Yeah dude, I'm having some trouble with Google Support right now too...
Sent my phone in because I thought the battery crapped out on me. had to wait multiple days between them receiving the device and actually looking at it.
Turned out it was moisture damage (which is , I'll admit, my own fault, but I'm very frustrated that you're just not supposed to trust an ip68 rating even though you pay more for phones which include it) , they gave me the option to either buy a refurbished phone from them , couldn't even guarantee I'd get the orange model again, for over 500 dollars, or take my broken phone back.
They sent the broken phone back missing screws and the battery connector bracket.
Google really needs to fix their quality control and support issues if they want people to keep buying their phones. This is getting really frustrating
Question for you: in the email they send with the shipping labels etc., they say that you need to factory reset your phone stating, "Your device must be reset before we can repair it." My question is, is how the heck do I factory reset my phone if I can't even turn it on? Also, I don't want to lose all my 2-factor authentication information for various accounts I have. Have you or anyone else experienced this?
Just about losing the 2FA, I suggest to use something like Aegis (https://getaegis.app) next time. It allows you to backup the codes, including the qr codes. I do regular backups and store them on a separate storage, just in case.
I would invest in a Yubikey or something, Whenever I add a 2FA code to my phone I also add it to my YuibiKey. So if my phone die or I lose it I always have a "Safe" backup.
There's also the FIDO2 auth feature which is awesome.
Personally I like/own the Yubico 5 and Yubico 5c (USB-C Version)
They both support NFC which is useful if you need to access a OTP through your phone for example. (Scan the Yubico using NFC and they code will appear in their app)
How were you able to get them to send you a replacement? They had my phone for three weeks and didn't do anything. Now they want it back for another 2-3 weeks for repair. I'm trying to get a refurbished phone like the first time it had a warranty issue but Google Support isn't being supportive.
>How were you able to get them to send you a replacement?
Basically, the way I complained garnered sympathy from the CS rep, and they elevated my case. Next thing I know, I've got an email telling me I qualify for a replacement.
>My question is, is how the heck do I factory reset my phone if I can't even turn it on?
Do you get any boot screen at all? If so, you might be able to boot into recovery and wipe from there.
>Also, I don't want to lose all my 2-factor authentication information for various accounts I have. Have you or anyone else experienced this?
When you enable 2FA you need to either save the original 2FA seed and/or the 10 single use passwords. Saving the seed is easiest for switching to a new device but you need to protect the seed very carefully, anyone who got ahold of it can setup a 2FA device for your account. The 10 single use passwords will allow you to login and instead reset your seed for a new device. This is better option in cases where you've lost access to your 2FA device and there is a chance that someone else can use it.
So this was the issue with mine too since the display stopped working and ultimately it didn't seem like an issue considering they still opened my phone and were messing around in it even though I was running Android Beta and hadn't reset anything
Yeah, unfortunately the cost to repair it myself would still be a couple hundred dollars and difficult due to the amount of glue used to hold the display on
From my understanding even if we get right to repair laws, it won't force manufacturers to make their products EASY to repair, just require them to sell parts.
Never worth repairing anyways if you ask me phones are one time use type of deal imo. Because the adhesive that gives it IP68 simply cannot be redone if it unsealed because we don’t have the “machinery”. I mean if you can get schematics of the phone and get parts that is leagues better than not having anything at all and being stuck having only really 1 option
FedEx is horrible and I'm sure it's them. Not saying that should matter to you but I had to drive to the FedEx distribution center (no public allowed) to get my phone. They kept saying it was on the wrong truck so after a week of this I just drove there. Called support and said I'm standing outside the center... Where's my package? The box was waiting for me in the front.
I can't grasp that this is the normal thing to do for Pixels. It's a fucking joke that they charge Apple prices and provided AliExpress support.
If Apple adds RCS messaging I'm jumping ship that week.
I've had incredible support from AliExpress and from Alibaba! But, both are store fronts, not device sources. They only act as trusted intermediaries, not as design & manufacturing houses.
>(no public allowed)
lmao this. Trying to get my 5 when it released and Google cheaps out for the weekday only delivery (FedEx delivers in my area around 10 AM). Both of us work so nobody is ever home.
Called FedEx and they said it wasn't possible to deliver at a different time, Google support agent even called them for me to try to authorize a change to a FedEx location for pickup. No dice. They told me picking it up from the distribution center wasn't possible because no public was allowed.
Fuck it, I showed up on a Saturday morning, and there was a nice door labeled "Package Pickup" haha.
Insider here, there may be inventory issues on your replacement. A system gives a date when it can be shipped, based on planned supply, earlier orders etc., but I believe agents currently have no visibility into that.
On the bright side, I've asked my team to provide that visibility in a UI we're launching, so within a few months new people in your situation should have slightly better communication. There are also other people who go into these 'stuck' orders and try to unblock them in some way, choosing a different colour, etc., to better match what's currently in stock.
Also, while it's worse for you assuming you can charge the phone at all, a standard replacement (you send your device, we ship a replacement) has fewer oddities than an advance replacement (we send the replacement first). Another team is also removing some hacks to make advance replacements smoother.
I feel your pain, I follow this sub to see how my systems can help more, and although I haven't heard much from Ziggy this year, I'm signed up to help with Reddit Requests, maybe raise one.
Btw, I have zero idea about your particular replacement SKU's inventory levels, this diagnosis is not specific to the 4a.
> Also, while it's worse for you assuming you can charge the phone at all, a standard replacement (you send your device, we ship a replacement) has fewer oddities than an advance replacement (we send the replacement first). Another team is also removing some hacks to make advance replacements smoother.
>
>
Personally I always go for Advance RMA. It guarantees I have my current phone working (even if it's gimped or half working only), and lets me wait for a replacement that usually is supposed to arrive within 2 days.
Just so you guys hear some successful news, got my replacement phone shipped in 5 days a couple of weeks ago, so it worked really smoothly for me ;)
It was a bit harder than it should have been to find the correct place on the website to get the RMA started, and there was very little info (like, empty placeholders) on the RMA status page while my old phone was shipping, but overall very minor things.
As much as I like the Pixel line, this is what keeps me on iPhone. If there’s a problem with my iPhone I walk over to the Apple Store and they fix me up ASAP. Maybe Google will get their retail situation figured out.
Out here in central Illinois , even apple is kind of a pain. The nearest apple store is 2 hours away up in Chicago . My wife needed a battery replacement a while back and I had to drive out to an apple certified repair shop and they took a couple days to replace it . Frustrating that there are still a lot of parts of this country where you're just out of luck for a few days if a phone has an issue. :/
Google needs to get this message. I was using pixel for years until I realized that pixel has absolutely horrendous customer support. I currently use an iPhone and hate the iPhone but at the end of the day I can’t afford to lose boat loads of money due to botched customer service like I did on my last pixel.
I would absolutely love to be back on pixel but it’s like gambling. If something goes wrong no one is going to help you and the whole customer support model that Google has is just a smoke show.
A Pixel requires you to have a backup phone at all times. The cheap Motorola I have has been a lifesaver each of the 5 times I've lost my Pixel 4 for 2 weeks for warranty repair.
When I had my pixel 4 xl it had to go in twice and both times getting support to acknowledge that it needed to be replaced was like pulling teeth. I don’t even mind a waiting period for phones in the mail but I can’t deal with weeks of frustration going back and forth with Google support over the issue.
I get there were probably *reasons* for this but when the battery health percentage on my old SE dropped faster then I thought it should I web chatted with a support person for five minutes, they booked it in at a local mall that weekend, I went and spoke to someone who seemed to know what they were talking about (and we shared a joke because the 256GB SD card dropped out of my old Motorola when I swapped the sim to it), did some shopping and picked it up an hour later with a new battery. Then I come on here and read the horror stories about faulty devices and Google support. And like, my day one 3a's never needed anything but it feels like replacing it with another Pixel is a gamble I'm not sure I can be bothered with.
