Develop Bugs

Play Store Purchase Nightmare...

I recently purchased a GSM Galaxy Nexus from the Google Play Store which I am extremely happy with.
My mother (who is in dire need of an upgraded device) was drooling over this phone when she first saw me with it. So, as a mothers day gift I purchased one for her and shipped it to her address.
She called me when she received the device (last thursday) and told me that the shipping packaging was completely sealed, but the nexus box inside had a broken seal and the device's plastic protectors were pealed off and stuck to the inside of the box.
My mother gave me a ring and asked me to contact Google and would not power on the device because wanted an unopened one.
I rang Google yesterday and informed them I received a device in an opened box with a broken seal. Google said that was a bit weird, but if the device is working properly they see no need in taking any action.
So, this was relayed to my mother and I had asked her to try the device for a day or so and report back. She called me this morning to tell me that the phone was constantly turning off when charging.
I immediately called Google back today and reported the issue and asked for a replacement device. They instructed me to contact the manufacturer to resolve any issues with the device.
Now - I'm at work and I wasn't able to scream my head off, so I kindly ended my conversation with the Google representative.
I have yet to contact Samsung, but I would imagine they would want to service the device.
My question to you is: should I continue to argue with Google about replacing my device or is it really something I'm going to have to deal with Samsung about?
I really don't think that if I purchased something from a store the seller should tell me to contact the manufacturer if the purchased merchandise was open and not functional upon receipt of that merchandise directly from the seller.
Should it not be a simple refund or exchange?
UPDATE: According to the Google representative I just spoke with, Google no longer handles exchanges as of Friday 4 May. They redirected my call to a Samsung representative for an exchange. Samsung took down my IMEI number and processed an RMA for the device. I must now wait up to 24 hours to be contacted by Samsung so that I may provide my credit card information in case I don't return the device within 30 days.

Ask for an RMA

Yes it should but Samsung is only going to tell you send in the device and they will fix it but I wouldn't want a refurbished device that was supposed to brand new
Sent from my Sprint Galaxy Nexus CDMA using xda premium

They should just ship you a new one over night,
Sent from my Galaxy Nexus using Tapatalk 2

If your within your refund window you should send it back.

WiredPirate said:
If your within your refund window you should send it back.
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Do you know what that refund window is per chance?
EDIT: nevermind found it!
Returns
To seek a refund for all or part of your purchase within 14 days of delivery, contact our support team by phone. What to expect when you call:
Our support team will ask for the e-mail address associated with your Google Wallet account, or the IMEI number for the phone you're returning.
We send a Return Merchandise Authorization (RMA) and a pre-paid UPS shipping label to your email address; two emails.
Print the RMA (attached to the email) and place the form inside of the return shipping box.
Print the pre-paid UPS shipping label and attach the label to the outside of the shipping box.
For information on preparing your phone for return, go here.
You can initiate a return within 14 days of delivery. Upon receipt of your returned device, we'll issue a refund to the original Google Wallet account minus a 15% restocking fee. We may waive the fee for an unopened box in perfect condition. For damaged units, customers may be charged additional restocking fees based on the state of your returned device.
Refunds for returned devices will be issued to the credit card used when making the original purchase with your Google Wallet account. You will not be refunded for the shipping cost of the original purchase.
Replacements
Within 14 days of delivery, if you happen to receive a defective device that you'd like to exchange for a functioning device, please contact our support team for further assistance.
If you have configured your phone as a virtual wallet, using Google Wallet as a form of payment, prepare to switch devices.
As a precondition of replacement, Google may remotely disable the damaged phone which is to be returned to Google, with the consent of the purchaser.
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And this seems to have answered all of my questions. I'm going to demand a replacement as I am still entitled to one.

^Fs said:
Do you know what that refund window is per chance?
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14 days but there is a restocking fee of 15% I believe. However, they should replace the phone by overnighting a new one. If they won't, call them back until you find someone who will.

^Fs said:
Do you know what that refund window is per chance?
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It would be 14 days from the dispatch date
Sent from my GT-N7000 using xda premium

damn that sounds skeptical. maybe someone at Google, or UPS (or someone in between) got a hold of it...Or maybe they accidentally threw in a defective unit instead of a new one?
Makes me wonder when I am buying a new handset, is it REALLY new?

p00kienrayray said:
damn that sounds skeptical. maybe someone at Google, or UPS (or someone in between) got a hold of it...Or maybe they accidentally threw in a defective unit instead of a new one?
Makes me wonder when I am buying a new handset, is it REALLY new?
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I just think they're hesitant on giving me an RMA for a replacement because I've already replaced my first device due to a grainy discolored screen with a lot of ghosting.
The one I have now is great.
Hopefully they won't give any more troubles with the replacement of the second purchased device.

^Fs said:
I just think they're hesitant on giving me an RMA for a replacement because I've already replaced my first device due to a grainy discolored screen with a lot of ghosting.
The one I have now is great.
Hopefully they won't give any more troubles with the replacement of the second purchased device.
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They shouldn't. The gnex you bought for your mom is a completely different order. Besides, if their policy is to replace it, that's what they'll do.

