Was sold 1 year old Nest Protect Smoke Detectors as NEW - Negative Customer Service Experience!

[TheWolk]

I purchased 6 Nest Protect Smoke Detectors from the Google Store on 05/24/2023. The issue is that all of them have manufactured date of 06/03/2022. The lifespan of sensor in these devices is stated as 10 years. Because they are practically one year old already and expiring on 06/03/2032, I have effectively lost one year of service from each of these devices. Unfortunately, I have noticed this only after finishing configuration and installation so now returning them would not be the best option. I have contacted Nest Customer Service and asked for an additional Nest Protect smoke detector to be shipped to me free of charge in order to compensate for loss of service.

The math is simple and hope it makes sense:

1. Current listed retails price of Nest Protect in Google Store is $119.00
2. Per year cost is 119 (total cost) / 10 (years of service) = $12.00
3. Because my order includes 6 units, I estimate total cost of lost service to be: 12 X 6 = $72.00
4. Plus few bucks on top of it for all my time spent trying to resolve this matter.

 After going through few circles (Google Store support team was transferring me to Nest support team and Nest support team was transferring me back to Google Store support team) and talking to several reps the only solution offered to me was to return my purchase because I am still within return window. I like the devices and all of them are working great but…

Trying to reach out @Nest Team and hope to find a way to make it right.

Has anyone else had this issue? It would be great to hear about your experience.

[RXShorty]

Hi @TheWolk 

From my experience, this is a common approach for smoke detectors in general.
The production date is leading because of the used materials that deteriorate over time.

• All carbon monoxide (CO) alarms expire because their sensors have a limited lifespan. To comply with certification standards, 2nd gen Nest Protect has to be replaced after 10 years, while 1st gen Nest Protect has to be replaced after 7 years.
• Because CO sensors have a limited life expectancy, certification standards require Protect to chirp after its sensors have expired or have failed. To help you remember to replace your Protect before it expires, you’ll receive reminders long before your Protect’s expiration date.
• You’ll no longer be protected from smoke or carbon monoxide if you don’t replace your Nest Protect when it expires.

Important: To get app notifications and emails about your Protect’s expiration, 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.

Check THIS link for more information.

[TheWolk]

Hi @RXShorty ,

Thank you for your reply. I's clear to me that sensors have a limited lifespan and have to be replaced in 10 years but in my case all 6 of 2nd gen Nest Protect smoke detectors I just purchased NEW from Google Store have expiration date of 06/03/2032. They will start chirping and require replacement in NINE years instead of TEN. I do not want to return them because they have already been connected, installed and working perfectly. To compensate for one lost year of service, I'm asking for one more device to be provide free of charge. This is fair (the math in in the first post) and I hope someone @Nest will help to make it right.

[Ashepherdson]

RX shorty is right, and sadly this board is not made up of google employees but community members such as yourself.  Your best bet is still to deal with the Google store customer service reps directly , as only they have the power to do anything.  

[TheWolk]

I was just trying to share the experience and see if this is a common issue to any extent... Google store customer service was only able to provide one solution: return items while still in the return window. I guess that is exactly what is going to happen. Thanks everyone for your time.

[zoeuvre]

Hi folks, 
 

@TheWolk, I'm glad to hear that everything has been sorted out. 

In the meantime, I'll go ahead and lock this thread within 24 hours. If you run into any more questions in the future, please feel free to create a new thread.
 

All thanks for your help, @RXShorty and @Ashepherdson. 

Cheers,

Zoe

[TheWolk]

Nothing was sorted out but I guess this is as far as it can go. Thanks!

[Jenelyn_O]

Hey TheWolk,

Thanks for giving your insights. We’re always looking for ways to improve. Be assured that we're taking note of your feedback. Let me know if you still have questions and concerns. Otherwise, I'll be locking this thread after 24 hours.

I appreciate the help, @RXShorty, @Ashepherdson, and Zoe.

Best,

Jenelyn