4 ms·

It's funny, I'm this exact same boat. My pixel died a little after two week (which is the requirement to get a return). I filled out their warranty claim thing,

It's funny, I'm this exact same boat. My pixel died a little after two week (which is the requirement to get a return). I filled out their warranty claim thing, and >48 hours finally got a response, which is a trouble shooting guide. I replied that I tried all that stuff, and had to wait another 2 days for another response (asking for information I already gave). I'm extremely disappointed. I thought with their whole advertising of "24 hour support" they identified customer support as a weakness of theirs, and are trying to remedy it. Nope. BTW in your case, you can probably just buy a new screen: http://www.digitaltrends.com/mobile/google-ubreakifix-pixel/ http://www.digitaltrends.com/mobile/google-ubreakifix-pixel/

infamousdutch 10y ago
If you bought it with a credit card, you might want to contact your card's customer service number. Most credit cards offer protection from this type of manufacturer "weaknesses".
- zspitzer 10y ago
  Australia has really good consumer protection laws which protect against exactly this kind of problem. https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund https://www.accc.gov.au/consumers/consumer-rights-guarantees...
  - mianos 10y ago
    Except the Google store does not sell the phone in Australia. It pretends to, but it sells it to you from Singapore in Australian dollars. You have no rights in regards to the Australian law in the case. If you buy the phone at an Australian store you have access to the strong Australian rights (and you pay their retail price). I bought mine on the day from the google store and paid 3℅ more than the local price as well as getting it a week after it was available in stores. Quite a bad experience and I would not recommend friends to deal with google directly.
- unknownsavage 10y ago
  I was thinking about it, my credit card has always been extremely good about stuff like this. However, I use google for everything, my entire life is on it. I'd rather lose the $649 I paid for the pixel, then get blackballed from google services. So for now, I'm just patiently awaiting their response and hopefully they'll give me the green light to mail it in for a replacement or something.
  - 762236 10y ago
    I think that the parent is saying that your credit-card company might be the 3rd party insurance, and you might be able to make a claim to take advantage of that insurance.
    - op00to 10y ago
      To add - many "good" credit cards provide "return protection" which allows you to make a claim against the card to get a refund within the first 30 days if the original vendor won't accept a return, and warranty extension which extends the original manufacturer's warranty a year. I have used both benefits quite a bit, and have always had a great experience.
- jlgaddis 10y ago
  FWIW, many also extend (sometimes up to double) the manufacturer's warranty on products you buy with the cards.
magicalist 10y ago
> It's funny, I'm this exact same boat. My pixel died a little after two week (which is the requirement to get a return). I filled out their warranty claim thing, and >48 hours finally got a response, which is a trouble shooting guide. I replied that I tried all that stuff, and had to wait another 2 days for another response (asking for information I already gave). Are you not in the US? Maybe it's different elsewhere, but my nexus 5x died a little while ago, and I only had the default warranty, not the extra protection, and it was insanely easy to get a replacement. I filled out the form[1] (saying I had already tried the usual android-saving moves), got a call back in two minutes as promised by that form, the customer service person accepted I had already tried things and didn't ask me to do anything else, then I immediately got the email with the link to get a new phone shipped to me. Was probably less than 15 minutes of my time. (you also seem to be talking about something else than the OP. If your phone died in two weeks that's definitely under the warranty, regardless of if you purchased extra protection). [1] linked here: https://support.google.com/store/answer/6301527?hl=en https://support.google.com/store/answer/6301527?hl=en
- cptskippy 10y ago
  I had a similar deal with a Nexus 4 where the Bluetooth died. I jumped through the Factory Reset hoop and they agreed to send me a new one. I even said "there's big gash on the screen" and the response was "if the screen is full functional then it's ok."
- unknownsavage 10y ago
  I'm glad to hear that they're good about it. At the end of the day, as long as I get a positive outcome I will be happy. I guess it's likely that due to the launch their support systems are totally overwhelmed at the moment. FWIW before it stopped working, the pixel was hands done the best phone I've ever used, in almost every category.
- yoz-y 10y ago
  My experience with Google Play Store returns is similar. I have bought a Nexus 5 for a friend and returned it three times because of various issues. Every time they have shipped the replacement phone immediately after I have submitted the claim. I was not asked to do any troubleshooting.
cjslep 10y ago
> I thought with their whole advertising of "24 hour support" they identified customer support as a weakness of theirs, and are trying to remedy it. Nope. I'm very sorry you had that awful experience. I know it doesn't remedy your past experience, but please know myself and many other Googlers have been and still are putting a lot of work into the tools being used by the customer support reps around the globe to better help you.
- robbies 10y ago
  In the meantime, are there any other solutions that you and the Google #squad plan to offer? Like...people who will answer a phone call?
- jxcl 10y ago
  I appreciate what you're trying to do, but unfortunately this is kind of the problem with the Google culture. Everything has to be done with automation and better tools because they simply do not have the ability to go through the massive amounts of customers that they have without them. Unfortunately, at some point you need a human on the other end that can make a decision, especially with refund/warranty cases.
  - cjslep 10y ago
    Sorry that my first post wasn't emphatic enough. The tools the team I'm a part of builds are used by real people (including other Googlers) fielding real telephone calls helping real customers through warranty and refund cases. None of it is automated for use without a human in the loop. Everyone on the team I'm a part of recognizes the perception you've eloquently provided, and very much care to scale with humans in the loop.
    - 72deluxe 10y ago
      Out of interest, this "in the loop" terminology sounds odd to me and sounds like business speak. Is this common in Google? I remember once contacting Sun for info on software many years ago and received an email where they promised that someone would "reach out to me". I didn't want to be reached out for - I just wanted some text answering my question.

