09-20-2024 08:59 AM
I ordered two units from the Google Store, expecting them to be manufactured at a recent date, to get at least 9 out of the 10 years of lifespan.
I received items that were manufactured 4 years ago, that will last only 6 years.
I tried to contact support agents to discuss the issue, trying to get a partial refund or discount. There was no way to reason with the agent: they tell me that they do not guarantee that the unit will work for 10 years. I know that, I just wanted to get a unit that didn't sit on their shelves for 4 years!
I returned the items, losing time and money for everyone (they'll pay for the shipping twice, and probably try to sell these to people that don't look at expiration dates), and will just go in a physical store to get "fresh" ones. I won't be paying for a company's lack of ability to manage their stock (well, we already pay, as the price must include the losses they do with unsold units).
09-23-2024 01:56 PM
Hi jeanfrancis,
Thanks for reaching out, The expected product lifetime of up to 10 years shouldn't be confused with the 2-year Limited Warranty that comes with the device. Whilst Google offers replacements pursuant to its Limited Warranty, and in compliance with any applicable laws, it doesn't represent or warrant that Nest Protect will function for 10 years.
Regards,
Manuel
09-25-2024 12:15 PM
Thanks for the answer. However I am not talking about the product's warranty. Perhaps an example will make it clearer.
Fruits have a limited life span, once they are picked from their tree. They are sent to grocery stores, that sell them to consumers.
Let's say you walk into a grocery store, and see rotten fruit. You will not buy them, will you? You can choose the fresh ones, leaving the losses to the business that sells rotten fruit (it's their responsibility to control their stock).
Now, let's say you buy your grocery online and get it delivered to your home. Do you expect rotten fruit? Is it acceptable? If the company tells you "oh, but we don't have a warranty on fruit unfortunately, we don't guarantee that they will last 30 days". It's still not acceptable, you will refuse the delivery and get it back to the sender. You will also lose confidence on that service, and go buy the fruits yourselves on the shelves, where you can observe if they are fresh or not.
That's the same thing with those Nest Protect devices. They go bad after some time, and it's OK. They have a limited 2 years warranty after the purchase, and that's OK. But that's not OK to sell 200$ devices full price to customers that can't know in advance if the device will last them 9-10 years, or last them 4-5 years, because the employee that picks them off the shelves chose any one.
Now I'll go at Wallmart or Bestbuy and pick one that'll last 9 years, for the same price.
09-25-2024 04:16 PM
Hi, @jeanfrancis,
Thank you for reaching out to the community. I apologize that the Nest Protects you purchased were manufactured 4 years ago. I understand how frustrating it is to think you bought a product with a 10-year lifespan only to find out it's expected to last 6 years.
To provide you with the best possible assistance, please fill out this form with the community thread and your username. My team will then help clarify all your concerns and requests. Once you've completed the form, please let me know.
Feel free to reply if you have any questions.
Best regards,
Ana
09-27-2024 04:22 PM
Hi, @jeanfrancis.
We haven't seen your submission form come through yet. Were you able to access it okay? Let us know if you're running into any trouble or still need our help!
Keep me posted.
Best regards,
Ana
09-27-2024 04:57 PM
I just sent the form, thanks!
09-28-2024 09:41 AM
Hi, @jeanfrancis,
We've received your form and appreciate the details you provided. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post.
Regards,
Ana