Another Dead Thread -False Promises, No resolutions. Ever.

[rickjforbes]

I have been corresponding with Google regarding a multitude of issues and trying to get beyond the circular "trouble-shooting" steps I have been through many times over and address the multitude of issues I am having with the suite of Google products that get incrementally worse with each software release, with ever-increasing and onerous troubleshooting steps, "another clear cache or master reset anyone?, Home structure rebuild anyone? try from another WIFI network, try from a different handset, try standing on your head whilst reciting the alphabet backwards?"
Consistent things..my issues develop after software releases, other users have them, no one EVER resolves the root cause of the issue or issues.

Current Issues
1) Wrong device answers -despite sensitivity adjustment and close proximity to intended device, a random device will answer. Often this device is not even the next closest. Experimentation shows that all devices in my apartment will hear the voice command, the decision on which device should answer is rooted in the decision making.

2) In order to help diagnose #1, we deleted the voice match via my phone (Pixel 6 Pro) following instructions, this did not resolve the issue and has now locked up device voice recognition that I cannot restore, severely limiting the function of the handset when out of home
3) When in home, the phone would answer inappropriately, despite being correctly linked to the account, my overriding sense is that this fault has not been taken into consideration by the team as they repeatedly tell me that they are constrained to particular device sets. The way this USED to work was that the phone would ignore everything other than very specific phone-only commands when at home, instead the speakers and screens answer (as expected) - I need the function restored on my device since it was you who broke it
4) Non recognition of device status, most prominently when snoozing an alarm, the devices will respond "there's no alarm going off right now" or similar. Equally, "I cannot control that device" (when no device named) or "nothing's playing right now" when something is
5) False affirmations, "please play x" response, "playing x on y device" and yet nothing plays (volume etc all set correctly) "set temperature to x" 
6) Speaker groups -massive degradation of speaker group functionality
7) Link to Hue lights control broken. This occurred following a rebuild of home setup attempting to fix issue #6, I can no longer voice control my lights, all other things remain consistent
😎Stereo pair firmware version out of sync. As reported elsewhere, issues with devices in stereo pairs not updating
9) Not recognising devices for some commands and not others, i.e play/pause when controlling TV does not function, say "try again with device name" even when you include the device name. Yet fast forward/rewind/rewind 20 secs etc commands work WITHOUT device name consistently
10) Nest Thermostat activating when away from home and event log showing presence at home when no one in, no pets showing the device at home even (on occasion) when the device is in another country and Google Maps is being used (all permissions for device and assistant, Home and Nest app are set correctly)
11) Device names mixed up in Home app
12) Nest Screen saying video message received (following a call) clicking on the message and prompt says "cannot retrieve message on this device" (single user of device, all permissions correct)
13) WiFi connections of certain devices offline even in same room as devices with full signal, when using a Google WiFi mesh system (so interoperability should not be an issue)
14) Removal of feature allowing viewing of 3 hours worth of camera footage on Nest Hubs, whilst retained on Nest Cameras, not notification about the change, confirmation that this is incorrect and yet absolutely no resolution, results in experience where a notification is received about an event on the Hub Screens that cannot be viewed
I could go on.....

The consistent thing here is that I articulate my issues, go through the silly troubleshooting and end up with someone promising to get back to me, this never happens. I have not had a single issue from all of the above (and more) EVER resolved by a Google Nest Support agent.

As recently as 30th May I was offered replacement devices (I do not thing this will be successful since the issues are clearly software related) and since I replied saying I will accept them but only if this is certain to resolve the issues, my case has gone into yet another "deep dive" and I just have to wait until I get a response.
the same thing has happened here on the product support forums, an agent promises you help and then just basically IGNORES you..it's as if they are hoping you will simply go away, or shut up and die. You can see the link to the dead thread below. Following a chat with an agent who could not connect me to the Executive Support Team despite it being that team who are now allegedly handling my case I am promised a call with next steps on Thursday next week...8 days from now and over 2 months since this amalgamation case was taken over...they are still doing a "deep dive"

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Your-quot-Higher-Support-quot-quot-Engi...

[TerranDiablo]

Way to go Rick.

