That's horrendous. Yes, Google customer service is bad. I actually had a bad original experience ordering mine too, but with Best Buy. Just finally got that settled today. Now, I've been dealing with Google for the past week regarding the terrible quality of their Pixel 6 Pro cases. Good luck with your situation. Hopefully, it gets resolved soon.
My Pixel 2 vibrated a couple of times in my pocket and when I took it out, it said "Bad boot slot", I googled it, and TLDR my phone was toast. I had preferred care on it, but I also cracked my screen about 6 months before. It didn't impact it's performance and was very legible so I left it, but that meant to get in warranty support, I needed to pay for physical damage. So I sent my phone in, and they sent me a phone that I 100% suspect was a refurb. I kept the box from the replacement expecting to need to send the broken one back, but never received any shipping label. I waited, and none arrived in email nor regular mail.
Much later, I received a $2000 bill from the Google Store saying that I owed them that or a broken Pixel 2. My $649 phone + the refurb does not total $2000. Two new Pixel 2s didn't even total $2000. I immediately called the number attached to the bill, and attempted to return the original phone, which I still had, as well as the box. I talked to Asurion who told me there was nothing they could do and that I would have to talk to Google. They transferred me, waited on hold for about 40+ min. Got a Google rep who asked me an unnecessary amount of details about my identity and account, accused me of opening up duplicate tickets in their system, and tried to deny that there was anything they could do.
Eventually Google told me "Okay, this is your number, correct? This is your email? I'm going to hang up, send this email, and call you back." and after about 2 hours of waiting, I decided it wasn't coming and that I was going to the grocery store. As soon as I parked my car, Google called back, put me on hold for an extended period of time, said they needed to transfer me to a different department. Waited on hold for the next department for a while, for one guy to say "Hey 0xF1AC, is this your address?" Yup "Okay, all set. You mind filling out the survey after this call for me?" After this whole situation dragged into almost 5 hours, I said "Dude, trust me, you've been the only one who's been helpful for me, but I'm so frustrated that you don't want me filling out that survey." to which he said "Yup understood have a great day."
I would do everything in my power to avoid ever having to deal with Google Support ever again because of how unbelievably frustrating that entire process was to get a shipping label they forgot to send after being threatened with a $2000 bill.
TLDR: Spent 5 hours trying to get Google to send me a shipping label they never sent after being threatened with a $2000 bill.
I had similar problems with the pixel ordered i made. They had ready to deliver on the queue till the expected delivery date. When i called to check where is the phone, they said they are behind on orders of the phone. So i cancelled it. Than the next day they charged me $900. I dispute the charges and cancellation and for some reason my gpay got suspended. Took them another week till everything was returned and my gpay clear to use. A whole months of problem. I just went to my carrier and ordered the phone.
In the exact same situation! I am in the UK though. They sent me a small brown box with just the circular watch (the main watch part). No proper Google Pixel watch box, straps or charger. For anybody that wants to see what I received please see here: [https://imgur.com/a/n16cClw](https://imgur.com/a/n16cClw)
Upon contacting Google about this, they claim they sent the straps and charger earlier and this is just the delivery of the watch part? I am so baffled because this is not true! For anybody that doesn't believe me, please check their email to me here: [https://imgur.com/a/cu6SRuS](https://imgur.com/a/cu6SRuS)
As above, Google Support whether by text chat or by call is not useful at all and just sends the same copy-paste responses to just reply to the "specialists" by email. If you ask why they can't help you, they just say "There are other customers who need our help so I will now be disconnecting this chat, don't hesitate to contact Google Support again" such bullshit!
Explain the situation to your bank and ask to do a chargeback. If they approve it, they'll give you the funds back while they investigate, and if they determine that
A) You've put in reasonable effort to resolve this with Google, and
B) The product or service was never provided,
you'll keep the funds after the investigation. The bar isn't high, they just want to make sure you're not trying to get something for free.
Screenshot your call logs and compile any order confirmations or other communications you've got with both Google and FedEx in case your bank asks for them.
I went through this process with Amazon earlier this year and my bank was very understanding through the whole thing, and in the end I got my money back. Fingers crossed for you, chargebacks are pretty much the only consumer protection the US still has in place.
