Bloody useless - 1 hour 20 minutes and got dumped the second time - 5 o'clock clock off time

[fu222]

I am about to take the outside and smash it with a sledge hammer - will put the video on youtube.  The think has stopped connected and I have had one conversation with support and two chats and got dumped both chats before reaching the end.  

The issue is still the same as reported.

reference your case number is 1-0095000034884

The email told me nothing we didn't try when I was talking to the agent.

The Google Nest Hub 17311J3DA17ZR5  won't boot beyond the coloured G with white background and blue bar.  It won't reset as per instructions.

I believe it will have to be replaced.

You’re connected with agent Michael.

3:41 PM

M

Hi! Welcome to google_home support. My name is Michael. For future reference, your case ID is 7-3310000034586. How are you today?

Michael · 3:41 PM

I have already spoken to an agent and I am now being sent back to the beginning again.

The issue is still the same as reported.
reference your case number is 1-0095000034884
The email told me nothing we didn't try when I was talking to the agent.

The Google Nest Hub 17311J3DA17ZR5 won't boot beyond the coloured G with white background and blue bar. It won't reset as per instructions.

I believe it will have to be replaced.

3:42 PM

M

It will be my sincere pleasure to assist you side by side with this concern and get to the proper resolution!

Allow me to place your chat on hold for 2 minutes while I quickly get the details for you.

Thank you for staying connected.

I've checked the previous case.

Please check and let me know if you have performed these steps:

Unplug the power cord.

Hold down the volume buttons and plug in the power cord at the same time, while you plugs the power cord back in.

Wait for the device to turn on.

Release the volume buttons.

Once the device is in recovery mode, press and hold both volume buttons for 10 seconds.

Michael · 3:50 PM

yes - it doesn't reach recovery mode - just hangs on the coloured G screen irrespective of pressing volume buttons as described above.

3:52 PM

M

Thanks, we appreciate you checking that for us.

Michael · 3:53 PM

The instructions don't say what recovery mode looks like.

3:54 PM

M

The recovery mode will help to resolve the issue.

When was this issue (stuck on the "G" logo) first noticed?

Seems like you're away from the keyboard. Hope we're connected!

You've been pretty quiet. Are you still there?

It looks like you may have left the chat. In order to assist other waiting customers, I'll have to end our session if I don't receive a reply from you. No worries! You can always start a new chat with us when you return.

Thanks for contacting Google! It was a pleasure chatting with you. Have a great day!

Michael · 4:02 PM

The session has ended.

4:02 PM

-------------------

There was a subsequent long chat but the window was closed when I was giving permission for access on my phone.

Long waits of 2 to 4 minutes between every tiny response - useless.  Deshigned dot annoy.

[Dan_A]

Hi fu222,

We apologize for the inconvenience and thank you for providing the case number. Upon checking, our team has sent you additional instructions via email on the next steps. Kindly reply to it and continue the conversation there.

Let us know if you have received it.

Kind regards,

Dan

[fu222]

Hi Dan,

Nothing received yet (have checked my junk email).

Thanks

[Muddi]

Hey fu222,

I'm sorry to hear that. If you have multiple accounts linked to your phone, please check the account that is linked to your Community profile. Additionally, please check your email for a message with the subject line: "[1-0095000034884] Your Google Support Enquiry: Case ID."

If you are unable to locate the email, please follow the additional steps below that may help us resolve the issue with your Nest Hub.

1. Please put the device in recovery mode:
   1. Unplug the power cord.
   2. Hold down the volume buttons and plug in the power cord at the same time, while you plugs the power cord back in.
   3. Wait for the device to turn on.
   4. Release the volume buttons.

        2. Once the device is in recovery mode, press and hold both volume buttons for 10 seconds.

Keep us posted.

Cheers,

Muddi

[fu222]

Can you not see from the history that I have tried this repeatedly, as instructed by at least two of your colleagues?  Please check the history.  It is also recorded above in my first email to this forum that this was tried!!!!

I have just tried again (madness), and the same result - hangs at coloured G with blue bar and white background.  Your instructions don't say what the recovery screen looks like.

