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Hello Everyone,
I wanted to let everyone know about the trouble I've been having with Seidio customer service, so you may take this into account if you happen to try and buy from them.
I think the Seidio Innocase is a wonderful product. I bought an Innocase a while ago for my Tilt. I bought a holster as well. At the same time I bought my Wife's Smart phone an Innocase. We both love the cases. So 6 months ago when I got my Fuze first thing I did was order an Innocase and Holster Combo for my Fuze. I still have this case on and It works wonderfully.
However, things got worse. My friend got a Fuze 3 months ago, he noted my Innocase and said he wanted one for his phone. Well his birthday was July 7th. So On July 1st I ordered him a Innocase from Seidio Online for his birthday. However on the 5th, he dropped his Fuze out of his pocket and backed over it with his car. Needless to say my present of an Innocase was no longer a good idea. When the box got here on the 6th I set it aside and didn't open it.
I wasn't sure if Seidio would give me a refund but I thought I'd check. I filled out the RMA request and it was approved. So I spent the $2.00 to ship the unopened box back to them. I opened this box at this time to place the RMA slip inside an re closed it. I never inspected to Innocase, this turned out to be my undoing.
On the 15th I receive an Email that My RMA request will not be fullfilled. Confused I asked for a response. They told me that the Innocase they received has scratches and cracks on it, that the case looked used. I told them this was impossible, as I never opened the box to look at the Innocase. I explained my story in a response I sent to them on July 16th.
I HAVE HEARD NOTHING FROM THEM SINCE THEN.
I am not impressed with a company that thinks I'm a liar and a fraudster. I am not going to do any business with Seidio any more. And I will tell everyone I know not to do so either.
I was willing to accept the fact that due to my friends unfortunate circumstances I was going to be out $7.90 for shipping both ways. But Now I am out $37.85 with nothing for it. As they have the Case, not that I want a case with scratches. But Basically I just paid Seidio Online $35.85 plus spent another $2.00 to have Seidio Online Customer Service Call me a Liar and a fraudster.
I just wanted to warn everyone here, If you order from Seidio Online, you better hope you get a brand new case or product. Because they will not provide you with proper customer service.
I can't say that I love them, either. I've got an innocase, and after about 4 months it is toast. I should've thought about it before I bought it, but the design isn't the best if you need to access your sd card frequently (you can guess why, lol). The hooks are all gone, and now the case hangs on by friction.
I also got a docking station from them; I'd swear that they pulled a bait-and-switch on me. There's a hole in the back to plug in speakers, but the darn thing isn't hooked up to anything. Apparently, I got the junior docking station, or something stupid like that, although I would swear that the online description said it had a plug for headphones. I'm too lazy to send things back, so I'm stuck with it. Otherwise, it is pretty nice.
Yup, Still no response. Thanks Seidio, Kiss my future Business and the business of anyone I know good bye.
There was a CSR from Seidio who posted here a while ago. He was able to help me out with an RMA. The first response from the company was nasty as well, but he helped me out.
I have gone through 2 Innocase covers for my Tilt and they both broke. Since then, I used Boxwave.
you cant be totally upset if the item was damaged then I could see why they wouldn't want to refund it. Believe me I work in C/S and plenty of people are fraudsters and lie to my face even when I call them out on it. It's an online store so it's not like you have ever met them why should they trust you? It's really their call on this, but the main problem is that they are sending out damaged items. If I were you I would just call them E-Mails are just to impersonal and easy to over look. When I think people are making things up and trying to return used/broken items I go out of my way to not refund them. If it's a legitimate claim then I will go to bat for them all the time especially when the customer is honest if it was their mistake. I think your sig is way out of line though. You could be damaging a companies image just due to a C/S reps responce please at least call them before you torch them
Jonathan1683 said:
you cant be totally upset if the item was damaged then I could see why they wouldn't want to refund it. Believe me I work in C/S and plenty of people are fraudsters and lie to my face even when I call them out on it. It's an online store so it's not like you have ever met them why should they trust you? It's really their call on this, but the main problem is that they are sending out damaged items. If I were you I would just call them E-Mails are just to impersonal and easy to over look. When I think people are making things up and trying to return used/broken items I go out of my way to not refund them. If it's a legitimate claim then I will go to bat for them all the time especially when the customer is honest if it was their mistake. I think your sig is way out of line though. You could be damaging a companies image just due to a C/S reps responce please at least call them before you torch them
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Yes I understand a lot of people are fraudsters but that's part of doing business. Is it worth the company not refunding my money because I possibly could be a fraudster, which I'm not? And since I'm not now they've created bad feelings with me, and lost my business and word of mouth business from people I know. That's their call, but the Signature Stays, I am NOT a Fraudster and will not be ignored.
I have to agree with Johnathan. Give them a call before you bash them.
The item should have been inspected by their guys/girls before it shipped out, and that's the way THEY would look at it. How are they supposed to tell that the item wasn't damaged by the customer. In their eyes, it was new when it left their facility...
FOR THE RECORD: I have NEVER had any bad business from seidio. And I have made around 8-10 purchases from them in the past. THE SIG ABOVE IS DISRESPECTFUL & SHOULD BE IGNORED TOTALLY!!!
tomtommy306 said:
I have to agree with Johnathan. Give them a call before you bash them.
The item should have been inspected by their guys/girls before it shipped out, and that's the way THEY would look at it. How are they supposed to tell that the item wasn't damaged by the customer. In their eyes, it was new when it left their facility...
FOR THE RECORD: I have NEVER had any bad business from seidio. And I have made around 8-10 purchases from them in the past. THE SIG ABOVE IS DISRESPECTFUL & SHOULD BE IGNORED TOTALLY!!!