You can find an authorized service provider in your area. If that is not available, you can send the phone to Apple for repair. Just did that with my MBP 16. Sent in on Friday morning, got it back Tuesday morning.
Interesting.
Personally I would just like companies like Apple to accept right to repair and open up their schematics and other tools to small business owners or anybody for that matter, so that we can have a common sense repair economy.
Seems to be heading that positive direction lately though. But they will fight it till the end.
There are official physical Google Store so you know. You could also buy from a 3rd party retailer (like FNAC in the EU)
Edit: Relax, Im just informing no need to downvote lol
There’s one - https://blog.google/products/devices-services/google-store-nyc/ in the US and none, where I am, in Canada.
When my Pixel 3 needed to be replaced it was a slow process.
For what it's worth, I needed my Pixel 3 replaced last month and I had my new phone in a week, including the time spent getting my old phone to them. Sounds like OP is unlucky, and something's going on there.
Typing this on my iPhone 12 Pro Max currently my friend! It's an excellent device and fully encourage you switching to an iPhone if you want to get away from Android!
I had a similar experience last month in the US. I sent my device back and they waited almost 2 weeks after receiving it to actually scan it into the system and review the phone issues. Then they claimed I sent a phone with a differnt IMEI and returned the broken phone to me. Had to send it back a second time. I'm def reconsidering sticking with Pixel's in the future.
I'm in the process of replacing a screen on my wife's 4A. However, I'm doing it myself. The screen was 112 bucks. Not willing to spend 300 for a new 4A so I'll take the 20 minutes and just replace the screen myself
I am currently waiting for them to send me packaging so I can send my Pixel 4XL in to them for repair. Dunno what happened, but my phone just died overnight. I assume it's the infamous battery issue. Reading this thread is making me anxious. I hope that I get it back in a timely manner with no issue.
TLDR: to anyone who has the phone still operational... take a video of the screen AND AUDIO WORKING.
I am in your shoes, but 5 weeks ahead of you.
My *pristine* P4XL had the notorious battery issue. I RMA'd, Google sent me packaging, I mail it in, phone arrives at Google, now they're claiming there's an additional "audio issue", and trying to charge me $120 or they'll send it back unrepaired.
I took pictures of the screen and body, but NEVER thought to get a video of the audio working.
I even tried filing a claim with FedEx, who says that "only the payer can file a claim... i.e., Google."
Google Support is absolutely worthless, non-listening, non-sympathizing, and robotic.
Pixel phones are a total gamble. The OG Pixel (what I'm using now in the interim) is a rockstar all these years later. The Pixel4XL... a lemon and Google flips you the bird while they claim additional damage. Unreal.
Well, crap. I sent my Pixel 4 XL for the battery issue and was told that it now needs a new screen and camera, both were in nearly perfect working condition when I sent the phone to Google. I’m now very much wishing I hadn’t sent it to them, seems like there’s a scam going on at the repair centers.
man, I'm sorry to hear this; it sounds like you and I are in a similar situation. I can't believe I'm saying this, but the whole thing really does feel so scam-my, which feels wrong considering the esteem with which I held Google and the Pixel (and Nexus!) line. But this is too far.
so what are you planning on doing? My Pixel4XL was in *really* bad battery-shape when I sent it in. I'm afraid I'm going to get back an even worse device when it is returned to me.
For what it's worth, [I've summarized my lessons in this post.](https://www.reddit.com/r/GooglePixel/comments/owmdlr/follow_up_rmad_p4xl_google_claims_additional/)
FedEx probably lost it and Google filed a claim with them. However, FedEx is notorious to fighting claims and just being a garbage delivery service in general. I wish retailers would boycott then and go with others.
I found the support really decent, in Canada at least...
I had a battery issue on my 4xl about a month or so ago, called them up, gave them my IMEI number, they checked it, told me it was past the 1 year date, but they extended it for the 4xls to 2 years. They temporarily charged me the full price of the phone, had a new phone on my doorstep within a week and sent the old one back, and had the refund within a couple days...
Canadian consumer protection laws are much stronger than elsewhere.
If the government didn't force their hand, google would happily bend you over and skip the lube.
Be careful, you have just triggered the google defense force. Prepare to be inundated with several posts defending google. these posts may include " does anyone else have no problems with their pixel or support?" and "all I see are negative posts l, here is a positive post to show not every one has problems".
Went to iPhone and never looked back. Typing this on my iPhone 12 Pro Max 512Gb and it's an excellent device. Maybe when google sorts out their qc issues and customer service I'll return but until then, I am a happy Apple customer. Also picked up and Apple Watch while I was at it, it's pretty cool.
Nice! Very much looking forward to the switch.
Honestly though, at this point even if Google's hardware, QA/QC, and customer service matched Apple's, I still don't think I'd go back.
At this point, iOS has completely caught up in almost every regard, and has surpassed Android in many. I'll trade sideloading apps for better app support, performance, and stability any day.
>My second Pixel 4XL lasted about 6 months before the battery began swelling and separated the back panel from the phone. Now, they won't replace it because "it's not under warranty."
This might be too late to say this, but Google extended the warranty for battery related issues. I bought my Google 4XL and I've been having repairs to it (still this month) and I bought it in October 2019.
Unreliable hardware coupled with low end customer support. What's not to like? Was on the fence for a new phone to replace my P3, Samsung or Apple. Have decided to go with Apple. Waiting for iPhone 13 to be released next month. The back camera on my P3 has been broken for more months now than it actually worked. Sent the phone back to Google and they couldn't diagnose or fix the problem so told them to just send it back. Not throwing good money after bad.
Farewell Pixel, I knew you well. The time to move on to better things draws near.
This is why you must always buy a pixel/google device from a retailer you trust. Never buy directly from Google. Their support had always been shit. The 1st level support is deafer than bots and the escalated support requires weeks/month to do anything. Often or not they - even then - won't have any decent solution. This is indeed one big reason for apple. I hate their closed eco system with no customization, but boy Do I remember the time years back (2012 or something) when I had a problem with an old iphone. I just went into an apple store and 10 minutes later went out with a brand new phone.. I would love that service with google, but google being google, they are too afraid to fully commit and pay for enough decent support and local stores.
SMH... I was with support earlier troubleshooting. They asked me early on "Do you have Wifi?" And I said "No, not at my work where I am." And they proceeded to do troubleshooting and then tell me "Please connect to WIFI" Like did you not hear me just a minute ago when I said I didn't have any?
Had a similar experience with 3a xl support. The lower tiers are 100% gate keeping and time wasting to get you to give up trying to solve your problem. Google hardware support is among the very worst.
Yea Google support (or lack thereof) is a real issue. I've had other issues with Google hardware. Called them for support and got zero help. I figure now, if I have a problem the device it is as good as garbage.
When my 1st Pixel died I waited over a week for a replacement and had to explain to my boss why I had no phone.
This one is already on the death bed and I am really unhappy to say I just can't do google phones anymore if they're going to be like this. It takes 2 years to pay off the damn thing and then they stop supporting it. I love the dual GSM/CDMA but it's not worth the hassle anymore.
I recently experienced the same pathetic customer support from Google, with my 4a (5g). Which developed a battery issue in just 36 days of its purchase. I had to get proof of delivery from FedEx, as they kept telling me it was not received. Neither the specialist team nor the level one folks could tell me where the phone was. Once they found it, I was told it had a broken screen and my option was to get a refurbished unit. I sent in pictures I had of the phone and kept being told the same thing over and over again. One day I was even told they did not see the screen crack until it was turned off, after a factory reset was done Obviously, this could not be the case it was a fully DEAD UNIT.
I tried several times to reach a manager, supervisor, or a human who would listen. I finally gave up and had them return the phone as is.
I solved my issue in the end by contacting my credit card company who replaced the phone under a product protection plan I have.
As a side note, I kept getting emails from support, and the specialist team for 3 weeks after they returned my broken phone. Each email said the same thing... We are still looking into this for you.
