Google support is horrible

[pi5hvi]

I had an issue where the screen for my pixel 2 xl kept flashing when I locked it. I contacted google support and was guided through software troubleshooting, upon completion of which I was told it was a hardware issue and my phone would need replacement.

Before I shipped the faulty unit however, the issue somehow fixed itself. I contacted google support and reported this and was promised by the technical team that this was a software issue and that my phone had been fixed. I was told this issue would not arise again. I also confirmed with the team that it should be fine to apply a 20$ slickwraps skin that I had ordered as I did not wish to apply the skin and then have to send the phone back.

Unfortunately, the issue hadn't really been resolved and started occurring again the next day after I had already applied the skin. When I contacted google again, the appeasement department denied any responsibility for the google support team's previous responses and told me that they would not compensate me for the losses that I had incurred due to the misinformation that was spread by google.

I had to wait 3 hours on 4 separate calls just to be told that google is spineless and cannot be held accountable for their statements. I don't know how I fell about the new "extended 2 year warranty" anymore. What do you guys think I should do?

Edit 1:

To be clear, they are still offering me a replacement for my phone. I don't however appreciate being lied to by the team and then not be taken care of for losses that I had due to their responses.

Edit 2:

To check if your pixel has the same hardware issue, use your screen for about 3 hours at full brightness and see if this issue occurs on your device. For me, this issue happened on days that I used my phone a lot.

To all those saying this is my own fault, I understand that it could be considered stupid to try and apply my skin before my 15day grace period is done. However, I wrote this article in a frustrated state of mind and did not intend to bash google for their ****ty misinformation. Rather I am trying to articulate how frustrating it can be to get the right help. For anyone who still thinks it's just me being stupid, I encourage you to read section 2 of the following letter that I sent google along with my replacement device that explains in detail how I had to go through at least 9 separate interactions that took me more than 8 cumulative hours to try and resolve my issue. If you still think what I said here is wrong, I guess you are entitled to your opinion.

I will try to keep this post updated with any responses I receive from google.

To​ ​ whosoever​ ​ it​ ​ may​ ​ concern,

Section​ ​ 1.1​ ​ Introduction

I'm​ ​ writing​ ​ this​ ​ document​ ​ to​ ​ try​ ​ and​ ​ be​ ​ upfront​ ​ ( ​ ​ unlike​ ​ Google​ ​ support​ ​ has​ ​ been​ ​ with​ ​ me​ ​ in
my​ ​ experience.​ ​ More​ ​ on​ ​ this​ ​ in​ ​ section​ ​ 2 ​ ​ ) ​ ​ about​ ​ the​ ​ testing​ ​ I ​ ​ will​ ​ be​ ​ doing​ ​ on​ ​ the
replacement​ ​ device​ ​ I ​ ​ receive​ ​ in​ ​ exchange​ ​ for​ ​ the​ ​ device​ ​ I ​ ​ have​ ​ sent​ ​ back.​ ​ I ​ ​ will​ ​ be​ ​ doing​ ​ the
testing​ ​ within​ ​ the​ ​ first​ ​ two​ ​ days​ ​ of​ ​ receiving​ ​ the​ ​ new​ ​ device.​ ​ Failure​ ​ to​ ​ pass​ ​ any​ ​ of​ ​ these
basic​ ​ hardware​ ​ tests​ ​ will​ ​ result​ ​ in​ ​ me​ ​ asking​ ​ for​ ​ another​ ​ replacement​ ​ immediately.​ ​ Section
1.2​ ​ contains​ ​ a ​ ​ list​ ​ of​ ​ these​ ​ tests.​ ​ Please​ ​ read​ ​ section​ ​ 2 ​ ​ first​ ​ if​ ​ you​ ​ just​ ​ want​ ​ to​ ​ understand​ ​ my
reason​ ​ for​ ​ producing​ ​ this​ ​ document.


Section​ ​ 1.2​ ​ Tests​ ​ to​ ​ be​ ​ performed

Section​ ​ 1.2.1​ ​ general​ ​ hardware​ ​ tests

1) All​ ​ of​ ​ the​ ​ basic​ ​ network​ ​ and​ ​ connectivity​ ​ tests.​ ​ This​ ​ includes​ ​ mobile​ ​ network,​ ​ wifi,
Bluetooth,​ ​ nfc​ ​ (the​ ​ phone​ ​ that​ ​ I ​ ​ have​ ​ sent​ ​ back​ ​ PASSED​ ​ these​ ​ tests)
2) Touchscreen​ ​ digitizer​ ​ tests​ ​ : ​ ​ all​ ​ parts​ ​ of​ ​ the​ ​ screen​ ​ must​ ​ be​ ​ responsive.​ ​ Hardware
buttons​ ​ and​ ​ the​ ​ fingerprint​ ​ scanner​ ​ will​ ​ also​ ​ be​ ​ tested​ ​ (the​ ​ phone​ ​ that​ ​ I ​ ​ have​ ​ sent
back​ ​ PASSED​ ​ this​ ​ test)
3) Battery​ ​ drain​ ​ test:​ ​ Uptime​ ​ on​ ​ full​ ​ charge​ ​ must​ ​ be​ ​ acceptable.​ ​ This​ ​ is​ ​ a ​ ​ slightly
subjective​ ​ test​ ​ as​ ​ it​ ​ depends​ ​ on​ ​ usage,​ ​ but​ ​ the​ ​ phone​ ​ I ​ ​ am​ ​ sending​ ​ back​ ​ PASSED
this​ ​ with​ ​ flying​ ​ colors​ ​ giving​ ​ me​ ​ up​ ​ to​ ​ 2.5​ ​ days​ ​ on​ ​ a ​ ​ charge​ ​ with​ ​ my​ ​ usage.​ ​ I ​ ​ expect
comparable​ ​ results​ ​ from​ ​ the​ ​ replacement​ ​ device
4) Camera​ ​ and​ ​ other​ ​ hardware​ ​ tests.​ ​ The​ ​ phone​ ​ I ​ ​ sent​ ​ back​ ​ PASSED​ ​ this​ ​ test.​ ​ The
screen​ ​ tests​ ​ will​ ​ be​ ​ included​ ​ in​ ​ section​ ​ 1.2.2​ ​ as​ ​ there​ ​ are​ ​ several​ ​ tests​ ​ I ​ ​ will​ ​ be
performing​ ​ here​ ​ that​ ​ may​ ​ need​ ​ a ​ ​ detailed​ ​ description.
5) IP​ ​ 67​ ​ dust​ ​ and​ ​ water​ ​ resistance:​ ​ While​ ​ I ​ ​ never​ ​ plan​ ​ to​ ​ intentionally​ ​ dip​ ​ my​ ​ phone​ ​ in
water,​ ​ it​ ​ should​ ​ be​ ​ protected​ ​ against​ ​ rain​ ​ and​ ​ light​ ​ splashes.​ ​ The​ ​ device​ ​ I ​ ​ sent​ ​ back
PASSED​ ​ this​ ​ test