I no I'm not in America but on every phone box I have scene in the uk. The label says don't accept this item if the seal is dam aged in anyway!
Sent from my Galaxy Nexus using XDA Premium HD app

Updated OP with info on Google's new replacement policy, or lack thereof.

Sorry to hear about your experience. I suspected that if the majority of complaints were legit and were widespread beyond XDA perfectionists , that Google would be contacting Samsung and telling them 'this is your baby', because they were pissed that they were wasting as much resources answering calls, determining whether person merited a new unit, paying postage to return defective unit and send out new one, etc. I love my phone and am happy I got it, but until I know that quality control is better I'd be apprehensive recommending it to others. I know 400 US is a great price for a phone with these features, but it still is a lot of money and for that much people should have no remorse or fears that they're not getting exactly what they paid for.

This is what happens when people abuse returns process. Some people will never be happy and will return 4, 5, 6 devices. I don't blame Google to be honest.

bobsbbq said:
This is what happens when people abuse returns process. Some people will never be happy and will return 4, 5, 6 devices. I don't blame Google to be honest.
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Pretty much this. There has to be some push back on their end. If you stay polite but firm and persistent, they will most definitely overnight you a new phone.

bobsbbq said:
This is what happens when people abuse returns process. Some people will never be happy and will return 4, 5, 6 devices. I don't blame Google to be honest.
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+1
let it be.

BrianDigital said:
They should just ship you a new one over night,
Sent from my Galaxy Nexus using Tapatalk 2
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Unfortunately, this isn't Apple we're dealing with. Hate them all you want, but they will take care of issues ASAP.

bobsbbq said:
This is what happens when people abuse returns process. Some people will never be happy and will return 4, 5, 6 devices. I don't blame Google to be honest.
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Click to collapse
+1

