Nest Protect - 120V AC mains wired - installation to Australian 240V AC

[zero_sum]

The Nest Protect products that I've purchased (4 devices) appear to be missing a step-down transformer in order to operate from 240V (230V AC mains that is used in Australia).

The installation guide is only written for 120V AC (used in USA). 

These items were sold in Australia, however in Australia we require a licenced electrician to install mains connected smoke alarms and they have specified that these are not suitable. As a result, the warranty of the devices I've purchased is being consumed, however the devices are still sealed in packaging.

Has anyone been able to receive a response from Google / Nest on how to appropriately install them comply to Australian Standards?

Google / Nest do not appear to have answer their support number for Australia.

[SoriaD_]

Hello @zero_sum m 

We are so happy to see you here! I apologize for all this inconvenience with your Nest Protect. Don't worry, I'm here to help you with that.

The Nest Protect technical specifications mention that the wired version of this system includes a 230 V power connector. Could you tell me if you purchased this device on the Google store or another retail store?

Feel free to share with me these details, and definitely I will do my best to find a solution for you.

Best regards,

Douglas.

[zero_sum]

Thank you for your response, however it appears that we are referring to 2 different models of the 2nd generation Nest Protect. 

At the time of purchasing this Nest Protect, the version sold in Australia was the 120V mains wired device, not the 230V model  

https://support.google.com/googlenest/answer/9229922?hl=en&ref_topic=9361988&sjid=554697061484916986...

The 230V mains wired device that you referred to is the updated product because 120V is unsuitable for use in Australia. 

The Nest Protect devices that were purchased are still in their original shrink wrap and unable to be used. Due to these products having a 10 year expiry from the manufacture date (which is often multiple years prior to purchase) there is a risk that these devices will never be able to used.

These devices were purchased from an authorised reseller who has since referred me to Google / Nest as they are responsible for warranty of the device they manufacture.

I have requested to return these brand new 120V devices to the manufacturer for replacement with the 230V devices that are designed for use within my country (Australia).

However the Nest Warranty Support number listed for Australia is not responded to and I'm yet to receive a response from Nest Customer Support from the department responsible for overseas warranty (outside of the USA).

[SoriaD_]

Hello @zero_sum 

Thank you for sharing these details. I understand that this situation is causing inconvenience and I apologize for any trouble it has caused.

To help resolve this matter as quickly as possible, please fill out this form or provide your case number in case you have a query with our team. Our dedicated team will work diligently to find a solution for you.

We appreciate your patience and understanding as we work together to address this situation.

Sincerely,
Douglas

[zero_sum]

Thank you. I already completed the form on Sunday 11 August 2024, but I'm yet to receive any response from the team.

[DanCoco]

If the place of purchase is refusing refund, i'd reach out to your bank to dispute the charges. (I'm in the US, so idk how it works over there.)

That "form" they dump you to often goes unanswered or they reply weeks later with some unrelevant question. 

I'd recommend finding another brand of smoke detector entirely.

[zero_sum]

Thank you for your response, however it is no longer possible to seek a charge back request from the financial provider. 

All authorised resellers in my continent that stock the the Google Nest Protect have referred me to the manufacturer for warranty replacement of the devices. 

Google Nest appear to be aware that the 120V mains wired device is unsuitable for sale in Australia and now only the newer 230V mains device is sold. 

Google / Nest Support have acknowledged this and requested that I return the brand new devices (still sealed in their factory packaging). However they haven't provided the necessary shipping labels to do so or a means to purchase suitable replacement devices.

On 17 August, I escalated this issue to Tier 3 Support because the response received had not addressed the issue raised.

However the responses received from the Tier 3 Support agent on 20 & 21 August do not address the issue raised and I request that this matter be escalated to a higher level of support capable of responding to the issue.

It is unacceptable to offer a Google Store credit because the devices (Nest Protect 230V wired) are unable to be purchased from the Google Store in my continent (Australia).

https://store.google.com/au/product/nest_protect_2nd_gen?hl=en-GB

Google/Nest are the manufacturer of these devices. They supply these devices to the authorised resellers. It is not unreasonable to expect them to replace the devices.

If Google/ Nest are unable to organise for replacement devices to be sent, then I ought to be compensated with funds directly paid to my bank account in Australian dollars. so that I can purchase replacement devices from authorised resellers.

If the Tier 3  Support do not have the authority to resolve this issue then they will need to escalate this to a higher level of support capable of providing appropriate resolutions to overseas warranty issues.

It is disappointing to see such poor customer service from Google / Nest in the Australian continent. 

