topic Re: Is this community really the only way to get support? in Streaming

Is this community really the only way to get support?

zipfhaus — Wed, 15 Mar 2023 11:35:16 GMT

As a new Chromecast owner, I was surprised when I encountered issues this was the support route I was sent. Admittedly I'm a little frustrated. Up until now I have been a solid Roku user, but their dispute with Disney+ over their new ad-supported option got me looking around. The Chromecast with Google TV seemed promising, particularly with the new UI being released. But when I had trouble getting it to stick, it doesn't seem like there's any avenue to report the bug or issue to Google for support. Instead I'm just posting it to this forum.

Is this really all the support that Google provides? If so, I think I'll just pay Disney+ the extra $$$ and stick with Roku.

Re: Is this community really the only way to get support?

patrice58 — Wed, 15 Mar 2023 12:57:30 GMT

Hi and welcome to the Google Nest Community. 👋

It is one of the ways you can access support, another way is the excellent help center articles which you can see by going to the link below.

https://support.google.com/chromecast/chromecast#topic=3058948

Thanks for your question.

Re: Is this community really the only way to get support?

johnbyd — Wed, 15 Mar 2023 15:19:00 GMT

Google provide you support Via web at the link Patrice58 posted and via phone and chat, customer care numbers depends in which nation are you.

Re: Is this community really the only way to get support?

zipfhaus — Thu, 16 Mar 2023 01:42:55 GMT

Thank you both for the warm welcome. In terms of the support article listed above, I'm familiar with it as that is the page that ultimately landed me on the support forum; whenever I try to describe and categorize my issue, it sends me to the community to look for answers. And so far I have found none. That said, the issue I'm having really seems like a bug that Google is experiencing with their recent UI update and there doesn't seem to be a way to report it, much less have a support ticket opened to have resolved.

Re: Is this community really the only way to get support?

johnbyd — Thu, 16 Mar 2023 06:29:51 GMT

In which country do you bought and use Google Services?

Model of device and issue, I will be happy to help you here and tell you the way to contact Google support if you tell me your country:)

Re: Is this community really the only way to get support?

zipfhaus — Thu, 16 Mar 2023 11:33:49 GMT

Yes, gladly! I'm in the United States

Re: Is this community really the only way to get support?

zipfhaus — Thu, 16 Mar 2023 19:18:49 GMT

Oh, and forgot to include the issue... First posted to the community about it here...

https://www.googlenestcommunity.com/t5/Chromecast/New-Interface-updated-then-reverted-back/td-p/377532

Re: Is this community really the only way to get support?

johnbyd — Fri, 17 Mar 2023 15:12:58 GMT

Google Support Chromecast line is 1-844-400-2278 😊

Re: Is this community really the only way to get support?

zipfhaus — Sat, 18 Mar 2023 12:11:20 GMT

The number above is no longer active, the message says to check out support online... which ultimately brings me here. At this point I'm conceding this community is the only way to seek support on issues not found in support articles. Given this is my first Google device, this is kinda surprising and a little disappointing.

Re: Is this community really the only way to get support?

Jeran — Wed, 22 Mar 2023 20:56:55 GMT

Thank you for helping out on this thread, patrice58 and johnbyd!

Hey there zipfhaus,

When I click on patrice58's link, when I scroll down and click on "Contact us", it brings me to a form. When I get past the first two prompts, it gives me the option to speak with support via phone call or email. Do you not see these options available to you?

Best regards,
Jeran

Re: Is this community really the only way to get support?

zipfhaus — Thu, 23 Mar 2023 12:19:44 GMT

Here is what I see when I go through these steps...

At the bottom of the form, I click "Contact Us"
On the next page, I describe my issue as "Chromecast for Google TV Update Issue"
The resulting resources gives me several articles as well as "Contact us - Chromecast Help"
On the next page, I select "I have a technical or troubleshooting question" which asks me to tell me more
Of the options presented, I select "General: I have another issue not listed above" because it really doesn't fall into the other categories
Of the next set of option, the best two options (question that doesn't fall into the above categories OR how will my Chromecast device get updates) both refer me to the forum.

Again, I recognize this is just the level of support I am going to get. For what it's worth, I finally figured out the issue on my own, in which I discovered I could clean app data and cache within the system apps. A combination of these did the trick. I shared that with the other person that had commented on the post and worked for them as well. I guess I am now Google Support.

Re: Is this community really the only way to get support?

Juni — Fri, 24 Mar 2023 00:14:59 GMT

Hi there,

I’m glad it is resolved now. I’ll keep this thread open for one more day. If you need further help, let me know.

Appreciate the help here, Jeran, johnbyd and patrice58.

Cheers,

Juni