I have been a happy Nest customer for many years…. until now and I wanted to make sure you do not follow my path….
I have Nest Thermostats, Camera and Protects. The Thermostats and Camera work fairly well — however, the Protect is another matter.
I have purchased a Nest Protect for both upstairs and downstairs and they have worked relatively well, up until now. The Nest Protect cost me $179 each originally plus tax a little over two years ago, however now it alerts a false smoke alarm almost daily.
The troubleshooting guide at https://support.google.com/googlenest/answer/9257402?hl=en was followed, however when I reach out to their support zero attempts were made to try and fix the Protect, merely the offer of purchasing another Protect. Not exactly the type of support I think most customers would consider support, more like upselling.
Their refusal came with a 20% discount for a new Nest Protect, which became 30 % and then eventually 40% without one single effort to address the current Protect. Why not try to help me first before trying to sell me?
Their claim was that my safety was their primary concern — I believe that without any attempt to address the issue with the Protect it is their attempt to increase sales versus trying to address my safety — their response made it clear that their profits were their main concern.
Most smoke alarms have a 10-year warranty — Google Nest Protect has a 2-year warranty. This is anti-customer and predatory when you consider that everyone else in this space has 5x more warranty coverage.
Word to the wise — do not purchase the Google Nest Protect — look instead at the BRK or First Alert instead as they both provide 10-year warranties while being much cheaper at more than half the cost.
In my support chat, I was finally sent over to a senior support associate who basically chat ghosted me after I had spent over 45 minutes in a loop with their first line support person. The only potential solution was to sell me a new Nest Protect. Then I was forwarded to their senior support service and the session is captured below:
This has been a known issue with the Google Nest Protect for at least three years. Take a look at the review here on Amazon to see what other consumers have been dealing with from Google — https://www.amazon.com/Nest-Protect-Monoxide-Battery-S2001BW/product-reviews/B00KLUY4M4
Review the thread here at Reddit — https://www.reddit.com/r/Nest/comments/8ywsn3/nest_protect_false_alarms/