Verizon Pixel and Warranty - Google Pixel XL Questions & Answers

I'm not a Verizon customer, but I got. A used Verizon Pixel. Do I Go through Verizon or Google for warranty?

If it originally came from Verizon, than Verizon. Not sure if they will accept it for warranty since you are not the original owner.

I know Google will transfer to new owner if the old owner makes a phone call.
How will Verizon support non Verizon customer/ owners with warranty?

A.VOID said:
I know Google will transfer to new owner if the old owner makes a phone call.
Click to expand...
Click to collapse
When was the last time you checked this?
They might have changed their policy.
I have a Pixel C that I bought on Swappa, and the screen just bit the dust after two months of usage. Called Google Support two days ago and they basically told me to go pound sand since I wasn't the original owner (they were polite, but that was the essence of their message).

cam30era said:
When was the last time you checked this?
They might have changed their policy.
I have a Pixel C that I bought on Swappa, and the screen just bit the dust after just two months of usage. Called Google Support two days ago and they basically told me to go pound sand since I wasn't the original owner (they were polite, but that was the essence of their message).
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Click to collapse
Ugh... Thanks. I guess I'll wait and get a new black 128 when they become available and sell the VZ unit

Related

Recommend Resellers?

I'm due for an upgrade and have a choice of where to buy my M9. I'm a member at Costco, but have never bought a phone from them, BestBuy is an option, and there are any number of Carrier (Verizon/ATT/Tmob) stores out there.
I'm wondering if any of you could talk about the pros/cons of one reseller versus another.
Thanks!
BillTheCat said:
I'm due for an upgrade and have a choice of where to buy my M9. I'm a member at Costco, but have never bought a phone from them, BestBuy is an option, and there are any number of Carrier (Verizon/ATT/Tmob) stores out there.
I'm wondering if any of you could talk about the pros/cons of one reseller versus another.
Thanks!
Click to expand...
Click to collapse
I would say best buy if you're interested in a great warranty. Basically you take the phone to them and they send it out/swap it out in store for a new one. They also give you a loaner phone if they need to send your device out. My wife dropped my new phone in the toilet a while back, I told them that, they swapped it out in store. Another time my friend edited some root files on his phone and couldn't for the life of him get the phone working correctly, they swapped it out in store cuz he said it died during an ota (this is just in my experience I should point out). The plan was 9.99 a month I think. but that was year ago I believe. Purchased a phone at Costco once, but it was a no frills phone for my mother and she never had any issues so I can't speak to their policies really.

There should be a class action lawsuit on this whole fiasco.

