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Faulty Nest Protect

JodiePMac
Community Member

I have Nest Protects in my home and love them.  I have had absolutely no problem with them.  Last year, I decided to buy my mother one for her house.  She has been upgrading to many smart home products and I thought it would be perfect for her.  After only a couple of months, it stopped working and started saying there was an error.  I brought it home with me and I have tried a couple of times to set it up, but the same thing happens to me after a day or two.  I know I don't have to tell any of you that this product is not exactly cheap, and I am really upset about this because I can find no way to speak to Google and get help with it.   I have looked everywhere for the receipt.  I know exactly where I bought it but I don't have a receipt.   The Protect has a serial number, which I am sure can help in some manner, and a manufacture date on it of August 6, 2019, so it is obviously not several years old and it should still be working, but everything I read tells me they have a 1 year warrantee and you have to have a receipt.  Am I going to have to eat this $100?  You would think Google would warrantee their products for longer than a year, especially when there is a manufacture date on them!  It is embarrassing enough that I bought this product and gave it as a gift to someone because I thought it was such a great product and then it stopped working after a couple of months, but I wanted to be able to replace it for her and if Google doesn't do it, I'm certainly not replacing it with a Protect.  Thank you for any help in this regard.

7 REPLIES 7

Ashepherdson
Platinum Product Expert
Platinum Product Expert

Sorry, have you not tried contacting Google Support as of yet? As this is a community forum, there is not much we can do except troubleshoot for you, but from the sounds of it your device may simply be faulty (it happens sometimes!)

https://support.google.com/googlenest/gethelp

 

No.  I can't figure out how to get help.  As far as I can tell, I can only get help online.  I don't see anyway to actually contact a human at Google.  If anyone can assist me with this,  please!  I would love to be able to actually contact support.

Ashepherdson
Platinum Product Expert
Platinum Product Expert

The link I provided gives you the option of asking for a call back if you follow steps 1 and 2 on step 3 you can choose receive a call.  

Yes.  I see that.   I also see that the chat and call features do not work.  My only option is to have them call me at their convenience.  I have an actual job where I am very busy and I may not be able to answer the phone when Google has time to speak to me.  I don't know, maybe it's just me, but you would think a billion dollar company might make things a bit easier for the people who spend their money buying their products.  Sorry for the sarcasm, but I am really frustrated with this company and how difficult they make it to get help.

Ashepherdson
Platinum Product Expert
Platinum Product Expert

Whenever I've used that service they call back within a few minutes so just when you're off work give it a try 🙂

Jake
Community Specialist
Community Specialist

Hey JodiePMac,

 

I want to ensure you are good to go, and everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity. 

 

Thanks so much Ashepherdson for the help. 

Best regards,
Jake

Jake
Community Specialist
Community Specialist

Hey JodiePMac,

 

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post. 

Best regards,
Jake