Casting to Google TV Streamer/Replacement

[emmzone22]

Is there anyone from Google here? If so, your support is terrible. I was sent a replacement device which is probably refurbished. The replacement device is worse than the original. The original only had casting issues. With the replacement, the remote is unresponsive most of the time making it unusable. I tried a second remote and it's the same way. I can take both remotes and use them just fine on another device. It's not a remote issue. It's a device issue. I also did a factory reset 3 times with no fix. The RMA is for my original device which I want to keep now because it's at least usable. I want to send the replacement back because it's not usable, but they won't let me send in the replacement device. I'm not sending in a working device and keeping a non-working device. I have a $100 hold on the RMA so if the serial numbers don't match, I'll be charged the $100. Is there only one person working on this and is he/she only part time? It's been 2 months and nothing is resolved. I did see where Google put out a notice that casting to Vizio quit working, but what about all the other devices that quit casting too? The lack of communication and support on this is a big turn-off for Google products. 

[DeboraJ]

Hi @emmzone22,

Thank you for reaching out to the community! I understand you're experiencing some difficulties with the Chromecast replacement return process, and it's definitely concerning to see an unexpected $100 charge associated with that. Let me take a closer look into this for you and see what the best resolution we can provide is. Before we continue, I do have a few questions to gather some more details.

• What type of Chromecast do you have?
• If applicable, could you please provide a case number or the RMA number?
• You mentioned this issue has been ongoing for two months. Do you have a specific start date for it?

Once you provide this information, I will be more than ready to assist you.

Best regards,

Debora

[emmzone22]

RMA58479484, and I went ahead and sent the replacement back. If I get charged, I plan on filing a claim with my card. The device is a Google TV Streamer. I don't have a specific start date, although it started the same time as the Chromecast 2nd Gen started having casting issues too.

[DeboraJ]

Hi @emmzone22, 

Thanks for sharing the details and the RMA number! Okay, it seems we need to involve our proper team on this. To proceed, please fill out the following form.

Once you've completed the form, please let me know. Someone from my team will contact you shortly to help.

Please let me know if you have any further questions.

Best regards, 

Debora

[emmzone22]

I think everything has been resolved. Thank you.