[AntikytheraTech]

I pre-ordered a brand new Pixel 5 directly from the Google Store on 9/30/2020, this was the very first day they went up for pre-sale in the United States. I patiently waited for over a month for it to arrive.

It finally arrived and the shipping box was free of any damage. I opened the shipping box to find the white Pixel 5 product packaging inside, it was free of any visible damage, however it did not have the cellophane wrapper around it which I found strange as every other Google product that I have purchased has come with a cellophane wrapper. However the factory sealed tamper stickers were intact and looked perfectly fine so I dismissed the missing cellophane and continued unboxing the device.

I peeled off the tamper sticker seals and opened the box to find the phone face-down in the tray inside the box. This position is odd as every other phone I have received from Google is positioned such that you see the display when you open up the box. It laid face down, with the back of the phone fully exposed, there was no sticky plastic wrapping around the back of the device. The device was also very visibly dirty, with a smudge on the "G" logo, dust on the camera module and crumbs on the back of the body. I immediately began to document and take photos.

I then removed the device from the tray inside the box and flipped it over to inspect the front. There was a plastic sticker/wrapper on the display but it was crooked and very sloppily applied, with wrinkles at the top as well as air bubbles and crumbs between the plastic wrapper and the display. I took more pictures and immediately called Google Customer Support.

There is no way this device came off of an electronics assembly line from the factory (essentially a sterile and dust-free environment) looking this way. Unfortunately the agent I spoke to at Google said she could just process a warranty replacement for me. This means my credit card gets a hold charge placed on it for the full cost of another device until I receive the replacement and then return this one. That is entirely unacceptable given the fact that I have already paid full price for a brand new device and received nothing even remotely close to that. I have asked that it be escalated to a supervisor and they said they would need to call me back. Very frustrating experience considering the amount of money I paid for this. Anyone else ever experience something like this?! I am absolutely dumbfounded and incredibly frustrated.

My frustration is compounded by the fact that I cannot post this issue or these photos in the Google Device forum. I have tried multiple times and and as soon as I submit it says it will not upload because it violates their community policies. So I guess the only way I can spread the word about this is by posting here or on social media...? I just feel like they aren't taking my issue seriously and that perhaps getting the word out would help ensure they work to find a better solution for me and also prevent this from ever happening to someone else in the future.

[eric002]

I'm so so very sorry to hear that. Well, send it back home up and I'm sure they'll send you a replacement.

[Scott337]

Sorry to hear that. That sucks.

[L0n3N1nja]

Sorry you're upset with the way the phone arrived but that could just as easily be packed by a lazy employee, electronics manufacturing facilities are not dust free, nor are they sterile and clean, I currently work in one.

It shouldn't have arrived like that, but it's not proof the phone isn't new.

[AntikytheraTech]

I'm so so very sorry to hear that. Well, send it back home up and I'm sure they'll send you a replacement.

Thanks, unfortunately they say to do that they have to charge me for another device until they get this one back. I am not OK with them charging me twice (even if only temporarily) for a phone that is in this bad of shape when they cant even give me an idea as to when the new one will get here. I just wish there was a physical store I go to to deal with this. This is horrible customer service.

[eric002]

Yeah, unfortunately, I can understand your frustration, that's for sure.

[AntikytheraTech]

Sorry you're upset with the way the phone arrived but that could just as easily be packed by a lazy employee, electronics manufacturing facilities are not dust free, nor are they sterile and clean, I currently work in one.

It shouldn't have arrived like that, but it's not proof the phone isn't new.

Really?! I am shocked to hear that. Thanks for your input.

[eric002]

Really?! I am shocked to hear that. Thanks for your input.

Oh, absolutely, of course. I mean, for me, I ordered mine through Verizon Wireless.

[Smokeaire01]

Thanks, unfortunately they say to do that they have to charge me for another device until they get this one back. I am not OK with them charging me twice (even if only temporarily) for a phone that is in this bad of shape when they cant even give me an idea as to when the new one will get here. I just wish there was a physical store I go to to deal with this. This is horrible customer service.

Putting a hold on your credit card is an industry standard procedure. I've had that done many times and it all worked well When you send the dirty unit back it is a wise idea to insure it.

[AntikytheraTech]

Oh, absolutely, of course. I mean, for me, I ordered mine through Verizon Wireless.

Thanks, sorry I think I initially quoted the wrong comment to reply to yours. Appreciate your input as well though! Yeah in hindsight I'm frustrated I ordered it through Google in the first place. I ordered on 9/30 and had to wait until 11/5 to receive it. My brother bought his weeks after I pre-ordered mine but he got his 10 days earlier, he also got it from Verizon. Call me crazy but I would have always thought the fastest way to get a new Google phone would be to buy it from Google, not go through a 3rd party carrier like Verizon... Go figure. But at the end of the day I don't mind waiting longer... just send something that is clean and actually new!

[ezdoit]

Putting a hold on your credit card is an industry standard procedure. I've had that done many times and it all worked well When you send the dirty unit back it is a wise idea to insure it.

^^^ TRUTH ^^^

[eric002]

Thanks, sorry I think I initially quoted the wrong comment to reply to yours. Appreciate your input as well though! Yeah in hindsight I'm frustrated I ordered it through Google in the first place. I have to wait until 11/5 to receive it. My brother bought his weeks after I pre-ordered but he got his 10 days ago, he also got it from Verizon. Call me crazy but I would have thought the fastest way to get a new Google phone would be to buy it from Google, not go through a 3rd party carrier... Go figure. But at the end of the day I don't mind waiting longer... just send something that is clean and actually new!

