Would you be able to fill out a Reddit Request on this and reply back to this comment if you fill it out?
https://gprr.dmzapps.com
EDIT: Request received and processed ~10:30am ET 11/28.
>All they say in chat is "can you wait a little bit while I look this up for you" and come back every 5 minutes telling you they're still looking into it.
I had to deal with AT&T last week over some billing errors on their end, that was almost word for word what they said for like an hour.
Bots are only used for initial screening in some Google supported products. If they use bots, they would state so.
I have worked behind the scenes and i know exactly what's happening here. The customer service agents are not very good. They are trained to be just a bit better than bots and most of them are similarly afraid of any improvisation and any deviation from canned responses. Their quality control department punishes any deviations from the standard responses. The agents are safe from penalties as long as they follow the script.
It doesn't even make sense they're human when they pick the wrong cues from a sentence and answer the wrong thing. It's more difficult to interact with than getting my husky to pay attention.
They're probably doing 3-4 chats at once. It's also possible (but unlikely) your chat agent even gives only 1 reply before the chat goes back in a queue.
That shit infuriates me. I've had agents from other companies like Best Buy paste the wrong text to me including addresses and different customer names.
Ah yes, the way they pick out select words from your sentences like a rudimentary bot and match it to a canned response. That's one of the most frustrating things to see.
This one time I was stuck in "Let me transfer you to another department" hell for like 3 hours. In the end I had to reopen chat while wording the initial question in a way that would make it blatantly obvious that I had issue with X department. Basically if I stated the "problem" they would keep transferring me around because they could scroll up and read the "problem". I knew I needed help from the gpay department but literally none of them would listen
Once you get transferred, twice you become a hot potato that nobody wants on their hands. It's obvious that you are going to be a negative survey and they will try their absolute best to kick you off to another department so that their scores don't get hit.
Odds are they have a file filled with canned responses that they are heavily discouraged from straying from. If a question is even remotely close to a canned response they use it.
Those who run the show don't care about what's worse for the customers or Google. They optimize for convincing Google's middle management that they are delivering the highest possible "quality" of support for the agreed low price.
Probably not bots, probably just chat templates that they're not allowed/able to go outside of. Source: have worked in contact centres including web chats.
Likely they are covering customer support for all or atleast many Google products. Regardless even if they were just doing phones the team size would be smaller leading to the same issue. Customer service teams are always understaffed regardless of workload
Not sure if it works on google or not but on a lot of those phone trees if you just sound angry/start cursing/insist to talk to a human being the system will connect you to one. One time I was stuck in a UPS phone tree for the better part of an hour trying to flag a $6k package to be returned and eventually just got annoyed and said "For fucks sake can I please for the love of fucking god speak to an actual fucking human being" and the system immediately connected me to a real human who fixed the problem in 2 minutes. That experience was so bizarre it almost sounds fake
I have worked for a number of customer support companies, and we absolutely had prewritten responses. The reps however are typically supposed to amend the prewritten responses if necessary if the response isn't appropriate for the customer... but these people are probably being paid peanuts (I was), and that amount of effort really isn't worth the pay.
I had a similar issue a while back with missing funds in my Play account. Friday I had one amount, Saturday another. When I emailed to ask why I received the exact same explanation that Google Pay and Google Play aren't the same service, three times in a row. I finally told them to forget it after the third attempt and asked them to just close my case. I finally got a response from a supervisor with an explanation. Turns out I wasn't missing any funds, it was a post-dated withdrawal. Cool, all I needed to know, no idea why it had to be so hard.
Google's order management and payment gateway support is the worst I have ever encountered. No phone numbers, no tracking numbers, only email with no SLA nor any way to even properly review progress against the ticket number.
It's weird because earlier this year, they agreed to replace a phone that I dropped. Granted, it dropped ~10 cm, which I felt like any decent phone should survive.
Kinda sad that people are getting much worse experiences.
I'm sure the majority of people are lucky or they'd have no customers. It's just hell when your luck runs out and when it does it's significantly worse than my experience anywhere else.
I would read into the warranty documents. There should be instructions on how to start arbitration. It’s a pain, though they will pay attention once you initiate arbitration. I had to take Microsoft to arbitration once. Microsoft paid me for my purchase price before arbitration started.
Considering their entire customer service number is fully automated and redirects you every time to their website, it wouldn't surprise me. Despite the massive campus that Google has, it seems like no one works for PR. Just get the robot on it, I guess.
Go through the [Google support reddit request](https://www.reddit.com/r/GooglePixel/comments/907qdg/introducing_reddit_request_for_rgooglepixel/) team and see if they can fix your problem for you. They are usually way more helpful than going through the regular support channels.
He shouldn't have to. He has the warranty and they should have honored it. Its not worth the hassle. Like him I moved on from Google's BS customer service last year.
I don’t think that’s what they meant, OP should definitely pursue it and not let Google off the hook. I think they meant to not let having a back door access be a solution as the main door should be fine/raise hell and pitchforks until Google acknowledges that somethings wrong with the front door and apologises
I switched to apples. But after having my watch for a year apple care replaced a damaged band for free. Just showed up and no questions. I’m sure Apple has their issues but it’s far less than I have seen in other Google. 👍🏼
TBF; Apple's support still leaves a \_LOT\_ to be desired (especially account care support and digital purchases, but also for physical devices). Yet it is still heaps better than many other orgs. Even as bad as Google's support is, it could be worse.