Section​ ​ 1.2.2​ ​ screen​ ​ tests

1) Screen​ ​ brightness​ ​ (phone​ ​ I ​ ​ sent​ ​ back​ ​ PASSED​ ​ this)
2) Individual​ ​ Pixel​ ​ health​ ​ (should​ ​ see​ ​ no​ ​ dead​ ​ pixels​ ​ on​ ​ screen.​ ​ Phone​ ​ I ​ ​ sent​ ​ back
PASSED​ ​ this)
3) Screen​ ​ bleeding​ ​ test​ ​ (no​ ​ light​ ​ emitted​ ​ on​ ​ a ​ ​ completely​ ​ black​ ​ screen.​ ​ Phone​ ​ I ​ ​ sent
back​ ​ PASSED​ ​ this)
4) Screen​ ​ color​ ​ saturation​ ​ test​ ​ (color​ ​ of​ ​ red,​ ​ green​ ​ and​ ​ blue​ ​ screen.​ ​ Again​ ​ subjective.
The​ ​ phone​ ​ I ​ ​ sent​ ​ back​ ​ PASSED​ ​ all​ ​ of​ ​ these​ ​ tests.​ ​ I ​ ​ am​ ​ aware​ ​ that​ ​ Google​ ​ is​ ​ facing​ ​ a
lot​ ​ of​ ​ criticism​ ​ for​ ​ the​ ​ SRGB​ ​ calibration,​ ​ but​ ​ I ​ ​ do​ ​ not​ ​ mind​ ​ it.​ ​ In​ ​ Fact​ ​ I ​ ​ even​ ​ like​ ​ it​ ​ )5) Screen​ ​ polarisation​ ​ test​ ​ ( ​ ​ screen​ ​ should​ ​ be​ ​ viewable​ ​ from​ ​ all​ ​ angles​ ​ through​ ​ a
polarised​ ​ lens​ ​ ) ​ ​ The​ ​ phone​ ​ I ​ ​ sent​ ​ back​ ​ PASSED​ ​ this​ ​ test
6) Screen​ ​ burn​ ​ in​ ​ / ​ ​ image​ ​ retention​ ​ test:​ ​ The​ ​ device​ ​ should​ ​ show​ ​ no​ ​ burn​ ​ in​ ​ or​ ​ image
retention​ ​ within​ ​ the​ ​ first​ ​ 2 ​ ​ days​ ​ of​ ​ my​ ​ usage.​ ​ I ​ ​ will​ ​ be​ ​ testing​ ​ the​ ​ screen​ ​ by​ ​ running​ ​ a
4​ ​ hour​ ​ video​ ​ loop​ ​ (this​ ​ is​ ​ necessary​ ​ for​ ​ tests​ ​ 1.2.2.6​ ​ as​ ​ well​ ​ as​ ​ 1.2.2.7)​ ​ with
stationary​ ​ black/white​ ​ boxes​ ​ and​ ​ then​ ​ be​ ​ viewing​ ​ a ​ ​ grey​ ​ image​ ​ in​ ​ full​ ​ screen​ ​ to​ ​ check
for​ ​ any​ ​ burn​ ​ in​ ​ or​ ​ retention.​ ​ My​ ​ current​ ​ phone​ ​ FAILED​ ​ this​ ​ test.​ ​ This​ ​ would​ ​ not​ ​ have
been​ ​ an​ ​ issue​ ​ for​ ​ me​ ​ since​ ​ Google​ ​ promised​ ​ a ​ ​ 2 ​ ​ year​ ​ warranty.​ ​ But​ ​ now​ ​ I ​ ​ will​ ​ be
testing​ ​ for​ ​ this​ ​ and​ ​ asking​ ​ for​ ​ a ​ ​ replacement​ ​ immediately​ ​ if​ ​ it​ ​ fails​ ​ due​ ​ to​ ​ my
experience​ ​ with​ ​ Google​ ​ support​ ​ so​ ​ far​ ​ (see​ ​ section​ ​ 2 ​ ​ for​ ​ details).​ ​ I ​ ​ do​ ​ not​ ​ trust​ ​ the​ ​ 2
year​ ​ warranty​ ​ that​ ​ has​ ​ been​ ​ promised.
7) Screen​ ​ flashing​ ​ issue:​ ​ Screen​ ​ should​ ​ not​ ​ flash​ ​ white​ ​ while​ ​ locking/unlocking​ ​ the
device.​ ​ This​ ​ happened​ ​ (in​ ​ my​ ​ time​ ​ with​ ​ the​ ​ device)​ ​ after​ ​ continuous​ ​ screen​ ​ usage​ ​ for
an​ ​ extended​ ​ period​ ​ for​ ​ about​ ​ 3 ​ ​ hours​ ​ or​ ​ so.​ ​ This​ ​ was​ ​ the​ ​ hardware​ ​ issue​ ​ I ​ ​ had
initially​ ​ reported​ ​ and​ ​ the​ ​ reason​ ​ for​ ​ my​ ​ replacement.​ ​ This​ ​ phone​ ​ I ​ ​ have​ ​ sent​ ​ back
FAILED​ ​ this​ ​ test


Section​ ​ 1.3​ ​ Disclaimer

In​ ​ conjunction​ ​ with​ ​ all​ ​ of​ ​ the​ ​ above​ ​ tests,​ ​ the​ ​ phone​ ​ should​ ​ be​ ​ able​ ​ to​ ​ pass​ ​ all​ ​ of​ ​ Google's
(and​ ​ LG's)​ ​ own​ ​ quality​ ​ control​ ​ tests​ ​ and​ ​ will​ ​ be​ ​ subject​ ​ to​ ​ being​ ​ returned​ ​ or​ ​ replaced​ ​ within
the​ ​ 15​ ​ day​ ​ grace​ ​ period​ ​ from​ ​ the​ ​ time​ ​ it​ ​ is​ ​ delivered​ ​ to​ ​ me​ ​ if​ ​ I ​ ​ find​ ​ any​ ​ additional​ ​ hardware
problems​ ​ that​ ​ I ​ ​ failed​ ​ to​ ​ mention​ ​ above,​ ​ as​ ​ stipulated​ ​ by​ ​ Google's​ ​ own​ ​ warranty​ ​ conditions.
Standard​ ​ Google​ ​ sales​ ​ warranty​ ​ will​ ​ apply​ ​ for​ ​ a ​ ​ period​ ​ of​ ​ 2 ​ ​ years​ ​ thereafter​ ​ as​ ​ stated​ ​ by​ ​ the
Google​ ​ terms​ ​ of​ ​ service.​ ​ This​ ​ document​ ​ is​ ​ just​ ​ an​ ​ expansion​ ​ of​ ​ Google’s​ ​ own​ ​ terms​ ​ of
service​ ​ as​ ​ I ​ ​ understand​ ​ them​ ​ and​ ​ has​ ​ been​ ​ written​ ​ with​ ​ no​ ​ legal​ ​ help​ ​ and​ ​ I ​ ​ cannot​ ​ be​ ​ held
responsible​ ​ for​ ​ any​ ​ faults​ ​ that​ ​ lie​ ​ within​ ​ it.


Section​ ​ 1.4​ ​ Acknowledgement​ ​ of​ ​ extended​ ​ time​ ​ for​ ​ processing
request

I​ ​ understand​ ​ that​ ​ my​ ​ request​ ​ may​ ​ take​ ​ some​ ​ time​ ​ to​ ​ process​ ​ and​ ​ also​ ​ possibly​ ​ be​ ​ subject​ ​ to
review​ ​ from​ ​ a ​ ​ legal​ ​ team.​ ​ I ​ ​ also​ ​ understand​ ​ that​ ​ some​ ​ additional​ ​ time​ ​ may​ ​ be​ ​ required​ ​ for
testing​ ​ the​ ​ device​ ​ that​ ​ will​ ​ be​ ​ sent​ ​ out​ ​ to​ ​ me.​ ​ As​ ​ stated​ ​ below,​ ​ I ​ ​ authorize​ ​ google​ ​ to​ ​ take​ ​ this
additional​ ​ time​ ​ and​ ​ liberty​ ​ before​ ​ sending​ ​ me​ ​ my​ ​ replacement​ ​ device.

