Google Customer Service Experience

[jamezr]

So I bought a new Pixel 3 XL during the Google Fi promo.
Love the P3 XL...huge fan. It has become my daily driver and IMHO offers the best Android user experience.
Did not like Fi so canceled service and have been using the P3 XL on Verizon and all has been great!

Yesterday my P3 XL turned off while on a wireless charger....boom...no reason. Could not get it to power back. Tried everything I could find...plugged it into using the original charger and cable...nothing.
Called Google support...they walked me through a few things. But it would not power back on again.
They sent shipping labels to send the defective device back. No worries...it happens sometimes..I get it.
They setup a replacement to be sent out....only when they receive my phone back and verify it is a warranty replacement.
Bad customer service.....now I am without my phone for about 10 days.
They would not budge on this. I called twice.....they offered to put a hold on my bank account for the full price of a new one and send a replacement out on Monday. Still bad customer service IMHO.
My device was defective...not my fault and it should not take this long to get a replacement.


This is where Apple and it's retail store presence is so valuable. I have had defective iPhones over the years...but quick stop at a Apple store and i walk out with a replacement.
Anyway...that is my rant for the day
Thanks for reading

 

[yui4]

This is my fear when I buy a Samsung device, they now have walk in shops in the uk but their customer service hasn’t been tested by myself.

 

[nrvna76]

This is the same thing that Apple does for shipping out replacements. Why would they ship to you with no guarantee you’ll ship the old one back?

 

[I7guy]

This is the same thing that Apple does for shipping out replacements. Why would they ship to you with no guarantee you’ll ship the old one back?

https://support.apple.com/iphone/repair/service/express-replacement

Basically the same, except Apple will work with you. With the Apple stores, if one is within driving distance, you can walk out with a working phone...as was noted.

 

[jamezr]

This is the same thing that Apple does for shipping out replacements. Why would they ship to you with no guarantee you’ll ship the old one back?

I agree...to a certain point. But at least I can walk into an Apple store and walk out with a replacement.
I might not agree with a lot of what Apple does as a company....but their customer service is top notch in my book.

 

[Cnasty]

So I bought a new Pixel 3 XL during the Google Fi promo.
Love the P3 XL...huge fan. It has become my daily driver and IMHO offers the best Android user experience.
Did not like Fi so canceled service and have been using the P3 XL on Verizon and all has been great!

Yesterday my P3 XL turned off while on a wireless charger....boom...no reason. Could not get it to power back. Tried everything I could find...plugged it into using the original charger and cable...nothing.
Called Google support...they walked me through a few things. But it would not power back on again.
They sent shipping labels to send the defective device back. No worries...it happens sometimes..I get it.
They setup a replacement to be sent out....only when they receive my phone back and verify it is a warranty replacement.
Bad customer service.....now I am without my phone for about 10 days.
They would not budge on this. I called twice.....they offered to put a hold on my bank account for the full price of a new one and send a replacement out on Monday. Still bad customer service IMHO.
My device was defective...not my fault and it should not take this long to get a replacement.


This is where Apple and it's retail store presence is so valuable. I have had defective iPhones over the years...but quick stop at a Apple store and i walk out with a replacement.
Anyway...that is my rant for the day
Thanks for reading

This is a major concern with me on the One plus side of things but I did get it through TMobile so if something did go down I have a small leg to stand on. Very small lol

 

[SteveJUAE]

This is the same thing that Apple does for shipping out replacements. Why would they ship to you with no guarantee you’ll ship the old one back?

Yep, many forget this or even forget Apple service varies from country to country, where it works its good but for many its just another mail in program

 

[nrvna76]

https://support.apple.com/iphone/repair/service/express-replacement

Basically the same, except Apple will work with you. With the Apple stores, if one is within driving distance, you can walk out with a working phone...as was noted.

I agree...to a certain point. But at least I can walk into an Apple store and walk out with a replacement.
I might not agree with a lot of what Apple does as a company....but their customer service is top notch in my book.

If your point is that google has no physical stores then sure, point made. I’m sure being on these types of forums you were aware they had no stores prior to your purchase. I wouldn’t say that requiring a hold for a replacement is bad customer service. It’s pretty standard.

 

[jamezr]

If your point is that google has no physical stores then sure, point made. I’m sure being on these types of forums you were aware they had no stores prior to your purchase. I wouldn’t say that requiring a hold for a replacement is bad customer service. It’s pretty standard.

Well it means I am without my phone for a few days. Then it is not due to something I did. The phone died.....defective unit....it happens

So yes.....that is bad customer service. Especially if that was the ONLY phone I had. Good thing for me I have a Xs Max i can slip my sim card into otherwise I would be without a phone for almost a week.

If they just want to verify it is a warranty issue there a lot of other ways to do this. They could partner with local chain repair phone shops such as ubreakifix or similar. They could verify it wasn't dropped or have water damage.
There are options other than making someone go without a phone.

