Two weeks ago I noticed that my home hub (the first version) was stuck on the G logo, and every attempt to restart it since (including resetting the device has completely failed to fix the problem.
It never gets touched, and has just worked consistently since purchase. It now has all the hallmarks of a bricked device (where a firmware update has failed to work and has completely screwed up the device). Please could you let me know how I go about getting this device repaired?
Sorry man. I Hear you. Have been on emails with google support since november for the same issue. They bricked our devices with an online update and refuse/avoid (three months and counting...) to replace or fix them. It's just a scandal. They just do not do anything about it until they hope you give up. Don't! Company policy I guess....too big to care.
Hey, thanks for the support! This is when Google seems an awfully remote company, and yes, they do seem too big to care. The experience certainly has helped in one way, as I was thinking about finally getting a new phone, and the Pixel Pro was top of my list. That has definitely changed.
Sorry for the late reply. I wanted to follow up and see if you are still in need of any help? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.
I am truly sorry for the trouble and frustration that you are having with the device, and for the delayed reply. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.
If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.
It looks like we received your filled out form, and we have passed this on to the correct team, where they will be reaching out to you about your issue. I'm going to go ahead and lock this thread.
I have been happily using my Home Hub Gen 1 for a couple of years now, but suddenly the other day I came downstairs to find it stuck on the grey G boot screen. We have only operated the hub via voice control and it is in a safe location in our kitchen. But overnight it has become useless. I have tried resetting it, tried this support article to boot to recovery mode. It got to recovery mode but locked again when trying to reset and restart the device.
This is unquestionably caused by Google pushing a firmware update that then fails to install correctly in the hub. An ordinary user has no way to affect the device other than resetting it.
I find it incredible that, given the quantity of people on the net reporting this same issue over a long period to time that Google have done nothing to fix this issue. It appears that only users in the USA get a replacement hub (all European users seem to be left with nothing as an option ).
Please could Google either supply a definite fix for the issue or replace the device(s) that their update operations have broken?
FYI I would like to share my email to Steve @Gamers Nexus who just did a great job cornering Newegg for their customer return policies. Hopefully, he will pick up this story. If he does G will wish they actually solved their customer problems...