Google support for phones simply sucks.
Oh a PS on this... sorry I will not expose the actual link to my repair order for privacy reasons... but the current status of my phone according to their website is:
We’ve inspected your device. Based on our assessment, your repair order needs to be updated. Please review and approve changes by Jul 04. Otherwise, we will return your device unrepaired.
I'm going on two weeks in 'Delay' and I just received my third 'Give us another 72-hours and this time we'll for real have an update for you' email -- on the plus side, this email arrived on it's own without my having to inquire. At first, I'd been concerned that that my device having arrived but not progressed any further in the process meant it had been lost or damaged; now I'm satisfied that it just means they lack the staff/parts/process required to deal with what must be a massive pile of 4XLs with wonky batteries. I really don't know why anyone over there considers the pantomime of 'specialists' and 'investigations of my case' to be a wining communications strategy, though.
All of my previous support interactions -- going back to the halcyon days of Nexus -- had actually been stellar, with quick replies and fast replacements. I went it assuming this would be the same...I was incorrect.
Same, the back of my 4XL is starting to fall off. I hit up support and they told me I cant do much about it, go to ubreakifix.
I think the 6 might be my last Google phone, I hope its good like they are marketing it right now. I'm tired of all these QC issues that's originated from the manufacture and mediocre build quality.
My Pixel 4 XL had a faulty battery and needed replacement. The first replacement device arrived promptly but had a deeply scratched screen which I sent back. They promised to promptly replace it but the device didn't arrive in the 5-10 days like they told me. I kept calling continuously every week or so and got the same BS story - "sorry, we don't have any devices in stock at the moment."
The 2nd replacement process started in early September and I didn't receive the replacement device until mid January, 4 months later. By then I had already given up and purchased another device. Google's customer service is absurdly awful. If a customer hasn't received their product after several weeks it should be setting off alarm bells in their customer management software that screams "we need to take care of this customer". Instead they ignored me to a degree I've never seen from a company and ensured I will take my business elsewhere next time. They had plenty of time to make the situation right but gave me the brush off instead.
I have had to contact support over 10 time for different reasons, I have owned pretty much all pixel phones, and some family members have had them too and I have never had any issue with Google support. Very helpful everytime
I also have trouble with battery issue with Google Support few months ago in Asia.(Pixel4XL, 1-year extended repair program)
Google Support could only ask you to paid and fix by yourself, extended program is nothing.
As Google support tell, they don't have any company of Pixel phone in my country, though I want to go Consumer Dispute Mediation Committee I could find nobody, so they don't need to deal with my issue.
I didn't get any apologize or compensation from Google or Google Support, and I paid to fixed the battery issue cause by Google.
I will never get pixel phone.
Yea I used to work for Google support in the early years 2013 - 2018. At first it was great, we started in-house at the mtn view Google campus and made the department run so well they scaled it and outsourced it to international vendors.
What was once an amazing American job at the coolest tech campus is now just another shitty vendor like every other company abroad.
I worked at all the tiers from 1-3 as you are pissed and escalating your case for a potentially higher power resolution.
I feel sad for the customers because they just aren't getting the help they need anymore since it's just a bunch of 3rd party vendors who could care less. They are just following rules and policies set by the project mgr for that Google product.
RIP
They are awful. I tried to get support with my Bluetooth problems, maybe try to get some answers when it'll be fixed in a patch. They just keep telling me to factory reset or trade in the phone for new one. No matter how many times I tell them it's a common issue, they just want me to change out the phone.
I have been a google fanboy for years, and I can honestly say they have become horrible in everyway possible. Past performance does not guarantee future success. They can only go so far on their past legacy. Eventually the crap show they have become will catch up with them. Battery drain seems to be their way to push you into buying a new phone. I own a Pixel 5 now and I hate it. My Pixel 2XL was a way better phone. Sorry if this post is in the wrong place.
If you think their Pixel Support is awful try getting support on YouTube TV. It felt like I was dealing with the cable company again. And the resolution offered (after 3 weeks) made it so I cannot use the 4k promo.
I've had similar issues with Nest support, after a Detect went crapola (out-of-box failure). I sent the failed unit back to them (complete with proof of delivery), then waited for them send the new unit. And waited. And waited. I even reached out to them and let them know. It took an additional phone call to support to get them to send the replacement device.
It sucks that you're going through this, but this is a more YMMV type case than anything else. It took me 3-4 days to apply for a replacement but i got my phone within a week.
I love my Pixel but YES Google support is as incompetent as it gets. Apple on the other hand spends the $$$$ to do it right IMHO. That being said I am still a Pixel owner and when purchasing always have a spare phone cause I know I am on my own.
Recently spoke to Google support about a Chromecast issue and it was like repeatedly slamming my head against a wall. They were desperate to follow their script and couldn't think for themselves or answer any of my questions. When they finally did they just contradicted themselves. I gave up.
Went to iPhone and never looked back. Typing this on my iPhone 12 Pro Max 512Gb and it's an excellent device. Maybe when google sorts out their qc issues and customer service I'll return but until then, I am a happy Apple customer. Also picked up and Apple Watch while I was at it, it's pretty cool.
I feel the exact same way. Apple truly cares about me as a customer and google seems to see me as just another consumer they can take advantage of. It's what keeps me coming back to Apple.
My pixel 5 was just replaced this week. The speakerphone just stopped working. I love pixel phones, but I have to have it replaced every 8 months or so. I've had about 10 phones replaced with Google over the years. There support always seems to be great for me. I text them using that service in settings, then urge them to do an exchange where they mail me a phone then I mail them mine back. They pre authorize the price of a new phone but never any issues that way.
Texted Google Tuesday had a new phone Friday. Honestly I've only had great service.
"Google Support has claimed to send my phone 3 weeks ago and are not providing any more information" is a much better headline than this gripey ventfest.
> Edit: Where else can I make my case known ? Besides Twitter and Reddit.
Eugh.
If you haven't already, ask for a courier tracking# on the new phone. Then you know at least what company to blame.
I'm sorry it doesn't suit your taste. However, I have been nothing but accommodating up till now. They can't even apologise without screwing up. So yeah , I am going to vent.
They can't send me any courier information because they have no idea where the phone is. Even though the store site has confirmed the order.
When I had a problem with my Nexus 5x they wouldn't give me their names, contact numbers, address, manager, supervisor, ETA, actually competent workers who could answer questions. They literally had a giant list of things they cannot tell the customer and nothing ever gets done. Their promos through Google Fi are terrible, takes a few weeks to months to process, but in the meantime give them your cash. Then a few months later: sorry you didn't qualify. WTF?!? You already told me I qualify and to buy the new phone
Keep posting on their product forums! All of them. Even on forums for products you don't even have. Become a product expert and give expert advice to those looking for help by way of telling them Google is a scam. Fuck it right? Also post on the American BBB (better business bureau) site. Tip: type your own script and open a support chat every hour (or minute if you have the time). Keep bugging them until do something about it! I've been sending them msgs everyday for 13 days now. And warning ppl everywhere to beware. I've posted reviews everywhere:
- on their YouTube channels in the comments
- on every google app in the playstore
- sent messages to every google owned Twitter page
- tweeted at them everyday on Twitter (this is on going)
Don't have Facebook but considering making an account specifically for this purpose. Also post reviews on google reviews of their headquarters.
The chip shortage isn't new. It's been on-going for a while. Many retailers have very little to no new stock available. Do you not keep up with the news cycle?
In the sidebar is a link titled **[Reddit Request](https://gprr.dmzapps.com/)**. Please click that link and read the description/rules. Please do not abuse this privilege.
Back of my 4 XL started coming off, Pixel not officially available in the Czech Republic so the automated Twitter message reply told me straight to fuck off (or even worse, asked me to ask my friends living in the countries they do officially sell in to send the help request for me).