Section​ ​ 1.4.1

I​ ​ authorize​ ​ the​ ​ Google​ ​ support​ ​ team​ ​ to​ ​ take​ ​ additional​ ​ time​ ​ to​ ​ review​ ​ my​ ​ request​ ​ for​ ​ a ​ ​ period
of​ ​ 1 ​ ​ week​ ​ after​ ​ my​ ​ device​ ​ is​ ​ received​ ​ by​ ​ Google​ ​ SUBJECT​ ​ TO​ ​ ME​ ​ GETTING​ ​ AN​ ​ EMAIL
COMMUNICATION​ ​ INFORMING​ ​ ME​ ​ THAT​ ​ MY​ ​ REQUEST​ ​ IS​ ​ BEING​ ​ PROCESSED.​ ​ I
understand​ ​ that​ ​ these​ ​ terms​ ​ may​ ​ or​ ​ may​ ​ not​ ​ be​ ​ accepted​ ​ by​ ​ google​ ​ ( ​ ​ or​ ​ a ​ ​ revised​ ​ terms​ ​ of
service​ ​ may​ ​ be​ ​ sent​ ​ to​ ​ me​ ​ with​ ​ a ​ ​ time​ ​ of​ ​ at​ ​ least​ ​ one​ ​ week​ ​ for​ ​ me​ ​ to​ ​ process​ ​ said​ ​ new​ ​ termsof​ ​ service​ ​ ).​ ​ I ​ ​ also​ ​ understand​ ​ that​ ​ in​ ​ case​ ​ the​ ​ terms​ ​ are​ ​ rejected​ ​ by​ ​ Google,​ ​ I ​ ​ cannot​ ​ hold
Google​ ​ responsible​ ​ for​ ​ delaying​ ​ my​ ​ shipment​ ​ by​ ​ the​ ​ 1 ​ ​ week​ ​ period​ ​ stated​ ​ above.
Signature:

Section​ ​ 1.4.2

If​ ​ the​ ​ above​ ​ terms​ ​ are​ ​ accepted​ ​ by​ ​ both​ ​ parties,​ ​ I ​ ​ authorize​ ​ google​ ​ to​ ​ subject​ ​ the​ ​ device​ ​ they
send​ ​ to​ ​ me​ ​ as​ ​ replacement​ ​ for​ ​ my​ ​ original​ ​ device​ ​ to​ ​ additional​ ​ testing.​ ​ However,​ ​ I ​ ​ cannot​ ​ be
held​ ​ responsible​ ​ for​ ​ any​ ​ damages​ ​ caused​ ​ to​ ​ the​ ​ new​ ​ device​ ​ (or​ ​ any​ ​ testing​ ​ equipment)
during​ ​ Google’s​ ​ (or​ ​ LG’s)​ ​ own​ ​ testing
Signature:

Section​ ​ 1.4.3

I​ ​ understand​ ​ that​ ​ if​ ​ the​ ​ above​ ​ terms​ ​ are​ ​ accepted​ ​ (or​ ​ revised​ ​ and​ ​ sent​ ​ to​ ​ me​ ​ for
consideration),​ ​ my​ ​ replacement​ ​ device​ ​ may​ ​ be​ ​ subject​ ​ to​ ​ be​ ​ shipped​ ​ up​ ​ to​ ​ 3 ​ ​ additional
weeks​ ​ after​ ​ the​ ​ acceptance​ ​ of​ ​ said​ ​ new​ ​ terms​ ​ of​ ​ service,​ ​ time​ ​ that​ ​ will​ ​ be​ ​ used​ ​ by​ ​ Google​ ​ for
testing​ ​ the​ ​ new​ ​ device​ ​ as​ ​ long​ ​ as​ ​ I ​ ​ get​ ​ a ​ ​ status​ ​ update​ ​ for​ ​ my​ ​ case​ ​ at​ ​ least​ ​ once​ ​ per​ ​ week.
Signature:

Section​ ​ 1.4.4

I​ ​ understand​ ​ that​ ​ even​ ​ after​ ​ thorough​ ​ testing,​ ​ I ​ ​ may​ ​ get​ ​ a ​ ​ faulty​ ​ device​ ​ and​ ​ I ​ ​ cannot​ ​ hold
google​ ​ responsible​ ​ or​ ​ demand​ ​ any​ ​ additional​ ​ reimbursement​ ​ ( ​ ​ excluding​ ​ the​ ​ standard​ ​ 15
day​ ​ grace​ ​ period​ ​ and​ ​ 2 ​ ​ year​ ​ warranty​ ​ from​ ​ Google​ ​ ) ​ ​ for​ ​ my​ ​ losses.
Signature:

Section​ ​ 1.4.5

I​ ​ understand​ ​ that​ ​ any​ ​ of​ ​ the​ ​ above​ ​ stated​ ​ terms​ ​ as​ ​ well​ ​ as​ ​ time​ ​ frames​ ​ are​ ​ subject​ ​ to​ ​ change
after​ ​ proper​ ​ consideration​ ​ and​ ​ consent​ ​ by​ ​ both​ ​ parties​ ​ involved​ ​ (google​ ​ and​ ​ myself)
Signature:

