12-28-2024 04:52 PM
Tonight one of my Nest Protects chirped, and the app said I had a very low battery, with no previous warning. When I removed the batteries, one of them was very HOT to the touch. Like it would have burned my skin if I'd held it more than one second. Very dangerous!
I found this previous thread that made me think it's a potential safety issue with the device: https://www.googlenestcommunity.com/t5/Nest-Protect/Issue-with-Hot-Battery-in-Nest-Protect/m-p/29676...
However, when I chatted with a Nest agent, they seemed to ignore what I wrote. They ignored my safety concern and gave me super helpful responses like "when the device chirps, the batteries need to be replaced" and "batteries need to be replaced periodically." They told me to just replace the batteries and see if it happens again. I am hesitant to do that, since I don't want a defective device to burn down my house! I just wanted to know if the device is safe to use or not.
Thanks to the above referenced forum thread, I'd heard of a Nest Safety team, and had to ask for an escalation to them, which the agent reluctantly did, but I have to wait 24-48 hours for a response.
Rather than replace the batteries, I'm going to buy a cheap First Alert smoke detector. I'm not going to pay triple the amount for a Nest Protect when I don't get decent customer service.
Answered! Go to the Recommended Answer.
01-03-2025 07:07 AM
If the place you purchased from still sells the Nest Protect, be sure to leave a detailed review to warn others. (or even copy paste your report from this thread.)
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
Also contact your state's Attorney General.
https://www.consumerresources.org/file-a-complaint/
The overall lack of responsiveness or support (or even acknowledgement of issues) by Google of these LIFE SAFETY devices shows neglect and reckless disregard and has successfully eroded customer trust.
12-30-2024 02:09 PM
Hi jstaebell,
Thank you for reaching out to our community.
Thank you for reaching out to our community. I'm sorry to hear that your Nest Protect chirped and that one of the batteries was very hot to the touch when you removed them. I understand that you've already contacted the Google support team via chat, but you weren't assisted as expected. We're continuing to work on finding a solution for you.
My team would like to know more about this behavior. When you get a chance, please fill out this form. Remember to include the link to this post. Let me know when you’re finished. From there, we'll contact you via email.
Let me know when you're finished. Your confirmation is crucial to ensuring that I can follow up on your case effectively.
Best regards,
Virna
12-30-2024 04:00 PM
I completed the form, but have already replaced the defective unit with a First Alert. I will never buy another Nest product, at least until you train service reps to actually read chat messages before responding. Instead of addressing my valid safety concern, I was treated like an idiot who needs help replacing batteries.
I guess it will take a massive lawsuit when someone gets burned fingers to effect change.
12-31-2024 09:49 AM
Hi jstaebell,
I'm sorry to hear about your experience with our customer service agent during the chat. But don't worry, we're here to help.
Thank you for the confirmation. We will contact you via email, so please check your inbox.
Best regards,
Virna
01-02-2025 07:58 AM
Well, after 5 days a Nest senior support person emailed me and asked me to repeat basically everything I had already said, proving they do not read what people type. What a waste of time. I'm just documenting this so when the future lawyer looks for evidence for the inevitable class action suit, they have this information.
01-03-2025 07:07 AM
If the place you purchased from still sells the Nest Protect, be sure to leave a detailed review to warn others. (or even copy paste your report from this thread.)
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
Also contact your state's Attorney General.
https://www.consumerresources.org/file-a-complaint/
The overall lack of responsiveness or support (or even acknowledgement of issues) by Google of these LIFE SAFETY devices shows neglect and reckless disregard and has successfully eroded customer trust.
01-04-2025 09:33 AM
Thank you, I will do as you suggest. Very good ideas.
After 6 days, Nest Support responded to my safety concerns, telling me to stop using the device and offering to send a replacement.
If anyone finds this thread and has a similar issue, if you want a replacement you can try escalating to the nest safety team. But I decided it's too much of a risk, so I immediately replaced it with a First Alert. I shudder to think what could have happened if I'd not been at home when it happened so I could immediately remove the batteries. There's worse things that a burned finger!
3 weeks ago
I had exactly the same issue this morning, the nest protect started beeping and I found out that one of the six batteries is boiling hot.
3 weeks ago
Hi Samir-NL,
Thanks for reaching out to our community.
I’m sorry to hear that your Nest Protect started beeping and you found out that one of the batteries is boiling hot. No worries, help is here.
My team would like to know more about this behavior. When you get a chance, please fill out this form. Remember to include the link to this post. Let me know when you’re finished. From there, we'll contact you via email.
Your confirmation is crucial to ensuring that I can follow up on your case effectively.
Best regards,
Virna