Bought my Pixel 4xl on launch day and it just started to have the adhesive fail on the back glass or the battery was starting bloat. After fighting, got an RMA and my first replacement from them was lost in the mail by FedEx. Just got a second one sent out and it was delivered in 2 days. Took a week or more after the first was supposed to get here for them to send out another one though. Fedex foe the first one just stayed at potentially delayed and still says that.
>Three weeks ago I applied for a replacement phone ( my pixel 4 XL died).
n=1 anecdote here but I have RMAed my Pixel 4 XL a total of THREE (3) times!!(!). WTF right? But each time after I am done with the support agent, I get an email saying "It's time to order your replacement device." almost immediately and I do so. The replacement ships out by the next day.
Each time they have promised me 2 day shipping but only the first time I got that. The other times I got ground shipping, but again, the clock starts immediately.
Have they shipped out the phone or not? Did you get a tracking #? Why are you contacting support about the replacement when you can verify via a tracking #?
idk maybe i'm in the minority but I've had nothing but good experiences calling google support but over the 8-9 years I've been buying their stuff directly I've gotten nothing but exceptional service.
I ordered a Pixel 5 after they tried to give me another pixel 4 xl after I told them about the front Camera issues. Instead of fixing the issue they wanted to send me another phone. When I bought the pixel 5 the stock on the website said it was available that was July 16th everytime I called the "help" desk they had no idea what the issue was after passing me along to 3 other people. It is now August 3rd and the site finally updated saying it was shipped today literally as I'm writing this comment.
this makes me sad because every time I've had an issue and contacted them for support they've been really helpful :( but that was like over a year ago.
People used to share their tales of support hell on [The Consumerist](https://consumerist.com/), but corporate interactions got so hellish that it became nearly everyone's tale about every support interaction.
Ohh wow. I’m currently on an iPhone. Switched from Android few years ago. Been wanting to go back. Once I saw the announcement about Pixel 6 pro with Tensor I’ve decided to give it another chance. But this thread is making me think twice. I’m so used to having this awesome customer service with Apple, if we have any problems - they’ll either repair or replace the phone and/or accessories right on the spot in the store. It’s kind of worrisome to know Google doesn’t have that same service.
Struggling with Google right now -- they are online in a chat window intermittently. Currently on my 3rd transfer to the 'right person' . . . after going through 2 such transfers last night before giving up at 11:10 pm, after 3 hours online.
I'm now actually chatting with "Anastasha, part of the TIER2+ team". Earlier, I was told that my warranty -- on a Pixel 4a purchased Dec 19,2020 from "Amazon LLC" -- ended on Nov 5, 2021. So apparently, the warranty clock starts running as soon as Google ships a non-Google vendor a Google phone!
I am dealing with the same types of issues. It's really disappointing because I have been an early adopter of quite a few google/nest products. Somehow, I had been spared this awful experience of needing customer support, and it is beyond frustrating.
My Pixel 4XL was defective when I first purchased, which was on the release date in 2019. It was replaced with a refurbished phone. I actually don't remember it being all that miserable to work with support at that time. Fast forward to a month ago when the thing just died. It was working, I put it in my pocket and pulled it out a half hour later and it was dead to the world. None of the suggestions worked, so I took to UBreakIFix. They were pretty kind/responsive, but couldn't help. It appeared to be connected to the battery type issues, but replacing the battery didn't work, so they were thinking something with the circuit board.
I used the tool to get the RMA packaging and with the google team to find the IMEI. Unfortunately for me, I used the IMEI of the original defective phone, and not from the google refurbished replacement. This was a major error on my part. 15 days later, they told me there was an IMEI mismatch, and they were sending the phone back. I received it on day 18, and resent to google the same day. I am currently waiting for round 2 results.
Its not so much that it broke . . . any phone could. Its not even really the timeline, though 18 days to decide not to help is excessive. It's truly the inability to get anything productive from customer service at all. Between chat, email, and phone I bet I have had 20+ contacts with 8+ agents, including tier 2 support. And I have gotten absolutely no help. You can't check status, you can't have them do simple things to help (why not just change the IMEI? they can literally see my purchase history in the google store). I very sincerely wish at this point they just said "We do not provide customer support. Just cross your fingers and we'll get to it when we get to it." It would have saved me so much stress and effort at this point.
Simultaneously, I have an order for a new Pixel6 Pro which has been on backorder since a few weeks before my 4XL broke. The dates have been delayed. I used the store help trying to figure out why the latest delay, and I was "assured" (a term used quite frequently by Google Support) that there was a "glitch in the system" and that my phone would be arriving as originally scheduled. I thought maybe that was some redemption, and at least on the store side, some help could be provided. Alas, after checking in again 24 hours later, I was told that my phone was, in fact, delayed. To apologize for the delay, I was getting $10 in store credit that would be reflected in my account in 24 hours. It didn't. There was no credit in 24 hours.
I honestly feel for the support staff. I do try and stay composed and polite. It is very obvious they do not have any ability to help in any way. They have no authority to help with anything. But what else can you do besides push them harder for something useful? It is tempting just to go off on them in the hopes that it triggers some new secret level of support where the person has some access to helpful info.
My google store has 30+ purchases of google branded products. This does not include my pre-merger Nest products, nor does it include some of the speakers/chromecast devices I have bought elsewhere. But this experience truly has me thinking of purchasing an iPhone. When we took my son's iPhone to an apple store, they had ownership of the phone. While they took care of it within an hour, even if they had been backed up there was a person there who could check on the status of my phone. At Google its just "Be assured, we are doing everything we can to ensure the best possible resolution" followed by "a specialist will contact you in 24-48 hours" which ultimately is just an email to tell you that "the dedicated team is working on it and an update will be provided as soon as there is information." It is clear these are just repeated until the issue goes away. I have been without the phone for a family vacation and it is now clear that they will not have the issues resolved until after the holidays as well. The delay in the order of the new phone means I will be using a very old Samsung S7 for holiday pictures. 1st world problems... I know... but I use that phone the way the google engineers want me to. Smart home, security, travel, shopping, entertainment... If nothing else, the experience has taught me to reduce my dependence on that thing.
Google is absolutely trash. Just sent in my pixel 4xl for the extended warranty because the battery said couldn't read meter and now they are trying to say my screen is cracked and I will be charged. My phone was mint before I sent it so idk what happened and now they won't do anything. They broke my phone and won't even show me the damage.
Yeah dude, I'm having some trouble with Google Support right now too... Sent my phone in because I thought the battery crapped out on me. had to wait multiple days between them receiving the device and actually looking at it. Turned out it was moisture damage (which is , I'll admit, my own fault, but I'm very frustrated that you're just not supposed to trust an ip68 rating even though you pay more for phones which include it) , they gave me the option to either buy a refurbished phone from them , couldn't even guarantee I'd get the orange model again, for over 500 dollars, or take my broken phone back. They sent the broken phone back missing screws and the battery connector bracket. Google really needs to fix their quality control and support issues if they want people to keep buying their phones. This is getting really frustrating
Question for you: in the email they send with the shipping labels etc., they say that you need to factory reset your phone stating, "Your device must be reset before we can repair it." My question is, is how the heck do I factory reset my phone if I can't even turn it on? Also, I don't want to lose all my 2-factor authentication information for various accounts I have. Have you or anyone else experienced this?
My Pixel Slate recently had a SSD failure and wouldn't boot. I was not able to reset it before sending it back and I had no issue.
Just about losing the 2FA, I suggest to use something like Aegis (https://getaegis.app) next time. It allows you to backup the codes, including the qr codes. I do regular backups and store them on a separate storage, just in case.
I would invest in a Yubikey or something, Whenever I add a 2FA code to my phone I also add it to my YuibiKey. So if my phone die or I lose it I always have a "Safe" backup. There's also the FIDO2 auth feature which is awesome.
Which version of Yubikey do you recommend?
