Nest Hub stuck at G screen -- waiting for email response

[Atm51450]

Hello,

I opened a case with you January 29.

Case ID [2-6903000033647]

I've had numerous exchanges with your specialist until February 17, and the service/communications I had was great. Especially the first week. GREAT!

Long story short: 

1) My Google Nest gen 1 is stuck at the G logo upon start up. This is sudden. Clearly a software issue.

2) The Google Nest gen 1 is still supported by Google, and will be until at least 10/22/2023. The device is still in support-life period.

3) Factory Reset doesn't work... Stuck at G logo.

4) All other suggestions you made to factory reset doesn't work... Stuck at G logo.

5) You refused a replacement. OK. That's fine. But...

6) ...GOOD NEWS: You told me "the software update was already being released on all Google Nest displays to resolve the issue". But...

7) ...BAD NEWS: How can I receive the software update if the device cannot boot?

That was February 17. 

19 days ago, and 4 emails later, I don't have any response.

So this new request is open for you to please kindly have someone answer my question in case 2-6903000033647, and tell me how to get the needed software update you gave me has the resolution to my problem triggered by your software for a device still supported by Google. 

I've been a longtime Google services and devices user. I have a house with a great number of devices.  For the first time in years, I'm greatly disappointed of the service I am receiving.

Thanks

[Muddi]

Hi Atm51450,

Thanks for sharing details about the issue here. Sorry to hear about your experience. To confirm, do you still have the receipt for your device? If yes, please reply back to the email and attach the copy of the official receipt of your device.

Also, please note that firmware updates are applied automatically on your device as long as it is connected to the internet. 

Looking forward to your response.

Cheers,
Muddi

[Atm51450]

Hello Muddi,

Thanks!

I replied to the email, but... error 500 🙂

« Your message wasn't delivered to # because the address couldn't be found or is unable to receive email. »

[Muddi]

Hi Atm51450,

Please make sure that you are replying on the email with the subject line: Your Google Support Inquiry: Case ID [2-6903000033647].

Cheers,

Muddi

[Atm51450]

Ooh! That's what you meant? Sorry.  👍🏼

Well, all that information has already been provided to the case. All my emails had that in the subject. 👍🏼

- receipt

- pictures of the device, "timestamped" with my name, account, serial number,...

- clip of the issue

- details of troubleshooting steps requested 

- etc. 

Please refer to the case.

Thanks in advance.  Looking forward to getting a response.

[Muddi]

Hi Atm51450,

I'll check the case again and will get back to you fro update.

Cheers,

Muddi

[Muddi]

Hey Atm51450,

Upon checking, our team already processed a replacement for your device. It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else. 

Cheers,

Muddi

[Atm51450]

Hi Muddi

I have finally heard back yesterday. And got the good news today.

Thanks!!

[Muddi]

Hey Atm51450,

Perfect! I'm happy to hear that! Let me know if I can assist with anything else, otherwise; I will be locking this thread after 24 hours.

Cheers,

Muddi