Nest x Yale: new installation, batteries drain in 24 hours

[KachinaGreg]

I have just installed the YalexNest lock; and I have a battery drain after 1 day! The  nest hub device is 3' from the lock; the batteries are new Energizer, I've sprayed the contacts with an electrical cleaner, my Starlink modem/router is about 15' from the lock with no obstructions.  (From the Nest subReddit) I've just read the suggestion to turn "Auto lock" on, which I've just done. I'll change the batteries again (4th time) and see if that makes a difference. I guess the next step is to do the factory reset and not connect it to my wifi and keep it "local". 

I see a similar post from Mike60 on 12-06-2023 - same issue, several users chimed in that they had the same issue.  A reply from a "Community Specialist" provided a "McAnswer" with all of the generic stuff, but there was never a resolution noted.  

Does anyone have a suggestion?  I'm a retired IT guy who has done a lot of product development and it appears that this is an Engineering issue due to poor communication between Yale and Nest.  I'm happy to mediate an intervention!!  haha.

[SandeepKamathMD]

This is also happening to me. Purchased Jan 2022 and did not have any issues with this until a week ago. Now I have had to replace the batteries 3 times in a week. Prior to that it was months between battery changes. Same Costco alkaline batteries as before. This is clearly a hardware issue. Wondering if it has to do with overheating of the device - my front door is west facing and gets torched in the Texas heat. 

[KachinaGreg]

Update: on the morning of the 3rd day I got another low battery alert.  I'll try the "factory reset twice" option now.  Silly.

[AxelD]

Hi folks,

Thanks for posting in the Community! Sorry to hear that your Nest Yale Lock's batteries are draining quickly. I appreciate all the troubleshooting steps you already tried. I understand you've already tried replacing the batteries and performing a factory reset. If these steps haven't resolved the issue, please fill out this form so an agent can assist you further. Be sure to include your thread conversation link in the form.

Let me know once you've submitted the form.

Regards,
Axel. 
 

[SandeepKamathMD]

Form has been submitted. I replaced the batteries again today. That makes 3 times in the past 7 days. 

[KachinaGreg]

Thank you AxelD.  I have also submitted the form.

What happens next, besides me replacing the batteries for the 4th or 5th time....? ;-o

[AxelD]

Hi folks,

Thanks for letting me know that you filled out the form! We have received both requests. Please keep an eye on your email, as someone from my team will contact you shortly to help.

Regards,
Axel. 
 

[KachinaGreg]

Hey #AxelD!  I'm still keeping my eye on my inbox... I'll wager #sandeepkumarmd is too!  thanks, in advance, for the help!

[SandeepKamathMD]

@KachinaGreg No emails from anyone yet. At this point my lock makes that error chime and I cannot control it remotely, then I reset it by taking out a battery, then a day later the batteries are reported dead. I am now on my 4th battery change in 2 weeks. I am keeping the “unfit” batteries for use in other less selective products. I am beginning to dislike this lock very much. 

[chaconmorales]

Hi SandeepKamathMD,

We've received your form and appreciate the details you provided. I apologize for the inconvenience you're experiencing. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post.

Regards,

Mario

[KachinaGreg]

@SandeepKamathMD - I know, right???  I'm in the same boat.  No email, no action nor suggestions.  AND, my batteries that I put in yesterday morning were causing a low battery fault by last night!  I think I'll just unplug the Nest hub to see if it stops the battery drain while I figure out if I should just start processing a return and buy another brand....  huge disappointment from the Google Home / Nest / Yale 'team'.

[KachinaGreg]

@AxelD or @chaconmorales : what's up with this?  No emails, no new suggestions suggests no resolution, eh?

[AxelD]

Hi folks,

Thanks for posting! I just checked with the department in charge and both were contacted already via email. Let’s check your inbox or spam folder to see if you receive it!
 

Regards,
Axel. 

[KachinaGreg]

I have received an email requesting more information and I've responded, providing the information.  Thanks.

[SandeepKamathMD]

Same. Although I provided the serial number previously and was told it was not correct. I sent it again, verified on the lock and on the app. 

[SandeepKamathMD]

Batter change #5. Still no real contact (just an email saying I provided the wrong serial number) and nothing regarding the etiology of this problem. Clearly not a unique issue based on the number of posts on this topic. I hope there will be a resolution soon. 

[KachinaGreg]

Sandeep  - I just bought a 2nd package of 20 AA batteries.  I have, however, received 2 emails. One asking for my purchase details and the serial number that also let me know they'll replace it.  The 2nd one is very confusing - I think they told me that they were turning me over to Yale support to start the replacement process.  But, it was awkwardly worded with a serious lack of clarity.  So, I asked for more, via email and of course they don't appear to be responding over the weekend.  I'm still amazed by how poorly this is being handled.

[KachinaGreg]

So, this gets better:  I received a strangely indirect email from Nest "Support" that implied that I needed to contact Yale Residential Support.  I replied to the email asking for clarification and got no response.  So I called the number provided for Yale Residential Support and gave them my case number ... and it was useless!!  So, I had to recreate the information that Nest support already had requested (and had from me) in order to get them up to speed; then I had to receive an email from them so that I could send them a picture of the lock information that is just above the batteries.  THEN they said they'd send me a replacement lock and I could use the provided shipping label to return to them my bad lock!

Below is the information that Nest "Support" provided: AND I should have, could have, just called the bloody Yale Residential Support number from the very beginning.  @SandeepKamathMD  I hope this helps you, too!!

Replacement options: 

Google: 

With Google Nest X Yale Lock we replace the Lock for connectivity and pairing issues.

Yale: 

We replace the lock for hardware issues, batteries issues, missing parts of the order and issues with the keypad of the sound. 

You can reach Yale since we evaluated it needs to be replaced.  

•  Yale lock Technical Support: +1-855-213-5841

[SandeepKamathMD]

@KachinaGreg - I called Yale first and they game me the email for google nest support. If you ever get to someone who will replace the lock or tell you how to fix it please record the name phone number and post!

[KachinaGreg]

@samdeepkamathMD - I'd suggest trying the Yale number again.  You can see from the exerpt I posted from my email from the Nest "support" person, the battery charge loss is an issue for the Yale team.

It appears that my replacement is moving ahead - I just received an email with the labels that I'll need to print off so I can return my defective equipment to Yale after the new equipment arrives here.  Good luck!!

[SandeepKamathMD]

@KachinaGreg  I finally got an email, google handled it directly. I am getting a replacement. Still have not been debriefed as to the issue causing this. It is clearly a known hardware issue.  Wondering how often this defect occurs and possible causes.