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Ah But Once Again I have called them. And apparently they made a mistake, I understand that they thought in their eyes that it was new when it went out. But there unwillingness to listen to me is why I have such a signature. What's more likely, a store that does thousands of transactions making a mistake in shipping or me lying and cheating and expending all this effort? Calling numerous times, emailing over and over again, posting my unfortunate situation on a popular Mobile Phone Board. That sounds like something a liar and cheater would do. (/sarcasm)
By saying my signature is disrespectful and should be ignored, you are saying that I am untrustworthy and a liar, which I am not. And them treating me like one IS also disrespectful to me. So there you are.
Also, like I said I've had good luck with Seidio, until now. Just because you haven't had bad service doesn't mean it couldn't happen. So I can't say my feelings and warn others that if it happened to me, it could happen to them? That seems unfair.
You should be able to perform a credit card chargeback to get your money back. Explain your situation to the credit card company, they're much more likely to be understanding and intent on keeping your business than Seidio is.
IMHO the price they charge for what has been acknowledged as quality products, should come with some type of "satisfaction guarantee". There are cheaper products out there, but you were a satisfied returning customer... I have lusted over many of their products but alas they are too expensive for me. So now I am discouraged from considering a future purchase.
I would venture to guess you would buy from them again if you were treated better or "fairly", because they DO make good products.
I would also guess that whoever is in management would not be pleased to find a "satisfied" "return customer" being treated this way.
My thought is that a Customer Service Rep felt obligated to see things in "black and white" (box was opened = fraud) or couldn't see it any other way... there are many people like this... they make great bill collectors. You can't argue with them because to them you've already lost. Somehow you have to get to the next level, but it won't work with threats or anger. You will have to say "nice jackass... nice jackass" and pat them on the back while you ready the 2x4. The 2x4 is management and only they can help you and take care of the "jackass", but you have to get to them and be nice.
btw western Orygun too.
Two days ago, I ordered a couple of these: http://goo.gl/9PSGA, and even paid an extra 25 bucks for overnight shipping because I have this certain instant gratification issue I can't seem to shake...
Anyway, I got a tracking number but noticed it was only being shipped First Class ground, which meant a 2-5 day arrival. Obviously, they made a mistake, and I was a little upset about waiting after paying more for shipping than the cost of the actual product.
So, I went ahead and emailed them this morning at 10 a.m. about the issue.
Thirty minutes later, my phone rang with an area code I wasn't familiar with.
It was a dude named "Michael" calling from Flygrip.
He began by telling me that their shipping department had, in fact, dropped the ball, and apologized up front for that.
But, he also told me that he had just personally just driven over a replacement of my entire order over to FedEx to make sure I get them first thing tomorrow morning (FedEx wasn't the original shipper; it was USPS, and those are still coming).
I was pretty blown away by the quick, personal response, but not nearly as blown away as I was a little later, after I happened to re-watch one of their other videos.
That "dude" Michael?
Yeah, he was only the owner AND founder of the company, and had taken time out of his day to personally take care of my little issue.
I was doubly impressed again, to say the least.
Now, I'm just really looking forward to getting these and trying them out, (I got one for my SGSIII, and one for my Evo4gLTE.), and also wanted to ask:
Does anyone else use the "Flygrip"?
If so, how do you like it?
Or, does anyone else have a similar awesome customer service story concerning your Android devices?
Sent from my SPH-L710 using Tapatalk 2
edit: Just noticed QBKING77 already made a review video of these things :
http://goo.gl/NM5Kv
whoa. that's awesome though. important to see a business that dedicated to satisfying customers. made me even more likeable to buying myself one.
im just getting into car sales and this is one of the most important ways to make the customer feel appreciated and will give them the desire to purchase from the company again. its a win win for the business because 1. you're satisfying the customer and 2. you're building your reputation. What you did with this thread was just show how good of a company they are and subconsciously referred us to buy from them. I know I will purchase from them. Excellent customer service goes a long way.
QBKing77 loves the flygrip
http://youtu.be/mWIafpPjNw4
I would like to personalize one with a picture or logo like seen in the video below. But I don't see the option on their website. Are they no longer doing this?
- video from their website: http://flygrip.com/pg/create/
I just ordered one for my phone. I'm excited to see how this works.
Here's a review I found for it.
http://www.youtube.com/watch?v=EKNUkB9N1Yg&feature=colike
yourbrotherrex said:
Two days ago, I ordered a couple of these: http://goo.gl/9PSGA, and even paid an extra 25 bucks for overnight shipping
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You paid almost $100 for two of those w/ shipping? You better have gotten great customer service!!!
vw671 said:
You paid almost $100 for two of those w/ shipping? You better have gotten great customer service!!!
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Well, it was more like $70 altogether,but now that I've used them, I hafta say they were quite the bargain. My only problem now is that I want one for every device I own.
Sent from my SPH-L710 using Tapatalk 2
Seems they got the price wrong and changed it quickly to £479.00 on launch, you would assume they would refund the difference but their support staff are being very cagey with their responses.
Anyone else in this situation or heard anything from Google?
I have an escalation case open with them at the moment for exactly this case. While not exactly, but the cause is the same.
I wanted the 64g, keyboard and type-c cables., but when I saw the price I said, you have to be kidding, thats far more than the 32g in comparison to the US price. Approx £150 more for the extra compared to £80 now.
I ordered the 32g, keyboard and type-c cables, not willing to pay £550
The next morning, I saw it was down to 479, so I tried to cancel the 32g and order the 64g, knowing that only 12hours had been wasted in processing time.
I couldn't cancel and they want 14 days for a refund and I buy the other one and wait another 3 days processing and 2 days shipment.
I wasn't happy and am waiting for them to sort it out. So wont open the boxes until I know. Really poor first experience directly from google.
They should just refund you the differance, as you could send it back, costing them money, but they have been rather intransigent with me so far, so who knows.
scoobydu said:
I have an escalation case open with them at the moment for exactly this case. While not exactly, but the cause is the same.