Things to know about Samsung warranty service via AT&T

I recently had warranty service on my Note 4 through AT&T. The process turned out to be considerably more difficult - and potentially financially risky - than I expected. There are a lot of things that I know now, that I wish I had known at the beginning of the process. Therefore, I'm writing this summary to help prepare other AT&T customers who need service for their Samsung (and probably other) products.
If you don't care about the back story, just scan for the bolded TAKEAWAY lines below, or skip to the SUMMARY section at the end.
THE ISSUE
I bought a new (not refurbished) Note 4 a few months ago. From the moment I got it home, away from the blazing fluorescent lights and full screen brightness in the AT&T store, I noticed the dreaded pink tinted screen issue. The effect was minor at first, but grew in intensity over the subsequent weeks. It was bad enough within just a couple of days that I couldn't see the right-most digit of my alarm clock app at all when I had the brightness turned way down for nighttime (this would be at the top of the screen, they way it sits horizontally on my stand).
Having had a similar, but more severe, screen issue that rendered my Galaxy S4 unusable, I was particularly sensitive to screen quality and resolved to get this fixed.
MY OPTIONS
I had two primary options for fixing the problem (probably in addition to purchase protection on my business credit card):
1. Samsung warranty: Covers manufacturer defects for one year
2. AT&T insurance policy (well, 3rd party policy that AT&T sells): Covers virtually any kind of defect, damage, or loss, after paying the deductible
I decided to pursue Option 1, for two reasons. Firstly, the problem was clearly (to me, at least) a manufacturing defect. Secondly, the insurance policy had a $200 deductible. So, I stopped by the AT&T store in my local mall to get the phone fixed under warranty. No problem, right? I mean, my parents have had like a half-dozen iPhones fixed or replaced at the Apple store in their mall just by walking in off the street...
AT&T'S PROCESS
I learned my first lesson in the threshold of the door to the AT&T store:
TAKEAWAY 1: AT&T RETAIL STORES DON'T PROVIDE WARRANTY SERVICE FOR THE DEVICES THEY SELL
Huh? Given the aforementioned problem with my S4, I was shrewd enough to ask about the warranty before buying the Note 4. The AT&T person told me that it had a 1-year, manufacturer warranty. This was entirely correct. My mistake was interpreting this to mean that I could go back to the store where I had just bought the phone a few weeks prior and have it fixed under warranty. That's not the case. Instead, the person at the store handed me a business card with the toll-free number for AT&T Wireless support.
I went back home and called the number on the card. The person who helped me was prompt and professional. She logged the details of my issue, and explained the next steps to me as follows:
AT&T sends a new phone body
I swap my battery, SIM card, S Pen, and back cover to the new phone
I repackage my old phone body in the same box and mail it back to AT&T, postage pre-paid
So far, so good. But...
An AT&T person receives and evaluates the old phone
If the problem is deemed to be a manufacturer defect, the process ends for me here, and AT&T ships the broken unit back to Samsung
If the problem is deemed to be caused by physical damage, AT&T ships the old phone back to me, charges me the full retail price of the replacement phone, and I keep both phones!
Say what?! I asked what would happen in the unlikely case that the phone left my hands undamaged, but was damaged during shipping. She confirmed that AT&T would send the broken phone back to me and that I'd be stuck with both the old and new phones - and would have to pay for the new phone.
Dumbfounded, I asked for a way to mitigate the risk of my getting stuck with two phones. She recommended that I go back to my local store and have an AT&T employee inspect the phone, and add notes to my account stating that the phone is not physically damaged. Then, if it arrived damaged at the warranty center, they'd know that it had to have been damaged in shipping. She said that she'd leave my case open in her computer system, and that the next person I spoke with could complete the process after I returned from the store.
That sounded reasonable (enough). So, I went back to the retail store, an AT&T person looked at the phone, concluded that it was not physically damaged, and annotated my account accordingly.
I returned home, called the toll-free number again, and picked up where I left off. The person I spoke with this time reiterated the process to me, and confirmed that if the old phone arrived damaged, AT&T would send it back to me and I'd be stuck with it, stuck with the new phone, and charged for the new phone. "Except in this case", I added, "because the notes in my account said that the phone isn't damaged, right?"
Wrong.
If the old phone arrives damaged, I own both phones. "Why did I just go to the [email protected]#$ing store then?" He said that I shouldn't have, and that the previous customer service rep shouldn't have told me to do so. He said that I might damage the phone after leaving the store, before I ship it back to them, and therefore that the notes in my account meant nothing. He's right, of course.
After a spirited discussion, he made another good point - the warranty is from Samsung, not AT&T. AT&T provides warranty service as a "courtesy" to its customers. For phones with defects, AT&T can send them back to Samsung and get reimbursed. For physical damage, though, Samsung won't accept the phone under warranty. Therefore, AT&T needs some way to guard against getting stuck with a broken phone. Before proceeding, let's pause for another takeaway:
TAKEAWAY 2: AT&T DOES NOT WARRANTY SAMSUNG PHONES, SAMSUNG WARRANTIES SAMSUNG PHONES
This makes perfect sense, and I definitely see the problem from AT&T's point of view. Still, the original unresolved issue persists. So, I asked the guy what I could do to protect myself against the possibility of the old phone getting damaged in shipping. He offered that perhaps the manager at my local AT&T retail store could pack and ship the old phone for me. I agreed to that, and asked what would happen if it arrived broken due to shipping damage. He said I'd get stuck with both phones, same as before.
Flabbergasted, I stated that I was willing to assume the risk of damage during shipping, and changed topics.
Next I asked what would happen if the phone arrived at the AT&T service center intact, but that the person assessing the problem concluded that the pink screen problem was due to damage, rather than a manufacturing defect. He said I'd get stuck with both phones, same as before.
I asked how to determine, definitively, whether the issue was manufacturing-related or damage-related, prior to sending the phone back to the AT&T service center and starting the inexorable process that may lead to me getting stuck with two phones. After all, the person in the retail store who annotated my account said that it was a manufacturing defect? He said that AT&T retail employees are not qualified to distinguish between manufacturer defects and physical damage. Another takeaway:
TAKEAWAY 3: AT&T RETAIL STORE EMPLOYEES ARE NOT QUALIFIED/TRAINED/AUTHORIZED TO ASSESS WARRANTY-RELATED ISSUES
(Makes all you AT&T store employees out there feel valued by your employer, eh?)
Fortunately, the guy on the phone was trained to make these types of assessments. Based on our call so far - and never having seen my phone in person - he says that the pink screen was most likely due to physical damage. With steam coming out of my ears, I told him that I wasn't even going to debate whether the issue with the handset was a defect or damage, but rather would stick to trying to understand the Kafkaesque service process.
Specifically, I said that the previous phone rep who I spoke to said that she thought the issue was due to a defect. So, regardless of who is right and who is wrong, the dilemma is that two different AT&T people made two different assessments about the root cause of my phone's problem. In one case, I could get it fixed for free. In another case, I end up spending over $1,500 for two phones, one of which is broken.
Naturally, I asked what my recourse was if the AT&T warranty center person determined that the issue was due to physical damage, but that I still thought it was a defect. He said I'd get stuck with both phones, same as before. I asked if there was an appeals process. No, there isn't. Next takeaway:
TAKEAWAY 4: IF AT&T SENDS YOU A NEW PHONE UNDER WARRANTY AND YOU SEND THE OLD ONE BACK TO THEM, THE PROCESS WILL RESULT IN ONE OF TWO OUTCOMES, AT AT&T'S SOLE DISCRETION:
A) AT&T DETERMINES THE ISSUE TO BE A DEFECT, AND YOU KEEP THE REPLACEMENT PHONE FOR FREE
B) AT&T DETERMINES THE ISSUE IS DUE TO DAMAGE, THEY SEND YOU YOUR OLD PHONE BACK, CHARGE YOU FOR THE NEW PHONE, AND YOU KEEP BOTH.
Period. End of story. No appeal. No recourse. Just roll the dice and pray that the AT&T warranty person who you've never met and never get to talk to ends up looking at the phone and coming to the same conclusion as you.
Unconvinced that a company as big and mature as AT&T didn't have some reasonable solution, I inquired, yet again, about options. There were two remaining:
1. Send the phone to Samsung for warranty service by mail
2. Take the phone to an AT&T Device Support Center for in-person service
The first option would leave me without a phone for a week or two. But, Samsung wouldn't stick me with an extra phone the way AT&T would.
TAKEAWAY 5: YOU CAN SEND YOUR PHONE DIRECTLY TO SAMSUNG FOR WARRANTY SERVICE, WITHOUT INVOLVING AT&T IN THE PROCESS
I don't know how easy or hard it is do work with Samsung, or what their process is if you think there's a defect and they think there's damage, etc... I'll leave that for someone else to explain.
But, this second option sounds good - an AT&T Device Service Center. As it turns out, this is what I was looking for all along! It's a real building, with real AT&T employees, who are qualified to assess warranty issues, and able to repair/replace defective phones. Perfect! The closest one to me is 225 miles away (which took the phone rep 10 minutes to find, because their system is only set up to offer this option if the Center is within 50 miles), but I GLADLY drove down there to get my phone fixed. The person there looked at my phone, immediately judged the issue to be a defect that was covered by warranty, and in 2 minutes had me set up on another Note 4 with a spectacular screen. So:
TAKEAWAY 6: YOU CAN TAKE YOUR PHONE TO AN AT&T DEVICE SERVICE CENTER FOR IN-PERSON WARRANTY SERVICE
TAKEAWAY 7: THERE ARE VERY FEW AT&T DEVICE SERVICE CENTERS, SO YOU MAY NEED TO TRAVEL A LONG DISTANCE TO GET TO ONE
SUMMARY
To summarize the preceding dissertation, AT&T customers with Samsung (and possibly other) phones who need warranty service should know:
The phone's warranty is from Samsung, not AT&T
AT&T provides in-person warranty service, on behalf of Samsung, through Device Service Centers only, not through retail stores
AT&T Device Service Centers are few and far between, so be prepared to travel
Warranty service by mail through AT&T is not a viable option, because you can get stuck paying for two phones, at AT&T's sole discretion, and have no recourse
Oh, and two more:
The pink screen issue is for real - and really obvious when it happens; folks who are adamant that it's imaginary, that we're looking at our screens crookedly, or that we're otherwise obsessing over something minor are just lucky enough to have units with good screens
A good Note 4 screen is AMAZINGLY good - if you have the pink screen issue, go through the hassle to get it replaced; you won't regret it

