Just received 2 new Protects bought at the Google store to replace my older units that expired. However both have dates that are difficult to accept for new products - normally these should last 10 years - however my new ones expire 14/08/2025 and 22/01/2029 (so loosing at least 3-6 years as a customer). Which to me is not acceptable.. what can I do?
Hey there theo,
I'm so sorry about the late response and to hear about the frustrations you've had with your devices, I know that's not the experience we want for our customers but I'm happy to help.
Do you happen to have a case ID that we can pull up to see what's going on?
I look forward to hearing from you.
Thanks even when it's a bit late. I've been in contact with support and received two different answers, first one claiming that as of installation 10y warranty would start, which after installation I've seen this is not the case. When recontacting Google Support they've told me that they are not responsible for their inventory ????? And that they cannot accept returns for this.. As i had just bought mine I've decided to ask for a refund which I received yesterday. However customer satisfaction is not very high I must say, could have been better. Google shipping a device from 2015 as new in 2021, I suppose you can understand this.
Case ID [4-0953000031687]
Thanks so much for that information, I completely understand where you're coming from as I'd be frustrated as well. I'm glad to hear that you have received a refund for the device, and please know that I have sent this information about our Nest Protects to the appropriate team as feedback and they will be investigating it further.
Please let me know if you have any further questions as I will be locking this thread in 24 hours.