Hello,
I have a Chromecast which is under warranty. It had been working fine until I got a new router, then it just stopped working. Every other device in my house connected with it fine, but the Chromecast won't. I tried troubleshooting twice to no avail, but at the cost of hours of my time. I then got told that there was nothing else they could do so to just submit feedback for Google and that's that.
Since my device is still under warranty, I called up to get sent a replacement. That arrived, but the replacement they sent me also doesn't connect to the internet. It is clearly an issue with the model of Chromecast not being up to date enough for the new routers which automatically switch between 2.4 / 5ghz. However, the agent over the phone told me Google could only keep sending me the same model. They wouldn't send a newer model. Pointless.
The agent then told me that Google would not offer a refund, even though they couldn't fix my problem with my product that didn't work anymore and was under warranty. Instead, they told me to go to Argos to ask them for a refund. The agent told me it is their responsibility because they bought the Chromecast from Google and sold it to me, so they should be the ones refunding me.
Failing all of this, the agent told me to buy a new one. That's it. Just buy a new one.
When I asked about the complaints procedure, the agent told me I could speak to a superstar at the call centre who would call me back in 24 hours, however there is no formal complaints procedure, no complaints email address, and no complaints team. Instead, all I could do is send feedback on the Google home app to help improve Google.
Needless to say, I'm pretty stressed and very disappointed. And to be honest, I'm done with Google. The agent told me to just buy a new one, which is what I'll do. I'll buy an Amazon Firestick instead. And I'll replace my Google Nest with an Amazon Alexa.