This is crazy.
I bought a Note 7 with Verizon.
Today the phone updates and the result is on screen nags telling to to turn off the phone and not use it.
I call Verizon and they have no idea about what is going to happen about the swap for a new Note 7 as they have not been notified.
Seems to me that Samsung and Verizon have some serious liability here.
Am I wrong?
a lot of countries are already exchanging, I've had mine several days now, it's over a week since the first exchanges in the UK, the problem for you is the US government got involved and have held up the process leading to it taking way longer and everyone being left in limbo there.
No update with sprint.
Damm this would not happen under a Trump administration.
pego99 said:
This is crazy.
I bought a Note 7 with Verizon.
Today the phone updates and the result is on screen nags telling to to turn off the phone and not use it.
I call Verizon and they have no idea about what is going to happen about the swap for a new Note 7 as they have not been notified.
Seems to me that Samsung and Verizon have some serious liability here.
Am I wrong?
Click to expand...
Click to collapse
Verizon is having the replacements available tomorrow the 21st. You can exchange at a corporate store unless you bought from Costco, Best Buy etc.
AT&T has had replacements available as of yesterday (9/19).
Sounds like Verizon may be having delivery issues.
Wait wtf I JUST ordered one through Verizon over the phone. How do I know this is a new fixed batch or the one that got recalled?
pego99 said:
There should be a class action lawsuit on this whole fiasco.
Click to expand...
Click to collapse
There will be. It'll take five years to wind through the courts, the lawyers representing the class will make millions, and the class will each get $20 off coupons for a Samsung accessory. Go for it.
Chadly said:
Wait wtf I JUST ordered one through Verizon over the phone. How do I know this is a new fixed batch or the one that got recalled?
Click to expand...
Click to collapse
You really need to read this forum. You will receive a safe mobile.
Ryland
I bought my att note7 at swappa.com, kinda like eBay, from a private seller. Online chat with samsung 3 times with different person, they all said return it to where you bought it. What's the fu*king different the seller return it and I return it myself and get a replacement?
I just called VZW as I control the companies wireless account and they told me to go to any verizon store and swap it out. There is one a few blocks from my job and I just went there during lunch and swapped out my note 7. Box has a new sticker on it verifying that its a "B" series and I have the green battery icon. All is good.
Oyeve said:
I just called VZW as I control the companies wireless account and they told me to go to any verizon store and swap it out. There is one a few blocks from my job and I just went there during lunch and swapped out my note 7. Box has a new sticker on it verifying that its a "B" series and I have the green battery icon. All is good.
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Click to collapse
What did you need to bring into the store with the phone for replacement?
icemike557 said:
What did you need to bring into the store with the phone for replacement?
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I needed the receipt that has the date and IMEI # on it. I did bring my corporate account info but they did not ask for it.
I worked at Verizon Wireless very recently. They just started exchanging them in store yesterday. You can call customer care and do it over the phone if you want, they just ship you a new one and give you a 25 dollar bill credit for the hassle. You dont even have to return the old one.
Now that I think about it I still have an employee account so over the phone may just be for us....we arent allowed to do anything in store.
rocmat1 said:
I worked at Verizon Wireless very recently. They just started exchanging them in store yesterday. You can call customer care and do it over the phone if you want, they just ship you a new one and give you a 25 dollar bill credit for the hassle. You dont even have to return the old one.
Now that I think about it I still have an employee account so over the phone may just be for us....we arent allowed to do anything in store.
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Click to collapse
You don't have to return your old faulty mobile? So you could sell it and the new owner have a problem then said new owner could take legal action against you AND Samsung? Very odd situation. Here, part of the recall is just that we HAVE, correctly so, to return our faulty mobile. The idea is to get them out of circulation.
Not only does this situation differ country by country it differs from store to store. :silly:
If Samsung cannot account for every mobile sold with that battery problem its only a matter of time before they really end up with a very serious problem., not to mention a customer selling his recalled phone on to a new owner. Crazy situation. You take care.
Ryland
pego99 said:
This is crazy.
I bought a Note 7 with Verizon.
Today the phone updates and the result is on screen nags telling to to turn off the phone and not use it.
I call Verizon and they have no idea about what is going to happen about the swap for a new Note 7 as they have not been notified.
Seems to me that Samsung and Verizon have some serious liability here.
Am I wrong?
Click to expand...
Click to collapse
Hope you turned it off right away, otherwise your the one liable

