Right now i am frustrated, upset and just don't know how to swallow this. Ill try to be short. Need advice on what to do.
I have previously had issues with two of my google xl phones.
I have returned one of them.
Received the second one as a replacement which was also problematic.
I have decided to return the Pixel stand along with that replacement phone together and get a refund. (Since pixel and the stand came as a deal)
Google sent me the packing slips, I remember asking the rep can if i could ship both items in one box to which i received a reply "yes" (not that it makes a difference)
I came to UPS gave the lady the box. phone and stand was in it. I also put return paperwork for the phone and for the stand in the box in front of her and past her two shipping labels. One for the stand and one for the phone. She closed the box and put only one packing slip on the box. Told me i have put the paperwork in the box already. There is no need to put the second shipping labels as its going to the same place. You get where im going with it now?
Google received the package in 2 days and started to process the refund for the pixel stand (as that was the packing slip she chose)
I have called them asking them about the phone and they knew nothing of it.
After over 4 weeks of trying to call them and get answers of my escalated case i received little to nothing. In fact calling them 3 weeks after they"ve received the package to get answers and they didn't even get my story straight. I had to tell them again what had happen. Obviously, shipping rep Lori, have told me not to worry, the box went into one room. They will find it......
So just now, i get an answer in my email saying "the package didn't contain the device" therefore no refund.
Feel free to tell me im an idiot do ship and do what i did. As Im entertaining that idea as well, sadly.
Im know what i put in the box so either UPS or Google had lost it or took it
I did take few pictures of the box with the phone and stand and packing papers in that UPS store before shipping them out.
If they would have told me right away there was no item i would have went to UPS store while the lady still remembered me. May be if they had video surveillance they could have pulled it as well. Now after a month im not so sure bout neither.
Cant they look at the pictures and see the time, date, location, authenticate it? Doesnt UPS ship the package with weight shown?? Im sure weight of the package was way heavier then just a single pixel stand. Wonder if they even called UPS.
Its very hard to swallow this as a lesson.
Tomorrow ill go talk to UPS see if i can get some answers. Ill call google tomorrow as well, see if i could get some answers as well.
I don't have any experience with returning items, but I do know that when trading in phones for credit towards a new device it explicitly states that you must send a separate package for each device being traded in as they are tracked individually. Sorry to hear that happened but if they had already paid for the shipping labels I guess I would have just boxed and sent separately since I wasn't paying the shipping...
I had the same issue with a phone I bought for my mom. They sent us the wrong phone and instructed us to refuse delivery and return to sender. Long story short, since they didn't tell me to use a label or send me one for return the phone got lost. So I was out $300 and three months of arguing. To make it worse they still tried to charge me the fee on Fi for not activating the phone on the plan. It really rubbed me wrong and even after all the good years they treated me well it still made me sour.
fury683 said:
I don't have any experience with returning items, but I do know that when trading in phones for credit towards a new device it explicitly states that you must send a separate package for each device being traded in as they are tracked individually. Sorry to hear that happened but if they had already paid for the shipping labels I guess I would have just boxed and sent separately since I wasn't paying the shipping...
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It was a refund tho. I wish it would say anywhere what you wrote, would have saved me.
As soon as they received the package I had a feeling they scanned it and tossed it to the side. Did little to nothing to investigate either.
Hoshneer said:
I had the same issue with a phone I bought for my mom. They sent us the wrong phone and instructed us to refuse delivery and return to sender. Long story short, since they didn't tell me to use a label or send me one for return the phone got lost. So I was out $300 and three months of arguing. To make it worse they still tried to charge me the fee on Fi for not activating the phone on the plan. It really rubbed me wrong and even after all the good years they treated me well it still made me sour.
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Sucks. I still can't swallow the loss.
All I have is these two pics.
Someone took or lost the phone.
It's painful to eat this.
Good luck, sounds like a nightmare.
Thegirlwiththepixel said:
Good luck, sounds like a nightmare.
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thx, it is.
From the moment i walked out of that UPS store i had a bad feeling. Thats why from my first call to them ive been pushing them to check and find the package but that goes nowhere when all people do is read the scrip on the phone. led nowhere. I know what i packed in and what i brought to UPS, so its blows so hard that im losing 1275 Cnd.
Will go to that ups place tomorrow, hope that lady works is there and pray to god she remembers me and our conversation. So we could go back to those fvckers and say look harder for the damn device.
As soon as they would have opened that box they would have seen two items and two pieces of paperwork for each.
Errrr I'll stop venting.
File against them in small claims court. Around here it costs like 50 bucks to file. That will at least get their attention.
I am about to do it over the 50 pre order credit, just because I am pissed about their BS.
Or maybe a shipping claim with the carrier.
TonikJDK said:
File against them in small claims court. Around here it costs like 50 bucks to file. That will at least get their attention.
I am about to do it over the 50 pre order credit, just because I am pissed about their BS.
Or maybe a shipping claim with the carrier.
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Great, thank you for the advice. Ill go to UPS tomorrow to chat to them but if i can go to a small claim court ill do that too. thank you, thank you.
I wonder if the lady at the store took it after you left. She could of easily told another employee/driver that hey there's a $1000 phone in there take it. Not very uncommon for UPS/FedEx etc to steal from customers.
OkayGK said:
Great, thank you for the advice. Ill go to UPS tomorrow to chat to them but if i can go to a small claim court ill do that too. thank you, thank you.
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Unfortunately, the pictures don't show a phone or a stand. They only show a box and some bubble wrap. So I don't think that's going to do it. Also, I don't think a UPS employee would take a $1000 traceable device and put at risk a job that probably pays a decent salary. But something happened to the device and you will just need to keep on Google to find out what happened. Has the phone been turned on? They should have a record of that as well as blacklisting the IMEI. It might take a while but with persistence you should get your money back.
Hello OkayGK, hope it all works out for you. I'm waiting for my phone to arrive. It's been 2 weeks. Can you please tell me how to get in touch with company reps. Thanks. Again I hope they resolve your issues and you get your refund. Good Luck.
Baby BB said:
Hello OkayGK, hope it all works out for you. I'm waiting for my phone to arrive. It's been 2 weeks. Can you please tell me how to get in touch with company reps. Thanks. Again I hope they resolve your issues and you get your refund. Good Luck.
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Hey. Funny I deleted my bookmark for Google support the other day to clean up my chrome Abit. I have the number for the saved to my phone. Didn't think I'd need the bookmark anymore.
Search through Google store in your account settings.
Should find it somewhere there.
For Canada here's the # (855) 836-3987
OkayGK said:
Hey. Funny I deleted my bookmark for Google support the other day to clean up my chrome Abit. I have the number for the saved to my phone. Didn't think I'd need the bookmark anymore.
Search through Google store in your account settings.
Should find it somewhere there.
For Canada here's the # (855) 836-3987
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Thanks for the info. I will look in my settings for contact info. I never got an email from them saying it was shipped yet. So i guess it's just do to normal delay time. I think if is not shipped the support reps. will not have any status info. on order.