[fu222]

For the record:

Chat transcript for case: 4-8672000033743Jul 19, 9:21 AM (Pacific Time) 9:22:07 AM :  joined the conversation9:22:07 AM Cherilyn: Cherilyn joined the conversation9:22:09 AM Cherilyn: Hi! Welcome to google_home support. My name is Cherilyn. For future reference, your case ID is 4-8672000033743. How are you today?9:22:28 AM : I have had a conversation with a support person and two chats - both from which I was dumped.first one was 1-0095000034884  Please read them and send me a copy of the last chat ASAP 9:24:10 AM Cherilyn: Got it. Before I proceed, can I have your best call back number first in case we get disconnected?9:25:04 AM : +44 (0)33335831229:26:12 AM Cherilyn: Thank you. 9:26:59 AM Cherilyn: Let me go ahead and check on your previous contact.Please bear with me 2 minutes.9:27:28 AM : ok9:28:19 AM Cherilyn: Thanks for waiting.9:30:35 AM Cherilyn: I see here that you contacted about an issue on your Nest Hub Max stuck in G logo after the reboot,right?9:30:46 AM : Yes9:32:03 AM Cherilyn: I'm sorry to hear that you're experiencing this issue on your device Stuart. But don't worry,I'll check here on my end how I can help on this oh.9:32:48 AM Cherilyn: If I may ask when this issue happened?9:33:08 AM : You are teh 4th person I have been in contact with trying to sort it out.  You have a challenge.  If this doesn't work I will take the thing outside and smash it with a sledgehammer and put it on youtube.9:33:37 AM : Please read previous replies 9:33:53 AM : I don't want to go through all the same questions again.9:36:00 AM Cherilyn: I understand. Let me further check this on my end.9:36:07 AM : Thanks9:38:26 AM Cherilyn: I'm still on it Stuart. Appreciate your patience.9:38:37 AM : ok9:41:10 AM Cherilyn: Thanks for patiently waiting.9:43:30 AM Cherilyn: If I may ask  Stuart,what happened after doing all the troubleshooting steps that has been provided to you via email by the previous support?9:46:15 AM : I initailly spoke to a chap and we went through all teh reset options etc and he said he woudl pass it to someone higher up and they would get back to me - implying the thing needed repacing.  I then got an email telling me to do exactly the steps I did with hime on the phone.  I did them and nothing worked.  I then had the chat and it got cut off.  I then started anohter chant and when I was tryign to giv eth permissions to connect (though previously the device said not connecting to my phone) - and got cut off. So this is the third chat.9:47:19 AM : Basically it won't boot up and my phone won't connect to it through the wifi9:47:47 AM : Have you found the record of teh last chat?9:49:45 AM Cherilyn: Oh so sorry for the inconvenience this has caused you Stuart. I just need to confirm this before further doing other troiubleshooting with you.Hope you understand.9:49:59 AM : ok go ahead9:50:32 AM Cherilyn: May I ask for a 45-second video clip of the issue please?9:51:22 AM Cherilyn: May I know if you used the power adapter that came with the device?9:51:48 AM : You will just see me connecting the plug, ti going to the grey screen with the G and then going to the white screen with the coloured G and the blue bar, then nothing at all.9:52:04 AM : Yes - standard power adaptero9:53:11 AM Cherilyn: Can you try to plug inh the device to a different power source?9:53:27 AM : Do you really need a video of that?  If I take the video with my phone, I will then have to transfer it to my laptop and attach it to this chat.  Really??9:53:35 AM Cherilyn: Then attempt an factory device reset.9:55:12 AM : Different power adapter - what voltage, it is not a USB connector - this thing has hardly been used9:56:31 AM : Beofre I have followed teh reset advice a number of times - as per the previous chats.  Holding both volume buttons down when switching on, then releasing then holding both volume buttons down for 10 seconds. 9:56:55 AM : Have even tried swtiching on and off more than 10 times as per an instrcution I found on tinternet.9:58:06 AM : I could measure the voltage of the power adapter if you tell me what it should be9:58:40 AM Cherilyn: I see. Thanks for doing these trouble shooting steps.10:01:32 AM : I have worked in IT Services for 20 years - this thing is not working!10:02:25 AM Cherilyn: For the voltage,you may use the 100-240v.10:03:15 AM : I have spent most of the afternoon on this and it cost £59 - how much more time do we spend on this before you see that it has to be replaced?  It seems that you havn't foun dthe previous chat with me?10:05:00 AM Cherilyn: I truly apologize if this is taking longer than expected to get resolved. 10:05:31 AM Cherilyn: I want to thank you for your patience while we work this matter out. 10:06:14 AM : I have measured teh output from the charger - it is 13.4V DC with no load.10:09:43 AM : Case numers are in my email:  1-444600003506710:09:49 AM Cherilyn: Alright Stuart, at this moment, I'll have this matter consulted to our higher level of support.10:10:03 AM : 7-331000003458610:10:39 AM Cherilyn: Rest assured that I am keeping my eye on your case and I'll make sure to get back to you as soon as we hear back from them. Should you need additional help? Feel free to reply directly to this email. 10:11:17 AM : This is a chat - not an email???10:11:35 AM : Please send record of the chat10:13:29 AM : Also teh previous chat10:13:47 AM Cherilyn: I'm sorry but I mean when you receive the email response that I'll be sending you once resulted.10:17:02 AM Cherilyn: Just to confirm that this email address is good, #?10:17:49 AM : Yes correct.  The record I am missing is the chat 1-4446000035067   Can you send me a copy of this please.10:18:48 AM Cherilyn: Thanks for confirming. And yes, I'll be sending you the chat transcript after this chat.10:19:37 AM Cherilyn: I'm happy to have helped you today. Thank you for being very cooperative throughout the whole process.. I'll give you an email update on your case.. Is there anything else that I can help you with?10:20:56 AM : THanks for your patience too - I have been wound up by the waste of a whole afternoon with nothing to show for it.10:21:48 AM Cherilyn: I know how it feels when something isn’t working the way it should. No worries, I'll keep an eye on this one for you Stuart.10:21:57 AM : Thanks10:22:09 AM Cherilyn: You're most welcome.10:22:45 AM Cherilyn: Is there anything more other than that for today?10:26:50 AM Cherilyn: It looks like you may have left the chat. In order to assist other waiting customers, I'll have to end our session if I don't receive a reply from you. But don't worry - you can always start a new chat with us when you return.10:27:21 AM Cherilyn: Thanks for contacting Google. Have a great day!10:27:32 AM Cherilyn: Cherilyn left the conversation10:27:33 AM Cherilyn: Cherilyn ended the conversation

