Google store trade-in notification timetable?

[hal1]

After you sent your return phone to Google, how long before you are notified that they received it? I think I sent mine in this past Monday, four days ago

 

[victoryrules8]

it took me about 10 days. which was worth the wait. they quoted me 360 and actually gave me 410 was pleasantly surprised.

 

[myeatts7]

I sent mine in on 9/23. The tracking said it was delivered on 9/26. On 10/31 I asked a customer service rep how long it would take, they said they received it on the 27th and that it should take 4-5 business days for them to asses the phone and issue credit. Well my trade in overview still says "Trade In Initiated."

I am sure if I ask CS again they will say they are experiencing large volumes or something like that because I sent my XL in a few days after I received my 2 XL and im sure everyone that preordered did the same.

 

[myeatts7]

I sent mine in on 9/23. The tracking said it was delivered on 9/26. On 10/31 I asked a customer service rep how long it would take, they said they received it on the 27th and that it should take 4-5 business days for them to asses the phone and issue credit. Well my trade in overview still says "Trade In Initiated."

I am sure if I ask CS again they will say they are experiencing large volumes or something like that because I sent my XL in a few days after I received my 2 XL and im sure everyone that preordered did the same.

 

[myeatts7]

well I was told they are experiencing unexpected volumes and it could take up to 2 weeks more, but hopefully sooner. so then I talked to another CS rep and she said it should take 3 business days from the time they receive it. I told her they received it in the 27th. She then said she is going to escalate the issue and I should have a response in 24 hours about why it's taking so long

 

[loosecannon45]

I just received my trade in email today although it said I traded in a white xl when I sent in a black one oh well as long as I got the full amount

 

[MikeC01]

I just received my trade in email today although it said I traded in a white xl when I sent in a black one oh well as long as I got the full amount

I don't remember being asked the color of the phone when filling out the trade in form.

 

[loosecannon45]

I don't remember being asked the color of the phone when filling out the trade in form.

Neither do I but my email says incorrect phone and shows a white one not a black one

 

[hal1]

so I emailed them today, because I sent it in over a week ago. They said they received it. Don't know anything else yet, but I'm at least happy that I know they have it in their hands

 

[Jeremy8000]

Google's slow handling is, whether with this intent or not, working to their benefit and against their customers. Many of us were motivated to update to a Pixel in part because of the substantial reduction in effective cost afforded by the quoted trade-in value, which, so long as the device is in fully functioning condition, meets their prequalification questions, and only showing reasonable cosmetic wear and tear, we should absolutely receive.

On ordering with a trade-In, upon receiving the device, we have 15 days within which to return the new device for a refund. If we send it back within ... let's say 3 days, Google should have it within a total of 5-6 days, and even if it takes them 7 days to provide a quote, we're at 12-13 days. If a revised quote is issued and substantially lower, we're still at a point we can make the decision to accept the reduced quote or cancel and simply return the new device, being effectively made whole to where we were before.

From my conversation with a Google Play Store rep regarding why I still hadn't heard anything on mine yet (not even an acknowledgement of receipt) after 8 calendar days from their receipt as confirmed by tracking:



Note that this is as of yesterday (11/6), by which point they had already had my trade-in received for a full week (as of 10/30).

If this is accurate, there is no scenario wherein we would be able to make a purchase with trade-in under contingency that if the final value offered is substantially diminished we could simple step out of the transaction. It puts the 3rd party in a position where they are less likely to have lower offers declined, as those submitting the trade-ins are now financially committed to the expense of the new device without the recourse of being able to cancel both aspects of the transaction.

Google should take ownership of the fact that this trade-in evaluation period is going grossly beyond the 3 business days quoted at time of trade-in during purchase (or 5 calendar days as indicated in the trade-in packet later received). In the event that a reduced amount is offered, they should extend that window of right to return the new device for refund to afford the purchaser the range of options they would have had had Google and whatever 3rd party is managing the trade-ins honored their stated timeframe.

 

[gnahc79]

still no status update for me either (mailed 10/19, received by 3rd party 10/30 in Atlanta). Waiting 2 weeks is not good. The longer we wait, there's an increased chance that something could go wrong with the device prior to being assessed.

 

[gibsonb2]

Same here. My original Pixel XL was delivered on 10/30 to Atlanta. I have yet to receive any information regarding their receipt or anything relating to the trade-in.

 

[hal1]

so I emailed them today, because I sent it in over a week ago. They said they received it. Don't know anything else yet, but I'm at least happy that I know they have it in their hands

Keep in mind here, no generated email confirmation of receipt, just a confirmation with them through a contact email

 

[gabbott]

According to USPS tracking my first trade in was delivered to them on 10/24 but I've heard nothing yet.

 

[bcbbanga4l]

My trade in arrived 11/3rd. so hoping this week they get to it. Constantly checking the status on the order page but no change as of yet.

 

[hal1]

According to USPS tracking my first trade in was delivered to them on 10/24 but I've heard nothing yet.

This makes me feel better, knowing that just because they don't send out a confirmation that they received it, they might indeed actually still have it

 

[myeatts7]

I wouldn't hold your breath. Ive had two reps tell me in the past two days that it will be some time even though they received it on 10/27. Both told me 4-5 business days and then I told them I had tracking info from the USPS that it was delivered on the 27th, which the reps then confirmed it was received and then told me 2 weeks. So you wont get an email or a change in the status until they actually look at it I guess.

"I'd escalated your case to our product specialists, and according to them, I would like to inform you that due to unexpected volumes, Trade In assessments of Pixels are moving a little slower than we’d originally hoped. Our team is working quickly to get back up to speed and we’re aiming to assess your device within the next 2 weeks-- ideally even sooner. We’ll be here to help if you want to check in along the way."

"I'm sorry for the inconvenience. Due to unexpected volumes, Trade In assessments of Pixels and other devices are moving a little slower than we’d originally hoped. Our team is working quickly to get back up to speed and we’re aiming to assess your device within the next 2 weeks-- ideally even sooner. Thank you for your patience and understanding. We’ll be here to help if you want to check in along the way."