Broken camera due to software issue and no ETA for a fix

[Mattb88]

My Google nest hub Max camera hasnt worked for about 2 months. After contacting support, on two separate occasions they have admitted this is due to a software bug but have no timeline for when this will be fixed. To make matters worse, support is ignoring all my attempts to chase this issue up.

Will I have to file a refund with the small claims court before Google does anything? The customer support has to be the worst I have ever come across, constantly promising responses and then disappearing. 

[Mbuk2k]

I have exactly the same issue. Camera on the Nest Hub Max has never worked like countless others.

[Princesss]

Hi folks, 

Thank you for bringing this up. 

Apologies for the inconvenience that this has caused you. Can anyone here confirm if you noticed any issues on your Google Nest Hub Max aside from the camera? Do you get any error message every time you use it?

Kindly provide the cast firmware version of your Google Nest Hub Max so we can check on it further?

To check which firmware version you're on, follow these steps:

1. Make sure your mobile device or tablet is linked to the same account as your speaker or display.
2. Open the Google Home app .
3. Touch and hold your device's tile.
4. At the top right, tap Settings Device information.
5. Under "Technical information," find Cast firmware: X.XXX.XXXXX.

Looking forward to your response.

Best,

Princess

[Mattb88]

Hi Princess, 

Thanks for your response, however to save time, this has been provided to Google Support previously who eventually provided this response:

"I got an answer from our senior support team, the engineering team is actively working on this. We'll keep you posted once we have a new update from our engineering team."

This was over a month ago and every subsequent attempt at getting more information from support as to when this fix will be delivered is met with silence. Unfortunately at this stage, I'll have to use the Consumer Act 2015 to issue a refund based on the good not being as described and Google have clearly demonstrated fault. I would like to avoid this if possible. If you're able to provide an update that would be most appreciated.

[Princesss]

Hey folks,

Thanks for responding.

@Mattb88 and @Mbuk2k, we appreciate all your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Best,

Princess

[Princesss]

Hey there,

@Mbuk2k , thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 

@Mattb88, have you had the chance to fill out the form?

Best,

Princess
 

[Mbuk2k]

Hi there, not heard anything back yet after submitting the form - any ideas on timescales please? Thanks!

[Princesss]

Hi Mattb88,

I just want to check if you had the chance to see our response from the previous post. Let us know once you're done with the form so we can check it.

Best,
Princess

[Princesss]

Hello Mattb88,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[Mattb88]

Hi Princesss, I filled in the form. Can you let me know the next steps, thanks. 

[Juni]

Hi folks,

Mbuk2k, our support team has already reached you via email. Please continue the conversation there.

Mattb88, our team will reach out to you via email to further assist you. Please keep your lines open, as they may reach out to you via email anytime soon. 
 

Regards,

Juni

[Mbuk2k]

Hi, thanks for the reply.

It's version 1.69.362882

Hadn't tried before, but did try a Duo call to see if the camera would work for a video call...didn't work either am afraid.

Is this the latest firmware?

Thanks

Myles

[Mbuk2k]

From Google Support....

This is XXX, one of the Senior Specialists from the Google Home Support Team. My apologies, I was not able to get back to you right away and that you have an issue with the built-in Nest camera of the Google Nest Hub Max.

We are actively working on a fix and rest assured that your device will receive the new firmware update that is expected to resolve the issue with the camera. I am very sorry for the inconveniences and I totally understand how you feel about this.

So firmware issue causing the camera/nest cam to not work...no indication of timescales though when asked but given the number of posts online about this dating back to 2022 it doesn't look like it will be fixed any time soon. Really dissapointing lack of urgency from Google to have a key part of the device not able to operate due to a software bug!