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?
Click to expand...
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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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Click to collapse
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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+1

DO NOT buy from Google play..

Here is my story hopefully this makes its rounds on the internet. No company should EVER treat its customers this way...
I attempted to cancel my order using the cancel button on my order page and was told that I needed to contact the Google Play Help Center.
I called the Help Center and told the customer service representative that I wanted to cancel my order. The woman who answered the phone told me that she was unable to cancel my order as it had already been processed - even though the watches are not scheduled to leave the warehouse until 9/19. I asked to speak to her supervisor.
The customer service supervisor got on the phone and told me that they could not cancel my order as it had already been processed and the order was sent to the warehouse. I reminded him that my order was not even going to ship for another 7 days and therefore he should be able to cancel the order. He told me he was unable to do that. He told me I had to wait until the watches shipped, then refuse the package and AFTER they receive it back, I would be credited the $512. He also informed me that once it left Google, it could take 10 days for me to receive it, refuse it, and then another 10 days to send it back. That is a total of 27 days. I asked to speak to his supervisor and he refused. I asked for his name and at first, he did not want to give it to me. When I pressed him, he told me "David". I asked for his last name and he refused. I asked for an employee number or some other identifier that I could use when writing a letter. He again refused to give me anything. He told me my only option was to wait and refuse the package. He told me that the "leaves the warehouse" date on my order was a "no later than date" and that it could leave sooner. I asked him to tell me exactly what day my order was scheduled to ship - since it had already been processed and sent to the warehouse. David told me that he couldn't give me that information because "IT WAS BACKORDERED"! THEY DID NOT HAVE THE WATCH IN STOCK! They couldn't cancel an order on a watch they didn't physically have-I had to wait until they received a shipment, processed it, shipped it to me, and then refuse it and return it!! I told him that this was absolutely ridiculous and I wanted to speak to his supervisor. He told me he "just remembered" he could cancel an order if it wasn't in stock and he put me on hold. When he came back he told me he would transfer me to shipping and returns and Cassandra would help me. He transferred the call and told me she would be able to help me.
Cassandra told me that she was unable to cancel my order and that I would have to wait for it to arrive, refuse shipment, and allow it to be sent back. I told her that was unacceptable and I wanted to speak to her supervisor, she refused. She then informed me that I had ONE HOUR after placing my order in which to cancel it! ONE HOUR! I told her that was ridiculous and she told me that was their policy. I asked her why there is a cancel button attached to my order if I am not able to cancel it after one hour. She told me she couldn't answer that. I again told her that I should be able to cancel the order when the item is backordered. She told me she didn't know if the watches were backordered and so I asked her to transfer me to the warehouse where I could speak to someone who knew the current stock status. She told me that they don't have a phone in the warehouse!!!! I again asked for her supervisor and she refused. She said "I will pass on your feedback when we discuss customer feedback issues." I said that was unacceptable and she asked if she could help me with anything else. I told her she hasn't helped me at all. She said: "I'll pass on your feedback". End of conversation.

Wow! I didn't expect that from Google Play costumerservice! Like you said that's just ridiculous!! They should easily canceled it
Skickat från min LG-D802 med Tapatalk 4

Just went through the same damn thing....
It clearly says on their website that you can cancel as long as it hasnt shipped.
This is complete BULL****! Outright customer deception.

I had a terrible experience purchasing the first nexus 7 from google play. My unit was defective and getting a hold of someone was impossible. They had the balls to remove their contact phone number when tons of people started having issues with their devices and orders. Luckily some websites made a screenshot of their support page that still had their phone number listed. Even with the phone number I was not really being helped. Lots of run arounds and "I can't do that". That experience has left an extremely bitter taste in my mouth from ever ordering any kind of hardware from google play. I think they have gotten better since then but I have no interest in testing that out first hand.

really wow screw them see if you can file a chargeback or something

You got a bad CS rep and manager. Did you try calling back and another time? Every company has it's bad apples.
Sent from my LG-D851 using Tapatalk

I was able to simply go to my google play account and cancel the order.