Some AT&T stores do provide warranty right on sight, for instance I work at one that doesn't have warranty on site but two hours away there is another AT&T that handles all warranty in store. And a one year manufactures warranty is just that, the manufacturer is responsible for the warranty, so you can go through samsung or you can go through att except for Apple products, anything past the 4s is handled by Apple exclusively. With that being said as long as you don't send a device with signs of phisical or water damage you won't be charged for warranty by either company. The nice thing if you're close to a service center is you can get a new phone same day, regardless of which way you go, att or sammy, if you mail it out expect to wait for a phone. Just remember, manufacturer does not mean att, verizon, sprint and t mobile are responsible for the issue, they will do an exchange by mail as a courtesy, not because they promise the device will work with no hardware faults. The only phones att takes responsibility for are the unbranded att phones we sell l, but again that's not in store, unless it's a service center, otherwise there is too much overhead to hold that much inventory reserved for warranty issues.

Here is a link where you can find device service centers for AT&T, its near lower down on the page and will list places by state http://www.att.com/esupport/article.jsp?sid=KB91429
It will download a pdf with the locations

thanitos said:
Some AT&T stores do provide warranty right on sight, for instance I work at one that doesn't have warranty on site but two hours away there is another AT&T that handles all warranty in store.
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QUESTION: Is this second store considered a "Device Service Center", or is it just a regular, retail AT&T storefront?
According to 1) the guy at my retail store 2) the first customer service phone rep and 3) the second customer service phone rep, only the Device Service Centers are able to do warranty service. Perhaps some are co-located with retail stores, but they were pretty clear to me that retail stores, per se, couldn't service warranty issues.
thanitos said:
Just remember, manufacturer does not mean att, verizon, sprint and t mobile are responsible for the issue, they will do an exchange by mail as a courtesy, not because they promise the device will work with no hardware faults.
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Understood. But, when I buy a drill from Home Depot, they don't send me to Hitachi for service when it breaks. They don't make me drive three states away to an authorized Home Depot service center to have it fixed. I go to the store where I bought it, with my receipt, and they fix or replace it. Same with my tablet from Best Buy, auto recall at the car dealer, rotten fruit from the grocery store, everything I buy from Amazon, even stuff from eBay where I haven't reached an amicable settlement with the seller. They all honor the manufacturers' warranties in-house, or provide equivalent service for the products they sell in the infrequent cases that they prove to be defective.
My concern with AT&T is that they don't have my back - especially as a small business owner. I buy a new phone - the most expensive phone that they had in the store, mind you - and as soon as they swipe my card, that store is out of the picture. Subsequently, I have to follow this Rube Goldberg process to fix the problem if something goes wrong 5 minutes later.
I re-read the insurance policy during this whole process, as well, and I have the same concerns there. I haven't been through the insurance claim process, so I can't say first-hand whether it's easy or hard. But, the language definitely doesn't give me the impression that I can just walk into the store where I bought the phone, pay my deductible, and walk out with a new one. Maybe I'm wrong; if you know how the insurance claim process works, I'd be interested in hearing about your first-hand experiences as an AT&T employee.
To conclude, don't take my preceding comments the wrong way. I'm not some hater; on the contrary, I've been an outspoken advocate of AT&T because they've treated me so well. I've had generally excellent experiences with AT&T over the years and, consequently, I've recommended AT&T to many, many friends, family, and colleagues. Based on this experience, though, I'm looking at switching carriers - certainly when my current AT&T NEXT term is up, and possibly before (U.S. Cellular has a deal right now where they'll pay off my existing contract. I had them previously and loved them as a carrier). Having a cool new phone and lots of LTE coverage is great, but what's most important to me is the security of knowing that when something goes wrong, it'll get fixed promptly. That wasn't the case this time, and I don't have confidence that AT&T will be there for me the next time.
Anyway, thanks for taking the time to provide some feedback. Have a good day.

