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Nest Protect batteries burning hot & Nest support experience

RobinS
Community Member

About 3 weeks ago I was woken up in the middle of the night by a beeping sound, and after several minutes of investigation turned out to be a Nest Protect. When the Nest Protect was removed from the ceiling, it emitted a sort of burning electronics smell, which became more dominant when the battery compartment was opened. So I decided to immediately disconnect the batteries, however when I disconnected the batteries, I burned my finger on them, as it turned out that they were extremely hot.
As they are the original Lithium batteries, I got worried, so I decided to measure their temperature with my thermal camera.
About 5-10 minutes later I measured the batteries with my thermal camera, and took a picture (see attachments), and it then still read 70 °C !!!.

Normal imageNormal imageThermal imageThermal image

In the Nest app we discovered that we got a message approx. 5 minutes before the beeping started, that the batteries were extremely low and that the unit would start beeping.

The next morning I contacted the Google/Nest support desk and reported this issue.
They mentioned that this was a known, but rare issue, and that they would replace my device, and wanted the old unit for investigation, and I should not use it any more.

At the time of writing, almost 3 weeks have past and I am many hours on the phone with the support desk and empty promises later, without any resolve.

I am worried about a product that is able to get its Lithium batteries so hot in several minutes. Fortunately we were home when this situation occurred and were able to intervene before anything serious happened, as Lithium batteries are quite prone to catch fire or worse…

I am also very disappointed about Google / Nest Support, I have had infinitely better experiences in the past. 

1 ACCEPTED SOLUTION

RobinS
Community Member

Thanks for your assistance.
I do not know if its a coincidence, but not long after after your message I received a shipment notification for a replacement unit, which I did receive a day ago.  
I am glad that this issue now has been resolved, but have serious mixed feeling on the way how. 
Hope that future customer support will get back to the old level of a few years ago. 

View solution in original post

2 REPLIES 2

davidking
Gold Product Expert
Gold Product Expert

Definitely appreciate that this will be concerning. To provide the best support with this, I've shared this with the Google Nest community team, who can check on possible options and next steps for you.

RobinS
Community Member

Thanks for your assistance.
I do not know if its a coincidence, but not long after after your message I received a shipment notification for a replacement unit, which I did receive a day ago.  
I am glad that this issue now has been resolved, but have serious mixed feeling on the way how. 
Hope that future customer support will get back to the old level of a few years ago. 

View solution in original post