Horrible Customer service for Chromecast

[felipe-ceballos]

Don't buy it. Worst customer service I have experienced.

For many years I was a big fan of Google products and purchased everything that came to market ( if I could justify it). I have google wifi mesh, several Chromecast (didn't like the one without remote) many google minis, pixel phones and the list goes on... However, my view of Google products has completely changed due to the lack of customer service. I purchased a second Chromecast 4k last month as I was very satisfied with my first one. This second device was delivered on June 7 2023.

I had it setup without issues and less than a week later stopped working with my speakers. Troubleshooting wasn't an issue for me, I had deal minor issues many many times and I don't need to call customer service for that, I reset the device several times without success. Lastly I changed it to my fist device to see if the setting of my tv and subwoofer system changed but it was no the case. I was able to set my old device to the other tv and everything worked perfectly.  I decided to call Google customer service, unfortunately I purchased the device from Google store instead of bestbuy or other local store with local people. Since it was just past the 2 weeks return period they made me deal with the warranty service line. Since then, I had been waiting for their "senior customer service" to "fix the issue". For a brand new item, I have been waiting for a developer to figure out how to fix an issue they don't have their hands on 🤔... The device is defective!!

I will not be purchasing anything else from Google... And no, I will never recommend Google products as I used to, and in fact will take the time to tell people how they shouldn't either.

[Nako]

Totally totally horrible  MAYBE Best Buy can help   I have a simple unsolvable problem

I deleted Google Home, and didnt delete my ONE device Chromecast Iwas trying to pair a defective remote, and now that screen must be embedded in my wifi. like a zombie.  I cant install my new Chromecast  It will not over ride that old information

Should be a simple fix but there's no human beings around

[Kimy]

Hi folks,

I’m sorry to hear all of these. That certainly hasn’t been easy for you. Let’s check out what’s going on.

@ceballos, since you already contacted the Chromecast Support team, can you provide us with your case ID? We need it so we can follow up with the team again about the progress.

@Nako, try to do a factory reset, then set it up again from scratch. For a Chromecast with Google TV, the first part of setup would require the pairing of the remote. Try to factory reset the remote. If the remote is really defective, then it can’t be set up, and the remote must be replaced.

I look forward to your responses.

Thanks,

Kimy

[felipe-ceballos]

The case Id is [3-8566000034504]... Not sure it will correct anything at this point. My follow ups didn't help.

[Arthur_Gray]

Since then, I had been waiting for their "senior customer service" to "fix the issue". For a brand new item, I have been waiting for a developer to figure out how to fix an issue they don't have their hands on 🤔... The device is defective!!

 I can tell you exactly what your issue is.  

@felipe-ceballos 
Since it was just past the 2 weeks return period they made me deal with the warranty service line.

Since then, I had been waiting for their "senior customer service" to "fix the issue". For a brand new item, I have been waiting for a developer to figure out how to fix an issue they don't have their hands on 🤔... The device is defective!!

Do not "wait" for anyone when this happens.

You should have a Google Store support number that they gave you, and should have e-mailed you, when you spoke to them about this.

At the Google Store warranty\repair\return page, there is a note on how to contact them directly if you have not heard back. Here is the link:

For a faster response, please contact us using the standard Google Nest Contact Flow.

https://support.google.com/product-documentation/contact/nest_warranty?dark=0&sjid=25053935342647278....

---

There is the flow that you need to go through.

Tip:  Copy the link to THIS post you made, and if you can find the Google Store support ID number that they should have given you initially, copy that as well.

The e-mail should have been something like this: 

Yes, it feels terrible when you hear, "We will get back to you!" but then feel ignored after waiting.

I know this  sounds  ridiculous but  it isn't always incompetency, even good teams sometimes let things slip by and they forget about it -- and part of it is because YOU did too!!

As a Google Chromecast purchaser, you have a right to make them hear you, and don't forget it.  

I am always VERY nice to my  people I talk to at Google support cause I deal with them in about 5 different ways weekly for my job and my hobbies -- most of the time all it takes is being slightly aggressive at making sure you aren't forgotten about and it WILL get done fast

99% of the time it's got to be sent to another person, and if that person is busy or has a backlog, they never knew you needed help fast -- so just re-start the process but always refer to past ones via chat IDs or support IDs.

I really hope I can help with that!

[felipe-ceballos]

I didn't complained about not being able to talk to someone. I was able to do that and spent plenty of time with them troubleshoot and repeating the steps I already did before calling them. 

The device is defective and they still haven't done anything. According to them a senior specialist is working on my issue. I followed up requesting updates but I'm getting no response now and they know I'm frustrated but not doing anything about it.

[Kimy]

Hi folks,

I appreciate your help here, @Arthur_Gray.

@felipe-ceballos, this case ID: 3-8566000034504 that you provided is related to the concerns here in this particular thread. A lot of users have already reported this, and it is being worked on by the developers/engineers. You’ll even see a direct reply from a Googler. A fix is on its way, so let’s give it a little more time. I hope this gives clarity to your concern.

Thanks,

Kimy

[Kimy]

Hi there,

I'm just checking in to make sure that you saw our responses. Please let us know if you still need our help, as we would be happy to answer any questions you may have.

Regards,
Kimy

[felipe-ceballos]

Hi @Kimy 

I have seen your responses. I do not have questions or needing of answers, I'm looking for the solution.

I haven't received any replays on my specific ticket since 7/1/2023. Since this is a brand new item I would be happy to take my money back, I return the item and move on to better things. My old item works just fine, I don't know what the complexity and severity internally, but to be honest I don't care to know... It is up to google to figure that out.

I just know that I purchased a defective item, I haven't been able to use it ever, and google lacks of customer service to handle my issue.

[Kimy]

Hi felipe-ceballos,

We hear you! Some of the users from that thread I shared with you already got theirs working after updating to the July patch, while others forced it by doing a factory reset. I hope this helps. You can still follow up by replying to the email that the support team sent you. Let us know if you still have questions in this thread.

Best,

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

[Kimy]

Hello there,

We haven’t heard back from you, so I'll be locking this thread in 24 hours. Feel free to create a new one if you have other concerns in the future.

Best,
Kimy