I just wanted to give the community a heads up to see if anyone else had the issues I'm going through now or warn everyone of the shenanigans that Google is pulling with their trade-in program for the Pixel 2 / 2 XL.
I preordered the Pixel 2 on the announcement day and selected the trade-in option as they were giving a reasonable $360 for my old Pixel 128GB black model. It was in mint condition with a screen protector, D-Brand skin and Spigen case on it since I took it out of the new box. I knew it could fetch a bit more on Ebay, but figured the trade-in amount was fair and it would save me the trouble of listing it and having Paypal and Ebay fees withdrawn from it.
I got the Pixel 2 and proceeded to send in my old Pixel after removing the skin, case, screen protector, wiping it to factory default and removing the SIM as instructed. I then packed it in the original box and then bubble wrapped it and put it into another shipping box. I found the padded envelope they supplied for the trade ridiculous as it wouldn't have survived a USPS journey very well.
Fast forward to Friday, 10/4 where I get this email:
"Hi,
After examining the device you submitted for Trade In, we found that it was different from what you indicated in our Trade In wizard.
Because of this, we've adjusted your Trade In credit from $360.00 to $260.00. Look for a refund of $260.00 on your form of payment(s) soon.
To get more info about how we evaluated your phone, see the device checklist in this email.
Assessed device condition
Unknown Phone
neutral Incorrectly reported phone model "
----------------------------------------------------------------------------------------------------
I called on Friday and got a sympathetic customer care agent that was going to work on resolving this and email or call me later about the status. I then called yesterday to find out what is going on as I've heard nothing back and my AMEX just got the credit for $260 applied to it. The agent keeps putting me on hold and coming back saying it was an unidentified phone and I'll only be getting $260 for the trade. That makes zero sense as it's a Pixel 128GB in mint condition I kept stating. He then tells me a third party company reported this, so obviously some fraud is going on here, I'm thinking. I was furious
and politely told him I'd like to set-up a return on my Pixel 2 and get my old Pixel back and will be taking my purchase elsewhere as this is a bait and switch and is being handled very poorly. He then puts me on hold and has to speak with someone, comes back to tell me I have to wait another day for someone to contact me about this as he can't finalize things right now or resolve it. He would only give me his first name and some long # for tracking of this problem.
I hope others have been getting a smoother experience on the trade-in. I'll definitely update this thread once I hopefully hear more.
Until then just beware that they aren't honoring the trade-in amounts and I sent them a phone that looked brand new and worked perfectly.
I preordered the Pixel 2 on the announcement day and selected the trade-in option as they were giving a reasonable $360 for my old Pixel 128GB black model. It was in mint condition with a screen protector, D-Brand skin and Spigen case on it since I took it out of the new box. I knew it could fetch a bit more on Ebay, but figured the trade-in amount was fair and it would save me the trouble of listing it and having Paypal and Ebay fees withdrawn from it.
I got the Pixel 2 and proceeded to send in my old Pixel after removing the skin, case, screen protector, wiping it to factory default and removing the SIM as instructed. I then packed it in the original box and then bubble wrapped it and put it into another shipping box. I found the padded envelope they supplied for the trade ridiculous as it wouldn't have survived a USPS journey very well.
Fast forward to Friday, 10/4 where I get this email:
"Hi,
After examining the device you submitted for Trade In, we found that it was different from what you indicated in our Trade In wizard.
Because of this, we've adjusted your Trade In credit from $360.00 to $260.00. Look for a refund of $260.00 on your form of payment(s) soon.
To get more info about how we evaluated your phone, see the device checklist in this email.
Assessed device condition
Unknown Phone
neutral Incorrectly reported phone model "
----------------------------------------------------------------------------------------------------
I called on Friday and got a sympathetic customer care agent that was going to work on resolving this and email or call me later about the status. I then called yesterday to find out what is going on as I've heard nothing back and my AMEX just got the credit for $260 applied to it. The agent keeps putting me on hold and coming back saying it was an unidentified phone and I'll only be getting $260 for the trade. That makes zero sense as it's a Pixel 128GB in mint condition I kept stating. He then tells me a third party company reported this, so obviously some fraud is going on here, I'm thinking. I was furious
and politely told him I'd like to set-up a return on my Pixel 2 and get my old Pixel back and will be taking my purchase elsewhere as this is a bait and switch and is being handled very poorly. He then puts me on hold and has to speak with someone, comes back to tell me I have to wait another day for someone to contact me about this as he can't finalize things right now or resolve it. He would only give me his first name and some long # for tracking of this problem. I hope others have been getting a smoother experience on the trade-in. I'll definitely update this thread once I hopefully hear more.
Until then just beware that they aren't honoring the trade-in amounts and I sent them a phone that looked brand new and worked perfectly.
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