Nest protect failed to detect smoke - other further detectors worked

[valmik_vyas]

Hi,

I purchased a Nest protect for my kitchen to ensure I had the highest level of protection against the threat of fire, and also the convenience of being able to silence a false alarm in a kitchen where the detector lives a bit out of reach (>12' overhead). Yesterday (July 18, 2023) I burned some food, and generated a lot of smoke, and was frightened to see the nest FAIL TO DETECT the smoke. This picture gives some context of how smokey it was AFTER it cleared a lot (and I felt comfortable to take a picture). Two smoke detectors >30ft away in other rooms went off, and the nest claimed all was good. I've included screencaps from the app (taken today) where it says everything is fine, and continues to be. 

It's one thing if I failed to check the battery or something, but this thing seems connected and earlier this morning (~12 hours after the incident) it tested fine (the test where it sounds the alarm, etc). 

I am going to buy a new detector today because of my shattered trust in your product. Tell me, how do you intend to ensure confidence in your products moving forward?

Thanks,
Valmik

[valmik_vyas]

I also have screencap of video indicating how bad the smoke got, attached.

[JillG]

Hi @valmik_vyas 

Really sorry you experienced this and I've sent your post over to our Nest Community Specialists-

Jill

[Jimmy_J]

Terrible! Your safety was compromised by a faulty product. 

My nest aware alerts me that my smoke alarm is detected everyday. It just happens to be the same chirping bird ourside my window every morning! Now I have such alarm fatigue that if a real event happened, I would likely think it was the bird.  How can google not distinguish between an actual alarm and a bird is beyond me.

Good luck with your detector. I hope google makes it right.

[zoeuvre]

Hi folks, 

@valmik_vyas, Oh no! I'm sorry to hear about what happened — this is clearly an alarming situation and we'd like to further check on this. Could you fill out this form and let me know once you're done?

I appreciate your help here, @JillG and @Jimmy_J. 

Best,

Zoe

[valmik_vyas]

I don't see how it's necessary for me to copy paste into a form. You have all you need. Doesn't inspire confidence.

[zoeuvre]

Hi valmik_vyas, 

I know that it's out of the way, but we would appreciate it if you filled out the form for our team to smoothly assist you. This would help us save more of your time through the process.

Thanks,

Zoe

[valmik_vyas]

Hi Zoe,

I don’t think you understood what I wrote - here it is again:

“I am going to buy a new detector today because of my shattered trust in your product. Tell me, how do you intend to ensure confidence in your products moving forward?”

I don’t want “assistance.” I had hoped for an answer that inspired confidence, as failures do happen at some rate. I realize now that my question was unanswerable, because I cannot trust your products after your >$100 product was less sensitive than two $15 detectors >30’ away (versus a in the apex of a roof where the smoke was MOST CONCENTRATED!). Moreover your product had the gall to say everything was fine before and after - and your product “support” requires layered cut and paste between different forums. NONE OF THIS INSPIRES CONFIDENCE! 

I used to inspect smoke detectors when I volunteered on my condo board, and I’ve actually never seen one fail over 5 years of testing 40 units (>500 detector tests, directly with a smoke spray - no fails).

I don’t expect anything from you. Free detector? Whatever, why would I trust it? 

Thanks for your attention,

Valmik

[EmersonB]

Hello everyone,

@valmik_vyas, we appreciate your honest thoughts about this issue and I really wish to assist you with your concern. In case you changed your mind, you may fill out the form so that our support team would check their options to help you.

Thanks for answering, Zoe, JillG and Jimmy_J.

Regards,

Emerson

[EmersonB]

Hey everyone, 

It's me again. I wanted to make sure that everything is covered here. Do you have any additional questions or concerns? In case you do, you know where to find us.

Best,
Emerson