If you need to file a claim for insurance, it is done online or over the phone. You do not do in person at an att store.
I've done lots of warranty exchanges by mail with att over the last 13 years and I've never had an issue.

Honestly, I have AT&T and have had my a Note 4 replaced 2 times already. One due to charging just stopping at 35% and the other was a combo of the pink tinted screen and dead pixel in the top left. I went directly through Samsung. Their support is amazing. I went out and picked up a cheap ass Go Phone and activated that while Samsung had my devices. They even offer over night shipping if you want to pay for it. AT&T is just a horrible provider and I've only stuck with them since they were Cingular because they ALWAYS got the top brand phones. Now it seems T-Mobile and Sprint are getting the top brand phones more and more now so after this contract its time to say goodbye.
TL;DL
Always use Samsung warranty over AT&T warranty. More professional and less phonecalls/headaches.

DamageSource said:
I went directly through Samsung. Their support is amazing...Always use Samsung warranty over AT&T warranty. More professional and less phonecalls/headaches.
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I'm glad to hear that Samsung is this good about supporting their hardware. They're definitely not interested in hearing what customers have to say about their software (I have a thread on that topic somewhere around here). If this new Note 4 needs warranty service, I'll definitely call Samsung, in addition to AT&T, to see who has the better support option at that point in time. Honestly, I didn't even really consider calling Samsung for support this time around, because the phone was so new and I just assumed that AT&T would support the products that they sold in their stores.
From looking at the Samsung support site, they only have seven service centers in the whole U.S. I thought AT&T Device Support Centers were sparse, but I'd have to get on a plane to get to a Samsung one. All else being equal, I'd prefer to have in-person service for my devices. Especially for something like the pink screen issue - which drove me crazy, but that my wife could care less about - I think it's important to be able to demonstrate the problem to the service person face-to-face and explain how/why it impacts me. To that end:
QUESTION: Has anyone bought a phone from somewhere like Best Buy, Radio Shack, Costco, etc. and been able to get in-store warranty service/replacement?
I'm asking about service per the manufacturer warranty, not the type of paid extended warranty that Best Buy typically offers on their electronics (though the latter might be an alternative to the AT&T insurance). I'd actually stopped by the local BB to shop for the Note 4, but they said that they couldn't add it to my AT&T business account (despite my having called BB customer service first and confirming that my local store did service AT&T business accounts. Sigh...). Back to the point, I'd be interested in buying from a real store, with real product in-stock, who is willing to provide warranty service right from the retail location.
Anyway, I'm going to be upgrading another phone on this account soon, and I'm open to recommendations about where to buy the hardware (even if it means switching carriers). It probably won't be another Samsung, given the quality control issues I've had with both of my Galaxy products. But it might be. I'm open to alternatives. Thanks for your feedback.

mcmannion said:
QUESTION: Has anyone bought a phone from somewhere like Best Buy, Radio Shack, Costco, etc. and been able to get in-store warranty service/replacement?
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My brother only buys from Best Buy and he says that they replace the unit in store right there if it's in stock and if not you can go to an alternative location and pick it up if it's close by for you.

it is done online or over the phone. You do not do in person at an att store.

I can tell you from experience that Costco does replace phones. It is a 3rd party company that runs the phone kiosks in Costco warehouses and Costco themselves paid for a phone exchange for me because when I exchanged my S3 it was not on sale at the price it was on a Black Friday when I purchased it.
I have had AT&T phones for over 10 years & have exchanged defective units by phone/mail through AT&T too & never had a problem. AT&T normally sends a refurb rather than a new unit but as long as it works I'm satisfied.

Verizon Pixel and Warranty

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.
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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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Ugh... Thanks. I guess I'll wait and get a new black 128 when they become available and sell the VZ unit

RMA Hell with Google Support (Non Google Play device)

