LG Thing WK7 Chromecast Speaker - Centralized issue discussion

[keeya]

Who should we blame here? LG tells us to contact Google, and when we contact Google they say LG hasn't updated the Chromecast version of their product. It's an high end Smart Speaker and it should not become a paperweight. I have two of those, one still work but I made the mistake of reseting the other and now I cannot use it anymore. There are dozens of people facing the same issue. This is not normal, I've contacted EU legislatives services about similar issues in the past and sure will do again to explain this if it doesn't come to a positive resolution. Feel free to share if you have the same speaker.

IF YOU DON'T COMPLAIN, THEY WON'T FIX IT:

GOOGLE:

https://support.google.com/googlenest/

Chromecast -> Contact Us

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LG :
https://www.lg.com/

Customer Service > Contact Us

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UPDATE DECEMBER 2024:

Google and LG have no intention to fix this, if you live in Europe fill a complaint to your local Consummer Center here:

https://commission.europa.eu/live-work-travel-eu/consumer-rights-and-complaints/resolve-your-consume...

Scroll down, select your country and fill a complaint.

The European law protect consumers, we don't have to bend the knee to LG and Google.

[keeya]

and if it's the echo 4 the sound quality will be nowhere comparable (in a bad way it is)

[SterileBacteria]

So my take on this is that the LG WK7 speakers run on the “android things” platform, of which LG would be responsible for pushing updates through this google provided service for their relevant speakers.

Unfortunately google canned android things back in 2022, so LG now is unable to push out updates over the air. We know our speakers haven’t been getting updated in years and this is likely why. 

They’re both shamelessly at fault, though it would seem LG as the manufacturer would be the responsibility party for remedy. I also believe it’s in their gift to give, the entirety of the software I downloaded earlier this year available on their open source website which has now somewhat suspiciously been removed, for them to amend this software for flashing via the micro usb service port shouldn't be beyond a behemoth like LG.

Alternatively google could reintegrate the android things devices into their google home services similar to chrome cast? who knows...

[LG_WK7_FAULTY]

Well going on the above findings if true, then we are all stuffed I'd say. It would seem plausible for LG to update device via the App tho. Then have device to work solely via the App. Then Google home to have it as external device so to speak. Poss then losing the smart side, thus it is just a wireless/bluetooth speaker. I'm airing on the side of things to get Google Nest Audio speaker.

[polytrauma]

Does it have anything to do with the Google vs Sonos lawsuit, that was going on?

[keeya]

What is certain is that JBL who released similar devices at the same time period as the WK7 managed to push updates which LG never did :

https://www.reddit.com/r/JBL/comments/yxqvlj/thank_god_my_jbl_link_10_finally_got_cast/

Also there is the "LG soundbar" app that you can download on your phone which have an update feature if LG really wanted to bother at all.

[YNOS]

The LG Soundbar app recognizes the WK7 device and it would be possible to update but it indicates that there is no firmware update.

[Neodoom]

Yes mine had to be reset last night now its a brick thanks lg and Google 

[YNOS]

This looks like a cemetery for the affected. This situation is very sad.

[keeya]

I updated my first post with instructions for people how to complain

[Zane100]

Same issue, google please undo whatever you did that bricked the wk7 

[mking123]

I've got the same issue. Very annoying 

[DahLucky]

Same here after a power cut. Still in the home app and my audio group but not working anymore. 

[levisn1]

Guys after leaving a comment here. Open LG website from your country, and open send them an email to complain. It's simple, takes 5m. This is the only way and is vital.

[Amnesya2000]

done, they replied that Google does not release updates and that I can use the wk7 as a speaker

[keeya]

execpt it doesn't even work anymore as a speaker

[polytrauma]

Is the bluetooth no longer working for you? That should still be possible by going through the setup, cancel it, look at the device now shown in google home and start bluetooth connection in the audio settings.

