Nest Protect - Hot Battery - Second Instance

[iconzo]

I am the poster of this previous discussion: https://www.googlenestcommunity.com/t5/Nest-Protect/Issue-with-Hot-Battery-in-Nest-Protect/m-p/29676...

Unfortunately, I've now experienced this problem a second time - another Nest Protect, model Topaz-2.7, installed in mid-2019, suddenly began chirping and reported an extremely low battery in the app. I test my devices regularly and this device never reported a low battery or any other issues. I popped it off the ceiling, opened the battery compartment and once again, was greeted by the faint smell of what I can only describe as hot plastic/burning rubber. I pulled the batteries out and one of them was BURNING hot. Like boiling water hot - could barely touch it. I quickly moved it outside, so it may have cooled down slightly, but according to my thermal camera the singular hot battery was around 150 degrees. I was using Energizer Ultimate Lithium batteries as required.

This is a potential fire hazard.

Last time this happened, Nest Safety contacted me after I started a report with Nest Support. I've done that again and hope to be contacted by Nest Safety soon. Last time, they replaced the device, and while I hope they do so again, I am concerned about my other devices. I have 5 other Protects of the same model, Topaz-2.7. I am debating whether I should continue using these devices at all.

I am curious to hear from Google, or other posters who have experienced this issue, if this problem is only happening to model Topaz-2.7 or other models as well. The replacement device I received last time is model Topaz-2.33. Is this a Nest Protect problem or is this a battery problem? 

I have filed a report with the US Consumer Products Safety Commission, through SaferProducts.gov.

[JillG · Accepted solution]

Hi @iconzo 

I've escalated this over to the appropriate team and they should be reaching out to you shortly.

Jill

[EdmondB]

Hello iconzo, 
 

I'm sorry to hear about your experience on your Nest Protect. I'll be happy to look into this for you. Please fill out this form with all the needed information. Let me know once you’re done. 

Thanks for the help, @JillG.

Best,
Edmond

[iconzo]

I already filed a case with Nest Support over the phone and was told it was sent to Nest Safety. Would my case number for that be helpful?

[iconzo]

@EdmondB @JillG Following up as I haven't gotten a response. I filed a case with Nest Support over the phone on November 15, before posting this, and was told Nest Safety would contact me in 24-48 hours (case number is 6-7107000034847). I haven't heard from them. What are my options to speak with Nest Safety? I know that Edmond linked a form, but that seems redundant as I provided all the info in the phone support case referenced prior.

[EdmondB]

Hi iconzo, 

Thanks for the information, and sorry for the late response. I just checked the case and already sent an email with the previous support about the status of the case with our Safety team. I will keep an eye on your case to see if there is any update on it and let you know.

Best,
Edmond

[EdmondB]

Hi there, 

Just an update on your case. One of the support from our Safety team already sent you an email about the details of your Nest Protect. Let me know if you need further help. 

Best,
Edmond

[iconzo]

Thanks @EdmondB - that is correct, I am working with them via email. I will update this conversation when a resolution is reached. 

[Jenelyn_O]

Hi there iconzo,

Chiming in — I hope everything is doing well. How's your Nest Protect? Please feel free to let us know if you still need help or if you still have questions in mind, as we'll be willing to help. 

I appreciate your assistance, @JillG and Edmond.

Kind regards,

Jenelyn

[iconzo]

Hello Jenelyn - I just got notice today that the Google Nest Safety team has sent me replacement for this second failed Nest Protect device.

I am curious, and I posed the same question to Google Nest Safety, are you perhaps able to share any insight about what I should expect with my remaining Topaz-2.7 model Nest Protects?

As noted in my description of the issue, this is the second time I've had a Nest Protect have this issue. I have 7 total that were all purchased and installed at the same time - all are model Topaz-2.7. The one that failed in this exact manner last year was replaced with model Topaz-2.33. I am curious - Is this a widespread issue with model Topaz-2.7 or is this an issue created by individual batteries or only certain units? 

Since I’ve had this exact issue happen twice, both times on model Topaz-2.7, I am regrettably weary of the five Topaz-2.7 devices that remain in my home. Can I trust them?

[iconzo]

@Jenelyn_O @EdmondB @JillG Is anyone able to respond to my questions above?

[Rshmony]

Just had the exact same issue happen to us. No warning of batteries being low, the Nest started chirping early this morning. Took it down and one of the batteries was so hot I couldn’t even touch it. Not excited to find out this is a common issue. I’m not sure what model our Nest is, but it is from 2019. Don’t want our smoke detectors to become a fire hazard. 

[iconzo]

Sorry to hear you’re having the issue too! Both my devices that had this issue were from 2019 as well, so likely the same model. You can find the model number in the Nest app: Click the settings button, then the Protect that had the issue, then look under technical info. 

Google did replace both my devices that had the issues but they won’t respond to my questions about the other 5 devices I have. Debating tossing them all as I am not sure if I can trust them… I hope they replace yours as well. 

I would suggest you report this to the Consumer Product Safety Commission at: https://www.saferproducts.gov/IncidentReporting I did this after someone suggested it in another thread and Google appeared to be more responsive to me once my complaint was sent to them by the CPSC.

[Rshmony]

Thank you for all this info! The one that failed is a Topaz 2.9. I have another one that is a topaz 2.7 (from 2016) that I replaced the batteries in last week, that luckily did not have the same problem. I’m with you though, I’m debating on tossing them both  as well.  This is a huge safety issue. And also Google customer service is awful, it is so hard to get someone to really help. I will use that link for the CPSC and report the issue as well. Thanks again!