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Sensor failed on nest protect how do i claim under warranty?

rgaila
Community Specialist
Community Specialist

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original Poster: Steve Brooks 3019 

The app says the sensor on my battery nest protect has failed even though it’s fairly new. How do I get it replaced under warranty?

14 REPLIES 14

rgaila
Community Specialist
Community Specialist
Hi Steve,

Sorry to hear about your failing Nest Protect. I can totally get the frustration behind a dead device. Let's see how we can fix this together.

You can return an item you bought from the Google Store only within 15 calendar days after the day you received it. If you bought Nest Thermostat from the Google Store, you can return your device only within 30 days. Here is our guide on how to return your device.

Hope this helps! Let us know if you have any further questions for us.
 
-From Garrett DS, Community Specialist.

Jslachta
Community Member

+1 to this issue. I have now 2 Nest Protects that both had sensors fail. The first I thought was a fluke/bad luck so I didn't bother with the warranty process and just ordered a new one. Now, a second has done the same thing. I want replacements without paying as these are expensive items that should last longer than a year. My cheap walmart devices lasted longer than these. I can't get a hold of anyone via this help portal. 

I share this sentiment. These products are too expensive to fail after 1/10 of their lifecycle.

Mlabrador
Community Specialist
Community Specialist

Hi manossem, 

 

Thanks for posting and apologies for the late response. 

 

Could you tell us more how the sensor failed so we can take a look at it? 

 

 

Regards, 

Nikki 

manossem
Community Member

Hi Nikki, I was unsure how it failed. I just started getting warnings. I actually left the batteries out overnight, and the next day I put everything back together, and haven’t had any issues since. I’m hoping this will stay working. Thank you for checking in. 

MelbaDT
Community Specialist
Community Specialist

Hey there, 

 

Understood — if there hasn’t been a major incident like a fire, Protect’s smoke chamber may simply have excessive dust in it. Try cleaning it first. If the notifications stop, you can continue to use your Protect as usual.

 

Hopefully, it will stay working but we'll keep this thread open for a few more days so that you can observe it. 

 

Keep us posted should something come up. 

 

Best, 

Melba

MelbaDT
Community Specialist
Community Specialist

Hey there, 

 

Checking back in — how's your Nest Protect now? Still need help with it?

 

Best, 

Melba

Jake
Community Specialist
Community Specialist

Hey iSPY,

 

I am truly sorry for the trouble and frustration that you are having with the device. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

Jake
Community Specialist
Community Specialist

Hey iSPY,


I wanted to check in and see if you are still in need of any help with your device. Please let me know if you are having trouble with the form, as I want to ensure you are in contact with our Team.


Best regards,
Jake

iSPY
Community Member

IThank you Jake,

I have spoken to someone in Support and even though it is under 1 year old (replacement for a previous failed unit) I was told it could not be replaced under Warranty because of manufacture date which is ridiculus because it was supplied by Google 11 months ago. So Ive had to buy another unit. Not really happy as I noticed others have Sensor failure on units within the Warranty period .

Jake
Community Specialist
Community Specialist

Hey iSPY,

 

I am sorry to hear our Support Team was unable to assist you further. I know having to buy a new device is not an ideal situation. I hope the new device works out better for you than the last one. Please let me know if you have any other questions from here as well, as I would be happy to assist.

 

Best regards,

Jake

Jake
Community Specialist
Community Specialist

Hey iSPY,


I wanted to check in with you, and see if you had any further questions from here. Please let me know, as I would be happy to take a closer look.

 

Best regards,

Jake

EdwardT
Community Specialist
Community Specialist

Hi iSPY,

 

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

 

Thanks,

Edward

iSPY
Community Member

I have the same issue with one of my generation 2 alarms, have followed the cleaning instructions. No dust inside but after replacing the batteries still get a single bleep and the App notifies of a problem. These were supplied direct from Google under a previous Warranty claim for 2 alarms eating up batteries so not that old.