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Home Hub v1 seems bricked

timrawe
Community Member

Hi

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?

Yours faithfully

Tim Rawe

 

16 REPLIES 16

Lwssolo70
Community Member

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.

Jake
Community Specialist
Community Specialist

Hey all,

 

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. 

Best regards,
Jake

timrawe
Community Member

Hi Jake

Many thanks for reaching out. I have continued to try resetting and rebooting the device but it never gets beyond the boot screen. Is there anything else I can try doing?

Best regards

Tim

timrawe
Community Member

Hi Jake

I appreciate that you must be very busy handling posts here, but is there anything I can do about this hub, or is it now a piece of junk?

Thanks

Tim

Jake
Community Specialist
Community Specialist

Hey timrawe,

 

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.

Best regards,
Jake

Jake
Community Specialist
Community Specialist

Hey timrawe,


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.
 

Best regards,

Jake

timrawe
Community Member

Hi support

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?

Many thanks

Tim Rawe

Ripers1
Community Member

Same

whuuut
Community Member

I am also having this issue. @User123456 what are the next steps to have this issue resolved?

Lwssolo70
Community Member

None. They don't care.

Lwssolo70
Community Member

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...

 

"Hey, Steve and Team,
big fan here! Since lately you have been protecting customers against big corps, perhaps you would like to enquire about Google's policies on return and mishandling of warranties.
Google's Nexus devices (the screen+speaker thingy) were subject to an OTA system software update in late Oct 21. The software engineers fxxxxx up something and bricked thousands of devices worldwide. To this date, they have replaced a few in the US and none to my knowledge in the rest of the world (I'm in Italy), but mostly replied to customers they were assigned a case number while the "very busy" team was looking into the matter. This affected thousands of people. No further action. silence, thank you for your patience ....Bla bla bla.
I, (like many), to their request, actually sent them a video of the device malfunctioning to no apparent reaction.
Perhaps a story you would like to pick up? should that be the case just search "nexus stuck on G screen" on any web browser...you would be surprised.
Keep up the great work!!!! "

email:  # and copy your message. hopefully, they'll pick it up (see my post below). 

Lwssolo70
Community Member

Censored by G! Unbelievebale....

Lwssolo70
Community Member

screen cap of censorship forwarded to GN.