Nightmare Pixel XL Malfunction and Resolution Story

[lovenokia]

I'm going to try and keep this post at a minimum but read on.

To begin the story I had preordered a Pixel XL in October 2016 and been using it up until mid march. One evening my device froze and I couldn't get it functioning so I decided to a force a shut down and restart it. After I shut down the device, I could not get it to turn back on. I literally tried holding the power and volume up/down as many times as I could but it completely failed on me. Shortly afterwards I called Google and they tried having me restart the phone holding the power button and volume rocker but obviously it did not work. Since I was out of warranty I was referred to go to UbreakiFix store and get the device repaired there. I went to the store and dropped off the device for a diagnosis. I was told I would get a call back in a couple days, but I did not. After one week I decided to call the store and they told me they decided to order a new battery just in case the one they had was not functioning properly. I waited yet another week and no reply so I decided to call again. There was still a wait on the battery due to the need of shipping batteries only through a ground service. I didn't get a call back for around another week until they told me they could not repair the device. Once I found this out I decided to give Google a call and look for another route on device support. They decided to escalate support and asked for the location of the UbreakiFix store in order to contact them. After this phone call I was told Google would get back to me, but after two weeks I had received no contact. I decided to call back and this time they asked me for documentation of the repair even though I was never told to give it the first time. I then had to go back to the UbreakiFix store and ask for a detailed write up from the technicians that attempted to repair my device. Once I got this information I emailed the information to Google and received an email that the information been received. I waited about two weeks and I had once again received nothing from Google's part other than the first initial email. I decided to call again but there was no progress on the status of the escalation as I was told no decision had been made. I waited once again, and two more weeks later there was no progress made on the escalation. I called again and there was no update. There after three from this second phone call I received an email that google decided to give me a refurbished pixel XL of the same configuration as my device. It was a long frustrating process but at least Google decided to give me a new device out of warranty. Now I'm curious what you guys think, and whether I should ask Google to give me a new device and rather a brand new Pixel 2 XL for the quality of service.

TLDR

My phone took a **** on itself, couldn't be repaired by UbreakiFix and it took me over 2 months after initially contacting Google to finally resolve the issue.

 

[digitalterry]

Given that it's out of warranty, I don't think it's reasonable to ask for a replacement that is a newer model. You could ask if they would provide a discount on a newer model but I doubt you will get more than $50-$100 off.

 

[Rukbat]

Your phone was months old, so you could have asked, but I doubt they would have given you a new one.

But they are pretty good. Try getting service like that from Samsung. By the time they replace your phone ... you'll start with an S9, but they'll be offering you a refurb S10, and the S15 will already be old.

 

[lovenokia]

The device was 18 months old, more than just a few months old. I've never experienced Samsung support so I'll just take your word on this. Do you not think that the length of time was not ridiculous? I know had I gone to the apple store with this same issue I would have got this resolved in much less time. Although I hate iOS, the apple support would have been much easier in this scenario.

 

[digitalterry]

The device was 18 months old, more than just a few months old. I've never experienced Samsung support so I'll just take your word on this. Do you not think that the length of time was not ridiculous? I know had I gone to the apple store with this same issue I would have got this resolved in much less time. Although I hate iOS, the apple support would have been much easier in this scenario.

I agree, Apple support is stellar. It would have been handled much quicker. If you call them, I'd mention that.

 

[pizza_pablo]

The device was 18 months old, more than just a few months old. I've never experienced Samsung support so I'll just take your word on this. Do you not think that the length of time was not ridiculous? I know had I gone to the apple store with this same issue I would have got this resolved in much less time. Although I hate iOS, the apple support would have been much easier in this scenario.

You were out of warranty. Google was not obligated to do anything. Even tho it took two months to resolve, you should be thrilled that Google gave you a replacement, out of the goodness of their heart. Again, Google was not obligated to do anything. Google could easily have told you, "tough luck Charlie" and moved on. You should be grateful for what they gave you.