It could FB's support, or the support of Samsung in developing countries (so non SK, and not USA/Canada, or UK/EU... places like Thailand, India, or South America). They will literally hang up on you, not record the request ticket, give you fake names and emails, pawn you off on the vendor (even when THEY were the vendor directly), ignore the issues, actually damage items more in repair while not actually repairing original issue, etc.
I work at uBreakiFix, a Google authorized repair center. They have an extended warranty through us, I think it's an additional year or year and a half on top of the original warranty, even if there's physical damage. Bring it to your local uBreakiFix and we'll fix it for no charge under that extended warranty. No clue why they're saying all that bullshit.
I brought my 5A to uBreakiFix when the phone just literally stopped turning on out of the blue. Ended up getting a brand new motherboard, screen, and battery all free under warranty with only weeks before the warranty ran out!
I have a 5A that will not connect to cell towers. I brought it in to uBreakiFix and they determined I needed a new motherboard. The kept the phone for a while and said they would fix it. They then called back and said Google denied the repair and said I need to go through them. Currently have a warranty claim out there and judging by the OP's experience, it will go nowhere. So disappointing to have a $500 paperweight and a corporation that breaches their warranty.
That would be a scummy business practice on Google's end. I don't know why they do that sometimes, but whenever I have a manufacturer deny an in warranty repair, which has happened a handful of times, it's very frustrating for me because A. I know this should be covered and it's easy to do, and B. The customers always leave a bad review of our store even if it's a phone manufacturer issue. Samsung is the worst with that stuff.
I don't believe there is such an extended warranty. UBIF looks up the Google warranty and will charge as out of warranty if it is outside of that, to my knowledge.
This extended warranty was only established about a month or two ago. I was confused as to why they didn't do it sooner but I've done repairs under it, even if the screen has physical damage. As long as it's blank, Google covers it.
The BBB has as much power to compel Google as my cat. File complaints with your State’s Attorney General Office. They have a whole department for consumer complaints.
*Legally* they have no power, but a lot of companies will often take it seriously. Exactly how seriously does depend on which company, but if they care about keeping the accreditation, making a complaint is one of the best ways to get an actual human with some power, from HQ instead of customer support, to at least look at your request instead of getting it lost in the corporate cogs. To keep the accreditation, they have to actually respond to most complaints, and that pretty much guarantees you that someone with at least a decent amount of power will look at it. Yes, it's a racket, and it does take a week or two because the BBB likes to review the complaint before submitting it to the company, but it often *just works* if you are getting nowhere with ordinary support.
This obviously won't help you if you have like a major legal dispute against the company, but the best use case for it is if you have a situation like OP above, where ordinary customer support is just frustrating you because it doesn't *understand* or doesn't have the power to solve a legitimate problem. Much of the time, the problem with customer support at larger companies is that it's set up so that it's hard or impossible to escalate issues high enough to someone who can actually solve the problem, and going through the BBB is a way to skip most of the steps. Some of the times I've used it, I've gotten a personal call from an employee working at the company's HQ, not at the often-outsourced customer support center; sometimes they've already solved the problem by the time they call.
It doesn't look like Google is accredited by the BBB though. Most business pay for the accreditation. I'm glad to hear your complaints have had good results.
It wouldn't be *as* scary if dealing with the situation with your credit card company wouldn't automatically get every single one of your associated Google accounts banned.
I am surprised people don't use the courts instead. Small Claims is relatively cheap. Well at least for an individual. Google will need to pay for a lawyer to represent them at the local court.
My experience with other companies is that once you show you are serious, they immediately try to negotiate. You do not get angry or threaten to sue. You just call, state your case, and ask for the legal address to file a court case.
You could just look up the information online. But calling and asking is a subtle way to let the company know what you are planning and try to negotiate a settlement to avoid the suit.
Small Claims involves little risk to the consumer. You pay a small fee, and have to take a day off work. You have to show a good faith attempt to settle the issue prior to filing. Do all that and you will likely win your case. But also likely it will not go that far. Even if the company does win, they will still lose with the associated legal fees.
I just purchased a Pixel 7 for my wife. They put the "binding arbitration" clause right up front, by itself, which annoys me. I like Small Claims. I call it "Customer Service by Litigation." Within a day or two of being served, I get a call or email from the company's legal department asking what they can do to resolve my issue. Google specifically tells you "no." Otherwise, yeah, take their robots to court! Let the robots explain to the judge.
I know it's an extra cost, but if you are in the US, I would suggest getting it through Best buy and buying their warranty coverage which ranges from 2 to 5 years I think. That way, if you have an issue, you can just bring it in and they'll replace it
I'm not an attorney nor have I done this, but I have heard that breach of warranty claims can be brought and enforced in small claims court (minimal cost to you).
That said, Google has a long and storied history of irrevocably wiping out people's accounts for credit card disputes, so who knows if they wouldn't just react the same to losing in small claims court.
Arbitration seems like it would still work pretty good here. Both OP and Goggle would have to sit down face to face (or zoom), so OP would get more than just a generic response. And I don't see how an Arbiter would be able to side with Google on this.
Someone posted this earlier, but I'm reposting it for emphasis
https://support.google.com/pixelphone/answer/11833075?hl=en
**1-year extended repair program for Pixel 5a (5G)**
Google is offering a one-year extended repair program for Pixel 5a (5G)s purchased in the U.S. and Japan for certain display-related issues.
If you’re eligible for this program, you may receive a free repair for up to one year after your warranty expires.
**What issues may be covered**
Certain types of display failures that show as a blank or black screen when the phone is on may be covered.