Hopefully, I will find help here.
ADDED INFO:
- Phone was bought from a local shop which is an authorized Bell dealer. The phone was bought off contract at full price. The phone was not bought from Google Play Store
So since I've opened the case with Google Support (from the settings menu on the phone). It's been almost two week. Here's the rundown.
I’ve contacted them three times, I have to repeat the same issues over and over. Google Support confirmed me that they were a call center located in the Philippines.
-Call #1: Talked to Nate (amazing dude) said that he was going to print me the RMA to send the labels to my email. I have to send the phone first and then I'll get the replacement soon. There was a problem to produce my RMA labels. He said he will call me back with a solution. He called me back saying there was an issue will escalated the issue.
Waited 3 days
-Call #2: I contacted them another time since I didn’t get any updates since. They ask to verify my account by providing them the 4 last digits of my credit card? Again, repeat the same thing. They can't generate the RMA tag. The issue has been escalated since the day of the call.
-Call #3: They asked me the IMEI of my Nexus 5 (lol what ?)... Again guy can't generate the tag. The issue has been escalated since a while now. I’m super sad.
- Chat session #1 and #2: Talked with a supervisor says he will get back to me with a solution. Sent me two emails, then silence. Same deal.
So far… very disappointed with Google. I mean, I didn’t buy it from the Google Play store, but I was expecting some premium level of customer service at that price tag. Hell, I could walk into a Apple or Samsung store and get it replaced.
I cannot believe that I'm getting this kind of service from a company like that.
UPDATE of January 30th
- Label was finally processed on January 24th
- Phone was shipped on January 25th
- Google received my Pixel on January 27th
- Google Shipping department confirmed they approved the replacement, I should expect my shipping tag in 1 -2 business days.[/I]
UPDATE of February 07
- I did not receive my phone. I have many exchanges with Google but nothing sent out yet. Just support saying its 'in process or has been escalated'

I feel the same way when I try and chat amazon support. I work in tech support for the other A company so I know how to be clear and simple when contacting support. I tell them my issue and provide ant details they will need like my order number. They respond back asking for my order number..

Don't ever use email or chat with Amazon. Call them. It's not easy to find the number on their site but its there. BTW, their # 1 (888) 280-4331
To the OP, if you didn't buy from Google did you buy from VZ? If not, where did you get it? If not an authorized seller, that may be your problem.
Just curious, what is the problem with the phone?

Waibashi said:
Hopefully, I will find help here.
So since I've opened the case with Google Support (from the settings menu on the phone). It's been almost two week. Here's the rundown.
<snip>
I cannot believe that I'm getting this kind of service from a company like that.
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Why do you think you will find help here? This is XDA not Google. Something is missing in your story and I'm not sure what it is. I'm also not sure what Apple and Samsung have to do with this. Or then again...

bobby janow said:
Why do you think you will find help here? This is XDA not Google. Something is missing in your story and I'm not sure what it is. I'm also not sure what Apple and Samsung have to do with this. Or then again...
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I'm looking to see if others did an RMA with a non-Google Play purchased phone to sum it up. Also, if they had the same troubles that I got.

Mike02z said:
Don't ever use email or chat with Amazon. Call them. It's not easy to find the number on their site but its there. BTW, their # 1 (888) 280-4331
To the OP, if you didn't buy from Google did you buy from VZ? If not, where did you get it? If not an authorized seller, that may be your problem.
Just curious, what is the problem with the phone?
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Massive burn-in on the three softkey buttons. I can see them everywhere except the home screen. Indeed, I bought the phone from a local shop downtown which isn't Verizon.

I hate I have to ask this... but is it real? I mean buy a super popular phone from a random vendor for all we know the guy could have dropped it in the toilet then repackaged, could be flipping damaged units from ebay, **** there might even be fake ones idk. The point is without a vendor we know anything about it's hard to say with certainty that it is google's fault.

Waibashi said:
Massive burn-in on the three softkey buttons. I can see them everywhere except the home screen. Indeed, I bought the phone from a local shop downtown which isn't Verizon.
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Well that clears it up a bit. You might want to go down to your local shop and demand a refund or open a BBB case against them if they refuse. I, personally, have never seen a local shop selling a Pixel or an XL. Why would you do that? Nonetheless, you can't blame Google, as you did in the OP, if they won't warranty a third party sale. Apple would repair and replace it for free? I think not.

Regardless of where it was purchased, Google should back up their hardware as it still has a Manufacturer's warranty. Besides, Google themselves already took responsibility of the replacement in the first call with Nate.
This is somewhat pathetic customer support.

tdct12 said:
I hate I have to ask this... but is it real? I mean buy a super popular phone from a random vendor for all we know the guy could have dropped it in the toilet then repackaged, could be flipping damaged units from ebay, **** there might even be fake ones idk. The point is without a vendor we know anything about it's hard to say with certainty that it is google's fault.
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It's 100% legit. The phone isn't a cheap Chinese knockoff. I verified the model number with my friend and they both match. Google says there is no problem with the warranty of the phone just it can't generate the shipping labels for me to send back the device.
bobby janow said:
Well that clears it up a bit. You might want to go down to your local shop and demand a refund or open a BBB case against them if they refuse. I, personally, have never seen a local shop selling a Pixel or an XL. Why would you do that? Nonetheless, you can't blame Google, as you did in the OP, if they won't warranty a third party sale. Apple would repair and replace it for free? I think not.
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I will try to contact the local shop where it was originally purchased but it's past the 30 days warranty. I bought this phone second hand and the previous owner has been a real gentleman by constantly providing me info and receipts one his purchase. It has been 3 weeks, and he's still contacting me to know if the issue as been resolved. The local shop is an authorized Bell dealer and carries the Google Pixel XL and Pixel. He bought it off contract, full price.
I dunno why you get so fired up with this, I'm not dishing anything on Google, I'm just trying to find someone with the same issue. Plus, even if let's the phone has "something" wrong with it... 2 weeks and no answer from a company is unacceptable. Also, why I purchased from secondhand? Because I've saved over 500$ instead of purchasing it through Google Play store because here in Canada they go for 1207.05$ with taxes.
xocomaox said:
Regardless of where it was purchased, Google should back up their hardware as it still has a Manufacturer's warranty. Besides, Google themselves already took responsibility of the replacement in the first call with Nate.
This is somewhat pathetic customer support.
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I agree. But even if I call them up, it's still the same discussion over and over. I can't even escalate this issue, I don't know where to find a mailing address for it.

