Thanks for sharing all the details about the issue.
We understand this issue has been happening for quite some time now, but rest assured that our team is aware of this and looking into this issue at hand. Please try to plug in the device to a different power outlet, then attempt a reset.
If unresolved, perform the workaround below:
Put your device to recovery mode:
If the above steps don't work, please reach out to us to get immediate support on this link: https://bit.ly/3adTfGB
I have far too many things attached to my hub to wait, and wait and wait for a solution. I have moved everything over to Alexa for one part of the house, and broke down and bought a new Google Nest hub.
That being said, I still want my older version fixed, or replaced. I absolutely can use it if it functions and I should be able to have a product that the company does not BRICK with a new software update.
This is just unacceptable. I have opened a case, and nothing - zip, nada, no response from Google at all.
I wish I could help, but I have not gotten any further along in the process than you. It appears they just don't want to manage this problem, and hope over time folks will simply give up.
This has been a horrible customer experience thus far.
I agree, this is a serious customer issue. I have to say that after contacting Google support I received a call immediately. I went through several steps with the tech, unplugging the unit multiple times for ever-longer periods, rebooting, resetting, etc. (which I had already done on my own). I then had to take pictures of the unit with codes the tech emailed me and finally got the ok to have it replaced. I was told an email with directions would follow within 72 hours. After 3 days without an email I emailed them back. The tech said he would look into it and have his senior management sort it. After another week without hearing from them I emailed again. Same reply, but then within a couple of days received two emails with shipping labels and instructions. Curiously, one email told me to ignore the first email label and ship to a special address as it was going directly to their engineering group as they wanted to have immediate access to the unit to determine the problem. I got the sense that they were not sure how this issue happened and wanted to investigate my Gen 1 unit specifically. It was just over 1 year old and was a gift. Within about a week I received my Gen 2 unit and it has, thankfully, been working fine. I committed to Google for my home automation so really hate to change, but will if I have more and consistent issues like this.
My only suggestion is to keep contacting them until you get some resolution.
Very good to know -- I also received the song and dance about 2-3 business days for a response on the authorized replacement request and got nothing after a whole week had elapsed, so I reached out again and heard basically the same as you described for the second contact as well. Guess we'll see how much pestering it takes... (I also had a Gen 1 Hub, FWIW)
And agreed it's pretty poor response from Google/Nest on this issue, especially from someone who's been a long-time user of Nexus, Pixel, and Home/Nest products. I'm also in the same boat wherein I've pretty thoroughly tied the knot with Google on home automation and control via the Google Home app and various Google hardware. My only thought is to maybe go with one of the Lenovo-built hubs instead, as they don't seem to come with Google's bad habit of bricking their own devices with negligent software updates (speaking as someone who's had numerous Google phones with boot loop issues).
I wish my experience was even remotely as satisfying as yours. After my reaching out to Google, I have not been contacted at all by the company. No phone call, no email address with which I can communicate - nothing, just a black hole.
But, good for you - it appears you are now one of two people on this forum that have actually received a replacement. Have a great day.
I unfortunately have had a terrible experience with google. They promised an email with a return label. They promised sending a new unit.
It’s EXACTLY like spam callers when they try to tell you won some kind of settlement but want money sent to them to accesss the account.
I still can’t believe a huge company like google would do all this over a $120 unit
Well, I went ahead and passed along this thread to a few tech media outlets like The Verge/Vox since Google doesn't feel obliged to deal with a nearly 6 month-old problem in any substantive way and seems to be giving people who reach out the good ol' runaround regarding replacements for devices they've bricked through their own OTA software updates.
Hate for it to come down to a swift kick in the pants like this, but that does seem to be how these things get resolved nowadays...
I bought a new Home Hub too, it was $65. At this stage in my life, I am beyond begging and pleading for anyone to do the right thing. They should do it willingly. I still believe Google should do better, I just no longer expect it. That will go into my decisions going forward, certainly, I will not buy a Google Pixel phone now, which I had decided to buy last week. Way more expensive - much greater risk of losing my $'s.
Pennywise, and dollar foolish, this problem should have been addressed and fixed months ago. Enjoy my $65, but you won't be getting my $900.
Welcome to the Google Nest Community Forum.
I know how it feels to not to have a working device when needed. This is related to a similar trending issue on this link. Rest assured that our team is aware of this and is already looking into it.
Have you tried plugging the device to a different power outlet?
When was this issue (stuck on gray G logo) first noticed?
Was the device already in this state when you first discovered it?
If no, were you in the middle of interacting with the device when it happened? If so, what were you trying to do?
Did you unplug the device or was there a power outage shortly before you discovered this issue?
What are the troubleshooting steps you've already tried?
Please try these steps below that may help us fix the issue:
Place the device in Recovery Mode (unplug the device then hold down (long press) the volume up and volume down buttons while you plug the device back in. Release the volume button once the device turns back on.)
Attempt a factory reset once the device boots into Recovery Mode (hold down (long press) both volume up and volume down buttons at the same time.)
Let me know once done.
Apologize for the delays. We got the form you've submitted. We've sent you an email about your concern and let's continue through that channel.
Also, I've duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed.
I tried reaching out via this forum to Google in multiple ways. Finally, I was able to connect using this link... this form
I was able to chat directly with a customer service person (Lien), who was helpful after following this link. Including wait time, it took a little over an hour for the process, but at least it appears I have made real contact.
I am told that I have filled out all the appropriate information, which included sending two clear photos of the product base which id's the unit (model and serial #) and one of the gray screen that includes the white G. Lein has acknowledged he can clearly read the model number & serial numbers of my device.
As the chat continued, I was sent an email, which I responded to, that again included my photos (3 in total), along with my personal information. Again, Lein confirmed his receipt of the information and said nothing else was needed from me.
I am told, a replacement will be coming, though it will need to be approved in the next 24-48 hours.
I sure hope so... Time will tell. I will try to keep everyone posted on what happens from here.
I remain very upset that this group concern was not fully and quickly addressed by Google. This morning after months of getting replies stating the reset didnt work, I Googled " what is Google doing about the bricked hub and found a none Google page that was HELPFUL!! it included the link to Google Support, and once there after filling in the questions, i selected "Call Me" I got a return call in less than a minute and within 10 minutes my hub was reset and up and running.
Here is the link to use.