(Follow up) Chromecast Remote is Dead and so is Google Support

[amitchak06]

After raising a successful RMA request, following the community thread below.

https://www.googlenestcommunity.com/t5/Chromecast/Chromecast-Remote-is-dead/m-p/411917#M41691

I  wanted to give a quick update to the community about my frustrations and dealing with the Google Support team.

After two months today, I am in a situation where I do not have any viable leads or information about the replacement for the remote. The excuse I have heard so far is, "Oh, we do not authorise an RMA to New Zealand-bought products as Google Nest products are not officially sold. We can ship it to you in the UK (I don't know how somebody who doesn't live in UK should react?)

I was suggested that the matter should have been investigated thoroughly before proposing an RMA and facilitating a pick-up from New Zealand. I was also promised a reply as the matter was "escalated".

Anybody reading this from New Zealand or any other country where Google products are not officially sold should reconsider purchasing a product off the shelf from a retail store. 

the case number is 8-1484000034547

[Juni]

Hi amitchak06,

Thanks for reaching out and for the details you shared. We will check this with our support team and get back to you once we have news to share. 

Regards,

Juni

[Kimy]

Hi folks,

Thanks for helping out, @Juni.

We checked with the Chromecast support team, @amitchak06. It seems that you guys have already worked on a replacement. Coordinate with them about this. Let us know if you still have questions.

Thanks,

Kimy

[amitchak06]

Hi Kimy,

I am still waiting on the details to be provided by the support team. I have asked for more details, but no luck.

Can you guys check internally and share some details, authorised replacement details or shipment details?

Thanks,

Amit

[Kimy]

Hello amitchak06,

I’m sorry, but we have no access to that. We only coordinate with the support team to relay the information here. And no personal information can be posted here since this is available to the public. That is also the reason why we refer the people here to our support team if it requires intervention from the support team. They will communicate with you via email. The last email interaction was on July 29, 2023. Give it time since this also requires the participation of different departments (Logistics, Warehouse team, Courier partners, etc.). It takes days for the process and delivery. I hope I answered your question. Feel free to ask if you still have questions.

Cheers,

Kimy

[amitchak06]

Thanks, Kimy,

Please do not lock this thread till it is resolved.

I have been waiting for far too long now.

Amit

[Kimy]

Hi Amit,

Understood! We’ll keep this thread open for now. We’ll check on you soon.

Regards,

Kimy

[Kimy]

Hi there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

Regards,
Kimy

[amitchak06]

Hi Kimy,

I am happy to report that the replacement device has arrived, and I have configured it.

Although it took a long time to resolve, we got there eventually.

Thanks for your support during the process.

Amit

[Kimy]

Hi amitchak06,

Awesome! I’m glad that this has been sorted out. Feel free to create a new thread if you have questions or concerns in the future.

Cheers,

Kimy