- Sep 18, 2011
- 48
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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.
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.
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