I've read stories about people doing chargebacks in similar situations which can result in your entire Google account being closed. Just FYI if you intend to dispute the charge or file small claims, they may just close your account and move on.
zetsumeikuro said:
I wonder if the lady at the store took it after you left. She could of easily told another employee/driver that hey there's a $1000 phone in there take it. Not very uncommon for UPS/FedEx etc to steal from customers.
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Anything is possible but the lady was older and seamed nice. I kept thinking it was on googles end.
I went to talk to UPS, lady wasn't working. Talked to another gentleman there. He told me he will talk with her as well as if i need a letter from them they can assist. I was told as soon as the package leaves that store it is in UPS hands. So now, i think a driver or anyone else could have taken the item as well. Again, anything could happen at this point. I can entertain the ideas left and right where that phone could be.
Sucks
bobby janow said:
Unfortunately, the pictures don't show a phone or a stand. They only show a box and some bubble wrap. So I don't think that's going to do it. Also, I don't think a UPS employee would take a $1000 traceable device and put at risk a job that probably pays a decent salary. But something happened to the device and you will just need to keep on Google to find out what happened. Has the phone been turned on? They should have a record of that as well as blacklisting the IMEI. It might take a while but with persistence you should get your money back.
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Yeah, i doubt ups store took it, however drivers could... I've heard stories. Also, remember the story where google had chose a shipper to deliver phones to us and that company would take the phones out of the boxes and ship empty boxes? i think i read it somewhere here. Had me so paranoid, i was taking videos while unboxing my phones.
What UPS guy told me today is as soon as the package leave their location it goes to a wh. Where they weight the package and charge google according to its weight. Im sure they could look at that and see how heavy the box was when UPS shipped it. That would tell everything right away. If it was as light as just a stand means phone was taken out. If the package was heavy enough for a stand and a phone/accessories then its on googles end. Of course i could have put stones inside those boxes. Yet i wasnt even lucky enough to have google come back to me with that. Still have to call them see what where how etc.
I would not want to band the Imei as it can probably be changed remotely. Least if I let the IMEI number be there is a chance if the phone is in use it could show.
fury683 said:
I've read stories about people doing chargebacks in similar situations which can result in your entire Google account being closed. Just FYI if you intend to dispute the charge or file small claims, they may just close your account and move on.
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Sadly, i understand. I paid of my Mastercard as i kept waiting for weeks to get refund from them. I could of gave that phone or bought a new phone for my gf, or use that money for something else. The fact that some asshole may be using my phone or someone made a fvck up and got away with it, whether its UPS or Google, now thats hard to swallow. Im trying to be possessive and making my peace with it but ill also will keep trying to do everything i can to get the refund. Cant give up, yet. Im not rich to close my eyes on this it hurts and even rich people probably would still fight this.
here is the last response form google rep who was looking after my case.
Thank you for contacting Google Support!
Thanks for contacting us about your order. We’ve carefully reviewed your case and our records confirm that the package you have sent us does not contain the device, therefore we have not processed the refund.
As a next step, you may consider initiating an investigation with the carrier or notify local law enforcement. We’ll be happy to assist in an investigation.
The more I think about this, it's a straight up UPS claim and you will not have much if any trouble getting UPS to pay up.
How did you purchase the phone? All debit and credit cards with Visa/MasterCard on them have protection built in. Contact your card provider. It does not matter if you paid it off. Hopefully you have the UPS tracking # too as they are likely the ones that your card or Google is going to go after, after the fact as all shipments have insurance on them.
OkayGK said:
Great, thank you for the advice. Ill go to UPS tomorrow to chat to them but if i can go to a small claim court ill do that too. thank you, thank you.
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Any update? I hope you able to make headway, sending good vibes.
smartymcfly said:
How did you purchase the phone? All debit and credit cards with Visa/MasterCard on them have protection built in. Contact your card provider. It does not matter if you paid it off. Hopefully you have the UPS tracking # too as they are likely the ones that your card or Google is going to go after, after the fact as all shipments have insurance on them.
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I have two credits link to google as well as paypal. Now i think just one credit as the limit on it was increased so there was no need for another but at the time of purchases ive had two.
I don't know why the credit card is liable for this. I know, i know get my money anyway... who cares where it comes from but now the more i got to sleep on it the more im bothered by the fact i got owned and less by the money. No im not rich, i want the money but its hard to explain. All i know it bothers allot.
I just dunno anymore, lost a bit. again, friday i found out from google they couldnt find the device and now its monday. Less im bothered by the money more im bothered by the scam or mistake someones made. stings.
Thegirlwiththepixel said:
Any update? I hope you able to make headway, sending good vibes.
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Not yet, ive been so so busy. still am but hopefully im going to call google later on today. see whats up and then call UPS and try to file a claim.
The more i read their email (google). I posted on the first page. The more i understand that they asked me to contact my carrier, meaning not google but my cell phone carrier. WTF, how is carrier responsible. And Police im guessing which is again nor here or there but hey if i need to ill go to authorities.
My priority as of now and im not so upset anymore is
Call google and find out
Did they get my package (the box)
When they opened, what was in the box?
One item (stand) or two Items( phone and the stand) or non? As they were not clean in the email and even refund for the stand didnt come in.
More importantly. UPS store told me USP will charge them for package weight. So how heavy was the box? So if the box was 6 pounds (3 pounds for phone and 3 for a stand) and they received the box and it was light as nothing was in there, wouldnt that hit red flags automatically? Light box, when opened nothing in it, yet it says its 6 pounds. UPS wtf, where are items. or am i wrong?
Unless google doesnt weigh the products then by that definition they should be liable in my mind, as UPS can be sending empty boxes non stop and google can tell customers fuk off, u sent us nothing. You know what i mean.
So that info is going to be crucial for me, If i can get someone on the line who can actually provide me something instead of looking at the screen reading what it says there and saying "sorry" every two min.
I'll keep you all updated, thank you for the support.
Related
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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Click to collapse
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.
I purchased a water damaged Nexus 5x, took the time to tear it down, clean the board and connections. It's back to life! The problem is, as with most any water damaged phones, the battery is in need of replacement. Looking around my usual channels (ebay, google) I'm not able to find any. The exception at the moment is one listing in the US for an absurd $90, and another in Spain for a slightly reasonable $35, but with $15 shipping. Anybody around here know where a more affordable replacement can be procured?
If you haven't one yet then here you go. http://www.repairsuniverse.com/lg-nexus-5x-battery-replacement.html I use them and this alot. http://www.etradesupply.com/
Infekxion said:
If you haven't one yet then here you go. http://www.repairsuniverse.com/lg-nexus-5x-battery-replacement.html I use them and this alot. http://www.etradesupply.com/
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I appreciate the link, but that battery is the BL-T9 for the Nexus 5 haha. I probably did come across those places during my intense googlin'. I'd be interested in knowing if the battery is interchangeable in some relatively easy way. But that, too, is hard information to come by.
illitero said:
I'd be interested in knowing if the battery is interchangeable in some relatively easy way. But that, too, is hard information to come by.