Section​ ​ 2.1​ ​ Introduction

In​ ​ this​ ​ section​ ​ I ​ ​ am​ ​ going​ ​ to​ ​ attempt​ ​ to​ ​ clarify​ ​ the​ ​ reason​ ​ behind​ ​ producing​ ​ this​ ​ document
and​ ​ give​ ​ a ​ ​ detailed​ ​ description​ ​ of​ ​ my​ ​ Interactions​ ​ with​ ​ Google​ ​ support​ ​ along​ ​ with​ ​ the​ ​ case
numbers​ ​ for​ ​ each​ ​ interaction.​ ​ Please​ ​ note​ ​ that​ ​ I ​ ​ understand​ ​ that​ ​ support​ ​ interactions​ ​ can
vary​ ​ from​ ​ person​ ​ to​ ​ person​ ​ and​ ​ not​ ​ always​ ​ yield​ ​ the​ ​ best​ ​ results.​ ​ It​ ​ is​ ​ after​ ​ all​ ​ impossible​ ​ to
get​ ​ a ​ ​ complete​ ​ idea​ ​ of​ ​ a ​ ​ customer’s​ ​ problem​ ​ without​ ​ having​ ​ physical​ ​ access​ ​ to​ ​ the​ ​ device.However,​ ​ my​ ​ experience​ ​ with​ ​ google​ ​ support​ ​ has​ ​ not​ ​ been​ ​ good​ ​ so​ ​ far.​ ​ This​ ​ is​ ​ the​ ​ reason​ ​ I
am​ ​ typing​ ​ out​ ​ this​ ​ document​ ​ ( ​ ​ and​ ​ section​ ​ 1 ​ ​ which​ ​ is​ ​ my​ ​ attempt​ ​ to​ ​ ensure​ ​ that​ ​ I ​ ​ do​ ​ not​ ​ have
to​ ​ go​ ​ through​ ​ Google’s​ ​ support​ ​ system​ ​ ever​ ​ again​ ​ if​ ​ I ​ ​ can​ ​ just​ ​ receive​ ​ a ​ ​ good​ ​ replacement
device​ ​ ).​ ​ Essentially,​ ​ I ​ ​ am​ ​ trying​ ​ to​ ​ cut​ ​ my​ ​ losses​ ​ by​ ​ investing​ ​ some​ ​ time​ ​ in​ ​ making​ ​ this
document​ ​ to​ ​ try​ ​ and​ ​ save​ ​ countless​ ​ hours​ ​ that​ ​ I ​ ​ might​ ​ lose​ ​ if​ ​ I ​ ​ get​ ​ another​ ​ faulty​ ​ device.​ ​ I
understand​ ​ that​ ​ Google​ ​ may​ ​ completely​ ​ disregard​ ​ this​ ​ document​ ​ and​ ​ I ​ ​ will​ ​ have​ ​ wasted​ ​ this
time​ ​ as​ ​ well​ ​ as​ ​ potentially​ ​ more​ ​ time​ ​ in​ ​ getting​ ​ a ​ ​ working​ ​ device,​ ​ but​ ​ this​ ​ is​ ​ a ​ ​ gamble​ ​ I ​ ​ am
choosing​ ​ to​ ​ make.​ ​ Accepting​ ​ the​ ​ terms​ ​ stated​ ​ in​ ​ section​ ​ 1 ​ ​ or​ ​ sending​ ​ me​ ​ a ​ ​ revised​ ​ terms​ ​ of
service​ ​ would​ ​ go​ ​ a ​ ​ long​ ​ way​ ​ in​ ​ improving​ ​ my​ ​ experience​ ​ with​ ​ Google​ ​ support.​ ​ Just​ ​ so​ ​ you
know,​ ​ as​ ​ stated​ ​ in​ ​ section​ ​ 1,​ ​ I ​ ​ am​ ​ willing​ ​ to​ ​ accept​ ​ at​ ​ least​ ​ 4 ​ ​ full​ ​ weeks​ ​ of​ ​ delay​ ​ in​ ​ shipping
provided​ ​ my​ ​ terms​ ​ are​ ​ found​ ​ to​ ​ be​ ​ acceptable.​ ​ I ​ ​ don’t​ ​ mind​ ​ being​ ​ patient​ ​ as​ ​ long​ ​ as​ ​ I ​ ​ am
assured​ ​ I ​ ​ will​ ​ get​ ​ a ​ ​ good​ ​ device.


Section​ ​ 2.2​ ​ Detailed​ ​ Interaction​ ​ with​ ​ google​ ​ support

In​ ​ order​ ​ to​ ​ process​ ​ this​ ​ replacement​ ​ I ​ ​ have​ ​ had​ ​ to​ ​ contact​ ​ Google​ ​ support​ ​ on​ ​ at​ ​ least​ ​ 9
occasions​ ​ that​ ​ I ​ ​ can​ ​ recall.​ ​ It​ ​ has​ ​ wasted​ ​ 8+​ ​ hours​ ​ of​ ​ my​ ​ time,​ ​ which​ ​ I ​ ​ would​ ​ not​ ​ be​ ​ mad
about​ ​ had​ ​ I ​ ​ been​ ​ given​ ​ the​ ​ proper​ ​ support​ ​ that​ ​ I ​ ​ required.​ ​ Here​ ​ is​ ​ the​ ​ list​ ​ of​ ​ my
aforementioned​ ​ 9 ​ ​ interactions​ ​ with​ ​ google.

Section​ ​ 2.2.1​ ​ Initial​ ​ problem​ ​ reported​ ​ Case​ ​ ID:​ ​ [1-6730000019704]

I​ ​ called​ ​ google​ ​ support​ ​ as​ ​ I ​ ​ was​ ​ having​ ​ issues​ ​ with​ ​ my​ ​ phone​ ​ screen​ ​ that​ ​ seemed​ ​ to​ ​ be
flashing​ ​ white​ ​ every​ ​ time​ ​ I ​ ​ locked​ ​ or​ ​ unlocked​ ​ it.​ ​ The​ ​ support​ ​ specialist​ ​ even​ ​ tried​ ​ to​ ​ connect
to​ ​ my​ ​ phone​ ​ screen​ ​ to​ ​ see​ ​ what​ ​ was​ ​ happening,​ ​ but​ ​ the​ ​ issue​ ​ was​ ​ not​ ​ visible​ ​ at​ ​ their​ ​ end.​ ​ I
had​ ​ to​ ​ ultimately​ ​ record​ ​ a ​ ​ video​ ​ of​ ​ the​ ​ issue​ ​ I ​ ​ was​ ​ experiencing​ ​ so​ ​ the​ ​ support​ ​ specialist
could​ ​ take​ ​ a ​ ​ look.​ ​ She​ ​ sent​ ​ me​ ​ a ​ ​ software​ ​ troubleshooting​ ​ guide​ ​ which​ ​ failed​ ​ to​ ​ solve​ ​ my
problem.​ ​ Since​ ​ further​ ​ correspondence​ ​ with​ ​ this​ ​ specialist​ ​ was​ ​ taking​ ​ time​ ​ through​ ​ emails,​ ​ I
decided​ ​ to​ ​ chat​ ​ with​ ​ google​ ​ support

Section​ ​ 2.2.2​ ​ Problem​ ​ was​ ​ ‘Identified’​ ​ and​ ​ replacement​ ​ issued​ ​ Case​ ​ ID:​ ​ [2-1103000019687]

I​ ​ contacted​ ​ google​ ​ through​ ​ chat​ ​ (as​ ​ mentioned​ ​ before)​ ​ and​ ​ after​ ​ being​ ​ transferred​ ​ between​ ​ 4
different​ ​ support​ ​ specialists,​ ​ having​ ​ to​ ​ explain​ ​ my​ ​ problem​ ​ to​ ​ each​ ​ of​ ​ them​ ​ individually,​ ​ I
finally​ ​ ended​ ​ what​ ​ I ​ ​ can​ ​ only​ ​ call​ ​ a ​ ​ bizarre​ ​ conversation​ ​ (don’t​ ​ even​ ​ ask​ ​ why​ ​ I ​ ​ felt​ ​ it​ ​ was
bizarre,​ ​ if​ ​ I ​ ​ had​ ​ to​ ​ explain,​ ​ that​ ​ would​ ​ take​ ​ another​ ​ separate​ ​ section​ ​ for​ ​ this​ ​ document)​ ​ with
the​ ​ 4th​ ​ and​ ​ final​ ​ representative​ ​ who​ ​ told​ ​ me​ ​ I ​ ​ had​ ​ a ​ ​ hardware​ ​ issue​ ​ and​ ​ that​ ​ my​ ​ phone
would​ ​ be​ ​ replaced.​ ​ This​ ​ chat​ ​ session​ ​ took​ ​ a ​ ​ total​ ​ of​ ​ 3 ​ ​ hours

Section​ ​ 2.2.3​ ​ I ​ ​ had​ ​ another​ ​ frustrating​ ​ chat​ ​ session​ ​ (Case​ ​ ID​ ​ not​ ​ available)