Manufacturer Warranty

So I purchased a Verizon Pixel XL... should I bother getting a Squaretrade warranty on it? I'm not sure how Google's warranty would work. So let's play a scenario out: if my phone breaks for some weird reason during year 1, what do I do? Who handles it? Does Verizon ship it to Google? I'm just phoneless for a while? Would there be a deductible? Google doesn't really give any details that I could find about the manufacturer warranty (I assume it's 1 year?).
One year warranty is the same for any company just about. It's covers manufacturers defects. So to put it simply. If there an issue caused by dropping the phone or there is damage/liquid damage it's not covered. If you have an issue that is not your fault.. like 8 months from now the speaker stops working and there's no damage then it's covered
aholeinthewor1d said:
One year warranty is the same for any company just about. It's covers manufacturers defects. So to put it simply. If there an issue caused by dropping the phone or there is damage/liquid damage it's not covered. If you have an issue that is not your fault.. like 8 months from now the speaker stops working and there's no damage then it's covered
Click to expand...
Click to collapse
I assumed that, but who handles it? Verizon or Google?
PsiPhiDan said:
I assumed that, but who handles it? Verizon or Google?
Click to expand...
Click to collapse
"Google" is effectively manufacturer, but you go thru your carrier to access it (unless you bought from Google Store).
Because carrier wants a chance to fix it, and because agreements are very particular, Verizon and YOUR deal may give you drop damage warranty (etc) if you pay insurance, but one year Google warranty (thru carrier) still applies.
Like every product for years.....
Sent from my sailfish using XDA Labs
Does Google normal 1yr warranty apply to devices purchased not from Google Store or Best Buy/VZW? Looking at buying one on Swappa.
I would think that a "New-resale" listing the Google warranty would start at the day I purchase it since i have receipt proving that device was purchased as New.
I would think that "used" devices warranty would be from build or original purchase date. So...the phone came out less than a year ago...so technically, all the used ones being sold right now should still be under 1 yr warranty right?
Edit: found this on google site: soo...is Swappa considered a "authorized seller"?
"Limited warranty
Google warrants that a new Phone (including any ancillary parts that may be packaged with it) will be free from defects in materials and workmanship under normal use in accordance with Google’s published user documentation for one year from the date of original retail purchase in its original packaging by you. If a Phone has been refurbished, Google warrants that the Phone (including any ancillary parts that may be packaged with it) will be free from defects in materials and workmanship under normal use in accordance with Google’s published user documentation for ninety days from the date of retail purchase by you (these warranties are collectively referred to as our “Limited Warranty”).
This Limited Warranty is only valid and enforceable in locations the Phone is sold and will apply only if you purchased your Phone from Google or its authorized resellers. This Limited Warranty only applies to hardware components (and not any software elements) of the Phone, and this Limited Warranty does not apply to damage caused by normal wear and tear, accidents, misuse (including failure to follow product documentation), neglect, disassembly, alterations, servicing other than by Google authorized technicians, and external causes such as, but not limited to, water damage, anomalies in the electrical current supplied to the device, and extreme thermal or environmental conditions. This Limited Warranty does not guarantee that use of the Phone will be uninterrupted or error free."
https://support.google.com/store/troubleshooter/3070579#ts=7168940,7169349
Edit 2: Guess i found my own answer...nope...no warranty even if bought new on Swappa.
https://productforums.google.com/fo...xt-place=topicsearchin/phone-by-google/swappa
https://support.google.com/store/answer/6160400?hl=en-AU&ref_topic=3244667
I'm thinking about selling my Pixel XL that I purchased new from the Google Store two months ago so I asked Pixel Support about the warranty. They told me that both the manufacturers warranty and the extended warranty were transferable to the new owner. They said the new owner wouldn't even need a receipt from me because the phone could be traced back to the original purchase at the Google Store via the device IMEI number. I'm not sure if the situation is different if the phone wasn't originally purchased from the Google Store. I contacted Pixel Support twice to verify the information and both times they told me the warranties are transferable to the new owner. You might want to contact the seller on Swappa and find out where the phone was originally purchased when new.
The azurian extended warranty plan does have a transfer website you can go to that requires the the serial number and the original owners email address and then sends an email to both parties and they both have to click links in order to confirm the transfer. But I have read quite a few forms where people have tried to make use of the warranty repair and not being the original owner the repair was denied.
---------- Post added at 03:47 AM ---------- Previous post was at 03:37 AM ----------