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In my opinion it is relatively easy in a sense that it's possible without too much effort. However it is not easy to the point where it's something that you're going to be able to do on the fly. I would plan on 5-10 minutes to change the battery. See the ifixit teardown of the Nexus 5X, you should be able to figure it out that way.
illitero said:
I appreciate the link, but that battery is the BL-T9 for the Nexus 5 haha. I probably did come across those places during my intense googlin'. I'd be interested in knowing if the battery is interchangeable in some relatively easy way. But that, too, is hard information to come by.
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Sorry about that, I guess my edit didn't go through in time.
illitero said:
Anybody around here know where a more affordable replacement can be procured?
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Search for'LG Nexus 5X Battery' at fixez.com (with a 'z' at the end) for $25.00
Also search for 'Nexus 5X Water Test 'on youtube first though.
What did you pay for your water damaged phone?
cabracorax said:
Search for'LG Nexus 5X Battery' at fixes.com $25.00
Also search for 'Nexus 5X Water Test 'on youtube first though.
What did you pay for your water damaged phone?
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that site doesn't exist; it shows the domain is for sale.
illitero said:
that site doesn't exist; it shows the domain is for sale.
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sorry, should be fixez.com with a 'z'. i editted my original post.
cabracorax said:
sorry, should be fixez.com with a 'z'. i editted my original post.
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"Holy crap..." I uttered to myself as I looked it up, hahaha. U.S. based, reasonably priced, AND in stock! You are my hero :3 Thank you so much!
I haven't ordered from them, and there is no picture, so hopefully it works out for you.
cabracorax said:
I haven't ordered from them, and there is no picture, so hopefully it works out for you.
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I did a quick lookup. While they've got a few negative reviews on the BBB website, the people are complaining about poor customer service in the event of issues with the parts. So at least people are getting parts from them. Everything else seems legitimate enough. They accept paypal, so I'm confident enough to try. Thanks again, I looked and looked for hours and couldn't find anything in the US, let alone under $40 after shipping.
What did you pay for your water damaged phone? I had an opportunity to buy a previously submerged 5x for $120, but that seemed a lot for a potential paperweight.
cabracorax said:
What did you pay for your water damaged phone? I had an opportunity to buy a previously submerged 5x for $120, but that seemed a lot for a potential paperweight.
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I'm sorry, I just now saw you already asked that. I lucked out and got mine for $80. Complete gamble, but I had a good feeling about it. Wouldn't power up, but after cleaning off a few corrosion spots it fired up. Now behavior points to the battery needing replaced and I'll be good to go.
Sorry to burst your bubble, but fixez is bull**** for that battery right now. I saw your post and had to recover my password to reply to you but I am so annoyed by that company that I had to reply. So I watered my 5x a couple weeks ago and dried it out but it would not charge. So I figure it's the battery. Looked online, ebay has one from spain, one US guy has a used one for 60 bucks, fixez has them, and then some sites in the UK and Germany. I put an order in with fixez, and then a day later got my shipping confirmation yay!! on my way to getting back in business!! Then the next day I get a call and email saying that the item is backordered and should be in stock in a bout a week. I emailed back and told them that their site still has it shown as in stock and I asked them if they ever had the item in stock, and if they have ever actually shipped this item before. They ignored my questions and said we should have it in 7 days. 8 days later I emailed them and asked what is up and reminded them again that their website still lists it as in stock. They said they would let the tech guys know about the website error, but that the item should be available in a couple days.
Well I emailed them again with the same thing: that their site still has it shown as in stock and I asked them if they ever had the item in stock, and if they have ever actually shipped this item before. And I also asked for a "real" time estimate. I then got the same email and phone call that said that the item is back ordered and that they expect it in stock in about a week. So it went from "in stock", to "about 7 days", to a "couple days", back to "7 days" and the website still says it's in stock. So I ordered from rounded.com (total plus shipping came out to $35.24) and canceled my order with fixez, and now I wait to see if that works out. Rounded has emailed me to let me know that my order has been completed, but I was given no tracking number. If I had just ordered from rounded.com instead of fixez, I would already have my new battery by now. The refund from fixez came through right away.
Hope this helps.
illitero said:
I did a quick lookup. While they've got a few negative reviews on the BBB website, the people are complaining about poor customer service in the event of issues with the parts. So at least people are getting parts from them. Everything else seems legitimate enough. They accept paypal, so I'm confident enough to try. Thanks again, I looked and looked for hours and couldn't find anything in the US, let alone under $40 after shipping.
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Thanks for the warning. I'm glad you got your refund fast.
iamdumb said:
Sorry to burst your bubble, but fixez is bull**** for that battery right now. I saw your post and had to recover my password to reply to you but I am so annoyed by that company that I had to reply. So I watered my 5x a couple weeks ago and dried it out but it would not charge. So I figure it's the battery. Looked online, ebay has one from spain, one US guy has a used one for 60 bucks, fixez has them, and then some sites in the UK and Germany. I put an order in with fixez, and then a day later got my shipping confirmation yay!! on my way to getting back in business!! Then the next day I get a call and email saying that the item is backordered and should be in stock in a bout a week. I emailed back and told them that their site still has it shown as in stock and I asked them if they ever had the item in stock, and if they have ever actually shipped this item before. They ignored my questions and said we should have it in 7 days. 8 days later I emailed them and asked what is up and reminded them again that their website still lists it as in stock. They said they would let the tech guys know about the website error, but that the item should be available in a couple days.
Well I emailed them again with the same thing: that their site still has it shown as in stock and I asked them if they ever had the item in stock, and if they have ever actually shipped this item before. And I also asked for a "real" time estimate. I then got the same email and phone call that said that the item is back ordered and that they expect it in stock in about a week. So it went from "in stock", to "about 7 days", to a "couple days", back to "7 days" and the website still says it's in stock. So I ordered from rounded.com (total plus shipping came out to $35.24) and canceled my order with fixez, and now I wait to see if that works out. Rounded has emailed me to let me know that my order has been completed, but I was given no tracking number. If I had just ordered from rounded.com instead of fixez, I would already have my new battery by now. The refund from fixez came through right away.
Hope this helps.
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The bubble was already popped for me, haha. When did this happen to you? The exact same thing happened with me. I made the order that day, got a tracking number within an hour, then yesterday got a call saying the exact thing. I missed the call, but the guy left a thorough message stating it was out of stock and they were expecting stock within seven days. Weird thing was I got an email a few minutes after the call from a different company quoting a different order number saying the exact same thing. When I returned the call at the number it came from, I got yet another different company name. I get that they could all be run by the same group of people, but it's far from confidence inspiring despite the good communication. I'll have to look into the site you mentioned.
And YES, the lack of battery on eBay is crazy. I'd have been better off ordering it from Spain, at least I'd have it by the weekend if I ordered when I very first saw it. The dude in the US that has the USED battery originally wanted $90 for it. I messaged him asking to make the price more reasonable for a pulled unit, and he did incremental drops over the next two hours to where it's sitting now. I told him about pricing other places have for it and offered 35 for it, and he said he couldn't go that low. Dickhead is trying to take advantage of the lack of availability. For his used ass battery... I ordered an extra unit from ifixez just to sell it for half his asking price just to spite him haha.