In​ ​ the​ ​ email​ ​ I ​ ​ was​ ​ sent​ ​ regarding​ ​ replacement,​ ​ it​ ​ said​ ​ sent​ ​ the​ ​ device​ ​ only.​ ​ I ​ ​ went​ ​ to​ ​ google
chat​ ​ support​ ​ again​ ​ to​ ​ find​ ​ out​ ​ for​ ​ certain​ ​ that​ ​ I ​ ​ would​ ​ not​ ​ have​ ​ to​ ​ ship​ ​ the​ ​ box​ ​ and
accessories.​ ​ When​ ​ the​ ​ support​ ​ specialist​ ​ started​ ​ asking​ ​ for​ ​ more​ ​ details​ ​ I ​ ​ lost​ ​ my​ ​ patience
(as​ ​ I ​ ​ had​ ​ already​ ​ been​ ​ frustrated​ ​ with​ ​ the​ ​ previous​ ​ interaction​ ​ not​ ​ too​ ​ long​ ​ ago)​ ​ anddisconnected.​ ​ This,​ ​ I ​ ​ understand​ ​ was​ ​ my​ ​ own​ ​ problem.​ ​ But​ ​ I ​ ​ did​ ​ apologize​ ​ to​ ​ the
representative​ ​ and​ ​ tried​ ​ to​ ​ disconnect​ ​ as​ ​ respectfully​ ​ as​ ​ possible.

Section​ ​ 2.2.4​ ​ My​ ​ issue​ ​ resolved​ ​ itself​ ​ Case​ ​ ID:​ ​ [1-8797000019564]

Next​ ​ day,​ ​ miraculously,​ ​ my​ ​ issue​ ​ had​ ​ been​ ​ fixed.​ ​ ( ​ ​ I ​ ​ realize​ ​ now​ ​ that​ ​ this​ ​ was​ ​ no​ ​ miracle​ ​ and
that​ ​ the​ ​ issue​ ​ would​ ​ reproduce​ ​ itself​ ​ again​ ​ later.​ ​ Details​ ​ in​ ​ section​ ​ 1.2.2.7​ ​ ).​ ​ However,​ ​ I
called​ ​ support​ ​ this​ ​ time,​ ​ having​ ​ decided​ ​ never​ ​ to​ ​ use​ ​ the​ ​ support​ ​ chat​ ​ again​ ​ in​ ​ order​ ​ to
report​ ​ that​ ​ my​ ​ issue​ ​ was​ ​ no​ ​ longer​ ​ occurring​ ​ and​ ​ to​ ​ ask​ ​ if​ ​ I ​ ​ should​ ​ still​ ​ replace​ ​ the​ ​ device.​ ​ I
was​ ​ told​ ​ that​ ​ the​ ​ issue​ ​ was​ ​ caused​ ​ by​ ​ a ​ ​ software​ ​ bug​ ​ and​ ​ should​ ​ not​ ​ happen​ ​ again.​ ​ I ​ ​ was
told​ ​ that​ ​ my​ ​ replacement​ ​ would​ ​ be​ ​ cancelled.​ ​ During​ ​ this​ ​ call,​ ​ I ​ ​ also​ ​ asked​ ​ the​ ​ representative
if​ ​ I ​ ​ could​ ​ put​ ​ on​ ​ a ​ ​ Slickwraps​ ​ (https://www.slickwraps.com)​ ​ skin​ ​ I ​ ​ had​ ​ purchased​ ​ for​ ​ 19.76​ ​ $
on​ ​ my​ ​ pixel​ ​ 2 ​ ​ xl​ ​ device​ ​ ( ​ ​ this​ ​ skin​ ​ has​ ​ included​ ​ as​ ​ proof​ ​ in​ ​ the​ ​ box​ ​ in​ ​ which​ ​ I ​ ​ sent​ ​ the
replacement​ ​ device​ ​ and​ ​ this​ ​ document).​ ​ He​ ​ told​ ​ me​ ​ I ​ ​ should​ ​ get​ ​ a ​ ​ confirmation​ ​ from
Slickwraps​ ​ that​ ​ this​ ​ skin​ ​ would​ ​ not​ ​ cause​ ​ the​ ​ phone​ ​ any​ ​ damage,​ ​ after​ ​ which​ ​ I ​ ​ could​ ​ install
it.​ ​ He​ ​ assured​ ​ me​ ​ that​ ​ the​ ​ same​ ​ issue​ ​ I ​ ​ was​ ​ having​ ​ would​ ​ not​ ​ occur​ ​ again​ ​ and​ ​ that​ ​ it​ ​ was
safe​ ​ to​ ​ apply​ ​ the​ ​ skin.​ ​ I ​ ​ got​ ​ the​ ​ confirmation​ ​ from​ ​ slickwraps​ ​ and​ ​ I ​ ​ applied​ ​ the​ ​ skin.

Section​ ​ 2.2.5​ ​ The​ ​ issue​ ​ is​ ​ recurring!​ ​ Part​ ​ 1 ​ ​ ​ (Case​ ​ ID​ ​ not​ ​ available)

I​ ​ started​ ​ having​ ​ the​ ​ display​ ​ flashing​ ​ issue​ ​ again.​ ​ I ​ ​ called​ ​ Google​ ​ support​ ​ to​ ​ report​ ​ this​ ​ and
talked​ ​ to​ ​ someone​ ​ who​ ​ told​ ​ me​ ​ he​ ​ would​ ​ get​ ​ in​ ​ touch​ ​ with​ ​ appeasement​ ​ to​ ​ try​ ​ and​ ​ fix​ ​ the
fact​ ​ that​ ​ I ​ ​ had​ ​ been​ ​ misled​ ​ by​ ​ the​ ​ support​ ​ team​ ​ and​ ​ would​ ​ have​ ​ to​ ​ replace​ ​ my​ ​ device,​ ​ which
meant​ ​ my​ ​ 20$​ ​ slickwraps​ ​ skin​ ​ would​ ​ be​ ​ wasted.​ ​ After​ ​ about​ ​ 40​ ​ minutes​ ​ on​ ​ hold,​ ​ he​ ​ told​ ​ me
that​ ​ I ​ ​ would​ ​ not​ ​ be​ ​ reimbursed​ ​ for​ ​ my​ ​ 20$​ ​ loss,​ ​ but​ ​ the​ ​ device​ ​ would​ ​ be​ ​ replaced.​ ​ When​ ​ I
tried​ ​ to​ ​ explain​ ​ my​ ​ case​ ​ further,​ ​ mentioning​ ​ that​ ​ I ​ ​ had​ ​ specifically​ ​ asked​ ​ if​ ​ it​ ​ was​ ​ ok​ ​ to​ ​ apply
the​ ​ skin,​ ​ either​ ​ the​ ​ call​ ​ got​ ​ disconnected,​ ​ or​ ​ he​ ​ hung​ ​ up.​ ​ I ​ ​ recieved​ ​ no​ ​ further
correspondence​ ​ from​ ​ him,​ ​ due​ ​ to​ ​ which​ ​ I ​ ​ have​ ​ no​ ​ email​ ​ with​ ​ a ​ ​ case​ ​ ID.

