Hey Google, STFU

[WhiskerBiscuit]

1. Sometimes Google misunderstands me and thinks I asked a different question and she starts prattling off a long answer.  I have to practically scream shut up!  a few times before she does.  Is there a way to prevent her from giving a long answer, or at least prompt me to get a verbose response?
2. Another annoying thing is when she says, “Sorry it looks like those lights haven’t been setup yet.  You can do that in assistant settings.”  I’ve heard that prompt a thousand times.  I’d prefer just a ding sound indicating there was a problem instead of being yakked at.

Seriously. Assistant needs an ADDHD option where she speaks only as little as possible.

[MplsCustomer]

@WhiskerBiscuit 

If we say "Hey Google, stop" or "Hey Google, enough", Google Assistant's oral answer is silenced, but on a Nest Hub the content still remains on the screen.

[AaronJMyers]

MplsCustomer has it right!

I also use "Hey Google, Stop!"  when I have heard enough or hear that the response is wrong in any way.  The response should stop immediately.

[Dan_A]

Hi folks,

@MplsCustomer, thanks for helping.

@WhiskerBiscuit, @AaronJMyers, that certainly hasn’t been easy for you ― let’s check it out. A few things: which Nest speakers are we working with? When did your issue begin? Were there any recent changes made? 

It would help a lot if you could do a sequential reboot first: 

1. Unplug the power cord of your router followed by your Nest speakers.
2. Plug them back in after 3 minutes tops.
3. Restarting your phone might also help.

Afterwards, recreate the issue and check the audio record if your Nest devices hear you, to check audio recording in My Activity, follow the steps below:

1. Open the Google Home app.
2. At the upper-right, tap the account icon.
3. Verify the Google Account on screen is the one linked to the speaker or display. To switch accounts, tap the down arrow icon  > choose another account or Add another account.
4. Select My Activity. Note: This opens a list of all recent voice commands the customer has given.
5. Identify the most recent command that generated a failed response.
6. Select Details below your Assistant Query (this will expand out the details).
7. Tap the Play button on the query card (play a few) to confirm from My Activity what the speaker or display heard at the time the issue occurred.

Keep us posted.

Best,

Dan

[AaronJMyers]

What a joke...  same BS recommendations as in all the other threads for what is likely the same exact issue that came with the January firmware update.  I think it may only have occured to Nest Hub V1 devices due to insufficient testing prior to pushing the firmware update out.  Check my other posts in related threads, I am too lazy to point you directly, just like googlenestcommunity support staff are too busy to count complaints and see it cooncided with the January firmware update, as has been repeated by so many in various threads.

This isn't America Online, rebooting is not the answer to a bugged firmware.

It's been over a month now, and we get the same BS asking to reboot it or factory restore it ...  none of which fixes the bugged firmware Google pushed on us.

Too bad your consumers have to tell you what's wrong, and you still won't listen... 

Bluetooth does "pair" and "connect," but audio is misrouted out the Nest Hub device speaker. When the bluetooth sound device is paired, connected, and selected as the "preferred device."

A month....  it's been over a month and support specialists seem to not have a clue what it is, whether or not firmware developers are working on a fix or not, or why when something happens directly after a firmware update to the Nest Hub that the problem is not multiple different brands of bluetooth devices, and that no amount of rebooting or factory resetting will fix the firmware issue.  What would fix it: Either a rollback to the previous working firmware, or a new firmware that has the bug removed.

A month.....  let that sink in.

It would never be allowed on product launch, but once the return period is passed y'all sure get lazy.

I could see a week or two...  but pretending firmware engineers don't have access to enough models to test them all before pushing updates, or doesn't have enough to reproduce the issue.

Imagine all the poor sods who aren't tech savvy enough to come here and descibe the problem.  There's far more affected units than are reported here, don't be confused about that.

I have already decided I won't be buying any more Google products due to how poorly customers are treated....  

A Month plus, and still counting...  NOT ACCEPTABLE

[Dan_A]

Hey there,

Apologies for the delayed response. We totally understand that troubleshooting can be frustrating, but these are the most helpful steps to figure out what's going on with your device. Let's give them a try!