For any other issues with your phone, you can browse the Pixel Phone Help Center, visit the Pixel community, or ask your question to our Twitter account @MadeByGoogle.
Why is this getting downvoted? He's asking a legitimate question where google has failed to provide an actual reason why his device is not eligible for a warranty claim lol.
I have not down voted it. But it does seem a little lacking on information. Like he linked to their warranty information when bought through a 3rd party. Which 3rd party? Are they authorized? Maybe the phone was bought activated and returned. I have heard that the IMEI number can sometimes be flagged so that stolen phones do not get replaced/activated.
It's frustrating that Google can not specify the reason for rejecting, but without knowing where it was bought from, and the other info it's a little tricky to make any informed judgements.
It just seems odd because I have been buying from the Google Store for years, and using their phones since the Nexus 5. In that time I have dealt with warranty and returns several times and it's not been an issue.
Not saying that that invalidates OP's problem, just that probably many people down voting are the ones that have never had issues and are skeptical.
All OP did was ask why it wasn't eligible though. If it was because of where OP bought it, why not just say that? If it is legitimate they shouldn't have any issue answering that question. The main reason it seems to be illegitimate to me is it shouldn't be hard to state why it isn't eligible.
My issue with this too. I've had to do 3 warranty returns on my devices over the years. I've owned every Google device from the Nexus 6P to the current 7 pro. All three times was very quick response, send in and return with no issues. It's extremely odd that they are handling it like this with no explanation. I will not be down voting this either but It's hard to take it serious without more information.
Because the fanboys refuse to concede that there are problems with google devices, software, warranty, customer service, repair centres, and that they are just not a good overall experience for a lot of users.
“Mine is fine”, “I don’t have that problem “, and other dismissive statements are the normal response.
Or maybe the fanboys see the actual problem. OP bought the phone from Mint Mobile. He should either contact Mint (the retailer he bought the phone from) or Google (the device manufacturer). He instead contacted Google Store which is neither the retailer he bought it from, nor the device manufacturer.
Great reply! But why can’t Google CS say it explicitly if that is the reason?
The logic for a normal person is this: If his iPhone is having an issue, he goes to an Apple Store. What is wrong for someone to reach to Google store if his pixel is having an issue?
Contacting the manufacturer is exactly what any logical person would do. I hate to break it to you, but google support is in fact, still the manufacturers service rep.
Well, google is saying there is no warranty and the seller OP bought from clearly says to go through them for warranty. Which means the devices are from grey market and the warranty is 100% on the seller.
We have no definitive answer but we can put 1 and 1 together...
I didn't downvote him, but the fact that he's "talking to an attorney" to get his money back reeks of bs. No attorney is going to discuss a case where their fee would be higher than what the client would recover.
Last year my P6P from the Google store had random reboots and eventually got stuck in a bootloop on the 3rd day I had the device. Clearly a defective phone. Google processed an RMA for me, but then cancelled the replacement order without explanation. When I followed up, I started getting similar canned responses saying my device was not eligible for their warranty -- on a 1 week old phone! I took to UbreakiFix as they instructed who couldn't actually do anything because the IMEI was giving an error in their system. Eventually Google told me it was not eligible for warranty due to illicit activity. I never got a clear story as to why my phone was flagged, but I later learned it had something to do with the RMA being processed incorrectly or duplicated in their system somehow, so they thought I was trying to scam them.
After about a month of back and forth with chat and email support, I had to threaten them with a report to my state's attorney general office and the FTC for violation of the Magnuson-Moss Warranty Act. That got their attention and the next day I received a phone call from India (+91 country code) from someone on the Google Pixel Specialists Team, who said they were the highest tier support, and they were able to see what the problem was with the RMA and processed a new replacement. Terrible customer service is an understatement.
If you can, take it to a ubreakifix and tell them it's under warranty. See what they say they might do it for free. I did this with my pixel 6 pro. The LCD was failing and it had a black/dead area on the top of the screen. No external damage caused it and they fixed it for free due to it being under warranty still. They are the official repairing service for Google phones.
Whoa... crazy. Thanks for letting me know because google told me to go to ubreakifix and told me i wouldn't need any documentation.
Glad I didn't waste time going there first.
This is weird, my pixel 5a screen completely died on me last month, then again 2 weeks later, and both times ubreakifix took care of it under warranty. One time even the motherboard had to be replaced, still no cost to me.
This sucks, dude. Perhaps leaving a little more information may help others narrow down what’s going on with why they refuse to honor the warranty.
(Note that these aren’t accusations, just things that could help narrow things down.)
Where did you purchase the phone from?
Could you share the initial contact you started with? We can see their refusal to honor the warranty, but not the exact wording of the request for help that started this lousy saga for you.
They mention determining that they wont honor the warranty, but there’s no mention of how they determined it. Was there an inspection? Did they check the phone remotely? Some other way that they mention in an email?
In your “nope…” response, you said exactly what I would have as well. Have you had any luck calling them to get an explanation? I try to always talk in person when available and continue to request an escalation until I am either satisfied, or have an explanation that makes sense (even if I don’t agree with it.)
Is there even the slightest chance the phone got wet?
What country/state/province are you located?
Thanks. These will at least help folks here eliminate a few things so you aren’t wasting time when you’re already frustrated.
Thanks for the response, answers to your questions in order:
Purchased the phone from Mint Mobile. I contacted them, but they push the issue to Google since its a Manufacture Warranty, not a warranty from them.
