Nest Protect sensors failed

[wmhathens]

Unit was manufactured Dec 2018 so is only three years old.  This (battery) unit is too expensive to replace because of a product failure in such a short time.  Help, please!!

(I have cleaned, replaced batteries, etc--no cure.)

[Wendy12]

This is happening to me too after 3 years!  This is totally unacceptable for a device that costs $149!

[wmhathens]

I just purchased a new Nest Protect at Lowe's.  The manufacture date is Dec 24, 2018; replace by Dec  24, 2028.  This means THREE YEARS of the useful life of this unit is ALREADY PAST.  Come on Nest/Google.  That is just not right.

Please reply with a reasonable justification for such??????  If I order a new one from the Google Store will the unit be newer?

[GarrettDS]

Hey all, 

So sorry for the late response, but I wanted to hop in here to see how I could help. I understand that issues with your Nest Protect can be concerning and I'm happy to help look into this. 

I'd like to know more about what's happening, could you tell me what specific sensor error do you see on the app? In the mean time, let's try this step and check the result:
 

On your Nest Protect 

1. Press the Nest button on a Protect. The blue light should turn on and it
will speak to you.

2. When it says "Press to test", press the button a second time.
 

With the Nest app on a phone or tablet 

If you have at least one 2nd gen Nest Protect in your home, you
can run a Safety Checkup with the Nest app.

1. Sign into your account in the app.

2. Select Nest Protect on the home screen.

3. Tap Checkup at the bottom of the screen.

I look forward to hearing from you soon!

Best regards, 

Garrett DS

[wmhathens]

1—reinserted batteries in Protect (I had removed them)

2—pressed button for test; voice spoke, pressed to cancel

3—on phone app pressed ‘checkup’ (I have three Protect units)

4—app says, everything is OK

5—attached is a screenshot from earlier showing the sensor error

     (sorry, tried to reply to your email with an attachment;  "There is a problem with the smoke sensor in your Nest Protect."  I was getting a yellow/orange ring on the unit)

6—so, what now?  Will it work?  Do I attempt to return my new one to Lowe’s?

7—(why manufacture date on the new one I purchased three years old?)

[wmhathens]

I sent you a reply last night with steps you suggested. This morning I walk downstairs to hear a beep.  Message on phone, "Smoke sensor problem..."  When I press the button on the Protect I get an orange light and a sensor failed message.

[GarrettDS]

Hey there, 

Sorry to hear you're still having problems with this. Would you mind providing me with a screenshot of the error message that you're getting on your Nest app as well? We may need to look to see if we need a replacement or if it's under warranty. 

Looking forward to hearing from you. 

Best regards, 

Garrett DS

[wmhathens]

How do I send a screenshot?

I get this message -- "You do not have permission to upload images"

[GarrettDS]

Hey there, 

You can upload a picture by using the little camera button when you are typing out a response. By clicking that button, you can upload an image. 

Please let me know if you have any further questions. 

Best regards, 
Garrett DS

[wmhathens]

I still get error "you do not have permission to upload images."

After I click the camera icon, I answer questions about source, etc, then how do I upload the picture?  I've tried to paste it into the box.  It is now saved as a png file on my laptop.

[GarrettDS]

Hi there, 

You'd have to save the image to your computer and then click the upload button to be able to upload the picture to your response. 

Best regards, 

Garrett DS

[wmhathens]

It is on my computer.  It is saved as a PNG file on the very same computer I'm typing on now.

[wmhathens]

[Jake]

Hey wmhathens,

I am sorry for the late reply. I have escalated this to a higher Team who will be in contact over the next 24-48 hours. Please be on the lookout for an email from our Team, and let me know if you have any trouble seeing that.

Best regards,

Jake

[Jake]

Hey all,

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post. 

Best regards,
Jake