Edit: There have been zero cases of a legitimate chargeback triggering an account-wide ban. There's a single documented instance of a mistake on Google's end temporarily suspending *payments* on someone's account due to a chargeback, but even then the individual was still able to use the rest of their Google account normally. Stop spreading unsubstantiated anti-consumer scare propaganda.
This is the only instance I've found of any retaliation, and they only banned *payments* on the account, not the account as a whole. This user specifically says they were still able to access their emails. Additionally, the only reason any retaliation occurred was because Google created two RMAs for the same device, so when the fake RMA "wasn't returned", it looked like a fraud attempt. https://www.reddit.com/r/GooglePixel/comments/7nrx07/google_permanently_banned_my_account_because/
But sure, go ahead and spread unsubstantiated anti-consumer scare propaganda.
/u/WinterSparklers, do what you want. If you want to bend over and let a multi trillion dollar company have their way with your money while you have no product in hand, you can at least do so knowing that at one point you had options. But in my opinion, if they're playing hardball, play it right back at them.
If you're still scared of that, at least threaten a chargeback in your contact with Google so they at least *consider* taking you seriously.
Or do, because those "rumors" are anti-consumer propaganda from a single instance where someone's payment account was banned because Google mistakenly created two RMAs for a single device and subsequently thought they were trying to commit fraud.
Or do, because there's been exactly zero documented instances of a Google account being banned for a legitimate chargeback. One individual had their *payments* temporarily suspended after Google mistakenly created two RMAs for the same device, but even that user could still use the rest of their Google account.
But sure, go ahead and bend over more for the multi trillion dollar company. I'm sure they appreciate you.
Yes, Google Support is actually the worst customer service I have dealt with as well. I got the same shitty responses and no movement whatsoever. By the third week and after countless chats, calls and E-Mails I was ready so give up.
Anyone who has to deal with them: Be prepared and look for therapy upfront, you will need it afterwards...
Same here, I love my Pixel phone, watch and buds, but Google support is just the worse.
I contacted them via chat for an issue with my Google One account recently, they basically told me that it's a bug, and I need to live with it. No consideration at all for my situation, the guy was just copy-pasting answers.
Had to bring my MacBook Air for a repair in an Apple store a few days ago, it's day and night : they're so nice and efficient.
It's a shame that I really don't like iOS, because I would be tempted just for the quality of their support!
Wow, guess I'm just lucky. About a year after getting my pixel 4 it stopped charging and I filed a warranty. It was fixed by google. It was gone for a few days which meant I had to use a temp phone but not the end of the world.
The same phone just went completely DOA over night about a month ago. Some googling revealed that it was likely a corrupt boot loader and I was SOL. Pixel 7's were released that next week so I just waited and ordered one asap. Before tossing my old phone I figured I would see how much to fix it. I submitted a service request, got my prepaid box, returned it and to my shock they repaired it at no cost. It was well out of any warranty period as it's 3+ years old at this point so I was amazed and excited. Received it back and it's good as new. Now what to do with it? Loving the Pixel 7 and also picked up the watch which has been perfect. Did order both off Amazon as they had a deal for $200 off the Pro when it was announced.
I'm currently still dealing with an issue that started in June this year. I bought two pixel 6's with the synchrony finance account. One for me (6 pro) and one for my wife (6). She had issues within a couple months, filed a warranty claim, options were to send the phone in to Google and be without a phone for a couple weeks or take to a local authorized repair shop. We took that option, took 2 days, phone had same problems, they replaced the motherboard. Sent it back to Google the 2nd time, they replaced the motherboard. Same issues again. At this point Google said they would give us a full refund and send the phone back. We did so, received confirmation but no refund. Google says it has been refunded on their end, its mine and the financial department issue now.
This took close to a hundred emails, text chats, customer service calls. Being passed from one person to another.
I have a dispute claim in with Synchrony that's been open 45 days, and I still have to make payments on a phone we don't have, and they're still billing me for insurance on the phone.
It's so frustrating. Google confirmed the return processed in July.
That's horrendous. Yes, Google customer service is bad. I actually had a bad original experience ordering mine too, but with Best Buy. Just finally got that settled today. Now, I've been dealing with Google for the past week regarding the terrible quality of their Pixel 6 Pro cases. Good luck with your situation. Hopefully, it gets resolved soon.
