Google Nest Community

halupto · ‎12-10-2023

Hi guys, here´s thread for anyone who´s experiencing "Google home mini 4 dots stuck problem". Possible news from Google, solutions or fix to be written here. Seems this issue affected lot of devices, let´s see what can be done about it and what will be Google´s reaction to this situation.

Moderator edit: Subject updated for clarity and findability

KiiFromGoogle · ‎12-22-2023

Hi everyone,

Thanks for sharing details in the comments here and for submitting feedback reports to our team.

We’ve identified the cause of this issue and have stopped the software rollout.

If you’ve been impacted by this issue, we want to make things right: Please reach out to Google Nest support at g.co/nest/contact for assistance.

Thanks for your patience while we looked into this— we're here to help if you have any other questions.

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gileswells · ‎12-26-2023

Sadly it appears this is, at least for now, only available in the US. Replacements have been authorized and I've got the steps that I went through to request AND BE APPROVED FOR IT.

I got my replacement options last night after my last time chatting with Google early in the morning on the 23rd. Either I can return mine and then they send a replacement or I buy a new one (through an individualized link) and they just put a hold on the card which they will release once the return is received. I had to go through some steps with the chat rep Ana (she was great and very patient) including trying the 10x reboot thing and then also sending a quick video of it locking up.

Here's how I got to this point:

I went to the contact link that @KiiFromGoogle listed and clicked on the Google Home category and said something about my device being bricked in the text field.
1. As someone that has worked chat support for other companies before I will say this up front, be courteous, stick to the facts, and overall be genuinely thankful for their assistance. You'll get so much further with being a polite person.
In talking with the rep and confirming that the device was purchased in the United States (I believe I've seen reports that some countries didn't get replacements last time there was a bricking event like this so your results may vary if you're in another country), we started trying some debugging to ensure that it was in fact bricked. Those steps included:
1. Rebooting the device 10 times through powering it off, waiting 10 seconds and then plugging it back in. We then waited for it to get to the 4 solid white lights before unplugging and doing it all over again. It never got to the "Welcome to Google Home" or whatever it was supposed to say.
2. We then tried to hold the reset button for 5 seconds (which makes it go into reset mode) and then an additional 10 seconds (which confirms the desire to reset?). This just ended up with 2 white lights for me until I powered it off again and then back on which is when I got back to the 4 white lights.
3. The last thing that Ana had me do was take a 45 second video showing off the device being plugged in and then it freezing at 4 white LEDs. This was the most annoying part of the process because my phone can't get low enough resolution to get 45 seconds of video and be under the 25mb file transfer limit offered by Gmail. Additionally the file upload included in the chat doesn't receive video files so I had to use email. I tried to offer her a Google Drive link but in the end she just asked that I send as long of a video as I could which ended up being about 15 seconds.
After she had enough evidence, she sent it off to her supervisors to get approval. A supervisor wasn't available so I had to wait 24-48 hours for a response.
42 hours later I received an email asking for mailing and contact information. This included my name, mailing address (with country) and phone number.
Just an hour later I received my confirmation that I was eligible for a replacement device. I replied with my preference for the Standard Exchange option and am waiting on further instructions. (I'll post that email below)

This is where I am currently in the process but figured it was good enough to post some good news as Google has confirmed that I will be getting a replacement unit for my out of warranty device!

This is the email that I received detailing my replacement options:

Hello Giles,
Thanks for reaching out to the Google Nest Customer Care Team.
Congratulations! You are eligible for a replacement.
We have 2 option of the process:
Standard Exchange replacements don't require an authorization hold, and a replacement device isn't sent to the customer until Google’s warehouse receives the defective device. Customers are advised to return their product within 14 days according to the RMA instructions; however, in total, the customer will have 45 days from RMA creation to return the defective unit using the shipping labels. The RMA will be canceled if the labels are not exercised or used after 45 days. If the product is returned after this then it is returned to the customer and they are advised to contact support for a new RMA.
Advanced Exchange allows the customer to check out their replacement device from the Google Store via an Advanced Exchange replacement cart link (RCL) sent to their email before they return their original device. The RCL is valid for 90 days and the customer may complete the checkout process anytime within that period.
Once they complete the checkout process, we put an authorization hold on their credit card for the full Manufacturer Suggested Retail Price (MSRP) of the replacement device. Once the authorization hold is approved, a replacement device is shipped to the customer in 2-7 business days.
Please let us know and reply to this email on which option you prefer.
For reference your case number is [my case number]. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.
Have a new question? There are lots of ways to get back in touch with us below.
Thank you,
Ana

^ Look at Ana being awesome. @KiiFromGoogle please, if you're able to, pass along my well wishes to Ana's leadership team. She was top notch, knew her stuff, and was great through the whole process.

12/27 edit is below. Also updated step 1 from the list to give clearer instructions on how to get to the right chat.

I got my return instructions. Essentially I box it up and take a QR code to FedEx and they will print the shipping label. The box needs to include both the Google Home Mini and the power cable. They also provide the link for how I can track the shipment as it heads off to Google for receipt and then 1-2 days after they receive it they should have a new one sent out to me.