I put in my order with rounded.com yesterday and canceled my order with fixez today. I still don't think they ever had the battery in stock, or shipped one to a customer. I just don't understand why the would go through all the effort replying to me, calling me, misleading me, just to keep a $35 order active. Oh well. Hopefully rounded.com comes through. Good luck!!
illitero said:
The bubble was already popped for me, haha. When did this happen to you? The exact same thing happened with me. I made the order that day, got a tracking number within an hour, then yesterday got a call saying the exact thing. I missed the call, but the guy left a thorough message stating it was out of stock and they were expecting stock within seven days. Weird thing was I got an email a few minutes after the call from a different company quoting a different order number saying the exact same thing. When I returned the call at the number it came from, I got yet another different company name. I get that they could all be run by the same group of people, but it's far from confidence inspiring despite the good communication. I'll have to look into the site you mentioned.
And YES, the lack of battery on eBay is crazy. I'd have been better off ordering it from Spain, at least I'd have it by the weekend if I ordered when I very first saw it. The dude in the US that has the USED battery originally wanted $90 for it. I messaged him asking to make the price more reasonable for a pulled unit, and he did incremental drops over the next two hours to where it's sitting now. I told him about pricing other places have for it and offered 35 for it, and he said he couldn't go that low. Dickhead is trying to take advantage of the lack of availability. For his used ass battery... I ordered an extra unit from ifixez just to sell it for half his asking price just to spite him haha.
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iamdumb said:
I put in my order with rounded.com yesterday and canceled my order with fixez today. I still don't think they ever had the battery in stock, or shipped one to a customer. I just don't understand why the would go through all the effort replying to me, calling me, misleading me, just to keep a $35 order active. Oh well. Hopefully rounded.com comes through. Good luck!!
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Thanks, hopefully it's just an issue with supply. I honestly don't think they're trying to be misleading, I think it's just a bunch of young people that don't really know what's going on haha. I'll wait it out another week and see what happens. Keep me posted on your order from rounded, I found them in my initial search, but was holding out for a US-based merchant for impatience. Looks like the joke's on me haha.
I just saw this thread on reddit, relevant to the 5x battery
cabracorax said:
I just saw this --- relevant to the 5x battery
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Hey, that was me! I actually saw this thread when researching options for the replacement battery. I took the PCB from the original dead battery and it fit perfectly with the G2.
I have excellent battery life with the G2 battery so far, the only issue I have is my phone wont give out any battery percentage. But it lasts all day easily and I just charge it overnight so no issues at the moment.
I got the phone dead from Swappa so I'm also waiting to hear if that rounded.com battery works out.
Anyone know how to get rid of the annoying recall pop up on the note 7 sense it was updated it constantly keeps doing it . Idc about the recall my phone is fine never had a issue of it overheating ect. Just wanna get rid of that annoying pop up
Why not just exchange it? It's not going to cost you anything. And you will have a new phone.
-Alan said:
Why not just exchange it? It's not going to cost you anything. And you will have a new phone.
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Ignorance, laziness, want a pay day after it bursts :silly:
jjayzx said:
Ignorance, laziness, want a pay day after it bursts :silly:
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Neither of those that you say Just no need to go exchange it just because Mr smith says ur phone is bad doesn't mean it is .
-Alan said:
Why not just exchange it? It's not going to cost you anything. And you will have a new phone.
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No need to exchange it the phone is working fine , nothing wrong with it only reason they are wanting you to exchange it is because it is better to be safe and recall all then only the ones that are bad , pretty much Samsung is CTOA . I see no need for me to exchange it
There is no way to get rid of it, unless you exchange it..
Sent from my SM-N930V using Tapatalk
Mr Smith is saying to exchange it because it's best to exchange it.
Sent from my SM-N930V using Tapatalk
I have been trying to exchange mine since the recall notice. This is all I get from Verizon
"We want you to be happy with your device. The Note 7 is available now. Here's a link to get you started: http://spr.ly/6011B7vPc . Do you have any other questions?"
Problem is, I purchased mine from Costco. They still don't know when they will have them. Lesson learned, don't buy phones from Costco.
pfcland said:
Neither of those that you say Just no need to go exchange it just because Mr smith says ur phone is bad doesn't mean it is .
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Translation, please
---------- Post added at 02:35 PM ---------- Previous post was at 02:34 PM ----------
pfcland said:
No need to exchange it the phone is working fine , nothing wrong with it only reason they are wanting you to exchange it is because it is better to be safe and recall all then only the ones that are bad , pretty much Samsung is CTOA . I see no need for me to exchange it
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Russian Roulette is risky.
pfcland said:
Anyone know how to get rid of the annoying recall pop up on the note 7 sense it was updated it constantly keeps doing it . Idc about the recall my phone is fine never had a issue of it overheating ect. Just wanna get rid of that annoying pop up
Click to expand...
Click to collapse
Exchange it.
Sent from my SM-N930V using Tapatalk
pfcland said:
No need to exchange it the phone is working fine , nothing wrong with it only reason they are wanting you to exchange it is because it is better to be safe and recall all then only the ones that are bad , pretty much Samsung is CTOA . I see no need for me to exchange it
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My wife's OG Note7 and my OG Note7 have both been fine, no issues whatsoever and no explosions, fires or anything of that nature. But we're definitely exchanging both of our original Note7's for the 'safe' Note7's. There's a great chance nothings going to happen to your phone but, you run a much higher chance that something could happen with one of those Samsung SDI batteries packed inside it. Grabbing a new one with the ATL battery packed inside would be the safest thing to do as it is officially recalled now. I had Verizon FedEx 2 day me 2 brand new 'safe' Note7's and they'll be here tomorrow morning. I'm going to transfer everything to my new phones and then go to my local Verizon Corporate store and drop off both original Note7's. All the best in keeping your original Note7.
Justinphxaz said:
My wife's OG Note7 and my OG Note7 have both been fine, no issues whatsoever and no explosions, fires or anything of that nature. But we're definitely exchanging both of our original Note7's for the 'safe' Note7's. There's a great chance nothings going to happen to your phone but, you run a much higher chance that something could happen with one of those Samsung SDI batteries packed inside it. Grabbing a new one with the ATL battery packed inside would be the safest thing to do as it is officially recalled now. I had Verizon FedEx 2 day me 2 brand new 'safe' Note7's and they'll be here tomorrow morning. I'm going to transfer everything to my new phines and then go to my local Verizon Corporate store and drop off both original Note7's. All the best in keeping your original Note7.
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How were you able to work out this deal? Sounds like a method I would like, but didnt know it was available. Thanks!
overbyc1 said:
How were you able to work out this deal? Sounds like a method I would like, but didnt know it was available. Thanks!
