My beat up $29 fire tablet is a better product.

[Jimmy_J]

My device just started having display issues on the left side and is all distorted. My Hub Max is less than 2 years old and did cost a good chunk of money.  I contacted Google and they basically said oh well get a new one and stopped replying to my emails asking for the issue to be escalated. If you are thinking of getting a hub max, I advise against it. Since Google won't respond, I will be sharing this feedback across every social media platform I can. Folks should be aware of this terrible customer service. The rep even asked for my address so a new one could be sent and then right after sent another email saying the request was denied. Very misleading and just awful to do to a customer. JUNK - DO NOT PURCHASE!!!

Update: screen stopped working a few weeks ago. Over $200 down the drain. Never again, google.

[Muddi]

Hello Jimmy_J,

Sorry to hear about your experience. Could you share the case ID so I can check what happened? 

Cheers,

Muddi

[Jimmy_J]

I added this on another thread but there has been no response, so I will try again:

My Google Support Inquiry: Case ID [6-1310000033198]. Hoping no one EVER buys a google nest hub max.  I have an Amazon tablet that has been dropped, stepped on, and abused by kids and the screen still works.  The hub max literally sat on my counter yet the screen still stopped working way sooner than it should have. I even set the screen to turn off when not in use but it still didnt last. Such a poor product for the $229 price tag.

[Muddi]

Hi Jimmy_J,

My apologies for the delays. We understand your frustration. One of our team members made every effort to obtain approval for a device replacement. However, as the device has been out of warranty since November 2021, we are unable to provide a replacement. Instead, we offered you a Google Play credit as a gesture of appreciation, which you agreed to.

Your feedback is greatly appreciated, as it helps us enhance our products and services. If you decide to give the Nest Hub Max another try in the future, we would be more than happy to assist you in improving your experience.

Let us know if you have additional concerns;otherwise, I'll close the thread after 24 hours.

Cheers,

Muddi

[Jimmy_J]

Just so we are clear, your team member told me she would send me a new hub max because of known screen issues. I provided my address, etc and I thought I was all set up. I thought google was doing the right thing. Within the same week, I got another email saying a replacement was not going to be sent (even though I was told the opposite).

After ALL of the back and forth and my requests for escalation (because I was promised something that wasnt delivered upon) one of the reps offered me a whopping $20 playstore credit.  I accepted because it was the least google could do to make up for all of the back and forth emails (send pictures, verify address, escalations, known screen issues, why I was lied to, etc)

Your suggestion to purchase another expensive and defective google product will never happen. My goal now is to share my terrible experience however and whenever I can to inform others' to steer clear of google products.  I will continue to post my experience on the google forums to encourage folks to return items that they cannot get to work. I will continue to post product reviews, and share how google lied to me all over my social media.

You lost a valuable and loyal customer by promising a replacement for a defective hub max and then breaking that promise.  Have the day you deserve!

[Muddi]

Hello Jimmy_J,

Sorry to hear that you are under the impression that we will replace your device. Based on the case notes, the agent sets your expectation that we cannot guarantee a replacement since your device is out of warranty for a year.

We're sad to see you go. We hope we can make it up to you in the future. Send us a message if you change your mind.

Cheers,

Muddi