Nest Protect under warranty keep getting low battery alarm

[Henrste1]

I have a nest protect that is under warranty and I have submitted claim twice over a month ago with no response. It was showing on webpage as pending and now both claims are gone? No way that I can see to actually talk to anyone-very frustrating!!

[DanCoco]

At this point, Google is failing to honor their warranty. If you're in the US, file a report of fraud to the Federal Trade Commission at https://reportfraud.ftc.gov/

(The FTC cant respond to your individual claim, but will use the report to establish a trend.)

I think our best bet as a customer base is to make these problems known outside Google, so a trend can be established. Could you please take a moment to report this issue to the Consumer Product Safety Commission at:

https://www.saferproducts.gov/IncidentReporting

Also contact your state's Attorney General.

https://www.consumerresources.org/file-a-complaint/

You might be able to report to your bank or credit card fraud dept also.

[EmersonB]

Hi everybody,

@Henrste1, thanks for reaching out here in the Community. To know more about your concern, I'd like to confirm, what are the troubleshooting steps have you done so far? Just a reminder, the recommended batteries for the Nest Protect are Energizer Ultimate Lithium AA (L91). Hit this link for more information.

I appreciate your response, DanCoco.

Regards,

Emerson

[Henrste1]

I am using the Energizer ultimate lithium batteries. I am getting battery alarm approximately every 3 months.. When I remove the batteries and test with a multimeter they are reading 1.55 volts. When I replace with the new Energizer ultimate lithium battery alarm clears.Thanks for your reply!

[DanCoco]

This 3 month drain happens even with energizer lithium batteries, and after the low battery alert is when they read 1.55 vDC? 

[Henrste1]

• This is not “normal”! I have 4 of these units. The other three have identical batteries and I am changing them annually. AA batteries are rated for 1.5 volts. This is not a low voltage situation.

[Henrste1]

Sorry I misread your answer. Yes I am getting a battery alarm at 1.55 volts. Thanks for the reply.

[DanCoco]

Just from seeing the other posts from people reporting the battery issue, getting the right info in this thread before support comes back to look could be more likely to get a resolution. 

I agree this is definitely not normal, and if your cases got closed out, i'd resubmit and be persistent. Keep pushing for a resolution.

[Henrste1]

I find it really frustrating that you cannot communicate directly with anyone! I have 6 nest cameras, 3 nest thermostats, and 4 nest protects. I have bought my last product from them if this is their customer service! I have submitted 2 claim forms that were closed out with no communication from Google. I don’t know what else to submit to this thread? Guess I will file another claim and see what happens. Thanks for your reply.

[EmersonB]

Hello Henrste1,

Thanks for providing helpful information. Since you mentioned you have 4 Nest Protects and only one is having a problem, could you swap their placements? Also, to further isolate this issue, could you check if there are activities happening on this one that it isn't with the other? Battery life varies greatly depending on usage: how many times your Nest Protect detects smoke or carbon monoxide (CO) and sounds the alarm, how often Path light turns on, where the Nest Protect is placed in the home, etc. Nest Protect batteries should probably last longer in that rarely-used guest room than in the kitchen. The more Nest Protect is used, the sooner it needs new batteries.

Tips to extend your Nest Protects battery:

• Turn the path light brightness to low or disable it entirely.
• Turn off Nightly Promise. Nest Protect still speaks if the batteries get very low, and the customers should notice the battery status in the app.

Looking forward to your response.

Regards,

Emerson

[DanCoco]

Even with extreme usage, the 1 alarm should not require battery replacement after 3 months. Henrste1 has submitted claims and seen no response. They last responded 2 WEEKS ago in this thread. Please go check that their claim is active and open. Even lithium batteries with a voltage of 1.55vDC before installing in the detector report the error. 

[Henrste1]

Finally communicated with Google Nest representative. They are sending warranty replacement. 

[EdmondB]

Hi there, 

Thanks for keeping us in the loop, and I'm happy to hear that this has been sorted out.  If you need further help, let me know.

Best,
Edmond