Section​ ​ 2.2.6​ ​ The​ ​ issue​ ​ is​ ​ recurring!​ ​ Part​ ​ 2 ​ ​ Case​ ​ ID:3-9254000019760

I​ ​ started​ ​ the​ ​ support​ ​ call​ ​ all​ ​ over​ ​ again,​ ​ explaining​ ​ everything​ ​ in​ ​ great​ ​ detail.​ ​ The​ ​ support
specialist​ ​ told​ ​ me​ ​ he​ ​ would​ ​ contact​ ​ appeasement​ ​ again​ ​ and​ ​ see​ ​ what​ ​ could​ ​ be​ ​ done.​ ​ 1 ​ ​ Hour
later,​ ​ he​ ​ tells​ ​ me​ ​ that​ ​ I ​ ​ will​ ​ not​ ​ be​ ​ reimbursed​ ​ for​ ​ my​ ​ 20$​ ​ loss​ ​ but​ ​ the​ ​ phone​ ​ would​ ​ be
replaced.​ ​ Atleast​ ​ this​ ​ time​ ​ I ​ ​ received​ ​ an​ ​ email​ ​ where​ ​ he​ ​ told​ ​ me​ ​ he​ ​ had​ ​ “escalated”​ ​ my​ ​ case
and​ ​ that​ ​ I ​ ​ should​ ​ expect​ ​ a ​ ​ response​ ​ within​ ​ 2 ​ ​ business​ ​ days.​ ​ I ​ ​ replied​ ​ to​ ​ the​ ​ email​ ​ asking​ ​ if​ ​ I
could​ ​ have​ ​ a ​ ​ record​ ​ of​ ​ all​ ​ the​ ​ support​ ​ requests​ ​ I ​ ​ had​ ​ made​ ​ for​ ​ this​ ​ replacement​ ​ starting​ ​ with
the​ ​ first​ ​ time​ ​ I ​ ​ reported​ ​ my​ ​ issue​ ​ viz​ ​ Section​ ​ 2.2.1​ ​ I ​ ​ got​ ​ no​ ​ response​ ​ to​ ​ my​ ​ email.​ ​ I ​ ​ waited​ ​ 2
days​ ​ and​ ​ still​ ​ got​ ​ no​ ​ response.

Section​ ​ 2.2.7​ ​ I ​ ​ just​ ​ need​ ​ a ​ ​ replacement​ ​ RMA!!​ ​ (Case​ ​ ID​ ​ not​ ​ available)

Since​ ​ I ​ ​ had​ ​ not​ ​ got​ ​ any​ ​ response​ ​ or​ ​ shipping​ ​ labels,​ ​ I ​ ​ called​ ​ google​ ​ support​ ​ again​ ​ (on​ ​ the
3rd​ ​ day​ ​ since​ ​ my​ ​ section​ ​ 2.2.6​ ​ email)​ ​ and​ ​ asked​ ​ if​ ​ there​ ​ was​ ​ anything​ ​ I ​ ​ could​ ​ do​ ​ to​ ​ speed​ ​ up
the​ ​ process​ ​ and​ ​ if​ ​ there​ ​ is​ ​ any​ ​ information​ ​ he​ ​ can​ ​ offer​ ​ me​ ​ regarding​ ​ my​ ​ case.​ ​ He​ ​ put​ ​ me​ ​ on
hold​ ​ for​ ​ a ​ ​ while​ ​ and​ ​ got​ ​ back​ ​ to​ ​ me​ ​ saying​ ​ that​ ​ there​ ​ is​ ​ nothing​ ​ he​ ​ could​ ​ do​ ​ since​ ​ the​ ​ issuehad​ ​ been​ ​ “escalated”.​ ​ There​ ​ was​ ​ also​ ​ no​ ​ additional​ ​ information​ ​ he​ ​ could​ ​ offer​ ​ me,​ ​ but​ ​ he
promised​ ​ he​ ​ would​ ​ put​ ​ in​ ​ a ​ ​ record​ ​ that​ ​ I ​ ​ called​ ​ google​ ​ support​ ​ to​ ​ enquire​ ​ about​ ​ my​ ​ case​ ​ so
someone​ ​ may​ ​ get​ ​ back​ ​ to​ ​ me.​ ​ He​ ​ also​ ​ suggested​ ​ I ​ ​ send​ ​ an​ ​ email​ ​ to​ ​ Jeff​ ​ (who​ ​ was​ ​ my
support​ ​ specialist​ ​ for​ ​ the​ ​ previous​ ​ case,​ ​ 2.2.6)​ ​ enquiring​ ​ what​ ​ could​ ​ be​ ​ done.​ ​ I ​ ​ sent​ ​ another
email​ ​ to​ ​ Jeff​ ​ after​ ​ the​ ​ call,​ ​ and​ ​ surprise​ ​ surprise,​ ​ got​ ​ no​ ​ response.​ ​ I ​ ​ also​ ​ got​ ​ no
correspondence​ ​ email​ ​ from​ ​ the​ ​ person​ ​ who​ ​ handled​ ​ 2.2.7

Section​ ​ 2.2.8​ ​ Please​ ​ someone​ ​ HEALP!​ ​ Case​ ​ ID:​ ​ 6-4837000019750

I​ ​ called​ ​ again,​ ​ 4 ​ ​ days​ ​ after​ ​ 2.2.6​ ​ asking​ ​ for​ ​ help.​ ​ The​ ​ support​ ​ specialist​ ​ said​ ​ that​ ​ she​ ​ would
try​ ​ and​ ​ help​ ​ me​ ​ out.​ ​ She​ ​ had​ ​ to​ ​ do​ ​ some​ ​ additional​ ​ hocus​ ​ pocus​ ​ behind​ ​ the​ ​ scenes​ ​ and
“escalate”​ ​ my​ ​ issue​ ​ even​ ​ further,​ ​ but​ ​ ultimately,​ ​ she​ ​ told​ ​ me​ ​ that​ ​ my​ ​ replacement​ ​ request
had​ ​ been​ ​ processed​ ​ and​ ​ that​ ​ I ​ ​ would​ ​ get​ ​ a ​ ​ shipping​ ​ label​ ​ soon.​ ​ She​ ​ also​ ​ told​ ​ me​ ​ that​ ​ I
would​ ​ have​ ​ to​ ​ ship​ ​ the​ ​ entire​ ​ box​ ​ with​ ​ my​ ​ phone​ ​ and​ ​ all​ ​ accessories​ ​ as​ ​ I ​ ​ would​ ​ be​ ​ getting​ ​ a
“new​ ​ device”​ ​ and​ ​ not​ ​ a ​ ​ refurbished​ ​ one.​ ​ She​ ​ also​ ​ mentioned​ ​ that​ ​ if​ ​ Google​ ​ asks​ ​ for​ ​ just​ ​ the
device​ ​ back,​ ​ it​ ​ means​ ​ they​ ​ intend​ ​ to​ ​ give​ ​ you​ ​ a ​ ​ refurbished​ ​ unit​ ​ in​ ​ return.​ ​ I ​ ​ got​ ​ a ​ ​ shipping
label​ ​ soon​ ​ after​ ​ ending​ ​ the​ ​ call,​ ​ and​ ​ the​ ​ email​ ​ said​ ​ send​ ​ the​ ​ ”device​ ​ only”.

