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Google: Please stop making the hardware !!!!!!! No Quality, No Support

YR1
Community Member

Google Nest Home Max stopped working less than ~15 months after purchase. Simply not powering on. Cable is good. Nothing works. Chatted with Google only to find out they are "HELPLESS". No replacement (warranty expired after one year). No refund (full or partial) for this expensive unit. No repair center suggestion. 

Sorry Google! I am not interested in buying ONE TIME USE hardware from you ! I am not rich enough for you. 

Very sorry to see a big brand name failing in such a way! I have been observing this type of poor quality and support from Google with phones, but this is just end of of patience.

 

Anyone knows where I can attempt repair this device? May be a component failed within the unit. Google does not know!

3 Recommended AnswerS

Sendog2020
Community Member

Hey man, we feel your pain. I've already started another thread when my Nest Hub packed up with no explanation as well. Surprisingly a "Community Expert" asked us to submit a query, but got the ol' brush off, like you did. This is a badly designed product that tends to fail when exposed to power outages and updates. There's no fixes and we're expected to eat the cost. It's unfortunate but they don't stand behind their products. 

View Recommended Answer in original post

Princesss
Community Specialist
Community Specialist

Hello everyone,

 

Thanks for visiting the Community.

 

Apologies for the inconvenience that this has caused you. Has anyone here already reached out to our support via chat or phone call? If yes, could you please provide any case ID relating to your concern so we can check on it further?

 

Best,

Princess

View Recommended Answer in original post

 Mine: Case ID [5-5056000034426]

 

Same as everyone else. The case worker said too bad, it's out of warranty, nothing she can do. Honestly, if you're not willing to fix or replace, please don't ask us to keep replying back or opening new tickets. I'd be willing to pay postage to send it to you for repair, please present options.

View Recommended Answer in original post

11 REPLIES 11

Sendog2020
Community Member

Hey man, we feel your pain. I've already started another thread when my Nest Hub packed up with no explanation as well. Surprisingly a "Community Expert" asked us to submit a query, but got the ol' brush off, like you did. This is a badly designed product that tends to fail when exposed to power outages and updates. There's no fixes and we're expected to eat the cost. It's unfortunate but they don't stand behind their products. 

YR1
Community Member

Thank you for sharing your thoughts! Hope Google finds a way to help its users. Else, it stands to lose ground to competitors for sure.

I'm a computer tech and I don't recommend google products to my customers anymore because of their lack of support and because they just stop making products at anytime with only 1 month notice.

unfortunately for me, I have invested heavily in google products in my home

YR1
Community Member

Thanks you for the reply. After experiencing their very short life support over a decade, I have the same feeling and conclusion. 

Princesss
Community Specialist
Community Specialist

Hello everyone,

 

Thanks for visiting the Community.

 

Apologies for the inconvenience that this has caused you. Has anyone here already reached out to our support via chat or phone call? If yes, could you please provide any case ID relating to your concern so we can check on it further?

 

Best,

Princess

 Mine: Case ID [5-5056000034426]

 

Same as everyone else. The case worker said too bad, it's out of warranty, nothing she can do. Honestly, if you're not willing to fix or replace, please don't ask us to keep replying back or opening new tickets. I'd be willing to pay postage to send it to you for repair, please present options.

YR1
Community Member

Well said! 

Juni
Community Specialist
Community Specialist

Hi folks, 

 

Thanks for the reply and sorry for the delay. We regret to tell you that since your device is already out of warranty, we can no longer replace it. You might want to check this link for more info about our device's warranty.

 

Regards,

Juni

Muddi
Community Specialist
Community Specialist

Hey everyone,

 

It's been some time since this thread was updated. Does anyone here need assistance?

 

Cheers,

Muddi

Muddi
Community Specialist
Community Specialist

Hello folks,

 

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.
 

Cheers,

Muddi

YR1
Community Member

My Case I’d: 5-7827000033978. Nelson from Google said Warranty expired for the device. No repair advice given either. Looking for some relief for the expensive device bought ….