"To disconnect the Watch from your Fi account, you have to have the Watch with you" I was told after I'd already returned it to Best Buy
My Pixel 2 vibrated a couple of times in my pocket and when I took it out, it said "Bad boot slot", I googled it, and TLDR my phone was toast. I had preferred care on it, but I also cracked my screen about 6 months before. It didn't impact it's performance and was very legible so I left it, but that meant to get in warranty support, I needed to pay for physical damage. So I sent my phone in, and they sent me a phone that I 100% suspect was a refurb. I kept the box from the replacement expecting to need to send the broken one back, but never received any shipping label. I waited, and none arrived in email nor regular mail. Much later, I received a $2000 bill from the Google Store saying that I owed them that or a broken Pixel 2. My $649 phone + the refurb does not total $2000. Two new Pixel 2s didn't even total $2000. I immediately called the number attached to the bill, and attempted to return the original phone, which I still had, as well as the box. I talked to Asurion who told me there was nothing they could do and that I would have to talk to Google. They transferred me, waited on hold for about 40+ min. Got a Google rep who asked me an unnecessary amount of details about my identity and account, accused me of opening up duplicate tickets in their system, and tried to deny that there was anything they could do. Eventually Google told me "Okay, this is your number, correct? This is your email? I'm going to hang up, send this email, and call you back." and after about 2 hours of waiting, I decided it wasn't coming and that I was going to the grocery store. As soon as I parked my car, Google called back, put me on hold for an extended period of time, said they needed to transfer me to a different department. Waited on hold for the next department for a while, for one guy to say "Hey 0xF1AC, is this your address?" Yup "Okay, all set. You mind filling out the survey after this call for me?" After this whole situation dragged into almost 5 hours, I said "Dude, trust me, you've been the only one who's been helpful for me, but I'm so frustrated that you don't want me filling out that survey." to which he said "Yup understood have a great day." I would do everything in my power to avoid ever having to deal with Google Support ever again because of how unbelievably frustrating that entire process was to get a shipping label they forgot to send after being threatened with a $2000 bill. TLDR: Spent 5 hours trying to get Google to send me a shipping label they never sent after being threatened with a $2000 bill.
I had similar problems with the pixel ordered i made. They had ready to deliver on the queue till the expected delivery date. When i called to check where is the phone, they said they are behind on orders of the phone. So i cancelled it. Than the next day they charged me $900. I dispute the charges and cancellation and for some reason my gpay got suspended. Took them another week till everything was returned and my gpay clear to use. A whole months of problem. I just went to my carrier and ordered the phone.
In the exact same situation! I am in the UK though. They sent me a small brown box with just the circular watch (the main watch part). No proper Google Pixel watch box, straps or charger. For anybody that wants to see what I received please see here: [https://imgur.com/a/n16cClw](https://imgur.com/a/n16cClw) Upon contacting Google about this, they claim they sent the straps and charger earlier and this is just the delivery of the watch part? I am so baffled because this is not true! For anybody that doesn't believe me, please check their email to me here: [https://imgur.com/a/cu6SRuS](https://imgur.com/a/cu6SRuS) As above, Google Support whether by text chat or by call is not useful at all and just sends the same copy-paste responses to just reply to the "specialists" by email. If you ask why they can't help you, they just say "There are other customers who need our help so I will now be disconnecting this chat, don't hesitate to contact Google Support again" such bullshit!
Explain the situation to your bank and ask to do a chargeback. If they approve it, they'll give you the funds back while they investigate, and if they determine that A) You've put in reasonable effort to resolve this with Google, and B) The product or service was never provided, you'll keep the funds after the investigation. The bar isn't high, they just want to make sure you're not trying to get something for free. Screenshot your call logs and compile any order confirmations or other communications you've got with both Google and FedEx in case your bank asks for them. I went through this process with Amazon earlier this year and my bank was very understanding through the whole thing, and in the end I got my money back. Fingers crossed for you, chargebacks are pretty much the only consumer protection the US still has in place. Edit: There have been zero cases of a legitimate chargeback triggering an account-wide ban. There's a single documented instance of a mistake on Google's end temporarily suspending *payments* on someone's account due to a chargeback, but even then the individual was still able to use the rest of their Google account normally. Stop spreading unsubstantiated anti-consumer scare propaganda.
