Replacement date too short

[MissLiz]

Hi,

I just purchased a Nest Protect 3-pack from amazon.co.uk

The manufacture date was August 2019, therefore the  replacement date is August 2029.

This means, that I've only actually got 7 years before they will need to be replaced, and not the advertised 10 years.

Surely, the replacement date should be 10 years after first installation?

If it is from manufactured date, what do you think would be an acceptable manufactured date, because it seems to me that you'd have to be pretty lucky to buy one where the replacement date is close to 10 years.

Buying 7/10 of a product as new  doesn't seem very good to me!

Thanks for any help

Liz

[MissLiz]

Just spent a painful half-hour in chat with a Google representative.

all I was trying to find out was if I bought from Google directly, what would the likely replacement date be. He wouldn’t commit to anything, so I could potentially be even worse off!

about replacement dates… 

On support.google.com it says:

To get app notifications and emails about your Protect’s expiry, your Protect needs to be set up in the Nest app and connected to Wi-Fi. Even if your Protect isn’t connected to the app, it will still chirp after it has expired.

So I take that to mean it will be unusable because the chirping will be unacceptable, even if the device is working fine otherwise.

it does surprise me that the replacement date isn’t 10 years from date of  install. Do the sensors really decay when they’re not actually in use?

Thanks for any help

Liz

[Sihawu1]

Hi Liz l have the same problem how did you get it resolved?

Thanks 

[EmersonB]

Hello Sihawu1,

Thanks for reaching out here in the Community. 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. In particular, we expect our resellers to have good stock rotation policies that ensure stock isn't unnecessarily sitting on shelves losing time. We’re sorry the reseller you purchased your device from [didn’t meet your expectations], we'd like to make it right ― even though you didn't buy it from us, we want you to feel confident in your Google product. Hit this link for more information.

Looking forward to your response.

Regards,

Emerson

[Sihawu1]

Hi l have seen the link   so l have already lost about 3 years already.l will remove this and return. Then will buy directly from you Google does it mean l get full 10 years?

[zoeuvre]

Hi Sihawu1, 

I appreciate that you’ve been using our Nest Protects for years already. Can you help me with the type of Nest Protect you have by checking this article? I'd be glad to hear from you — we'd like to make sure everything is covered.

Thanks for the help, @EmersonB. 
 

Best,

Zoe

[EmersonB]

Hello folks,

I'm dropping by to ensure that everything is covered here. How's it going with your Nest Protect? We would appreciate it if you could share the information we're asking above. Also, were you able to hit the link shared by Zoe? Keep us posted.

I appreciate the help, Zoe.

Regards,
Emerson

[EmersonB]

Hey everyone,

Just one quick 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

[MissLiz]

H Sihawu,

I just decided to live with the version I bought from Amazon, because Google were totally unhelpful, and never offered me anything useful to rectify the problem.

As I said, the Google representative  I contacted would not commit to anything  regarding the manufacture date, so if I’d got a refund from Amazon and bought from Google directly instead  I could be worse off.

My opinion of Google customer service is very very low from the experience I had. I found them incredibly unhelpful.

It’s a shame too, because the product itself is technically very good.

Hope you have better luck than me!

Liz

[EmersonB]

Hi MissLiz,

Thanks for getting back to us and for sharing your thoughts about your Nest Protect. We know where you're coming from and this is not the experience we want you to have. We hope we can make it up to you in the future. Please let us know if you have questions or concerns.

Thanks,

Emerson