Google is telling me they can't start and RMA because there already is one

[Adam Zeis]

I was having problems with my microphone on my 2 XL (like many others) where callers often couldn't hear me on incoming calls. I initiated a support chat from the device, and got to the point of them asking me to email them some info to start the RMA.

Fast forward a bit, and Google is telling me I can't have an RMA because there is already and RMA being process for my IMEI. I verified the order number, sent in photos of the IMEI from the SIM tray and box to verify it was all mine (it was purchased on my account directly from Google, so yes, it's mine) and they still are giving me a hard time. It's been over a week of them trying to "verify my device and identity" and the case has been escalated numberous times, but to no avail.

Today was what threw me over the edge. They responded again (20+ times now) asking for photos of the IMEI from the SIM tray and box — which I already sent them at the start of the issue!! They keep telling me they can't move along with the RMA becuase, due to the "pending" RMA, they cannot check on the warranty of my device. It's insane.

Has anyone else had issues getting an RMA? Or have any suggestions? They literally reply once per day so I'm not sure what to do from here. It's been 8 days of back and forth so far and we haven't really gotten anywhere.

 

[Mike Dee]

I was having problems with my microphone on my 2 XL (like many others) where callers often couldn't hear me on incoming calls. I initiated a support chat from the device, and got to the point of them asking me to email them some info to start the RMA.

Fast forward a bit, and Google is telling me I can't have an RMA because there is already and RMA being process for my IMEI. I verified the order number, sent in photos of the IMEI from the SIM tray and box to verify it was all mine (it was purchased on my account directly from Google, so yes, it's mine) and they still are giving me a hard time. It's been over a week of them trying to "verify my device and identity" and the case has been escalated numberous times, but to no avail.

Today was what threw me over the edge. They responded again (20+ times now) asking for photos of the IMEI from the SIM tray and box — which I already sent them at the start of the issue!! They keep telling me they can't move along with the RMA becuase, due to the "pending" RMA, they cannot check on the warranty of my device. It's insane.

Has anyone else had issues getting an RMA? Or have any suggestions? They literally reply once per day so I'm not sure what to do from here. It's been 8 days of back and forth so far and we haven't really gotten anywhere.

I'm assuming you bought this new?

 

[Adam Zeis]

Sure did!

 

[Mike Dee]

Sure did!

They should be able to tell you who initiated the RMA and when. I would insist on speaking to a higher level support person if you have not already done so.

 

[Adam Zeis]

They should be able to tell you who initiated the RMA and when. I would insist on speaking to a higher level support person if you have not already done so.

I spoke with support (again) a few minutes ago and asked to speak to a supervisor. I was told due to the specific issue with my case it has to go to their "specialists" and there isn't anyone else to speak to, especially on a Sunday. So the rep (who was super nice) said he'd bump the case again to show that I called. Even he was super confused as to why there was an issue at this point.

 

[Ca_lvn]

I was having problems with my microphone on my 2 XL (like many others) where callers often couldn't hear me on incoming calls. I initiated a support chat from the device, and got to the point of them asking me to email them some info to start the RMA.

Fast forward a bit, and Google is telling me I can't have an RMA because there is already and RMA being process for my IMEI. I verified the order number, sent in photos of the IMEI from the SIM tray and box to verify it was all mine (it was purchased on my account directly from Google, so yes, it's mine) and they still are giving me a hard time. It's been over a week of them trying to "verify my device and identity" and the case has been escalated numberous times, but to no avail.

Today was what threw me over the edge. They responded again (20+ times now) asking for photos of the IMEI from the SIM tray and box — which I already sent them at the start of the issue!! They keep telling me they can't move along with the RMA becuase, due to the "pending" RMA, they cannot check on the warranty of my device. It's insane.

Has anyone else had issues getting an RMA? Or have any suggestions? They literally reply once per day so I'm not sure what to do from here. It's been 8 days of back and forth so far and we haven't really gotten anywhere.

I had a pending RMA i did not use then had a bigger problem to RMA for so they just cancelled the pending one it was painless.

I think the Pixel 2 is the most RMAed phone ever

 

[snowboarders]

i have a Pixel 2 and i have not had any issues what so ever with it sorry for the ones that been haveing bad luck

 

[Kizzy Catwoman]

Today my husband couldn't hear me on duo until i rebooted the phone. Then my brother couldn't hear me on whatsapp and it came up with a message saying there was a problem with my mic and the phone needed rebooting again. Since then the mic has been ok. First time I had a problem with my pixel 2 xl