1. Make sure the customer's mobile device is connected to the same Wi-Fi or linked to the same account as the speaker or display.
2. Open the Google Home app.
3. Tap the device of the preferred speaker or display.
4. At the top right, tap Settings > Audio > “Hey Google” sensitivity.
5. Use the slider to raise or lower the device's sensitivity to make it more or less responsive to "Hey Google".

Tell me how it goes.

Best,

Dan

[WhiskerBiscuit]

Really?  You’re going to insult my intelligence by giving me a canned response?  Shame on you.

[AaronJMyers]

Almost 2 months now ..   no encouraging feedback indicating the firmware developers have found the bug THEY introduced in the January firmware update...

This is completely unacceptable.

So, you're saying that in 2 months that Google firmware programmers and tech support personnel haven't been able to duplicate this issue on a test device there?

It should be easy, just having a Nest Hub V1 with the firmware updated sequentially through the January update.

I have already clarified that the bluetooth devices do pair and connect, but that the Nest Hub V1 devices fail to route audio to the bluetooth devices they are connected to.  When said bluetooth device is selected as the default audio device audio responses should come from them and not from the Nest Hub V1...  however, the responses ONLY come from the Nest Hub V1 after the January firmware update.

Since the problem began exactly after that update, it's quite obvious where the isssue lies.  Bluetooth Speakers that employ the SBC audio codec only, and no other codecs, don't ever get firmware updates that change the way the SBC codec operates... it's a locked down, fixed standard, protocol that was decided upon a very long time ago.

The Nest Hub V1 pairs and connects fine, but audio is misrouted to it's internal speaker instead of the Bluetooth speaker it's paired to.

If your firmware was accessible to me or other programmers it would have been fixed by now.  Audio routing issue caused by firmware bug.

Almost 8 weeks later all we get is useless support staff asking us to find the problem firmware programmers caused in the January update....  it's abundantly clear, yet we don't get a fix or even an update that Google staff even has a clue what they broke.

This issue is in multiple threads described differently due to consumers having different technical understanding levels.

Some people don't hear audio and they say bluetooth isn't working, others know to check and can verify that bluetooth IS connected, but that audio is being misrouted...

I am about to take a weekend and reinstall my Alexa devices.  I thought maybe after making the true nature of the issue known would allow a firmware programmer to locate the bug and fix it in a reasonable amount of time, but that ship has sailed, like a month ago....

So Sad.  I get the idea that Support Staff and Firmware Developers don't directly share details, and the developers just don't ever come in here to read what we say.

That explains why it seems like it takes forever, and like this is just a sounding board to let people get out their frustrations, not that it would ever actually help.

This is beyond frustrating.

Frustrating is a couple days, to maybe a week.

This is insanity when over 7 weeks goes by without any positive updates or fix announcement.  1/6 of a year.

This is beyond disappointing.

[Dan_A]

Hey there AaronJMyers,

I understand how you feel and how frustrating it can be and we apologize for the inconvenience this has caused you and all others. Could you tell us the firmware versions of your Nest speakers and displays? Here's how:

To check which firmware version you're on:

1. Open the Google Home app.
2. Touch and hold your device's tile.
3. Tap Settings > Device information.
4. Under 'Technical information', check for Cast firmware: 'X.XXX.XXXXX'. If the device is on Fuchsia, check for system firmware version: 'X.XXXXXXXX.X.XXXXXXX'

To check version of your Nest Hub 1st Gen:

1. Swipe up from the bottom of the display screen.
2. Tap Settings > About device. You should find your 'firmware version' on this page. If 'fuchsia version' is also listed, this means your device runs fuchsia.

Looking forward to your response.

Best regards,

Dan

[Dan_A]

Hey there,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,

Dan

[Dan_A]

Hi folks,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this thread in 24 hours.

Cheers,

Dan

[AaronJMyers]

because that's clearly the thing to do when you haven't done a thing to fix the problem from a bad firmware update your company pushed on us ...

Yes, I am on fuschia .. who isn't by January this year? Pretty sure it rolled out to everyone already.

Sucks that your solution to any problem would be to close the thread.

I expect no less from a company that is known to have products in perpetual Beta until the shut down the project, with only a few exceptions. Top tier support strategies.

In addition to the bluetooth issue, now I also have the issue where some of my smart devices can no longer be controlled, for example, the Nest Hub reports "nothing is playing Vizio" when asked to turn it on or off...