"Cancel or change your order. Please note that changes may not be possible after the first hour."
You get than in their email from google right away.

Dispute the charge with your credit card company.

nazforex said:
Dispute the charge with your credit card company.
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^^ THIS!! Call your Bank or Credit company and explain to them that you have not receive the item, it is out of stock for an undetermined amount of time, and that they will not Cancel/refund you. Your Bank/Credit company will handle it from there. Once you Get your Money Refunded from your Bank/Credit company then File a Complaint with BBB and send an email to every Google Play's CS email you can find online with your BBB complaint/file number and story about "David". Mention that you would like them to contact you ASAP and watch the magic happen after that!

AmirAli44 said:
Wow! I didn't expect that from Google Play costumerservice! Like you said that's just ridiculous!! They should easily canceled it
Skickat från min LG-D802 med Tapatalk 4
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Sounds about status quo for Google. That particular NSA front is pretty bad at customer service.

Thank you, I won't buy any hardware from Google play after reading this!

I remember my Nexus 4 being delayed on the google play store...and then when it actually shipped I paid for the 2 day shipping but it took 4 business days to arrive. I contacted google support to at least get a shipping refund or credit, but they offered nothing except for an apology. Wouldn't use them again!

I ordered the G watch on release but canceled it within 10 minutes and had no problem.
All of you that say you'll never buy from the play store again must not use nexus devices.

Thanks God I have chosen Amazon to pre-order the EU version.
They are light-years forward when we talk about customer service!

Looks like my order shipped last night 2:30am eastern time!
Sent from my HTC One using Tapatalk

NaterTots said:
I ordered the G watch on release but canceled it within 10 minutes and had no problem.
All of you that say you'll never buy from the play store again must not use nexus devices.
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Click to collapse
Oh shoot, I forgot about the Nexus!
I haven't bought one yet, but I've been thinking about it.

Cr4z33 said:
Thanks God I have chosen Amazon to pre-order the EU version.
They are light-years forward when we talk about customer service!
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One question to the mods... what happened to the last part of my post??
What was wrong with
And btw shame on you Google!
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??
Sent from my Samsung Galaxy Tab Pro 10.1

Cr4z33 said:
One question to the mods... what happened to the last part of my post??
What was wrong with
??
Sent from my Samsung Galaxy Tab Pro 10.1
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I don't think anybody would have deleted "Shame on Google"...

Damm

Google store canceled my order

So, I place my order on the 4th for Pixel XL 128g in black using Google financing option. Order was successful, so I thought. Never got a confirmation email or anything. After submitting the page landed on order history with "Canceled" in the header. Login to sysnchrony and all my available credit is gone and there is a pending payment for the amount of the whole order. Fast fw to today, still same pending amount..a rep at google finance tell me that it shows approved and I should contact google store to get shipment info and what not.
Google store has no history of my order and keep insisting I used the wrong email to place the order haha wtf ever. They can't find any damn trace of it. No trace of it in my order history either. So guess I'm not getting the Pixel!!

I went through the same thing....Google finance still says it's pending. Google doesn't show anything.

92slammer said:
I went through the same thing....Google finance still says it's pending. Google doesn't show anything.
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Were you able to reorder? Even if I ever get to reorder looks like they are out of stock for XL anyways.

Not with Google finance. I went ahead and just put it on my credit card. I tried Google finance again yesterday and it was declined because of the pending charge.

Gotcha. I'm going do the same once the XL is back to stock.

Got email from Google explaining that they had some technical difficulties on some orders, mine being one. Anyways, got $100 off promo code for my reorder when its back in stock.

mrwicked said:
Got email from Google explaining that they had some technical difficulties on some orders, mine being one. Anyways, got $100 off promo code for my reorder when its back in stock.
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same here

What number did you guys call, i originally ordered a 32GB Very Sliver and the payment got blocked due to my banks fraud protection so i unblocked my card with my bank and now it sits at pending.
What number do i call to check they have my order now ?

