No audio or display on my Google nest hub Max

[Bigtosh]

My Google nest hub Max has been playing perfectly for just over two years and suddenly stops playing leaving me with a blank screen and no audio and after phoning Google helpline all they could recommend was purchasing a new one as it did not qualify for a replacement as it was out of warranty. Is there any place in the UK that does repairs on this apparatus as I have enquired for the last two or three days and there seems to be no places in the UK that repairs them. Surely these smart display screens and audio devices should last more than a couple of years, and as it seems there is no repair facilities for Google in the UK. And just wondering has anyone pursued here in the UK , the faulty goods act that England and Wales have a six-year guarantee and Scotland has a five-year guarantee of manufacturers faulty goods as it seems Google customers have thousands of these?

[Azarco]

Hey Bigtosh,

Sorry for the trouble this has caused you, let me help you out.

When did it start happening? Can you still see any light on your Google Nest Hub Max when you plug it in? Also, if you can provide us the case ID when you contact our support team that would help us review your interaction.

Looking forward for your response.

Thanks,

Alex

[Bigtosh]

This is my I.D. NO. FROM GOOGLE  23331000032468

There is no lights  or sound, it is plugged  into an extension  cable with 4 plugs . My son has the same unit as mine ,so I asked him to bring the hub max to eliminate  the cable and his unit worked no problem, so swapped  the cable for the unit and both cables work fine. It's funny that audio-visual would go at once. So any help  would  be appreciated.  Thanks John

[Azarco]

Hey Bigtosh,

Thanks for the update.

Have you tried resetting your Nest Hub Max? If so, could you please try the steps below:

1. Place the device in Recovery Mode (unplug the device then hold down (long press) the volume up and volume down buttons while you plug the device back in. Release the volume button once the device turns back on.)
2. Attempt a factory reset once the device boots into Recovery Mode (hold down (long press) both volume up and volume down buttons at the same time.)

Let us know how it goes.

Best,

Alex

[Bigtosh]

Hi Alex, thanks for your quick reply. I have tried what you said to no avail.
Build the power cord out of the unit, held down the volume button (up and down at once) replaced  power cord held volume button for 1 minute but alas nothing happened. Hopefully you have some more ideas for me to try, would be most grateful
thanks John

[Bigtosh]

BUILD SHOULD READ PULLED

[Azarco]

Hey Bigtosh,

Thanks for doing those steps, we appreciate your efforts. We'd like to take a deeper look into this — could you fill out this form and let me know once you're done?

Thanks,

Alex

[Bigtosh]

F

Filled out the form as requested and submitted.

I received an email saying that the form did not go as incorrect email address?. John

[Muddi]

Hey Bigtosh,

We appreciate the update. We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.

Cheers,

Muddi