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Yeah! It was because I got into contact with the Verizon Executive Office a few weeks back. I got in touch with Tami Erwin (VP of Verizon Wireless) and one of her personal assistants listened to how annoyed and dissatisfied I was in how they were handling the recall process, as it wasn't easy for me to get a loaner, the people I dealt with were not on the same page and I was told all sorts of different answers. That's why I'm still stuck with these original Note7's. Anyhow, I told her it was going to be difficult for me to drive around from store to store once new stock got in. I knew it'd be a chore waiting in lines to try and track down a black and silver Note7 and possibly coming away with nothing after waiting in line (like some have and unfortunately walked away with nothing for their time). I got a newborn and a preschooler that I'd have to bring with me, I didn't want to get jerked around and have to travel store to store and possibly be left without both because I had a feeling it'd be the way it is now. Competing with Verizon selling to non note customers on top of those who want to exchange for the new Note7 is making this a cluster f**k. So she told me that she wanted it to be convenient for me, apologized for any inconvenience and mentioned that once the new stock comes in to call and have it shipped to me and then just bring the old Note7's to a Verizon store. I saw a few others on here the other day mentioning they had theirs shipped to them, so I was like F this and I called in to have it ordered to me too! At first they weren't wanting to do it. I mentioned they are currently selling it to all customers online and I need these recalled units out of my hands and told him about my situation and who I talked with in the executive office and that they were looking to make it as convenient as possible for me. So I was put on hold and he talked with a manager I believe and the rest was taken care of. I told them this needed to be a free of charge deal as it's been inconvenient with no real 'line' for people to sign up for in order to get their original unsafe Note7's replaced with new 'safe' Note7's. Honestly, it's messed up that new Note7 owners who don't have the recalled Notes are able to go in and purchase the new 'safe' Note7's as it's a saftey hazard for those of us who still have a recalled unit (as I tried swapping it out but wasn't successful a few times and so I gave up. Plus I don't have backup phones available to use so I wasn't going to just turn in two phones and pay for service). Once the recalled units are all returned or very close to it, that's when the general public should be able to purchase one. But right now it is a free for all, who ever can pay for one gets one. Just don't let down with them, keep on them, let them know you're a dissatisfied customer and this whole ordeal has been a mess. If you have to, tell them you want to speak with a supervisor, keep asking to work your way up if you are not satisfied.
Justinphxaz said:
My wife's OG Note7 and my OG Note7 have both been fine, no issues whatsoever and no explosions, fires or anything of that nature. But we're definitely exchanging both of our original Note7's for the 'safe' Note7's. There's a great chance nothings going to happen to your phone but, you run a much higher chance that something could happen with one of those Samsung SDI batteries packed inside it. Grabbing a new one with the ATL battery packed inside would be the safest thing to do as it is officially recalled now. I had Verizon FedEx 2 day me 2 brand new 'safe' Note7's and they'll be here tomorrow morning. I'm going to transfer everything to my new phines and then go to my local Verizon Corporate store and drop off both original Note7's. All the best in keeping your original Note7.
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Click to collapse
Justinphxaz said:
Yeah! It was because I got into contact with the Verizon Executive Office a few weeks back. I got in touch with Tami Erwin (VP of Verizon Wireless) and one of her personal assistants listened to how annoyed and dissatisfied I was in how they were handling the recall process, as it wasn't easy for me to get a loaner, the people I dealt with were not on the same page and I was told all sorts of different answers. That's why I'm still stuck with these original Note7's. Anyhow, I told her it was going to be difficult for me to drive around from store to store once new stock got in. I knew it'd be a chore waiting in lines to try and track down a black and silver Note7 and possibly coming away with nothing after waiting in line (like some have and unfortunately walked away with nothing for their time). I got a newborn and a preschooler that I'd have to bring with me, I didn't want to get jerked around and have to travel store to store and possibly be left without both because I had a feeling it'd be the way it is now. Competing with Verizon selling to non note customers on top of those who want to exchange for the new Note7 is making this a cluster f**k. So she told me that she wanted it to be convenient for me, apologized for any inconvenience and mentioned that once the new stock comes in to call and have it shipped to me and then just bring the old Note7's to a Verizon store. I saw a few others on here the other day mentioning they had theirs shipped to them, so I was like F this and I called in to have it ordered to me too! At first they weren't wanting to do it. I mentioned they are currently selling it to all customers online and I need these recalled units out of my hands and told him about my situation and who I talked with in the executive office and that they were looking to make it as convenient as possible for me. So I was put on hold and he talked with a manager I believe and the rest was taken care of. I told them this needed to be a free of charge deal as it's been inconvenient with no real 'line' for people to sign up for in order to get their original unsafe Note7's replaced with new 'safe' Note7's. Honestly, it's messed up that new Note7 owners who don't have the recalled Notes are able to go in and purchase the new 'safe' Note7's as it's a saftey hazard for those of us who still have a recalled unit (as I tried swapping it out but wasn't successful a few times and so I gave up. Plus I don't have backup phones available to use so I wasn't going to just turn in two phones and pay for service). Once the recalled units are all returned or very close to it, that's when the general public should be able to purchase one. But right now it is a free for all, who ever can pay for one gets one. Just don't let down with them, keep on them, let them know you're a dissatisfied customer and this whole ordeal has been a mess. If you have to, tell them you want to speak with a supervisor, keep asking to work your way up if you are not satisfied.
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Right on - I am in the exact same boat as you. Identical. Wife and I both have Note7's, black and silver. I did stop by a local store last night and all they had was black Note7's, so I swapped mine out. Of course they have no idea if/when they will have silver. What a cluster. May have to raise a stink and have a silver mailed to me. Thanks for the info!
Why would you NOT exchange it? The phones that exploded didn't have any issues either, until they EXPLODED lol.
overbyc1 said:
Right on - I am in the exact same boat as you. Identical. Wife and I both have Note7's, black and silver. I did stop by a local store last night and all they had was black Note7's, so I swapped mine out. Of course they have no idea if/when they will have silver. What a cluster. May have to raise a stink and have a silver mailed to me. Thanks for the info!
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Click to collapse
Glad to hear you got yours exchanged, sucks the Mrs still has her original Note7 though, hopefully you can get a silver one for her soon. This was my concern, they never seemed to have a real game plan or mention of giving current Note7 owners first dibs to exchange for the new safe Note7's. Now you're running around trying to find silver and have to compete with people who want a Note7 on top of those who just want a new safe one. It shouldn't be this way at all. A major majority of the potentially unsafe Note7's should be exchanged first then allow new sales to the general public. But yeah if you can't find a silver one soon, call them up and try to get them to overnight you a silver one. I just got a notification that both of our Note7's are on a FedEx truck out for delivery. Should have them here in a few hours.
ChrisAC84 said:
Why would you NOT exchange it? The phones that exploded didn't have any issues either, until they EXPLODED lol.
