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White screen

Gaztopian
Community Member

Today, my Google home hub max went off completely. Tried popping power cord in and out, but the screen flashes white intermittently.  Tried reset by pressing volume button, but then it just goes to a constant white screen.  No way of connecting to WiFi as you can probably imagine. 

Is this the end of my Max ? 

12 REPLIES 12

Muddi
Community Specialist
Community Specialist

Hey Gaztopian,

 

Thanks for sharing details about the issue here. My apologies for the late response.

 

I understand the feeling of not having a working device when needed. A few questions: when and where did you purchase your Google Nest Hub Max? Where are you located? Also, do you hear a sound when you restart the device?

 

Looking forward to your response.

 

Cheers,

Muddi

Muddi
Community Specialist
Community Specialist

Hey Gaztopian,

 

How's it going with your Nest Hub Max?

 

Cheers,

Muddi

Gaztopian
Community Member

Well, Google support team told me they tried very much to convince those who had sway, to replace my device, but to no avail.  It's stuck on a white screen and with no way of resetting it to factory default. There's no button by the power inlet to reset. Suffice to say, I don't think I'll invest that money again for it to just stop working in less than 3 years. Seems pretty pointless from my perspective.  Very disappointed, I've run out of options 

Gaztopian
Community Member

Purchased through Argos in Leamington spa around November 2019.  No sound when it flashes white, no sound when I press the volume switch , just a constant white screen.  Google support will not replace device due to being out of warranty.  I showed receipt, video of issue, but it didn't sway them.  Expensive waste of money for something to simply stop working through no fault of my own

Muddi
Community Specialist
Community Specialist

Hey Gaztopian,

 

Sorry to hear about that. Could you tell us the case ID so I can check what happen.

 

Cheers,

Muddi

Gaztopian
Community Member

Your Google Support Enquiry: Case ID [6-4437000033009]

I'm grateful for your support but I doubt very much Google support team can or will change their minds. I do understand there needs to be a time limit with regards to warranties, but I never thought my hub max would simply stop working. I would even have accepted a trade-in 

Muddi
Community Specialist
Community Specialist

Hey Gaztopian,

 

I understand. Thanks for sharing the case ID. I'll still check this with the team and get back to you for updates. 

 

Cheers,

Muddi

Muddi
Community Specialist
Community Specialist

Hey Gaztopian,

 

Just an added question. How many Google Nest Hub Max do you have?

 

Cheers,

Muddi

Gaztopian
Community Member

Just the one, I'm afraid. Won't be going for a second one, regardless what they stated about warranty. As I said before, the device should have lasted a bit longer, especially as it was treated with kid gloves. It's still sitting at home. I would have at least paid for it to be fixed if the price was reasonable.  Why did Google not even want to check the device. Surely this helps to avoid potential issues in current and future models

Muddi
Community Specialist
Community Specialist

Hey Gaztopian,

 

Thanks for confirming. I'll forward your case to the team for further review. All updates will be sent to you via email on case ID: 6-4437000033009. Let's continue working on your concern through that channel.

 

Cheers,

Muddi

Gaztopian
Community Member

Thank you, Muddi.

Regardless of outcome, your efforts are very much appreciated.

Muddi
Community Specialist
Community Specialist

Hey Gaztopian,

 

A quick update. Our team is currently reviewing the case. Please check your inbox from time to time as someone will be reaching out to you for updates. I'll go ahead and lock this thread in 24 hours, unless I can help out with anything else.

 

Cheers,

Muddi