 

[pika2000]

So I bought a new Pixel 3 XL during the Google Fi promo.
Love the P3 XL...huge fan. It has become my daily driver and IMHO offers the best Android user experience.
Did not like Fi so canceled service and have been using the P3 XL on Verizon and all has been great!

Yesterday my P3 XL turned off while on a wireless charger....boom...no reason. Could not get it to power back. Tried everything I could find...plugged it into using the original charger and cable...nothing.
Called Google support...they walked me through a few things. But it would not power back on again.
They sent shipping labels to send the defective device back. No worries...it happens sometimes..I get it.
They setup a replacement to be sent out....only when they receive my phone back and verify it is a warranty replacement.
Bad customer service.....now I am without my phone for about 10 days.
They would not budge on this. I called twice.....they offered to put a hold on my bank account for the full price of a new one and send a replacement out on Monday. Still bad customer service IMHO.
My device was defective...not my fault and it should not take this long to get a replacement.


This is where Apple and it's retail store presence is so valuable. I have had defective iPhones over the years...but quick stop at a Apple store and i walk out with a replacement.
Anyway...that is my rant for the day
Thanks for reading

Well, this is why I would never get a premium Android phone, since nobody offers any premium support, not even Samsung, Sony, or HTC. They’re all still operating customer support like the old PC business, meaning not much support. Rather just get cheap ones and then replace them when needed.

 

[5105973]

Yep, many forget this or even forget Apple service varies from country to country, where it works its good but for many its just another mail in program

View attachment 837969

In another few years there’s a possibility I’ll be moving to a town in the “Deep South” of the USA for a job relocation if my husband decides to take a certain course in his career. Even though there is major tourist traffic down there and there are many high end stores and other amenities I’m used to living near the nation’s capital, there is no Apple Store within a 2 hour drive and not a whisper of one coming anytime soon. And given that the local politics down there aren’t in line with Tim Cook’s personal politics, I doubt there will be one set up when I move down there.

I’ll continue to carry two phones probably until phones are made obsolete by some other technology...short of accepting cybernetic implants. I’ve got tinnitus so I won’t know if my ears are ringing because I’ve got a call or they’re just up to their usual clamor.

 

[eyoungren]

So I bought a new Pixel 3 XL during the Google Fi promo.
Love the P3 XL...huge fan. It has become my daily driver and IMHO offers the best Android user experience.
Did not like Fi so canceled service and have been using the P3 XL on Verizon and all has been great!

Yesterday my P3 XL turned off while on a wireless charger....boom...no reason. Could not get it to power back. Tried everything I could find...plugged it into using the original charger and cable...nothing.
Called Google support...they walked me through a few things. But it would not power back on again.
They sent shipping labels to send the defective device back. No worries...it happens sometimes..I get it.
They setup a replacement to be sent out....only when they receive my phone back and verify it is a warranty replacement.
Bad customer service.....now I am without my phone for about 10 days.
They would not budge on this. I called twice.....they offered to put a hold on my bank account for the full price of a new one and send a replacement out on Monday. Still bad customer service IMHO.
My device was defective...not my fault and it should not take this long to get a replacement.


This is where Apple and it's retail store presence is so valuable. I have had defective iPhones over the years...but quick stop at a Apple store and i walk out with a replacement.
Anyway...that is my rant for the day
Thanks for reading

This is one of the reasons we do not sell or trade in our old phones.

We will be receiving two new Pixel 3a XL's today, but if I am faced with a situation such as this in the future (I hope not) I will simply be able to remove my SIM and put it back in my iPhone 6s+ while I wait for the replacement. Because I didn't sell or trade it in.

Hell, I still have my iPhone 5 which is on an active line on my carrier, so there's that too.

 

[jamezr]

Well, this is why I would never get a premium Android phone, since nobody offers any premium support, not even Samsung, Sony, or HTC. They’re all still operating customer support like the old PC business, meaning not much support. Rather just get cheap ones and then replace them when needed.

But to be honest in places where there is no Apple store...Apple does the same thing. As others have pointed out in this thread this isn't just an Android issue....this could and does happen with Apple as well.

 

[mrex]

This is where Apple and it's retail store presence is so valuable. I have had defective iPhones over the years...but quick stop at a Apple store and i walk out with a replacement.
Anyway...that is my rant for the day
Thanks for reading

Same story is here for products bought from apple - there are no apple stores in this country. Even if they send a new one before they get back yours, it is charged from your credit card.

 

[pika2000]

But to be honest in places where there is no Apple store...Apple does the same thing. As others have pointed out in this thread this isn't just an Android issue....this could and does happen with Apple as well.

Sorry, but I thought we’re talking about Android, not Apple. If every time a discussion about Android one must make a comment about Apple, then it’s hard to continue such discussion. Cheers.