But yes...I'm looking at getting a pixel XL 128gb...but new with the special 2yr warranty...for $1,048 plus shipping...makes my stomach turn .most I have ever paid for a phone is around $200...lol. so I'm looking at resale or used ones...but with the camera Halo and mic issue I have read about...kinda hesitant if no warranty. Also...I read the pixel has a form of Google lock like iCloud lock that if it was not removed from owners account...u can't activate it. Don't know if that's true or not..
Anyway..my LG V10 crapped out on me...I'm ok with the Moto X pure I have as spare phone..but really want that camera the pixel has....and a 6in pixel 2 is too big for me...once that comes out end of the year. So the current XL seems to be my only option . I doubt I can get one used still with extended Google protection for $500 -$600 though...but $1k is a hell of a lot to pay for a phone with no micro SD, no AptX and not fully water resistant as much cheaper phones.
The phone is ludicrously overpriced but with 128g model the lack of a USB card wouldn't be an issue for most people and other high priced flagship phones are doing the same thing. The camera flare and mic issues are old ones that were fixed with software updates. Pixel support definitely told me on two occasions speaking to two different people that the manufacturers warranty on my phone was definitely transferable to the new owner but the policy might be different if the phone wasn't originally purchased directly from the Google Store. You could ask to see the seller 's purchase receipt before buying to see where the phone originally came from. You can also contact Pixel support yourself on the Internet even though you don't have a Pixel yet and explain to them that you are receiving contradictory information regarding whether the warranty would transfer and see what they tell you.
speedingcheetah said:
The azurian extended warranty plan does have a transfer website you can go to that requires the the serial number and the original owners email address and then sends an email to both parties and they both have to click links in order to confirm the transfer. But I have read quite a few forms where people have tried to make use of the warranty repair and not being the original owner the repair was denied.
---------- Post added at 03:47 AM ---------- Previous post was at 03:37 AM ----------
But yes...I'm looking at getting a pixel XL 128gb...but new with the special 2yr warranty...for $1,048 plus shipping...makes my stomach turn .most I have ever paid for a phone is around $200...lol. so I'm looking at resale or used ones...but with the camera Halo and mic issue I have read about...kinda hesitant if no warranty. Also...I read the pixel has a form of Google lock like iCloud lock that if it was not removed from owners account...u can't activate it. Don't know if that's true or not..
Anyway..my LG V10 crapped out on me...I'm ok with the Moto X pure I have as spare phone..but really want that camera the pixel has....and a 6in pixel 2 is too big for me...once that comes out end of the year. So the current XL seems to be my only option . I doubt I can get one used still with extended Google protection for $500 -$600 though...but $1k is a hell of a lot to pay for a phone with no micro SD, no AptX and not fully water resistant as much cheaper phones.
Click to expand...
Click to collapse
not entirely sure if AptX is shipped with O DP3, but it's an option on DP3 under developer options and selecting your codec. AptX HD is there as well.
fatapia said:
not entirely sure if AptX is shipped with O DP3, but it's an option on DP3 under developer options and selecting your codec. AptX HD is there as well.
Click to expand...
Click to collapse
yes i read that...but Android O is not gonna be out for a while. And I wonder how Google is gonna price the Pixel 2 phones( assume they will come with O)...i'm sure the 1st gen will be discontinued from play store asap...that is what i was told happened with the Nexus phones.
speedingcheetah said:
yes i read that...but Android O is not gonna be out for a while. And I wonder how Google is gonna price the Pixel 2 phones( assume they will come with O)...i'm sure the 1st gen will be discontinued from play store asap...that is what i was told happened with the Nexus phones.
Click to expand...
Click to collapse
true, they did hold out on O until the Pixel was released so there's nothing to say they wouldn't do they same with the pixel 2... yeah no doubt they'll ax it quickly like they did the 5x/6p
fatapia said:
true, they did hold out on O until the Pixel was released so there's nothing to say they wouldn't do they same with the pixel 2... yeah no doubt they'll ax it quickly like they did the 5x/6p
Click to expand...
Click to collapse
Hopefully Google will treat first gen Pixel owners better than they treated 5X/6P owners when the Pixel2 comes out. I have a 6P as well and I felt like to Google we become second class citizens overnight.
Google will not honor warranty
I purchased "new" 128gig Pixel XL from Fry's Electronics (a Google authorised reseller) on January 20th 2018, it died on July 16th 2018. I called Google to get an RMA under warranty and was informed that the warranty on my phone had expired on June 25th 2018 ( total of 5 months after purchase) and I should take it up with Fry's. I went face to face with the store manager at the Fry's store where I had purchased the phone. He basically blew me off saying I should take it up with Google. My phone is currently at an authorised Google repair center while I try to get American Express to repair or replace under their extended warranty. However I expect that they will refuse on the basis that I must have not purchased a new phone. I have been screwed by Google and their distribution network partners.
BE CAREFUL WHEN YOU BUY A GOOGLE PHONE. Get the IMEI number and check with Google how much of the warranty still exists.

