Let me be clear on this issue as this is taking longer than expected as it will be 1 month since this whole thing started!
Still waiting for a resolution... this is getting tiresome and I just want what was promised to me.
- 9/8/2017 - I filed an RMA for a defective battery on my Nexus 6P. This RMA was handled by Chris and ending in 8875. This was the advance RMA which required an authorization hold in the amount $900+.
- 9/8/2017 - I spoke with Mary and informed her of an issue with the advance RMA not accepting my Google Finance account as acceptable form of payment. She said she had to cancel the advance RMA and start a standard RMA. I was told I would hear back from her the next day when she came back in to work.
- 9/9/2017 - I did not hear back from Mary so I proceeded to call support back to find out what the problem is and while on hold I was emailed 4 times in 20 minutes with the same RMA number ending in --13. Total time on phone with support was at least 4 hours and multiple calls.
- 9/9/2017 - I was emailed by Micheal saying he was sorry that I hadn't received the shipping labels(even though I had 4 of them!) and they would sent within a day.
- 9/11/2017 - I received another email with RMA ending in --13. If this was the email I was suppose to wait for, it was a day later than promised but still has the same RMA number as the 4 emails delivered on 9/9/2017.
- 9/12/2017 - I received 2 more emails with the same RMA ending in --13 by this point my Nexus 6P was handed off to FedEx.
- 9/12/2017 - My defective Nexus 6P was sent out via Fedex using RMA ending in --13
- 9/20/2017 - My defective Nexus 6P was received in Mcallen Texas at 2:50AM.
- 9/21/2017 - According to a support representative: My defective Nexus 6P was processed on 9/21/2017 and from that point the blck Pixel XL 128gb was supposed to be shipping on 9/22/2017.
- 9/22/2017 - Paul sent me an email saying "my request was processed and I would receive another confirmation update from us shortly."
- 9/23/2017 - I emailed Paul asking where the confirmation was and received no response.
- 9/24/2017 - I emailed Paul again with no response.
- 9/25/2017 - Joh emailed me claiming "I've escalated your case to our product specialists, and we'll follow-up with you in the next 1-3 business days. Based on the information we had the replacement device is already shipped and you should receive"
- 9/26/2017 - I received and email stating my replacement device was shipped! It was not the promised Pixel XL but was in fact a replacement Nexus 6P. The email said my phone was lost or stolen and that is not true. How could a phone be lost or stolen 6 days after it was accepted at the warehouse? I never filed for a lost or stolen phone. This has a completely different RMA ending in --08!
- 9/26/2017 - I spoke with Eds on the phone extensively about stopping the shipment of the wrong phone out to me. He asked me to let him handle it to make things right with his ongoing issue and to give him 2 days. I also received an email from him claiming once again the case has been escalated to a product specialist and I would hear back in 1-2 business days.
- 9/27/2017 - Eds emailed me letting me know that they are still working on this issue and to hand the Nexus 6P replacement device back to the Fed Ex driver upon delivery. He also said that "he will take good care of this and rest assured to still come up with a resolution."
- 9/29/2017 - Eds emailed me again saying that "we're still waiting for the update from our support expert but will definitely get back with you as soon as possible." I was also promised a phone call from the "expert" handling this but that never happened.
- 9/29/2017 - I spoke with Justin extensively about this issue and he claimed to be in shipping and that the reason I have not received the Pixel XL as promised was that there was no stock available to send out. New stock came in on 9/25/2017 and that I would finally receive my Pixel XL as promised but it would take 5-7 business days from 9/25/2017 and I would receive a tracking number via email.
- 10/4/2017 - I spoke with Taj on the phone and she wants to take responsibility for this issue. I was informed to deal directly with her on this matter from this point forward.
- 10/5/2017 - Emails back an forth between myself and Taj regarding this issue. She has reviewed my previous cases and once again escalate the issue.
- 10/5/2017 - Justin finally emailed me back and now his story has changed about what I am getting. The Nexus 6P that was shipped to me under the lost/stolen claim somehow cancelled out my promised Pixel XL. I never claimed a lost or stolen Nexus 6P!!!! Who in the hell filed this false report??!!!
- 10/5/2017 - Taj has read the email that Justin sent to me. I have been advised to disregard that to avoid any more confusion since she submitted an escalation.
Still waiting for a resolution... this is getting tiresome and I just want what was promised to me.
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