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[Kimy]

Hi fu222,

Thanks for reaching out. We will check this with our support team and get back to you once we have news to share.

Regards,

Kimy

[fu222]

Yes please.

[Kimy]

Hello fu222,

Sure! We’ll get back to you.

Thanks,
Kimy

[fu222]

Really?  It is now Saturday - three days later.  

When will you get back to me?

[fu222]

Still heard nothing. 

This is fake support.

[Alex_S]

Hi there,

We made a follow-up to your case 4-8672000033743, and I see here that our Support team has sent a follow-up email. Kindly reply to the email so the team can further investigate the issue.

Kind regards,
Alex

[fu222 · Accepted solution]

So yet again I am sent round the same loop without you reading that I have already tried this numerous times:

Thanks for reaching out to the Google Nest Customer Care Team.

We are sorry you're having this issue on your Nest Hub display.

May I ask if you have the official power adapter that came with the Nest display?

You may try the following troubleshooting steps:

• Plug in the device to a different power source.
• Attempt an FDR
• If the issue persists, ask the customer to put the device in recovery mode:    a.Unplug the power cord.  
• b.Hold down the volume buttons and plug in the power cord at the same time.while the customer plugs the power cord back in.
• c.Wait for the device to turn on. 
• d.Release the volume buttons.  
• Once the device is in recovery mode, press and hold both volume buttons for 10 seconds. 

For your reference your case number is 4-8672000033743. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

Have a new question? There are lots of ways to get back in touch with us below.

HAVE YOU THOUGHT OF THE POSSIBILITY THAT THE DAMNED THING IS FAULTY??????

THIS CUSTOMER SERVICE IS A COMPLETE FARCE - YOU DON'T READ THE HISTORY AND TELL ME TO DO THE SAME THING AND IF IT DOESN'T WORK, GET BACK IN CONTACT - AND THEN I AM SENT ROUND THE SAME LOOP AGAIN!!!!!!!!   HOW DO I GET OUT OF THIS HELL?????

[Alex_S]

Hello fu222,
 

This certainly hasn’t been easy for you. Please continue the conversation through the email sent to you so that the Support team can better look into it and assist you. 

Sincerely,
Alex

[Bugeye]

I impressep this app maybe this is helpful but its kind of stalking or critisicing others pieceful its a crazy things...

[Bugeye]

Anyone answer guide if this is a fault speech...

[Bugeye]

...respect the privacy of your same human...its called reallife game room..but you cant play w/out your playmates...im not I.t or what but im tech observer 25 years im just not an gamers or soc.med. addict i notice everything excitement...but dont let your self drown to tech a million though u can let your self easy but u can distruct life...this all of this are not been made for playing and pasting time to make our minds fool..thanks...

[Bugeye]

...dont worry as i said I do nothing or public alarming that can break your pieceful...thank you all I want to do is continue my life normal and silence w/out any rule of the laws been trumpled or break the law then the technology also has law respect it...im just passing by on this interested convo app...now let give people privacy handle himself...just saying...thank you for your smarter consideratio..

#antidepresionsite

#silencegamer

#googletechguided

#shoutoutcommunity

#presenceofmindlaw