topic Re: Horrible Customer Support and Product Support Experience in Home Automation

Horrible Customer Support and Product Support Experience

User9081 — Thu, 07 Mar 2024 01:31:44 GMT

Google devices are not durable. I owned a Pixel Phone and Chromecast.

I bought a Pixel device at a friend's recommendation. Worst phone I ever had. They sent me a replacement and to my surprise, it was a refurbished device. Regardless, the device still gave me issues. I returned it and asked for a refund and it was just the beginning of a roller coaster ride. It took me so many calls and chats to get my refund.

The Chromecast device I had stopped working after 4-5 months. Lots of troubleshooting and going back and forth with the product support team, however, no resolution. I tossed the device as I was renting and currently, I am traveling. I requested a refund as I did not want a replacement. However, customer support made me wait for a month, and no one got back to me until I chatted in to hear that the issue was not escalated or handled by the previous associate. There was no resolution at this point either.

I am not sure if this is the right place to leave a review but I am sure it will help a lot of readers. Please do not buy Google devices.

Re: Horrible Customer Support and Product Support Experience

Juni — Sat, 09 Mar 2024 18:42:11 GMT

Hi User9081,

Thanks for reaching out. I apologize for the inconvenience you're experiencing. We'll work together to identify the cause of the problem and find a solution. Could you provide us with the case number from our support team so we can look into this for you?

I look forward to your response.

Regards,

Juni

Re: Horrible Customer Support and Product Support Experience

peterjmahan — Sat, 09 Mar 2024 18:47:38 GMT

Juni, you just answered a question I had posted about displays not showing hourly temperatures. That conversation is locked for some reason. You wanted me to find the cast firmware. It is 3.72.396338. This was the only way I knew to get you that information. Thank you for any further help you can provide.

Re: Horrible Customer Support and Product Support Experience

User9081 — Sat, 09 Mar 2024 18:53:21 GMT

The case number is 18171000035511

Re: Horrible Customer Support and Product Support Experience

Juni — Tue, 12 Mar 2024 14:00:22 GMT

Hi there,

Thanks for the details you’ve shared. Upon checking it appears that refund is not possible anymore. We can only offer a refund within 15 days of delivery. Are you still experiencing issues with your Chromecast device?

Keep me posted.

Best,

Juni