I wanted the 64g, keyboard and type-c cables., but when I saw the price I said, you have to be kidding, thats far more than the 32g in comparison to the US price. Approx £150 more for the extra compared to £80 now.
I ordered the 32g, keyboard and type-c cables, not willing to pay £550
The next morning, I saw it was down to 479, so I tried to cancel the 32g and order the 64g, knowing that only 12hours had been wasted in processing time.
I couldn't cancel and they want 14 days for a refund and I buy the other one and wait another 3 days processing and 2 days shipment.
I wasn't happy and am waiting for them to sort it out. So wont open the boxes until I know. Really poor first experience directly from google.
They should just refund you the differance, as you could send it back, costing them money, but they have been rather intransigent with me so far, so who knows.
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Yeah, if Google don't refund the difference the tablet will be sent back for a refund, I might have let it go if it was a small difference but £79 is substantial enough to be an issue and worth the hassle.
I've spoken to two people and they're been very unhelpful, they are not clued up and will only go as far as to say they're investigating the issue, bit of a shambles really.
Shocky2 said:
Yeah, if Google don't refund the difference the tablet will be sent back for a refund, I might have let it go if it was a small difference but £79 is substantial enough to be an issue and worth the hassle.
I've spoken to two people and they're been very unhelpful, they are not clued up and will only go as far as to say they're investigating the issue, bit of a shambles really.
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You are more forgiving tham me I have to say.
If it was £20 they should refund, as it was clearly their error, or they are out to screw over their keenest supporters.
I've had no response from them all day today, so maybe its the US support that is great and the UK useless, as I read others have had great support from google in the past.
scoobydu said:
You are more forgiving tham me I have to say.
If it was £20 they should refund, as it was clearly their error, or they are out to screw over their keenest supporters.
I've had no response from them all day today, so maybe its the US support that is great and the UK useless, as I read others have had great support from google in the past.
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Ditto, really unimpressed. Courteous support staff but they have no idea what to do and from what I was told today they don't seem to have the necessary tools to allow them to do a partial refund.
The amount of wasted time and transport in sending out another tablet, just for me to box it up and return it again so that they can process a refund is ridiculous.
PriyanPhoenix said:
Ditto, really unimpressed. Courteous support staff but they have no idea what to do and from what I was told today they don't seem to have the necessary tools to allow them to do a partial refund.
The amount of wasted time and transport in sending out another tablet, just for me to box it up and return it again so that they can process a refund is ridiculous.
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It's ridiculous, not impressed.
They are keeping me updated but it's basically the same information over are over again, they're investigating.
I will give them a few more days into next week and then I'm going to tell them to come and collect it.
Have you both asked for the case to be escalated? Presume so.
Not that it makes a differance, as they have not replied to me since the 10th.
For a premium product and their error, its quite staggering they do not know what to do.
I hope you get it sorted.
scoobydu said:
Have you both asked for the case to be escalated? Presume so.
Not that it makes a differance, as they have not replied to me since the 10th.
For a premium product and their error, its quite staggering they do not know what to do.
I hope you get it sorted.
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Yep, hasn't really helped.
It's just the same response every time, they're investigating, they're going to email the specialist team., etc.
dp? really.
Just received an email confirming that they will refund the £70... half an hour after I RMA'd and dropped the return package off with UPS! FFS.
PriyanPhoenix said:
Just received an email confirming that they will refund the £70... half an hour after I RMA'd and dropped the return package off with UPS! FFS.
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That's really bad timing, I just got the same email.
It's completely their fault for making us wait almost a week without an answer, another day and I would have done the same.
I don't suppose there's any chance of getting that parcel back? If it's just been dropped off you might have a chance, I'd give them ring.
Thank you for your recent order from the Google Store.
During checkout it appears you were charged an additional £70 on top of what we had originally intended the Pixel C to be priced at for your region. We have gone ahead and applied a refund for this amount back to the original payment method used for this purchase. This refund may take a few days to reflect with your financial institution.
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Well sounds like they did the right thing in the end. Although bad timing and so long!
After 6 days, with them ignoring my email, I spoke with support about my screen issue (which they appear to have resolved, still testing) and the support guy fully understood and agreed 6 days was not acceptable.
He stated he would take ownership and give me a proper answer, although thats what the previous guy said too!
Glad it sort of worked out for you both.
They are ripping everyone off and have not shipped a single item in over 3 weeks.
They do not answer support emails either.
Filing claim on PayPal and moving on.
You've been warned.
I second this.. They have always been very very late, and always with the same excuse of being over loaded with orders.. DONT TAKE ORDERS IF YOU CANT FULFILL IT..
They refused to refund me in previous orders, simply they say you can't cancel after few hours of placing the order, but they CAN be late with no one questioning them..
I'll admit that I've had issues with getting my items delivered in a timely manner, but it still always comes.Two weeks ago I filed a warranty claim with them because I accidentally peeled a huge chunk off and it was approved so I just had to pay $6 for shipping and processing and haven't heard back yet after making the payment.
It sucks because their wraps are pretty good and easy-ish to install. lol
I can agree. Whenever they have a huge sale posted expect not to get your stuff for at least 2-3 weeks.
Note_E said:
They are ripping everyone off and have not shipped a single item in over 3 weeks.
They do not answer support emails either.
Filing claim on PayPal and moving on.
You've been warned.
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Noted and thanks for sharing.
Yeah I will never order from slickwraps. 1st and last order took almost a month.
I get mine from eBay with sopiguard. Order one for every phone and it's here within a few days.
After opening a case with paypal they also did not react for a week or so. Then they offered a tracking ID to another part of the country to another name / address to delay, I suppose. Personally, I will stay away from them.
By the way, they CAN be rated on google https://www.google.com/search?&q=slickwraps+wichita
AND they are having a 60% Easter Sale - while being unable to deliver from the LAST sale. It is a shame.