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People like to play Russian Roulette [emoji15]
californiarailroader said:
People like to play Russian Roulette [emoji15]
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Received my two new Note7's around 11am this morning, dropped off from FedEx. So happy to have a safe Note7! Nice and new and it works just as well if not better than my original Note7. Now I just need to setup my wife's new Note7 and then go bring the original two back to a Verizon Corporate store. The piece of mind and hopefully being able to keep the old chargers, S-Pen's, tips and connectors is well worth doing an exchange and having to set everything up again. Have you or anyone you know taken advantage of the $25 bill credit? Do we just ask for it once we turn in the OG Note7's?
I returned my Pixel 5 for a trade in credit on my new Pixel 6 Pro - I recieved a notice today that they had processed the trade in but that I had sent in something different than what I had claimmed when I made the order. They said I would get $36 for trading in a PIXEL 2 XL. This is so wrong and I feel like either someone switched my phone (the Pixel 5 that I actually sent in) with a different phone - or someone at GOOGLE has their head up the butt. I can't wait 5 hours to chat with them and I can't find an email address or phone number to use to request help. I have been an android user for many years (mostly Samsung but I have also had Pixel XLs - which I always used to sell on Swappa when I got a new phone) I have also traded in phones many times and have never had this problem., Any suggestions please?
Open a case with Google... not much we can do here
Geekser said:
I returned my Pixel 5 for a trade in credit on my new Pixel 6 Pro - I recieved a notice today that they had processed the trade in but that I had sent in something different than what I had claimmed when I made the order. They said I would get $36 for trading in a PIXEL 2 XL. This is so wrong and I feel like either someone switched my phone (the Pixel 5 that I actually sent in) with a different phone - or someone at GOOGLE has their head up the butt. I can't wait 5 hours to chat with them and I can't find an email address or phone number to use to request help. I have been an android user for many years (mostly Samsung but I have also had Pixel XLs - which I always used to sell on Swappa when I got a new phone) I have also traded in phones many times and have never had this problem., Any suggestions please?
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I'm pretty sure they use a 3rd party contactor for their warranty / trade-in processing and everything is scanned in to match with the packing slip you included with your trade. If that IMEI that you claimed was on your 5 subsequently gets scanned somewhere else or with a different trade-in, then it should be pretty easy to resolve.
Bummer, definitely file a claim asap... hopefully you will get a resolution!
Good luck. Google's chat and email support are literally the worst I've ever encountered from a lawful corporation.
Then I ordered my 6Pro, they blocked off their own financing option with a hold, then said the payment was denied (because of the hold they'd placed). When I called to correct it, they totally ignored everything I said and just changed the billing method to a different credit card (seemingly at random) attached to my Google Pay without my permission. After very literally SEVENTEEN emails, I just had to give up. Every single time they would fixate on some mundane thing and run with it as if that was the reason I was emailing. (sure! if you'd like a refund, simply use the return link on the store and ship the entire order back to us! Thanks for choosing Google!). At this point I would be hard to convince that anybody actually works for their customer support team, as opposed to it all just being another hat for Google Assistant. Hope your experience is better than mine, and if you happen to find a way to actually speak to a human, definitely share the secret
Geekser said:
I returned my Pixel 5 for a trade in credit on my new Pixel 6 Pro - I recieved a notice today that they had processed the trade in but that I had sent in something different than what I had claimmed when I made the order. They said I would get $36 for trading in a PIXEL 2 XL. This is so wrong and I feel like either someone switched my phone (the Pixel 5 that I actually sent in) with a different phone - or someone at GOOGLE has their head up the butt. I can't wait 5 hours to chat with them and I can't find an email address or phone number to use to request help. I have been an android user for many years (mostly Samsung but I have also had Pixel XLs - which I always used to sell on Swappa when I got a new phone) I have also traded in phones many times and have never had this problem., Any suggestions please?
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Did you make evidence of your trade-in (photos, videos) of the phone that you put in the package?
Google is not handling these trade-ins on their own, they have third-party companies that they contract to do their bidding. So if that third-party company is trying to rip you off, you need proof.
As a general suggestion. ALWAYS always make at least photos of EVERY tech product you send away by package, no matter if it's trade-in, return or whatever. Never ever trust other humans to not rip you off. You always need insurance, best case you just have a family member or buddy that you spend time with, have him as a WITNESS whilst doing the packaging.
That saved me a couple of month ago, some call me a paranoid in that regard, but last time I had to send in my LG CX, the repair company tried to rip me off "physical damage, bla, no repair, you pay us 200 bucks to dispose" when I came fully prepared with a written witness testimoney, a 70 picture protocol and a video proving that the TV was in pristine condition before sending it away. That took me like 10 minutes in time, but saved me far more than a grand. Totally worth it.
I didn't even have to wait for one hour until they gave me the notice that there was a human error and they would compensate me for the full MSRP that I originally paid.
If I hadn't been prepared, they'd have ripped me off. That's life. So be prepared, always!
That is life. You learned your lesson. Always back your *** up!
hopefully if you have some record some how of the IMEI number you can find your phone amongst the listed items on their system.
if they say it's still not there talk to the highest person at the place, tell them they have a thief working there and you'll be calling the police about it. in reality that might come to nothing but it also might be the kick up the ass needed for someone to do their job properly.
3mel said:
hopefully if you have some record some how of the IMEI number you can find your phone amongst the listed items on their system.
if they say it's still not there talk to the highest person at the place, tell them they have a thief working there and you'll be calling the police about it. in reality that might come to nothing but it also might be the kick up the ass needed for someone to do their job properly.
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That's a good idea, he should definitely go to the police if Google doesn't help him. Best case someone just accidentally switched two devices whilst processing incoming packages , worst case this is simple thievery, if the story is true.
I considered this when I sent my Pixel 5 in for trade.
Hopefully taking pics of front and back with device on (to include the shipping label) will be enough, should the same thing happen to me.
Even a working Pixel 2 XL will get you about $50 so not only did they get the model wrong, but it's condition as well.
Morgrain said:
That's a good idea, he should definitely go to the police if Google doesn't help him. Best case someone just accidentally switched two devices whilst processing incoming packages , worst case this is simple thievery, if the story is true.
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The police wouldn't do anything if the valuables are less than $1,000. Don't waste your time.
Agreed. Small claims court would probably be the next best bet if you can't make any headway directly with Google.
Thanks to all for their helpful tips and insight. Update: Finally got thru to tech support and they started a case - today, they emailed to ask If I would approve access to my account to access data about and associated with my Google Pixel product and account. Hopefully, this will help them get to the bottom of things....fingers crossed...
Just wanted to let everyone know that I finally heard back from the Customer Support staff regarding the trade in amount. Up to this point they only approved a total of $38 versus the trade in amount they had originally promised.
After concluding their investigation, they said I would be getting the amount I was expecting (just over $400 I believe) and went on to say it would be wrapped up very soon.
I was worried there for a while, it seemed to take way to long, but in the end they took care of things. I do appreciate all of the tips and input from everyone. Thanks!
Thanks for the update! Glad to hear it's working out.
Geekser said:
Just wanted to let everyone know that I finally heard back from the Customer Support staff regarding the trade in amount. Up to this point they only approved a total of $38 versus the trade in amount they had originally promised.
