Nest Hub Max stuck on the G screen

[JeffReese]

Back on 12/01/2021 I contacted Google Support because my Nest Hub Max rebooted itself and got stuck on the G screen. I scoured the forums and tried all of the troubleshooting steps I could find and nothing worked. I contacted support and they walked me through all of the same steps (attempt to factory reset, turn it off 10 times with 30 seconds between). Nothing helped; this thing is a brick.

It is now twenty days later and I am still waiting for a "senior specialist" to get involved. I have emailed three times and I called in today to see what the hold up is (case number 0-8051000032319). The support agent had no answers for me except to tell me they are sorry I am frustrated and that only a "senior specialist" can handle this. He assured me they will take care of it, but offered no timeline.

Google, if you can't support this product, you shouldn't have it. The device I have is clearly defective and needs to be replaced. I don't understand why it takes a "senior specialist" to determine that. If it does require that, where are they? It seems like there is a broken process here that needs to be addressed because this is adding up to a terrible customer service experience.

[GothamNY]

Hi Jeff, apologies for that experience.

Let me escalate this to the community team. Someone will reach out to you; keep in mind, I won't have any further answers after the escalation as it involves your account information, etc. Hope they get this resolved for you.

[JeffReese]

Thank you and I sincerely hope your escalation helps. I am losing confidence that the people who can do anything actually exist. 

[GarrettDS]

Hey there, 

Sorry to hear about the issues that you're having with your Nest Hub Max and the support, I'm sure this is frustrating, but I'm happy to look into this. 

Thank you for providing your case Id as I'm happy to take this and escalate this to the highest level of support to have them reach out to you. 

Please keep in mind that it may take some time for them to reach out to you but I'm sending this over to them today. 

Best regards, 

Garrett DS

[GothamNY]

Thanks @GarrettDS and good luck @JeffReese.

[JeffReese]

Thank you and I sincerely hope your escalation helps. I am losing confidence that the people who can do anything actually exist. 

[GothamNY]

It's certainly not the experience Google wants you to have -- sounds like a dropped ball somewhere, but this should help.

[JeffReese]

Looks like I am not the only person that is having this negative experience. Is there something wrong with these devices on a mass scale? 
https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Hub-stuck-on-grey-g-screen-factory-rese...

[Jake]

Hey all,

Sorry for the late reply. I wanted to follow up and ensure you are good to go. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[JeffReese]

I finally got a reply and they sent a new one out. I sent the old one back and got a delivery confirmation saying it was received, but I got an email telling me I was being charged because I didn't send it back. My card was charged, so I contacted support again and sent them the proof. They sent me a message back saying I would get my refund and I am waiting for that to clear. Absolutely horrible support experience. I am very disappointed.

[DebBailey]

Google replaced mine as well after completing online chat. I have to say that my experience with Google support was very positive. I now have my new next-generation Nest without complication. All I can recommend to everyone with this problem is to go through the Google Chat process and follow the steps from there. Once I was connected to Chat (about half an hour), the rest of the process probably took another half hour including down time to complete requested tasks. Chat support was very positive and helpful.

My Google rep authorized the replacement as soon as she saw I had dropped off my old device with Fed Ex. I had my new device in roughly a week after. 

So sorry that you had the additional complication with the replacement. Hope we all can move on and enjoy our new Nests for a long time to come. 

[JeffReese]

Yeah, I went through chat too. I also called and talked to someone. It wasn't until I came to the forums that anyone actually did anything. I waited for about a month from first contact to get anyone to initiate a return.

[Jake]

Hey JeffReese,

I am glad you were able to obtain the replacement device, and everything is working properly from here. I am sorry to hear about the poor experience, as that is never an ideal time. With the issue being resolved, I am going to lock the thread at this time. If you run into any questions from here, please feel free to create a new post.

Best regards,

Jake

[DebBailey]

I am having the same problem today with my Google Nest Hub (stuck on the “G” screen with none of the “fixes” working). If Google provides a solution, please share. Thank you!