Anybody get a warranty replacement before?

[diesteldorf]

Yesterday, my phone was sitting around doing nothing and developed a white bar that covered around 25-30% of the screen. It made it extremely difficult to see the numbers to type in my pin and unlock the phone.

Luckily, the white bar shrunk and now it is only covering a very small area of the phone on the right hand side from top to bottom.

I did some research to see if this had evry been reported with other phones and or displays. The phone has had no physical damage.

I am pretty sure that it is a hardware issue and that the warranty will cover it.

What a better time to take advantage of the 24/7 phone and chat support!! I had someone on the phone in minutes and quickly described the problem, but when I shared my screen, she couldn't see what I was describing. However, she asked me if I could take a picture and show her.

I sent her a photo like the one I am posting, and she could clearly see it. She put me on hold a few times and was very nice, but also asked me a few times if I was sure I didn't damage or drop the phone.

At first, she sent me an email with RMA return instructions and a prepaid USPS label. However, I asked her if it would be possible to put a hold on my credit card and send me a replacement first.

Part of this was because I didn't want to switch back to another device, but I was also looking forward to having my Pixel over the Thanksgiving holiday.

She put me on hold again and said she would followup in 2-3 days and that should receive a link that will allow me to order a replacement phone. After receiving the replacement, I'll have around 14 days to return my current defective one. Has anyone been through Google's process before?

I have two reasons for wanting to get a replacement ASAP:

1) There is a chance I could still get a brand new unit, assuming they don't already have a stockpile of refurbished units
2) I am leaving on vacation on 12/3 and would like to have this resolved by then.

After a few hours, I did call them back and ask if it would expedite the process if I returned by current phone ASAP, but they advised me to hold on to it and wait for my followup call and/or email so I can order a replacement.

Part of me is a little concerned because I have a Pixel XL 128 GB Quite Black. If I do order a replacement, will it take me a few weeks to receive it?

Lastly, looking at my picture, has anyone ever had similar issues?

Edit...Son of a.....

Just as I was finishing this post, the white line got bigger and my phone started blinking.....See picture #2.

This better be 100% covered by warranty. I got the phone around 10/22 and have been using it for nearly one month with no issues until yesterday.

 

[diesteldorf]

I'll probably call them again tomorrow, since, as you can see by picture #2, a good chunk of the screen unusable and I can't see enough to do anything with the constant blinking. Could someone do me a favor and post the Google Pixel Support phone number or send me a PM, since I can't really access it from my phone anymore?

 

[Go0gle]

I have used the RMA process 4 times (total, not on the Pixel). Every time has been precisely as follows:

1) I make my complaint via phone, usually an extremely minor one, such as slight white uniformity issues on the screen (I am very picky)
2) Google representative tells me to do a few incredibly basic troubleshooting steps I have always already done, then agrees it's defective.
3) They send me a link to "re purchase" the device (free shipping, same method originally used) along with a link with a pre-paid shipping label for my previous device. They also pre-auth my credit card for the full price of the new device (that charge never posts). They warn you that you may have to pay for it if they find out there is no issue, but that has never happened to me and I have RMA'd devices for extremely minor reasons.
4) Wait for the new phone to arrive, while using the old one in the interim.
5) Receive new phone (usually BNIB but back in the Nexus5 days I once received a refurb which was indistinguishable from new)
6) Send back old phone and continue on as normal with the new phone. Credit card never gets a posted charge on it for the new device.

They have been amazing to deal with, and as a result I outright purchase my phones/tablets from them every time specifically to get that worry free warranty service.

 

[Almeuit]

Yep. See my thread linked below (I would rather that than re-type it) .

http://forums.androidcentral.com/go...2816-my-google-pixel-xl-s-untimely-death.html

 

[diesteldorf]

Thanks for sharing. Both of your experiences are definitely encouraging. They sent me a link with an RMA only and instructions on how to return my phone first, before getting a replacement device.

