1. John Lendy's Avatar
    Last week my pixel start to overheat. It happened twice so I figured it was the battery. I get in touch with google support who agrees to replace it. I follow all their steps and send my device in.

    After confirming that they had it for a few days I decided to check on the status. They told me my warranty was being denied because my phone was illegal and I needed to contact the store I brought it from. Problem with that was this device was a replacement from the play store.

    Next they said I sent in the wrong device and they are still waiting on the correct one. IMEI numbers match perfectly from the one they sent me before. That's the device I returned to them. It matched my RMA and everything. If it was stolen then Google sent me a stolen device for a replacement.

    Now they said it will be investigated and that could take 10 business days. I complained but haven't gotten another reply.

    I think my device is gone. Google accidentally switched it with a different pixel after removing it from the package. Idk somehow things got screwed up after my phone arrived. I'm in the US. I'm not sure what my options are beyond a lawsuit. I just can't believe they are doing this to me.

    I was honestly going to get a pixel 3. I thought about sticking it out until it was released and ignore the hot battery since it didn't happen every day. But I'm like google support has been great. Let them fix it and keep this one as a backup. Now, if they don't get this fixed I'm not touching another pixel.
    09-27-2018 05:01 PM
  2. Kirstein Gourlay's Avatar
    Sounds like a nightmare
    John Lendy likes this.
    09-27-2018 06:02 PM
  3. John Lendy's Avatar
    Called in this morning. All he could tell me is that they say I sent the wrong device and a team is working on it. I informed him that answer wasn't working for me. I wanted to know what device they were claiming I sent in. He couldn't tell me.

    Only offer I have now is that he'll call the team with the device and find out what this device is that they have. Then he offered to call me back. I said, don't worry if I don't hear from you soon enough I'll be calling you.

    That was 3 hrs ago. I'll be calling again in 5 hrs. We played around with this long enough. No reason for it to take 2 weeks to get me any information.
    09-28-2018 09:44 AM
  4. John Lendy's Avatar
    No word from google but just got a shipping notification on my replacement. Doubt I'll ever find out what the issue was. Let's just hope my replacement is a good one.
    09-28-2018 12:38 PM
  5. Rukbat's Avatar
    It's Google. They sent me 3 replacement phones (don't ask - and the problem still isn't fixed - they haven't found the cause yet). I returned 2 of them packed together. It took 3 weeks for the pre-authorization to clear my bank. The 3rd? They received it on the 17th (I know have a couple of emails confirming that.) Two days ago (the 26th - 9 days after they had received it - but not logged it in properly - I received an email that, since I hadn't returned it, they were charging me for it. It took an hour on the phone to get them to issue the 2 emails - one that they found it and one that since it was returned on time, they'd issue a credit.

    I didn't mind the pre-authorizations (too much) - the bank still pays interest on pre-auth money (and it's not pennies), but now I'll be missing over $800 from my account for - 10 days? 2 weeks? A month? Who knows?

    Tech support is great. Programming is great. (I'm working with a software group to find and fix the problem - and I've probably had more experience doing this type of thing than the entire group, including the team leader, combined.)

    But keeping track of incoming packages? They should use a Pixel to do that. Counting on their fingers isn't working any more.
    J Dubbs likes this.
    09-28-2018 01:37 PM
  6. Kirstein Gourlay's Avatar
    It's a lot of money if you don't have much, pre-authorising $800 and then taking 10 days to credit it back ..
    09-28-2018 02:08 PM
  7. davidnc's Avatar
    No word from google but just got a shipping notification on my replacement. Doubt I'll ever find out what the issue was. Let's just hope my replacement is a good one.
    WoW , anyway main thing is they sending you ,,your replacement. Even tho you may never know the details on the mixup.

    btw I got a replacement Sept 4 , its been fine no issues. Hopefully yours will be to

    I dropped mine tho and cracked screen, was my fault I had to get replaced
    09-29-2018 09:45 AM
  8. John Lendy's Avatar
    Going into Verizon tomorrow to try a different sim. It doesn't see it at all. I've tried reinserting 10 times at least. It only goes in one way.
    10-03-2018 01:18 AM
  9. dlalonde's Avatar
    I feel your pain! The problems I had with the replacement support is the sole reason I'm never ever buying a Pixel again.

    One there was a 'bug' with my return. I never got the RMA and return labels. They kept telling me the escalated the issue and I would get an answer within 24 to 48 hours but I never got any information or update. So I kept contacting them every two days (after the delay they gave me) and spoke to in excess of 12 people. I even got attitude by one of the reps who told me I shouldn't contact them and that they would come back to me when they come back to me.

    The whole ordeal lasted over a week without me even knowing if and when I would ever get the RMA to get a replacement, let alone the replacement itself.

    Paired with the fact that I got 3 defective replacements within a month, that was the final nail in the coffin for me. They are absoluetly horrible... it's one of the worst customer service I've ever seen and at that price it's absolutely unacceptable... and unfortunately they don't give a crap...
    10-03-2018 08:50 AM
  10. John Lendy's Avatar
    I feel your pain! The problems I had with the replacement support is the sole reason I'm never ever buying a Pixel again.

    One there was a 'bug' with my return. I never got the RMA and return labels. They kept telling me the escalated the issue and I would get an answer within 24 to 48 hours but I never got any information or update. So I kept contacting them every two days (after the delay they gave me) and spoke to in excess of 12 people. I even got attitude by one of the reps who told me I shouldn't contact them and that they would come back to me when they come back to me.

    The whole ordeal lasted over a week without me even knowing if and when I would ever get the RMA to get a replacement, let alone the replacement itself.

    Paired with the fact that I got 3 defective replacements within a month, that was the final nail in the coffin for me. They are absoluetly horrible... it's one of the worst customer service I've ever seen and at that price it's absolutely unacceptable... and unfortunately they don't give a crap...
    I did fix the sim issue. If my sim isn't in at the start of the initial setup it doesn't see it without a hard reset. Nothing else would work. It's a bug. But it isn't hard to work around. Once my device is setup I can remove and add my sim and a restart gets it working.

    The real issue here isn't just with Google. Samsung has issues too. I've had samsung deny any problems ever exist and kept blaming the carrier and my phone was in warranty. Finally the carrier let me upgrade for free because they couldn't get my phone working and samsung would not lift a finger to help them.

    Looks like the only one offering decent support is apple. Granted google didn't have to replace my phone for free. My warranty had long since ended. It seems like a 3rd party is handling the rma process and they are not doing a good job with it. I hope they can find a way to address this issue.
    10-05-2018 05:29 PM

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