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I have a Pixel 2 XL, alas the USB-C headphone adaptor died. There's a request a support call button in settings, I pressed it and 2 mins later a native english
by zspitzer 8y ago
I have a Pixel 2 XL, alas the USB-C headphone adaptor died.
There's a request a support call button in settings, I pressed it and 2 mins later a native english speaker called me back, 12 minutes later (which included getting my address details), Google was express shipping a replacement from part which arrived 42 hours later (HK - Melbourne, Australia).
- lifeisstillgood 8y agoHoly mother cow That's awesome on so many levels. Just having "call me i need your help" on the phone is so obvious and yet unexpected. And then actually having strong customer support is ... ungoogle-like wow
- herbst 8y agoGoogles business customer service never actually was bad. Guess that is why the price tag of the pixel isn't to bad because it allows them to serve quality service.
- CydeWeys 8y agoThere's this meme that Google has terrible customer support that is years out of date. When you have a problem with a Google product that you actually paid for (like one of their hardware devices), experiences are generally good. I had a replacement Nexus 5X shipped with no problem, for instance.
- e40 8y agoGoogle only gives support for paid things. I was a Nexus user for years and always got good service. I'm in Project Fi now and the service there is excellent. Just try getting support for a Gmail bug, if you're not paying Google money for your phone.
- CydeWeys 8y agoAnd to be fair ... why would one expect customer service on a free product? Free Gmail is possible because, as a software product, it scales effectively infinitely with no marginal cost beyond increased data center utilization. But customer service requires real humans, with marginal costs too high for a free service. Customer service only scales by adding more reps, which has linearly increasing costs. I think a reasonable expectation is that if you want customer service, you should actually be a paying customer (one way or the other). Whenever someone complains about bad customer service, my response from now on is going to be "And how much are you paying for the product?"
- randlet 8y agoThe headphone jack is my only gripe with the Pixel 2 and it is a surprisingly big deal to me. The USB-C dongle is terrible. Easy to lose, doesn't work half the time requiring me to reboot the phone (lightning quick thankfully), stops working if the headphones get yanked out etc. I use my headphones almost every single day with my phone so it's a "big" (in the first world problem sense) deal to me. I love everything else about the phone, but I still kind of wish I bought something else.