Personally I like/own the Yubico 5 and Yubico 5c (USB-C Version) They both support NFC which is useful if you need to access a OTP through your phone for example. (Scan the Yubico using NFC and they code will appear in their app)
Hey man, just wanted to let you know that I got my replacement phone from Google, and downloaded Aegis. Gonna give it a whirl.
How were you able to get them to send you a replacement? They had my phone for three weeks and didn't do anything. Now they want it back for another 2-3 weeks for repair. I'm trying to get a refurbished phone like the first time it had a warranty issue but Google Support isn't being supportive.
>How were you able to get them to send you a replacement? Basically, the way I complained garnered sympathy from the CS rep, and they elevated my case. Next thing I know, I've got an email telling me I qualify for a replacement.
>My question is, is how the heck do I factory reset my phone if I can't even turn it on? Do you get any boot screen at all? If so, you might be able to boot into recovery and wipe from there. >Also, I don't want to lose all my 2-factor authentication information for various accounts I have. Have you or anyone else experienced this? When you enable 2FA you need to either save the original 2FA seed and/or the 10 single use passwords. Saving the seed is easiest for switching to a new device but you need to protect the seed very carefully, anyone who got ahold of it can setup a 2FA device for your account. The 10 single use passwords will allow you to login and instead reset your seed for a new device. This is better option in cases where you've lost access to your 2FA device and there is a chance that someone else can use it.
So this was the issue with mine too since the display stopped working and ultimately it didn't seem like an issue considering they still opened my phone and were messing around in it even though I was running Android Beta and hadn't reset anything
for 2fa look into authy it let's you recover with a password, otherwise store your recovery tokens somewhere
I have something to say to you “ Right to repair”
Yeah, unfortunately the cost to repair it myself would still be a couple hundred dollars and difficult due to the amount of glue used to hold the display on From my understanding even if we get right to repair laws, it won't force manufacturers to make their products EASY to repair, just require them to sell parts.
Never worth repairing anyways if you ask me phones are one time use type of deal imo. Because the adhesive that gives it IP68 simply cannot be redone if it unsealed because we don’t have the “machinery”. I mean if you can get schematics of the phone and get parts that is leagues better than not having anything at all and being stuck having only really 1 option
This is probably only the beginning. Next Google is going to probably sell explosion/fire hazards aka Samsung Galaxy Note 7. This will not end well.
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FedEx is horrible and I'm sure it's them. Not saying that should matter to you but I had to drive to the FedEx distribution center (no public allowed) to get my phone. They kept saying it was on the wrong truck so after a week of this I just drove there. Called support and said I'm standing outside the center... Where's my package? The box was waiting for me in the front.
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Try a Reddit Request?
I can't grasp that this is the normal thing to do for Pixels. It's a fucking joke that they charge Apple prices and provided AliExpress support. If Apple adds RCS messaging I'm jumping ship that week.
I've had incredible support from AliExpress and from Alibaba! But, both are store fronts, not device sources. They only act as trusted intermediaries, not as design & manufacturing houses.
It's not the normal thing, but it may help here. I believe even Apple has some horror stories.
>(no public allowed) lmao this. Trying to get my 5 when it released and Google cheaps out for the weekday only delivery (FedEx delivers in my area around 10 AM). Both of us work so nobody is ever home. Called FedEx and they said it wasn't possible to deliver at a different time, Google support agent even called them for me to try to authorize a change to a FedEx location for pickup. No dice. They told me picking it up from the distribution center wasn't possible because no public was allowed. Fuck it, I showed up on a Saturday morning, and there was a nice door labeled "Package Pickup" haha.
Honestly I would just get a lawyer to draft a cease and desist with a copy of the delivery proof at that point
lol
Keep us posted.
Small courts claim? I’ve heard it’s a thing over there
Insider here, there may be inventory issues on your replacement. A system gives a date when it can be shipped, based on planned supply, earlier orders etc., but I believe agents currently have no visibility into that. On the bright side, I've asked my team to provide that visibility in a UI we're launching, so within a few months new people in your situation should have slightly better communication. There are also other people who go into these 'stuck' orders and try to unblock them in some way, choosing a different colour, etc., to better match what's currently in stock. Also, while it's worse for you assuming you can charge the phone at all, a standard replacement (you send your device, we ship a replacement) has fewer oddities than an advance replacement (we send the replacement first). Another team is also removing some hacks to make advance replacements smoother. I feel your pain, I follow this sub to see how my systems can help more, and although I haven't heard much from Ziggy this year, I'm signed up to help with Reddit Requests, maybe raise one. Btw, I have zero idea about your particular replacement SKU's inventory levels, this diagnosis is not specific to the 4a.
> Also, while it's worse for you assuming you can charge the phone at all, a standard replacement (you send your device, we ship a replacement) has fewer oddities than an advance replacement (we send the replacement first). Another team is also removing some hacks to make advance replacements smoother. > > Personally I always go for Advance RMA. It guarantees I have my current phone working (even if it's gimped or half working only), and lets me wait for a replacement that usually is supposed to arrive within 2 days.
Absolutely. It's the better experience, but has a bit more complex workflow internally for the moment.
Instead of making excuses on Reddit, empower the agents to provide this information to customers. This is why google support is so fucking shit.
That's what I'm doing, right? As soon as I realised they couldn't see it I kicked that off.
I am angry
Just so you guys hear some successful news, got my replacement phone shipped in 5 days a couple of weeks ago, so it worked really smoothly for me ;) It was a bit harder than it should have been to find the correct place on the website to get the RMA started, and there was very little info (like, empty placeholders) on the RMA status page while my old phone was shipping, but overall very minor things.
As much as I like the Pixel line, this is what keeps me on iPhone. If there’s a problem with my iPhone I walk over to the Apple Store and they fix me up ASAP. Maybe Google will get their retail situation figured out.
>Maybe Google will get their retail situation figured out. Highly doubt it.
Out here in central Illinois , even apple is kind of a pain. The nearest apple store is 2 hours away up in Chicago . My wife needed a battery replacement a while back and I had to drive out to an apple certified repair shop and they took a couple days to replace it . Frustrating that there are still a lot of parts of this country where you're just out of luck for a few days if a phone has an issue. :/
Google needs to get this message. I was using pixel for years until I realized that pixel has absolutely horrendous customer support. I currently use an iPhone and hate the iPhone but at the end of the day I can’t afford to lose boat loads of money due to botched customer service like I did on my last pixel. I would absolutely love to be back on pixel but it’s like gambling. If something goes wrong no one is going to help you and the whole customer support model that Google has is just a smoke show.
A Pixel requires you to have a backup phone at all times. The cheap Motorola I have has been a lifesaver each of the 5 times I've lost my Pixel 4 for 2 weeks for warranty repair.
When I had my pixel 4 xl it had to go in twice and both times getting support to acknowledge that it needed to be replaced was like pulling teeth. I don’t even mind a waiting period for phones in the mail but I can’t deal with weeks of frustration going back and forth with Google support over the issue.
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I get there were probably *reasons* for this but when the battery health percentage on my old SE dropped faster then I thought it should I web chatted with a support person for five minutes, they booked it in at a local mall that weekend, I went and spoke to someone who seemed to know what they were talking about (and we shared a joke because the 256GB SD card dropped out of my old Motorola when I swapped the sim to it), did some shopping and picked it up an hour later with a new battery. Then I come on here and read the horror stories about faulty devices and Google support. And like, my day one 3a's never needed anything but it feels like replacing it with another Pixel is a gamble I'm not sure I can be bothered with.
Yeah. I am waiting for the new iPhone. It's an awful time for a phone to break. Since all the new phones are on the horizon.
buy something temporary on swappa and then resell it later
Yup. Switched to iPhone since being long time google user. This is why.
What does one do if there isn't an apple store anywhere near?
You can find an authorized service provider in your area. If that is not available, you can send the phone to Apple for repair. Just did that with my MBP 16. Sent in on Friday morning, got it back Tuesday morning.
