should surely last more than the warranty period given for them?

7 REPLIES 7

Brad
Community Specialist
Community Specialist

Hey there,


Sorry to hear you're still experiencing this, I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process 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

Yuvo
Community Member

Hi, I have tried a reset and also tried a change of cable and plug. None have worked. It's the same problem as the previous faults. The light will not come on at all. The device seems completely dead. Any help would be appreciated.

Thanks 

Brad
Community Specialist
Community Specialist

@Yuvo

 

I am sorry to hear the restart or factory reset didn't work for you. I would suggest contact support to see if they have some additional troubleshooting steps for you to try. 

 

Best regards,

Brad

Yuvo
Community Member

Hi Brad,

I did contact them but they haven't been able to offer any further help. It is frustrating that such an expensive product barely lasts 2 yrs and despite multiple people reporting the same issue it's nice t had a product recall. I would expect more from Google and their customer service. It appears other reputable companies are more willing to offer solutions. A shame such a good camera wasn't built to last. 

Brad
Community Specialist
Community Specialist

@Yuvo

Sorry to hear you haven't had the best experience. We’re always looking for ways to improve, and appreciate your feedback. You can send it at any time using your devices by saying, "Hey Google, send feedback," or by following the steps found here

Best regards,
Brad

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in to see how the conversation is going. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards,
Brad

EmersonB
Community Specialist
Community Specialist

Hello Yuvo,

 

I'm dropping by to ensure that everything is covered here as I will be locking this after 24 hours. Feel free to start a new thread and we'll be happy to help.

 

Best,

Emerson