Pixel 2 Trade-In Nightmare - Buyers Beware!!!

[AgentRedlum]

I did. pictures of the phone and a video of me doing the factory reset

 

[dwboston]

I got my $410 refund this morning. Process was painless for me - sorry for the folks who have had issues.

 

[AnnDroid]

Glad to hear that. How is the process for an appeal? I can only imagine how frustrating this must be. I got my $410, but wouldn't want the process of fighting for it.

 

[Jeremy8000]

Glad to hear that. How is the process for an appeal? I can only imagine how frustrating this must be. I got my $410, but wouldn't want the process of fighting for it.

Good question. Day 53 they've had my device delivered to them without even assessing it (and 21 days since the sole proactive communication on Google's part where they apologized for the delay and promised to complete the assessment in 10-15 days), and they are non-responsive to requests for update or for contact information for the 3rd party so I can seek redress through them.

If Google wants to defer liability for the program to the 3rd party acting as their representative, they should at least provide a means by which to contact them.

 

[AgentRedlum]

Appeal process consists of Google opening a ticket and looking into it. My concern is that the phone was assessed (incorrectly) and then was moved, dumped in a bin, who knows, and now there is no way to trace it back to the trade-in ID or the box it was shipped in. However, Google has to know that my previous active phone was a Pixel XL. How else was I getting free photo/video storage? The phone was tied to my Google account. They should also be able to see that it's no longer active. Hopeful they are thorough in their investigation and it isn't just my word against theirs...if pictures and video "evidence" aren't proof enough.

 

[Jeremy8000]

Appeal process consists of Google opening a ticket and looking into it. My concern is that the phone was assessed (incorrectly) and then was moved, dumped in a bin, who knows, and now there is no way to trace it back to the trade-in ID or the box it was shipped in. However, Google has to know that my previous active phone was a Pixel XL. How else was I getting free photo/video storage? The phone was tied to my Google account. They should also be able to see that it's no longer active. Hopeful they are thorough in their investigation and it isn't just my word against theirs...if pictures and video "evidence" aren't proof enough.

If that's it, I opened one on 11/29, got an email on 11/30 promising to follow up in 1-2 days. No word yet. Called in again today, the rep confirmed seeing that they had opened a ticket that had never been followed up, and said she could open a new ticket.

I don't think I'm being cynical at this point when I expect no better results.

 

[AgentRedlum]

If that's it, I opened one on 11/29, got an email on 11/30 promising to follow up in 1-2 days. No word yet. Called in again today, the rep confirmed seeing that they had opened a ticket that had never been followed up, and said she could open a new ticket.

I don't think I'm being cynical at this point when I expect no better results.

Yikes. That's concerning.

 

[fjd726]

For those who traded in an excellent condition OG Pixel XL, do you think it was worth trading it in for the new one? Anyone regret it? I have an excellent OG Pixel and just wondering whether the 2 XL is much better than the original.

 

[cyndie1030]

I only had the Pixel XL for a month that Google gave me for free when my 6P had the battery drop issue. I figured it was worth it for the $400 trade-in but it was the 3 years of updates versus the 1 year I'd have with the OG Pixel XL that made me go for it. I got the Pixel 2 and have been happy with it.

 

[bigbearballs]

For those who traded in an excellent condition OG Pixel XL, do you think it was worth trading it in for the new one? Anyone regret it? I have an excellent OG Pixel and just wondering whether the 2 XL is much better than the original.

OG pixel XL is so good that it makes the pixel XL 2 hard to be that much better. For me the battery life is much better, but it's a year newer. The camera, speed of the phone, and other intangibles seem the same. The reason I moved up was I knew my OG XL wouldn't be worth much in a year where as this XL 2 will still command some money. With a $400 trade in and $350 from TMobile it was a no brainer.

 

[fjd726]

I've been checking used Pixel XL prices on Swappa and they're selling anywhere near 400 for a Mint condition one. I returned my 2 Xl awhile back but might be giving them another shot and hope to get a better display.

 

[dwboston]

I traded in an OG Pixel XL and it was worth it for me. The 2XL is a great phone, though the camera doesn't seem noticeably better the OG XL.

 

[AnnDroid]

I had the OG Pixel XL for 6 weeks. now have the P2XL Panda. The main reason I'm enjoying the Panda is the larger display and the better camera. I hate to admit this but, I'm a horrible photographer and the new phone has taken photos that make me very happy. oh, and water resistance is a big deal for me too. Between cooking and gardening I'm around water a lot. I don't plan to ever dunk the phone but it's nice to know that it would her gets splashed on it it's not dead.

