Google nest Protect Australia

[Aswold111]

I would strongly suggest you avoid Google nest protect at least in Australia, I recently had 7 installed in my house at great cost, over $1000 for the units and $650 for the installation, everything went smoothly and connected as expected, within one month one of units started to false alarm, in the end I disconnected removed the batteries and did a full reset, luckily this unit has not started to false alarm again. in the last week a second unit started to false alarm but this time no amount of resetting etc would stop it, as such I removed the power supply and batteries. 

This is where the fun begins, first finding a path for warranty seems almost deliberately difficult, then 3 failed attempts to create a RMA, that included $189 removed from my bank account and then refunded and 3 days later I finally get a working RMA. When they ask for the option of chat or phone call I selected phone, this takes you to a page that no longer exists, then I ask for the number on the chat, they give me the phone number and I call it and what a Suprise it is no longer connected. The next step is to send it back, this involves printing 3 duplicates of 3 different forms, one has to be witnessed, then take a day off work to sit around and wait all day for the courier they use to show up, 30 minutes after they are a no show, I call the freight company and after the investigate they tell me bad luck the person could not make it that day, so  take another day off work to get it collected, anyway 30 minutes later the driver turned up to collect it, omg every step has been so unprofessional and time consuming.

Today I get an email saying sorry we can't replace it, there are none in stock, I have replied asking what I am to do, I have spent a lot of money installing this smart ecosystem, I now have one area unprotected, and to replace it will involve getting an electrician to come back and rewire a different brand that is not compatible with the rest,  I will be contacting the ACCC and ombudsman If the solution is not compatible and involves have to pay someone to come and fix. A company worth over 2 trillion dollars should have better than this level of support.

I have also noticed many conversations that are negative have the comments turned off, lets see if they allow this negative feedback or try to censor it, I have not said one thing that is not true

[GeremiG]

Hi @Aswold111!

Thank you for posting in the community. I'm sorry to hear that you're experiencing issues with repeated false alarms from your Nest Protect devices and the challenges you have encountered with the warranty process. I understand how frustrating this must be. I appreciate your efforts in taking those steps before trying to solve this situation. I'm happy to help you! 

We understand you've already reached out by phone, and we want to make this as smooth as possible for you. I'm going to escalate your case to our team. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

To help us assist you better, please include the link to your community thread and your community username.

Let me know if you have any other questions.

Best regards,
Geremi

[Aswold111]

Hi it’s with the team and am waiting for a resolution, I’m not optimistic so far

[GeremiG]

Hi @Aswold111!

We received your form. I appreciate you taking the time to fill it out. Our team will reach out to you via email to further assist you.

Let me know if you have any other questions.

Best regards,
Geremi

[Aswold111]

Hi Geremi, they reached out and the solution was at best pathetic. I will be contacting the ACCC and ombudsman this week

[DanCoco]

I would go ahead with whatever consumer protections you have access to in Australia to get your money back, for the entire system. I'm not too familiar with your protections but isn't one of them requiring the item be able to function as designed? (They don't.) 

I wouldn't wait any longer, and just contact the ACCC asap. 

(This forum seems to lock threads after they get old. I think it's automatic now, vs manual before. Support used to ask if it was okay to lock it, but they don't anymore because people tell them No, and they did it anyways.)

(Dang i just realized this thread's 3 weeks old. Hopefully you were able to get all your money back.)

[Aswold111]

Hi Dan

I am starting a complaint with Vcat, I have followed up with google again and now and I'm getting nothing back, I have asked for a full refund including the installation cost, as I said what a joke from a company worth over 2 trillion dollars, they sell the last of their stock and don't keep any for warranty, I think it is illegal in Australia to not support a product that is still on the maket

[Aswold111]

Well I have an update, google said they will refund the one faulty product, this does not help with the 6 devices left, I know once they have refunded the one faulty product, they will wipe their hands of the fact that now I will have one device not compatible not to mention the cost as a different device will need a qualified electrician to change, I have rejected their offer, I think I will contact the ACCC and ombudsman anyway as I have no faith any appropriate resolution will happen until I do, A total refund for all devices and the cost to replace them is the minimum I will accept if they cannot warranty the devices, Not good enough google, dip into you 2.5 trillion dollars and back your products

[Patrick15]

If you still have units you want to get rid of, I'll happily buy one (or two) off you. I had one die and now they are discontinued I can't buy any replacements either. Especially of the Australian model. Probably just listing the functional ones on eBay you can get your money back (assuming they have a reasonable expiry date), assuming you are willing to go through the hassle. Patrick

[Aswold111]

I can't do anything yet, I am taking google to VCAT for selling a product knowing it was discontinued and not disclosing it and I suspect knowing they will not be able to provide support and not disclosing it was and end of life product when selling it, then only offering a refund for the one failed device leaving the nest ecosystem useless, it is an absolute disgrace of a company and I hope there monopoly fails, I have never dealt with such a utter waste of time and support company, they are the greediest company in the world, I suppose that's why they are worth over 2.5 trillion, you don't get that big if you have morals