Try the Dbrand Bot
I'm waiting on one from them too. Only did it because I was ordering a computer skin too. I always say I won't order from them again but their custom skins ? the second Dbrand starts making custom skins I'll never order another slickwraps...
The best part is mine has said it's been shipped on the 22nd, but still shows it hasn't moved from their location.
I've never had a problem with them have a slickwrap on right now
Sent from my [device_name] using XDA-Developers Legacy app
Used to purchase skins from both dbrand and Slickwraps. Don't face any major issue with both of them.
The last skins bought from Slickwraps was for note9, during Christmas holiday, slightly slower processing time than it used to be but not an issue.
Lol of course you're going to have to wait for your order when they have a SALE. I have 0 issues with slickwraps and I get my orders in 2-3 weeks delivered (to the netherlands). RiPPinG YoU OFf
I was able to get my order from slickwraps it did take 3 weeks tho. But I did receive it.
Mine is way over a month now - got nothing so far (not even a tracking link / shipment verification). Also, no answers from support.
Also, when you are still not recovering from the last sale, why have the next?
They take money and are unable to fulfill or even react - not good.
I so dearly wanted this skin.
But I rather let it be. Or does anyone know if another company has it?
I have been using slickwraps since oneplus 2 never had any issues with the product or shipments, although they can take a little more time when they have any discount sales going on. "Ripping off" indicates they will take your money and won't send anything in return, i guess that's not the case here.
I ordered 2 items back in April from #Slickwraps, got an email on 4/22/19 my order has shipped....and has not arrived yet. All tracking says they are in Kansas and have been there since 4/22/19. I ordered a custom skin from #Skinit on Saturday and it is in transit now. Arrival should be tomorrow. I don't know what is up with #Slickwraps but I think I am done with them.
Can't go wrong with PhantomSkinz.
Note_E said:
They are ripping everyone off and have not shipped a single item in over 3 weeks.
They do not answer support emails either.
Filing claim on PayPal and moving on.
You've been warned.
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Yeah, I bought my first slickwrap for my s10+. Took 8 days to ship, but I was ok with that. However the wrap itself did not fit my phone around the whole edge. The camera cutout was fine, but both wraps were too large. It was a waste of money in my opinion.
Note_E said:
They are ripping everyone off and have not shipped a single item in over 3 weeks.
They do not answer support emails either.
Filing claim on PayPal and moving on.
You've been warned.
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Yup I ordered two different ones for my opo 7pro. Said 4-6 business days to ship. Was like 3 weeks like you said and I also filed a PayPal claim for both hope they get us our money back!
Sent from my SM-G975U1 using Tapatalk
This is a simple BUYER BEWARE Public Service Announcement about using Google's TRADE-IN process when buying their device.
I pre-ordered my Pixel 6 Pro early and chose the trade-in route with my Pixel 5.
During the trade-in process I was quoted $405 if my device 1) turned on, 2) wasn't cracked, and 3) was factory reset. My P5 is in mint condition so I sent it in and Google's third party partner handing trade-ins received it November 22nd.
The assessment process is supposed to take 3-5 days. They send you a link to watch the progress of your trade-in. After two weeks of my progress sitting on "Assessing your device" I tried contacting Google customer service.
At least with the trade-in process, Google's customer service is non-existent! After hours and hours of searching and trying to reach a human being, it never happened. Automated Q&A at best, if you make the "right" selections you MIGHT end up with a chat window and a two hour wait (only happened once and it made ZERO difference).
Honestly, once you send in your device for trade-in, you are 100% at their mercy on whether you get a refund or not.
I read where one Xda member said they sent in a Pixel 5 and was told Google received a Pixel 2 XL and was refunded the $40 value of a Pixel 2 XL, instead of the several hundred they were quoted for their Pixel 5. I was skeptical of this claim until I ran into Google's terrible customer service. There is NO recourse, no rebuttal, there is nothing you can do (short of a civil lawsuit) if they claim you sent in a burrito instead of a pristine device!
I waited 43 days, and received 16 emails (each with the canned response "their special team is looking into the issue") before I finally received an answer.
Just yesterday, January 4th, I received the email that I will be refunded $439.
Needless to say I will NEVER, EVER trade-in with Google again. My Pixel 5 in mint condition was only fetching $450-ish on Swappa, so it made sense to go the "easier" Google trade-in route.
I. WILL. NOT. MAKE. THAT. MISTAKE. AGAIN.
Do your research, and make sure you understand ALL the details of Google trade-in BEFORE you send your device to them.
I had a similar issue with OnePlus tradein. I trade in a 'perfect' device (clean, absolutely not a single scratch, etc). Was quoted 320 euro. Sent the device to the trade-in partner. They claimed the device still contained my Google account (despite me having removed the account and factory-reset before I sent it). Zillions of mails and online support chats.
"Don't worry ... it will be solved sir ..."
Every single time had another support guy on mail/chat and had to repeat the same story over and over again.
Yeah right. After 4 months of trying and posting the story daily on OnePlus social media, threatening with legal action, even filing a police complaint, they simply decided to pay me 30 euro and that was the end of the story. After that they simply refused to accept any further mails/chats despite my formal complaint that I did not accept their offer.
No official reaction ever form OnePlus.
At the end, I was so tired of it that I "gave up".
Hearing your story, just wanted to post this here as well.
I don't even know with which obscure trade-in partner I was dealing with. They never wanted to reveal their true identity and kept hiding behind OnePlus despite them handling all online Q&A.
(apologies for slight off-topic)
Az Biker said:
This is a simple BUYER BEWARE Public Service Announcement about using Google's TRADE-IN process when buying their device.
I pre-ordered my Pixel 6 Pro early and chose the trade-in route with my Pixel 5.
