Is there a point where google will replace item?

[Hmackay]

I bought a nest hub max about 2 months ago (as a second hub) for my house, and have experience far too many problems. I other hub max had zero issues setting up and no issues going forward. But this second hub max took me almost a month to get connected/initially setup. I tried almost everyday multiple times to include the troubleshooting steps posted. Finally got it connected but the front camera would never connect. I didn’t try as hard with the camera, but was never successful when I did. Now (a couple days ago), the hub somehow became disconnected or unlinked from the account again. Sitting at a screen telling me to link to my account, and everytime I try it fails. This specific device has been constant problems. Again, I have another one and it’s great! But this one is awful! 

is there any way to have Google replace the item? It was bought from a target and I’ve owned it too long to simply replace with them. I would love help, if it’s actually help and not the standard troubleshooting directions as I have explained they have done nothing in my experience with this device. 

[Muddi]

Hello Hmackay,

Thanks for sharing details about the issue. I can imagine how hard it is when one of your devices is not working. I'd love to dig deeper into this. To confirm, are you using the same email address you have with your working Nest display? If yes, is it a personal or business account? How far is your Nest Hub Max from the router? What is the make and model of your router?

Let's try these steps below:

1. Remove the Nest Hub Max from its current home structure.
2. Factory reset the Nest Hub Max.
3. Create a new home structure.
4. Set up the Nest Hub Max and its built-in Nest Cam on the new home structure.

Let me know how it goes.

Cheers,

Muddi

[Hmackay]

This is a personal account. I have the house set up on its own email address. Not sure how one nest would be on one email and another on another if I’m trying to connect both nests to the same house/account. 

the malfunctioning hub is within 20’ of router. I previously troubleshot this aspect. I wanted it in bedroom, but moved it to common area near router. The functioning one is in bedroom with no problems. I do have google wifi router/extenders throughout house too. We have a spectrum owned modem I believe- or that’s the router… and then the google wifi things all over the house. 

I factory reset and conmected to a new home account. It took a few tries at the connecting to wifi section (as always is the main struggle point). But I accidentally said “not now” to camera setup and couldn’t figure out how to do it once it was set up… so I deleted it from the home and factory reset again to try and get it on my main home account and continued failures right after wifi connect step. Always says “connected” to wifi and then goes right to a “something went wrong” page. I tried again with the new home connection and it continues u to o fail there now too. 

[Muddi]

Hey Hmackay,

We appreciate your efforts. Since all troubleshooting steps have been exhausted, the next best thing to do is to escalate this with our higher tier of support. Please fill out this form with all the needed information then let me know once done.

Cheers,

Muddi

[Muddi]

Hi there,

We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.
 

Cheers,

Muddi

[Hmackay]

Any updates about this situation? You received my form 3 weeks ago. I still have this paper weight on my kitchen counter. Unfortunately for me, it’s definitely beyond the return window. 

please help me fix or replace this hub max.

[Alex_S]

Hey Hmackay,

I see that one of the senior specialists has sent you an email. Kindly look for the subject line: [9-5149000035554] Your Google Support Inquiry: 9-5149000035554. Let me know if you found it.

Warmly,
Alex

[Hmackay]

I cannot find any email including in spam folder. I tried to search those keywords too. Nothings coming up. 

[Alex_S]

Hello Hmackay,

Did you somehow use a different email when you filled out the form? If so, kindly check if the email was sent there.

Best regards,
Alex

[Hmackay]

I must have, I just found the email last night in an alternate account. Thank you

[Alex_S]

Hello there,

Ah! I’m glad to hear that you've already found it. It’s a pleasure to assist you.

Cheers,
Alex