I am glad I checked to see if they had a procedure that would allow me to get the replacement phone first, since I'll feel much better about having the replacement before sending my current one back.

I am still waiting to get the link to re-purchase the replacement. I'll probably wait until Friday and call again if I need to.

 

[diesteldorf]

Just wanted to followup.....
I was never offered the option of ordering a replacement first and would've gladly taken it. They left me a message on 11/25/2016 that they were unable to cancel the standard RMA exchange and switch it to an advanced exchange.

This left me slightly irritated, since I would've sent the original one back to them the day after reporting the initial defects, but because of Thanksgiving weekend, I didn't get a chance to return it until 11/28/2016, one week later.

I tracked the return and showed they received on 12/3/2016. However, it didn't get processed until 12/8.

Today, out of the blue, I had a box sitting outside my door. There was no packing slip or email advising me that the replacement device had been sent.

Regardless, I am 99.99% sure it is a brand new device, so it's all good.

During the nearly 3 week delay, I reverted back to using my Nexus 6P and was concerned, afgter a couple calls, that no one could advixe me when the replacement would be sent,

It got to the point, where I was contemplating disputing the initial credit card charge, as it had been almost 60 days since I paid for the original phone.
I was reminded about why I liked the Nexus 6P and I was tired of going through anymore hassles and thought about just keeping the 6P for another year.

Regardless, good job Google.

Just a tip for others: if you are stuck in a similar situation, please tell the rep right away that you are interested in the advanced replacement option.
I wish I had been offered that immediately.

 

[WillyBean12]

My Pixel just stopped working a couple weeks ago. We called Google support and after trying to few different solutions, they sent us a replacement. The replacement came quickly and so far no other issues. Google support did a great job.

 

[andrew_ackley]

Just wanted to followup.....
I was never offered the option of ordering a replacement first and would've gladly taken it. They left me a message on 11/25/2016 that they were unable to cancel the standard RMA exchange and switch it to an advanced exchange.

This left me slightly irritated, since I would've sent the original one back to them the day after reporting the initial defects, but because of Thanksgiving weekend, I didn't get a chance to return it until 11/28/2016, one week later.

I tracked the return and showed they received on 12/3/2016. However, it didn't get processed until 12/8.

Today, out of the blue, I had a box sitting outside my door. There was no packing slip or email advising me that the replacement device had been sent.

Regardless, I am 99.99% sure it is a brand new device, so it's all good.

During the nearly 3 week delay, I reverted back to using my Nexus 6P and was concerned, afgter a couple calls, that no one could advixe me when the replacement would be sent,

It got to the point, where I was contemplating disputing the initial credit card charge, as it had been almost 60 days since I paid for the original phone.
I was reminded about why I liked the Nexus 6P and I was tired of going through anymore hassles and thought about just keeping the 6P for another year.

Regardless, good job Google.

Just a tip for others: if you are stuck in a similar situation, please tell the rep right away that you are interested in the advanced replacement option.
I wish I had been offered that immediately.

Glad to hear it turned out ok.

 

[Frankiefaithful]

Google has had my friends phone since December 20th 2016. Today is January 31st and they can't provide him with any indication of when he might get it back. They also can't refund the money because he bought it through a service provider. He says he wants to pursue legal action and take them to small claims. As far as I'm concerned, 41 days is beyond acceptable. What do you think?

 

[anon(847090)]

Google has had my friends phone since December 20th 2016. Today is January 31st and they can't provide him with any indication of when he might get it back. They also can't refund the money because he bought it through a service provider. He says he wants to pursue legal action and take them to small claims. As far as I'm concerned, 41 days is beyond acceptable. What do you think?

how is google providing support for a device that u bought from other service provider?
they ask u to contact the service provider for repair or replacement..
also, google usually send out a new device(with hold on your card for that phone until old returned) and ask u to return ur old phone.

the things u r explaining are the opposite of what google does