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Chromecast Remote warranty replacement: no way to contact google for replacement

Vdotmatrix
Community Member

None of the solutions or choices above apply…this is not a getting started issue.

when i call google, none of the choices also do not apply.

when i click to replace defective remote i get stuck in the endless aggravating loop to describe the problem.

Contact Google for support . HOW?

PROBLEM: my google chromecast remote for watching netflix, youtube etc, on our samsung smart tv drains batteries in 4 days. We bought two of these sets from bestbuy….the other one works just fine.

Bestbuy referred me to google 1yr warranty…how the heck or who the he k do you contact to file a claim?

this has been very bad finding a solution. Google is soooooo big you cannot reach a live person for help. 

1 Recommended Answer

Vdotmatrix
Community Member

While waiting on the phone with google chat, I had to produce the original box from 6 months ago, the reciept and the remote with the visible serial numbers on both the box and remote.

 

But here is the solution to this nightmare: while twiddling my thumbs I looked closely at the remote. The round ring looked ever so slighly uneven from side-to-side. Upon closer examination, I gently pressed the ring, and the CENTER BUTTON "clicked".

 

It was wedged slightly uner the inside of the outer ring....SO...of course the battery would drain if that button or any other button was depressed.   WALLAH!!!!!  The solution to the SAGA!

View Recommended Answer in original post

20 REPLIES 20

djtetei
Gold Product Expert
Gold Product Expert

Best buy seems to be an authorized Google retailer.

You should get in touch with Best Buy and ask for clarification on warranty replacement. You did buy the device from Best Buy after all.

As for contacting Google support, you can do it via the live messageboard.

Best buy is the first place i went to. They gave me the google mtnview main number in california….they said it shoukd be covered by the product one year warranty. They wanted to know if i bought the extended warranty-but you shoukdnt need that u tik after manuf warranty expires right?  i called reston on east coast time, and it had no options to choose from that applied.

 

 

LIVE MESSAGEBOARD

thanks, how do i access it for this issue?

djtetei
Gold Product Expert
Gold Product Expert

Begin here:

Chromecast Help 

I have been to that link over and over. The same post. I even see my post. None are the solution to contact google about this defective remote, where is the live message board to google…. Thanks for helping

 

The IR solution makes no sense, there is no setup for IRthat I can find on the remote menu. Any ideas? Do you have a chromecast for google tv yourself?

djtetei
Gold Product Expert
Gold Product Expert

In order for infrared to work you have to add your TV brand under Remote & Accessories / Set up remote buttons, then select the TV brand and begin button configuration.

And, by the way, that link works. O know it works because I was in touch with Google support agents.

Screenshot_20211221_184401_com.google.android.gms.jpg

I have had these remotes, (2) of them on the upstairs and the downstairs tvs, since June. They both work. Are you saying one is using IR and the other something else? One drains the batteries in no time. The other doesn't. I will try that link again on something other than my ipad…thanks again will check it out…again.

djtetei
Gold Product Expert
Gold Product Expert

The default communication protocol for Chromecast with Google TV remote is Bluetooth, but if you add a TV brand it can operate on infrared, also.

Furthermore, in case your hardware remote is having problems working, you can also use Google Home application built-in software remote control.

Also, you can use the remote that work on other devices, as long as you add it to the Chromecast whos remote is "faulty".

Just curious, the remote that drains the batteries quickly is it also flashing / pulsing  a white light continuously?

coolio...none of the 2-TVs that I use the chromecast have bluetooth functionality, the 3rd Samsung does....

 

I will have to look at  Home app !

No flashing or white lights-those are coming from the top of my head when I have to replace the batterries.

I was able to FINALLY get out of the loop from H*LL and connect with a Google Chat and they are sending out a replacement remote.

 

I should have known better than to try and do anything on an IPAD because it just doesnt render properly.

One other breakthrough. 

Vdotmatrix
Community Member

While waiting on the phone with google chat, I had to produce the original box from 6 months ago, the reciept and the remote with the visible serial numbers on both the box and remote.

 

But here is the solution to this nightmare: while twiddling my thumbs I looked closely at the remote. The round ring looked ever so slighly uneven from side-to-side. Upon closer examination, I gently pressed the ring, and the CENTER BUTTON "clicked".

 

It was wedged slightly uner the inside of the outer ring....SO...of course the battery would drain if that button or any other button was depressed.   WALLAH!!!!!  The solution to the SAGA!

djtetei
Gold Product Expert
Gold Product Expert

The Chromecast remote uses Bluetooth to control the Chromecast with Google TV dongle. If the TV has HDMI CEC protocol, then via Bluetooth, the Chromecast remote will use its own CEC protocol to control the TV.

So, the TV is not required to have bluetooth.

If however, the TV is not HDMI CEC compatible, the Chromecast remote is able to use infrared, also, to control the TV.

The reason I asked you if the remote is flashing or pulsing was because I suspected a faulty contact....

Anyway, its go to hear it's working now.

Oh! too bad these companies do not take the time to include this kind technical data in the product inserts....very useful. Well, I discovered the reason for battery drain. They are sending me a label to send this in, WAIT for them to get it, then send me the replacement instead of an advance exchange where I pay for it, and get it instead of having to wait for all this back and forth. happpy holidays!

djtetei
Gold Product Expert
Gold Product Expert

Simply use the Google Home application software remote until the hardware remote control arrives.

I tried to quickly set thisnup on my ipad but it was going to be a little more involved.

Jeran
Community Specialist
Community Specialist

Hey there,

Did you have any more questions or need any additional help? If not, I'll go ahead and lock up this thread in 24 hours.

Just checking up,
Jeran
 

Vdotmatrix
Community Member

why does the thread need to be closed?

Jeran
Community Specialist
Community Specialist

Hey there Vdotmatrix,

 

Usually, we lock threads that have a resolution or are inactive. It looks like you were able to find the solution to your issue, I just wanted to double-check if you had any other questions or concerns before I locked the thread. If you would prefer, I can keep the thread open for a while longer.

 

Best regards,

Jeran

Jeran
Community Specialist
Community Specialist

Hey there,

Did you have any more questions or need any additional help?

Thank you,
Jeran
 

Jeran
Community Specialist
Community Specialist

Hey there,

Did you have any more questions or need any additional help? If not, I'll go ahead and lock up this thread in 24 hours.

Just checking up,
Jeran
 

Vdotmatrix
Community Member

Hey thanks…got the replacement from google a few days ago….you can close this discussion out.

I have to say i was lucky that i obtained a reciept, had the original box with the serial number on it .

 

Had i not had all that i wonder if they would have honored the 1 year warranty especially the original box with serial number….  Thanks

Jeran
Community Specialist
Community Specialist

I'm glad to hear that Google was able to get that  replaced! Having that serial number helps for sure, and I'm pretty sure Chromecast devices have the serial number on the back of the device, albeit in small text. I'll go ahead and lock the thread for now. As always, feel free to make a new thread if you have any more questions or concerns.

Thank you for your help, djtetei!

Best regards,
Jeran