[DanCoco]

Definitely keep escalating and dont let up. If their support is garbage in the US, I can't imagine how much worse it is there. Good luck! (I'm just another customer.)

[zero_sum]

Unfortunately the support provided by Google / Nest for the entire Australian continent is completely unprofessional.

I have received confirmation from Google / Nest that they devices I've been sold are unsuitable for use within Australia and need to be replaced. They are the manufacturer of these devices and ultimately responsible for providing the replacement. The devices I have are brand new, still sealed in their factory shrink wrap.

Google / Nest support have advised:
"You must ship your devices back to us. Only then will you be eligible for an appeasement."

When questioned how I will purchase replacement devices, as the 230V mains wired Nest Protect devices are not listed for sale in the Google Store in Australia - customers are referred to authorised resellers. The Google / Nest customer support agent has responded:
"We apologize for the inconvenience, but we are unable to assist further with your request as this product is not supported by Google in Australia. "

This is completely unprofessional and the customer support agent has deliberately tried to remove their details from the email. Instead of escalating the matter to the appropriate overseas warranty team, or higher level of support with authority to resolve the matter, Google / Nest support close these tickets without any resolution.

[DanCoco]

Wow that is criminal... 

[zero_sum]

It appears that the Tier 3 Support have abruptly closed the support case without any resolution.

I've tried to seek clarification from Tier 1 online chat support.

However the Tier 1 online chat simply ended the chat without a response.

They do not seem to understand that in order to make profit from a country (e.g. sell products to that country) a company is required to abide by the laws of that country. They simply cannot pretend to be unaware of the legal consequences of not providing a warranty to the products that they manufacture.

This is an ongoing issue for Google / Nest, who appear to have ignored entire continents (e.g. Australia) when designing their Support Model. There is supposed to be an Overseas Warranty Team, that is trained to handling these complex cases, however it is incredibly frustrating to try to get Google / Nest support to escalate these matters.

[DanCoco]

@KiiFromGoogle @kelanfromgoogle @GoogleNestTeam 

Can any of you look into this issue, and get this user some refunds or some usable products please? Google's dodging any responsibility and are basically stealing their money at this point. DM  them if you need to but please do NOT send them to "the form."

[zero_sum]

Once again, the response provided by Tier 3 Support is completely unacceptable and unprofessional. I have repeatedly requested that this issue be escalated to a Tier 3 Support supervisor or higher level support with authority to resolve the issue.

For 2 weeks, Tier 3 Support have both acknowledged and communicated that the 4 factory sealed Nest Protect devices are eligible for 'appeasement' (refund/replacement).

In the email on 17 August Tier 3 Support communicated:

"In order to resolve your problem of acquiring the incorrect devices for your region there is unfortunately only one way Google will be able to assist you. You must ship your devices back to us. Only then will you be eligible for an appeasement. I can send you shipping labels if you wish to proceed in this manner."

I have always agreed to return the 120V devices to Google / Nest, as I have been advised by electricians that they are illegal for installation in my country and should never have been sold here. I have requested that you provide the shipping labels to commence the return process.

The outstanding issues that the Tier 3 Support agents have been hesitant to escalate to your supervisor to resolve, is "how do I purchase the appropriate 240V Nest Protect devices as replacement?"

The Google Store in Australia refers customers to purchase these from authorised resellers. Hence a Google Store credit is unable to be used.

https://store.google.com/au/product/nest_protect_2nd_gen?hl=en-GB

Google/Nest are the manufacturer of these devices. They supply these devices to the authorised resellers. It is not unreasonable to expect them to replace the devices.

The UK Google Store still sell the 240V Google Nest devices. It should be possible for Google/Nest to co-ordinate replacement devices to be sent.

https://store.google.com/gb/product/nest_protect_2nd_gen?hl=en-GB

Rather than address this issue, the Tier 3 Support agent has repeatedly ignored emails, referred me to call telephone numbers that have been disconnected for several years, referred me back to Tier 1 online support who are unable to transfer the matter to the appropriate team, abruptly stated that Google no longer support this device in Australia and now claim that previous offers of appeasement are no longer valid.

Once again, I request that this issue be escalated to a Tier 3 Support supervisor so that it can be responded to appropriately.

[zero_sum]

As previously stated, the 120V Nest Protect wired devices that I have are still in their original shrink wrapped factory packaging. Electricians have refused to install these devices as they are unsuitable for the Australia domestic market. Google / Nest have since recalled these devices and no longer offer this model for sale. It has been replaced by the 240V Nest Protect wired devices.

