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Protect Claim of 10 Year CO sensor Fraudulent

rd55127
Community Member

Installed 7 Nest Protects throughout my home in California 7 years ago. Mindful of the Protect 2025 expiration dates since I am only there 6 months a year I check them to be certain they will not expire when I am away. Two months ago when I was in California one of the units showed "CO Sensor failure - Replace Unit". I checked the expiration date and it was still inside of the listed expiration date and put in new batteries (wired unit) with no joy but figured it was a rogue unit. Verified on the Google Store webpage that boldly displays that they have "10-year CO sensor" which this one obviously didn't. Some retailers serving California do not carry Protect units due to alleged regulatory issues with battery life but was able to buy one through the Google Store. Left California after running checks to verify they were all functioning and now a week ago another one goes belly up with "CO Sensor Failure" when I am 2,000 miles away. Paid the handyman who watches my house $50 to go and pull it down since it cannot be silenced. Just called Google Support and they were adamant that the units are out of warranty. When asked how they could claim a 10 year CO sensor life they indicated it depended on the environmental conditions. I told the rep that no such disclaimer appeared in the ad and after two rounds of her reading me the script I asked to speak to a supervisor and she said there was nothing more she could do and was terminating the call. They can either replace my units or pull down the 10 Year Claim but I think the California CPSC would find this interesting especially with a device that is designed to protect lives.

4 REPLIES 4

DanCoco
Community Member

The lack of support, the call center that seems to hang up faster than a student loan scammer that realizes they've been discovered, and misleading sales leading customers to believe Google Home support is "coming soon" all point to deceptive practices. Whenever i share these links, i expect some pushback from Google, but complete silence every time. (Unless it's a mod asking to "lock this theead in 24 hours ") The silence is deafening. 

 

 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.)

Report this issue to the Consumer Product Safety Commission 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
Community Specialist
Community Specialist

Hi everybody,

 

@rd55127, thank you for bringing this to our attention. I definitely understand you wanting to make sure you enjoy more of your Nest Protect's expected lifetime, like any smoke and CO alarm, Nest Protect has a limited life. Fire and safety experts recommend that all smoke and carbon monoxide alarms be replaced after ten years, and because this has to do with the age of the sensors, it's calculated from the date of manufacture, rather than the date of purchase or installation. This is true for all Smoke and CO Alarm products.

 

As the recommended life of the product is tied to the date of manufacture, there's always going to be some period of time that passes before you are able to use the device. Again, this is true of any Smoke and CO Alarm product and cannot be avoided. Also, in particular, we expect our resellers to have good stock rotation policies that ensure stock isn't unnecessarily sitting on shelves losing time. 

 

Thanks for chiming in, DanCoco.

    

Regards,

Emerson

EmersonB
Community Specialist
Community Specialist

Hello rd55127,

 

I'm dropping by to ensure that everything is covered here. How's it going with your Nest Protect? Were you able to read the information I've shared? In case you have an update, you know where to find us.

   

Best,

Emerson

EmersonB
Community Specialist
Community Specialist

Hey rd55127,

 

Just one final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.

 

Thanks,

Emerson