[levisn1]

Yes the Bluetooth Is gone as well, which means can't be found on the Home app at all. If Bluetooth was still working there is a work around people shared to use it at least as a Bluetooth speaker without having to open the speaker. Look for it.

[FB3]

Personally I would accept a compromise and use it solely as a Bluetooth speaker, but my WK7 is totally incommunicado…. can’t set it up  as nothing recognises it?!?

[polytrauma]

Well, mine gets found with no problem in google home app, when I reset it and I have my phone on WiFi and bluetooth enabled. Adding a new device will then present me with the WK7. It's just that the installation fails at the end, but I can see it as a device after that.

Have you also tried the google device utility app?

[FB3]

Thank you polytrauma, I’ll give the Google utility app a try if I can locate it. I’ve never purchased a product that’s failed in this manner, it should be illegal?!?

ironically I’ve just purchased a new Chromebook only to discover that Google is moving under pressure from the Chromeos system to full android. Hope my Chromebook does fail at some point?

[FB3]

Meant to say” Hope my Chromebook does not fail at some point”….. big difference me thinks ?!?

[levisn1]

Yes. With an old android, still couldn't be seen by the app

[DahLucky]

I got a reply from LG belwo:

Thank you for reaching out. I understand your concern regarding the LG XBOOM AI ThinQ Speaker and the recent issues you've been experiencing with Google Home connectivity.

Please be inform that, LG and Google are no longer connected, which is likely the reason for the difficulties you're encountering with your unit.

While I recognize that the XBOOM AI ThinQ Speaker is a discontinued product, it’s important to us that you continue to have a positive experience with our devices.

I would be eager to raise your feedback as a point of concern to our Head Office through our internal process called VOC (Voice of Customer). This allows us to submit feedback regarding any issues with our products or services. Please note that while you may not receive a direct response, all feedback is carefully assessed and is invaluable for improving the overall customer experience.

If you would like me to proceed with raising this feedback, please let me know, and I’ll be happy to assist further.

I hope this information helps. If you have further questions or concerns, please feel free to send us back an email by clicking the Reply or Additional Questions button at the end of this email.

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[keeya]

"LG and Google are no longer connected"

worst than west and est germany during cold war **bleep** 🙄

[FB3]

Couldn’t upload a photo showing proof that retailers are still selling the LG WK7 speaker on EBay UK….. these are either useless or they’re about to be. …you couldn’t make it up?!?!

[keeya]

How can we have someone at LG or Google in the top management to acknowledge the issue, that's crazy

[FB3]

Yes …please feed back our dissatisfaction and frustration with LG. I have a unit that suddenly failed to operate. Ironically I googled the problem and found this forum and as usual the issue is wholesale and international.

[LG_WK7_FAULTY]

It would be interesting to know how many they have sold world wide, and then calculate the money wasted along with the amount of E Waste it has created which could all be avoided by a simple software update. I wonder if Watchdog would be interested this (a UK consumer TV programme).

[keeya]

Idk if we are enough but I'd pay a small amount for a class action, just to show them FFS ..........

[ttgjamie]

I’d just bought one of these second hand, without realising the problem with them… well there’s £30 I won’t get back..

[smania]

lg support response, 10/12/2024

grazie per aver contattato il Servizio Clienti LG Italia.

In merito alla sua richiesta le segnalo che LG Smart Speaker "WK7" possiede la compatibilità per il riconoscimento vocale con la Chromecast integrata di prima generazione.

Se si prova a installare di nuovo il modello WK7 Android Things dall'app Google Home in seguito a un reset di fabbrica o alla sostituzione del router, il processo darà errore con schermata "Si è verificato un problema".

Google ha interrotto la disponibilità del servizio Android Things, pertanto non sono più disponibili miglioramenti e supporto alla risoluzione dei problemi per il modello WK7 Android Things e qui il documento Google sulle versioni delle Chromecast:


Purtroppo Google ha annunciato che il supporto per Chromecast (1ª gen.) è terminato, pertanto non riceve più aggiornamenti software o della sicurezza e Google non fornisce assistenza tecnica. Un eventuale aggiornamento software non potrebbe modificare il modulo hardware interno e quindi tale funzionalità non è più attiva.

