Chromecast factory reset doesn't work

[makk509]

Google Chromecast with TV got stuck looking for updates so I tried to factory reset the device but had no joy. 

I tried the reset option from the on-screen menu and I also tried holding the device button down until it said was starting a factory reset. Each time I get the same result. The screen says starting factory reset, then it says erasing then it says error and then boots to the normal accounts screen. 

I've tried powering off the Chromecast, the router and the TV several times but without joy. 

Any ideas?

[Kimy]

Hi makk509,

Thanks for posting and for being a step ahead of us. We’re sorry for the trouble, and this is not the experience that we wanted you to have. Since you’ve already tried all the necessary steps, you can check if your device is still covered by warranty here: Warranty Checker. If it’s still covered, then you can reach out to our support team, who can discuss the replacement process with you here: Contact Us. You may choose the option of a live chat or a callback from a live representative. We can also send you a form if you prefer communication via email.

Let us know. We look forward to your response.

Thanks,

Kimy

[nfuller]

Stop wasting our time with this rubbish there is no interest in dealing with issues hence why this site is swamped about issues with this product 

[Kimy]

Hi nfuller,

Thanks for joining this thread. I replied to your original post with similar content that I shared here. If the suggested troubleshooting steps didn’t work or were previously done but the issue still persists, chances are there’s a hardware issue that leads to warranty replacement. I shared the options to reach out to the support team. If you have already contacted them, you can share the case ID here so we can check the interaction with the support team. We here in the community answer questions and suggest troubleshooting steps that can help fix issues. But beyond that, we also seek help from the support team, especially if the issue ends up being replaced.

Let us know the case ID if you had trouble with your interaction with them so we can have their senior team review what happened.

Sincerely,

Kimy

[makk509]

Thanks Kimy,

I eventually managed to contact the correct team and they have arranged an RMA for me. 

[Alex_S]

Hello makk509,

We’re glad to hear that this has been sorted out. Thanks for letting us know. Let me know if I can help you with anything else.

Regards,
Alex

[nfuller]

I have tried getting sane issue sorted fir months in short they don’t care they never seem to have history of calls raising issues I called 4 times in one day yet they could t find the call logs like they could t with the call I made a few weeks before. My case is still being looked into so they say been told they are not aware of issue and basically they dint care I’m not going to let them get away with it as one month over the year I want replacement and their over paid heads of uk departments to investigate this appalling service and attitude they have