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lawsons
Community Member

poor customer service!

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@GoogleStadia stadia what a product! If it actually worked recieved my stadia premiere edition on the 26th of december after 2 hours the chromecast ultra failed called customer support who sent a link that didnt work 6 days later they still ain't fixed the issue! and wont refund my money as they say this is faulty? google love the money but clearly dont want to help there customers when they have issues

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Best Response
Mad_Dog_Bravo
Community Member

@lawsons : Contact support again.  If the Ultra is faulty they can trigger a product return and then issue a replacement.

I agree that it shouldn't be difficult, but sometimes things just go wrong, not that that helps in your case obviously.

 

Kudos appreciated if deserved.

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8 Replies
Mad_Dog_Bravo
Community Member

@lawsons : Contact support again.  If the Ultra is faulty they can trigger a product return and then issue a replacement.

I agree that it shouldn't be difficult, but sometimes things just go wrong, not that that helps in your case obviously.

 

Kudos appreciated if deserved.
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lawsons
Community Member

@Mad_Dog_Bravo  contacted customer support twice a day for the last 6 days and they can not update me with what is wrong with there email get the same line each time I will call you back and no one ever does. the case has been escalated but no one knows why it hasn't been resolved a company this big should be able to replace a faulty product for free. I have now taken the decision to cancel my subscription and get a refund as the customer service has been terrible 

1 Kudo
Deleted User
Not applicable

@lawsons Keeping a cool head on your end can also help the situation. Throwing a fit and saying the customer support is a failure does nothing at all to help the situation. There was probably some miscommunication between teams that would've eventually been solved with some patience.

I've had plenty of successful interactions with support. They're people like you and I. Treat them as such and you'll have a better time.

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lawsons
Community Member
@Deleted User am afraid the time for a cool head is over and if this is not a 'fit' this is my venting of my frustration after extremely poor customer service. there was no poor communication between teams the fault lies with lies being told to a customer to only be contradicted by the operative who answered my next call. YOU may of had a good experience in YOUR case but I haven't and can only be blamed on incompetence now. patience was all I had which has not helped with the lies. yes they are people like you and I and I have treated them as I would expect to be treated but now there refusal to issue me a refund has broken the straw on the camels back. So anarchy not all experiences of the customer support are the same and being nice for 6 days gets you no where.
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Deleted User
Not applicable

@lawsons Hmm, were you provided a reference number after your first interaction with support? If not the confusion may be coming from multiple instances being opened up about your case and people being on different stages of support when they try and help you.

I'd recommend starting over from complete scratch and at the end of the conversation if they say they'll get back to you ask for a reference number that way next time you contact support instead of starting from scratch they can resume the conversation and they'll be able to see what was talked about in the past.

That's the only thing I can think of suggesting. I'm sorry this all happened to you. I can imagine the frustration. I hope you'll reconsider the refund and try to get it sorted out. The service is really amazing if you can get all the pieces working together. 

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lawsons
Community Member
@ anarchy I have no doubt after using the service for a short period playing a game I enjoy that's the biggest issue I dont want to get a refund. i have had the same case number throughout they all have had access to my account each interaction and read the notes each time but can not find a resolution to issuing an email to have the faulty chromecast ultra replaced. I was asked yesterday what my IMEI number was for the faulty google pixel I dont even own lol. my aim is someone higher up than customer support can just issue me with a chromecast that works or speaks to someone from the uk who can resolve my issue as the workers in the Philippines are having no joy.
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Deleted User
Not applicable

@lawsons Try Twitter next. If you tweet and them and say you desperately need help and are getting frustrated they will talk to you in a DM and hopefully that'll get you sorted out. I think the people that handle the twitter account are a little bit higher up on the support chain.

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Jer
Community Member

That sucks bruh.... I’ve had nothing but top notch customer service but I only have contacted them twice.... but nothing to do with stadia or chrome cast performance, everything has ran completely flawlessly 

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