Remote overheated and now completely dead

[unrly]

For the second time in a couple of months, my remote heated up very hot and drained the batteries. I unpaired and repaired the remote, and replaced the batteries. Within 15 minutes it heated up again and is now completely dead despite trying multiple batteries, resets, and so on from the support pages. I tried it all with no success. This device is less than 6 months old. 

I then contacted an agent who basically told me to use my phone as a remote. I asked about the warranty, and they told me to "search Google repair. It's the first option" which isn't the case as that is for Pixel devices.

I then was able to locate warranty status through the same agent feature. However they just pointed me right back to customer service. 

How can I get a replacement for my defective remote?

[Juni]

Hi unrly,

Thanks for reaching out. Thank you for bringing this to my attention. I'm taking your feedback seriously and will be working with my team to improve our support services. Since you contacted our support team, could you provide us with the case number so we can check it for you?

I look forward to your response.

Regards,

Juni

[unrly]

Hello @Juni,

Thanks for the considerations. This was through the Nest Agent chat support (the only support I could locate to contact for this issue, per the support page) and there is no case number associated. I still have access to both chat logs and the agents who assisted, but that does seem to be about the only information I have available.

[Juni]

Hi there,

Thanks for the additional info you've shared. We'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once done.

Best,

Juni

[unrly]

Thanks @Juni, form has been submitted! Appreciate the quick response.

[Juni]

Hello there,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Please keep your lines open as they may reach out to you via email anytime soon. 

Thanks,

Juni

[MaciejR]

I encountered same problem. Remote stopped working so I changed batteries. They were original, supplied with device, as bought it couple months ago. Tried normal, alkaline and rechargeable batteries with no joy and all of them heat up in matter of seconds. I reset it following guidelines from google support www, even left it without batteries for a night and nothing. Left with no options I factory reset the whole chromecast and now it's unusable as demand to pair remote but remote doesn't work. Can't set it up using phone, google home doesn't see device. 

I see this is not newish fault but there is no fix info on that anywhere.

[Kimy]

Hi MaciejR,

Thanks for posting and for being a step ahead of us. Let’s try this workaround and let me know how it goes:

• Remove the batteries and give it a 2 to 3 minute rest.
• While the batteries are out, press and hold down the power button for 15 to 20 seconds to fully drain any static power left on the chipset/motherboard of the Chromecast Voice remote, then release the button.
• Let the remote rest again for 2 to 3 minutes. Take this time to unplug the Chromecast device from power and give it a 1 minute rest before you plug it back in.
• Try to pair again.
• If it persists, you can factory reset the remote one last time and pair it again.

We look forward to your response.

Thanks,

Kimy

[MaciejR]

I already had a chat with google support agent. We worked out the obvious, that it must be hardware fault. I will be taking my device back to retailer. 

As much as I appreciate your(google support people) help, I fail to understand why you are giving same "help" answers to ppl having this issue. Overheating batteries are a dangerous thing(I work in battery supply industry) and this fact alone makes it obvious that fault is on hardware side. Batteries don't like cold and hot but while cold will only suck them dry(make them flat) the heat can make them burn or blow up. I went through good number of threads with same problem and everywhere you propose same steps thought they does not work. Wouldn't it be easier and safer(you make ppl work on faulty, dangerous device) just to admit there is some "bug" in build of voice remote and when encounter overheating problem instead of playing with fire, return it straight away? It would give piece of mind to customers and google business alike. 

[Kimy]

Hello MaciejR,

Thanks for the reply, and I appreciate your feedback on the way I respond. Yes, you may have noticed that I have replied with the same steps to different users who posted similar (but not the same) issues. There are users who had the same overheating issues and got theirs resolved with the steps I shared. In the event that it didn’t, we then forward this to the support team for a possible hardware issue that may lead to warranty replacement. We’re all Chromecast users here (Community Members, Product Experts, Community Specialists, etc.), and we provide help with one another. If the help we provided is not sufficient, then we go to the next level, which is the support team.

My next step is to ask you to fill out a form that I would send to the support team, but since you already reached out to them, I suggest you continue with the resolution that you agreed upon.

You sounded like you cared about other users too. If you have spare time during your day, we need people like you who can share helpful tips here in this community. But that is if you’re willing to.

Feel free to create a new thread if you have questions or concerns in the future.

Sincerely,

Kimy

[HOODZCHRIS]

Mine does the same. No where near water

[Kimy]

Hi HOODZCHRIS,

Thanks for sharing. If you haven’t done the steps that I shared above, kindly try them. Let me know what happens if we need to move on to the next step.

We look forward to your response.

Regards,

Kimy