Google Home Mini (Orange bottom)

[ponytrice2]

Hey folks. Unsure of actual device model. It has the orange bottom Google Home Mini. Not great eye sight and writing is unreadable to me. Anyways, I noticed my mini was disconnected in the app. I went to check and the four lights on top were illuminated. So I tried the reset button on the bottom with no luck. That just turned the first light green (the rest stayed white). I put the mic on silent and pressed the middle with no luck. I then tried the unplug for ten seconds then plug back in and wait for lights to turn on (it goes from two to four) then repeat another ten times. Still no luck at all. Any other suggestions please? I do rely on my mini.

Many thanks

Anthony

[MplsCustomer]

@ponytrice2 

Did you follow the factory reset instructions in the Help topic below, pressing the factory reset button for at least 15 seconds? After 5 seconds, your device will begin the factory reset process. Continue to hold for about 10 seconds more, until a sound confirms that the device is resetting.

https://support.google.com/googlenest/answer/7073477

If you can't get it to work, you could try contacting Support, using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[Alex_S]

Hi there,

Anthony, were you able to get in contact with our support team? Additionally, you can check out this article for updates about this issue.

Thanks for helping, MpIsCustomer!

Best,
Alex

[ponytrice2]

Hi Alex_S.

Sorry for late reply.

I did get hold of tech support and they very kindly replaced my Mini 1st gen. They sent out a brand new Nest Audio which I did not expect! Amazing customer service and the person I spoke to was just perfect. I cannot have enough words to say how amazing he was. Above and beyond service from Google. And one very happy customer here.

[Alex_S]

Hello there,

We appreciate the update, Anthony! I’m glad that the team was able to replace your device. If you have other questions or concerns, you know where to find us. We’ll be more than happy to assist you.

MichiganGuy, we'll definitely take this as feedback, and we'll ensure that we’ll keep delivering a better experience in the future.

Warmly,
Alex

[MichiganGuy]

I just did a chat with the Google nest help online and after sending them a video and then verifying and me waiting and waiting and waiting and waiting and waiting I was eligible for a replacement. Just boxed it up. Took it to FedEx and sent it back about 15 minutes ago! 

[ponytrice2]

Hi there.

I spoke to a tech adviser on live chat and they sent out a replacement device. Thought it would be a like for like replacement but they gave me a brand new Nest Audio! Over the moon. Above and beyond customer service fro the guy I spoke to and from Google! Very happy customer here and cannot praise them enough. Thank god I went with Google for my home automation! 😁

[MichiganGuy]

I think Google realized this is a "prove ourselves" moment in keeping and creating customer loyalty.  Good thing! I've been team pixel since the 3.