Question The watch will not charge anymore

[LordP666]

This should be interesting, I spent a bit of time on the phone and I was referred to a "Senior Specialist". This person emailed me with these requests:

To better assist you with your current Google Pixel Watch concern, please reply to this email with these information:

• Detailed description of the issue (please include as much information as possible):
• Device serial number:
• Purchase date:
• Retailer or store (e.g. Google Store, Best Buy, etc.) where the watch was purchased:
• Country where you’re currently in:
• Address:
• Contact number:
• Incident date:

Questions to answer:

• Is the device still working?
• Was there a change in device temperature?
• Did you use the cable that came with the device to charge your watch?
  • If not, what’s the brand of the charging cable you used?
• During what activity or inactivity did the incident happen?
• How long was the device in use before the incident (days, weeks, months, etc)?

Also, please send us photos of the following:

• Focus on the specific issue and the overall placement of device
• Photos of the device (front and back)
• Photos of the charging cable, adapter, or charging station (for third-party accessories, include the make and model)
• {Only if you reported an injury} Photos of the affected area

All this seems a bit excessive to me, especially considering that I gave all this information on a 15 minute call, but what the hell do I know, I only did elevator electronics tech support before becoming the manager of that unit.



This was my response:

The issue is simple, my Pixel watch will not charge. I have two charger pods bought from the Google store and neither one charges the watch. I can place the watch on either of the pods and the charging animation does not come on and the battery level does not change from the way it was when I woke up: 57%. Two things I noticed is that the watch will get warm if left on the charger, and the app on my Pixel 7 Pro shows connected but never syncs.

The serial number is: 25041JEEJWO2KU
The purchase Date is November 18th, 2022
Bought from Amazon
I live in the United States
My Address is: XXXXXXX
My telephone is: XXXXXX
The issue first came up today: 2/6/2023

No, the drive is not working, it is still at 57% despite trying off and on all day long to charge it.
As I said before the watch got warm when I tried charging it. The tech that I spoke to before this email told me to not put it back on the charger, to prevent the unit from getting warm - so I have only briefly tried to see if maybe the charge would begin. Foolish though, but I am an optimist.
"Did you use the cable that came with the device to charge your watch?" My chargers are sold by Google: https://store.google.com/us/product/watch_charger?sku=_pixwatch_usbc_mag_chrgr_snow&hl=en-US
"During what activity or inactivity did the incident happen? " - I found a problem when I woke up and tried charging my phone. I do this every day when I wake up.
The watch has been working since the day I bought it, November 2022


Also, please send us photos of the following:

• Focus on the specific issue and the overall placement of device
• Photos of the device (front and back)
• Photos of the charging cable, adapter, or charging station (for third-party accessories, include the make and model)
• {Only if you reported an injury} Photos of the affected area

No, I am not sending photos because it's stupid. My phone is not physically damaged in any way, not even a scratch on the face.

I eagerly await your call.

 

[fred2546]

This should be interesting, I spent a bit of time on the phone and I was referred to a "Senior Specialist". This person emailed me with these requests:

To better assist you with your current Google Pixel Watch concern, please reply to this email with these information:

• Detailed description of the issue (please include as much information as possible):
• Device serial number:
• Purchase date:
• Retailer or store (e.g. Google Store, Best Buy, etc.) where the watch was purchased:
• Country where you’re currently in:
• Address:
• Contact number:
• Incident date:

Questions to answer:

• Is the device still working?
• Was there a change in device temperature?
• Did you use the cable that came with the device to charge your watch?
  • If not, what’s the brand of the charging cable you used?
• During what activity or inactivity did the incident happen?
• How long was the device in use before the incident (days, weeks, months, etc)?

Also, please send us photos of the following:

• Focus on the specific issue and the overall placement of device
• Photos of the device (front and back)
• Photos of the charging cable, adapter, or charging station (for third-party accessories, include the make and model)
• {Only if you reported an injury} Photos of the affected area

All this seems a bit excessive to me, especially considering that I gave all this information on a 15 minute call, but what the hell do I know, I only did elevator electronics tech support before becoming the manager of that unit.



This was my response:

The issue is simple, my Pixel watch will not charge. I have two charger pods bought from the Google store and neither one charges the watch. I can place the watch on either of the pods and the charging animation does not come on and the battery level does not change from the way it was when I woke up: 57%. Two things I noticed is that the watch will get warm if left on the charger, and the app on my Pixel 7 Pro shows connected but never syncs.

