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Google nest hub display blac screen but responding

GnanabalaN
Community Member

Google nest hub display not displaying anything except lines

IMG_20220819_113133.jpg

are visible on black screen,but responding voice assistant and speaker working ,it's the 2nd device having same issue and every time I can't go for a new one .Most of the time Google's service reply is Google service centre not available in your country and buy a new one ...it's not the solution ,Google selling the product without any service centre and product's working just a couple of months .....

15 REPLIES 15

Bernieboo
Community Member

I have a first gen home hub and had noticed a blue ring on the screen over the last few months and wondered what it was, then this morning the screen failed and is just a series of lines like yours but over the whole screen.  It seems that this is a common problem and Google don't want to acknowledge it. There are postings all over the web about this problem. Looks like my Google Home hub will become another mini as it still responds and answers questions, just doesn't have a display anymore.

GnanabalaN
Community Member

This is not a solution ,he also shared the same device having same issue,Google customer service has to provide a solution .....

Muddi
Community Specialist
Community Specialist

Hey folks,

 

Thanks for reaching out. I know how challenging it is when you're having screen issue on your Google Nest Hub. To confirm, is this a 1st gen or 2nd generation Nest Hub? When and where did you purchase the device? Also, what are the steps that you've done so far? If you have an existing case ID, please share it here so I can check what happen.

 

Looking forward to your response.

 

Cheers,

MUddi

Bernieboo
Community Member

Hi, It is a first gen device and a few years old, definitely out of warranty, but I am surprised it failed.  Being on always (except when you switched the lights off) must shorten the life of these devices.  When I did a google search about the issue I found plenty of posts with photos that were exactly what I witnessed.  It started as a blue rectangle in the middle of the screen.  Then one morning last week it died (the night before it was working fine). I have bought another Hub (Gen 2) as I like the product and the Gen 1 has been relocated to somewhere where a screen is not required. It still works as a mini type device.

Muddi
Community Specialist
Community Specialist

Hey Bernieboo,

 

Thanks for that information. Do you have the chance to contact us thru chat or call? If yes, please share the case ID so I can further check what happen.

 

Cheers,

Muddi

Bernieboo
Community Member

Hi Muddi,

I don't have a case ID, I am simply making comments of my experience, happy to discuss further, however I am in Australia and the time difference will make it challenging (depending on where you are).  

Muddi
Community Specialist
Community Specialist

Hey Bernieboo,

 

Could you tell us where did you purchase your device?

 

Cheers,

Muddi

Muddi
Community Specialist
Community Specialist

Hi Bernieboo,

 

I just wanted to follow up on this. Let us know if you still need help with your device, and we're glad to assist you further.

 

Cheers,

Muddi

GnanabalaN
Community Member
I already contacted Google customer support team on chat and waiting for Redington to contact me ....
The below one is the reply mail received from Google customer support team.
Hello GnanabalaN B,

Thanks for reaching out to the Google Nest Customer Care Team.

I'm sorry to hear you are experiencing an issue with your Nest Hub. This is to confirm that we have attempted all troubleshooting steps and determined the device needs to be replaced. As we discussed on the phone, we will be providing your contact information to Redington and one of their employees will reach out to you in order to continue the replacement process. 

Please wait until Redington has contacted you before taking any next steps.

Once Redington has coordinated and directed you to a service center, please show a copy of this email to confirm your device is eligible for replacement.

  • Case ID: 0-1857000033005

  • Case Date:8/24/22

  • Serial Number / Model: 98172AA37X2F

  • Point of Purchase:Flipkart

  • You will also need to provid

 

For your reference your case number is 0-1857000033005. 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
Community Specialist
Community Specialist

Hey Bernieboo,

 

Sorry for the confusion. It's okay, you have the option to respond. We are just checking if the OP or other users have the same issue before we close the thread. 

 

Cheers,

Muddi

Jake
Community Specialist
Community Specialist

Hey all,


I wanted to check in with you, and ensure everything is good to go. Please let me know if you have any questions, as I will be locking the thread in 24 hours. 

 

Best regards,

Jake

Bernieboo
Community Member

Hi Muddi,

I don't think there is anything you can do. I think the device was purchased from Officeworks (Australia), but would be 3 or more years ago. My purpose in putting this post up was to highlight that this is not an isolated problem. I am out of warranty well and truly. Thanks for reaching out.

Bernadette

Muddi
Community Specialist
Community Specialist

Hi GnanabalaN,

 

Thanks for the update. I'm glad to hear that you'll be getting a replacement for your device. Please edit your post and remove the serial number of your device because it is considered as your personal information.

 

@Bernieboo: We understand where you're coming from. Our team investigated the issue that you have with your device and found out that this is more on a hardware and not a software issue, and replacing it will depends on the warranty.

 

Cheers,

Muddi

Princesss
Community Specialist
Community Specialist

Hi everyone,

 

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

Yes I saw the reply, didn't think I needed a response