03-20-2017 03:38 PM
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  1. nickal's Avatar
    No issue with any programs as I reset the phone from scratch with the same issues... Google is still checking with their "escalation" team and what I want is pretty simple. Send me a new replacement phone and I'll send you back the broken phone and I'll even provide my credit card so if my broken phone is not received within 10 days, charge me in full...
    01-17-2017 12:13 PM
  2. N4Newbie's Avatar
    No issue with any programs as I reset the phone from scratch with the same issues... Google is still checking with their "escalation" team and what I want is pretty simple. Send me a new replacement phone and I'll send you back the broken phone and I'll even provide my credit card so if my broken phone is not received within 10 days, charge me in full...
    This all sounds very odd and not what we usually hear from Google Support. Where are you located, anyway? Are you in the US?
    01-17-2017 12:31 PM
  3. Aquila's Avatar
    Ok, had a Googler friend (who has been able to help people in the forums here in the past) explain what he thinks is going on. They don't do "exchanges" other than for malfunctions for devices that you purchased yourself from Google and you're not the person who purchased the phone from them and it's not actually clear that anyone purchased it from them; do you know if it was originally sold by Google or by Verizon? Was it sold at all?

    If you were their customer, and it was for a defect, typically what they would do is ship you a device, you get it, you send your old one back. For non defect exchanges, they simply have you ship it back, refund and then you can buy another one. But you're not their customer. So you're not going through the exchange process; you are going through the warranty process.

    And they are correct, in the warranty process, for a third party to the original sale, there are no ship it up front options for them. They shouldn't escalate this, they should simply say no and leave it at that. As for being without a phone, where is the phone you used prior to activating the Pixel? The V20 or whatever? Can you use a burner for a few weeks? You could consider buying a new Pixel (or whatever phone) and returning the defective one to the ebay seller instead or buying a new Pixel or whatever to use while you wait for the warranty process to complete, and then sell that or keep it for a backup, etc. just in case something like this were to happen in the future.
    01-17-2017 01:42 PM
  4. nickal's Avatar
    Good news as finally got this done... Google stepped up and did the right thing and my replacement device is on the way. Verizon finally refunded my V20 and Samsung who can't find their *** with both hands is still processing my Note 7 refund 4.5 months later. What a racket...
    01-18-2017 04:22 PM
  5. pceasar's Avatar
    To those who think the OP is wrong for hoping for advanced replacement, call up Motorola for warranty replacement, since they are the manufacturer those dont care where you bought it, if the phone is in warranty, they charge you 20 bucks hold an advance replacement amount on your CC in case you dont send the phone back. THIS IS 2017 guys......google easily could reserve an amount on your credit card in case you dont send the phone back.

    To the, "you should be lucky that google offers this service" sayers, you're again wrong, Google wants to act as if they are the manufacturer of this phone, similar to apple/htc/motorola etc. Therefore while its in warranty they should support it.

    Its simply asinine to say, OHHHh you didnt buy your Google phone that I warranty from my google store, therefore I'm not going to allow you to use advance replacement and reserve money on your credit card CC. No common sense being employed there AT ALL guys NONE!!!

    I know how it goes when you're not experiencing these issues you can talk big say what should and shouldnt be, but if you bought a Google phone at Verizon or Google you still spent an astronomical amount of money on it and you most likely dont have 2 devices to just send one back. I tried fighting google on this but in the end I dont have the time to teach them to be more customer centric. Heres somethign to chew on, buy an apple device no matter where, same for motorola btw, but buy it from anywhere and have it be in warranty watch and see they wont discrimate against you for where you bought it, they'll just use the same warranty process for allll!

    ITS 2017 guys just be fair! with comments like just buy another pixel and return the ebay one blah blah......google warranty's the phone dont miss the point with a blind following, the exchange process should be the same since google gets the profits out of all the sales, Verizon and their own store. THis is google not mom and pop No.1 who nickles and dimes customers...........or is it?
    03-13-2017 03:23 PM
  6. Aquila's Avatar
    To those who think the OP is wrong for hoping for advanced replacement, call up Motorola for warranty replacement, since they are the manufacturer those dont care where you bought it, if the phone is in warranty, they charge you 20 bucks hold an advance replacement amount on your CC in case you dont send the phone back. THIS IS 2017 guys......google easily could reserve an amount on your credit card in case you dont send the phone back.

    To the, "you should be lucky that google offers this service" sayers, you're again wrong, Google wants to act as if they are the manufacturer of this phone, similar to apple/htc/motorola etc. Therefore while its in warranty they should support it.

    Its simply asinine to say, OHHHh you didnt buy your Google phone that I warranty from my google store, therefore I'm not going to allow you to use advance replacement and reserve money on your credit card CC. No common sense being employed there AT ALL guys NONE!!!

    I know how it goes when you're not experiencing these issues you can talk big say what should and shouldnt be, but if you bought a Google phone at Verizon or Google you still spent an astronomical amount of money on it and you most likely dont have 2 devices to just send one back. I tried fighting google on this but in the end I dont have the time to teach them to be more customer centric. Heres somethign to chew on, buy an apple device no matter where, same for motorola btw, but buy it from anywhere and have it be in warranty watch and see they wont discrimate against you for where you bought it, they'll just use the same warranty process for allll!

    ITS 2017 guys just be fair! with comments like just buy another pixel and return the ebay one blah blah......google warranty's the phone dont miss the point with a blind following, the exchange process should be the same since google gets the profits out of all the sales, Verizon and their own store. THis is google not mom and pop No.1 who nickles and dimes customers...........or is it?
    Get a couple of your points but overall, it's describing what you think they should do, rather than describing what the process actually is.
    DMP89145 likes this.
    03-13-2017 03:49 PM
  7. pceasar's Avatar
    I understand you point @Aquila however, I think the point of the thread is to advance us and google as a whole. In other words, you wouldn't have a fresh spiffy cool phone if everyone just follow the thinking this is what the process is or these are the features that we have in 1990, we have to advance and the point of threads like this is to make things better for all sure its the process to give tickets to people who jay walk but most cops would never waste their time. What a process is and what it should be should always be reviewed and evolve especially when it comes to technology and customers.

    Blackberry stuck to their process and policies for making devices for years even after the signs.....look where its getting them.

    Lets make thing better and question nonsensical approaches
    Aquila likes this.
    03-20-2017 03:19 PM
  8. Aquila's Avatar
    I understand you point @Aquila however, I think the point of the thread is to advance us and google as a whole. In other words, you wouldn't have a fresh spiffy cool phone if everyone just follow the thinking this is what the process is or these are the features that we have in 1990, we have to advance and the point of threads like this is to make things better for all sure its the process to give tickets to people who jay walk but most cops would never waste their time. What a process is and what it should be should always be reviewed and evolve especially when it comes to technology and customers.

    Blackberry stuck to their process and policies for making devices for years even after the signs.....look where its getting them.

    Lets make thing better and question nonsensical approaches
    Yep, that makes sense to me.. but my pushback is this. The OP and a few others seem to be (and I could be misreading) pretty annoyed or upset that things aren't handled in a certain manner. So there's two ways we can take that... examining what the actual process their following it is and reviewing their actions in the context of what they're instructed to do... and examining how we feel they ought to be handling things, or things they could do to improve the experience by modifying the existing process. It's important to be clear between those two approaches though, because getting upset with someone for following a process that differs from a more ideal process that they don't have is, at least superficially, misguided. At that point it seems it would be prudent to accept that the current process exists and was followed, let the associated frustration with that part go (breathe!) and then, offer constructive criticism on how that process could be changed for the better.
    03-20-2017 03:38 PM
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