LG Thing WK7 Chromecast Speaker - Centralized issue discussion

[keeya]

Who should we blame here? LG tells us to contact Google, and when we contact Google they say LG hasn't updated the Chromecast version of their product. It's an high end Smart Speaker and it should not become a paperweight. I have two of those, one still work but I made the mistake of reseting the other and now I cannot use it anymore. There are dozens of people facing the same issue. This is not normal, I've contacted EU legislatives services about similar issues in the past and sure will do again to explain this if it doesn't come to a positive resolution. Feel free to share if you have the same speaker.

IF YOU DON'T COMPLAIN, THEY WON'T FIX IT:

GOOGLE:

https://support.google.com/googlenest/

Chromecast -> Contact Us

--

LG :
https://www.lg.com/

Customer Service > Contact Us

------------------------------------------------------------

UPDATE DECEMBER 2024:

Google and LG have no intention to fix this, if you live in Europe fill a complaint to your local Consummer Center here:

https://commission.europa.eu/live-work-travel-eu/consumer-rights-and-complaints/resolve-your-consume...

Scroll down, select your country and fill a complaint.

The European law protect consumers, we don't have to bend the knee to LG and Google.

Si vous vivez en France, vous pouvez poster une plainte ici :

https://signal.conso.gouv.fr

[Ron2024]

When we all make a complaint, maybe they will solve our problem with the. Wk7 speaker!.,

[Ron2024]

This is the reply from Google home ( in dutch)

Beste Ron,

Bedankt dat je contact hebt opgenomen met de Google Nest-klantenservice.

We begrijpen dat het na de update de synchronisatie tussen de twee apps niet lukt waarmee ik zou u vragen om te wachten tot dat het vanzelf wordt opgelost, maar graag wil ik u vragen of u apparaat nog werkt. 

Je casenummer is 1-8973000037116. Als je meer hulp nodig hebt, neem je opnieuw contact met ons op en verwijs je naar dit casenummer of beantwoord je deze e-mail om je case weer te openen.

Heb je een nieuwe vraag? Hieronder vind je veel manieren waarop je weer contact met ons kunt opnemen.

Met vriendelijke groet,
Oussama

Team Google Nest-klantenservice

[polytrauma]

Oh, so they expect the issue will be solved "automatically"? 🤔

[FB3]

Can’t see how it can possibly resolve itself. The speaker is not connected via Bluetooth or WiFi…. it is totally incommunicado?!?!

[ander]

tengo dos unidades de este artículo, y uno de ellos me quedé sin internet, por causas técnicas del proveedor y puse a mi móvil de fuente de datos, lo he reseteado varias veces, no consiguiendo que funcione, me pasa como a vosotros... y no puedo ponerlo en modo bluetooth,y me contesta que me descargue la aplicación home...

      ¿alguna manera de conectar en forma bluetooth sin que tenga pasar por la aplicación google home?

[polytrauma]

I don't know another way but to use the google home app, since there is the option to initiate the bluetooth coupling. The only other apps I know that still connect to the WK7 are the google device utility and the LG soundbar app. But they do not offer that bluetooth coupling option.

[YNOS]

I am just like you with the same problem. From Spain. We are going to keep two nice paperweights.

[Barzi]

I bought my LG WK7 speaker from Costco. I contacted them as I don't think it's right that they sell LG or Google products that are being deactivated after a few years.  They claim that no-one else has complained to them.  Maybe if we all contact our retailers to complain with a view that they raise it with LG & Google?  I know if I was a buyer for Costco and complaints started coming in about products effectively being deactivated then I would stop contracts with that company.

[levisn1]

We need to unify the complaints as best as we can. First of all, is it Google or LG fault? My initial thought is Google, correct me if I'm in the wrong.

[Barzi]

As I understand it Google are primarily at fault for changing something in their system. LG are not blameless, they have not been updating firmware.

I asked Gemini AI about this and it suggested that changes made to resolve the Sonos speaker issue with Google Home may have caused the problem that we are facing.

From the error message it appears to be some sort of Google authentication issue, is that because LG have not updates firmware?

[levisn1]

Let's say the issue is primarily with Google Home, I found in the app page, which by the way just got updated in my region here in Poland and I'm soon going if by any chance they fixed the bug ‌😅‌, anyway, this email # could be another point of contact to report the bug to the Google support. What do you think?