Mentre è possibile configurare il "WK7" come speaker bluetooth:

- Seleziona No → Seleziona Lascia Setup → Seleziona il dispositivo → Seleziona Impostazioni → Seleziona Audio → Seleziona Dispositivi Bluetooth associati → Seleziona Abilita modalità di associazione

- Seleziona il dispositivo nelle impostazioni Bluetooth del telefono → la connessione Bluetooth verrà instaurata tra WK7 e smartphone

[keeya]

That's it, I had enough, I've chatted with someone from Google too, they have no intention to fix it.

I'm going to fill a complaint to my local ECC (European Consumer Centres Network) if you live in Europe, choose your country in the list and fill a complaint:

https://commission.europa.eu/live-work-travel-eu/consumer-rights-and-complaints/resolve-your-consume...

I'll also update the first post of this topic.

[smania]

email sent to ECC! 🤞

[polytrauma]

I filed a complaint to the german consumer center.

https://www.verbraucherzentrale.de/beschwerde

[vanhoteen]

I’m from Spain, and I’m facing the same issue. When I complete the setup process, the speaker shows an authentication error and stops working.

I encourage all European citizens to follow the link provided at the beginning and file a formal complaint against Google and LG. If we don’t organize and take action together, we’ll end up with an expensive paperweight at home. We cannot allow this to happen.

We are constantly urged to be responsible and eco-friendly, yet we’re dealing with practices that promote planned obsolescence, forcing us to buy unnecessary new products. This could violate EU Directive 2005/29/EC on Unfair Commercial Practices, which protects consumers from such abuse.

To make matters worse, Google support has suggested I buy one of their own speakers, which only highlights the unfairness of this situation. We must not let these companies manipulate us into consuming more.

Let’s stand together to defend our rights as consumers and protect the environment.

[vanhoteen]

I’m from Spain, and I’m facing the same issue. When I complete the setup process, the speaker shows an authentication error and stops working.

I encourage all European citizens to follow the link provided at the beginning and file a formal complaint against Google and LG. If we don’t organize and take action together, we’ll end up with an expensive paperweight at home. We cannot allow this to happen.

We are constantly urged to be responsible and eco-friendly, yet we’re dealing with practices that promote planned obsolescence, forcing us to buy unnecessary new products. This could violate EU Directive 2005/29/EC on Unfair Commercial Practices, which protects consumers from such abuse.

To make matters worse, Google support has suggested I buy one of their own speakers, which only highlights the unfairness of this situation. We must not let these companies manipulate us into consuming more.

Let’s stand together to defend our rights as consumers and protect the environment

[keeya]

For people in the US (or not anyway) you can also send LG a DM on X, they did reply to me, they need to realize how big of an issue this is :

https://x.com/LGUS

[YNOS]

In the end I give up. After leaving my complaint to Google and leaving my negative comment on the Play Store, I also contacted LG and they called me by phone to tell me that they couldn't do anything because it's a Google software issue. I have bought 2 Echo 4th generation, 1 Echo 5th generation and 1 Echo Spot and I am super happy, the truth is that Alexa is a thousand times better than Google Assistant. Try it.

Greetings and good luck.

[keeya]

LG US on X (link above) really wanted to help but unfortunately couldn't since I'm not in the US, if you are in the US, you might want to contact them, they really wanted to escalate this issue.

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We recognize your perspective and the reasons behind your request for escalation. Please be aware that this escalation still requires approval, and your case will be managed directly by our top management, specifically the presidential liaison team. They will contact you directly after the escalation, typically within 24-48 hours, with the process expected to take 5-7 business days. Would you like to move forward with this?

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