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Google Home Hub Frozen on G

Samiu1
Community Member

Update (Wed July 6)

I'm surprised and impressed that within the day of posting this message, Muddi responded on the day off to confirm that the issue is being looked at, in addition, 2 messages were sent on the day after and an email today to help diagnose the situation. I really appreciate the level of concern google is showing, and look forward to the resolution. I do apologize if I've shown high levels of frustration. I normally can troubleshoot technologies on my own and have scoured the internet forums and resources for a resolution, and ended with no resolution even after the original call. Thanks again, and hope we can move forward on this.

Symptom: 

After a Google Home software update, Google Home Hub now stays stuck with the logo 'G' regardless when trying to do a factory reset.

Google Service Specialist's response:
It shouldn't do that, and you have passed your 1 year warranty last September. The resolution is to go buy another one. 

My thoughts
I've been a google fan and champion for as long as I can remember. If a software update bricks your device, I'd assume that there should be a solution for that. It's not as if the user has damaged it, but rather the company is at fault. For me to now go buy another device, with the expectation for it to fail within a year and a bit is absolutely ridiculous.

When I first go the google home hub, it wasn't as useful as I first thought of it, and at least I was able to use it as a picture frame and then my son's display to play youtube videos.

After the initial resolution the specialist provides, it now makes me question the level of quality of the software-hardware and support (which I never thought I would have to question). Is this something now that I have to question on all potential future purchases?

case number is 7-7761000032476

1 Recommended Answer

Muddi
Community Specialist
Community Specialist

Hey Samiu1,

 

Thanks for sharing some details about the concern here and I'm sorry to hear about your experience. Upon checking, the case is now being handled by our higher tier of support so I've reached out to them for an update. Please continue to hang in there — I'll let you know right away as soon as I hear back from them.

 

Cheers,

Muddi

View Recommended Answer in original post

10 REPLIES 10

Muddi
Community Specialist
Community Specialist

Hey Samiu1,

 

Thanks for sharing some details about the concern here and I'm sorry to hear about your experience. Upon checking, the case is now being handled by our higher tier of support so I've reached out to them for an update. Please continue to hang in there — I'll let you know right away as soon as I hear back from them.

 

Cheers,

Muddi

analbala
Community Member

A mi me ha pasado lo mismo con dos Nest Hau que regalá a dos familiares y les pasó lo mismo a los dos a la vez. Los compre hace un año y medio ¿Qué hago? ¿reclamo a la fnac o a Gooogle?

Muddi
Community Specialist
Community Specialist

Hey analbala,

 

Sorry to hear about that. Are you having issues on the 1st or 2nd generation Nest Hub? Could you share the steps that you've done?

 

I'll wait to your response.

 

Cheers,

Muddi

Samiu1
Community Member

Thank you for the quick responses. I've also received an email today for a video and some additional questions to help with the investigation. 

I believe it's the first generation. Model # H1A

I've tried the following: 

Princesss
Community Specialist
Community Specialist

Hi Samiu1,

 

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill up this form with all the needed information then let me know once done.

 

Best,

Princess

Azarco
Community Specialist
Community Specialist

Hey Samiu1,

 

Checking back in — have you had the chance to fill out the form? 

 

Thanks,

Alex

I am having this exact issue as of this morning.  I too did all the steps to try and fix this.  I tried three different outlets, unplugged, replugged and tried the volume buttons to reboot and it won't do it.  I posted this am with no response from anyone.  After scrolling through tonight I see this post and honestly I'm not happy about it.   How could this possibly be we just have to buy another one?  That's pretty crappy...

Azarco
Community Specialist
Community Specialist

Hey Linluvsbirda,

 

We're sorry for the inconvenience. Could you fill out this form so that our team can check your device further? Let us know once you're done.

 

Best,

Alex

Sent, thanks.

Azarco
Community Specialist
Community Specialist

Hey Linluvsbirda,

 

We received your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

 

Regards,

Alex