I have been unable to receive warranty support from Google / Nest in Australia during the 2 year warranty period. The warranty for the Nest Protect device in Australia states:

"To make a claim under the Limited Warranty, please contact Google Product support at the following phone numbers for these devices:  

 AustraliaNew ZealandGoogle Nest speakers and displaysGoogle ChromecastsGoogle WifiPixel phonesPixel Buds

1800-891-071	N/A
1800-723-841	0800 787 790
1800-081-395	0800 700 643
1800-884-355	N/A
1800-954-179	N/A

We will need your name, contact information and the serial number."

https://storage.googleapis.com/support-kms-prod/hHa9XPuGhC1RfqsKuSpycGHyKvekJUdeWLoN

The numbers listed for Nest devices are disconnected!

I have contacted Google / Nest Support and provided the device serial numbers, as well as my contact information, on multiple occasions.

Tier 3 Customer Support have also stated:

"Please contact: 

Australia (AU)(English

+61-1800-905-941

"

This number listed is also disconnected!

Tier 3 Support have acknowledged that the devices are eligible for an appeasement (refund/exchange):

""In order to resolve your problem of acquiring the incorrect devices for your region there is unfortunately only one way Google will be able to assist you. You must ship your devices back to us. Only then will you be eligible for an appeasement. I can send you shipping labels if you wish to proceed in this manner."

Tier 3 Support have also stated:

"I understand this isn't the ideal situation. To help streamline the return process, I can send you shipping labels for the devices. As soon as we receive them, I'll process a credit for you."

I have requested that Google / Nest exchange the 120V devices for the correct 240V devices that should have been sold in my continent (Australia).

Tier 3 Support have stated:
"There will be no 'swapping of devices'. You will need to purchase these from the Google Store."

However I have advised Tier 3 Support that it is not possible at present to purchase the Nest Protect device from the Google Store in Australia. Customers are referred to authorised resellers in order to purchase the 240V Nest Protect wired devices:
https://store.google.com/au/product/nest_protect_2nd_gen?hl=en-GB

It is possible to purchase the 240V Nest Protect wired device from the UK Google Store, however these need to be shipped to a UK address and paid for with a UK Google Store account.
https://store.google.com/gb/product/nest_protect_2nd_gen?hl=en-GB

Google/Nest are the manufacturer of these devices. They supply these devices to the authorised resellers that they refer customers to purchase from. It is not unreasonable to expect them to replace the devices.

Rather than resolve the issue of how to receive a replacement device, Tier 3 Support appear to have been ignoring my follow-up requests. The customer service agent appears to have removed their name from the response and has abruptly stated:

"Thank you for contacting support. We apologize for the inconvenience, but we are unable to assist further with your request as this product is not supported by Google in Australia."

For 2 weeks I have repeatedly escalated this issue with Tier 1, Tier 2 & Tier 3 Support. I have requested that this be escalated to a supervisor or higher level support staff with authorisation to resolve the issue.

However, rather than action this, the Tier 3 Support staff has rudely responded:

"You are not eligible for a refund or replacement at this time."

and
"We will not be able to assist you. There is nothing we can do for you."

This is completely unprofessional when Google / Nest have already acknowledged that the devices are eligible for an appeasement (refund/exchange). It was not possible to receive warranty of the devices as the telephone number listed in the warranty has been disconnected.

The warranty states:
"Your Google Product comes with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage."

Installation of a 120V mains wired Nest Protect device in line with Google's recommended installation instructions would result in a fire, as the Australian mains is 240V. In my opinion, this would be considered a major failure as the device is not designed to be used in Australia. Hence the reason these devices are still factory sealed and unable to be installed. 

I request that the moderators of this Nest Community escalate this issue to Google / Nest for support. It's been over 2 weeks since I completed the 'online form' that is supposed to escalate these forum threads to a higher level escalation team.

[zero_sum]

Can the 'Googlers' please assist?
@MFromGoogle , @KiiFromGoogle , @TingfromGoogle , @JopsfromGoogle , @LulufromGoogle , @nickfromgoogle , @kelanfromgoogle , @Grace , @rongli , 

[zero_sum]

Can the 'Solution Experts' please assist?
@G-Umair , @arm_dpe @sipriyadarshi , @ericchou , @anishyadav , @christinapeng , @maymun .

[Ashepherdson]

Hey zero sum, I've escalated this for you and pinged some googlers.  Hoping they get back to you shortly!!  

I'm a little surprised that home depot (I believe the store you bought these at) sold them to you, if they aren't suitable for your market.  I'm in Canada myself so we are on 120 here, but if I bought something that couldn't be installed I would make the store refund me.   Either way..  

Does building code there allow for wireless installs?  If so could you get the wireless versions and install them ? 