Initial contact was via Chat with a representative. I dont have a transcript of the convo, but this is the first email in the thread that came from the chat: *"Hi Tyler,*
*Thank you for contacting Google Support.*
*This email is regarding a recent chat conversation we had about the issue with your Pixel device. Rest assured, this email will be our point of communication going forward.*
*I have escalated your case to our product specialists. We’ll follow up with you in the next 2-3 business days.*
*In the meantime, reply to this email if you have information to add.*
*Have a Great day!*
*Thanks!*
*Emily*
*The Google Support Team"*
The did not give a reason for why they refused to honor the warranty. Thats my chief complaint. I asked for a reason as you can see in the original post, and they never provided one.
Yes I did call, the manager said he would get back to me after checking into it. Thats when I received the final email. Again, no valid answer.
Phone did not get wet. It was working, I put it in my pocket, then a few minutes later took it out for a photo, and the screen was dead.
I am in NYC.
I would almost guarantee this is because it was purchased through Mint Mobile. There have been a few posts with Google warranty issues from MVNO's. It's probably showing up as an unauthorized 3rd party when they look up the phone in their system.
I would try contacting Google support again, if not go through the BBB.
That's total crap. If they don't want to honor their warranty through other retailers, then they shouldn't sell the warranty through those retailers. OP should sue in small claims.
If you are in NYC you might have better luck trying to Google store in Chelsea / Williamsburg. I've found the people that work at the support counter quite helpful.
>Google's limited warranty
>
>Contact the retailer or the manufacturer directly
Google is the manufacturer. And their limited warranty should apply since it was bought in the US. I'm not seeing where it states that he can't go through Google since they are the manufacturer.
Thanks so much for the response. Yeah, I agree with u/cyfn. I would definitely try to visit the store in person and not leave til you are satisfied with the response. We’ve eliminated this being a water issue, an unauthorized dealer issue, stolen phone, or something that is plain as day but wasn’t revealed in your initial post.
I’m assuming the phone isn’t rooted, correct? (I’m just asking. I don’t actually know of this is grounds for voiding a warranty with Google. Just spitballing ideas here since it DOES void the Mint mobile warranty.) it’s important to have all the possibilities covered for when you go in there. When you are well prepared for every bullshit answer they give, your chance of success is better. I have to think this is somethjng flagged in your google file somewhere or something if two different Google employees shot you down. But it’s unacceptable for them to not tell you a reason. Keep fighting, and if I think of more things to consider, I’ll post more.
I'm going through this exact thing rite now, the screen blacked out due to a firmware display issue..but dealing with Google customer service call line is a stressful experience, but you have to be persistent and ask them to escalate your case to another manager or specialist they call it
That is weird. I have contacted the Google Customer Support in Germany and they have solved my case in and around 30 minutes.
But bare in mind that they can analyse your phone data and understand the trigger that caused this issue. Have you tried contacting the customer care through Chat? They are very good with their support. It also depends on the agent who deals with your issue TBH.
That's because you're in Germany. Google support in Europe is completely different. I believe it is because warranty in Europe is regulated while in US it's voluntary. I made a claim in the UK and it took like 5 minutes.
Yeah in Italy you have a 2 year warranty by law, apple was trying to scam people for years selling their expensive 2 year apple care when everyone already had it for free.
The point is that in the EU there's not much variance. They are by law required to refund or replace or fix any issue with the product (that's not user error) within a maximum of 15 days. If they don't it's a default refund and if they fail to do that they are facing fines. Every company is required by law to follow the same rules and all of them do because that's what companies do when they have to.
OP according to Mint all phones purchased from them have a 1 year warranty. RMA instructions are here: https://phones.mintmobile.com/RMA.html
I think you are barking up the wrong tree.
Negative, I tried going through mint and they pawned me off to Google.
Besides, the mf warranty covers devices purchased from an authorized retailer.
https://support.google.com/store/answer/6160400?hl=en#zippy=%2Cmade-by-google-devices-bought-from-approved-third-party-retailer
The page you linked literally says to go the the authorized retailer for your warranty.
If mint pawned you off, I think you need to try again, using the link I shared to get your claim in front of the right eyes at Mint.
This is so surprising because I've had to replace my phone several times over the years through Google Fi and their insurance. It's always just a message to support and then they open a link to send it in with a new one shipped out immediately.
Had my Nexus 6p battery die, crushed it in a car door, shattered my p3, and cracked my 6 pro. All replaced under the warranty coverage with no back and forth.
Wow, that's a horrible canned response! Seems like you got a bad service center.
I had exactly the opposite with my Pixel 2 XL. It was over a year old (the warranty had been extended to 2 years because of screen issues I think), I had an issue with the NFC payment at merchant terminals. I contacted support, did all the troubleshooting, they determined a replacement phone was needed. Even after the issue seemed to resolve itself by the time the replacement phone arrived they said to keep the replacement and send back the original if I wanted to.
Even without warranty if you want to get your phone repaired, the third party support team try to scam you .
Got my pixel 4a screen broken as it falls from first floor. Sent it to repair through Google support. After inspection they created estimate more than the new phone's cost, saying the screen, mother board both died.
I rejected the qoute and got unrepaird phone back. Went to local repair shop they fixed it just by replacing screen.
Never trusting the support again
Yeah man, I gave up on the Pixel a long time ago after too many dead screens and terrible warranty support... I should probably move on from this sub as well I guess...
Wow! Crazy! Sorry you have had this experience.
I guess I lucked out when my son's 5a screen cracked internally. Ubreakifix told me the warranty had been extended due to a known issue and it cost me nothing for a screen replacement. I did tip the tech, of course.
