Pixel XL reboot loop, bad customer service

[blackeagle113089]

Since it is nearly impossible to send Google feedback, I must say I am disappointed in the Google Pixel XL. I waited nearly 3-4 weeks to receive my device. I finally receive it and I must say overall, the device is awesome. HOWEVER, I only was able to use it for maybe 2 hours before it randomly rebooted and got stuck in a reboot loop. I contacted Support and they led me through steps for wiping the device and starting over. Definitely was not happy that I had to do that but apparently that is the only option. Fast forward a few more hours and guess what? It happens AGAIN! So, with no other options, I wipe the device again and start over. Guess what? A few hours later it happened AGAIN! THREE times! I contact Google and ask what I can do. They want me to send me BRAND NEW device in for repairs - which can take 3-4 weeks before they determine whether or not to send a new device or send the repaired device back to me. This is a brand new phone, I shouldn't be having this issue. Why is it taking 3-4 weeks? Why would I want a clearly defective device back? Google told me they have no additional stock for a new device replacement and it would take 3-4 weeks to get a new device even if they were allowed to replace it with a new one. How do you not have stock to purely deal with warranty issues?

I was really looking forward to having this device but waiting 3-4 weeks is not acceptable for a "repair" or replacement. I've decided to return the device and get a refund. I must say for Google, I expected a LOT better customer service and processes. Being pushed away from a great device is a bummer. I wish there was a better resolution. I still would like the device but I guess it was not meant to be.

 

[ttwiitch]

Since it is nearly impossible to send Google feedback, I must say I am disappointed in the Google Pixel XL. I waited nearly 3-4 weeks to receive my device. I finally receive it and I must say overall, the device is awesome. HOWEVER, I only was able to use it for maybe 2 hours before it randomly rebooted and got stuck in a reboot loop. I contacted Support and they led me through steps for wiping the device and starting over. Definitely was not happy that I had to do that but apparently that is the only option. Fast forward a few more hours and guess what? It happens AGAIN! So, with no other options, I wipe the device again and start over. Guess what? A few hours later it happened AGAIN! THREE times! I contact Google and ask what I can do. They want me to send me BRAND NEW device in for repairs - which can take 3-4 weeks before they determine whether or not to send a new device or send the repaired device back to me. This is a brand new phone, I shouldn't be having this issue. Why is it taking 3-4 weeks? Why would I want a clearly defective device back? Google told me they have no additional stock for a new device replacement and it would take 3-4 weeks to get a new device even if they were allowed to replace it with a new one. How do you not have stock to purely deal with warranty issues?

I was really looking forward to having this device but waiting 3-4 weeks is not acceptable for a "repair" or replacement. I've decided to return the device and get a refund. I must say for Google, I expected a LOT better customer service and processes. Being pushed away from a great device is a bummer. I wish there was a better resolution. I still would like the device but I guess it was not meant to be.

If they don't have stock of new ones, what do you expect...... They need to make more and that's a downside of being an early adopter. That's why I'm still waiting

 

[dwboston]

Sorry you are having issues. Return it now, re-order and wait for a new one. Some devices are just lemons - don't repair it, just return it. It sucks you have to wait for a new one but the next one will likely be perfect.

 

[Sebastian Hening]

I actually had the exact same problem. They told me they can't do anything and I should just return and re-order with a month + wait list . At this point I am considering buying an Iphone for the first time since its the same price and better quality phone/customer service.

 

[Allenhardiman]

weird, My pixel xl turned off yesterday and wont turn on at all. Contact google support and the replacement will be here tomorrow. Very different cust service experience