Looking for ideas

[robsat1845]

Hello Google Nest Support,

I’m reaching out regarding a Nest Protect where the three small locking tabs/lips on the back of the unit itself broke during normal removal from the ceiling mount. The ceiling mounting plate is completely intact and undamaged — it’s only the backing portion of the Protect unit that no longer allows it to lock into place.

The device otherwise functions perfectly, so I wanted to ask whether there is any replacement backing or housing component available, or if a courtesy replacement unit might be possible, given that the damage occurred during routine removal for service.

I’d be happy to provide photos, serial number, or purchase details if helpful.

Thank you very much for your time and assistance.

[sicsacol]

Hi @robsat1845,

Thanks for reaching out to the community. I understand that the locking tabs on your Nest Protect broke during a routine removal from the ceiling mount, which prevents it from locking into place. I know that you're looking for a replacement backing or housing component to keep using your device. I appreciate the information you've shared so far. No worries, I'd be more than glad to assist. To help with that, I have a few questions for you:

• Can you confirm whether your Nest Protect had been mounted for a long time before this incident occurred?
• Could you describe how the damage occurred? For instance, was your Nest Protect accidentally dropped, or did the tabs snap while turning the device?
• Could you please share a picture of your Nest Protect showing where the small locking tabs broke?

Please let me know the answers to these questions.

Cheers,
Jonathan

[robsat1845]

Hi Jonathan… I took pictures, but I don’t know how to post them to you.