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

[bcbbanga4l]

I had the same problem. I sent in my excellent condition 128gb pixel xl, was quoted $410. They sent me an email saying I'm only receiving $162 because the phone wasn't factory reset. I made sure to factory reset it as I'm paranoid when it comes to my personal information getting out. After countless back and forth bs, the best they could do me was offer a $35 store credit.... ??????

Wow that sounds terrible. I am sorry you are going through that. I hope mine doesn't have that problem. I followed everything. Factory reset phone. Crisp condition sent in envelope that they sent but put that in a box with bubble wrap. If they offer me anything less that what I was quoted will absolutely say no thanks ( i believe they can send it back) and sell it on swappa. That seems ridiculous that they will do that to people after promising to keep the quote intact until phone is received. Seems like a cheap ploy to take even more of an advantage.

 

[Jeremy8000]

If they offer me anything less that what I was quoted will absolutely say no thanks ( i believe they can send it back) and sell it on swappa.

I just reviewed the "Trade-in Instructions" - here's what they say happens...

We'll review your phone within 5 days of receiving it

• If we confirm the estimated value, you'll get full credit
• If we confirm a lower value:
• You'll get a reduced credit if you opted to pre-accept a change in value​
• You'll get your phone back if you opted not to pre-accept a change in value*​

*If your phone is sent back, you accept all liability if the return shipment is lost or damaged. If this occurs, Google Customer Support can provide guidance on how to file a claim. Visit g.co/phonetradein for details

This isn't identical to the minimal terms during the online trade-in process. For example, online we are advised we'll hear back within 3 business days, which is absolutely a shorter term unless the device is received right before the weekend or a holiday. Poor coordination of policy there, which lends reason to assume there are other disconnects as well.

I don't have screenshots of the process when I did the trade-in, but don't recall there having been a 'checkbox' to pre-approve a reduced offer (especially at their sole discretion!), and there was no requested documentation to send in with such a selection in the kit. My recollection is that the online format indicated that if it would be a reduced offer, that offer would be communicated to me, and at that time I could either elect to accept the lowered offer or to have the device returned to me.

As to the policy outlined in the kit and quoted above, the last bullet point and the * note are someone disturbing - it says 'if your phone is sent back, you accept all liability if... lost or damaged," and then goes on to say you to seek help filing a claim. All of this appearing to refer to the shipment from Google to me, since the * points to the bullet describing the scenario of them returning the phone. If I'm liable, there's no claim that could be made.

All in all, whoever was responsible for deploying this program did a pretty poor job, and that is largely what has screwed up expectations... The terms under which the trade-in is executed should not differ from the terms under which the agreement was struck - and if they do, any changes enacted by Google or by the party acting on their behalf should favor the consumer, not the other way around.

 

[FoneFreak]

Anyone have a good experience with the trade in? My phone is in pretty bad shape and I'm worried I won't get the $400 promised.

I sent them a mint phone and they took $100 off my trade-in value and this is how my thread started. Proceed at your own risk, but I'll take a guess you won't get what you were quoted.

My customer service experience so far has been miserable and drawn out. It's still not resolved and I never got an email asking for me to decline and send back my old phone or I would have. The moral of this thread has turned into using Swappa instead.

 

[FoneFreak]

I was never given the option of a reduced offer either, but they quickly credited back my AMEX the reduced amount of $260 when they were suppose to credit me $360. I would have opted to get my old phone back and was never given it.

 

[bigbearballs]

Well, damn. This sucks. I wouldn't have bought a new pixel without getting that much money back. Aholes.

 

[Jeremy8000]

I was never given the option of a reduced offer either, but they quickly credited back my AMEX the reduced amount of $260 when they were suppose to credit me $360. I would have opted to get my old phone back and was never given it.

Do you recall an optional checkbox when you first initiated the trade-in to say whether you'd "pre-accept" a quote reduction? If there wasn't one (I don't remember it) it if you didn't check it, you can hold them accountable to either crediting the balanced if what was quoted or returning your phone (and you'd want to make sure it was the same device) and recharging the credit. Odds are that at this point they couldn't do the latter so you'd see the credit.

 

[pstellato73]

Got my appraisal back yesterday. Verizon is giving me 190 for my S7 edge, but originally estimated 300. Had a line going down the right side of the screen, so I'll take the 190. Would have cost 150 to 175 to fix the screen on the edge.

 

[bult08]

Finally heard back. The USPS tracking number is still stuck at out for delivery (since 10/25), but my full refund $350 was just approved. Only comment is "Incorrectly reported phone model," maybe because I forgot the sim card in. Good luck for others in this random business.

 

[cyndie1030]

I mailed mine back to Google on 10/30 and it was supposed to be delivered yesterday but got a delivery exception because the business was closed at 3:48 PM. They said they will attempt it again for up to 15 days and return to me if they still can't deliver it. I'm almost hoping they do. I only had that Pixel XL for about 6 weeks after they gave me it to replace my Nexus 6P battery issue one. So it was pristine. If I don't get the full $400 credit, I am going to be upset.

 

[N4Newbie]

This entire thread makes me sad - I thought more highly of Google prior to this...

I'm glad I decided at the last moment to sell my mint XL on swappa!

 

[bigbearballs]

This entire thread makes me sad - I thought more highly of Google prior to this...

I'm glad I decided at the last moment to sell my mint XL on swappa!

Very disappointing, no way I'm going to get $400 for my pixel after everything I've read here. I wouldn't have gotten the 2xl had I known.

 

[bcbbanga4l]

so update on my issue the place i sent it to for the trade in was closed so they going to attempt to deliver today.

 

[Morty2264]

That's so terrible, OP! Especially since you had taken such good care of your phone (made obvious from the case, screen protectors, etc; and you even kept the original packaging!). Yes, please keep us updated. That is really an unfortunate and unfathomable experience.

 

[cyndie1030]

Mine had the delivery exception yesterday because the business was closed but is showing it was delivered today. Now to wait and see what happens next.

 

[gnahc79]

my trade in was delivered back on 10/30, no status update on the trade in. Going to call Google support later today, not going to expect much other than "soon, just wait".

 

[gnahc79]

yep I was right, from the google preferred care chat

I see we have received it and it is still processing, I don't know why it is taking longer than the quoted 3 days. My system tells me it can take 3 weeks to reflect on your banks end. We haven't even processed the refund yet so I don't see anything in our system yet either. We will have to wait for the warehouse to finish their process.

Ideally the refund should process in the next few days, it has been 3 days now since we have received it. I can send a follow up email after our chat, and help monitor the refund. Once I see it has been processed in our system I can send you the confirmation.

 

[stang6790]

So my tracking says "Delivered to Agent" and when I look at the tracking details it says "Tendered to Final Delivery Agent" and that the Postal service no longer has the item. Has anyone else had theirs say that?

 

[N4Newbie]

So my tracking says "Delivered to Agent" and when I look at the tracking details it says "Tendered to Final Delivery Agent" and that the Postal service no longer has the item. Has anyone else had theirs say that?

Go to FedEx.com and enter the same tracking number. I think you will find that FedEx is the agent in question.

 

[stang6790]

Go to FedEx.com and enter the same tracking number. I think you will find that FedEx is the agent in question.

It says item not found.

 

[N4Newbie]

It says item not found.

It was just a thought; I have a currently active RMA which shipped, using a prepaid label that Google sent me, via USPS and then transferred to FedEx.