This Nest Hub device's value goes down each day. It's been over 2 months since the bluetooth issue started exactly on the day Google pushed their defective firmware on my Next Hub... there is zero positive response when asked if the issue has been reproduced by Google firmware engineers ... Again unacceptable support.

The same problem is reported in multiple threads, and there is no positive indication of a forthcoming solution in any of those threads....

The condescending support staff is no help... cut and pasting the manual instructions for pairing and resetting without even asking what people have tried already... and then closing threads after weeks to months when people get tired of the treatment, as if their getting pissed off and leaving the thread means there was somehow a fix...

WORST SUPPORT EVER.

I really only respond at all because there is a serious problem, or more than one, and someone needs to request the threads remain open and maybe one day Google will assign a firmware engineer the task of actually doing something to fix it...

It's so depresssing dealing with a company that treats their cash cows so poorly, especially the part about closing threads due to everyone getting tired of monitoring the threads for weeks to actual months.

Good luck, everyone... but don't hold your breath.

 

[Dan_A]

Hi AaronJMyers,

Thanks for your patience and I'm sorry to hear that this has been an inconvenience. Our team would like to take a deeper look into this — could you fill out this form and let us know once you're done? 
 

Thanks,

Dan

[AaronJMyers]

No Dan.

This is stupid ..

We are supposed to do all the work and solve the problem for Google support?

Just NO.

As many people as have the problem, all you need is a couple sample models and updating it sequentially through that January firmware update.

Fuscia messed everything up, and the January update made it worse for a lot of us on V1 Nest Hubs.

We have done enough.

Your responses sound like you're claiming that Google can't reproduce this issue ...  and that makes me think that neither Support Staff or Firmware Engineers actually have a single Nest Hub V1 to test with....  that's insane.

What's more insane is that this hasn't been resolved.

You (Google) refuses to give us a rollback firmware for testing to see if that would restore audio routing to paired and connected bluetooth devices....

You've been told this is an audio routing issue, but you ignore it.

For clarity, one last time, Bluetooth devices pair normally, connect normally, but music and responses come from the built-in speaker instead of the connected Bluetooth device.  AUDIO ROUTING.

Please pay attention and forward that to firmware programmers so they know where to look for their screw up.

People saying Bluetooth doesn't work are just simple users that don't know how to display their Bluetooth status on their Nest Hub, where it shows their Bluetooth device is connected and set as their preferred audio device...

I showed my Fuscia and firmware versions...

I am not going to do your firmware programmers' jobs for them.  If they were competent they wouldn't have introduced this bug in the firmware and they would have been able to fix it expeditiously, not taking MONTHS (plural) to apparently get nowhere.

I would rather mail you a device to examine and keep,  because I am already using a pair of Echo Dots for controlling most of my house now.  Google has lost a user.  That means I won't be buying ANY phones or other devices they make.  After over 2 months of this crap Google leaves the nasty taste of vomit in my mouth every time a support person spouts the same cannned responses.  Might as well replace all of you with bots, since there's no personal touch or progress.

I have had other issues resolved in the past, without me ever coming here to complain... the true scope of this issue is big enough to cost Google a good chunk of lost revenue for sure.  Why support a company that cares so much it allows issues it's created to go on for multiple months?  Sure, pretty much every manufacturer of smart devices will at some point issue defective firmware, that happens.... but not taking it seriously enough to solve the problem in a timely manner shows contempt for the customers.

If Google doesn't have random samples of their various hardware versions to test with, it's their own problem, not mine.

If there was a Google window I could throw my device through that was close enough, I would.  Call it a donation.

This is the kind of treatment that results in class suits because it looks like Google broke V1 devices with a software update that wasn't optional, and now appears to be making no attempt, or otherwise no reported progress in reaching a solution.

I won't say that it was done on purpose to force people to buy that crappy new version that has motion sensors and even more issues, but I could see corporate greed causing such an idea to be fielded by execs.

Most of the reason I am even still coming in here is to make sure these threads don't get closed until a solution arrives... because I can see that many have already stopped visiting these threads due to how impossibly long it has gone on with no solution in sight. Someone has to let you know that it's still a problem, and some of us won't give up until there is a fix.

[WhiskerBiscuit]

Remind me in six months how Alexa is working for you.  I’m too lazy to switch at the moment 

[WhiskerBiscuit]

Don’t lock it.  It’s still an issue