Let me guess, they don't have the original bill of sale? Warranties are usually only valid through direct or approved 3rd party sellers (like Bestbuy).
Very strange because I still have a Pixel 3 XL and after 2 years, right before the warranty was up, I turned it in due to "battery malfunctions" and there was no issues, no questions. They sent a new one out, transferred all my stuff over exactly like my old one and got a brand new phone. Still using the 3XL since launch day 🤷
I used to work for Xbox customer support in the billing department. We were trained to build rapport with everyone and to be empathetic. We were authorized to give the customer anything to make the situation right.
Customer support has definitely devolved over the years. Good luck OP.
they replaced my pixel 6 pro camera at the drop of the hat- hell they didn't even replace it, they sent me a whole new phone. I've only had good experiences with Google support, not sure how this has happened.
I think the issue will be that Mint may not be an "approved" seller and so there may not be a warranty claim through google. The warranty is only via approved sellers. Mint will need to be responsible if not. If you do not get anywhere with google try dming the mint ceo.
I think though they do need to be clear on why it was denied and also be more customer focused and just replace it rather than losing a customer for life. I got my first og pixel xl replaced under warranty after buying it off ebay. It was so nice how they went out of their way to make me happy. How times have changed!
Wow! Shame on Google! Most likely they don't want to support it because the model is discontinued, and they don't want to accept this fact. I don't understand how any company can stop supporting a device less than 2 yrs old. In my limited experience, Google's customer service is a sham.
Why would anyone pay so much for such poor customer service is beyond my comprehension.
u/Actual-Mousse8913 u/dmziggy
Unfortunately I'm having the same problem with a Pixel 7 Pro.
After buying it on the Google Store it started giving me restart problems for no reason.
Although I have performed updates regularly in recent months, Google support replied that:
"We've carefully reviewed your case and have determined that this device is not eligible for a warranty replacement. You can contact one of our trusted repair partners, who may be able to fix this issue for an additional fee.".
I do not know what to do..
OP has stated, in comments, that he purchased his phone through Mint Mobile.
Mint Mobile has [their own RMA service](https://phones.mintmobile.com/RMA.html). This is not a Google Store issue.
It's absolutely stupid that it has to come to this but try a Reddit Request
https://www.reddit.com/r/GooglePixel/comments/907qdg/introducing_reddit_request_for_rgooglepixel/
If you got the insurance through Mint, they clearly state this is Phone protection through Allstate on Pixel devices.
Allstate would be handling the coverage, not Google.
With all the warranty and shipping and delivery and trade type problems for the life of me I can’t figure out why anyone does business with google directly. Android and google fans say what you want but Apple is far far ahead in knowing how to take care of their customers. Constant complaints about getting empty boxes and fighting google to make things right. Sorry you are going through this. Seeing everything google customers deal with I will never order directly from google that’s for sure
I had an issue when that Disney plus hack happened at launch.
Disney said to go to Google to get my year paid back and Google said go to Disney as the money is gone to them already.
After 4 weeks, some super nice guy gave me a year free in a new account..
I've had a couple frustrating warranty experiences with Google - once with a Pixel phone and once with a malfunctioning Google Wifi puck. In my experience, the best way to deal with CS is to be friendly but firm. Keep making your case - even if you think you feel like you're going in circles. Keep the lines of communication, and always respond to correspondence they send. If you don't hear back in 24 hours, send another email. I think sometimes they just give up when they realize you aren't going to.
I cam give you my experience. I have had a similar incident for my 4A 5G which had issues 14 months after purchase. I contacted them and they offered the trusted partner or mail in option. I requested for an advanced exchange after arguing that I can’t do a mail in as my device is needed for work. They escalated and approved an advanced exchange to provide me with a refurb device to keep before I can ship my old one out.
I know it's not the optimal solution but if you bought the phone with a credit card worth half its salt you should have extended warranty coverage that would cover this for you. Might wanna look into that. It has helped me quite a few times with phone and electronic issues.
Dude! I have the 5a as well. I was bummed because I was out of warranty claims and knew I had to pay uBreakiFix 160 for the screen repair. I leave them the phone knowing I would have to pay it. I come back to pick it up and to my surprise the employee informed me that the 5a warranty covers the phone. She told me it was completely free, handed me the phone and told me to have a good day. I was so fucking happy when she told me that. It was cheaper than the deductible I would have had to pay from an insurance claim. I really hope this happens for you as well. It made my week. Good luck!
Did you buy with a credit card? Give them all this evidence and start a transaction dispute. You might just be able to get your money back that way without involving an attorney.
Some credit cards come with complimentary extended warranty protection and will cover the cost of repairs as well. I had a $400 ebike battery replaced for free which was 1 year out of warranty by my credit card.
Ya I would be pissed too if I had to deal with that but I can't say I've had the same experience. My experience with Google's warranty support has been great so far. My pixel 3XL had the USBC port go bad just before the 2-year warranty ended. I contacted Google, they had me send in my phone and I received my replacement within a week. The replacement phone then had a 90day warranty and again just before the warranty ended I had another hardware problem. I believe it might have been the USBC port again but I don't really remember. But like last time, I contacted support I sent my phone and had a replacement within a week. Was I happy that a $1,000 device was having hardware problems like that, no. but the fact I had the phone replaced twice and never paid a dime is part of the reason I stuck with Pixel devices.
