My Google Nest Display screen burn, just like many of others.

[chiusw2003]

Is there any program or fix that Google issues? I can see that there are a lot of people reporting the same issue.

How can it get it fixed? Thanks a lot

[Muddi]

Hey chiusw2003,

Thanks for bringing this up. Sorry to know about your Google Nest Hub - help is here!

A few questions: when did the issue start? Are you still using the original power cable? Was there any type of electrical outage around the time the issue began?

Please reset your Google Nest Hub by pressing and holding both volume buttons together, at the back of the Nest Hub, for about 10 seconds. You'll hear your Google Assistant confirm that it's resetting the Nest Hub. Once done, please check the operating system and firmware version of your device. Follow the steps below to know-how:

• On the Nest display, swipe up from the bottom edge of the screen, then tap Settings > About device. Make sure to take a photo then share it here.

Looking forward to your response.

Cheers,

Muddi

[chiusw2003]

1. The issue started for a week

2. I am using original power cable and charger

3. No electrical outage

4. Reset is done and still the same issue

5. Please find the attached photos

[Muddi]

Hey chiusw2003,

My apologies for the delays. Thanks for sharing the photos. Just an added questions: when and where did you purchase the device? What country are you located at?

I'll wait to your response.

Cheers,

Muddi

[chiusw2003]

I bought it January 01, 2020 on the Google UK online store. But I am now based in Hong Kong.

Order Number: GS.6414-3641-0331

[Muddi]

Hey chiusw2003,

Thanks for that information. Upon further checking, this looks like an issue with the screen itself. Also, we can't proceed with the replacement since your device is out of warranty. 

Note: Please edit your post and remove the order number as it is considered as a personal information and shouldn't be posted on thread.

Let me know if I can assist with anything else, otherwise I will lock the thread shortly.

Regards,

Muddi

[chiusw2003]

But apparently this is a product defect as it's not only me but tons of users are experiencing the same? So Google is not going to cover the product defect?

https://piunikaweb.com/2021/03/13/google-nest-hub-screen-burn-in-issue-comes-to-light-multiple-user-...

https://www.androidcentral.com/experiencing-burn-your-google-nest-hub-youre-not-alone

[Muddi]

Hey chiusw2003,

I understand how you feel. Our team already investigated it and found out that it's a hardware issue on the device. We can only replace devices that are still in warranty. Please visit this link to learn more about our limited warranty for Google Home/Nest devices.

Thanks for understanding.

Regards,

Muddi

[Muddi]

Hey mvtuico,

Sorry to hear about your device. I can confirm that this is a hardware issue, and that we can only replace the device if it's still under warranty. You can visit this link to learn more about our limited warranty for Google Home/Nest devices.

We hope you were able to get the help you need. I will lock the thread shortly unless I can help out with anything else. 
 

Cheers,

Muddi

[Princesss]

Hey mvtuico,

I haven’t heard from you, so I’ll be locking the thread in 24 hours. Thanks for posting! 

Best,

Princess

[chiusw2003]

I think what mvtuico and other people are saying, Google is producing a product that is clearly having a defect, but not willing to fix it. 

[mvtuico]

Hello Princesss,

I don't know what else to say. Regardless of how i explained the situation you won't understand it coz you are not willing to listen and everyone is just keep on pushing that it is a hardware issue and you cannot replace it because my device is already out of warranty. My point is that, report it to your technical team or whoever is assigned to check the internal pieces of your device and tell them this is not an isolated case since a lot of your customers have experienced the same fate.

Bottomline is, fix your device or else people will realize that you are making a defective device and people will start switching to your competitor.  Enough of denying this case and take responsibility. 

Thanks!

[Muddi]

Hey folks,

We appreciate all your feedback. We know the feeling of not having a working device that's why our team investigates that issue, and found out that this has nothing to do with software. Please note that our team is willing to replace the device if proven that it's a software and not a hardware issue. Make sure to link for more information about our limited warranty for Google Home/Nest devices.

Hope this helps.

Cheers,

Muddi

[chiusw2003]

I actually don't quite get this.

1. Google produce both the hardware and software

2. It's obviously a product design defect (as it's not just one or two cases, but massive number of devices is having the same issue)

But as what mvtuico said, I dunno what to say and I don't think you would understand. As you are not willing to listen at all.

There are massive massive number of devices having this issue, which shows that it's a design or quality issue, not just a "random unfortunate event". It's a systematic issue with the device design or hardware.

If you are willing to know more about the defect, please check this out:
https://www.androidcentral.com/experiencing-burn-your-google-nest-hub-youre-not-alone

https://www.reddit.com/r/googlehome/comments/n2uz93/hi_have_you_experienced_burnin_on_your_google/

https://limhenry.medium.com/google-nest-hub-has-screen-burn-in-issue-and-you-should-not-buy-it-c5de6...

[Muddi]

Hey chiusw2003,

We appreciate your feedback. We know this is not the answer that you are looking for but rest assured that our engineering team thoroughly investigated the issue and confirmed that this has something to do with hardware. We replace devices that are still in warranty.

Thank you for understanding.

Cheers,

Muddi

[chiusw2003]

Of course I know this is an hardware issue. You have totally mistaken the point here.

We are debating between - Hardware issue that are caused because of normal wear out, or Hardware issue that are caused because of design flaw or systematic defect.

Hardware issue that are caused because of normal wear out: It should only happen occasionally, and to a very small set of people only. Also, it should only happen after a reasonable lifespan (at least comparable to average "screen-based" product, e.g. phones, tablets, TVs).

Hardware issue that are caused because of design flaw or systematic defect: This would happen to a lot of users, as there is fundamental problem or issue with the design. Also, it would have a much shorter lifespan compare to other "screen-based" products.

For wear out case (first case), of course Google is not responsible for this, as we all understand that all electrical appliance would have a certain lifespan

For design flaw (second case), Google should be responsible for fixing it, regardless if this is within warranty or not. That's why there are Hardware Service Program in Apple, where they would admit design flaw and fix the device that are having systematic design or manufacturing issue.

So I just want to confirm with you, what is the judgement of the Google engineering team. Is it the first case, or the second case? If it is just normal wear out case, then it would be really scary for people to buy the product, as it only have an expected lifespan of 2 years. Think about TVs, or your phone, would it expect the screen to wear out in 2 years? Is this massive reported cases burn screen normal and expected?

[Muddi]

Hey chiusw2003,

My apologies for the delays. To provide more information about your concern, please fill out this form, and one of our team will reach out to you.

Cheers,

Muddi

[Muddi]

Hey chiusw2003,

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

[chiusw2003]

I have seen seeing a lot of people reporting the same issue on the internet and even reported by some tech media, is there any plan for Google to fix this or do replacement for it? 

[mvtuico]

Hello chiusw2003,

Same thing happened to my device. It started as a small black vertical line and it slowly getting bigger until like this (see the pictire or my device now).

So unfortunate, they will no longer replace the device coz it's out of warranty even if it is an iaaue on their end. This is clearly a hardware/sorfware issue. They should replace it or recall their devices.