They received mine on Nov. 1. Just got off the phone with them and was told that due to unexpected volume of trade-ins i have to wait 2 weeks
Pixel 2 Trade-In Nightmare - Buyers Beware!!!
- Thread starter FoneFreak
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AustinIllini
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- Jul 20, 2012
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N4Newbie
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- Nov 15, 2012
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In case you haven't seen it yet:
Google says it has fixed Pixel and Nexus trade-in issues
https://www.androidcentral.com/lots-people-are-having-trouble-google-stores-trade-program
Google says it has fixed Pixel and Nexus trade-in issues
https://www.androidcentral.com/lots-people-are-having-trouble-google-stores-trade-program
Nauga
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- Nov 9, 2017
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It's a start, I hope, but the "fix" is currently pretty limited. Orrin the rep did not mention Nexus phones (or any of the other trade-in-worthy phones) in his post, only Pixels, specifically Pixels misidentified as other phones or as Pixels that hadn't been reset. He also made no mention of any phones (even Pixels) that had been evaluated as "does not turn on/off."
Good to know that someone @ Google has acknowledged even a part of the problem, but that doesn't mean the problem has been fixed. That AC headline is just plain clickbait-inaccurate.
This trade in process has truly been as painful as waiting for the phone to arrive after pre-ordering.
I just called Google because they've had my trade in for a week. They confirmed receipt of the phones a week ago, but then laid out their timeline. First, the phone is received at a warehouse. Then, they transfer the phone to a 3rd party for evaluation (this took 3 days in my case). Next, the third party evaluates the phone (I was told this can take 4-5 business days). Finally, they issue you a credit which can take 4 to 10 business days to hit your account.
Sounds like the process can top out at a month. Ridiculous!
I just called Google because they've had my trade in for a week. They confirmed receipt of the phones a week ago, but then laid out their timeline. First, the phone is received at a warehouse. Then, they transfer the phone to a 3rd party for evaluation (this took 3 days in my case). Next, the third party evaluates the phone (I was told this can take 4-5 business days). Finally, they issue you a credit which can take 4 to 10 business days to hit your account.
Sounds like the process can top out at a month. Ridiculous!
Quick update on my issue. After contacting Google I found out the had indeed received my phine but were backed up with trade ins. I received my full credit today (Nov 14th), 4 days shy of a month after I sent it in.
Still waiting on mine. Sent it in on 10/23, they got it on 10/27. I asked them about it on 11/6 and they said 2 more weeks. Its kind of disappointing considering they said it would take about 4-5 business days from time they received it to time they issue credit in their initial correspondence
So I forced the issue with them today. I was told on 11/1 they received it on 10/27 and that it should take 4-5 business days to see a refund notice email. So I waited until 11/7 and talked to them again, they again said it should be 4-5 business days and I informed them that time had past so they "escalated" the issue and i received an email saying it should take 2 weeks but hopefully sooner. So curious if there was any new news today I talked to them and they escalated my chat session and they rep told me it would take 14 business days. I then asked him 14 business days from when. He informed me 14 business days from 11/9. WTF where did you get this from now.
Nauga
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With any luck, all of these delays in processing trade-ins adds up to a sign that Google is actually holding Hyla (the 3rd party euglenas doing the actual hands-on sorting) accountable in some way. Turnaround time on my phone in October was 5 days, and I got scuh-rewed. Here's hoping that the longer it takes, the better the trade-in credits will be.
effreyj
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No, it was in good condition and in a car with a screen protector the while time I owned it.
booboolala2000
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flyingkytez
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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 furiousand 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.
1. Never sell a phone immediately or trade it in. You might change your mind and keep the old phone. Always good to have back up.
2. Sell on Swappa, you could've gotten your asking price plus just pay a $10 flat fee (plus PayPal fee), cheaper than eBay. Still get protection from PayPal and Swappa community.
There was something similar that happened with Samsung and their trade in program, they weren't honoring them or stating the device is in poor condition. Don't get tempted.
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