After concluding their investigation, they said I would be getting the amount I was expecting (just over $400 I believe) and went on to say it would be wrapped up very soon.
I was worried there for a while, it seemed to take way to long, but in the end they took care of things. I do appreciate all of the tips and input from everyone. Thanks!
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Its important to keep Hanlon's razor in mind when dealing with people. It states "Never attribute to malice that which is adequately explained by stupidity." -- an error is an extension of stupidity. So just work with the other side in good faith and chances are it will all work out in the end.
Glad to hear you got it sorted.
So I decided to share my experience with Google so far. An experience that unfortunately is still ongoing. I'll start by saying the last pixel device I purchased was the nexus 6p. Decided I was going to try the pixel 6 pro as I was intrigued with the new features and Google tensor capabilities.
Release day comes. I try to preorder the 6p and the website keeps crashing before I can complete the order. After 2 hours of trying, I suddenly get a message say they were out of stock. I was bummed. I decided to try later that night and to my surprise everything was back in stock and I was able to finally submit my order.
After waiting a week or two, my device finally ships and arrives. I have the phone for 2 weeks and suddenly the system board completely fries. Screen totally black and will not power on. I Google my options and find a page where Google recommends taking it to an "authorized repair shop". The shop is nearly 45 minutes away. I take it there only to be told "they will see what they can do". A few days later I get a call and they say the system board is fried and I should contact Google to have a replacement sent out. I already knew the system board was likely fried from the symptoms. The "repair shop had no parts to fix the phone and had no replacements in hand to swap mine out with. So what was the point in trying them? I ended up wasting 3 hours of driving time just to be in the same position I was.
So I contact Google and initiate a replacement request after waiting on hold for over 1 hour. I pick the "rush" option where they send the device and put a hold on your account until you send back the old phone. After a week, my replacement still wasn't shipped. I had to contact Google support and after the 4th try, they finally shipped out the replacement. As soon as I received the replacement, I sent back the defective unit with the prepaid label they included. It was due back December 16th to avoid charges. I tracked my package and it showed Google received it December 9th. Ok .. great. End of story right? Nope!
December 16th rolls around and I get a notice saying I didn't send back the defective device and I would be charged the full amount of the replacement device. Furious that I once again would have to reach out to Google, I replied to the email from my last support ticket to let them know they once again messed up and incorrectly charged me. I receive a reply saying my issue would be escalated. After 3 days I heard nothing else. I replied to email asking for an update and again, no response. So I decided I would have to once again get a call from Google. The support person clearly had no idea what they were doing and I was told they were going to escalate the ticket and I would hear back in 24 - 48 hours. 3 days later, still have not heard back. So once again, time to contact Google. Again, same result as I was given no answers and the ticket was escalated and still have not heard anything back.
So it has now been 2 weeks that I was incorrectly charged and $973 was stolen from my account. Google obviously does not want to fix this as it takes 5 seconds to confirm with tracking number that I sent the device back and issue a refund. At this time I feel like I need to look at other options because they simply will not resolve the issue.
Has anyone else ever had this awful experience with google trying to get an incorrect charge removed/reimbursed? I am thinking of disputing the charge through my bank to see if they have better luck, but not sure if that is the best answer or not. One thing is for sure, Google will NEVER make another dime from me as long as I am alive. 2 weeks and they still have not corrected a mistake THEY made and returned my money? Outrageous. I wouldn't expect this level of support from the worst company in the world.
I am sorry that you had to go through this. I read someone else's experience which was similar on the Google Pixel reddit. Not sure if you posted there too but there are a few others who have either gotten damaged phones or received empty boxes and they stated Google would just escalate the issue, back and forth several times.
From my experience, I've never had an issue with Google support but this was for the Nexus 6p, 2XL, 3XL, and 4XL. Each time an advanced RMA went through without a hitch.
For my first 6 Pro that I sent back for a screen issue, the support person seemed to have no idea what I was talking about as they were asking if I modified the screen or the underside of the screen? Nonetheless they issued an Advanced RMA and I got it and sent the old unit back without problems.
But as I have been noticing, I think their support has been outsourced now, they are short staffed and it seems "escalating" just means it will get passed on to the next support person. The last time I called, I could barely hear the support person because you could hear everyone else in the call center too. I don't recall having this same experience on my previous phones years ago.
Have you tried calling instead of email? Keep trying until you get an Agent that is willing to help. If anything, try to tweet them at @madebygoogle with your issue and see if that gets the ball rolling.
If you do a charge back they can block access to your google account so make sure you back everything up and take it out of google if you absolutely have to do this.
Good advice above on the charge back. I have heard of that happening.
Google employees don't so support, they farm support, shipping and repair out to Ingram. They suck.
Bummer! It's needle in a hay stack to get good googleeeee support all in one place!
selayan said:
I am sorry that you had to go through this. I read someone else's experience which was similar on the Google Pixel reddit. Not sure if you posted there too but there are a few others who have either gotten damaged phones or received empty boxes and they stated Google would just escalate the issue, back and forth several times.
From my experience, I've never had an issue with Google support but this was for the Nexus 6p, 2XL, 3XL, and 4XL. Each time an advanced RMA went through without a hitch.
For my first 6 Pro that I sent back for a screen issue, the support person seemed to have no idea what I was talking about as they were asking if I modified the screen or the underside of the screen? Nonetheless they issued an Advanced RMA and I got it and sent the old unit back without problems.
But as I have been noticing, I think their support has been outsourced now, they are short staffed and it seems "escalating" just means it will get passed on to the next support person. The last time I called, I could barely hear the support person because you could hear everyone else in the call center too. I don't recall having this same experience on my previous phones years ago.
Have you tried calling instead of email? Keep trying until you get an Agent that is willing to help. If anything, try to tweet them at @madebygoogle with your issue and see if that gets the ball rolling.
If you do a charge back they can block access to your google account so make sure you back everything up and take it out of google if you absolutely have to do this.
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Yea I first started with email, pretty much got blown off, then I requested a call twice, both times resulting in the same "we will escalate your issue and you'll hear back in 1 or 2 days", and this last time I used chat. Surprisingly, the chat person has been replying to my emails, but still unhelpful as the replied are "your issue has been escalated, please allow us another 1- 3 days to resolve your issue" every 3 days. I just don't understand how a company is allowed to operate in this way. Yes accidents happen and companies sometimes screw up, but then they are quick to own and resolve it. Definitely hasn't been the case here. Especially with doing this right before the holidays when money is tight? I'm comfortable right now, but a lot of people can't afford to have $973 stolen from them.
I just realized I first reached out to Google December 12th after noticing the hold was still on my account 3 days after FedEx tracking confirmed it was shipped and they received it. Still have not been refunded. That means today is day 23 that Google incorrectly stole my money and has not refunded me. 23 days. UNBELIEVABLE. Never EVER buying a Google product from Google again. Sadly a quick Google search reveals my case is not an abnormally. Hopefully their support catches up to them and the company crashes and burns. One can hope. No legit company should be permitted to operate in this way.