Great detail.   In Googles defense......  Wait I have non.  They are a trillion dollar compnay that doesn't wn to have anything to do with thier cusotmers in a non  digital sense.

I mean sure they'll capture all of your device usage data and learn from all the feedback we're putting into these forums.  But actually get back to you with a real person?? That's crazy talk.

Sergei and Larry don't care  - Why would they we are dumb enough to give them our money for their products and services irregardless.   Could be worse we could be using Apple stuff.......

I have the suite of Google products all over my home cameras lights locks hubs. It occasionally works properly screens assistances.  Educationally works properly

[rickjforbes]

I don't need Larry and Sergei to care, I just need the support team to stop making things worse when the developers are already harming me on a regular basis, reaching into my life through insidious software updates. Updates I cannot opt out of, that break previously functional things I have perfectly reasonable expectation to enjoy since I specifically and explicitly purchased the devices to enjoy those features you advertised and still advertise today.

I have the resolve to see this through. Fix it (or give a commitment on timeline to fix) or if you don't intend to fix it, let's have a grown-up conversation about alternatives to remedy my losses.

I prefer the former option.

Every additional email, chat that has no chance of success compounds the harm.

[rickjforbes]

Still no answer from any Google agent.

Google still ignoring my emails

[Biggsyboi]

Google is also ignoring my emails on ticket  0-3758000033942 - open since March 2023. I'm wondering about more details on what your issues 6 and 13 are.

For me speaker groups = Some speakers just stop playing from spotify, some crackle and then cut in and out and then cause the whole group to stop playing, and in some speaker groups, the music will only come out of one side of a pair (i.e. one speaker in the pair doesn't play the music!)

WiFi = All my Google and Nest devices repeatedly disconnect from WiFi and go back up into setup mode. They won't reconnect to WiFi unless you unplug them and then plug them back in (or if you wait for 24 hours, sometimes they will have reconnected themselves by then). It's completely random. It happens more often if you're playing music to a speaker group with many speakers in it.

[rickjforbes]

Hi,

6 is similar issue, all related as speaker group function is degraded in response to patent issue
13 is different, in my case the wireless (not wired) wifi point drops connection for extended periods and reconnects without warning either. Support tried to tel me I had network congestion when I backhaul everything I can via wire and the ONLY devices connected to wireless equals 21 devices, the only one that isn't made by Google is a printer. (Their pucks are designed to manage 100 devices, and networks designed to manage 300 devices) I think they thought they were talking to an amateur..or they just don't care.
If you are in UK let me know, I am following up on this and I have some help
To Google...it's not too late, be a good citizen and stand by your products and paying consumers.

[Biggsyboi]

I'm British but living in the USA. My latest update:

The response I received was to check my warranty status of all my devices. I've since been told the warranties have now expired (It appears the date was checked from today's date and not March 2023 when I opened the ticket which appears very disingenuous indeed), and that the device replacements that I never even asked for, can't happen.

No response since.

[rickjforbes]

@Biggsyboi 

Yeah, checking the warranty status is a way of closing out the case when they are out of ideas.
It's because the pathway when they don't know what to do is to replace the device.
The problem is that if the device were faulty, they would be able to describe what is wrong with it (since it is connected to the internet)
The challenge is that the issues correlate with a software update for which you have no choice in accepting or rejecting, it is mandatory...i.e the Google Speakers do not function without Google Assistant, so the contract when you accept the terms and conditions of the Google Home App, the Assistant App all apply here, and the warranty becomes less relevant. In UK law there is a "Duty of Care"
A company reaching into your life (without giving you a choice) and updating your software is all good, when it improves things. Unfortunately that has not been the case with Google for some time, and their development is no where near the standard it used to be, so the negligence caused you harm.
This has been tested in court in Australia, who have a similar framework to the UK. The "Google pattern" is the same, in this case Fitbit wristbands were updated over the air, consumer had no choice, devices were bricked and Google tried to reply on the idea that the devices were out of warranty so the consumer did not have rights. However since Google built the devices in a way that harms your rights, they lost the case. If you are based in the USA you have a chance of a class action as long as you have given Google fair chance to resolve
https://www.abc.net.au/news/2023-12-12/fitbit-fined-11-million-after-misleading-consumers/103220970

