Google support transcript: If your trade-in is lost by USPS

[gnahc79]

FYI, hopefully my trade in lands and I won't have to deal with any exception handling by Google support

Logan
9:18 AM
Thanks for contacting Google Support. My name is Logan.
Logan
9:18 AM
Thanks for being a Preferred Care customer. My name's Logan! It's a great day here at Google! How are you doing?
[me]
9:19 AM
Hi great thanks
[me]
9:19 AM
What should I do if my trade in is lost or stuck in delayed? the usps tracking# is xxxxxxxxxxxxxxxxxxxxxxxxx
Logan
9:20 AM
I'm glad to hear you're doing well. Let me take a look into this.
Logan
9:26 AM
Thanks for your patience while I was checking my information. It usually takes 5-7 business days for a trade-in package to get back to us. If the package is still stuck in transit by the end of business on Friday, we can escalate it as a package lost in transit.
[me]
9:27 AM
Ok, so what happens if the trade in is marked as " package lost in transit"?
Logan
9:29 AM
If needed, we escalate to a special team that does an investigation with the shipper. If the package is lost in transit we provide a refund equal to the post-inspection value (PIV) you were provided.
[me]
9:30 AM
That's good to know. Ok I will wait until EOD Friday than. Thank you for your help

 

[SpookDroid]

Standard Modus Operandi for this kind of trade-ins. Their shipments are insured, but they have to make sure the package was really lost and not stolen by you or their drivers.

 

[gnahc79]

The official insurance coverage with the USPS is $50, so I was concerned that I would have to jump through a bunch of hoops to get the PIV. Good to know that Google will honor the PIV in the case of a lost/stolen trade in.

 

[jkan33]

I'm having the exact same issue--chatting with Google now. Thanks for the heads up, I feel much better knowing they'll take care of me regardless of where the phone may be.

Anyone else suspect a theft ring down in Atlanta? Google didn't make it too difficult for anyone to tell that there are phones in these thinly-padded envelopes.

 

[gnahc79]

My phone finally arrived at the trade in center this morning. Hopefully the actual trade in will go smoother.

 

[jkan33]

When did you ship it? And did you have any "delays" from USPS? I shipped mine on 10/21 and it's been "delayed" according to USPS since 10/26.

 

[gnahc79]

I dropped it off at my local post office on 10/19. Online tracking the next day said it was scheduled to be delivered on 10/21. On 10/22 the package went into Delayed until 10/28. On 10/28 it landed in Atlanta, delivery on 10/30.

 

[pseudoware]

I really wish they'd just drop the repeated fake pleasantries, both online and over the phone.

 

[firebirder]

Anyone else suspect a theft ring down in Atlanta? Google didn't make it too difficult for anyone to tell that there are phones in these thinly-padded envelopes.

Having worked in Atlanta for 10 years (just left less than a year ago) I can yell you that is very likely.

 

[PhiPsi32]

I really wish they'd just drop the repeated fake pleasantries, both online and over the phone.

It's the etiquette that separates us from primitive savages . . .

 

[Richard Servello]

How did you get the tracking number?

 

[Rodawg71]

How did you get the tracking number?

It's on the label Google provided with the trade-in kit

 

[Richard Servello]

It's on the label Google provided with the trade-in kif

Yeah, I didn't write it down. Any other way?

 

[Rodawg71]

Yeah, I didn't write it down. Any other way?

Not that I know of. Maybe try using your trade in ID?

 

[Cameron Lakotich]

Same exact ship date, and then in Atlanta on the 21st followed "On it's way to destination" for 9 days still

 

[Rodawg71]

Same exact ship date, and then in Atlanta on the 21st followed "On it's way to destination" for 9 days still

Yeah...mine has been "delayed" in ATL since yesterday

 

[ccrs8]

I'm not sure if Google does the same thing for all phone returns, but when I returned a broken Nexus 5x for a Nexus Protect replacement device, I thought it was lost in delivery for quite some time. It turns out that the way Google handled receiving phones (at least with the Nexus Protect shipments) is that at the 2nd to last stop in the route, a bunch of phones are all consolidated in to one large shipment with its own tracking number and then sent to the final destination. It takes a while for that large shipment to be unpacked and the individual phones inside that shipment to be scanned as received. I was really freaking out because I had 14 days to return the phone and it was going through some hurricane-stricken areas - I really thought the phone was lost. I called around and I finally discovered that the phone had actually been received many days earlier and it just hadn't been scanned (yet) in a way that was reflected in online tracking.

 

[smartdashboard]

Same exact ship date, and then in Atlanta on the 21st followed "On it's way to destination" for 9 days still

Mine says the same. Still in transit for 8 days now. Although it reached Atlanta in two days.
Calling google support now..

 

[Jeremy8000]

It was 2 weeks and 3 days after mine was confirmed delivered to them before it was actually marked as received (I can understand a few days just to open the onslaught of boxes and get them logged in, but not that long)

Spoke with Google yesterday and they said it shouldn't take longer than another week or so to actually assess it. So I'm expecting it to be pushing a month, with a credit not being applied until after my first billing statement comes due.

 

[Pixelfan56]

Can I ship it FedEx?