During the trade-in process I was quoted $405 if my device 1) turned on, 2) wasn't cracked, and 3) was factory reset. My P5 is in mint condition so I sent it in and Google's third party partner handing trade-ins received it November 22nd.
The assessment process is supposed to take 3-5 days. They send you a link to watch the progress of your trade-in. After two weeks of my progress sitting on "Assessing your device" I tried contacting Google customer service.
At least with the trade-in process, Google's customer service is non-existent! After hours and hours of searching and trying to reach a human being, it never happened. Automated Q&A at best, if you make the "right" selections you MIGHT end up with a chat window and a two hour wait (only happened once and it made ZERO difference).
Honestly, once you send in your device for trade-in, you are 100% at their mercy on whether you get a refund or not.
I read where one Xda member said they sent in a Pixel 5 and was told Google received a Pixel 2 XL and was refunded the $40 value of a Pixel 2 XL, instead of the several hundred they were quoted for their Pixel 5. I was skeptical of this claim until I ran into Google's terrible customer service. There is NO recourse, no rebuttal, there is nothing you can do (short of a civil lawsuit) if they claim you sent in a burrito instead of a pristine device!
I waited 43 days, and received 16 emails (each with the canned response "their special team is looking into the issue") before I finally received an answer.
Just yesterday, January 4th, I received the email that I will be refunded $439.
Needless to say I will NEVER, EVER trade-in with Google again. My Pixel 5 in mint condition was only fetching $450-ish on Swappa, so it made sense to go the "easier" Google trade-in route.
I. WILL. NOT. MAKE. THAT. MISTAKE. AGAIN.
Do your research, and make sure you understand ALL the details of Google trade-in BEFORE you send your device to them.
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Sorry you had to go through the dysfunctional world known as Go0gle, but sage advice.
I'm actually on chat with google right now regarding my P4XL trade in for the P6P. It delivered a week ago, but they say "waiting to receive your trade in".
I read a thread yesterday were the poster was complaining about returning his phone and receiving a replacement and the clusterfuc# it had become. I replied and I'll say the same thing here. It's not just Google. Insert any company name and you can tell the same story. In this era of covid and people not wanting to work and supply issues it is just a mess everywhere. We order parts here and they don't arrive, or the wrong one show up and we call customer service and it's a shi$ show every time.
shiftr182 said:
I'm actually on chat with google right now regarding my P4XL trade in for the P6P. It delivered a week ago, but they say "waiting to receive your trade in".
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Get ready for the ride!
You'll start receiving emails like this every third day:
Dec 10th
Hi Az Biker,
Thank You for contacting Google Support!
This is a follow up email as per our conversation over chat regarding Trade-in refund. I would like to inform you that I’m consulting with our product experts and they’re actively working on a resolution. I’ll keep you updated within 24-48 hours.
I appreciate your continued patience and cooperation in this matter.
In case you have any other query please feel free to reply to the same email, I will be happy to help you.
Thanks!
David
The Google Support Team
Jan 3rd
Hi Az Biker,
Thank you for contacting Google Support Team!
We really apologize for the inconvenience caused to you. I can understand your situation. This is something that we do not want our customers to experience. I request you to please wait for the update from our specialist team. Once there is an update, we will get back to you soon.
I appreciate your continued patience and cooperation in this matter.
In case you have any other query please feel free to reply to the same email, I will be happy to help you.
Thanks!
David
The Google Support Team
Every email in between said the same thing. I started to feel like my device was lost or stolen and they were just looking for a way to put it back on me.
I think the delivery notification held them to the fire, as it was already in their possession.
Hopefully everything works out for you. Report back here when you get an update.
Hahaha! Just got the first one! I was in the same boat as you.... my P4XL was only worth around $250 or so on Swappa, and after you factor in Paypal, Swappa, shipping, etc. I opted to just trade in for $209 or something. I guess we'll just wait and see. If I would have known it was going to take that long I probably would have just kept it as an extra.
shiftr182 said:
I probably would have just kept it as an extra.
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That's what I did with my OP8. It was worth more to me as a backup than what I could sell it for. And personally the last thing I would do is trade it in because of exactly stories like these. I mean I don't want to offend anyone but what were you expecting? To me that course of action had clusterfuc+ written all over it.
Atlest there is a possibility that you might get some money, the trade in solution where i live will pay you 400$ at the top for a brand new iPhone 13 Pro Max, like that is gonna happen.
android_dan said:
That's what I did with my OP8. It was worth more to me as a backup than what I could sell it for. And personally the last thing I would do is trade it in because of exactly stories like these. I mean I don't want to offend anyone but what were you expecting? To me that course of action had clusterfuc+ written all over it.
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Lol, for me it was a way of swaying my wife into letting me get the P6P..... Google will pay me for my old phone
Az Biker said:
This is a simple BUYER BEWARE Public Service Announcement about using Google's TRADE-IN process when buying their device.
I pre-ordered my Pixel 6 Pro early and chose the trade-in route with my Pixel 5.
During the trade-in process I was quoted $405 if my device 1) turned on, 2) wasn't cracked, and 3) was factory reset. My P5 is in mint condition so I sent it in and Google's third party partner handing trade-ins received it November 22nd.
The assessment process is supposed to take 3-5 days. They send you a link to watch the progress of your trade-in. After two weeks of my progress sitting on "Assessing your device" I tried contacting Google customer service.
At least with the trade-in process, Google's customer service is non-existent! After hours and hours of searching and trying to reach a human being, it never happened. Automated Q&A at best, if you make the "right" selections you MIGHT end up with a chat window and a two hour wait (only happened once and it made ZERO difference).
Honestly, once you send in your device for trade-in, you are 100% at their mercy on whether you get a refund or not.