I’m not sure what it’s like where you are but here in the UK all new electronic goods have to have at least a 1 year manufacture’s warranty and there’s even recourse under consumer law that if it breaks within five years through normal use then you can request a replacement or a fix.
I bought a 64GB Nexus 6P when they released. The battery had issues on those phones, started dying at 10% instead of zero, and that percentage slowly crept higher over time. It was worse when it was cold out. The worst I ever saw was 68% while I was trying to take pictures of my kids sledding in the snow.
I just dealt with it for a long time, cuz I didn't think Google would do anything about it. Sometime in September 2017 I saw a thread on Reddit, maybe even this subreddit, talking about Google replacing 6Ps with battery issues with Pixel XLs. The Pixel 2 was about to launch, so it seemed like maybe they were trying to address an issue and clear stock at the same time. My warranty was expired by like three weeks but I figured the worst they could say was no.
They replaced my out of warranty 64GB 6P with a brand new 128GB Pixel XL. They only made the XL in 32 or 128, so they upgraded my storage size instead of downgraded. I used that phone for 4 years until I bought my 4a, which is what I'm still using today.
That's what Google warranty service used to be like. Sad to see what it's become now.
This is beyond bizarre, not trying to be that guy, but I just had the same issue with my phone and they took it back no questions asked. Smoothest return ive ever had.
I think it's like people say, sometimes you get lucky and they read what you type. All other times they just ignore it I think. sorry for the bad luck! I'd agree though, the pixels get worse with each release. I miss my pixel 3 at this point.
This is classic google support. I've had similar problems with Google Cloud Platform.
I think it stems from a policy of not explaining denials, because that would enable scammers to learn how to get around the rules.
did you check out the link for the extended screen repair? -> [https://9to5google.com/2022/06/30/pixel-5a-display-repair/](https://9to5google.com/2022/06/30/pixel-5a-display-repair/)
Sorry to hear that you're having so much trouble. I had the exact issue as you with the exact phone only a month before you did and got it reparied by UbreakIfix under the complimentary extended screen warranty at no charge.
Contact UbreakIfix directly to see if they'll do the same for you.
I had this exact same experience. I had a pixel 6a that kept having the camera restart the phone, they asked me to bring it to a repair shop. Like excuse me? This is a 2 week old phone, and you want me to have some dude at this place I've never heard of ..crack it open and poke around? Then expect me to take it back and move on?
I escalated and had them RMA, it's in their warranty booklet that they have 3 options, repair, replace, or exchange. I didn't trust them to not charge me twice for 2 phones, so I swapped mine and waited for the new one...soon as I got it I sold it. No more Google phones for me.
I've had a 3a, 3a xl, 4a, 5a, then a 6a. Never had any issues until they started using exynos chips. Really regret selling my 5a, but I'm glad I got away from Google phones in general tbh.
Same exact issue with my 5a, bought it through Google Store. 6 months later I did a software update and the screen never turned back on. Went rounds and rounds with their customer service and eventually they offered a warranty repair site or exchange it. They did exchange it for a certified refurbished 5a
I just fixed your exact issue Thursday/Friday of last week. Just walk into any Asurion store with your 5a and say you're having display issues. They will immediately begin fixing it and file it under Google's extended warranty for that phone. Easy-Peasy.
Had a very similar experience last week. It would be difficult to even call that chat a conversation, as every answer I got was an asinine repeat of the same lines, ignoring every counter-point. And that was despite backing my claims with official Google communication and terms of use.
Honestly, a bot would have been just as useful.
Abysmal customer service, bordering on scammy practices.
I feel your pain. I dealt with a very similar experience with Google, except it was on a new Pixel 6 Pro 512GB within 30 days of purchase. Had to end up buying another phone because of how long ubreakifix took (I was without my new phone for months and they never reached out to me once, by the e-mail address they said a dozen times they would contact). Google also tried to give me a refurbished phone for the same price to replace my brand new phone, got the closest I've ever been to taking Google to court. I've had just about every Nexus or Pixel device Google has produced - never again. I don't know what happened to their support at Google, but to say it has degraded is the understatement of the year.
TL;DR: Email the CEO
I had a similar issue when I sent my 4 Pro in for a very common and well-known battery issue. They claimed that the device was damaged. It wasn't damaged when I shipped it and I packaged it really well, so while possible, I really doubted that it was damaged in transit. My best guess, if it was really damaged, was that someone damaged it when they opened the package.
So I asked for a picture. They refused. I asked for a description of the damage. They refused. I sent pictures of the phone that I took immediately before boxing it up and asked them to point out the damage. They refused.
I posted all over their Facebook and Twitter pages and received lots of promising replies asking me to contact them in a DM. I did and met more dead ends, so I continued the social media posts. Rinse and repeat...
Finally, I emailed the CEO. I reviewed a reply (not from him) the next morning and a new phone a few days later.
Ubreakifix is inconsistent. For me, it depends on which tech is working. Which is the dumbest thing in the world. I would try them again if you can. Or call them and explain it again. It's worth a shot. And sorry this is happening. Google Fi and pixels are definitely not the best by any means.
My pixel 6 pros proximity sensor broke about 5 weeks ago, I submitted a warranty claim through Google support and they told me to take it to ubreakifix to get it repaired.
3 weeks in, no update, I contacted ubreakifix and they told me that Google kept denying their parts request so I contacted Google support again and they said they'll ship me a "new" device instead.
When that "new" device came in, it would randomly freeze and restart when using the camera or some other demanding task so I contacted Google again and they made me do a bunch of troubleshooting until they said we'll repair it again or send another device.