[Ron2024]

Google did send me a reply, but did not give a solution.

Lg did not reply het.

[LG_WK7_FAULTY]

My worry is that I have an expensive flagship LG SoundBar that uses the same LG SoundBar app, that the WK7 uses. Will my SoundBar eventually stop working? I Did try using the LG Xboom app and it saw the speaker when searching for new devices, but said it's not compatible with this app. Which crazy given the model is an XboomWK7  ThinQ, I don't remember trying to add the WK7 to the LG ThinQ app, but I suspect it won't work. Few years back I bought a few LG H7 that uses music flow to work wirelessly but this app has not been updated and hence you can't even download it from Google's Play store anymore you have to download the App directly from LG support site, then install it. During which my phone says this app may harm your device lol. LG firmware updates are a joke and slow.

[Ron2024]

I cannot get it to work and I tries everything.

So best send a message to LG and Google!

[SterileBacteria]

I agree I have the same worry too, and mine is an SL10YG so getting on now, one thing I will say however is that at least I have learned to avoid the LG brand!

[keeya]

I see a lot of new posts here which is good! Talking here is not enough, take 5 minutes to send a message to your local LG website  on LG Website -> Customer Service (top of the page) -> Contact us (will be written in your local language)

[Ron2024]

I did!

[levisn1]

I just sent a complaint to LG via the contact us form. I have a ticket number, I will chase it until it gets escalated to someone who understands. This is in LG Poland.

[levisn1]

I left 1 star review on the Google Home app page in the Play Store

" Hi,

I am contacting you to report a bug with the LG WK7 speaker. It completely stopped working from one day to the next. The speaker is on, but Google Home can't find it, nor is the Bluetooth function active. I reset the WK7 multiple times and tried with a old Google Home app, the result is the same, after the WK7 finishes to boot it is invisible to Home. It has turned into a brick. Many people from around the world are experiencing this. Open a bug ticket and escalate to dev team please."

Feel free to copy paste.

[levisn1]

This is my case number from Google Support:

1-7073000037937

I also shared this forum discussion with support. They said it was going to be escalated to Seniors. You can reference that case and chase it with support if you want.

[Ron2024]

Very good!

[ChromecastUser]

I'm having trouble with my LG XBOOM WK7. The installation process goes smoothly until it reaches the firmware update stage. The Google Home app then reports an unexpected delay and advises using voice commands to proceed. When I try to interact with the speaker, it responds in French, even though I initially set it up in Dutch.

[Jccnn]

Same issue thanks for bringing attention to it.

[Ron2024]

Probably it is the update….. So i thank in the end that LG has to solve it.

If not: no LG-products for me anymore….

[Ron2024]

Thank

[Ron2024]

Think.   

[Ron2024]

21-11-2024 NL

Aan: LG-klantenservice

Geachte,

Namens het Google forum, waarop vele tientallen we-7 gebruikers zoeken naar een oplossing mail ik u met het dringende verzoek om

het probleem op te lossen.

De laatste update van de wk7 speaker maakt dat alle gebruikers het apparaat NIET MEER KUNNEN GEBRUIKEN.

Dit probleem is door meerdere gebruikers door heel Europa aan LG meerdere malen gemeldd.

Google zegt dat dit echt een LG-probleem is.

Graag een oplossing voordat wij massaal de speaker wegwerpen en geen LG-producten meer zullen aanschaffen als gebruikersgroep.

Tevens zullen wij massaal consumentenorganisaties gaan aanschrijven over dit onderwerp, als er geen oplossing komt.

Met een vriendelijke groet,

R.Numan.

———

21-11-2024 NL

To: LG Customer Service

Dear,

On behalf of the Google forum, where many dozens of we-7 users are searching for a solution, I am emailing you with an urgent request

to solve the problem.

The latest update of the wk7 speaker means that all users CAN NO LONGER USE the device.

This problem has been reported to LG several times by several users throughout Europe.

Google says this is really an LG problem.

I would like a solution before we throw away the speaker en masse and no longer purchase LG products as a user group.

We will also write to consumer organizations en masse about this subject if no solution is found.