[zero_sum]

Thank you for escalating this to some Googlers..

I'm in Australia and part of the issue is that the building regulations that relate to Smoke Alarms have changed during the time this product was sold. As a response it appears that Google recalled the 120V devices (that should never have been sent to our continent) and authorised resellers only sell the 240V devices.

When mains wiring is available, we have to install the hardwired devices. That's why I'm continuously escalating this as I need to receive the correct 240V mains wired model.

[zero_sum]

Can the 'Product Experts' please assist?
@Sandie , @David_K , @kiltguy2112 , @finch5 , @joeellett , @TechWithBrett , @Rubes , @MichaelP , @Phil_S_UK , @theman1 

[zero_sum]

Can the 'Product Experts' please assist?
@BinaryJay , @listairee , @Cathal_S , @EmptyNester , @MatthewM , @JillG , @Aiden1 , @MagicAndre1981 , @PatrickP_Viking , @AndroiFy .

[MatthewM]

Where did you purchase the device from in Australia?

[zero_sum]

The devices were purchased from an authorised reseller in Australia. However, all authorised resellers (that still stock the Nest Protect devices) have referred me to Google / Nest (the manufacturer) for warranty support. Under Australian Consumer Law the manufacturer is ultimately responsible for the products that are sold, not the reseller.

[zero_sum]

Can the 'Product Experts' please assist?
 @RXShorty , @Jeffrey , @CoolingWizard , @olavrb , @MetalGlacier , @MrVacca .

[olavrb]

Product experts are customers like yourself. I have no more resources availble to me than you have, other than escalating threads, which this thread already is.

Maybe Australia has a suitable consumer rights protection agency you could contact?

[zero_sum]

Can the Community Managers (Admins) please assist?
@willardb , @kh-lye , @khoros-kevin , @LindseyD , @kh-kate , @isabellejin , @kh-Aishwarya , @li_gerry1 , @dikshantk , @kh-eric-admin , 

[zero_sum]

Can the Community Managers (Admins) please assist?

@ks-fede , @ks-lucasgresta , @Atulraj891 , @atulraj89 , @kh-Ruby , @kh-luo , 

@RebeccaV , @CareIntegration , @RebeccaV , @kh-sarah 

[zero_sum]

Can the Community Managers (Admins) please assist?
@kelanfromgoogle , @alenajohnston , @NestComm , @bethv , @kh-svj97 , @Hilary , @MFromGoogle , @kh-jesse , @LuisV , @GoogleNestTeam 

[zero_sum]

Can the Community Managers (Admins) please assist?
@kh-kelley , @Lithium-Admin 

[zero_sum]

Can the 'Googlers' please assist?
@leannecade , @nickfromgoogle , @Prafulla , @jkolar , @natashahammond , @yasminkhan , @hbengali, @RachelC , @Chelsea , @RyanTai 

[PatrickP_Viking]

Hey @zero_sum.

One of my fellow Product Experts has escalated this internally to our Community Managers to assist with getting this resolved. I apologize for the runaround you have experienced. 

Please let me know if someone doesn't reach out in the next few days and I will push it further.

[zero_sum]

Thank you, I have received a response from a Tier 2 Support person, who has not helped the situation at all as they are not trained to resolve overseas warranty issues.

They have stated:
"... the option to accept them back to our warehouse for refund or replacement is not available. Additionally, please note that we are not able to exchange any device for a different model."

These 4 factory sealed Nest Protect devices were purchased in Australia and hence are covered by Australian Consumer Law.

The warranty clearly states:

"Your Google Product comes with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage."

Under Australian Consumer Law, the warranty period for critical items such as Smoke Alarms is NOT 2 years, it is 10 years. Hence, these devices are clearly still under warranty and the response from Tier 2 Support is unhelpful.

The fact that Google / Nest have sold devices unsuitable for the Australian Market (120V mains wired, when our mains supply is 240V) entitles these devices for suitable replacement. If I was to follow the installation instructions provided by Google / Nest for the 120V devices I would be putting both my family & myself at risk of death, as these devices would surely cause a fire.

Can you please escalate this issue again, as Tier 2 Support is untrained in dealing with overseas warranty issues?

[DanCoco]

This is nuts that nobody is replying.

I looked thru the "most kudos" list of users and didnt see much for recent moderator activity, so idk that they'll do anything. I'm in the US so I dont know what consumer protection laws are like over there, but found a link that mentions next steps if the business doesn't solve the issue. Maybe your state consumer protection agency could help or you could take google to small claims court. Here in the us, if the defendant is a no show, you win by default. But here, even if someone wins, they're on their own to get the money back. Hopefully Australia has better protections than the US.