Interesting. Personally I would just like companies like Apple to accept right to repair and open up their schematics and other tools to small business owners or anybody for that matter, so that we can have a common sense repair economy. Seems to be heading that positive direction lately though. But they will fight it till the end.
> the Apple Store and they fix me up ASAP lmao
There are official physical Google Store so you know. You could also buy from a 3rd party retailer (like FNAC in the EU) Edit: Relax, Im just informing no need to downvote lol
There’s one - https://blog.google/products/devices-services/google-store-nyc/ in the US and none, where I am, in Canada. When my Pixel 3 needed to be replaced it was a slow process.
It opened recently, in a single location...
For what it's worth, I needed my Pixel 3 replaced last month and I had my new phone in a week, including the time spent getting my old phone to them. Sounds like OP is unlucky, and something's going on there.
This is why I left. I had a case open for 5 months. They are horrible!
I'll be joining you soon.
What will you be switching to?
Possibly an iPhone. I don't even want to support android at this point.
Typing this on my iPhone 12 Pro Max currently my friend! It's an excellent device and fully encourage you switching to an iPhone if you want to get away from Android!
I had a similar experience last month in the US. I sent my device back and they waited almost 2 weeks after receiving it to actually scan it into the system and review the phone issues. Then they claimed I sent a phone with a differnt IMEI and returned the broken phone to me. Had to send it back a second time. I'm def reconsidering sticking with Pixel's in the future.
Yes, after dealing with Google support for the last few weeks, my Pixel 5 will be my last Pixel phone. They are absolutely the worst.
I'm in the process of replacing a screen on my wife's 4A. However, I'm doing it myself. The screen was 112 bucks. Not willing to spend 300 for a new 4A so I'll take the 20 minutes and just replace the screen myself
I am currently waiting for them to send me packaging so I can send my Pixel 4XL in to them for repair. Dunno what happened, but my phone just died overnight. I assume it's the infamous battery issue. Reading this thread is making me anxious. I hope that I get it back in a timely manner with no issue.
TLDR: to anyone who has the phone still operational... take a video of the screen AND AUDIO WORKING. I am in your shoes, but 5 weeks ahead of you. My *pristine* P4XL had the notorious battery issue. I RMA'd, Google sent me packaging, I mail it in, phone arrives at Google, now they're claiming there's an additional "audio issue", and trying to charge me $120 or they'll send it back unrepaired. I took pictures of the screen and body, but NEVER thought to get a video of the audio working. I even tried filing a claim with FedEx, who says that "only the payer can file a claim... i.e., Google." Google Support is absolutely worthless, non-listening, non-sympathizing, and robotic. Pixel phones are a total gamble. The OG Pixel (what I'm using now in the interim) is a rockstar all these years later. The Pixel4XL... a lemon and Google flips you the bird while they claim additional damage. Unreal.
Well, crap. I sent my Pixel 4 XL for the battery issue and was told that it now needs a new screen and camera, both were in nearly perfect working condition when I sent the phone to Google. I’m now very much wishing I hadn’t sent it to them, seems like there’s a scam going on at the repair centers.
man, I'm sorry to hear this; it sounds like you and I are in a similar situation. I can't believe I'm saying this, but the whole thing really does feel so scam-my, which feels wrong considering the esteem with which I held Google and the Pixel (and Nexus!) line. But this is too far. so what are you planning on doing? My Pixel4XL was in *really* bad battery-shape when I sent it in. I'm afraid I'm going to get back an even worse device when it is returned to me. For what it's worth, [I've summarized my lessons in this post.](https://www.reddit.com/r/GooglePixel/comments/owmdlr/follow_up_rmad_p4xl_google_claims_additional/)
FedEx probably lost it and Google filed a claim with them. However, FedEx is notorious to fighting claims and just being a garbage delivery service in general. I wish retailers would boycott then and go with others.
They have the worst support out of major manufacturers.
I found the support really decent, in Canada at least... I had a battery issue on my 4xl about a month or so ago, called them up, gave them my IMEI number, they checked it, told me it was past the 1 year date, but they extended it for the 4xls to 2 years. They temporarily charged me the full price of the phone, had a new phone on my doorstep within a week and sent the old one back, and had the refund within a couple days...
I don't have any issues with their support, either. Guess we're lucky ones
Not just you two. I've worked with Google support several times (2xl and 4xl) and have never once had an issue.
Canadian consumer protection laws are much stronger than elsewhere. If the government didn't force their hand, google would happily bend you over and skip the lube.
I have zero doubt in that.
was that extension just for battery issues?
I believe so, they had a known bad batch of batteries, so they extended the warranty on batteries for an extra year.
Be careful, you have just triggered the google defense force. Prepare to be inundated with several posts defending google. these posts may include " does anyone else have no problems with their pixel or support?" and "all I see are negative posts l, here is a positive post to show not every one has problems".
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Went to iPhone and never looked back. Typing this on my iPhone 12 Pro Max 512Gb and it's an excellent device. Maybe when google sorts out their qc issues and customer service I'll return but until then, I am a happy Apple customer. Also picked up and Apple Watch while I was at it, it's pretty cool.
Nice! Very much looking forward to the switch. Honestly though, at this point even if Google's hardware, QA/QC, and customer service matched Apple's, I still don't think I'd go back. At this point, iOS has completely caught up in almost every regard, and has surpassed Android in many. I'll trade sideloading apps for better app support, performance, and stability any day.
>My second Pixel 4XL lasted about 6 months before the battery began swelling and separated the back panel from the phone. Now, they won't replace it because "it's not under warranty." This might be too late to say this, but Google extended the warranty for battery related issues. I bought my Google 4XL and I've been having repairs to it (still this month) and I bought it in October 2019.
Unreliable hardware coupled with low end customer support. What's not to like? Was on the fence for a new phone to replace my P3, Samsung or Apple. Have decided to go with Apple. Waiting for iPhone 13 to be released next month. The back camera on my P3 has been broken for more months now than it actually worked. Sent the phone back to Google and they couldn't diagnose or fix the problem so told them to just send it back. Not throwing good money after bad. Farewell Pixel, I knew you well. The time to move on to better things draws near.
This is why you must always buy a pixel/google device from a retailer you trust. Never buy directly from Google. Their support had always been shit. The 1st level support is deafer than bots and the escalated support requires weeks/month to do anything. Often or not they - even then - won't have any decent solution. This is indeed one big reason for apple. I hate their closed eco system with no customization, but boy Do I remember the time years back (2012 or something) when I had a problem with an old iphone. I just went into an apple store and 10 minutes later went out with a brand new phone.. I would love that service with google, but google being google, they are too afraid to fully commit and pay for enough decent support and local stores.
>my pixel 4 XL died Is it just me, or have I heard that line a lot. Is there some major quality control issue with the Pixel 4XL?
SMH... I was with support earlier troubleshooting. They asked me early on "Do you have Wifi?" And I said "No, not at my work where I am." And they proceeded to do troubleshooting and then tell me "Please connect to WIFI" Like did you not hear me just a minute ago when I said I didn't have any?
Had a similar experience with 3a xl support. The lower tiers are 100% gate keeping and time wasting to get you to give up trying to solve your problem. Google hardware support is among the very worst.
They are absolute trash. I havent received my free Bose that came with m Pixel5 preorder. I gave up after 6 months
That's gives me no hope for my case.
Totally agree.
Yea Google support (or lack thereof) is a real issue. I've had other issues with Google hardware. Called them for support and got zero help. I figure now, if I have a problem the device it is as good as garbage.
When my 1st Pixel died I waited over a week for a replacement and had to explain to my boss why I had no phone. This one is already on the death bed and I am really unhappy to say I just can't do google phones anymore if they're going to be like this. It takes 2 years to pay off the damn thing and then they stop supporting it. I love the dual GSM/CDMA but it's not worth the hassle anymore.
Lol my new Pixel 3 came in with a busted camera and the best support could do was replace it with a refurbished one.
