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Chromecast Remote killing new batteries in 24 hrs!

Altoncg86
Community Member

I just ordered and received my new 4k CC w/ Google TV.  I attached it to my TV, popped the included batteries in the remote, and used it for 5 hours. 

 

Upon waking up the next day, the remote would not work. I figured the included batteries were cheap so I popped in a new pair by Energizer. 

 

The following day, the same thing happened...remote was not working. 

 

I repeated this for two more days and here I am current day on my 4th pair of brand new batteries being drained due to the faulty remote. I saw multiple others have posted about this issue on communities in Reddit and Nest. 

 

How is Google selling faulty equipment and not prioritizing a fix? 

5 REPLIES 5

RXShorty
Gold Product Expert
Gold Product Expert

Hi @Altoncg86 

Sounds like a faulty device as the remote over here is still on it's original batteries after months.
Did you reach out to Google Nest Support already? 😊

I haven't yet but I will today. 

Altoncg86
Community Member

Wow, I just had THE worst experience with Google Support.  What a disaster!

I called them this evening.  They requested I send pics of the voice remote with the serial number, and also a video of me taking the batteries out, and putting them back in.  Sent all of that in as requested. I also showed them that my TV remote can control basic functions on the Chromecast. 

I was then told to factory reset the Chromecast.  I informed the rep that if I factory reset it, I won't be able to set it up again since the voice remote was not working.  He told me I could set it up with the Google Home App instead.  Come to find out, he was wrong, and now my Chromecast is factory reset and I can't use it at all, not even with my TV remote. 

 

Thinking about just returning it and buying an Nvidia Shield TV. 

Jeran
Community Specialist
Community Specialist

Hey there Altoncg86,

I'm really sorry you've had such a bad experience! I'd be happy to help you figure this out. You are able to set up the Chromecast with Google TV using the Google Home app for now, then you can use the Virtual Remote instead in the meantime. However, you may want to talk with Chromecast Support again to look into getting that faulty remote replaced. If you would like, we can have Chromecast Support reach out to you via email to help you out.

 

Let me know if you have any other questions or concerns, I'd be happy to address them.

Thank you,
Jeran

Altoncg86
Community Member

Hi Jeran,

 

Thanks so much for your offer to help.  The representative I chatted with is still waiting or their manager to approve sending me a new remote.  I am almost tempted t just return it for a refund due to the issue + terrible customer support I received from nest support.  How long does it take to authorize a replacement remote?! Geez...

 

In the meantime, are you able to help me figure out how to use my Google Home app as a remote to set up my factory reset Chromecast?  The representative suggested I hold the rest button down on the Chromecast until it resets itself.  He then told me to look for the Chromecast in my list of wifi, but it was not showing up.  It also wasn't showing up in the list of the new device in the Google Home app on my Pixel 6 Pro.  It's worth noting that I am using the new Beta version of the google home app.