 

[fjd726]

Might be worth it as the OG Pixel XL isn't worth much for now.

 

[libra89]

Might be worth it as the OG Pixel XL isn't worth much for now.

This. It makes for an interesting situation that selling it gets less over trading it in. At least for the small Pixel, that is.

 

[Jeremy8000]

Well, my saga is finally at an end. Having received my trade-in on 10/30 with a quoted turnaround time of 5 days, Google decided after 30 days to do the grand courtesy of emailing me on 11/30 apologizing and promising to complete it in 10-15 days. After that passed, and with no further notification or follow-through on two separate escalations they committed to, my device was finally assessed and credited over the weekend, for the full quoted amount (though I have to wonder what person at Google thought it would in any way be construed in a positive way by the customer to say "its value either matches or is more than the estimate," which is essentially letting me know that, best case, I got fair value, but there's certainly a chance I got screwed because in their estimation my phone is worth more than what they quoted (if they reserve the right to reduce the estimate, with that verbiage they should also maintain the possibility of increasing it).

Oh, Google's evidently official position on what to do if Google escalates and requests but is never provided an update from the 3rd party company? Wait 30 days and put in a new request. No next level escalations are available to them, and per them they neither can provide nor have themselves any telephone information for the 3rd party, nor can they provide email address or even identify the name of the company used.

Yay.

My advice to those considering the trade-in is that with processing times ranging from about 1 to 8+ weeks, consider the value of simply selling it outright if you can get reasonably close to value. If you're buying it with a credit card, your interest-free 'grace period' (typically 30 days) may well expire before you get your credit, meaning you'll either have to pay the full cost of the phone and then wait for the credit to come back at some point, or suffer interest charges.

The new models are still fantastic, but my recommendation to any who ask about the Pixel line has gone from a 9/10 to a 7/10 simply based on the need to lower expectations of quality of customer support, given how this process has gone. While my prior experience when needing assistance had always been stellar, if Google is slipping this badly in this aspect I have to anticipate that they may well slide in others as well.

 

[FesterTreo]

I traded in 3 phones, Samsung S7 ($150) and 2 Pixels ($350 each). I got all 3 credits even though one of my pixels corners was banged up (screen was perfect though). Process worked for me. Sorry for others who have had issues.

 

[libra89]

Just wanted to share my experience with the trade in process to hopefully give some hope since I was a little apprehensive originally at the beginning of this thread.

I ordered my Pixel 2 on 12/14 and the trade-in kit was shipped on 12/15 (side note, I was super lucky to get the Pixel on 12/16 - nope I don't live anywhere near Illinois). I finally got that kit on 12/21. I shipped my Pixel (Verizon model) it back to them on 12/22 with the assessed value of $345. They received it on 12/27. Today (January 2), they assessed my phone and issued a credit of $325 because they assessed it not as a Verizon model (lol).

That was much faster than I would have thought this would all happen. I would do it again though for sure. (Not my fault that they couldn't tell the model but still more than what I would get if I sold it myself.)

 

[SteveISU]

Well I utilized the google trade in program for my 32GB Pixel XL and was quoted $395 trade in value. They received my phone and determined it wasn't as described even though all three criteria were met (1. Factory data reset, 2. Turns on/off, no cracks in the screen). The device was mint. I took pictures and video of me FDR the phone. Even their assessment email stated I met all the criteria, yet they want to refund me less. Of course my window to return the XL 2 has come and gone because they take forever to assess the phone. I put a call into google and they escalated it up to whomever. Got an email that said it could take 2-3weeks. I've owned every nexus/pixel phone since the galaxy nexus. If this is how they want to operate then this is my last purchase from google. I'll never use another one of their phones/services again.

 

[fjd726]

I'm another victim of this "trade in nightmare". I just received an email stating the condition wasn't as described. Yet, all the check marks are present in the email as far as condition reported and received.

My phone was a Verizon 128 GB XL that was used for 2 months in a case and screen protector. You couldn't find a blemish on the thing and yet they decided it was ok to screw me out of 50 bucks instead of the promised 405.

This will be the last time I buy anything google. I feel they're taking advantage of the trade in offer and screwing over their customers. Not cool at all. It's the principle of the matter. Google should feel lucky anyone buys the 2 XL with all the issues it's been having lately. Definitely put a sour taste on this company.