Hey everyone,
Let me start off by saying this. I truly love my Google Pixel 2 XL. I'm totally smitten with the camera. The phone works well and I haven't had any screen issues thus far.
Now that that's out of the way I can get to the part that sucks; the horrendous customer service.
My experience started with my speaker phone suddenly malfunctioning. I tried making calls and playing music but I got the same problem. There was a rattle in the speaker as if it had blown. So I call up Google and give them my information and they have me do some software resets and set up a remote connection to my phone. After all of those attempts to remedy the speaker phone failed, the rep tell me to factory data rested the phone. I did just that. Now we are at the point in the conversation where we both realize this is a hardware issue and he starts to process my warranty replacement. In doing so the rep asks me for my address. I provide him with my work address (I get packages there every day). After the 5th time of him verifying my address he apologizes and says that he wanted to make sure because the phone was expensive. I became livid. Why would I use my email, verify it, multiple times and me in order to steal a phone from myself? Needless to say I speak with his supervisor and she tells me he was in the wrong and she would take care of the order from there. So she sends the link so I can verify the order and the RMA for the return and we hang up. A couple days later I received an email. The package is being delivered to the wrong address with a signature request on it. I called Google Store Warranty three separate occasions to get everything corrected and the last person waited 3 days to contact the shipper about the change. The replacement phone returns back to . Now I'm without my phone over a week and nothing. So I call back in to get another rep. This one tells me she fixed everything and to wait on another email. The email never comes. I had to call in yet again and speak with another rep that finally places the order the right way. So yesterday I pick the phone and head to my phone carrier to activate the phone on my plan and find out that the refurbished unit they sent has an IMEI number that's associated with another phone on the network. I'm sick.
Let me start off by saying this. I truly love my Google Pixel 2 XL. I'm totally smitten with the camera. The phone works well and I haven't had any screen issues thus far.
Now that that's out of the way I can get to the part that sucks; the horrendous customer service.
My experience started with my speaker phone suddenly malfunctioning. I tried making calls and playing music but I got the same problem. There was a rattle in the speaker as if it had blown. So I call up Google and give them my information and they have me do some software resets and set up a remote connection to my phone. After all of those attempts to remedy the speaker phone failed, the rep tell me to factory data rested the phone. I did just that. Now we are at the point in the conversation where we both realize this is a hardware issue and he starts to process my warranty replacement. In doing so the rep asks me for my address. I provide him with my work address (I get packages there every day). After the 5th time of him verifying my address he apologizes and says that he wanted to make sure because the phone was expensive. I became livid. Why would I use my email, verify it, multiple times and me in order to steal a phone from myself? Needless to say I speak with his supervisor and she tells me he was in the wrong and she would take care of the order from there. So she sends the link so I can verify the order and the RMA for the return and we hang up. A couple days later I received an email. The package is being delivered to the wrong address with a signature request on it. I called Google Store Warranty three separate occasions to get everything corrected and the last person waited 3 days to contact the shipper about the change. The replacement phone returns back to . Now I'm without my phone over a week and nothing. So I call back in to get another rep. This one tells me she fixed everything and to wait on another email. The email never comes. I had to call in yet again and speak with another rep that finally places the order the right way. So yesterday I pick the phone and head to my phone carrier to activate the phone on my plan and find out that the refurbished unit they sent has an IMEI number that's associated with another phone on the network. I'm sick.
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