I hope that you have proof of your sent-in (pictures of the package, receipt from sending in). I'd probably wait a couple more days (~ 1 month total) and in case they haven't refunded you by then, write them again (e-mail or whatever, always in written form! telephone is worth nothing in front a court, since you can't proof sh*t) and give them a deadline (must be reasonable) to process your case, or else you will go to a lawyer.
As advice for the future (in case you haven't done that already), if you package anything of value - my own minimum is ~150 € - have a witness there when you package the product (friend, mother, whatever - dog will probably not count - if you want to go overkill, prepare a written statement for them (product is in functioning condition, is packed properly, witness to that blabliblup), so they can just sign it to help your case - in case anything goes wrong), best also make a small video / photos of the packaging process. That way you have hard proof and if you go to a lawyer with that, they'll rub their hands and get you your money in no time. It's important that you can prove that you have properly shipped the product.
I know that this sounds "overkill", but you have just experienced why this is important. DHL once destroyed a 4 figures expensive OLED of mine whilst transporting it and only because I prepared proof in advance of the pristine condition of the product, I was able to get 100% of my money back. It will only take a couple minutes - and s*it happens. In 99 of 100 cases, it will not be important and you might "waste" a couple minutes each time. But once you get a problem... you will wish that you made the effort...
By the way, since you talked about bank/reimbursed (disputing the charge through your bank) in your OP post, DO NOT do that. Google will use that as an excuse to shut down all your Google accounts, since "the relationship of trust with the customer is disturbed" - or something along the lines of that. If they don't act within a reasonable time frame given, get a lawyer. Do not act on your own and DO NOT remove money from Googles account. That will instantly create red flags in your profile and will permanently damage your standing with that company. And since Google is just a small indie company, you might not care about that. But... You know where I'm going with this.
scott.hart.bti said:
I just realized I first reached out to Google December 12th after noticing the hold was still on my account 3 days after FedEx tracking confirmed it was shipped and they received it. Still have not been refunded. That means today is day 23 that Google incorrectly stole my money and has not refunded me. 23 days. UNBELIEVABLE. Never EVER buying a Google product from Google again. Sadly a quick Google search reveals my case is not an abnormally. Hopefully their support catches up to them and the company crashes and burns. One can hope. No legit company should be permitted to operate in this way.
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Click to collapse
So you didn't get charged but have a hold on the amount, right? Don't banks remove a hold after a certain number of days? I'd start with them. As for destroying your Google account, they used to do that when Google was running the return/support process. Now they have outsourced it and I wonder if they will still do that. I haven't seen current reports on that but you can check Reddit for all the down and dirty stuff like that.
Morgrain said:
I hope that you have proof of your sent-in (pictures of the package, receipt from sending in). I'd probably wait a couple more days (~ 1 month total) and in case they haven't refunded you by then, write them again (e-mail or whatever, always in written form! telephone is worth nothing in front a court, since you can't proof sh*t) and give them a deadline (must be reasonable) to process your case, or else you will go to a lawyer.
As advice for the future (in case you haven't done that already), if you package anything of value - my own minimum is ~150 € - have a witness there when you package the product (friend, mother, whatever - dog will probably not count - if you want to go overkill, prepare a written statement for them (product is in functioning condition, is packed properly, witness to that blabliblup), so they can just sign it to help your case - in case anything goes wrong), best also make a small video / photos of the packaging process. That way you have hard proof and if you go to a lawyer with that, they'll rub their hands and get you your money in no time. It's important that you can prove that you have properly shipped the product.
I know that this sounds "overkill", but you have just experienced why this is important. DHL once destroyed a 4 figures expensive OLED of mine whilst transporting it and only because I prepared proof in advance of the pristine condition of the product, I was able to get 100% of my money back. It will only take a couple minutes - and s*it happens. In 99 of 100 cases, it will not be important and you might "waste" a couple minutes each time. But once you get a problem... you will wish that you made the effort...
By the way, since you talked about bank/reimbursed (disputing the charge through your bank) in your OP post, DO NOT do that. Google will use that as an excuse to shut down all your Google accounts, since "the relationship of trust with the customer is disturbed" - or something along the lines of that. If they don't act within a reasonable time frame given, get a lawyer. Do not act on your own and DO NOT remove money from Googles account. That will instantly create red flags in your profile and will permanently damage your standing with that company. And since Google is just a small indie company, you might not care about that. But... You know where I'm going with this.
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Thanks. Appreciate the feedback and advice. You know, you are 100 percent correct with sending things back. No one really thinks about it because a majority of the time it goes smoothly, but when there are issues it's extremely difficult to prove and any extra steps/precautions would be critical. I will start doing this going forward as I am a very precautions person and have little trust in the way everything operates nowadays.
I finally got an email from Google a few hours ago saying they were "processing a refund". Disturbing part is it says it can take up to 14 days. So hopefully at this point it's resolved and the money shows up. I notified my bank to seize looking into this matter for now and hold the claim to avoid any issues you mentioned. What an absolute nightmare. I truly can't understand how they are a successful lucrative company and have support comparable to a kindergarten student at a lemonade stand.
bobby janow said:
So you didn't get charged but have a hold on the amount, right? Don't banks remove a hold after a certain number of days? I'd start with them. As for destroying your Google account, they used to do that when Google was running the return/support process. Now they have outsourced it and I wonder if they will still do that. I haven't seen current reports on that but you can check Reddit for all the down and dirty stuff like that.
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Click to collapse
At first it was a hold until December 16th when they sent an email saying they never received it and it turned into a legit charge. Unreal, but finally seem to be making progress as per my last post.
I did a quick search and man... It's disturbing to see how common this is. I mean how can a company operate this way and yet still generate hundreds of millions in revenue? Blows my mind.
scott.hart.bti said:
I did a quick search and man... It's disturbing to see how common this is. I mean how can a company operate this way and yet still generate hundreds of millions in revenue? Blows my mind.
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Click to collapse
Do a search for Samsung, Apple, (insert name of company here) and you will find the same results. It's just the way it is and always has been. Just much more pronounced now in this day of covid and people not working and everyone understaffed.
Yes, my experience with Google warranty was very similar.
The problem is these ass clowns are using FedEx Ground and they take their sweet ass time. Not only with this shipment but literally every shipment for me that's ever touched their system for the last year has been delayed. If not stated no delivery information available, what???
I used to work for FedEx Express. There was pride in there their work ethic and getting people their stuff typically within minutes of the commitment time at the latest. Now they just don't give AF.
Yes, they charged my card too. I called fraud and had them reach out to FedEx Ground and fix their lazy delivery style.
In addition, Google was very slow to admit that my old phone was overheating from no user error whatsoever. That process took two months. They definitely didn't send me a replacement that was an unlocked bootloader.
What a nightmare.
I bought an open box 6 Pro from Best Buy and it randomly decides to have a stuck green pixel and a giant line across the screen. Trying to exchange it has been hell because it has to be another open box and they are hard to catch but I managed to today. The phone rep guy just added it to my original order and it's gonna be here tuesday. No mention of returning the one I have.