Nest Protect Smoke detector failed

[pamurai]

We have four nest protects linked in our home. We recently had an incident where we had a lot of smoke come into the house due to a lack of proper ventilation in our woodstove. It was so much smoke that we had to call the fire department. At no point did the Nest protect go off or even send a warning about the smoke. I consider this a failure of our smoke detection systems. I have not been able to get a hold of anyone in Customer Service that could give me any kind of answer. I’ve called and got disconnected. I called another person, but she kept trying to talk to her manager, and that took over 20 minutes without resolution. I tried chat but it wasn’t available.   It seems like Google would be better at connecting online above and beyond anything else. I’m very disappointed in the product because it was so expensive for it to fail within three years and their customer service is crap. Can anyone give me any kind of recommendation? I don’t know if at this point I can get my money back?  Also looking for recommendations for an alternate system that is not google related? 

[Lance_L]

Hi pamurai,

Oh no! I’m sorry to hear that you’re having issues with Nest Protect. I’d be happy to help you with this.

I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

Best,

Lance

[DanCoco]

Google has been fairly unresponsive to the Nest Protects overall and has even failed to address serious issues like batteries overheating or no app notifications. 

Report this issue to the Consumer Product Safety Commission as it is a commonly reported issue that Google has failed to address or acknowledge internally. https://www.saferproducts.gov/IncidentReporting

I have not tried these detectors yet but Kidde makes smart detectors that work in Google Home. I saw them in Home Depot. They do have more features on one of the detectors like AQI monitoring. 

[Lance_L]

Hey everyone,

@pamurai, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Regards,

Lance

[pamurai]

Still waiting for someone to reach out 

[Lance_L]

Hello pamurai,

I’m sorry for the delayed response. I’ve sent a follow-up to the support team. Hang tight; they’ll reach out as soon as they have more information to share. Thanks for your patience while we work on this.

Best,

Lance