The serial number is: 25041JEEJWO2KU
The purchase Date is November 18th, 2022
Bought from Amazon
I live in the United States
My Address is: XXXXXXX
My telephone is: XXXXXX
The issue first came up today: 2/6/2023

No, the drive is not working, it is still at 57% despite trying off and on all day long to charge it.
As I said before the watch got warm when I tried charging it. The tech that I spoke to before this email told me to not put it back on the charger, to prevent the unit from getting warm - so I have only briefly tried to see if maybe the charge would begin. Foolish though, but I am an optimist.
"Did you use the cable that came with the device to charge your watch?" My chargers are sold by Google: https://store.google.com/us/product/watch_charger?sku=_pixwatch_usbc_mag_chrgr_snow&hl=en-US
"During what activity or inactivity did the incident happen? " - I found a problem when I woke up and tried charging my phone. I do this every day when I wake up.
The watch has been working since the day I bought it, November 2022


Also, please send us photos of the following:

• Focus on the specific issue and the overall placement of device
• Photos of the device (front and back)
• Photos of the charging cable, adapter, or charging station (for third-party accessories, include the make and model)
• {Only if you reported an injury} Photos of the affected area

No, I am not sending photos because it's stupid. My phone is not physically damaged in any way, not even a scratch on the face.

I eagerly await your call.

Good luck. What is it about "not charging" that they don't understand! Obviously, they have a menu of items no matter what the issue.

 

[rodken]

The issue is simple, my Pixel watch will not charge. I have two charger pods bought from the Google store and neither one charges the watch. I can place the watch on either of the pods and the charging animation does not come on and the battery level does not change from the way it was when I woke up: 57%. Two things I noticed is that the watch will get warm if left on the charger, and the app on my Pixel 7 Pro shows connected but never syncs.



No, the drive is not working, it is still at 57% despite trying off and on all day long to charge it.
As I said before the watch got warm when I tried charging it. The tech that I spoke to before this email told me to not put it back on the charger, to prevent the unit from getting warm - so I have only briefly tried to see if maybe the charge would begin. Foolish though, but I am an optimist.
"Did you use the cable that came with the device to charge your watch?" My chargers are sold by Google: https://store.google.com/us/product/watch_charger?sku=_pixwatch_usbc_mag_chrgr_snow&hl=en-US
"During what activity or inactivity did the incident happen? " - I found a problem when I woke up and tried charging my phone. I do this every day when I wake up.
The watch has been working since the day I bought it, November 2022

I missed the part when you performed a factory reset twice and powered off the device for 5-10 minutes before you add any 3rd party apps.
-- Be certain that you are not a tester of Google Play Services.

 

[LordP666]

I missed the part when you performed a factory reset twice and powered off the device for 5-10 minutes before you add any 3rd party apps.
-- Be certain that you are not a tester of Google Play Services.

Nope. I'm not doing any resets at all.

I'm waiting for them to tell me to do that and I'll expect a promise to replace the watch if the issue comes up a second time. I don't think having to do resets is normal in any way.

 

[rodken]

I don't think having to do resets is normal in any way.

Factory resets can fix many chronic issues whether you believe in snake oil or not.

 

[LordP666]

Factory resets can fix many chronic issues whether you believe in snake oil or not.

Not really the point. I simply don't want factory resets to be the new normal for me - I don't plan on doing it on a daily basis. Or even on a weekly basis.

If that's the case then I want my money back. I want them to promise me a new watch should this occur again.

 

[rodken]

Not really the point. I simply don't want factory resets to be the new normal for me - I don't plan on doing it on a daily basis. Or even on a weekly basis.

If that's the case then I want my money back. I want them to promise me a new watch should this occur again.

To gain a better understanding of your line of thought.
-- You'd rather Google send a replacement instead of you trying to correct the issue yourself.
-- You are hoping that if and when you get a new watch, that all will be right in the world.
-- If the same issue occurs with the new device - there is always the dreaded Apple Watch.

 

[LordP666]

To gain a better understanding of your line of thought.
-- You'd rather Google send a replacement instead of you trying to correct the issue yourself.
-- You are hoping that if and when you get a new watch, that all will be right in the world.
-- If the same issue occurs with the new device - there is always the dreaded Apple Watch.

