1. gnahc79's Avatar
    FYI, hopefully my trade in lands and I won't have to deal with any exception handling by Google support

    Logan
    9:18 AM
    Thanks for contacting Google Support. My name is Logan.
    Logan
    9:18 AM
    Thanks for being a Preferred Care customer. My name's Logan! It's a great day here at Google! How are you doing?
    [me]
    9:19 AM
    Hi great thanks
    [me]
    9:19 AM
    What should I do if my trade in is lost or stuck in delayed? the usps tracking# is xxxxxxxxxxxxxxxxxxxxxxxxx
    Logan
    9:20 AM
    I'm glad to hear you're doing well. Let me take a look into this.
    Logan
    9:26 AM
    Thanks for your patience while I was checking my information. It usually takes 5-7 business days for a trade-in package to get back to us. If the package is still stuck in transit by the end of business on Friday, we can escalate it as a package lost in transit.
    [me]
    9:27 AM
    Ok, so what happens if the trade in is marked as " package lost in transit"?
    Logan
    9:29 AM
    If needed, we escalate to a special team that does an investigation with the shipper. If the package is lost in transit we provide a refund equal to the post-inspection value (PIV) you were provided.
    [me]
    9:30 AM
    That's good to know. Ok I will wait until EOD Friday than. Thank you for your help
    jkan33 and B. Diddy like this.
    10-25-2017 12:49 PM
  2. SpookDroid's Avatar
    Standard Modus Operandi for this kind of trade-ins. Their shipments are insured, but they have to make sure the package was really lost and not stolen by you or their drivers.
    10-25-2017 01:03 PM
  3. gnahc79's Avatar
    The official insurance coverage with the USPS is $50, so I was concerned that I would have to jump through a bunch of hoops to get the PIV. Good to know that Google will honor the PIV in the case of a lost/stolen trade in.
    mxmarcus likes this.
    10-25-2017 01:13 PM
  4. jkan33's Avatar
    I'm having the exact same issue--chatting with Google now. Thanks for the heads up, I feel much better knowing they'll take care of me regardless of where the phone may be.

    Anyone else suspect a theft ring down in Atlanta? Google didn't make it too difficult for anyone to tell that there are phones in these thinly-padded envelopes.
    10-30-2017 01:26 PM
  5. gnahc79's Avatar
    My phone finally arrived at the trade in center this morning. Hopefully the actual trade in will go smoother.
    10-30-2017 01:30 PM
  6. jkan33's Avatar
    When did you ship it? And did you have any "delays" from USPS? I shipped mine on 10/21 and it's been "delayed" according to USPS since 10/26.
    10-30-2017 01:38 PM
  7. gnahc79's Avatar
    I dropped it off at my local post office on 10/19. Online tracking the next day said it was scheduled to be delivered on 10/21. On 10/22 the package went into Delayed until 10/28. On 10/28 it landed in Atlanta, delivery on 10/30.
    AnnDroid likes this.
    10-30-2017 01:44 PM
  8. pseudoware's Avatar
    I really wish they'd just drop the repeated fake pleasantries, both online and over the phone.
    10-30-2017 01:53 PM
  9. firebirder's Avatar

    Anyone else suspect a theft ring down in Atlanta? Google didn't make it too difficult for anyone to tell that there are phones in these thinly-padded envelopes.
    Having worked in Atlanta for 10 years (just left less than a year ago) I can yell you that is very likely.
    10-30-2017 03:55 PM
  10. PhiPsi32's Avatar
    I really wish they'd just drop the repeated fake pleasantries, both online and over the phone.
    It's the etiquette that separates us from primitive savages . . .
    xocomaox likes this.
    10-30-2017 06:33 PM
  11. Richard Servello's Avatar
    How did you get the tracking number?
    10-30-2017 06:35 PM
  12. Rodawg71's Avatar
    How did you get the tracking number?
    It's on the label Google provided with the trade-in kit
    10-30-2017 06:51 PM
  13. Richard Servello's Avatar
    It's on the label Google provided with the trade-in kif
    Yeah, I didn't write it down. Any other way?
    10-30-2017 06:52 PM
  14. Rodawg71's Avatar
    Yeah, I didn't write it down. Any other way?
    Not that I know of. Maybe try using your trade in ID?
    10-30-2017 07:30 PM
  15. Cameron Lakotich's Avatar
    Same exact ship date, and then in Atlanta on the 21st followed "On it's way to destination" for 9 days still
    10-31-2017 04:32 PM
  16. Rodawg71's Avatar
    Same exact ship date, and then in Atlanta on the 21st followed "On it's way to destination" for 9 days still
    Yeah...mine has been "delayed" in ATL since yesterday
    10-31-2017 07:08 PM
  17. ccrs8's Avatar
    I'm not sure if Google does the same thing for all phone returns, but when I returned a broken Nexus 5x for a Nexus Protect replacement device, I thought it was lost in delivery for quite some time. It turns out that the way Google handled receiving phones (at least with the Nexus Protect shipments) is that at the 2nd to last stop in the route, a bunch of phones are all consolidated in to one large shipment with its own tracking number and then sent to the final destination. It takes a while for that large shipment to be unpacked and the individual phones inside that shipment to be scanned as received. I was really freaking out because I had 14 days to return the phone and it was going through some hurricane-stricken areas - I really thought the phone was lost. I called around and I finally discovered that the phone had actually been received many days earlier and it just hadn't been scanned (yet) in a way that was reflected in online tracking.
    jkan33 likes this.
    10-31-2017 07:16 PM
  18. smartdashboard's Avatar
    Same exact ship date, and then in Atlanta on the 21st followed "On it's way to destination" for 9 days still
    Mine says the same. Still in transit for 8 days now. Although it reached Atlanta in two days.
    Calling google support now..
    11-17-2017 10:22 AM
  19. Jeremy8000's Avatar
    It was 2 weeks and 3 days after mine was confirmed delivered to them before it was actually marked as received (I can understand a few days just to open the onslaught of boxes and get them logged in, but not that long)

    Spoke with Google yesterday and they said it shouldn't take longer than another week or so to actually assess it. So I'm expecting it to be pushing a month, with a credit not being applied until after my first billing statement comes due.
    11-17-2017 02:12 PM
  20. Pixelfan56's Avatar
    Can I ship it FedEx?
    11-17-2017 04:14 PM

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