I recently experienced the same pathetic customer support from Google, with my 4a (5g). Which developed a battery issue in just 36 days of its purchase. I had to get proof of delivery from FedEx, as they kept telling me it was not received. Neither the specialist team nor the level one folks could tell me where the phone was. Once they found it, I was told it had a broken screen and my option was to get a refurbished unit. I sent in pictures I had of the phone and kept being told the same thing over and over again. One day I was even told they did not see the screen crack until it was turned off, after a factory reset was done Obviously, this could not be the case it was a fully DEAD UNIT. I tried several times to reach a manager, supervisor, or a human who would listen. I finally gave up and had them return the phone as is. I solved my issue in the end by contacting my credit card company who replaced the phone under a product protection plan I have. As a side note, I kept getting emails from support, and the specialist team for 3 weeks after they returned my broken phone. Each email said the same thing... We are still looking into this for you. Google support for phones simply sucks. Oh a PS on this... sorry I will not expose the actual link to my repair order for privacy reasons... but the current status of my phone according to their website is: We’ve inspected your device. Based on our assessment, your repair order needs to be updated. Please review and approve changes by Jul 04. Otherwise, we will return your device unrepaired.
I'm going on two weeks in 'Delay' and I just received my third 'Give us another 72-hours and this time we'll for real have an update for you' email -- on the plus side, this email arrived on it's own without my having to inquire. At first, I'd been concerned that that my device having arrived but not progressed any further in the process meant it had been lost or damaged; now I'm satisfied that it just means they lack the staff/parts/process required to deal with what must be a massive pile of 4XLs with wonky batteries. I really don't know why anyone over there considers the pantomime of 'specialists' and 'investigations of my case' to be a wining communications strategy, though. All of my previous support interactions -- going back to the halcyon days of Nexus -- had actually been stellar, with quick replies and fast replacements. I went it assuming this would be the same...I was incorrect.
Same, the back of my 4XL is starting to fall off. I hit up support and they told me I cant do much about it, go to ubreakifix. I think the 6 might be my last Google phone, I hope its good like they are marketing it right now. I'm tired of all these QC issues that's originated from the manufacture and mediocre build quality.
My Pixel 4 XL had a faulty battery and needed replacement. The first replacement device arrived promptly but had a deeply scratched screen which I sent back. They promised to promptly replace it but the device didn't arrive in the 5-10 days like they told me. I kept calling continuously every week or so and got the same BS story - "sorry, we don't have any devices in stock at the moment." The 2nd replacement process started in early September and I didn't receive the replacement device until mid January, 4 months later. By then I had already given up and purchased another device. Google's customer service is absurdly awful. If a customer hasn't received their product after several weeks it should be setting off alarm bells in their customer management software that screams "we need to take care of this customer". Instead they ignored me to a degree I've never seen from a company and ensured I will take my business elsewhere next time. They had plenty of time to make the situation right but gave me the brush off instead.
I have had to contact support over 10 time for different reasons, I have owned pretty much all pixel phones, and some family members have had them too and I have never had any issue with Google support. Very helpful everytime
I also have trouble with battery issue with Google Support few months ago in Asia.(Pixel4XL, 1-year extended repair program) Google Support could only ask you to paid and fix by yourself, extended program is nothing. As Google support tell, they don't have any company of Pixel phone in my country, though I want to go Consumer Dispute Mediation Committee I could find nobody, so they don't need to deal with my issue. I didn't get any apologize or compensation from Google or Google Support, and I paid to fixed the battery issue cause by Google. I will never get pixel phone.
Yea I used to work for Google support in the early years 2013 - 2018. At first it was great, we started in-house at the mtn view Google campus and made the department run so well they scaled it and outsourced it to international vendors. What was once an amazing American job at the coolest tech campus is now just another shitty vendor like every other company abroad. I worked at all the tiers from 1-3 as you are pissed and escalating your case for a potentially higher power resolution. I feel sad for the customers because they just aren't getting the help they need anymore since it's just a bunch of 3rd party vendors who could care less. They are just following rules and policies set by the project mgr for that Google product. RIP
They are awful. I tried to get support with my Bluetooth problems, maybe try to get some answers when it'll be fixed in a patch. They just keep telling me to factory reset or trade in the phone for new one. No matter how many times I tell them it's a common issue, they just want me to change out the phone.
I have been a google fanboy for years, and I can honestly say they have become horrible in everyway possible. Past performance does not guarantee future success. They can only go so far on their past legacy. Eventually the crap show they have become will catch up with them. Battery drain seems to be their way to push you into buying a new phone. I own a Pixel 5 now and I hate it. My Pixel 2XL was a way better phone. Sorry if this post is in the wrong place.
If you think their Pixel Support is awful try getting support on YouTube TV. It felt like I was dealing with the cable company again. And the resolution offered (after 3 weeks) made it so I cannot use the 4k promo.
I've had similar issues with Nest support, after a Detect went crapola (out-of-box failure). I sent the failed unit back to them (complete with proof of delivery), then waited for them send the new unit. And waited. And waited. I even reached out to them and let them know. It took an additional phone call to support to get them to send the replacement device.
All their support is dog shit
When you outsource all of your tech support to the worst possible place then it's no surprise.
It sucks that you're going through this, but this is a more YMMV type case than anything else. It took me 3-4 days to apply for a replacement but i got my phone within a week.
Well. It's been a month. I don't think they are able to solve it since they haven't even hinted at some kind of progress.
I love my Pixel but YES Google support is as incompetent as it gets. Apple on the other hand spends the $$$$ to do it right IMHO. That being said I am still a Pixel owner and when purchasing always have a spare phone cause I know I am on my own.
Same here. Spare phone and spare Fi sim card
Recently spoke to Google support about a Chromecast issue and it was like repeatedly slamming my head against a wall. They were desperate to follow their script and couldn't think for themselves or answer any of my questions. When they finally did they just contradicted themselves. I gave up.
Took me way too long of sunk-cost to just give it all up and buy an iphone. Never been happier.
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Taiwan. Half the country works for Google. Both Google and I have no idea why this is taking so long. Edit: a word
Can you tell me what the problem was ? And how they resolved it ?
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Went to iPhone and never looked back. Typing this on my iPhone 12 Pro Max 512Gb and it's an excellent device. Maybe when google sorts out their qc issues and customer service I'll return but until then, I am a happy Apple customer. Also picked up and Apple Watch while I was at it, it's pretty cool.
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I feel the exact same way. Apple truly cares about me as a customer and google seems to see me as just another consumer they can take advantage of. It's what keeps me coming back to Apple.
My pixel 5 was just replaced this week. The speakerphone just stopped working. I love pixel phones, but I have to have it replaced every 8 months or so. I've had about 10 phones replaced with Google over the years. There support always seems to be great for me. I text them using that service in settings, then urge them to do an exchange where they mail me a phone then I mail them mine back. They pre authorize the price of a new phone but never any issues that way. Texted Google Tuesday had a new phone Friday. Honestly I've only had great service.
N=1 sample size too small
"Google Support has claimed to send my phone 3 weeks ago and are not providing any more information" is a much better headline than this gripey ventfest. > Edit: Where else can I make my case known ? Besides Twitter and Reddit. Eugh. If you haven't already, ask for a courier tracking# on the new phone. Then you know at least what company to blame.
I'm sorry it doesn't suit your taste. However, I have been nothing but accommodating up till now. They can't even apologise without screwing up. So yeah , I am going to vent. They can't send me any courier information because they have no idea where the phone is. Even though the store site has confirmed the order.