I read where one Xda member said they sent in a Pixel 5 and was told Google received a Pixel 2 XL and was refunded the $40 value of a Pixel 2 XL, instead of the several hundred they were quoted for their Pixel 5. I was skeptical of this claim until I ran into Google's terrible customer service. There is NO recourse, no rebuttal, there is nothing you can do (short of a civil lawsuit) if they claim you sent in a burrito instead of a pristine device!
I waited 43 days, and received 16 emails (each with the canned response "their special team is looking into the issue") before I finally received an answer.
Just yesterday, January 4th, I received the email that I will be refunded $439.
Needless to say I will NEVER, EVER trade-in with Google again. My Pixel 5 in mint condition was only fetching $450-ish on Swappa, so it made sense to go the "easier" Google trade-in route.
I. WILL. NOT. MAKE. THAT. MISTAKE. AGAIN.
Do your research, and make sure you understand ALL the details of Google trade-in BEFORE you send your device to them.
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wait. So you got more than you thought. All you really had to do was wait? That's what it is? So maybe with the omicron virus going around and no doubt affecting employees, as well as their families you should be a little more sensitive and put on the shoes of other people. You got your money, right? who cares that you waited and received a couple of confusing emails. Please understand that there is "real people" on the other end. With the way this world is right now my friend were lucky we even have customer service to begin with. We are on the edge of a cliff with one leg off in a full jump. So enjoy your refund.....count yourself lucky you got it.
Although this will undoubtedly piss people off, I am only being real.
I'm really to sorry to hear about that, @Az Biker. The other person you referenced in the OP was eventually successful as well, and received the proper credit, from what I remember.
I'm really glad I always choose to sell our old phones on Swappa, when I don't keep one as a spare. So far - knock on wood - the only negative experience I had on Swappa was buying a used Pixel 1 128 GB that was supposed to be Google Edition for ~$50. It was Verizon Edition, and I could've sent it back for a refund, but there was no way I was going to be able to get a Google Edition for that low, so no real biggee.
wulfgarfang said:
wait. So you got more than you thought. All you really had to do was wait? That's what it is? So maybe with the omicron virus going around and no doubt affecting employees, as well as their families you should be a little more sensitive and put on the shoes of other people. You got your money, right? who cares that you waited and received a couple of confusing emails. Please understand that there is "real people" on the other end. With the way this world is right now my friend were lucky we even have customer service to begin with. We are on the edge of a cliff with one leg off in a full jump. So enjoy your refund.....count yourself lucky you got it.
Although this will undoubtedly piss people off, I am only being real.
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Click to collapse
I'm not ****ed off, but all he had to do was not just wait. It was contacting customer support on the not fun 200-year old rusting carousel of an experience umpteen times.
I wouldn't be happy with that happening to me, either.
wulfgarfang said:
So maybe with the omicron virus going around and no doubt affecting employees, as well as their families you should be a little more sensitive and put on the shoes of other people.
Click to expand...
Click to collapse
Please, people need to stop with the "virus excuse". You don't need this lame excuse when you're being a cr*ppy customer service. This has nothing to do with the current situation.
Companies need to get their sh*t together and do what they're supposed to do. If I used the same excuse at my job, I don't think my manager or my company would care much for it.
roirraW edor ehT said:
I'm not ****ed off, but all he had to do was not just wait. It was contacting customer support on the not fun 200-year old rusting carousel of an experience umpteen times.
I wouldn't be happy with that happening to me, either.
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Click to collapse
Yeah that was a ridiculous reply to a serious issue. How much time, effort and money was wasted on the myriad of contacts needed.
But that aside, I have an alternate reality... er experience. I have never had an issue sending in a device to either Google or Verizon and I've done it countless times be it a defect or a trade-in. Maybe luck of the draw. On my P5 trade I had the money in my account within a week of dropping it off at the PO. I didn't get the 4 bills plus but the quoted amount of $385 I think it was. I also got a beautiful refurb from a tier 2 CSR for a problem that was really not Google's. He was a really nice guy too. But that was before.
On Swappa, OTOH, I sold my mint P4 for a pretty fair price. The buyer bargained me down $60 and I said ah wft and sold it to him. Then I get an email with a telescopic picture of a slight rubbing along 1/8" where the case was. (an alcohol swab would have removed it) Still considered mint for all intents and purposes, I mean this was a gem. He said that rather than going thru a return if I gave him another $70 off he'd keep it. This is after paying for shipping, dropping the price, paying Swappa their fees, Paypal their fees so I reluctantly agreed but I'm sorry to this day that I did that. I believe this was hi MO but I did sort of let it go. Although I swore never again will I sell on Swappa. However, after this fiasco I might rethink keeping the device as a backup or figuring out a way to get it to Google where they can't claim this nonsense. But that's a year away about. Unless they come up with a face reader along with a FPR on the P7 which would make it oh.... 10 months? lol
I think really its the customer service thing... it is impossible to get ahold of anyone in customer service, and then your just waiting in limbo. The paperwork I received regarding my trade-in also said that it would be processed within 3 days of receiving. Its been a week since it delivered, and they still say that they are waiting to receive.
foobar66 said:
I had a similar issue with OnePlus tradein. I trade in a 'perfect' device (clean, absolutely not a single scratch, etc). Was quoted 320 euro. Sent the device to the trade-in partner. They claimed the device still contained my Google account (despite me having removed the account and factory-reset before I sent it). Zillions of mails and online support chats.
"Don't worry ... it will be solved sir ..."
Every single time had another support guy on mail/chat and had to repeat the same story over and over again.
Yeah right. After 4 months of trying and posting the story daily on OnePlus social media, threatening with legal action, even filing a police complaint, they simply decided to pay me 30 euro and that was the end of the story. After that they simply refused to accept any further mails/chats despite my formal complaint that I did not accept their offer.
No official reaction ever form OnePlus.
At the end, I was so tired of it that I "gave up".
Hearing your story, just wanted to post this here as well.