ACCC website 

[MatthewM]

Australian consumer protections are world-class. 

It all hinges on where the OP bought these devices from, because if they bought from a US reseller to an Australian address, it becomes a lot more complicated. I imported the OG Google Home from a US retailer to Australia, but because it was not supported at the time, there was (and still isn't) no support available. I fear this may be where this case is going. 

[zero_sum]

These devices were purchased from an authorised reseller in Australia. It appears that Google / Nest incorrectly supplied the 120V Nest Protect Wired devices for a period of time despite the Australian market requiring 240V. These devices have since been recalled as they are not allowed to be installed due to Australian Building Regulations.

All authorised resellers in Australia (there are only a handful) have referred me to Google / Nest who is the manufacturer and ultimately responsible for warranty replacement. Google / Nest are required to warranty the devices under the Australian Consumer Law. The 'reasonable time' warranty for critical devices (such as smoke alarms) is NOT 2 years, it is 10 years.

As previously stated I'm unable to do a chargeback / bank refund for these devices from the authorised reseller. Hence I am requesting that Google / Nest honour their legal obligations under Australian Consumer Law otherwise a formal complaint will be lodged.

[MatthewM]

I don't work for Google, I used to be a PE on this forum (hence the title 'Alumni') and am only here because you directly tagged me.

There are a few inaccuracies re ACL in your above message.

I am just trying to help in my capacity as a fellow Google customer. 

It would be helpful if you were upfront about which exact authorised reseller you bought from, I may be able to help. 

Have a good afternoon!

[kelanfromgoogle]

Hey everyone,

I appreciate all that have chimed into this thread and have escalated the post.

@zero_sum - I know the situation is frustrating, and I'm sorry for any inconvenience. Our Community Specialists had already escalated your case further internally, and I see you've been in contact with our Tier 3 support team. Please note, as this is a community help forum, we are limited in the direct resolution that we can provide to complicated cases - especially related to warranty and order inquiries.

However, I’ll try my best to help! I've bumped this again with the support team, who will be following up with you via email through your existing case number. In the meantime, I ask that you please refrain from tagging and pinging multiple community accounts in your replies - it’s disruptive to the conversation and makes the thread harder to follow (it’s also a breach of Community Guidelines).

Please keep an eye on your inbox, you’ll see a new message soon.

Thank you,
Kelan

[zero_sum]

Hi Kelan,

Thank you for your response. Apologies, I did not realise that tagging multiple people would be in violation of the Community Guidelines. I did this out of desperation as all previous attempts to resolve this case (via online Tier 1 Support, telephone, email, escalations to Tier 2 & 3, and escalations via Community Managers) had failed. Another member had tagged admins (such as yourself) over 1 week ago, but no further support was received. Also, I'm unable to see an 'inbox' or any messages, only alerts to responses to this forum.

As previously stated in my response yesterday, the responses from both Tier 2 & Tier 3 Support are completely unprofessional and unhelpful as to the resolution of this issue. Google / Nest have already acknowledged that replacement of the devices is appropriate and have commenced the Return Merchandise Authorisation (RNA) process. I am currently waiting for the shipping labels to be sent, that were promised over 2 weeks ago!

As communicated in other responses, Google / Nest are aware of their legal obligations under Australian Consumer Law. The warranty clearly states:

"Your Google Product comes with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage."

Under Australian Consumer Law, the warranty period for critical items such as Smoke Alarms is NOT 2 years, it is 10 years. Hence, these devices are clearly still under warranty and the responses from Tier 2 & 3 Support are in breach of this warranty.

The fact that Google / Nest have sold devices unsuitable for the Australian Market (120V mains wired, when our mains supply is 240V) entitles these devices for suitable replacement. I was unable to receive warranty for these devices during the initial 2 year period, as the telephone number listed in the warranty was disconnected. 

Once again, I would appreciate it if you could escalate via your network so that this complex issue is visible to a higher level team - either a supervisor of Tier 3 Support or Tier 4 Support. Clearly the unprofessional response from the Tier 3 Support agent assigned demonstrates that they are untrained in dealing with overseas warranty support.

The level of support provided to the Australian Continent by Google / Nest is disappointing and seems to be reason that the majority of authorised resellers no longer stock these products. If Google / Nest continue to breach the Australian Consumer Law by refusing to provide appropriate warranty support to their products, they may be banned from selling all of their products to the Australian market.

[kelanfromgoogle]

Hey @zero_sum,

Apologies for the confusion, when I said "inbox" I was meaning your email inbox. The team will be reaching out to the same email attached to your previous support interactions.