Google Nest can not reset

[rokla]

I tried the factory reset but still just rebooting to a grey screen with a G in the middle. 

[Muddi]

Hey rokla,

Thanks for reaching out. I know how challenging it can be not to have a working device when needed. This is related to a similar trending issue on this link. Rest assured that our team is aware of this and is already looking into it.

• Have you tried plugging the device to a different power outlet?
• When was this issue (stuck on gray G logo) first noticed?
• Was the device already in this state when you first discovered it?
• If no, were you in the middle of interacting with the device when it happened? If so, what were you trying to do?
• Did you unplug the device or was there a power outage shortly before you discovered this issue?
• What are the troubleshooting steps you've already tried?

Please try these steps below that may help us fix the issue:

1. Place the device in Recovery Mode (unplug the device then hold down (long press) the volume up and volume down buttons while you plug the device back in. Release the volume button once the device turns back on.)
2. Attempt a factory reset once the device boots into Recovery Mode (hold down (long press) both volume up and volume down buttons at the same time.)

Let us know how it goes.

Cheers,

Muddi

[Jake]

Hey rokla,

I wanted to check in and see if you managed to see Muddi's post? Please let me know if you are still having issues with your device. I would be happy to assist, and ensure your device is working as intended.

Best regards,
Jake

[rokla]

My problem still is that I can't complete resetting the device. The reset procedure freezes after the countdown. I tried to solve the matter directly with google support. Relevant correspondence below.

My statement

Dear Google support,

I am very sorry for your negative decision. Try to imagine yourself in my situation. You would like to buy a smart device, but no one offers it in the country where you live. However, it has been available in the neighbouring country. What solution do you have - to buy this smart device abroad. That's how I did it, but I've never met the requirement in the past to buy only from certified dealers. I assume that a trader who has been selling your products on the German and Austrian markets for many years has not stolen them. I assume that Google will also benefit financially from this sale. And now you're "killing" me by saying the seller isn't certified (TINK.de), so I'm not eligible for repair / replacement.

I wish you all the best,

RoKla

Google´ final statement

Hello Rokla,

I hear you out and I am really sorry for this. I can only do so much with the issue and that is to diagnosed and attempt to troubleshoot to hopefully fix it. With the replacement process, we can only send requests for it and get an update with the process. I thank you though for understanding the situation. 

For your reference your case number is 9-5317000032820. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

[Muddi]

Hey rokla,

Chiming in to ensure everything is covered here. We understand how you feel. Please be advised that we can only replace devices that were purchased from authorized resellers, and upon checking TINK.DE is not one of them. However, you can always get a replacement from the store as long as it's within warranty. To learn more about our limited warranty, please visit this link.

Hope this helps.

Cheers,

Muddi

[Muddi]

Hey rokla,

It's been some time since this thread was updated. Let me know if I can assist with anything else, otherwise I will be locking this thread after 24 hours due to inactivity.

Cheers,

Muddi

[Jake]

Hey rokla,

I am sorry to hear about the frustrations and trouble. I know this is not the most ideal situation, and I truly appreciate your feedback. Please let me know if you have any questions from here, as I would be happy to review.

Best regards,

Jake

[Jake]

Hey rokla,

I wanted to check in once again, and see if you had any questions from here. Please let me know as I would be happy to review.

Best regards,

Jake

[rokla]

Dear Jake,

Thank you for your interest. The hub still doesn't work and I consider the situation to be unsolvable on my part. I also lost the ambition to look for a remedy.

Best,

Roman Klamo

[Jake]

Hey rokla,

I am sorry to hear you are still having trouble with your device. I would recommend reaching out and following up with your Case number that was provided to you. Our Team would then be able to provide you with more details and support. 

Best regards,

Jake