Mostly correct.

I have no problem doing a factory reset - I object to having to do it on a regular basis.

I would hope a new device would work correctly. I had a Samsung Galaxy watch years ago and when it failed for the fourth time, I took a freaking hammer to it - it was more satisfying to do that than to continue having problems. Pixel Watch better watch out (sorry about the pun).

And, no, no way in hell would I wear an Apple device.

 

[LordP666]

This is my latest email exchange:

Hello Lord,
I understand you don't want to send photos of your device, but in order for our team to properly isolate what's happening with your Pixel Watch, our team also needs to thoroughly check your device and its components like the charger and its brick.



ME:

My device is less than 3 months old. The time works, Google Keep works, the heart rate works, the temperature works, and the time to Sunrise works.

There are no scratches, no dents, no dirt, no dings, I did not try to drown it, I did not tape it to a stick of Dynamite, nothing physically wrong with the watch - it is stuck at 57% charging.

WHAT will a picture tell you?

I have the Google charging pods - wireless, in case you are confused.

If you insist on pictures, then we are done. All you would get is a picture of a perfect-looking watch.

I will share my experiences on https://forum.xda-developers.com/f/google-pixel-watch.12613/

And frankly, your demands are ridiculous.

Please reply and tell me if we are done or not.

Thank you.



Any one have a friend at Ars, or somewhere that might be interested? Please contact me.

I'm willing to take this to the limit.

 

[fred2546]

I guess I will ask: Have you tried a RESET or reboot or restart or whatever at all? I don't see that mentioned in the original post but I might have missed it. If not, a reset would be the place to start. It does not mean it will be a permanent requirement. It might just clear up the current glitch, whatever caused it. I did have to do a full reset the second day I owned it. But now it has not had any issues. I have had it about as long as you have.

I will admit, I would definitely like better battery life.

 

[LordP666]

I guess I will ask: Have you tried a RESET or reboot or restart or whatever at all? I don't see that mentioned in the original post but I might have missed it. If not, a reset would be the place to start. It does not mean it will be a permanent requirement. It might just clear up the current glitch, whatever caused it. I did have to do a full reset the second day I owned it. But now it has not had any issues. I have had it about as long as you have.

I will admit, I would definitely like better battery life.

I could, and I will, but I wanted it to be on the record, for them to ask me to do it so that if it happens again I can pressure them into giving me a new watch.

 

[rodken]

I could, and I will, but I wanted it to be on the record, for them to ask me to do it so that if it happens again I can pressure them into giving me a new watch.

The reasoning behind Google asking for photos is to clarify and to answer the magic question on whether the item is damaged in any form or fashion.

Somewhere along the lines of chasing ghosts - you might want to consider hiring an attorney that specialize in defective products if you want to escalate this to a new level.

 

[LordP666]

The reasoning behind Google asking for photos is to clarify and to answer the magic question on whether the item is damaged in any form or fashion.

Somewhere along the lines of chasing ghosts - you might want to consider hiring an attorney that specialize in defective products if you want to escalate this to a new level.

I have told them that the time works, the date works, the heart rate works, the weather works, Google Keep works, weather works - why on earth would they think it's damaged?

I'm 73 years old and have had to resort to tech support from time to time, I have never been asked for pictures of a product. Hell, I'm typing this on a Pixel 7 Pro that I got with a trade in for a Pixel 3A, sight unseen, and no photos!

 

[rodken]

I have told them that the time works, the date works, the heart rate works, the weather works, Google Keep works, weather works - why on earth would they think it's damaged?

I'm 73 years old and have had to resort to tech support from time to time, I have never been asked for pictures of a product. Hell, I'm typing this on a Pixel 7 Pro that I got with a trade in for a Pixel 3A, sight unseen, and no photos!

Bear in mind - Google has been hosed by a great number of scam artists over the years regarding false accusations and dirty tactics to get Google to replacement product under false pretenses.
-- Therefore, by you not complying to their request will raise a red flag whether you like it or not.

 

[LordP666]

Bear in mind - Google has been hosed by a great number of scam artists over the years regarding false accusations and dirty tactics to get Google to replacement product under false pretenses.
-- Therefore, by you not complying to their request will raise a red flag whether you like it or not.

OK. So be it. My hammer is ready.