 

[Itsa_Me_Mario]

You were out of warranty. Google was not obligated to do anything. Even tho it took two months to resolve, you should be thrilled that Google gave you a replacement, out of the goodness of their heart. Again, Google was not obligated to do anything. Google could easily have told you, "tough luck Charlie" and moved on. You should be grateful for what they gave you.

As much as I empathize with the OP, logically have to agree with this.

 

[Itsa_Me_Mario]

I agree, Apple support is stellar. It would have been handled much quicker. If you call them, I'd mention that.

Apple replaces out of warranty devices for free even if you're not an Apple Care subscriber?

 

[Lilybell2]

You were out of warranty. Google was not obligated to do anything. Even tho it took two months to resolve, you should be thrilled that Google gave you a replacement, out of the goodness of their heart. Again, Google was not obligated to do anything. Google could easily have told you, "tough luck Charlie" and moved on. You should be grateful for what they gave you.

Absolutely correct. The device was months out of warranty. Google could have opted to do nothing and been well within their right to do so.

 

[digitalterry]

Apple replaces out of warranty devices for free even if you're not an Apple Care subscriber?

No but they would fix/supply refurbished within a day or two is my experience.

 

[Itsa_Me_Mario]

No but they would fix/supply refurbished within a day or two is my experience.

For an out of warranty device with no support plan?

 

[lovenokia]

You were out of warranty. Google was not obligated to do anything. Even tho it took two months to resolve, you should be thrilled that Google gave you a replacement, out of the goodness of their heart. Again, Google was not obligated to do anything. Google could easily have told you, "tough luck Charlie" and moved on. You should be grateful for what they gave you.

I understand that it was out of warranty, but this case was unique in that they were unable to repair it. The device did not have any water damage and it was under two years old. I do think that having a high end smartphone fail within the two year gap is quite ridiculous, but it was even worse that it was unable to get repaired. Had this device been repairable I would have been content with paying the cost of repair. Had a customer gone to the apple store with a device not turning on, and them not being able to repair it I'm certain it would have been replaced on the spot. I am just making the point that due to Google being unable to provide full support for a product they created failed, they should be responsible for helping me out. I am grateful with the refurbished device, but due to the delays I think a brand new device would have been appropriate.

 

[Itsa_Me_Mario]

I'm sorry but I strongly disagree that a brand new device a generation newer should be expected. From a letter of policy standpoint, you're entitled to zero. They threw you a bone and gave you a free device and it seems incredibly ungrateful to complain that the free device isn't as nice as it could be. Who cares, it is a free device. If you want a new 2 XL and the 2 year warranty it comes with, buy it and use the 1st Gen device as the trade in.

 

[hallux]

I understand that it was out of warranty, but this case was unique in that they were unable to repair it. The device did not have any water damage and it was under two years old. I do think that having a high end smartphone fail within the two year gap is quite ridiculous, but it was even worse that it was unable to get repaired. Had this device been repairable I would have been content with paying the cost of repair. Had a customer gone to the apple store with a device not turning on, and them not being able to repair it I'm certain it would have been replaced on the spot. I am just making the point that due to Google being unable to provide full support for a product they created failed, they should be responsible for helping me out. I am grateful with the refurbished device, but due to the delays I think a brand new device would have been appropriate.

When you bought the phone, did you read and understand the warranty terms? You did? Good, then you know that the device had a ONE YEAR warranty. Google owes you nothing after that one year, they were very gracious to have given you ANYTHING. If you wanted to be sure to get a replacement device if yours failed after that one year, you should have paid for extended coverage or checked with your credit card company to see if they offer extended coverage on items purchased with the card.

Oh yeah, during that one year warranty, Google is within rights to replace with a refurbished device.

Does it stink that the device failed before the two year mark? Sure, but it happens.

 

[digitalterry]

It's certainly worth considering how a company deals with the issues versus your preference for the OS. If you love Android more than you like how Apple fixes devices more quickly (or might be more flexible) then you have to live with the situation.