Final update (1/3/2024): So Google made a mistake and accidentally sent me the full sized Nest Audio as a replacement instead of the Nest Mini that I was expecting. 🤯 I hope that others are able to get as lucky and that those out of the US are given better options for resolving their issues.

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MarcdeK · ‎02-22-2024

And again Google asks me for a 6 year old proof of purchase. The reason? They can't find the serialnumber of the device I sent them (in both text and picture). I told them there is no proof of purchase anymore after 6 years. As far as I can remember the mini was bought at a supermarket and nobody keeps their receipts that long.

I told them there is no reason for me to proof to them I bought the device and when. They broke it, they pay for it. But they refuse.
I said that if I was to damage their car they would expect me to pay for it. But then I will be asking for a proof of purchase and if they cannot give it to me, I don't have to pay for the damages I created. They do not agree. So I said this is the same thing. You break it, you fix it or you pay for it.

So far, Google refuses to take any kind of responsibility for the damage and enormous amount of time the've cost me. Let alone the frustration. Told them that this is costing a multitude of money compared to simply sending me a new mini but that is not something they do understand.

Every day I am more and more convinced that it is NOT wise to buy Google products anymore.
I fear for my other hubs and nest devices if Google can simply destroy them and leave you with the cost.

Way to go Google, customer service at its peak (low)

Winchester · ‎02-22-2024

still waiting for google to make good on their "REPLACEMENT" of my returned Home mini with a 1-to-1 exchange or a credit refund equaling to the cost of a new home mini or relevant replacement instead of the USD 25 store credit which does not allow us to buy a new replacement from Google store itself... from Singapore, by the way.

jasbday52 · ‎03-05-2024

Unfortunately, google has turned its back on this one. Remember this when thinking of purchasing google products.

Winchester · ‎03-05-2024

not going to purchase google products anymore.. they managed to leave a really bad taste with their level of service recovery standards...

Handylee · ‎02-22-2024

This issue is not getting attention, we need to swarm the facebook, twitter, etc google page, to let people know that if they are not from USA, do not buy any google product.

MarcdeK · ‎02-22-2024

I suggest everyone to start writing to every consumer organization in their country about what is going on here. Show them email conversations and ask them to pick up on this.

I know in The Netherlands they now have a sub organization that does file lawsuits against large companies on behalve of consumers that would otherwise be unable to get what they are entitled to.

Google needs to take responsibility for their mistakes. Us telling everyone we know our story, will cost them a multitude of what the cost will be when they just replace the bricked minis.

Parksanim · ‎02-24-2024

Any update? I made a video, talked with your support staff, sent them everything I had, and nothing heard in 2 months?

leinadwolf · ‎02-26-2024

si esta bien padre el hilo, y este disque foro, pero lo que no esta padre, es que google no tome en serio este problema, y yo hasta le fecha no he conseguido ni que funcione el dispositivo, ni que lo rparen por parte de google, ni nada.....enotonces para que sirve ?? ya sabemos que para empresas como esta, LATAM solo es un basurero para sus articulos en desarrollo y actualizaciones que hacen mas obsoletos sus productos, pero no se pasen de la raya, s dinero que tambien vale

FlorianC · ‎02-24-2024

Hello,

I've got a google home mini for many years, and i can't make the last update (maybe a firmware problem...). It 's not working anymore, and it's impossible to set up the factory settings. It's blocked with the 4 white lights. What can i do?

Many thanks for your help.

Regards

David_K · ‎02-25-2024

Factory reset Google Nest or Home speakers or displays - Google Nest Help

If the normal reset steps aren't working, try these steps:

Issues when you reset your Google speaker - Google Nest Help

FlorianC · ‎02-25-2024

Thanks for your answer, but it's not working, it's always blocked with the 4 lights...

David_K · ‎02-28-2024

Appreciate you trying those steps. I've asked a specialist to review this topic and advise on next steps. Just so you know, it may take a short while for them to do that.

MarcdeK · ‎02-28-2024

Please don't act as if this is the first bricked mini. There are thousands worldwide that google destroyed and are unwilling to repair or replace, leaving thousands of people (like me) with the cost of the damage.

@FlorianC your device is bricked due to a firmware update. Google knows all about it for months. They just keep stalling. Contact support and provide them with the requested pictures, video and other means to drag things along and then start praying that they will take some responsibility for your damages.

Good luck. I am still waiting.

Winchester · ‎02-29-2024

that's what google customer service is currently doing.... trying to "make it right" while its looking more likely they bricked the device on purpose so that they can make you pay them more to buy the latest Next Audio.. which caused way above the USD 25 or USD 35 "replacement" store credit they are offering to non-US customers.....

LEWCIFER · ‎02-29-2024

Well after major frustration with google , I have decided to just throw away burn crush my camera, the free one and save $8 month. Trying to get an answer from them is like dealing with the IRS, wait the IRS is better at communicating. Later google.

LEWCIFER · ‎02-29-2024

Too many other cameras like Eufy that has actual customer support. Also works correctly.