hutzdani said:
What number did you guys call, i originally ordered a 32GB Very Sliver and the payment got blocked due to my banks fraud protection so i unblocked my card with my bank and now it sits at pending.
What number do i call to check they have my order now ?
Click to expand...
Click to collapse
I used the chat feature on the Google store. The chat agent then scheduled a call back to me from a higher level. When they called, their number didn't even show on phone. I called them back from the help feature chat or call. Don't remember the number off hand though.
Sent from my 2PS64 using Tapatalk

mrwicked said:
I used the chat feature on the Google store. The chat agent then scheduled a call back to me from a higher level. When they called, their number didn't even show on phone. I called them back from the help feature chat or call. Don't remember the number off hand though.
Sent from my 2PS64 using Tapatalk
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Thanks I found it in the end, every things fine with my order seems the pending status is just their HOLD until they pack and ship devices

hutzdani said:
Thanks I found it in the end, every things fine with my order seems the pending status is just their HOLD until they pack and ship devices
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Click to collapse
Well that's good to hear. Hope the XL 128 comes back in stock soon so I can reorder.
Sent from my 2PS64 using Tapatalk

wish they start shipping already only have 5days left to return my iphone 7+ for refund, oh well i guess ill sell it on swappa hopefully ill get all my money back

Can you please post the link to order thanks

fineazbro said:
wish they start shipping already only have 5days left to return my iphone 7+ for refund, oh well i guess ill sell it on swappa hopefully ill get all my money back
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Return it go a few days without a phone.

I was a victim of this as well. I called and was told that if I were to cancel my new XL 128gb pre-order and reorder with the promo code, I would have to wait likely another month before I receive the phone. I decided against it, but the rep was cool and added a ton of notes to my account so when I activate it, ill get some sort of credit towards my Fi account to compensate. He also confirmed that my device would def ship on the 21st.

My order was cancelled and the Google store is saying due to financial issues on my end but, the full amount was removed from my bank account (I purchased using the pay now option using my bank card which I used to purchase the Nexus 6 and 6P) . Google is still trying to tell me that my bank didnt approve the purchase but, you can clearly see the purchase amount has been paid to "Purchase authorization Google Devices" and yet, Im being told a different story from the Google support team. Cant ask for a supervisor bc they just tell you that they can only escalate the issue and have someone get back to me. I definitely want some sort of credit or something given I have been a Google faithful for years and have been on the Fi network for a year now too....

sick_DMP said:
My order was cancelled and the Google store is saying due to financial issues on my end but, the full amount was removed from my bank account (I purchased using the pay now option using my bank card which I used to purchase the Nexus 6 and 6P) . Google is still trying to tell me that my bank didnt approve the purchase but, you can clearly see the purchase amount has been paid to "Purchase authorization Google Devices" and yet, Im being told a different story from the Google support team. Cant ask for a supervisor bc they just tell you that they can only escalate the issue and have someone get back to me. I definitely want some sort of credit or something given I have been a Google faithful for years and have been on the Fi network for a year now too....
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Same **** happened to me , got my call escalated to tier 2 support , was supposed to be contacted in 24-48 hrs .
Here we are 2 days later and nothing
Good luck
Look at my post for details
Sent from my Nexus 6P using XDA Premium HD app

sitnlow4life said:
Same **** happened to me , got my call escalated to tier 2 support , was supposed to be contacted in 24-48 hrs .
Here we are 2 days later and nothing
Good luck
Look at my post for details
Sent from my Nexus 6P using XDA Premium HD app
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Click to collapse
yeah, i havent had any response at all. And I have sent multiple emails w/screenshots of my acct information showing the purchase of the "Google Devices" in my acct balance history. It even has my monthly payment to project Fi right above that so called "declined purchase" . So they somehow can automatically take payment for my Fi service, send me my Nexus 6P and my Fi sim cards not to mention my Google cardboard etc.... several things have been purchased through the same acct with NO issues, now all the sudden Im having a bunch of problems... be serious Google....

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.
Click to expand...
Click to collapse
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...
Click to expand...
Click to collapse
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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Click to collapse
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.
Click to expand...
Click to collapse
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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Click to collapse
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.