 

[jamezr]

Sorry, but I thought we’re talking about Android, not Apple. If every time a discussion about Android one must make a comment about Apple, then it’s hard to continue such discussion. Cheers.

exactly...some will promote this as a ding against Android.....while ignoring this exist for other companies as well. Some phone makers such as Samsung have agreements with local repair shops to do warranty repairs or have stores in limited cities around the world. But to my knowledge Google does not have that.

 

[mi7chy]

Another consideration is to buy two Pixel 3a phones for the price of one iPhone. That way you have a primary and a hot spare without the hassle of going to the store and ending up with a refurb that may have other questionable issues or if it's been in someone's toilet before.

 

[AustinIllini]

Another consideration is to buy two Pixel 3a phones for the price of one iPhone. That way you have a primary and a hot spare without the hassle of going to the store and ending up with a refurb that may have other questionable issues or if it's been in someone's toilet before.

That's a lot to pay for a low-risk problem.

 

[I7guy]

Another consideration is to buy two Pixel 3a phones for the price of one iPhone. That way you have a primary and a hot spare without the hassle of going to the store and ending up with a refurb that may have other questionable issues or if it's been in someone's toilet before.

Can’t say I have heard of anyone or known anyone to follow this “risk avoidance” strategy, except for ridiculous suggestions on anonymous internet discussion boards.

 

[jamezr]

Can’t say I have heard of anyone or known anyone to follow this “risk avoidance” strategy, except for ridiculous suggestions on anonymous internet discussion boards.

what...having an insurance back up phone is a bad idea? So would you advise against things like Apple Care too?
isn't that whole idea of insurance is in case something goes wrong? The point that a person could buy 2 great phones for the price of one phone is not lost on a lot of people.....

 

[I7guy]

what...having an insurance back up phone is a bad idea? So would you advise against things like Apple Care too?
isn't that whole idea of insurance is in case something goes wrong? The point that a person could buy 2 great phones for the price of one phone is not lost on a lot of people.....

If one believes the best backup strategy is two of the same phone, in case one fails. We'll ok. I think it says more about the phone than the backup strategy. It's ridiculous because the only time I've ever heard about this is on MR. Now that's not to say, having an older second phone is a bad idea, I still have my 5s for that very reason (traded the 6s for the max).

But buying two phones, especially in the context of "it's cheaper than an iphone". I have yet to come across anyone in my circles who did that. (But this is a big world I suppose)

The comment about Applecare is just out of place. One doesn't have to pay car insurance either as long as an appropriate amount is in an escrow account registered with the state (And of course people could buy two of the same car when one goes to the shop). But there are people who don't believe in insurance or apple care. YMMV.

 

[jamezr]

If one believes the best backup strategy is two of the same phone, in case one fails. We'll ok. I think it says more about the phone than the backup strategy. It's ridiculous because the only time I've ever heard about this is on MR. Now that's not to say, having an older second phone is a bad idea, I still have my 5s for that very reason (traded the 6s for the max).

But buying two phones, especially in the context of "it's cheaper than an iphone". I have yet to come across anyone in my circles who did that. (But this is a big world I suppose)

The comment about Applecare is just out of place. One doesn't have to pay car insurance either as long as an appropriate amount is in an escrow account registered with the state (And of course people could buy two of the same car when one goes to the shop). But there are people who don't believe in insurance or apple care. YMMV.

Not sure you followed the original posters logic.....and the whole thread to be honest.
You can buy 2 great phones for the price of one iPhone. Then you ALWAYS have a backup phone in case one has to be sent off to be repaired. I think you came (needlessly) to Apple's defense too quickly without context.

 

[I7guy]

Not sure you followed the original posters logic.....and the whole thread to be honest.
You can buy 2 great phones for the price of one iPhone. Then you ALWAYS have a backup phone in case one has to be sent off to be repaired. I think you came (needlessly) to Apple's defense too quickly without context.

Not about apple’s defense, just responding to this nonsense.

Another consideration is to buy two Pixel 3a phones for the price of one iPhone. That way you have a primary and a hot spare without the hassle of going to the store and ending up with a refurb that may have other questionable issues or if it's been in someone's toilet before.

Do you buy two of any phones at the same time?

 

[mi7chy]

It's a common practice in IT. For example, even if you pay for Cisco expedited one hour service for some critical components like supervisor it's better to have a spare onsite prepped with the right OS version and config cloned so it's a five minute swap vs over one hour to receive and prep. Anyone who argues against is applying too much fanboyism and not logic.

 

[jamezr]

Not about apple’s defense, just responding to this nonsense.



Do you buy two of any phones at the same time?

Did you get the thread context? Did you read my original post? If so then you have context but choose to ignore it.

The fact that you can but 2 of one phone for the same price on another phone is not nonsense...that is fact.