We had a feature in the 1st generation Nest Protect: you could simply wave your hand underneath it to silence an alarm. Like, when you’re burning your toast. But, ongoing testing revealed walking underneath it would also silence it. And that’s not acceptable for a smoke alarm. We stopped selling Nest Protect immediately, published an open letter, and an over-the-air update disabled the feature. When disaster strikes, be ready. And do the right thing. #BuildBook #Build #Nest #hardware #tech
Really proud of how we handled this one
Declan Coyle
1mo
Remember this discovery Even as a Nester, I loved the open , speedy and honest internal reaction. Customer first.
Andrew Deverell
1mo
💯…. It’s gut wrenching when a product you’re involved in creates a potential danger. It turns the joy of seeing people use your product to a persistent worry. Develop with foresight.
Amber Case
1mo
Thank you for that! I heard that story, and was delighted to hear how quickly that fix was made!
Christopher B.
1mo
It is great to hear about all the great things nest did but after Google bought them they have not come out with any advancements. They have only dumbed down the software with the horrible Google home app
Sean Berner
1mo
Wonderful way to own the problem. Tell us about your time at General Magic.
Tony Fadell v1 was already awesome: the Pathlight feature that dimmed light at night when you were passing under the Nest Protect was just fantastic. It made the product useful every day (no need a fire 🔥 to make it useful)
Devon Wright
1mo
Josh Zoland Sidney Bugaieski Morgan Jernigan Marc Krafft Cihan Ucar Ishan Tikku The truth!! And when we are ready and we do do the right thing. It can turn a “disaster” into a winning moment in the eyes of a customer and a huge morale boost for our entire team.
SW Development & Technical Program Management
1moI remember that day all too well. The initial finding, the local test set-up, the data collection, and the action plan. The BUILD book chapter "Crisis" is a great review of the problem and how to get to the solutions.