Pixel XL RMA from Hell

Alright... so this is a long story, but I needed some input to see if anyone has some suggestions. The whole story starts in November around Thanksgiving. I ordered a Pixel XL through Verizon. Sometime Mid-January I actually received the thing and it seemed to be going great. Until the battery stopped charging reliably and randomly just dropping 15% or so in about a minute. I called Verizon and they would replace the device, but had no idea when I could expect a new one. I then called Google. Google said since I got the device from Verizon they would only offer a "Standard Exchange" and not an Advanced. They "claimed" it was something about not having some random information, despite me offering to provide any information or even pay for the device until the got it back. They still refused, but since they had the devices in stock I sent my phone away to be replaced.
Fast forward about 4 and a half weeks (including MANY emails and phone calls) I finally got my device. During those 4 weeks I got numerous stories from Google about how my replacement was sent and then returned to them (but they didn't have tracking information), was sent and to be received the next day (this time they sent me tracking information for the return and not any replacement), and the stories go on... It would have been funny if it wasn't so depressing how disorganized and inept they seemed to be.
I swapped my sim card and my phone worked for about 5 days until today. It stopped working and said I needed to activate it. I called Verizon and they said the device couldn't be activated because it didn't exist in their system. This is RMA device from Google was marked as a Verizon device and had a Verizon Sim in it when I received it from Google.
The Verizon rep called Google. The Google 1st tier was clueless, and got a 2nd tier. He was also clueless. He kept saying that the devices were unlocked. He was surprised it even had a sim card in it when I got it. He then transferred me to a 3rd tier who said we should replace the device, but again because I didn't buy it from Google they would only offer a standard replacement (yes.. the same replacement that took 4 weeks before).
He offered to "escalate it", whatever that means. Verizon can't replace the phone because they have no record of this device... Google will only replace it in about 4 weeks... and I have a device I can't use....
Honestly I'm not even sure what to do. The Verizon lady told me that Google is supposed to register the phones with them but they didn't. Even Google admitted that this was their problem, but still will only offer a standard replacement.
Anyone had an experience like this? Anything I can do?
https://forum.xda-developers.com/showthread.php?t=3552032
I had a similar situation, read through this thread. Basically Verizon should communicate with Google to have the IMEI of the device added to their network then it can be activated.
Sent from my Pixel XL using Tapatalk
FUZER384 said:
https://forum.xda-developers.com/showthread.php?t=3552032
I had a similar situation, read through this thread. Basically Verizon should communicate with Google to have the IMEI of the device added to their network then it can be activated.
Sent from my Pixel XL using Tapatalk
Click to expand...
Click to collapse
Interesting.... I'll touch base with Verizon. I'm going to try to go that route. My "standard replacement" was slow as hell.. How long did yours take?.... Mine took 4 weeks.
efaden said:
Interesting.... I'll touch base with Verizon. I'm going to try to go that route. My "standard replacement" was slow as hell.. How long did yours take?.... Mine took 4 weeks.
Click to expand...
Click to collapse
About a week. Once the tracking information started reporting they sent replacement
Sent from my Pixel XL using Tapatalk
FUZER384 said:
About a week. Once the tracking information started reporting they sent replacement
Sent from my Pixel XL using Tapatalk
Click to expand...
Click to collapse
Yeah. I printed the smart post label on a Sunday and posted that Monday. It took 3.5 weeks for them to receive and process my phone. Then 3 days to ship and 3 days in transit. So a little over 4 weeks to actually get my phone.
Yeah they never waited until mine got there. Actually my replacement got to me before my phone got to them. Not sure if me having a Google Financing account had anything to do with it.
Sent from my Pixel XL using Tapatalk
FUZER384 said:
Yeah they never waited until mine got there. Actually my replacement got to me before my phone got to them. Not sure if me having a Google Financing account had anything to do with it.
Sent from my Pixel XL using Tapatalk
Click to expand...
Click to collapse
To top it off they used smart post both ways....
FUZER384 said:
Yeah they never waited until mine got there. Actually my replacement got to me before my phone got to them. Not sure if me having a Google Financing account had anything to do with it.
Click to expand...
Click to collapse
I just tried to do an RMA with Google for my phone bought by a third party dealer, and they told me that they won't ship it until they receive it.
zaksimmermon said:
I just tried to do an RMA with Google for my phone bought by a third party dealer, and they told me that they won't ship it until they receive it.
Click to expand...
Click to collapse
Yep... and they use smart post... and take about 6 days to "process" it after they get it back...
zaksimmermon said:
I just tried to do an RMA with Google for my phone bought by a third party dealer, and they told me that they won't ship it until they receive it.
Click to expand...
Click to collapse
In this thread there is another guy that got his before they received his old phone
Sent from my Pixel XL using Tapatalk
FUZER384 said:
In this thread there is another guy that got his before they received his old phone
Click to expand...
Click to collapse
There are multiple threads like this, and in them have multiple people that will tell you that Google will send your replacement as long as they see the tracking info.
zaksimmermon said:
There are multiple threads like this, and in them have multiple people that will tell you that Google will send your replacement as long as they see the tracking info.
Click to expand...
Click to collapse
Man that sucks really bad. I am hoping I won't have to deal with that through Project Fi. They were pretty good when I had the 6P.