Section​ ​ 2.2.9​ ​ Some​ ​ clarification​ ​ with​ ​ my​ ​ return​ ​ Case​ ​ ID:​ ​ 5-6143000019995

I​ ​ called​ ​ again​ ​ asking​ ​ about​ ​ whether​ ​ to​ ​ send​ ​ just​ ​ the​ ​ device​ ​ or​ ​ the​ ​ device​ ​ along​ ​ with​ ​ the
accessories.​ ​ The​ ​ new​ ​ rep​ ​ assured​ ​ me​ ​ that​ ​ I ​ ​ should​ ​ send​ ​ just​ ​ my​ ​ device​ ​ and​ ​ that​ ​ I ​ ​ would​ ​ get
a​ ​ brand​ ​ new​ ​ device,​ ​ not​ ​ a ​ ​ refurbished​ ​ one.​ ​ I ​ ​ don’t​ ​ even​ ​ know​ ​ what​ ​ or​ ​ whom​ ​ to​ ​ believe​ ​ at​ ​ this
point​ ​ with​ ​ all​ ​ the​ ​ contradicting​ ​ information


Section​ ​ 3 ​ ​ Conclusion

Please​ ​ understand​ ​ that​ ​ I ​ ​ am​ ​ not​ ​ producing​ ​ this​ ​ document​ ​ to​ ​ try​ ​ and​ ​ sue​ ​ google​ ​ or​ ​ to​ ​ make
some​ ​ quick​ ​ money​ ​ or​ ​ something​ ​ crazy.​ ​ I ​ ​ am​ ​ just​ ​ trying​ ​ to​ ​ get​ ​ some​ ​ peace​ ​ of​ ​ mind​ ​ knowing
that​ ​ the​ ​ next​ ​ device​ ​ I ​ ​ am​ ​ sent​ ​ will​ ​ work​ ​ as​ ​ promised​ ​ by​ ​ Google​ ​ and​ ​ I ​ ​ would​ ​ never​ ​ have​ ​ to​ ​ go
through​ ​ these​ ​ awkward​ ​ Google​ ​ support​ ​ interactions​ ​ again.​ ​ All​ ​ I ​ ​ want​ ​ is​ ​ a ​ ​ good​ ​ Pixel​ ​ 2 ​ ​ xl.​ ​ I
love​ ​ this​ ​ phone,​ ​ the​ ​ idea​ ​ that​ ​ it​ ​ represents​ ​ and​ ​ everything​ ​ that​ ​ Google​ ​ as​ ​ a ​ ​ company​ ​ stands
for.​ ​ I ​ ​ just​ ​ don’t​ ​ believe​ ​ that​ ​ Google​ ​ customer​ ​ support​ ​ is​ ​ up​ ​ to​ ​ par​ ​ and​ ​ just​ ​ want​ ​ to​ ​ avoid​ ​ any
further​ ​ interaction​ ​ with​ ​ it​ ​ unless​ ​ absolutely​ ​ necessary.​ ​ I ​ ​ have​ ​ wasted​ ​ an​ ​ absurdly​ ​ long
amount​ ​ of​ ​ time​ ​ out​ ​ of​ ​ my​ ​ busy​ ​ schedule​ ​ in​ ​ just​ ​ typing​ ​ out​ ​ this​ ​ document,​ ​ but​ ​ if​ ​ that​ ​ means
that​ ​ I ​ ​ will​ ​ get​ ​ a ​ ​ device​ ​ I ​ ​ can​ ​ love​ ​ and​ ​ I ​ ​ can​ ​ help​ ​ improve​ ​ the​ ​ Google​ ​ support​ ​ experience​ ​ for
others​ ​ that​ ​ follow​ ​ me,​ ​ it​ ​ would​ ​ be​ ​ well​ ​ worth​ ​ it.​ ​ If​ ​ not,​ ​ and​ ​ this​ ​ document​ ​ is​ ​ just​ ​ ignored
completely,​ ​ well,​ ​ that​ ​ time​ ​ that​ ​ I ​ ​ spent​ ​ in​ ​ trying​ ​ to​ ​ give​ ​ some​ ​ constructive​ ​ feedback​ ​ is​ ​ just
wasted,​ ​ and​ ​ that’s​ ​ the​ ​ price​ ​ I ​ ​ pay​ ​ for​ ​ being​ ​ a ​ ​ google​ ​ fanboy.​ ​ Everything’s​ ​ not​ ​ lost

Best​ ​ regards,
Pranav​ ​ Pishawikar

 

[bigv5150]

As I see it I don't know if the actually lied or thought that since the steps they went through fixed the screen. So they stated it was a software issue not hardware. If was me I would have waited a few days to see if the issue came back before adding the wrap. Google is honoring the warranty just not the wrap. It's kind of like auto insurance most will fix the oem stuff not replace the aftermarket stuff you put on. What if they did this for everyone it would cost a fortune. Not to mention the people that would lie and say they put it on just to get a refund so they could get it for free.

 

[vanydotk]

I'm not sure why you didn't just take the RMA in the first place. If my phone was flashing when locking and even if it "resolved" itself and I already had an RMA in place, I would just do the RMA anyway.

Google Support has always been good to me, take this as a cheap 20 dollar lesson. Next time go through with the RMA.

 

[pi5hvi]

As I see it I don't know if the actually lied or thought that since the steps they went through fixed the screen. So they stated it was a software issue not hardware. If was me I would have waited a few days to see if the issue came back before adding the wrap. Google is honoring the warranty just not the wrap. It's kind of like auto insurance most will fix the oem stuff not replace the aftermarket stuff you put on. What if they did this for everyone it would cost a fortune. Not to mention the people that would lie and say they put it on just to get a refund so they could get it for free.

If it wasn't clear already, I did do the software troubleshooting including a factory reset, and the issue was not resolved. They issued a hardware replacement after this. The phone "magically fixed itself" the next day and so my replacement was cancelled and I was told it was software, although I had made no software changes. And it was only after consulting with the technical team that I put the skin on since they assured this issue would not occur again. I just assumed that this must have been a known bug that sometimes occurs but stops occurring if it gets fixed once. Guess it was just me being naive. And yes google did lie when they assured me that it would not happen again, or at least the tech team seems to be incompetent if they are willing to serve up solutions without thoroughly investigating the problem.

But yes, I guess I see your point about 3rd party accessories. It just feels like I was cheated and I would not expect google to respond in the way hat they did. Clearly customer satisfaction isn't their first priority

 

[Larzzzz82]

Are you gonna get a replacement?

 

[bigv5150]

If it wasn't clear already, I did do the software troubleshooting including a factory reset, and the issue was not resolved. They issued a hardware replacement after this. The phone "magically fixed itself" the next day and so my replacement was cancelled and I was told it was software, although I had made no software changes. And it was only after consulting with the technical team that I put the skin on since they assured this issue would not occur again. I just assumed that this must have been a known bug that sometimes occurs but stops occurring if it gets fixed once. Guess it was just me being naive. And yes google did lie when they assured me that it would not happen again, or at least the tech team seems to be incompetent if they are willing to serve up solutions without thoroughly investigating the problem.

But yes, I guess I see your point about 3rd party accessories. It just feels like I was cheated and I would not expect google to respond in the way hat they did. Clearly customer satisfaction isn't their first priority

I do agree there techs suck I called to ask about casting to my Samsung smart TV and they had no idea. I was told I would get a call back that never happened.

 

[dratsablive]

I love the support with Google. Twice I had an issue with my 6P and never had a problem getting a replacement. The 2nd time, the unit was out of warranty over 9 months and they still replaced it.

 

[bigv5150]

I love the support with Google. Twice I had an issue with my 6P and never had a problem getting a replacement. The 2nd time, the unit was out of warranty over 9 months and they still replaced it.

I agree they are great on warranty not so much on tech questions

 

[holla420]

That sucks

 

[Lawlrus]

@pi5hvi

So Google support is horrible because you called and said you had issues, they offer RMA, then you call back and say it's working now, and they wrongly diagnossed it as software?