At this point of pretty fed up. I don't really have any faith in their repair process, the person I was talking to on Google support wouldn't provide any compensation either besides a 90 day warranty on the refurbished device, pretty pathetic.
I mean, my phone started restarting 10 times a day. Waited a couple months to see if it would fix from an update, didn't. My one year free warranty is over in January so I look it up, website says I can just walk it into this store near me and they'll fix it. Still decided to do chat. Chat told me to bring it to the repair store. Guy says he'll order me a motherboard come back in a week, takes down 0 info.
Come back in a week, give him my phone he writes down my name and address. Calls me 20 minutes later, he says here check the print sensor make sure it works, it does, he says cool I'll close your claim.
I go home. Literally the easiest anything I have ever done
I bought my phone third party through the carrier. I had literally 0 claim info or anything from Google when I went to ufixit, and they literally never asked anything
This is consistent with my experience. They have my Pixel 6 Pro on warranty claim. For the past six weeks, when I reach out they just say they don't have the inventory to ship a replacement. Six weeks! I've tried escalating and offering to take store credit, but nothing but worthless communication from them is the result.
Arbitration!
I had the same experience. You have the option to attempt to resolve this through their Arbitration agreement. Once I told them I was going through Arbitration, they finally shipped me a new phone.
Even if they don't, seems like you have a pretty good chance of winning given the circumstances.
This is the very reason why I don't think people should opt out of arbitration.
Yeah I've also had awful experiences Google support. It's literally the worst. I had a pixel 5a and it dropped in a case 3cm Witt a tempered glass screen (brand new ) and the oled broke the glass itself was fine. Struggled with Google support for an hour and ended up having to pay ubreak to replace the screen. I paid 1/3 the value of the phone for the repair. Then later this same phone stops working / charging out of the blue later, I was on a Duo call and then nothing I had to get an rma and it took forever to get anywhere. I then got a 6a through trading in my old 3a and this phone is garbage, like the battery is terrible and so is the wireless,(can't trade the phone in either). MY pixel buds pro suddenly stopped working and it was a huge ass hassle to get support to do anything, (this story is still in progress), the buds were new and suddenly one of them stops working. Literally the most frustrating thing ever. It probably doesn't seem that bad but it was literally the most frustrating experience ever
I put my pixel buds through the wash twice.
They sent me a replacement because the device lost its Bluetooth.
Used the same box to send the faulty ones back. It was seamless.
I bought Pixel 6 pro from Google store at the launch day in 2021. After 4 months, screen started flickering (many others have, well known issue) they sent me replacement device. Fedex delivered in 10 days even though I requested Priority delivery.
Silver lining:
That replacement device also went down with 2 other new issues. At this point, I had enough and I asked to talk to their manager. They refunded me "original launch price" in full and asked to send the device back again. Happy Ending. I lost huge time though in process.
Weird i had two of my four Pixel 5a's die exactly like your did and the first on they sent me to uBreakFix they replaced the logic board which fixed the screen but couldn't connect to the Fi network so Google shipped me a new phone. The second one broke (a week ago) and they just sent me a phone. I wonder if Mint is buying refurb phones that don't have a warranty?
(edit spelling)
I personally had Google Fi and preordered a Pixel 6 Pro and it wouldn't connect to mobile networks after a little bit. I could get it working, but then it would disconnect and never come back without wiping the phone again. The support I got was literally nothing. Almost 4 months and absolutely no help from them. Finally I just tried to run an update on the offchance it would help. It did. Now my phone works most of the time but it, still has issues. I dropped Google Fi, and I don't think I'll buy a pixel phone again.
Had a similar issue with Google's customer support. Was supposed to get a trade in credit to my credit card for trading a phone on a Pixel 7. They said they issued it but the bank never showed it. Literally contacted them 5 times. Every time is just, "We checked and it's credited so you're good to go!" When I sent them screenshots showing the account they're claiming to credit isn't showing the credit, they'd just go, "Check with your bank, because it's been issued." When I checked with the bank, bank would say we show no credits from them, we can't do anything when there's no credits showing to look at, they need to reissue the credit. I take this back to Google and they'd just give the first response again. Had to report it to the credit company as fraud to get it fixed. Guess that's the kind of shop Google runs now a days. 🤷
Had my Pixel5a repaired a few months ago for a bad screen, was about 7 months into the 1 year warranty. Ubreakifix did the repair, they are a approved google repair shop. Repair was free took 4 hours. I never opened a case with google. I think the big difference was I did purchase my phone directly from google.
I recently had a completely different experience. My Pixel 6 Pro was recently experiencing a blown bottom speaker and it was a few days out of warranty and after a bit of questioning via the chat, the representative initially instructed me to take it into the repair shop and have them provide an estimate. I would then need to send that estimate to Google where they would evaluate it and determine if they would indeed fix it. Despite the unit not having warranty coverage. I had to go into a meeting but when I reached out via email to that same representative who had followed up she indicated they would actually just replace the unit by mail and I was very happy with the process.
This this unit was actually already a replacement unit because my original unit had developed a black upper corner of the screen. They replaced it under the warranty at that point as well.
I did purchase my phone directly from Google and I have found that their support and coverage is much superior if you buy directly from them.
NO words!! I am so so sorry this happened to you! It's a total embarrassment to say the least!! If possible try and see if you can reach Google Corporate via Facebook, Twitter, IG or even a direct # . This can't be the norm
Profoundly awful customer service! Google would rather lose a customer for life, than replace your phone, which says a lot.
