Google nest hub 1st gen - Grey Screen, white 'G' Logo

[Zonkii]

Hi everyone,

So I've seen numerous posts about this, but for some reason, I wasn't able to reply to those threads.

Firstly, has this been resolved?

Secondly, how many people have been declined an exchange?

My girlfriend has tried to replace it, It was received as a gift less than 2 years ago and they won't give her a new 1 as It's 'Out of warranty'... 

Now they aren't cheap and it would be really nice to get a working product.

Any fixes or other advice is welcome.

Thanks everyone.

[Dan_A]

Hi Zonkii,

That certainly isn't the experience we want you to have, especially with a Nest Hub. Since you've seen some posts, may I know what troubleshooting steps you've done so far? Have you already reached out to Google tech support about this or was it about a different Nest Hub which belongs to your partner? To keep the ball rolling, try the steps below:

1. Check if you have the official power adapter that came with the Nest display.
2. Plug in the device to a different power source > reboot the device.
3. If the issue persists, put the device in recovery mode with these steps:
   1. Unplug the power cord.
   2. Hold down the volume buttons and plug in the power cord at the same time.
   3. Wait for the device to turn on.
   4. Release the volume buttons.
4. Once the device is in recovery mode, attempt an FDR and re-do the set up.

Tell me how it goes.

Best,

Dan

[Zonkii]

Hey Dan,

So she took it up with support and the request got denied as it's "out of warranty" (mentioned previously) - She followed all troubleshooting steps.

I then took it into my own hands and contacted support about it, and after going through all the steps, including unplugging and replugging with 10 sec delays 10 times +, there  was no results, so we went through the process only to be declined once again. 

I asked the customer care agent 'Benj' if he could put me in contact with someone higher up just to get some more insight into the case because it's not clear to me why we can't get it replaced if she has had it for less than 2 years.

Paolo

[Dan_A]

Hey Zonkii,

I'm sorry you had to go through that and hoping there's more that we can do but, we need to follow Google's policy. You can check this link for our replacement policy: https://goo.gle/3vDD0MG .

While we can no longer process a replacement for you — we're always looking for ways to improve and we'll take it as feedback. Let us know if you have other questions as I'll be locking the thread after 24 hours.

Kind regards,

Dan

[Zonkii]

Where does it say anything about what I've mentioned? All I can see is that it says that there is a 2 year warranty. 

Previously I had a device that was replaced with the same issue, and the Google warranty had expired however with proof of purchase they could see that I had had the device for less than 2 years and therefore replaced it. This time round, there is no proof of purchase as it was a gift, but in reality it's a very similar situation.

[Dan_A]

Hey there,

Apologies for the inconvenience. Since you told us that it’s a gift, do you also know  where and when the Nest Hub was bought and from what country? The warranty period differs per country. 

Thanks,

Dan

[Zonkii]

It was bought in July 2021, and it was bought in Denmark.

[Dan_A]

Hi Zonkii,

Apologies for the delayed response and 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,

Dan

[Princesss]

Hi Zonkii,

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. 
 

Best,

Princess

[Princesss]

Hi Zonkii,

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours.
 

Best,

Princess