I personally believe that it's absurd to have all those requirements before speaking a single word to me - I still have not had a phone call from this guy.

I will be selling my Pixel 7 Pro, and my Pixel Buds - I feel that I can't trust them anymore.

 

[rodken]

OK. So be it. My hammer is ready.

I personally believe that it's absurd to have all those requirements before speaking a single word to me - I still have not had a phone call from this guy.

I will be selling my Pixel 7 Pro, and my Pixel Buds - I feel that I can't trust them anymore.

I feel your pain. Gone are the days where a simple call to customer service was all that was required.
In today's world of high tech and bad actors, most of the Fortune 500 companies are becoming very weary of their bottom line.

 

[LordP666]

In my last job, I didn't work for a Fortune 500, but I did work in tech support, the real kind - definitely not a call center. I started as tech support, became senior field tech support, and wound up being the manager. I traveled all over the United States, Puerto Rico, Hawaii, and Canada.

The company is an elevator controller manufacturer, all the equipment was built in-house. Anything from the controllers, the door operators, the panels, and even the switches were built in-house - motors too. It was a privately owned company until the owners sold it to a venture company from SF. They were in their 80s and didn't trust their own kids to run it.

When someone called us we talked them through any problems they were having, any at all, with any equipment that we built. We would help with installation and troubleshooting. I gave symposiums where union members could get college credits. I even wrote technical manuals.

If you are curious, download this one - I did most of the work on it: https://www.gal.com/wp-content/uploads/2019/05/GALaxy_III_Traction_Elevator_ControllerV3.3.15.pdf

What pisses me off about this problem I'm having is that all the requirements that he demanded are before the guy spoke a single word to me, to ask me what was going on. The presumption that I had broken the thing before a single word passed between us makes me furious.

I invested in the Google ecosystem very heavily and I am just about ready to rip everything out.

 

[rodken]

In my last job, I didn't work for a Fortune 500, but I did work in tech support, the real kind - definitely not a call center. I started as tech support, became senior field tech support, and wound up being the manager. I traveled all over the United States, Puerto Rico, Hawaii, and Canada.

The company is an elevator controller manufacturer, all the equipment was built in-house. Anything from the controllers, the door operators, the panels, and even the switches were built in-house - motors too. It was a privately owned company until the owners sold it to a venture company from SF. They were in their 80s and didn't trust their own kids to run it.

When someone called us we talked them through any problems they were having, any at all, with any equipment that we built. We would help with installation and troubleshooting. I gave symposiums where union members could get college credits. I even wrote technical manuals.

If you are curious, download this one - I did most of the work on it: https://www.gal.com/wp-content/uploads/2019/05/GALaxy_III_Traction_Elevator_ControllerV3.3.15.pdf

What pisses me off about this problem I'm having is that all the requirements that he demanded are before the guy spoke a single word to me, to ask me what was going on. The presumption that I had broken the thing before a single word passed between us makes me furious.

I invested in the Google ecosystem very heavily and I am just about ready to rip everything out.

I remembered back in the '90's when simply hanging up the phone and redialing several times until you actually hit paydirt with someone who actually cares.

There has been talk over the decades of the 'Decline of Customer Service in America', but all that shows us is that most of these companies just need re-evaluate their training manuals but continue to blame it on the tight labor market or a shortage of qualified employees. But it often comes down to not taking the time to instill core service training for all customer-facing employees.

 

[LordP666]

"But it often comes down to not taking the time to instill core service training for all customer-facing employees."

I completely agree - everything in that last company I worked for was done as on-the-job training. We hired right out of college for the most part and we taught them everything, took them to job sites, and introduced them to the customers. The elevator industry is a small one and you develop friendships, and relationships with the customers. One of the best jobs I have ever had.

I made tons of friends, and the owner gave me an Amex card and he told me to "use the **** out of it" - the deal was that I'd show up to a place like Chicago, go to three or four job sites, and then buy the guys food and drink all night long. I did this in almost every big city in the US and Canada for years and never once had to fill out expense sheets.

What really kills me are call centers - I hate them with a passion that surprises even me. Whoever came up with that should burn in hell for eternity.

 

[Asphyx]

I had this happen to me once and all it took to clear was to hold down both buttons to do a Hard Reset and when it came backup it charged again.

Have you tried that? Hard Resetting doesn't factory reset the watch it just powers it down and reboots it.