2 months old Nest protect sensor failed and replaced by a 2 years old refurbished

[Seydon]

In July 2023, I purchased a new Nest Protect unit. Fast forward to beginning of September, the unit started to complain about a failed sensor.

Initial discussion with support was great, the defective unit was replaced with an advanced RMA. So far, everything is fine. Failures can happen.

Today, I received the replacement unit. I understand that replacements are refurbished, and I don't have an issue with that usually. However, for safety reasons, Nest Protect units have an expiration date. My original product had an expiration date of March 2032. The replacement unit has an expiration date of November 2030...

So, I paid full price for a 2 years old unit that will stop working 2 years earlier than expected... I contacted support, and they used excuses after excuses to try to explain it was normal for them to send a 2 years old unit as a replacement for an almost DOA unit...

Apparently, nothing can be done to solve this concern.

I am now with a sour after taste of that whole thing and regret buying these 4 expensive Nest Protect units.

[Jenelyn_O]

Hi Seydon,

Thanks for reaching out. I'm sorry for the trouble. I just want to confirm, are you talking about the lifespan of the Nest Protect? I'd like to review your case, could you please provide your case ID? The last representative assisted you might send it to your email. 

Best,

Jenelyn

[Seydon]

Hi Jenelyn,

Yes, I am talking about the lifespan. As you know, nest protect expire after 10 years due to regulation and stop working at expiration date. Now, I have a unit that will stop working in 2030 instead of 2032...

Initial case number for the RMA was 6-0659000035046

then when I contacted support again after I received the replacement unit, case number 0-9694000034869 was opened.

[Jenelyn_O]

Hi there,

Thanks for providing your case ID number. I'm sorry for the delay. Like any smoke and CO alarm, Nest Protect has a limited life. Fire and safety experts recommend that all smoke and carbon monoxide alarms be replaced after ten years, and because this has to do with the age of the sensors, it's calculated from the date of manufacture, rather than the date of purchase or installation. This is true for all Smoke and CO Alarm products.

As the recommended life of the product is tied to the date of manufacture, there's always going to be some period of time that passes before the customer is able to use the device. Again, this is true of any Smoke and CO Alarm product and cannot be avoided.

Given this device is a sensor, and different to ‘plug and play’ electrical products, it has unique storage and stock rotation requirements.

Regardless of the situation, we'd like to thank you for bringing this to our attention. We definitely understand you wanting to make sure you enjoy more of your product’s expected lifetime, so we’d like to make it right. Would you like me to send another replacement?

Kind regards,

Jenelyn