- Report: #1360148
Complaint Review: Nest Labs - Palo Alto California
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Nest Labs
3400 Hillview Avenue Palo Alto, 94304 California, USA
Phone:
(855) 469-6378
Web:
http://www.nest.com
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Nest Labs Refused to replace defective hardware under ordinary warranty Palo Alto California
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I bought a Nest Cam webcam from this company four months ago. It worked great for about a month, and then I started receiving messages, several times a day, that the camera had been offline for 10 minutes or more.
I contacted Nest Support and asked for a replacement under the ordinary defective hardware warranty. To my surprise, I was told that disconnection of the camera several times a day, for over ten minutes at a time, is "expected and normal product behavior." They said that since the camera eventually re-pairs, it isn't considered defective and Nest won't replace it.
This is unbelievably bad customer support. I have 40 other devices connected to my WiFi LAN - including several other Nest products, and several other webcams - none of them exhibits this behavior. And the camera is about 20 feet away from the main WiFi AP - literally one room over - not far away or on the other side of the house. Every other device in that same room has a perfectly strong signal.
I posted a comment about this product on the Nest subreddit. In the span of four hours, four other people have commented that their Nest products are similarly defective - and that the company refuses to help. ( https://www.reddit.com/r/Nest/comments/5xv12u/nest_says_that_disconnecting_from_wifi_several/ )
I believe that the company is exhibiting a pattern of irresponsibility regarding warranty support for its defective products. Coincidentally, I just placed an order for three Nest Protect devices - I am now canceling that order and returning the products to Amazon. So that's $300 worth of hardware sales lost. I also intend to file a dispute with my credit card company to have the charge reversed for this defective hardware that Nest refuses to support as per its warranty.