I don't even know with which obscure trade-in partner I was dealing with. They never wanted to reveal their true identity and kept hiding behind OnePlus despite them handling all online Q&A.
(apologies for slight off-topic)
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Dude that sucks! The hopeless feeling of doing everything right, then realizing you're just a number to them hits hard. That's what I was feeling. I'm like "I've purchased 6 top end smart phones from google and blah blah blah.. " then I realize I by myself am nothing to Google. Not in a militant, entitled bad way, but I'm just a bottom line number in ink.
wulfgarfang said:
wait. So you got more than you thought. All you really had to do was wait? That's what it is? So maybe with the omicron virus
going around and no doubt affecting employees, as well as their families you should be a little more sensitive and put on the shoes of other people. You got your money, right? who cares that you waited and received a couple of confusing emails. Please understand that there is "real people" on the other end. With the way this world is right now my friend were lucky we even have customer service to begin with. We are on the edge of a cliff with one leg off in a full jump. So enjoy your refund.....count yourself lucky you got it.
Although this will undoubtedly piss people off, I am only being real.
Click to expand...
Click to collapse
I waited two weeks, ten business days, before I sent my first email asking what's up. That's patience enough in waiting twice as long as advertised.
If Google is facing greater trade-in times for whatever reason, they should update the 3-5 days stated on their website when you process the trade-in.
Not once did any of their correspondence mention delays related to COVID. This is Google over promising and under delivering. You're welcome to your own opinion.
I did everything I was asked within the time limitations, why should I ask anything different of Google?
Do you for a second think Google would "be patient and understanding" if you had waited 43 days after the trade-in period expired to send in your device? Not a chance.
If you drive through fast food, order a #4 combo, get to the window and they ask you to park in front. Thirty minutes later they bring out your food and say, be glad you got your food at all we've been short staffed for weeks due to COVID...You're fine with that? No, add a note about increased wait times on the menu so I know what I'm getting into BEFORE I commit myself.
BTW, customers are real people too, and instead of receiving a $400 dollar refund real people are charged interest while waiting 43 days for their refund or maybe real people were depending on that refund for other things.
Bottom line, you say I'll get my refund in X amount of time, either hold true to your advertising or update the X amount of time. It's called good business.
roirraW edor ehT said:
I'm really to sorry to hear about that, @Az Biker. The other person you referenced in the OP was eventually successful as well, and received the proper credit, from what I remember.
I'm really glad I always choose to sell our old phones on Swappa, when I don't keep one as a spare. So far - knock on wood - the only negative experience I had on Swappa was buying a used Pixel 1 128 GB that was supposed to be Google Edition for ~$50. It was Verizon Edition, and I could've sent it back for a refund, but there was no way I was going to be able to get a Google Edition for that low, so no real biggee.
Click to expand...
Click to collapse
Yeah, I have always used SWAPPA until this time. SHAME ON ME Swappa karma got me good
Ghisy said:
Please, people need to stop with the "virus excuse". You don't need this lame excuse when you're being a cr*ppy customer service. This has nothing to do with the current situation.
Companies need to get their sh*t together and do what they're supposed to do. If I used the same excuse at my job, I don't think my manager or my company would care much for it.
Click to expand...
Click to collapse
I realize in certain circumstances this exists. I moonlight as a mechanic at a local TREK bicycle shop and ordered a 2022 Slash 9.8 GX using my employee discount (20% off a pretty expensive bike). Ordered it in March 2021 received it November 23rd, 2021, as an employee, but customers were getting theirs first, so I get it.
These things are made overseas and shipping backlog, yada yada yada. So I'm not immune to understanding delays. But yeah, the canned "COVID delay" response is being abused way too much!
bobby janow said:
But that aside, I have an alternate reality... er experience. I have never had an issue sending in a device to either Google or Verizon and I've done it countless times be it a defect or a trade-in.
Maybe luck of the draw. On my P5 trade I had the money in my account within a week of dropping it off at the PO. I didn't get the 4 bills plus but the quoted amount of $385 I think it was. I also got a beautiful refurb from a tier 2 CSR for a problem that was really not Google's. He was a really nice guy too. But that was before.
On Swappa, OTOH, I sold my mint P4 for a pretty fair price. The buyer bargained me down $60 and I said ah wft and sold it to him. Then I get an email with a telescopic picture of a slight rubbing along 1/8" where the case was. (an alcohol swab would have removed it) Still considered mint for all intents and purposes, I mean this was a gem. He said that rather than going thru a return if I gave him another $70 off he'd keep it. This is after paying for shipping, dropping the price, paying Swappa their fees, Paypal their fees so I reluctantly agreed but I'm sorry to this day that I did that. I believe this was hi MO but I did sort of let it go. Although I swore never again will I sell on Swappa. However, after this fiasco I might rethink keeping the device as a backup or figuring out a way to get it to Google where they can't claim this nonsense. But that's a year away about. Unless they come up with a face reader along with a FPR on the P7 which would make it oh.... 10 months? lol
Click to expand...
Click to collapse
Yes. Swappa can burn a lot of time and knit-pickers can suck the life out of hoping for humanity, but I've been fortunate with the 4 or 5 devices I've sold on Swappa, and back in the day when turning in devices to VZW for an upgrade I never really had any issues.
What really burned by britches about Google was their canned "we're looking into it" emails. Really felt like I was gonna get the ol' shaft on this transaction, with little to nothing I could do about it either way.
shiftr182 said:
I think really its the customer service thing... it is impossible to get ahold of anyone in customer service, and then your just waiting in limbo. The paperwork I received regarding my trade-in also said that it would be processed within 3 days of receiving. Its been a week since it delivered, and they still say that they are waiting to receive.