infamousdutch 10y ago

If you bought it with a credit card, you might want to contact your card's customer service number. Most credit cards offer protection from this type of manufacturer "weaknesses".

zspitzer 10y ago
Australia has really good consumer protection laws which protect against exactly this kind of problem. https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund https://www.accc.gov.au/consumers/consumer-rights-guarantees...
- mianos 10y ago
  Except the Google store does not sell the phone in Australia. It pretends to, but it sells it to you from Singapore in Australian dollars. You have no rights in regards to the Australian law in the case. If you buy the phone at an Australian store you have access to the strong Australian rights (and you pay their retail price). I bought mine on the day from the google store and paid 3℅ more than the local price as well as getting it a week after it was available in stores. Quite a bad experience and I would not recommend friends to deal with google directly.
unknownsavage 10y ago
I was thinking about it, my credit card has always been extremely good about stuff like this. However, I use google for everything, my entire life is on it. I'd rather lose the $649 I paid for the pixel, then get blackballed from google services. So for now, I'm just patiently awaiting their response and hopefully they'll give me the green light to mail it in for a replacement or something.
- 762236 10y ago
  I think that the parent is saying that your credit-card company might be the 3rd party insurance, and you might be able to make a claim to take advantage of that insurance.
  - op00to 10y ago
    To add - many "good" credit cards provide "return protection" which allows you to make a claim against the card to get a refund within the first 30 days if the original vendor won't accept a return, and warranty extension which extends the original manufacturer's warranty a year. I have used both benefits quite a bit, and have always had a great experience.
jlgaddis 10y ago
FWIW, many also extend (sometimes up to double) the manufacturer's warranty on products you buy with the cards.

magicalist 10y ago

> It's funny, I'm this exact same boat. My pixel died a little after two week (which is the requirement to get a return). I filled out their warranty claim thing, and >48 hours finally got a response, which is a trouble shooting guide. I replied that I tried all that stuff, and had to wait another 2 days for another response (asking for information I already gave). Are you not in the US? Maybe it's different elsewhere, but my nexus 5x died a little while ago, and I only had the default warranty, not the extra protection, and it was insanely easy to get a replacement. I filled out the form[1] (saying I had already tried the usual android-saving moves), got a call back in two minutes as promised by that form, the customer service person accepted I had already tried things and didn't ask me to do anything else, then I immediately got the email with the link to get a new phone shipped to me. Was probably less than 15 minutes of my time. (you also seem to be talking about something else than the OP. If your phone died in two weeks that's definitely under the warranty, regardless of if you purchased extra protection). [1] linked here: https://support.google.com/store/answer/6301527?hl=en https://support.google.com/store/answer/6301527?hl=en

cptskippy 10y ago
I had a similar deal with a Nexus 4 where the Bluetooth died. I jumped through the Factory Reset hoop and they agreed to send me a new one. I even said "there's big gash on the screen" and the response was "if the screen is full functional then it's ok."
unknownsavage 10y ago
I'm glad to hear that they're good about it. At the end of the day, as long as I get a positive outcome I will be happy. I guess it's likely that due to the launch their support systems are totally overwhelmed at the moment. FWIW before it stopped working, the pixel was hands done the best phone I've ever used, in almost every category.
yoz-y 10y ago
My experience with Google Play Store returns is similar. I have bought a Nexus 5 for a friend and returned it three times because of various issues. Every time they have shipped the replacement phone immediately after I have submitted the claim. I was not asked to do any troubleshooting.

cjslep 10y ago

> I thought with their whole advertising of "24 hour support" they identified customer support as a weakness of theirs, and are trying to remedy it. Nope. I'm very sorry you had that awful experience. I know it doesn't remedy your past experience, but please know myself and many other Googlers have been and still are putting a lot of work into the tools being used by the customer support reps around the globe to better help you.

robbies 10y ago
In the meantime, are there any other solutions that you and the Google #squad plan to offer? Like...people who will answer a phone call?
jxcl 10y ago
I appreciate what you're trying to do, but unfortunately this is kind of the problem with the Google culture. Everything has to be done with automation and better tools because they simply do not have the ability to go through the massive amounts of customers that they have without them. Unfortunately, at some point you need a human on the other end that can make a decision, especially with refund/warranty cases.
- cjslep 10y ago
  Sorry that my first post wasn't emphatic enough. The tools the team I'm a part of builds are used by real people (including other Googlers) fielding real telephone calls helping real customers through warranty and refund cases. None of it is automated for use without a human in the loop. Everyone on the team I'm a part of recognizes the perception you've eloquently provided, and very much care to scale with humans in the loop.
  - 72deluxe 10y ago
    Out of interest, this "in the loop" terminology sounds odd to me and sounds like business speak. Is this common in Google? I remember once contacting Sun for info on software many years ago and received an email where they promised that someone would "reach out to me". I didn't want to be reached out for - I just wanted some text answering my question.