My chromecast ultra that came with my premium package gave up after playing for just 20 minutes. More than a month now after my first contact with support, i still haven't received an email to order my replacement(which i need to pay in advance and they will refund when they received the defect one) for the defect chromecast ultra. Already talked 5 times i think with support. Always the same answer... Our team is processing your request you will receive an email yada yada... This is taking ridiculously long. Really not satisfied with this kind of support!!!! Didn't expected this from a google product. Or is this a way for google to sell more chromecast ultra's by just waiting until people with a defect one are just so tired of waiting they just order a new chromecast ultra. ![]()
At this rate you would be better buying a CCU from a store and returning the defective one to them. Let them deal with Google RMA.
Not that I recommend that approach.
@gerryveltjen I was a supervisor in Call Center and I have a pretty good idea of what you are experiencing and why. I am pretty sure Google is outsourcing their customer support for cost and it's a mistake in my opinion.
This is what you should do if it's not already done. Call back early in the day if you can and ask to speak with a supervisor. Explain you case politely and calmly and let him apologies. When this is done ask him to personally take the case ask him what he need to resolve it and ask him for a call back in the next two days for a update on the situation. Always politly ask for is name and ID number.
It's not a guarantee of success but it's the most efficient way to get them moving. There is other more radical step but you should start here.
If you proceed with this let me know how it went I will assist you if you want.