Verizon Replacement

My Pixel 2XL has had terrible battery life recently, and Accubattery tells me that my estimated capacity is around 3000 mAh.. I'm considering getting a replacement from Verizon since my family has the insurance plan, but does anyone know if Verizon is still replacing phones with Google versions? My first replacement (current phone) was one directly from Google, which allowed me to unlock/root, etc. Just wanted to see if anyone had replaced recently before I make up my mind!
aznsensazn29 said:
My Pixel 2XL has had terrible battery life recently, and Accubattery tells me that my estimated capacity is around 3000 mAh.. I'm considering getting a replacement from Verizon since my family has the insurance plan, but does anyone know if Verizon is still replacing phones with Google versions? My first replacement (current phone) was one directly from Google, which allowed me to unlock/root, etc. Just wanted to see if anyone had replaced recently before I make up my mind!
Click to expand...
Click to collapse
The last replacement from Verizon was definitely locked...I'll go through Google if you want a unlocked one that's what I did when I ran out of replacements from Verizon and completely free btw.
trev23sks said:
The last replacement from Verizon was definitely locked...I'll go through Google if you want a unlocked one that's what I did when I ran out of replacements from Verizon and completely free btw.
Click to expand...
Click to collapse
Okay, I see. Would you mind pointing me in the right direction for a replacement from Google? I bought the phone through Verizon a year ago so I'm not sure where I should file a claim. Thanks!
aznsensazn29 said:
Okay, I see. Would you mind pointing me in the right direction for a replacement from Google? I bought the phone through Verizon a year ago so I'm not sure where I should file a claim. Thanks!
Click to expand...
Click to collapse
Hit up Google in the Support tab in your settings and let them know your issue and they will call back asap
trev23sks said:
Hit up Google in the Support tab in your settings and let them know your issue and they will call back asap
Click to expand...
Click to collapse
Turns out Google can't send me the replacement first, so I'd be stuck 5-10 days without a phone... Ended up going with Verizon's replacement, but I guess we'll test my luck when it comes to bootloader unlockability.
How much was the replacement by Verizon? You could've gotten the battery replaced for $79.99 at ubreakifix store.
aznsensazn29 said:
Turns out Google can't send me the replacement first, so I'd be stuck 5-10 days without a phone... Ended up going with Verizon's replacement, but I guess we'll test my luck when it comes to bootloader unlockability.
Click to expand...
Click to collapse
Sent from my Pixel 2 XL using Tapatalk
EeZeEpEe said:
How much was the replacement by Verizon? You could've gotten the battery replaced for $79.99 at ubreakifix store.
Sent from my Pixel 2 XL using Tapatalk
Click to expand...
Click to collapse
I thought about that option, but then I wouldn't have a technical IP rating. Also because the replacement from Verizon was free, since I'm within the two year manufacturer warranty. I figured I may as well test my luck with a certified refurbished unit, just fingers crossed it's unlockable.
Free beats $79.99. Would've done the same thing.
aznsensazn29 said:
I thought about that option, but then I wouldn't have a technical IP rating. Also because the replacement from Verizon was free, since I'm within the two year manufacturer warranty. I figured I may as well test my luck with a certified refurbished unit, just fingers crossed it's unlockable.
Click to expand...
Click to collapse
Sent from my Pixel 2 XL using Tapatalk

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