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As a counter data point, my Pixel XL's speakers started malfunctioning about 3 weeks after I bought it. I called customer support, waited on hold for about 10 m

by csallen 10y ago

As a counter data point, my Pixel XL's speakers started malfunctioning about 3 weeks after I bought it. I called customer support, waited on hold for about 10 minutes, went through a series of debugging steps with the guy on the phone ("Have you tried restarting the device?"), and then they shipped me a replacement for free. Also important to realize that the denominator matters. Seeing a murder on TV every day doesn't necessarily mean that the world is in chaos. And seeing a couple of anecdotes about an issue doesn't necessarily mean it's widespread. That said, if I were the OP I'd be pissed and blogging about it, too.

vinay427 10y ago
This was about equivalent to my experiences with the Nexus 4 and Nexus 5, which is why I was also mildly surprised with this post. They even adopted an unofficial one-time accidental damage replacement policy after a while.
- csallen 10y ago
  People with good experiences don't write angry blog posts, so those data points are often left out of the discussion.
  - justin66 10y ago
    Those data points don't matter. A customer service organization that only wastes the time and money of some of its customers, with no escalation path to get a proper resolution, is still horrible. It doesn't matter that it worked for you.
    - vinay427 10y ago
      (Not the user you replied to.) I agree, but I think that it's difficult to accurately evaluate the quality of a customer service department with these anecdotes because every large company will have the occasional misstep. I have personally heard of bad stories from every company mentioned in this thread that supposedly has good customer support. What's less obvious is whether there is a bias between different types of users. I'm just throwing out a theory here, but perhaps Pixel users are more technologically minded than iPhone users (this wouldn't surprise me) and so they are more publicly vocal about their issues because they are more invested. For instance, Nexus devices were probably more common among Android developers and reporters on blog sites, so Nexus problems were important to them and were popularized by the online media more than an equivalent problem would be in a more mass-market phone that might be popular in a different country. tl;dr Every company has had missteps, and I don't think anecdotes provide a clear picture by which to rank them.
bsimpson 10y ago
I've always had similarly positive experiences with Google hardware support. I dropped a Nexus 5 a year (and a few days) after I'd bought it - only time I've ever shattered a screen. They sent me a refurb replacement immediately, no charge.

by csallen 10y ago

vinay427 10y ago

This was about equivalent to my experiences with the Nexus 4 and Nexus 5, which is why I was also mildly surprised with this post. They even adopted an unofficial one-time accidental damage replacement policy after a while.

csallen 10y ago
People with good experiences don't write angry blog posts, so those data points are often left out of the discussion.
- justin66 10y ago
  Those data points don't matter. A customer service organization that only wastes the time and money of some of its customers, with no escalation path to get a proper resolution, is still horrible. It doesn't matter that it worked for you.
  - vinay427 10y ago
    (Not the user you replied to.) I agree, but I think that it's difficult to accurately evaluate the quality of a customer service department with these anecdotes because every large company will have the occasional misstep. I have personally heard of bad stories from every company mentioned in this thread that supposedly has good customer support. What's less obvious is whether there is a bias between different types of users. I'm just throwing out a theory here, but perhaps Pixel users are more technologically minded than iPhone users (this wouldn't surprise me) and so they are more publicly vocal about their issues because they are more invested. For instance, Nexus devices were probably more common among Android developers and reporters on blog sites, so Nexus problems were important to them and were popularized by the online media more than an equivalent problem would be in a more mass-market phone that might be popular in a different country. tl;dr Every company has had missteps, and I don't think anecdotes provide a clear picture by which to rank them.

bsimpson 10y ago

I've always had similarly positive experiences with Google hardware support. I dropped a Nexus 5 a year (and a few days) after I'd bought it - only time I've ever shattered a screen. They sent me a refurb replacement immediately, no charge.