Hello.
I have bought Pixel 2 XL 64 GB Black version in India. Actually i had so much faith in Google that I pre-booked at the time of launch.
1st incident : Within 7 months of purchase my device started having speaker. voice from Both upper and lower speaker were grossly distorted. After i complained for first 3-4 days consumer service didn't accepted that there is any kind of speaker without listening or without checking device Physically. They kept saying that it was designed that way. After that they agreed to check my device and said would arrange pick and drop service at my place without providing any loaner device. After they couldn't coordinate with service partner In INDIA which is B2X and B2X was not able to coordinate with FedEx courier services for 12-13 days. After that my device was picked up with by FedEx guy and he didnt give me any acknowledgement that he is the authentic Guy. They took the device, repaired the speakers and then sent me back after 2 days. During these 2 days there was No contact from google or B2X regarding whether my device has been reached to service center or not, what was the diagnosis they have made and what are they gonna do about it.
1st google ticket number : GL0015657 on 29th June 2018
2nd Incident : Within 6 months of repair similar distortion started from top speaker. This time they have again picked up my device and didn't provide any loaner device. They have repaired the device and was about to send but my device got failed In Quality Check they do after repairing and found some problem with edge detection hardware. They had to repair it and they sent my device after almost 18-20 days. I talked with Mr. Chandan (claimed to be google service manager from google pixel team india) and he personally assured me that in future there wont be any problem with device. And i insisted For a replacement device but he blatantly said that there is NO REPLACEMENT POLICY in India for Pixel phones. After that i researched a bit and found that many people from India got a replacement device for different problems and one of my friend got even replacement device with higher storage option.
2nd google ticket number : GL0025157 on 29th September 2018
3rd Incident : Within 20 days of 2nd repair top speaker again started distorting. I have booked the ticket and they picked up the device and device currently with service center. I am asking for a replacement device. I have emailed google pixel escalation team as well. Today i got a call from Pixel escalation team. Now they are stating that Phone will be repaired only and sent back as my device is not eligible for a replacement as there is problem with consumables only. How am i supposed to trust them? And even though there is only problem with consumables how they missed only 20 days back when it failed QC?
3rd google ticket number : GL0031895 On 30th October 2018.
Questions i have :
1) Why it took so long to book a service request and book a courier service for 1st incident?
2) How can they don't accept complaint of a consumer and without examining device physically blatantly say that it was designed that way and its sounding normal? was google pixel service implying that i am deaf? Do u treat your consumer like this?
3) Is the coordination between Google pixel team and official service partner B2X is so bad that they couldn't book job request with B2X?
4) Why there was no acknowledgement regarding diagnosis and what has been done to my device during 1st incident?
5) During 2nd incident how come they blatantly LIE that there is No replacement policy in India for Pixel 2 devices?
6) How come google pixel service India can't accept that the device is defective when it has been sent for repair 3 times within 1 year of purchase?
7) Is google india pixel service or B2X QUALITY CHECK is so poor that within a month of repair similar problem has started?
8) How come after facing 3 times similar problem within 1 year google pixel service India denying my request for a replacement device?
9) How come they replaced other consumers devices even though sent for 1 time and my device has been sent for 3 times for repair,still they are denying me a replacement? Is this the way you treat your faithful consumers?
I hope this help and guides Indian consumers away from buying Pixel phones in India.
I have bought Pixel 2 XL 64 GB Black version in India. Actually i had so much faith in Google that I pre-booked at the time of launch.
1st incident : Within 7 months of purchase my device started having speaker. voice from Both upper and lower speaker were grossly distorted. After i complained for first 3-4 days consumer service didn't accepted that there is any kind of speaker without listening or without checking device Physically. They kept saying that it was designed that way. After that they agreed to check my device and said would arrange pick and drop service at my place without providing any loaner device. After they couldn't coordinate with service partner In INDIA which is B2X and B2X was not able to coordinate with FedEx courier services for 12-13 days. After that my device was picked up with by FedEx guy and he didnt give me any acknowledgement that he is the authentic Guy. They took the device, repaired the speakers and then sent me back after 2 days. During these 2 days there was No contact from google or B2X regarding whether my device has been reached to service center or not, what was the diagnosis they have made and what are they gonna do about it.
1st google ticket number : GL0015657 on 29th June 2018
2nd Incident : Within 6 months of repair similar distortion started from top speaker. This time they have again picked up my device and didn't provide any loaner device. They have repaired the device and was about to send but my device got failed In Quality Check they do after repairing and found some problem with edge detection hardware. They had to repair it and they sent my device after almost 18-20 days. I talked with Mr. Chandan (claimed to be google service manager from google pixel team india) and he personally assured me that in future there wont be any problem with device. And i insisted For a replacement device but he blatantly said that there is NO REPLACEMENT POLICY in India for Pixel phones. After that i researched a bit and found that many people from India got a replacement device for different problems and one of my friend got even replacement device with higher storage option.
2nd google ticket number : GL0025157 on 29th September 2018
3rd Incident : Within 20 days of 2nd repair top speaker again started distorting. I have booked the ticket and they picked up the device and device currently with service center. I am asking for a replacement device. I have emailed google pixel escalation team as well. Today i got a call from Pixel escalation team. Now they are stating that Phone will be repaired only and sent back as my device is not eligible for a replacement as there is problem with consumables only. How am i supposed to trust them? And even though there is only problem with consumables how they missed only 20 days back when it failed QC?
3rd google ticket number : GL0031895 On 30th October 2018.
Questions i have :
1) Why it took so long to book a service request and book a courier service for 1st incident?
2) How can they don't accept complaint of a consumer and without examining device physically blatantly say that it was designed that way and its sounding normal? was google pixel service implying that i am deaf? Do u treat your consumer like this?
3) Is the coordination between Google pixel team and official service partner B2X is so bad that they couldn't book job request with B2X?
4) Why there was no acknowledgement regarding diagnosis and what has been done to my device during 1st incident?
5) During 2nd incident how come they blatantly LIE that there is No replacement policy in India for Pixel 2 devices?
6) How come google pixel service India can't accept that the device is defective when it has been sent for repair 3 times within 1 year of purchase?
7) Is google india pixel service or B2X QUALITY CHECK is so poor that within a month of repair similar problem has started?
8) How come after facing 3 times similar problem within 1 year google pixel service India denying my request for a replacement device?
9) How come they replaced other consumers devices even though sent for 1 time and my device has been sent for 3 times for repair,still they are denying me a replacement? Is this the way you treat your faithful consumers?
I hope this help and guides Indian consumers away from buying Pixel phones in India.