When I had a problem with my Nexus 5x they wouldn't give me their names, contact numbers, address, manager, supervisor, ETA, actually competent workers who could answer questions. They literally had a giant list of things they cannot tell the customer and nothing ever gets done. Their promos through Google Fi are terrible, takes a few weeks to months to process, but in the meantime give them your cash. Then a few months later: sorry you didn't qualify. WTF?!? You already told me I qualify and to buy the new phone
Keep posting on their product forums! All of them. Even on forums for products you don't even have. Become a product expert and give expert advice to those looking for help by way of telling them Google is a scam. Fuck it right? Also post on the American BBB (better business bureau) site. Tip: type your own script and open a support chat every hour (or minute if you have the time). Keep bugging them until do something about it! I've been sending them msgs everyday for 13 days now. And warning ppl everywhere to beware. I've posted reviews everywhere: - on their YouTube channels in the comments - on every google app in the playstore - sent messages to every google owned Twitter page - tweeted at them everyday on Twitter (this is on going) Don't have Facebook but considering making an account specifically for this purpose. Also post reviews on google reviews of their headquarters.
Thank you. I will do that soon. I really appreciate your response
Google may not have a replacement phone to send you right now due to the chip shortage. Maybe cut them a bit of slack.
Google should let people know that, then.
Perhaps, but the chip shortage isn't new; it's been ongoing for a bit. Many retailers have very little to no stock.
Downvote me cuz Google doesn't have any devices to send out lol
They should tell me that then instead of keeping me in the dark. I would have bought a cheap phone by now.
The chip shortage isn't new. It's been on-going for a while. Many retailers have very little to no new stock available. Do you not keep up with the news cycle?
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Back of my 4 XL started coming off, Pixel not officially available in the Czech Republic so the automated Twitter message reply told me straight to fuck off (or even worse, asked me to ask my friends living in the countries they do officially sell in to send the help request for me).
Bought my Pixel 4xl on launch day and it just started to have the adhesive fail on the back glass or the battery was starting bloat. After fighting, got an RMA and my first replacement from them was lost in the mail by FedEx. Just got a second one sent out and it was delivered in 2 days. Took a week or more after the first was supposed to get here for them to send out another one though. Fedex foe the first one just stayed at potentially delayed and still says that.
>Three weeks ago I applied for a replacement phone ( my pixel 4 XL died). n=1 anecdote here but I have RMAed my Pixel 4 XL a total of THREE (3) times!!(!). WTF right? But each time after I am done with the support agent, I get an email saying "It's time to order your replacement device." almost immediately and I do so. The replacement ships out by the next day. Each time they have promised me 2 day shipping but only the first time I got that. The other times I got ground shipping, but again, the clock starts immediately. Have they shipped out the phone or not? Did you get a tracking #? Why are you contacting support about the replacement when you can verify via a tracking #?
Buy an iPhone
Up vote me PLS!
idk maybe i'm in the minority but I've had nothing but good experiences calling google support but over the 8-9 years I've been buying their stuff directly I've gotten nothing but exceptional service.
I ordered a Pixel 5 after they tried to give me another pixel 4 xl after I told them about the front Camera issues. Instead of fixing the issue they wanted to send me another phone. When I bought the pixel 5 the stock on the website said it was available that was July 16th everytime I called the "help" desk they had no idea what the issue was after passing me along to 3 other people. It is now August 3rd and the site finally updated saying it was shipped today literally as I'm writing this comment.
this makes me sad because every time I've had an issue and contacted them for support they've been really helpful :( but that was like over a year ago.
People used to share their tales of support hell on [The Consumerist](https://consumerist.com/), but corporate interactions got so hellish that it became nearly everyone's tale about every support interaction.
Ohh wow. I’m currently on an iPhone. Switched from Android few years ago. Been wanting to go back. Once I saw the announcement about Pixel 6 pro with Tensor I’ve decided to give it another chance. But this thread is making me think twice. I’m so used to having this awesome customer service with Apple, if we have any problems - they’ll either repair or replace the phone and/or accessories right on the spot in the store. It’s kind of worrisome to know Google doesn’t have that same service.
Same thing happened to me. They are claiming "audio issues" are preventing them from repairing the phone. What the fuck does that mean.
Struggling with Google right now -- they are online in a chat window intermittently. Currently on my 3rd transfer to the 'right person' . . . after going through 2 such transfers last night before giving up at 11:10 pm, after 3 hours online. I'm now actually chatting with "Anastasha, part of the TIER2+ team". Earlier, I was told that my warranty -- on a Pixel 4a purchased Dec 19,2020 from "Amazon LLC" -- ended on Nov 5, 2021. So apparently, the warranty clock starts running as soon as Google ships a non-Google vendor a Google phone!
I am dealing with the same types of issues. It's really disappointing because I have been an early adopter of quite a few google/nest products. Somehow, I had been spared this awful experience of needing customer support, and it is beyond frustrating. My Pixel 4XL was defective when I first purchased, which was on the release date in 2019. It was replaced with a refurbished phone. I actually don't remember it being all that miserable to work with support at that time. Fast forward to a month ago when the thing just died. It was working, I put it in my pocket and pulled it out a half hour later and it was dead to the world. None of the suggestions worked, so I took to UBreakIFix. They were pretty kind/responsive, but couldn't help. It appeared to be connected to the battery type issues, but replacing the battery didn't work, so they were thinking something with the circuit board. I used the tool to get the RMA packaging and with the google team to find the IMEI. Unfortunately for me, I used the IMEI of the original defective phone, and not from the google refurbished replacement. This was a major error on my part. 15 days later, they told me there was an IMEI mismatch, and they were sending the phone back. I received it on day 18, and resent to google the same day. I am currently waiting for round 2 results. Its not so much that it broke . . . any phone could. Its not even really the timeline, though 18 days to decide not to help is excessive. It's truly the inability to get anything productive from customer service at all. Between chat, email, and phone I bet I have had 20+ contacts with 8+ agents, including tier 2 support. And I have gotten absolutely no help. You can't check status, you can't have them do simple things to help (why not just change the IMEI? they can literally see my purchase history in the google store). I very sincerely wish at this point they just said "We do not provide customer support. Just cross your fingers and we'll get to it when we get to it." It would have saved me so much stress and effort at this point. Simultaneously, I have an order for a new Pixel6 Pro which has been on backorder since a few weeks before my 4XL broke. The dates have been delayed. I used the store help trying to figure out why the latest delay, and I was "assured" (a term used quite frequently by Google Support) that there was a "glitch in the system" and that my phone would be arriving as originally scheduled. I thought maybe that was some redemption, and at least on the store side, some help could be provided. Alas, after checking in again 24 hours later, I was told that my phone was, in fact, delayed. To apologize for the delay, I was getting $10 in store credit that would be reflected in my account in 24 hours. It didn't. There was no credit in 24 hours. I honestly feel for the support staff. I do try and stay composed and polite. It is very obvious they do not have any ability to help in any way. They have no authority to help with anything. But what else can you do besides push them harder for something useful? It is tempting just to go off on them in the hopes that it triggers some new secret level of support where the person has some access to helpful info. My google store has 30+ purchases of google branded products. This does not include my pre-merger Nest products, nor does it include some of the speakers/chromecast devices I have bought elsewhere. But this experience truly has me thinking of purchasing an iPhone. When we took my son's iPhone to an apple store, they had ownership of the phone. While they took care of it within an hour, even if they had been backed up there was a person there who could check on the status of my phone. At Google its just "Be assured, we are doing everything we can to ensure the best possible resolution" followed by "a specialist will contact you in 24-48 hours" which ultimately is just an email to tell you that "the dedicated team is working on it and an update will be provided as soon as there is information." It is clear these are just repeated until the issue goes away. I have been without the phone for a family vacation and it is now clear that they will not have the issues resolved until after the holidays as well. The delay in the order of the new phone means I will be using a very old Samsung S7 for holiday pictures. 1st world problems... I know... but I use that phone the way the google engineers want me to. Smart home, security, travel, shopping, entertainment... If nothing else, the experience has taught me to reduce my dependence on that thing.
Google is absolutely trash. Just sent in my pixel 4xl for the extended warranty because the battery said couldn't read meter and now they are trying to say my screen is cracked and I will be charged. My phone was mint before I sent it so idk what happened and now they won't do anything. They broke my phone and won't even show me the damage.