Screen burn in Nest Hub.

[Giljo72]

18 month old  Nest Hub Smart Display with Google Assistant and the screen has burn in and "ghosting" effect.  Did anyone get resolution to this?  No way an 18 MTH product which is intended for "always on" and screen saver features should die this quickly.

[Ashepherdson]

Definitely concerning , hopefully it is not actually screen burn and just a software glitch.  I would suggest factory resetting, if this doesn't work, then this will need to be escalated !

[Giljo72]

Hello, I have a case number for 3 weeks now and have not received an update, how can I get in contact with support?

[Ashepherdson]

You can contact support directly at https://support.google.com/googlenest/?hl=en-GB#topic=7029097 , I imagine there may be supply chain issues due to the semiconductor shortage..but that's just a guess 

[frances]

Hi All,

First, thank you Ashepherdson for your help!

Hello Giljo72,

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

You can use the link Ashepherdson provided you in the comments. If you scroll to the bottom, it will take you to this contact us form, which will give you the option to communicate with the support team via live chat or email. Then, you can give them your Case ID and ask for an update regarding your case. 

[GarrettDS]

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
 

[frances]

Hi All,

We haven't heard any updates from you. I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

[Giljo72]

Definitely not a reboot fix. We left it off all night and it still has issues.  Seems there are a ton of posts on this topic and this is not unique not software fix   Would like an escalation if this is the right place.  Always on devices should not be an annual replacement product.  Appreciate the help.

[Ashepherdson]

Sorry just to clarify, you said you turned it off and left it off all night, but did you try a factory reset?  I agree there are some other posts with similar issues, and of course this can be escalated, but the first thing they will ask is if you have factory reset it, can you do that now just to be 100% sure it's not a software glitch , it takes only a couple of minutes , and let me know? 

[Giljo72]

Factory reset, issues remain.  Took photos of the screen burn in.  All through setup the text "get the app" shined through the screen saver photos.

[Ashepherdson]

Thank you, can you upload the photo of the screen, I will escalate this now.

[Giljo72]

 image attached

[Giljo72]

 pic 2

[Giljo72]

Hello again, not sure how an escalation works.  Is there a ticket, reference number?  What are the next steps.

[frances]

Hi All,

First, thank you Ashepherdson for escalating and answering this thread!

Hello Giljo72, thanks for reaching out.  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: 5-0384000031988.

[Giljo72]

Thanks!

[frances]

Hi Giljo72,

My pleasure! I just wanted to check in, do you have any other questions or concerns in the meantime? If not, I will lock this thread. 

Just a heads up, if you have any questions regarding this issue, please feel free to contact the support team with the Case ID I have provided. I appreciate your patience at this time! 

[Giljo72]

Hi, while escalated and a case # has been assigned there is still no activity or resolution to the problem 

[frances]

Hello @Giljo72

Thanks for reaching out. 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 this feedback. Please know that someone will follow up with you soon and I'll share more details as they become available. 

[Giljo72]

Is this ever going to be resolved?  When Will someone contact me?  What is wrong with Google / nest support having to wait weeks for a response?

[Giljo72]

Where can I track the case numer, is there a link?  How does escalation work?

[Giljo72]

Hello, I was told on Friday that I would have someone from escalations contact me in 24-48 hrs.  I am yet to hear anything, receive any email, nor can I see case progression/status all though there is a case number .  What's next Nest?