Hi all, I figured I may as well share my tale of woe from the UK
I had a Pixel 1 (non-XL). Awesome phone, solid camera, in short loved it.
However it had developed major battery problems (90 mins of screen on time at best) and was still within the warranty period (2 years in the uk). I contacted Google who confirmed the issue after the usual troubleshooting and sent me the postage and RMA label to ship it off.
I posted the device on March 19th by carefully packing the item in a small box and collected by UPS. It arrived at the warehouse in Poland and was signed for at the loading dock according to tracking on 22/03.
Google then informed me it’s 5-15 working days to confirm the fault and ship the replacement.
Long story short 30 days later and multiple communications I still do not have a replacement phone. Every communication with them has said we will escalate this or it will receive tier 3 support and we will get back to you in 24-48 hours.
I requested a call back and am told the device was received but has not been signed into the warehouse. The rep on the phone was unable to confirm why this has happened and is investigating and escalating my case (again)
Today a supervisor confirmed my suspicions that the not so special specialist team are still looking into the situation. (a quick online search reveals multiple reports of theft at the polish warehouse, where my device went) and am told I still have to wait for a response and resolution..........
Also am now out of pocket on a moto g6 play to I tide me over (not a bad budget phone as it goes)
This situation is officially at 48 days with 42 emails, 13 callbacks and 4 online chats with Google support staff who have been very polite and agree with the situation.
Seriously miffed with this level of support. The device was great but this is leaving a bad aftertaste
Anyone got any advice?
I had a Pixel 1 (non-XL). Awesome phone, solid camera, in short loved it.
However it had developed major battery problems (90 mins of screen on time at best) and was still within the warranty period (2 years in the uk). I contacted Google who confirmed the issue after the usual troubleshooting and sent me the postage and RMA label to ship it off.
I posted the device on March 19th by carefully packing the item in a small box and collected by UPS. It arrived at the warehouse in Poland and was signed for at the loading dock according to tracking on 22/03.
Google then informed me it’s 5-15 working days to confirm the fault and ship the replacement.
Long story short 30 days later and multiple communications I still do not have a replacement phone. Every communication with them has said we will escalate this or it will receive tier 3 support and we will get back to you in 24-48 hours.
I requested a call back and am told the device was received but has not been signed into the warehouse. The rep on the phone was unable to confirm why this has happened and is investigating and escalating my case (again)
Today a supervisor confirmed my suspicions that the not so special specialist team are still looking into the situation. (a quick online search reveals multiple reports of theft at the polish warehouse, where my device went) and am told I still have to wait for a response and resolution..........
Also am now out of pocket on a moto g6 play to I tide me over (not a bad budget phone as it goes)
This situation is officially at 48 days with 42 emails, 13 callbacks and 4 online chats with Google support staff who have been very polite and agree with the situation.
Seriously miffed with this level of support. The device was great but this is leaving a bad aftertaste
Anyone got any advice?
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