Apple software update attempt bricked 1st gen HomePod with no resolution from Apple support aside from replacement for more than the cost of a new 2nd gen HomePod
I've owned a first generation HomePod since 2020. It is out of warranty and after updating to iOS 17.0 or 17.1, it began having issues where Siri would not play music on command. It would return with "I'm having trouble connecting to Apple music" or something close to that. When I looked at a software update description on my phone for, I believe, iOS 17.1.1, it claimed that it would fix this issue (thought this issue does not appear on the list of changes here). The Home app struggled to install the new update. At times it appeared to begin the download and then would stop. Other times it would say it was up-to-date, but investigating the current software version on the HomePod revealed it was not. Finally, the advice I found was to reset the HomePod by unplugging for 10 seconds, plugging back in, waiting 10 seconds and then touching the top and holding until a red swirl appeared and Siri would announce that the HomePod would be reset. But the announcement never came and now all it does is a spinning red swirl.
After literal hours on multiple calls with Apple support with a very nice support person, submitting multiple videos of the issue, which he passed on to engineering, and a couple weeks of lapsed time to accommodate their engineers' schedules and my support person's vacation time (which was not an issue for me, but just wanted to give a sense of why it took so long), they claimed it was a hardware issue. The only resolution offered was repair, which according to my support person, meant full replacement, since they wouldn't be spending the time to actually repair my hardware (they apparently keep the parts for hardware for up to 5 years after it is last sold), and would be building a brand new 1st gen HomePod as a solution for me. I was very unhappy with this solution as I would never have updated an almost fully functional HomePod if I would have known Apple's faulty software was going to brick it. But I inquired about the "repair" cost, and was told it would cost $330 for a replacement 1st gen HomePod. A brand new 2nd gen HomePod costs $299.
It must feel pretty awful to be the support person who has to suggest this type of resolution. My support person was very kind and patient and I let him know I was upset with Apple's policy in this situation and not with him. I've seen other forum posts, both here and around other forums of other people with this issue, and I believe if this were a bit more widespread, Apple would be enjoying another class action lawsuit. It's totally unacceptable that their software bricks a $300 piece of hardware and the customer is left holding the bag.
As far as I can tell, this is not a fixable issue even for the people who are doing the work that Apple won't, like Nic, who I found just googling "HomePod repair".
I'm posting here, not because I have a particular question, because I have exhausted any avenue Apple has to offer, but for people to commiserate and to let Apple know this isn't okay. Also because when I mentioned seeing lots of people with similar issues to my support person, he asked what search terms I used, and then he claimed not to be seeing people with similar issues and when he did they were older versions of the OS.
If anyone has had success in fixing this issue, I would love hear about it. But I won't hold my breath.