Question Bose Headphones (UK)

Dont forget that the Bose headphones offer has opened for early orders. Takes a few minutes to fill in and I then got a confirmation/approval message about 5 minutes later.
Expect Bose prices on ebay to plummet! I am still using the QC35 II that I got with my last phone and see no need to upgrade.

I'm still waiting for approval, 2 days later...
How are you providing a bank statement to them so soon? I paid with MBNA Credit and I can't export a statement until 22nd November...

MrAmos123 said:
I'm still waiting for approval, 2 days later...
How are you providing a bank statement to them so soon? I paid with MBNA Credit and I can't export a statement until 22nd November...
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I bought mine from the Google Store UK. All the proof i needed was screenshot from there. didn't need bank statements etc. i did a screen grab of the order/delivery page.

wilbur-force said:
I bought mine from the Google Store UK. All the proof i needed was screenshot from there. didn't need bank statements etc. i did a screen grab of the order/delivery page.
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That's exactly what I did. I provided the order number from Google Store UK, a screenshot from Google Store UK order and a screenshot from my credit provider showing the date, amount, company and transaction ID yet if I check my claim it's made no progress.

MrAmos123 said:
That's exactly what I did. I provided the order number from Google Store UK, a screenshot from Google Store UK order and a screenshot from my credit provider showing the date, amount, company and transaction ID yet if I check my claim it's made no progress.
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On the tracker mine now says claim approved - delivery within 60 days

As a proof I used an email from google that my order has been delivered. I printed this to pdf file and uploaded. It was ok.

I just uploaded a screenshot of the order page from the Google Store and a screenshot of the IMEI number as requested.
I got confirmation of the claim @18:25 and confirmation of approval @ 20:59 yesterday.

Approval was pretty much instantaneous for me just now. I enclosed a PDF of order confirmation from CPW plus a bank statement cropped image showing the bank web address and payment. And the mandatory IMEI number.

Was_Croques said:
Approval was pretty much instantaneous for me just now. I enclosed a PDF of order confirmation from CPW plus a bank statement cropped image showing the bank web address and payment. And the mandatory IMEI number.
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This is just odd. Some people here have to wait for days, whilst others (like you and me) get an instantaneous approval (no way this is done by human interaction; I didn't even have to wait for more than a minute). I guess it's an algorithm here that's not functioning properly. I am sorta curious if we will even get our products, or this botched algorithm will lead to more approvals than they have product stock.

Got my claim confirmed this morning, headphones will be sent within 60days.

Morgrain said:
This is just odd. Some people here have to wait for days, whilst others (like you and me) get an instantaneous approval (no way this is done by human interaction; I didn't even have to wait for more than a minute). I guess it's an algorithm here that's not functioning properly. I am sorta curious if we will even get our products, or this botched algorithm will lead to more approvals than they have product stock.
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Well maybe it is an algorithm taking data from a range of sources in addition to the stuff we present. This is the 2nd Google claim for me; two years ago my Pixel 4 XL gave me an HP laptop that got sold on eBay.
You will get your headset I've no doubt.

put my claim in round 7pm last night but it hasnt moved beyond the " we have received your claim" stage at the moment.

Has anyone who got the phone from Curry's put there claim in yet ,if so how was it for you

combat goofwing said:
Has anyone who got the phone from Curry's put there claim in yet ,if so how was it for you
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I have not, 14 days have not passed yet, my invoice says the 27th on it.

MrBelter said:
I have not, 14 days have not passed yet, my invoice says the 27th on it.
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I didn't get an invoice all I got was order confirmation

combat goofwing said:
I didn't get an invoice all I got was order confirmation
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It will have been in the bag that the phone was delivered in.

Just completed my claim online ,got a text virtually right away saying it had been approved and I will get headphones with in 60 days

How do you get a proof of purchase from EE. Do you have to phone them?

StrangerWeather said:
How do you get a proof of purchase from EE. Do you have to phone them?
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Was it an online order? If not do you have a receipt?

wilpang said:
Was it an online order? If not do you have a receipt?
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Yes, online. I have the email acknowledging the order...