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Nest Audio & Speaker Groups

SB
Community Member

Since my original thread was locked, I am opening a new one. It was falsely marked as having a solution, although no solution was found yet. Funnily, even the support chat could not unlock the thread, one more great action, Google!

I was contacted by AI about two weeks ago, but did not hear anything yet.

I do not want a replacement for my speakers, since

  • I cannot imagine, that this will fix the software issue of the speaker groups
  • hundreds of other people are also having the issue of crackling sound, I am sure my replacement would have it again.

Guys, I do not want a replacement, but rather a solution to this. I know Google, you are not good at this, but let's try 😉 Otherwise I return my producs and spread the word in the Austrian community to stay away from these low quality products.

Link to original thread, that was wrongly closed: https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-Audio-amp-Speaker-Groups/m-p/19178...

23 REPLIES 23

fos4kurt
Community Member

Same here yet not even crackling, nothing, can't add them to my existing speaker group. 'try again in a few minutes' yeah..
Seeing the support you get here i'll return this heap of nonsense and get my €500 back..

frances
Community Specialist
Community Specialist

Hello @fos4kurt

 

Thanks for reaching out. I am sorry to hear that you are also experiencing this issue. I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 8-7673000031703. 

frances
Community Specialist
Community Specialist

Hi All,

 

Apologies on the delayed follow up for some of our cases. Our team is working through these as quickly as they can and I've also passed along your feedback and comments. Someone will follow up with you soon and I'll share more details as they become available.

frances
Community Specialist
Community Specialist

Hi @SB

 

I looked into this situation and can assure you that you have a case. With a case made, it is in the help queue. Your Case ID is: 2-2917000031587. If you'd like, you can contact the support team and refer to your case ID as they have a more in-depth view and are the only ones who can resolve this issue. 

 

Thank you for your patience at this time, I sincerely appreciate it!

SB
Community Member

Thx. I am veeery sure that I will receive a solution soon after waiting for more than half a year... not. (Already posted in the Google Forum, before this product group was moved here)

 

frances
Community Specialist
Community Specialist

Hello @fos4kurt and @SB

 

Thanks for your comments. I created a case for you, where you received an email. 

 

The email is confirmation that you have a case with the support team. The support team is currently working as fast as they can through these cases. When they start your case, they will contact you and conduct some troubleshooting steps and try to resolve the issue. I appreciate your patience at this time. 

 

If you have any questions or concerns regarding this issue, please feel free to contact the support team via chat or email and refer to your Case ID. 

GarrettDS
Community Specialist
Community Specialist

Hey there,
Just wanted to jump in here to check to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS
 

SB
Community Member

NO dont block this again. This issue is STILL NOT RESOLVED!!!!

I do not want to make another thread. It already happened, you locked the thread and then I never heard again anything from Google support team.

And still, maybe somebody from the community has a solution? Would be helpful, since it seems that the Google team has no clue yet...

frances
Community Specialist
Community Specialist

Hello @SB and @fos4kurt

 

Thanks for reaching out. I am sorry to hear that the support team has not helped you yet, that is definitely frustrating.

 

I recommend that you both contact the support team through this contact us form, which will give you the option to communicate via live chat or email. Then, you can give them your Case ID and ask for an update regarding your case. 

SB
Community Member

Nope, this thread is not ready to be closed. I do expect to get contacted if there is an update, after all this mess I was going through. Neither did I get contacted, nor do I see an update in this thread, therefore the problem is obviously unresolved. Therefore stop closing threads like nothing. This is not your Jira Ticket or whatever, this is a forum!!

GarrettDS
Community Specialist
Community Specialist

Hi there, 

I apologize about the frustrations around us closing threads. When there is no activity on a thread, we bump it to make sure that the poster is still here and active. If there is no activity on a thread, then we do go through and close them. 

As Frances stated previously, we suggest using the form that she posted to get in contact with an immediate channel of support as they can take your case ID that you have and will be able to assist you. 

 

Please let me know if you have any other questions. 

Best regards, 
Garrett DS

SB
Community Member

Garrett,

why should the poster be not active anymore? A forum is not about an active poster, it's about an active community or company providing solutions. Since there is no solution posted here, I cannot get "active". What do you expect me to do?? Post every two days here "bump"?? You better use the time and find solutions for your crappy products.

Regarding the form, I was already so often in contact with you via forms and stuff. At the end, the only thing you offer is a replacement, but no solution. And the last time I contacted the support chat, they told me they can't do anything about cases you opened directly via mail with me.

So please use your energy for something more important.
I appreciate it,
SB

Jake
Community Specialist
Community Specialist

Hey all,

 

Sorry for the late reply. I wanted to check in and see if you are still in need of any help? Please let me know, as I would be happy to assist.

Best regards,
Jake

SB
Community Member

Hi Jake, Situation unchanged, but 1) nobody seems to care 2) no solution seems to be available. (Disclaimer+Note: "Solution" does not mean exchanging the device without actually fixing the issue)

I am still having the issue that my 3 devices randomly make crackling sounds, and that my speaker groups often disappear, after restarting spotify, google home and sometimes my phone, they are back again.

 

So yes, some serious help after over one year of no solution would be great, thank you for asking!

SB
Community Member

Ok, maybe I can get a replacement and give it a last chance. Pls contact me via mail for that

Azarco
Community Specialist
Community Specialist

Hey SB,

 

Sorry for the delay. Do you still need our help? If so, please fill out this form so that our team can reach out to you.

 

Thanks,

Alex

 

Azarco
Community Specialist
Community Specialist

Hi SB,

 

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Please keep your lines open as they may reach out to you anytime soon. Also, please be advised that this thread will be locked after 24 hrs.

 

Best,

Alex

GarrettDS
Community Specialist
Community Specialist

Hey there,
Just wanted to jump in here to check to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS
 

hehe.. yeah you do that Garrett... 

fos4kurt
Community Member

Thank you Frances.

fos4kurt
Community Member

As others mention above this is by no means resolved.
It only works more or less (still speakers dropping out) on my very new and very expensive tablet.
My phone and older tablets still have serious issues that can't be caused by their age.
Please have some awesome people look into that.
Many thanks. Kurt

fos4kurt
Community Member

Hey Frances and Garrett.
We haven't received any new updates from you. I'll go ahead and bump this thread. As always, if you have any new updates or news, feel free to share in this thread and we'll be happy to read up.

fos4kurt
Community Member

Hi folks, still here.
I posted earlier that getting a recent tablet allowed more control but i have to review that now.

It seems that my google assistant is now shizofrenic and one of them likes certain devices and the other others.
They now sometimes talk through eachother after i give a command.
This is turning into a right mess now...
I have the impression that it has to do with my mesh network that has both 2.4ghz and 5ghz.
To be continued (not to be closed please)

Thanks