Sensor Failure

[JenD10]

So irritated, having a smoke sensor failure on our nest protect! We have had it 2.5-3 years, while I understand this is out of the warranty window it is NO WHERE  near the 10 years it is supposed to last.  Spoke with nest support and there is nothing they can do bc it is past warranty! WTH!!  Currently waiting on a call from supervisor.  Just to think that today I was  going to buy nest cameras and doorbell, thats not happening if stuff only lasts 2 years!!

Very frustrated 

[DanCoco]

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. 

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

[zoeuvre]

Hi JenD10, 

Thanks for posting here in the Community forum, and I'm sorry to hear about the situation.

Don't give up on us yet; we'd like to further check on this. Do you have the Case ID from your conversation with support? If you can provide that here, I'll look it up and see how I can continue to help.

I'll look forward to yur response. 

Best,

Zoe

[DanCoco]

Is there a reason that support cant follow up without a user coming to forums? Wouldnt a statement by support that a supervisor was going to call mean the ticket would stay open? If support initially denied a warranty replacement, is this request to followup going to give them a different outcome? 

[JenD10]

Hi, 

Case ID is 5-7173000034344.

I also never received a call from the supervisor as promised

[JenD10]

Can anyone explain this one? It is now unplugged no batteries and I am still getting a Notification on the app saying smoke detected 

[EmersonB]

Hey folks,

@JenD10, thanks for getting back to us and for providing your case ID. I've checked it saw that our support will not be able to replace it because of it's warranty. We know where you're coming from and this is not the experience we want you to have. You can remove your Nest Protect from your Nest App so that you won't receive any notifications from it anymore. We’ll take note of it and ensure that we'll learn from your experience as we continually improve our products and services. Rest assured that we'll take this as feedback and learn from this to deliver a better process and experience in the future.

Thank you for your response, DanCoco.

I appreciate the help, Zoe.

Regards,

Emerson

[JenD10]

"This is not the experience you want me to have," then change it.  I understand it is 6 months to a year past warranty, but the product is advertised to last 10 years!  Shocked that it won't be replaced.  At least a credit towards a new one or something would show customers some appreciation.  Definitely will be transitioning my whole house to different products.

VERY dissatisfied!!

[EmersonB]

Hello JenD10,

We're sad to see you go. We truly understand your concern and we know that this is not the solution you're looking into. We hope we can make it up to you in the near future. Let us know if you have more questions in mind.

Thanks,

Emerson

[EmersonB]

Hi JenD10,

We wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.
    
Regards,
Emerson

[DougW]

I am having the same issue, smoke sensor failure within 5 years. 

[JenD10]

Hi, 

I do need help because this thing is still broken and customer service says they can't help. 

Unless you are able replace my 3 year old nest protect not sure anything else can be done

[DougW]

I took the back off (4 small screws) and used canned compressed air in every nook and cranny then a very good vacuum and sucked every cranny, then compressed air again and that restored the sensor. 

[EmersonB]

Hi folks,

@JenD10, we understand how you feel about this. I checked your case again and saw the response of our support team, about not being able to process your replacement because it's already past its warranty. We'll take your experience as a lesson and learn from it. In case you have more questions, you know where to find us.

Thanks for sharing here what you've done to resolve your issue, DougW.

Best,

Emerson

[EmersonB]

Hey there, 

We wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.

Thanks,
Emerson