Speak to your local friendly lawyer about it.
From my perspective, Google have offered me new devices several times, they try to do this on the basis that I will close the cases, however I am not seeking new devices, I am seeking WORKING devices, so when I counter and ask for assurance that NEW devices will fix my issues, they suddenly become quiet, because they can't make that promise if the issue is software related. i.e i am AGREEING to close the cases if my issues resolve, but not simply if I have received new kit that already has the faulty software, or soon will have due to the update structure, in fact that just wastes a load more of my time in restructuring my kit, posting the returns etc, so it compounds harm, and further illustrates the negligence.
Think of it this way..without the internet and the connected software the Google Speakers are just bricks, so the software was always part of the product you are sold and is always part of their responsibility to you since you can't opt of the updates.
If I came to your home to update your say, oven, and in doing so I broke a function you used everyday, I would be liable to you for that damage (assuming we hadn't had a very very explicit agreement waiving liability in advance) i really don't see a difference here.
When a customer CHOOSES to update firmware, then the active choice could be argued to be at your own risk etc...but you have no choice here..and I think that is a very prickly issue for Google and one I intend to test in court should my issues not be resolved.
There is no doubt they have harmed me, and continue to harm me with ineffective, time-wating support that I have been exceptionally reasonable in entertaining since October 2022 now, with not a single case resolved with functionality restored.

Attention Google.
It's now 15 days since you said you would call me with final resolution on my newly created  amalgamated case 0-5423000036760 (28 emails/13 days) and case 7-4482000036359 (85 emails, 148 days) and case 5-1160000036242 (117 emails/112 days) are all still open and awaiting your responses

all the best

Richard

[Biggsyboi]

Unfortunately, Google force you into an arbitration agreement upon setting up any of the speakers.

I think my issue isn't prolific enough for any 'power in numbers', the issue is related either specifically to my account somehow, or to certain mesh WiFi products. Since Google are not being forthcoming about what the actual issue is (they previously said it was because our mesh network was WiFi 6, even though the routers are backwards compatible with older WiFi standards but now in one ticket they said about checking with a higher tier and then stopped replying 4 months ago, and when I raised another ticket, I've now been told I'm out of warranty).

I'm hoping that carrying on asking for help will eventually mean they help me - TP-Link (the manufacturer of our WiFi mesh) have tried to be helpful, with remote sessions and log collecting, giving me beta firmware to try, but nothing has resolved the issue yet and they might have a better chance if Google ever divulged what the problem is.

[rickjforbes]

It really pisses me off when they try and direct you to your ISP or router manufacturer. It's a disengenuous time waste.

First time it happened to me, I said I had Google WiFi and that was the end of that thread.

No transferring me over, no collaboration. No one. Ever. has attempted faffing around with Google WiFi...but why should it be any different.. it's a nonsense 

[rickjforbes]

Also....as they force you to resetup.speakers as a standard part of troubleshooting, should potentially be an argument that you only accepted new terms under duress/by deception.

[rickjforbes]

Hi @Biggsyboi I was just looking at the USA arbitration agreement. I suggest to you that their words are not rock solid. T's and c's can't overule fundamental laws.

Also paragraphs like this are deeply flawed, they present an illusion of choice

"10. 30-day return or opt-out period. You have the right to return your Google Device or opt out of these Arbitration Terms if you don’t agree with these Arbitration Terms, unless you previously agreed to an arbitration provision in connection with your purchase. If you decide to return your Google Device, you must return it within 30 days of activating your Google Device for the first time (unless a longer period is required by applicable law), unused, with the original packaging, to the seller from whom you purchased it, and you will receive a full refund. If you decide to keep your Google Device but opt out of these Arbitration Terms, you must do so by notifying Google within 30 days of activating your Google Device for the first time (unless a longer period is required by applicable law) by following the instructions at g.co/devicearbitration/optout. An opt-out notice does not revoke or otherwise affect any previous agreement between us."

i.e how would it be possible to return a device unused AFTER activating it, as requested here.
Note how it says you have the right to opt out of this arbitration agreement OR return your device...this is not "opt out by returning device"

Don't believe the hype.

[Krisz0r]

Well done guys keep fighting the good fight 👊

one day one of us will get somewhere, or maybe we won't 🫣