Acelandow · ‎03-02-2024

Is this issue related to the "something went wrong" or "there was a glitch" problem? Almost no commands are working on mine.

JSPR · ‎03-03-2024

Quick update from my side. After contacting the Google Nest Customer Service via email, things finally seemed to start moving along. In several emails, I was asked to share my address details, the serial number of the Home Mini affected and a video showcasing the infamous 'two, followed by four white lights' issue, alongside a piece of paper with my case number. I was hopeful that Google would finally provide me with a solution, until they asked me for a proof of purchase. A proof of purchase that - after five years - I no longer have.

As this is not a typical 'factory defect' and my warranty must've expired years ago, I don't see the point in asking for a proof of purchase. After all, Google has admitted that their faulty software update was responsible for the issues that we are facing, bricking thousands of otherwise perfectly functioning devices. There is no point whatsoever in asking for proof of purchase as a requirement to reimburse us for the damage that Google caused.

In response, I have given Google formal notice that I'm expecting them to repair or replace the affected device within 14 days. If no satisfactory solution is provided within this period, I will reach out to the European Consumer Centre (ECC) and the Dutch Consumer Authority (ACM) to see if they can help.

Update 08-03-2024: Google sent me a brand new Nest Mini!

After my message to Google, I soon received a reply that they escalated my issue and were looking into a solution. The next morning, Google reached out to inform me that they'd send me a replacement. And indeed, a brand new Nest Mini (2nd gen) showed up at my doorstep today. Though it did take awfully long, I do want to thank the team at Google for their prompt replies and for eventually making things right by sending me a new Nest Mini. I thoroughly hope that everyone else who is facing similar issues will soon receive a replacement unit as well.

MarcdeK · ‎03-04-2024

Bij mij gebeurd dus precies hetzelfde. Speciale truuk voor Nederland denk ik.

Misschien even contact houden?

JSPR · ‎03-08-2024

@MarcdeK Wat balen dat het bij jou nog steeds niet is opgelost zeg.. Gelukkig is er hoop, want ik heb vandaag eindelijk een nieuwe Nest Mini toegestuurd gekregen. Ik zou je daarom willen aanraden om toch nog eens contact met Google op te nemen (per email) en hen te wijzen op je rechten als consument. Je kunt hen dan formeel 14 dagen de tijd geven om je apparaat te repareren of te vervangen, met de opmerking dat je anders helaas genoodzaakt bent om naar het ECC / ACM te stappen voor verdere bemiddeling. Maar laten we hopen dat dit - net als in mijn geval - niet nodig is en dat Google haar verantwoordelijkheid neemt.

Veel succes! Ik hoop dat er snel een goede oplossing wordt geboden.

MarcdeK · ‎03-08-2024

Ik heb zeer regelmatig contact met google via mail.

Is het mogelijk om me iets meer info te geven over wat je gezegd hebt? Of welk mailadres je gebruikt hebt want ik blijf bij dezelfde nitwit uitkomen die maar blijft doorzeuren over m'n aankoopbewijs.

Geen idee of je hier prive berichten kunt sturen maar elke hulp is welkom.

Groeten

Marc

RoberQC · ‎03-17-2024

Google Nest Audio here. Bougth in 2020. Perfect condition, any move any fall or w/e.

Same as you guys, out of warranty and they link to me their shop.

I'm gonna report them for consumer abuse in my country and lets see what happens.

gotozeus · ‎04-03-2024

I am not sure whether I should be more alarmed as a customer or as a shareholder. This is just ridiculous 😕
It is crazy that they know that they bricked some gen1 homes, and yet they say "out of warranty, nothing we can do".

Do no evil, my a...

Ambe77 · ‎04-04-2024

I bought an Echo Dot months ago and have never been happier.

asdfsafd · ‎04-04-2024

I'm from Germany. Google just sent me 24 EUR. I asked them to repair my old device but they refused to do so. So I took the money and will not buy anything else from these thieves again.

asdfsafd · ‎04-04-2024

23 EUR is correct.

cley1 · ‎04-05-2024

IT does the same for me.

It stuck, and looks like my speaker is not usefull anymore

Thank you for my 100 Euros !

janphilipwassen · ‎04-05-2024

Managed to get hold of Google helpdesk. In some countries you are entitled to a replacement. Seeing is believing but work in progress.

Lori17 · a month ago

I am having the same problem. 4 white lights, none of the work around helped. When I reset I get 1 green light and the rest stay white.

BigBeast87 · 2 weeks ago

I'm from Austria, same problem with one of my Home Mini's.

Since 4 Months - discussions with the Google Support about a replacement ..., only offer i got: ~25€

And due my location, google makes only a payout via payoneer, i have no Payoneer Account and wan't create one ... Payoneer Accounts cost 29€ p. Year, for my Location ...

Im extremely unhappy ... i hope Google is recognizing, what they have done to us (customers and the Home Community ...) and brings a solution.

Google Nest Community

HOME mini UNRESPONSIVE thread - "Google home mini 4 dots stuck problem"