Something still just doesn't seem right. Not generating a shipping label is no reason to not have an RMA number. (wow triple negative) Meaning you should have an rma number nonetheless. Ship it yourself at that point. I don't believe they ever had a return authorization for you which is why you are now stuck with the device. Second, you bought it from a Bell authorized store yet you have the contact of the original seller? So this store sells second hand / used phones? What the heck kind of store does that, a consignment store? It's time to either realize that you have a defective device and live with it (after all you did save $500) or contact the store and/or seller for a refund. I believe Google has figured out what happened and will not support a second hand device. Could be wrong and you will magically have some luck but I wouldn't count on it. That's why they are avoiding your calls.

I had this problem with the first gen Moto 360, I bought it off Amazon but apparently not from Amazon and they wouldn't repair a screen defect under warranty. They verified it was genuine but they wouldn't fix it.
Sent from my BTV-W09 using Tapatalk

Link to Google's Warranty document:
https://support.google.com/store/troubleshooter/3070579?hl=en#ts=7168940,7169349
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.
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Based upon this it seems to me that used devices aren't covered under warranty, there's no mention of transfer of warranty that I can find in the document though local laws may govern here. I could imagine things would be even more dire if a phone was purchased within the US and sold outside of it.

Time to get your money back. Maybe the original owner can get it fixed and then sell it back to you. Good luck.
Sent from my Pixel using XDA-Developers Legacy app

bobby janow said:
Time to get your money back. Maybe the original owner can get it fixed and then sell it back to you. Good luck.
Sent from my Pixel using XDA-Developers Legacy app
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I think you're out of luck. Google can rest on its warranty fine print.
Sent from my iPhone using Tapatalk

It's a simple fact Google is no apple but have the nerve to charge the same price. Wannabe apple!
I've had issues with Google before and have lost confidence in their customer services.
Keep pestering them until they sort out even write to them. Speak to manager demand to speak to managenent, it's completely unexceptable ignoring your issue.

riz157 said:
It's a simple fact Google is no apple but have the nerve to charge the same price. Wannabe apple!
I've had issues with Google before and have lost confidence in their customer services.
Keep pestering them until they sort out even write to them. Speak to manager demand to speak to managenent, it's completely unexceptable ignoring your issue.
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He did not buy it from an authorized dealer. He is SOL. Check the warranty. It sucks for him but no one here can help him. He needs to work with the seller, not Google. The warranty was violated. That's game over from a Google perspective.

riz157 said:
It's a simple fact Google is no apple but have the nerve to charge the same price. Wannabe apple!
I've had issues with Google before and have lost confidence in their customer services.
Keep pestering them until they sort out even write to them. Speak to manager demand to speak to managenent, it's completely unexceptable ignoring your issue.
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Apple would not do anything different than what Google did. Don't kid yourself. They also have a right to sell their phones for whatever price they want. You don't like it, don't buy it. We got spoiled with the older devices but that ship has sailed. The OP needs to realize he got screwed in order to save a few hundred bucks. It was a gamble that he lost.
Sent from my Pixel using XDA-Developers Legacy app

Mike02z said:
He did not buy it from an authorized dealer. He is SOL. Check the warranty. It sucks for him but no one here can help him. He needs to work with the seller, not Google. The warranty was violated. That's game over from a Google perspective.
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You can walk into Apple store whether you bought it from your uncle or an alien, as long as it's not reported stolen and within warranty your issue will be resolved.
Google is a bit of a joke simple as that, btw I'm an android fan but not a fanboy of any particular company. I just don't like people being ripped off.

riz157 said:
You can walk into Apple store whether you bought it from your uncle or an alien, as long as it's not reported stolen and within warranty your issue will be resolved.
Google is a bit of a joke simple as that, btw I'm an android fan but not a fanboy of any particular company. I just don't like people being ripped off.
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Really? Walk right in and get an exchange? You mean after you have to schedule with a "genious"? So I make my appointment and they run the IMEI and find it has a block? Think they will replace it? You may not like the Google warranty but you accepted it when you purchased the phone. I know most don't read it but that is Google's fault?
And what does the OP think anyone here can do to help him except to suggest he take it back? They saved some money and now he has a problem. Saving money is great but it comes with a risk.

