Bottomline
I don't know if I will ever buy anything "made by Google".
TL;DR
If you bought something from Google and it failed during an open refund window, *refund it*. Do not try to replace it. If they lag with the refund, file a chargeback.
Short Version
Google's customer service sucks. A $35 device that died 9 days after arrival, it was confirmed as irreversibly dead during the first conversation, it took 2 months to *not* address the issue, chargeback had to be initiated.Observations
- Don't waste your time trying to get anything out of support personnel, they don't care, nor they are empowered to do anything.
- Trying to escalate things doesn't help, you hit the "second level" rep who is as careless and helpless as the first.
- Generally, you will *not* get any kind of response sooner than 48 hours.
- Generally, the response will inform you that "your information will be sent to the appropriate specialist". Nothing will happen till you kick'em next time.
- This is *not* a fluke, this is the way the system is designed.
Chronology
Stuff below is probably of no interest to you, unless you really want to know all the gory details (or maybe you're googling for chromecast pink light).
August 10, 2013
Ordered one.August 28
Shipped.September 3
Arrived. Connected.September 12
Died (pink-white light, not visible on the network, no HDMI output).Called Google, reported symptoms, got the failure acknowledged. Received an email followup, surprisingly, not with RMA, but the statement "As promised, I've forwarded your case to a specialist to begin processing your replacement as soon as possible". Strange, I though it was an open and shut case.
September 17
Google sends a request for the TV and the router brand and model numbers.
September 27
No further response from Google. Having patiently waited 10 days (just for the hell of it), calling customer service. Notifying the service rep that 15 days passed since the first conversation and it's a good time to actually do something about it. Hearings attempts to channel the request "to the right specialist", just like two previous times. 7 minutes into the call, the rep eventually gives up to my [pretty straightforward] requests to escalate the issue. The second level rep adamantly refuses to send the replacement, citing the need "to route the request to the right specialist". Telling him that I'm willing to wait on hold till the right specialist gets to the request, hearing that it may happen within 24 to 48 hours. Having no other option than to agree to wait till "request is routed to the right specialist". At the end of the call, pressing "dissatisfied" buttons during the customer service quality survey, and leaving this message:It already took 15 days and almost an hour of my time to do absolutely nothing about a defunct $35 dollars device. It is embarrassing for Google to allow this to happen.
September 29
I've decided that I've spent enough time on the issue, and got the general feeling of how Google customer support works, and called in to return the device (no, you can *not* do it over Internet, you have to talk to a person). Unsurprisingly, I did not get a straight answer, but was told that "it will be resolved as soon as possible".September 30
Google sends me a message with instructions how to order a new device via Google Play (which I could've done myself eighteen days ago) and send the defective one back. I don't know what crack did the previous conversation fall into, but this message clearly indicated miscommunication inside of Google support service. In order to avoid further miscommunication, I informed Google orally that I will not take any action until they confirm that the RMA is to *refund* the device, not return for replacement.October 1
Google refuses refund, citing the fact that it's now been over 15 days since the device has been delivered, which is a cutoff time according to Return Policy. I inform them again, in writing this time, that it is none of my fault that they've been dragging their feet for over 21 days now and that should the RMA not be forthcoming, I'll just call my credit card company and exercise a chargeback - for the whole affair obviously hasn't been in good faith from Google's side.October 3
Getting a mail with "I've re-consulted the case with a RMA specialist who will get back with you as soon as possible with instructions on obtaining your refund".
October 6
Got an RMA. Sent the Chromecast back.
October 10
Chromecast received by Google.
October 11
Getting a positive charged mail from the rep, "just making sure". Telling them that the device's been received, but no refund was issued.
October 13
The rep responds, "it may take a few business days for this to reflect on your financial account". Patiently waiting.