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Click to collapse
I waited until the link showed they received the device before I started counting days. After ten business days, I started sending emails. Luckily I don't need the refund money per se (like depend on it) as others might be, but I did have it in mind to spend on last minute Christmas gifts to add to the kid's pile
android_dan said:
That's what I did with my OP8. It was worth more to me as a backup than what I could sell it for. And personally the last thing I would do is trade it in because of exactly stories like these. I mean I don't want to offend anyone but what were you expecting? To me that course of action had clusterfuc+ written all over it.
Click to expand...
Click to collapse
Maybe I was naïve in thinking that Google was big enough to meet their marketing and quoted timeframe. I had never been given a reason to doubt Google in the past with all the transactions I've done through their store. Trust me, I won't be making that mistake again
I'll let you guys decide who is Google and who is the consumer
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bobby janow said:
On Swappa, OTOH, I sold my mint P4 for a pretty fair price. The buyer bargained me down $60 and I said ah wft and sold it to him. Then I get an email with a telescopic picture of a slight rubbing along 1/8" where the case was. (an alcohol swab would have removed it) Still considered mint for all intents and purposes, I mean this was a gem. He said that rather than going thru a return if I gave him another $70 off he'd keep it. This is after paying for shipping, dropping the price, paying Swappa their fees, Paypal their fees so I reluctantly agreed but I'm sorry to this day that I did that. I believe this was hi MO but I did sort of let it go. Although I swore never again will I sell on Swappa. However, after this fiasco I might rethink keeping the device as a backup or figuring out a way to get it to Google where they can't claim this nonsense. But that's a year away about. Unless they come up with a face reader along with a FPR on the P7 which would make it oh.... 10 months? lol
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Click to collapse
That sucks! I learned when I sold our two Note 10+'s after we received our P6Ps that what I think is Mint is not, but I learned that before my posting was even approved, so I downgraded my listings to "Good". In my case, it was mostly slight damage around the charging port from where relatively blind attempts to plug the USB-C cable in took some trial and error.
Similarly, when I've really taken a good look at the outside of my door locks that were new three years ago, I can really see just much I missed the locks slightly with my keys. I wasn't happy the phones weren't mint - they'd been in OtterBox Defenders with tempered glass screen protectors since day one, but I still got nearly as much as mint models sold for on Swappa.
I also never, ever give a reduced price anymore no matter what. Take it or leave it. Every time I have (for other things in other places than Swappa), I end up regretting it, so I never do on Swappa. Basically, folks asking if they can get any $ off for any reason are just scammers themselves. Sure, there may be a few relatively innocents in there with valid reasons, but I've never been lucky enough to sell to ones like that. Relatively innocent folks don't ask for amounts off the price in my admittedly reasonably limited experience.
I have no idea how many phones I've sold on Swappa as they must only keep records for so long, or they wiped them out at some point because it's only showing the two Note 10+'s I sold a couple of months ago. I know I sold at least two or more other phones previously. I've bought two phones from there too, and as I said before, the only problem I had once was someone listed a Verizon Edition Pixel 1 as if it was a Google Edition, and it was a $50 phone so can't really beat that. It was just a spare phone at the time, anyway.
Now eBay...that's another subject. I'll never sell anything outside the country on eBay again. After years of avoiding it, about 8 years ago I thought what the heck, I'll try it. Scammed. I got my money first but had to lose my ~15-year old eBay account.
I normally don't buy new phones until the old one isn't supported anymore, so by the time I'd sell them they're not worth hardly anything, and I keep them as spares. I should find a way to donate some old phones, and only keep my two favorite (Pixel 1's) as spares.
Az Biker said:
Yeah, I have always used SWAPPA until this time. SHAME ON ME Swappa karma got me good
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Click to collapse
LOL! Laughing, and crying.
roirraW edor ehT said:
That sucks! I learned when I sold our two Note 10+'s after we received our P6Ps that what I think is Mint is not, but I learned that before my posting was even approved, so I downgraded my listings to "Good". In my case, it was mostly slight damage around the charging port from where relatively blind attempts to plug the USB-C cable in took some trial and error.
Similarly, when I've really taken a good look at the outside of my door locks that were new three years ago, I can really see just much I missed the locks slightly with my keys. I wasn't happy the phones weren't mint - they'd been in OtterBox Defenders with tempered glass screen protectors since day one, but I still got nearly as much as mint models sold for on Swappa.
I also never, ever give a reduced price anymore no matter what. Take it or leave it. Every time I have (for other things in other places than Swappa), I end up regretting it, so I never do on Swappa. Basically, folks asking if they can get any $ off for any reason are just scammers themselves. Sure, there may be a few relatively innocents in there with valid reasons, but I've never been lucky enough to sell to ones like that. Relatively innocent folks don't ask for amounts off the price in my admittedly reasonably limited experience.
I have no idea how many phones I've sold on Swappa as they must only keep records for so long, or they wiped them out at some point because it's only showing the two Note 10+'s I sold a couple of months ago. I know I sold at least two or more other phones previously. I've bought two phones from there too, and as I said before, the only problem I had once was someone listed a Verizon Edition Pixel 1 as if it was a Google Edition, and it was a $50 phone so can't really beat that. It was just a spare phone at the time, anyway.
Now eBay...that's another subject. I'll never sell anything outside the country on eBay again. After years of avoiding it, about 8 years ago I thought what the heck, I'll try it. Scammed. I got my money first but had to lose my ~15-year old eBay account.
I normally don't buy new phones until the old one isn't supported anymore, so by the time I'd sell them they're not worth hardly anything, and I keep them as spares. I should find a way to donate some old phones, and only keep my two favorite (Pixel 1's) as spares.
LOL! Laughing, and crying.
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Click to collapse
Now you tell me. Lol. It was a learning experience for sure. I'll take your good advice in the future. I usually keep my devices but these last two I unloaded. I swore off Swappa but with your experiences I think I can safely crawl back. Thanks. But I'm still p'od that I let him get away with that. I should have known better. But it's time to let it go and well.. (smack) I needed that.