Screen so dark can’t set it up

[DET]

New nest hub max screen is so dark I can’t even see to set it up. I did try a factory reset holding both volume buttons and makes no difference. Any solutions for this.  Incredibly disappointing from google on a brand new device. 

[MplsCustomer]

@DET 

You could try contacting Support, using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[DET]

support had me verify my account but then they hung up on me

Very frustrating

[Muddi]

Hello DET,

Sorry to hear about your experience. I know how it feels when you're having issues with your Google Nest Hub Max screen. To help us get a better picture of what's happening, do you mind sharing a photo? Also, please check the current firmware version of your device.

@MplsCustomer: I appreciate your help here.

Looking forward to your response.

Cheers,

Muddi

[DET]

System firmware version: 11.20230306.3.134


Cast firmware: 1.69.362882


[DET]

[Muddi]

Hi DET,

We have received your form. I have noticed that one of our team members is already assisting you via email with case ID: 6-4979000035232. Let's continue working on your concern through that channel.

Cheers,

Muddi

[Muddi]

Hello DET,

Upon checking, your device has been replaced. Please update this thread if you have further concerns about your device, and the Community will be happy to lend a hand.

Cheers,

Muddi

[DET]

I haven’t received any email about this. Is there shipping info?  Do I need to return the original defective hub? 

[Alex_S]

Hi there,
 

My apologies for the delays. I’ll check this with the team and update you soon.

Warmly,
Alex

[Alex_S]

Hey Det,
 

I see that you have already started the replacement process. The Google Store will send you follow-up emails regarding the replacement device. Let us know if there is anything else we can help you with.

Thanks,
Alex

[Muddi]

Hi there,

I wanted to follow up and see if you are still in need of any help. 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.
 

Cheers,

Muddi

[DET]

I am still having issues. 
I tried to respond by email but it did not go through. I would sooner email than post all info on a chat thread 

[Muddi]

Hey DET,

Thanks for getting back to us. We need to gather some additional personal details which shouldn't be shared on the public forum. Please fill out this form with all the needed information then let me know once done.

Let me know once done.

Cheers,

Muddi