Google does not honor Pixel warranty

I purchased a Google Pixel 2xl on eBay, and then the camera stopped working (the main reason I bought the phone). I contacted Google who confirmed that my phone was originally bought from Google Fi and was still under warranty, and therefore eligible for replacement. Google transferred ownership of the phone from the original owner to me in their computer system, which is required to process a replacement. They requested my proof of purchase, which I provided. However, since filing my warranty claim 38 days ago, Google has refused to send me a replacement phone.
I have been transferred continuously from their tier 1 support to tier 2 and tier 3 support, all who will not give me a valid reason why they will not send me a replacement. Most recently, I have been told by two different tier 2 support representatives that Google will not issue a replacement because my phone was bought on eBay. However, I have confirmed with 7 Google phone representatives and 6 Google chat representatives that a Pixel phone that was originally bought from Google Fi and then resold on eBay retains its warranty. According to Google policy, reselling a Pixel phone on eBay that was originally purchased from Google does not void its warranty. Still, Google is denying my warranty claim for this reason, which is a violation of my warranty, Google policy, and my rights as a consumer.
Recently my IMEI was mysteriously blacklisted, and I could not use my phone for one week, whereas it had no such problem in the 6+ months I had owned it. Since Google is the original seller and service provider of my phone, they are the only company that could blacklist my IMEI. After contacting Google, my IMEI was suddenly and mysteriously removed from the blacklist. Google has confirmed that my phone is not blacklisted, and that my phone has not been reported lost or stolen. But Google has not said they were responsible for the blacklist, even though they are the only company capable of this.
I have spent upwards of 25 hours working on this matter, on the phone with Google support and corresponding with them by email. On two occasions I called Google Home and the representative was attempting to transfer my call to Google Fi, but Google Fi declined my transferred call. They refused to speak to me two times, with two different representatives. Recently I have experienced my support calls and chats suddenly disconnecting without explanation, something that has never happened before. Something strange is going on at Google support, and it seems the support representatives are acting manipulatively and dishonestly.
I am simply trying to get my phone replaced due to a hardware malfunction, which is covered under warranty. I am the owner of the phone in Google's computer system, I have provided Google my proof of purchase, and my phone has not been reported lost or stolen. There is no reason for Google to deny my warranty claim. However, I have been manipulated and misinformed by Google support staff, given conflicting information, ensnared in endless bureaucratic delays and excuses, and had my IMEI temporarily blacklisted. This is the worst experience I've had with any consumer product in my life.
I seem to have exhausted all my options to pursue this matter with Google support. What should I do next?

bodhica said:
I seem to have exhausted all my options to pursue this matter with Google support. What should I do next?
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Post in /r/GooglePixel on Reddit and then place a Reddit request for help from dmziggy.
https://www.reddit.com/r/GooglePixel/comments/907qdg/introducing_reddit_request_for_rgooglepixel/

bodhica said:
According to Google policy, reselling a Pixel phone on eBay that was originally purchased from Google does not void its warranty.
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Google is usually very lenient regarding its policies with both the Nexus and Pixel devices. However, in this case you really don't have a leg to stand on. You aren't the original owner of this device, and only the original owner is entitled to warranty protection. Even if that were not the case, Google plainly points out the warranty only applies if purchased from them or an authorized retailer. That means Google, Verizon, or Best Buy. ebay isn't authorized, and neither is the original owner.
So you in effect have no warranty. You're not the original buyer and neither the original buyer nor ebay are authorized retailers. Now, I don't know if posting on the reddit thread will help, but it certainly can't hurt. Just be aware that if Google does finally replace your device it won't be because of the warranty.

I checked the warranty language and no where does it say that 2nd hand owners are eligible to a warranty. It also didn't say that you weren't sooo.
Thats the chance of buying used.

Regarding Google's warranty: legalese is rarely as black and white as it seems. A legal document is subject to interpretation, and this interpretation can be affected by real-world circumstances and practices, the law, and case precedents. Therefore, those who have asserted a firm opinion about Google's obligations or lack thereof solely by reading and interpreting the text of its warranty do not have a conclusive basis for their certainty.
Google's policy and practice is to honor its warranty on any phone that is originally purchased from Google, including instances when those phones are resold, and excluding instances where those phones are obtained through illicit means. The provision of Google's warranty that stipulates that Google's warranty will only be valid if the phone is bought from Google or an authorized retailer only applies to where the phone is originally purchased, and is unaffected by the phone being resold on eBay. This is the way the language of Google's warranty has been interpreted in practice by Google. I have confirmed this policy and practice through unanimous consensus among many Google 1st tier support representatives, and have not found any exception to this when researching online accounts of warranty redemptions from people who purchased their Pixel on eBay. In other words, reselling a Pixel phone on eBay does not void its warranty. Absent any possibility that a phone has been acquired through illicit means, there is no reason that Google would void or not honor its warranty on an undamaged phone originally purchased directly from Google. It is against their policy in practice, and therefore would violate their warranty. Given this pervasive practice by Google, from a legal standpoint Google is violating its warranty by denying my warranty claim.

When I was going to send my 2xl for warranty repair that was purchased from craigslist, they were going to refuse it as I was not the original buyer and could not provide the order number for the purchase. Luckily the guy I bought it from provided the Google Store order # and they transferred ownership to me and I was able to get it repaired free.

bodhica said:
Wall of text snipped.
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Your opinion is noted, but I think you're letting your anger cloud your reason. The written terms of a contract are of greater legal strength than a verbal agreement. Period. It doesn't matter how many tech support drones agree with you, you need to get it in writing that they will replace your device. Absent that, you're out of luck. Google's flexibility in applying their warranty does not equate to a contract.