Yeah, I definitely hear ya. Hopefully Google will be able to correct the issue with you very quickly then go from there and make you a happy customer.

[davidnc]

Thanks, unfortunately they say to do that they have to charge me for another device until they get this one back. I am not OK with them charging me twice (even if only temporarily) for a phone that is in this bad of shape when they cant even give me an idea as to when the new one will get here. I just wish there was a physical store I go to to deal with this. This is horrible customer service.

Pretty much standard for every company to put a credit hold until they get the other one back. I have been there before to. They usually tell you when the replacement ships. Also get an email with tracking on the replacement pretty quick.

I had to on one of my Pixel phones before , got the email almost instant of the replacement shipping details.

It's always been a hit or miss when ever I had to contact google support though as to how helpful they are.

To be fair though that also typical with customer support help with other phone manufacturer's.

[Tomster88]

I pre-ordered a brand new Pixel 5 directly from the Google Store on 9/30/2020, this was the very first day they went up for pre-sale in the United States. I patiently waited for over a month for it to arrive.

It finally arrived and the shipping box was free of any damage. I opened the shipping box to find the white Pixel 5 product packaging inside, it was free of any visible damage, however it did not have the cellophane wrapper around it which I found strange as every other Google product that I have purchased has come with a cellophane wrapper. However the factory sealed tamper stickers were intact and looked perfectly fine so I dismissed the missing cellophane and continued unboxing the device.

I peeled off the tamper sticker seals and opened the box to find the phone face-down in the tray inside the box. This position is odd as every other phone I have received from Google is positioned such that you see the display when you open up the box. It laid face down, with the back of the phone fully exposed, there was no sticky plastic wrapping around the back of the device. The device was also very visibly dirty, with a smudge on the "G" logo, dust on the camera module and crumbs on the back of the body. I immediately began to document and take photos.

I then removed the device from the tray inside the box and flipped it over to inspect the front. There was a plastic sticker/wrapper on the display but it was crooked and very sloppily applied, with wrinkles at the top as well as air bubbles and crumbs between the plastic wrapper and the display. I took more pictures and immediately called Google Customer Support.

There is no way this device came off of an electronics assembly line from the factory (essentially a sterile and dust-free environment) looking this way. Unfortunately the agent I spoke to at Google said she could just process a warranty replacement for me. This means my credit card gets a hold charge placed on it for the full cost of another device until I receive the replacement and then return this one. That is entirely unacceptable given the fact that I have already paid full price for a brand new device and received nothing even remotely close to that. I have asked that it be escalated to a supervisor and they said they would need to call me back. Very frustrating experience considering the amount of money I paid for this. Anyone else ever experience something like this?! I am absolutely dumbfounded and incredibly frustrated.

My frustration is compounded by the fact that I cannot post this issue or these photos in the Google Device forum. I have tried multiple times and and as soon as I submit it says it will not upload because it violates their community policies. So I guess the only way I can spread the word about this is by posting here or on social media...? I just feel like they aren't taking my issue seriously and that perhaps getting the word out would help ensure they work to find a better solution for me and also prevent this from ever happening to someone else in the future.

How frustrating! I hope you get your new and clean phone soon. Charging your credit card is an industry standard though. It's even worse when they charge you full price for a 2-year-old phone lol! I remember when I'd have to replace my Pixel 2 with a warranty, they would still charge me $950 on the credit card for a 2-year-old phone until I sent the old one back. On a 2-year-old phone! but don't worry that charge will go away within a couple days once they get the phone.

[Mike Dee]

How frustrating! I hope you get your new and clean phone soon. Charging your credit card is an industry standard though. It's even worse when they charge you full price for a 2-year-old phone lol! I remember when I'd have to replace my Pixel 2 with a warranty, they would still charge me $950 on the credit card for a 2-year-old phone until I sent the old one back. On a 2-year-old phone! but don't worry that charge will go away within a couple days once they get the phone.

The charge goes away before they get it back because it's just a temporary hold.

[bkdodger2]

Sorry to hear it.. Did not know Google had a third color out... Sorta clean!

Stupid joke aside hope your new one is perfect and you enjoy it..

[zrock]

Thanks, sorry I think I initially quoted the wrong comment to reply to yours. Appreciate your input as well though! Yeah in hindsight I'm frustrated I ordered it through Google in the first place. I ordered on 9/30 and had to wait until 11/5 to receive it. My brother bought his weeks after I pre-ordered mine but he got his 10 days earlier, he also got it from Verizon. Call me crazy but I would have always thought the fastest way to get a new Google phone would be to buy it from Google, not go through a 3rd party carrier like Verizon... Go figure. But at the end of the day I don't mind waiting longer... just send something that is clean and actually new!

Makes perfect sense. Their big clients are going to have orders filled first before the individual customer.

[dmxjago]

Are you sure they are charging you? I had 2 pixel phones replaced and just recently my pixel buds 2 bc the charging case no longer held a battery charge and they just out a hold on my CC for the amount of the device but didn't actually charge it. Once the defective device is returned they release the hold, but they don't actually charge you. They only charge you if they don't receive the defective device.

Thanks, unfortunately they say to do that they have to charge me for another device until they get this one back. I am not OK with them charging me twice (even if only temporarily) for a phone that is in this bad of shape when they cant even give me an idea as to when the new one will get here. I just wish there was a physical store I go to to deal with this. This is horrible customer service.