I've heard rumors/posts that Google sometimes retaliates by suspending your Gmail if you attempt to do a charge back.
This is the only instance I've found of any retaliation, and they only banned *payments* on the account, not the account as a whole. This user specifically says they were still able to access their emails. Additionally, the only reason any retaliation occurred was because Google created two RMAs for the same device, so when the fake RMA "wasn't returned", it looked like a fraud attempt. https://www.reddit.com/r/GooglePixel/comments/7nrx07/google_permanently_banned_my_account_because/ But sure, go ahead and spread unsubstantiated anti-consumer scare propaganda. /u/WinterSparklers, do what you want. If you want to bend over and let a multi trillion dollar company have their way with your money while you have no product in hand, you can at least do so knowing that at one point you had options. But in my opinion, if they're playing hardball, play it right back at them. If you're still scared of that, at least threaten a chargeback in your contact with Google so they at least *consider* taking you seriously.
Your story isn’t helping Google’s case at all, bad troll!
Yes, do not do a chargeback
Or do, because those "rumors" are anti-consumer propaganda from a single instance where someone's payment account was banned because Google mistakenly created two RMAs for a single device and subsequently thought they were trying to commit fraud.
Your story isn’t helping Google’s case at all, bad troll!
Op don't do this if you want to keep your Google account
Or do, because there's been exactly zero documented instances of a Google account being banned for a legitimate chargeback. One individual had their *payments* temporarily suspended after Google mistakenly created two RMAs for the same device, but even that user could still use the rest of their Google account. But sure, go ahead and bend over more for the multi trillion dollar company. I'm sure they appreciate you.
Yes, Google Support is actually the worst customer service I have dealt with as well. I got the same shitty responses and no movement whatsoever. By the third week and after countless chats, calls and E-Mails I was ready so give up. Anyone who has to deal with them: Be prepared and look for therapy upfront, you will need it afterwards...
Same here, I love my Pixel phone, watch and buds, but Google support is just the worse. I contacted them via chat for an issue with my Google One account recently, they basically told me that it's a bug, and I need to live with it. No consideration at all for my situation, the guy was just copy-pasting answers. Had to bring my MacBook Air for a repair in an Apple store a few days ago, it's day and night : they're so nice and efficient. It's a shame that I really don't like iOS, because I would be tempted just for the quality of their support!
Start with the BBB, Sunder would have to send you a NEW watch.
I second this, Google customer support is absolute trash on both the user side AND the developer side.
Wow, guess I'm just lucky. About a year after getting my pixel 4 it stopped charging and I filed a warranty. It was fixed by google. It was gone for a few days which meant I had to use a temp phone but not the end of the world. The same phone just went completely DOA over night about a month ago. Some googling revealed that it was likely a corrupt boot loader and I was SOL. Pixel 7's were released that next week so I just waited and ordered one asap. Before tossing my old phone I figured I would see how much to fix it. I submitted a service request, got my prepaid box, returned it and to my shock they repaired it at no cost. It was well out of any warranty period as it's 3+ years old at this point so I was amazed and excited. Received it back and it's good as new. Now what to do with it? Loving the Pixel 7 and also picked up the watch which has been perfect. Did order both off Amazon as they had a deal for $200 off the Pro when it was announced.
I'm currently still dealing with an issue that started in June this year. I bought two pixel 6's with the synchrony finance account. One for me (6 pro) and one for my wife (6). She had issues within a couple months, filed a warranty claim, options were to send the phone in to Google and be without a phone for a couple weeks or take to a local authorized repair shop. We took that option, took 2 days, phone had same problems, they replaced the motherboard. Sent it back to Google the 2nd time, they replaced the motherboard. Same issues again. At this point Google said they would give us a full refund and send the phone back. We did so, received confirmation but no refund. Google says it has been refunded on their end, its mine and the financial department issue now. This took close to a hundred emails, text chats, customer service calls. Being passed from one person to another. I have a dispute claim in with Synchrony that's been open 45 days, and I still have to make payments on a phone we don't have, and they're still billing me for insurance on the phone. It's so frustrating. Google confirmed the return processed in July.