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New Member
Posts: 1
Registered: ‎12-18-2016

Google Home is not responding on command "OK, Google" -> exported to europe

[ Edited ]


First of all i am really happy that Google Home is working from Poland, even if it is only in English (I am home automation freak ) Smiley Happy It is really good product and i would be very happy to have it fully working.

My wife did a Christmas surprise for me and she bought Gogole Home and Nest Smoke Sensor via polish company which is doing imports from USA and she paid a lot for shipment. It was about 150 USD for Google Home only including all taxes and shipment Smiley Sad Nest smoke detector is working fine and it is also really good Smiley Happy

I have version 10/2016 which has a bug unfortunately with initial command "OK, Google". It was working for two days and right now it is working only occasionally when there is completely silence, but if it is playing music it is not responding.

I have tried
- checking mic if it is not mute
- factory reset 15 seconds with mic mute button at the back
- blowing to mic holes
- yelling initial command
- even playing "OK Google" with native English from your commercial from youtube

It is still working when i will tap it at the top, but not recognizing my voice like it was at the first day when product came to me.

My product details are:
MFG: 10/2016 US
SN: {removed per forum guidelines} M: HOME

Let me know what we can do to fix that issue.

My address is:
Postal code and City: {removed per forum guidelines}
Country: Poland
mail: {removed per forum guidelines}



I hope you have support on the world level like Amazon, becsaue from there i could exchange even when i have exported item to Europe.


Thanks for any help in advance.



Kind regards,
Marcin {removed per forum guidelines}


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Registered: ‎01-21-2014

Re: Google Home is not responding on command "OK, Google" -> exported to europe

Hey there, Marcin,


I'm so sorry to hear your new Google Home isn't working as it once used to, particularly as it sounds like this was a gift from your wife. Unfortunately though, we cannot accept international returns via mail, as products sold in Best Buy stores and on are intended for use in the United States. That said, you may ship it to a friend or family within the states (along with the receipt) if within its Return & Exchange Promise to facilitate the return or exchange on your behalf though.


Otherwise, I would suggest reaching out to Google directly with on their own forum platform (click here). They might have some more troubleshooting steps or service options available for you.


I hope this helps,

Alexandra|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎08-08-2017

Re: Google Home is not responding on command "OK, Google" -> exported to europe

[ Edited ]

Can you confirm that your display language and location of the device is set up to English US?


If it is, I'd recommend that you contact Google home support team by clicking contact us at the top right of the help center or try this (removed per forum guidelines)