They are not going to be able to 100% trouble shoot or diagnose an issue without the unit.

They get called about an issue then magically it fixes itself because you call back in, so it's not unreasonable to assume it could have been a software hiccup or a customer is confused or has no idea what they are talking about. I worked retail support for 12 years, and saw that way too often, so that's not unreasonable either.

They should have said even if you think it's fixed, you should send it in, then again how many people complain about the RMA proccess? Probably thought they would save a customer the Hassel considering the two above proposed ideas. Ultimetly though, you should have/ I know I would have, made them rma it anyways, you should never think that they know all, just like they shouldn't think a customer knows all, let's be realistic, there's plenty of ignorant customers and workers in the world.


So dealing with one/ a couple potentially unknowledgeable people means heir entire support team is horrible? That's an absured statement, and "Losses due to their responses", this is why people that could do the job better, do not WANT to work the job. Someone acting like you are is the sole reason I got out of retail support and moved to IT in a small group that works with more knowageable customers.

Everyone makes mistakes, I'm sure you have plenty of times, I know I have, but this is the way society is now, they want compensation to rectify the issue. And yes, you lost what a $20 skin? That's crappy, but seriously, that's not even a full tank of gas. Seems like you're being way too critical about it, surely it's not the end of the world, or a reason to type up some ***** post about it.

 

[bajasur]

I agree. It is virtually impossible to speak to a Google CSR who knows anything about Android or their products!

Sent from my Pixel 2 XL using XDA-Developers Legacy app

 

[humdrum2009]

I couldn't connect to my PC with USB cable, Google says the device is faulty and I need to rma.
Then I remembered I need to update adb drivers poof so is well.
Their techs are really clueless.

 

[sluflyer06]

Are you kidding me? Applying a skin that is one time use to a phone and then needing to RMA it does NOT entitle you to compensation. You decided to install the skin, it's your risk to take that you might have to return it someday. No sane application of logic or equity with any company would someone assume you'd get paid back for your skin, it's a user installed accessory, the warranty covers the phone, nothing else. I think you are acting entitled.

 

[pi5hvi]

@pi5hvi

So Google support is horrible because you called and said you had issues, they offer RMA, then you call back and say it's working now, and they wrongly diagnossed it as software?

They are not going to be able to 100% trouble shoot or diagnose an issue without the unit.

They get called about an issue then magically it fixes itself because you call back in, so it's not unreasonable to assume it could have been a software hiccup or a customer is confused or has no idea what they are talking about. I worked retail support for 12 years, and saw that way too often, so that's not unreasonable either.

They should have said even if you think it's fixed, you should send it in, then again how many people complain about the RMA proccess? Probably thought they would save a customer the Hassel considering the two above proposed ideas. Ultimetly though, you should have/ I know I would have, made them rma it anyways, you should never think that they know all, just like they shouldn't think a customer knows all, let's be realistic, there's plenty of ignorant customers and workers in the world.


So dealing with one/ a couple potentially unknowledgeable people means heir entire support team is horrible? That's an absured statement, and "Losses due to their responses", this is why people that could do the job better, do not WANT to work the job. Someone acting like you are is the sole reason I got out of retail support and moved to IT in a small group that works with more knowageable customers.

Everyone makes mistakes, I'm sure you have plenty of times, I know I have, but this is the way society is now, they want compensation to rectify the issue. And yes, you lost what a $20 skin? That's crappy, but seriously, that's not even a full tank of gas. Seems like you're being way too critical about it, surely it's not the end of the world, or a reason to type up some ***** post about it.

Wow, I can't say in not salty about your response. Your response was extremely offensive,very abbrasive, critical, but a 100% true. I have to admit I was wrong in typing out this bitter post. Your input did give me some much needed perspective, and I thank you for it.

However, I feel the need to emphasize that if anything I said or did caused a customer problems, I know I would go all out to rectify it. I was kind of just hoping/expecting Google would be the kind of company that did the same

Also, I might have discovered how to reproduce the issue that I am having. It could be plaguing your phones without you know about it. I am going to do some further testing to try and reproduce it. If I succeed, I'll create a new post so everyone else can check their phones to see if this is a common issue. I'll provide a link to the post here

 

[Candylicks]

I just wanted to add that I understand how frustrating this stuff can be! It is easy for people to say just return the phone but in the middle of a phone crisis it's super annoying. Especially after waiting for the shipping and paying premium price! I agree with the sentiment there is only so much Google tech support can do. I'm sure losing the $20.00 sticker was just the final annoyance. I really hope my phone doesn't have this issue.

 

[SquallLHeart]

you paid too much for a sticker that's expendable.. that's on you, not on Google Support.

 

[bsg411]

I had an issue where the screen for my pixel 2 xl kept flashing when I locked it. I contacted google support and was guided through software troubleshooting, upon completion of which I was told it was a hardware issue and my phone would need replacement.

To be clear, they are still offering me a replacement for my phone. I don't however appreciate being lied to by the team and then not be taken care of for losses that I had due to their responses.

I hear those wraps are reuseable....did you look into that

 

[Lawlrus]

Wow, I can't say in not salty about your response. Your response was extremely offensive,very abbrasive, critical, but a 100% true. I have to admit I was wrong in typing out this bitter post. Your input did give me some much needed perspective, and I thank you for it.

However, I feel the need to emphasize that if anything I said or did caused a customer problems, I know I would go all out to rectify it. I was kind of just hoping/expecting Google would be the kind of company that did the same

Also, I might have discovered how to reproduce the issue that I am having. It could be plaguing your phones without you know about it. I am going to do some further testing to try and reproduce it. If I succeed, I'll create a new post so everyone else can check their phones to see if this is a common issue. I'll provide a link to the post here

The biggest thing to take away from the situation, is that dealing with one rep, could be an absolute 180 compared to anyone else you dealt with. That's the inherent problem with retail and support environments.

Don't write off their entire support staff because of one or two bad experiences. Will you get more bad than good? That's very probable, but I doubt every single one of them is going to be that bad.

I sent an email to their support on the 26th because my device did not ship the 25th, they didn't respond in the 24 hour time frame so I sent another email, not being crappy with them about it not shipping or that they didn't respond, just if they are not going to respond to my email, give me direction as to how to see what my new ship date is.

The next day I got confirmation that my phone shipped, later that day I received an email from support that they are giving me a $25 play store credit, didn't ask for it, wasn't ****ty with them about the situation, he just wanted to try and do me a solid because it didn't ship out when it should have.

Just goes to show that while clueless, some of them are trying to make things more acceptable.

Edit: also, you're 100% correct, I am a very to the point, abrasive, no bs type of person lol, always been this way, just wired differently than others.

Glad you saw past that and actually took on what I said versus getting defensive and being overly offended by my response, society is too cotteled anymore for the way I come across I guess. I didn't mean the post to beat you down or something, not that I can even see it as possibly being taken as such, its always refreshing when someone can take my responses for what they are.

 

[StringerE]

OP - What, if anything, have you figured out about the flashing screen? I get the same thing occasionally when turning the screen off or when uncovering the proximity sensor. It's not all the time and I haven't identified a pattern yet.

 

[NWTSCL]

Last week I had a Google support specialist tell me that to stop an Android dialog box that says "Save password to Autofill with Google", open the Google app and disable the "Show trending stories" option.

WTF?