How to get a response from support????

[Wendy-B]

My Hub Max stopped working.  Software issue.  Posted here.  Was advised by Google Support to fill out a form regarding the issue, which I did.  Was supposed to be contacted in 1-2 days.  Forum thread was locked by support because they were supposed to communicate with me via email.  Well, I’ve been ghosted and my original thread is locked so I can’t reach out to any of the original support members I was communicating with.

I need my Hub Max fixed or replaced.  It is inexcusable that I paid $230 for a device that is now unusable due to a known glitch.  These things should be recalled if Google can’t fix the issue.  And I feel like I’ve been abandoned by customer support.

How do I contact someone who will actually address my issue through to resolution???!!!

[MplsCustomer]

@Dan_A 

Can you respond to this customer on the status of the form they filled out on the post below at your request?

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Hub-Max-stuck-on-startup-screen/...

[Wendy-B]

Answered their emailed questions, sent in the requested 45 second video, and provided all info via email on 07/13/2023.  I will await their response.

[Muddi]

Hey Wendy-B,

Sorry to hear about your experience. Upon checking, we were able to get an approval to replace your device. One of our team members will get back to you and provide you with the additional that you need. Thank you for your patience and understanding.

@MplsCustomer: We appreciate your help here.

Cheers,

Muddi

[Muddi]

Hello there,

Upon checking, your device has been replaced. I'll go ahead and mark this case resolved and lock the thread after 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community.

Cheers,

Muddi

[Wendy-B]

Well, it hasn't been replaced YET.  Old device is being shipped back to Google as we speak.  I can't consider this resolved until I get a replacement device that actually works.

[Muddi]

Hi there,

Got it! I'll just keep the thread open until you receive the replacement device. Feel free to update the thread whenever you have additional questions.

Cheers,

Muddi

[Muddi]

Hey Wendy-B,

I just wanted to check if you were able to receive your replacement device?

Cheers,

Muddi

[Muddi]

Hi folks,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.
 

Cheers,

Muddi