Kind regards,

R. Numan.

———-

21-11-2024 NL

Para: Servicio al cliente de LG

Estimado,

En nombre del foro de Google, donde decenas de usuarios de we-7 están buscando una solución, le envío un correo electrónico con una solicitud urgente.

para resolver el problema.

La última actualización del altavoz wk7 significa que todos los usuarios YA NO PUEDEN UTILIZAR el dispositivo.

Este problema ha sido informado a LG en varias ocasiones por varios usuarios de toda Europa.

Google dice que esto es realmente un problema de LG.

Me gustaría una solución antes de que desechemos el altavoz en masa y dejemos de comprar productos LG como grupo de usuarios.

También escribiremos masivamente a las organizaciones de consumidores sobre este tema si no se encuentra una solución.

Atentamente,

R. Numan.

[Jccnn]

LG Just gave a blow off answer to me to reset the unit and try again and contact Google support 😡

[keeya]

Tell them they never updated their firmware and it's on them, and ask that they escalate your ticket

[Ron2024]

Respons from LG (22-11-24)

This e-mail address is for sending only. Please press the More question / Reply button below to answer.

Uw vraag

Reference No : GCU241121059375 Date : 21/11/2024 14:33 36 Soort vraag : Customer Service Product / Model Nr : Component/Portable/Cassette 21-11-2024 NL Aan: LG-klantenservice Geachte, Namens het Google forum, waarop vele tientallen we-7 gebruikers zoeken naar een oplossing mail ik u met het dringende verzoek om het probleem op te lossen. De laatste update van de wk7 speaker maakt dat alle gebruikers het apparaat NIET MEER KUNNEN GEBRUIKEN. Dit probleem is door meerdere gebruikers door heel Europa aan LG meerdere malen gemeldd. Google zegt dat dit echt een LG-probleem is. Graag een oplossing voordat wij massaal de speaker wegwerpen en geen LG-producten meer zullen aanschaffen als gebruikersgroep. Tevens zullen wij massaal consumentenorganisaties gaan aanschrijven over dit onderwerp, als er geen oplossing komt. Met een vriendelijke groet, R.Numan.

Agent Response

Date : 22/11/2024 Beste R Numan, Bedankt voor uw bericht. We begrijpen dat dit probleem frustrerend is en we waarderen het dat u ons hiervan op de hoogte stelt. Helaas moeten wij u meedelen dat dit specifieke probleem gerelateerd lijkt te zijn aan de laatste update van de WK7 speaker, en dit valt buiten onze controle. Gezien het feit dat Google aangeeft dat het een probleem betreft, raden wij u aan om contact op te nemen met Google zelf voor verdere assistentie en een mogelijke oplossing. We hopen dat dit snel voor u opgelost kan worden en danken u voor uw begrip. Vertrouwende voldoende te hebben geïnformeerd. Met vriendelijke groet, Irmayas Customer Service Representative LG Electronics Benelux

[Ron2024]

Thank you for your message. We understand that this problem is frustrating and we appreciate you informing us of this.

Unfortunately, we have to inform you that this specific problem appears to be related to the latest update of the WK7 speaker, and this is beyond our control. Given that Google indicates that this is a problem, we advise you to contact Google itself for further assistance and a possible solution.

We hope that this can be resolved for you quickly and thank you for your understanding.

Trusting that we have informed you sufficiently.

Kind regards,

Irmayas
Customer Service Representative
LG Electronics Benelux

[keeya]

"Beyond their control" LOL yes Google latest version maybe broke it, but they couldn't care less to update their device firmware

[Ron2024]

No solution, yet!

[keeya]

Reply to the previous answer she gave by saying they have to update their firmware, not everything  can be blamed on Google either, and that she escalate this issue. We can't let go this!

[keeya]

You can file a complaint to Google here I just did:

https://support.google.com/googlenest/

[Godivo72]

Même problème, du jour au lendemain. 

Aucun recours, inacceptable 

[keeya]

tu vas sur le site de lg tu envois un message et sur le site google juste au dessus, mais en effet sinon pas d'autre alternatives de notre coté

[LG_WK7_FAULTY]

Wouldn't it be nice if they resolve this for everyone in time for Christmas.

[YNOS]

Too late, I'm going to buy echo 4º on Amazon on Black Friday. I have no hope

[keeya]

doesn't prevent you to send a message to lg / google at least then they know and if they fix it you can resale it later or use it in another place