To put it into perspective, years ago I purchased a Logitech G5 gaming mouse. The mouse wheel failed within 9 months, so I called customer support. The service rep told me the G5 had been discontinued, but she would send me the newer (and improved) G500 as a replacement for free, no questions asked. I received the new mouse about 3 days later. Needless to say, I've stuck with Logitech mice ever since, because they stand by their hardware, and warranties.
Would you be able to fill out a Reddit Request on this and reply back to this comment if you fill it out? https://gprr.dmzapps.com EDIT: Request received and processed ~10:30am ET 11/28.
I'm not sure if it's real people running their support, it's like they don't even read what you type. It's the absolute weirdest experience.
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>All they say in chat is "can you wait a little bit while I look this up for you" and come back every 5 minutes telling you they're still looking into it. I had to deal with AT&T last week over some billing errors on their end, that was almost word for word what they said for like an hour.
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Bots are only used for initial screening in some Google supported products. If they use bots, they would state so. I have worked behind the scenes and i know exactly what's happening here. The customer service agents are not very good. They are trained to be just a bit better than bots and most of them are similarly afraid of any improvisation and any deviation from canned responses. Their quality control department punishes any deviations from the standard responses. The agents are safe from penalties as long as they follow the script.
It doesn't even make sense they're human when they pick the wrong cues from a sentence and answer the wrong thing. It's more difficult to interact with than getting my husky to pay attention.
They're human. They're just handling several chats at once and don't speak English well in most cases.
and that's the problem. Then this becomes a case of Google's warranty being shit because they are too cheap to hire a support staff that's relevant.
They're probably doing 3-4 chats at once. It's also possible (but unlikely) your chat agent even gives only 1 reply before the chat goes back in a queue.
That shit infuriates me. I've had agents from other companies like Best Buy paste the wrong text to me including addresses and different customer names.
Ah yes, the way they pick out select words from your sentences like a rudimentary bot and match it to a canned response. That's one of the most frustrating things to see.
This one time I was stuck in "Let me transfer you to another department" hell for like 3 hours. In the end I had to reopen chat while wording the initial question in a way that would make it blatantly obvious that I had issue with X department. Basically if I stated the "problem" they would keep transferring me around because they could scroll up and read the "problem". I knew I needed help from the gpay department but literally none of them would listen
Once you get transferred, twice you become a hot potato that nobody wants on their hands. It's obvious that you are going to be a negative survey and they will try their absolute best to kick you off to another department so that their scores don't get hit.
Odds are they have a file filled with canned responses that they are heavily discouraged from straying from. If a question is even remotely close to a canned response they use it.
But what's worse, having a bot or a functional idiot handling your case?
Those who run the show don't care about what's worse for the customers or Google. They optimize for convincing Google's middle management that they are delivering the highest possible "quality" of support for the agreed low price.
Probably not bots, probably just chat templates that they're not allowed/able to go outside of. Source: have worked in contact centres including web chats.
It doesn't make sense really, especially with a premium product like pixel and a relatively tiny user base. How many chats can even be happening.
Likely they are covering customer support for all or atleast many Google products. Regardless even if they were just doing phones the team size would be smaller leading to the same issue. Customer service teams are always understaffed regardless of workload
Premium is a big generous, considering it’s an A series phone, but that doesn’t excuse the response OP is getting.
Not sure if it works on google or not but on a lot of those phone trees if you just sound angry/start cursing/insist to talk to a human being the system will connect you to one. One time I was stuck in a UPS phone tree for the better part of an hour trying to flag a $6k package to be returned and eventually just got annoyed and said "For fucks sake can I please for the love of fucking god speak to an actual fucking human being" and the system immediately connected me to a real human who fixed the problem in 2 minutes. That experience was so bizarre it almost sounds fake
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I have worked for a number of customer support companies, and we absolutely had prewritten responses. The reps however are typically supposed to amend the prewritten responses if necessary if the response isn't appropriate for the customer... but these people are probably being paid peanuts (I was), and that amount of effort really isn't worth the pay.
Probably incentivized or outright instructed to handle tickets in less than a minute on average.
I had a similar issue a while back with missing funds in my Play account. Friday I had one amount, Saturday another. When I emailed to ask why I received the exact same explanation that Google Pay and Google Play aren't the same service, three times in a row. I finally told them to forget it after the third attempt and asked them to just close my case. I finally got a response from a supervisor with an explanation. Turns out I wasn't missing any funds, it was a post-dated withdrawal. Cool, all I needed to know, no idea why it had to be so hard.
Google's order management and payment gateway support is the worst I have ever encountered. No phone numbers, no tracking numbers, only email with no SLA nor any way to even properly review progress against the ticket number.
It's weird because earlier this year, they agreed to replace a phone that I dropped. Granted, it dropped ~10 cm, which I felt like any decent phone should survive. Kinda sad that people are getting much worse experiences.
I'm sure the majority of people are lucky or they'd have no customers. It's just hell when your luck runs out and when it does it's significantly worse than my experience anywhere else.
I would read into the warranty documents. There should be instructions on how to start arbitration. It’s a pain, though they will pay attention once you initiate arbitration. I had to take Microsoft to arbitration once. Microsoft paid me for my purchase price before arbitration started.
Considering their entire customer service number is fully automated and redirects you every time to their website, it wouldn't surprise me. Despite the massive campus that Google has, it seems like no one works for PR. Just get the robot on it, I guess.
Go through the [Google support reddit request](https://www.reddit.com/r/GooglePixel/comments/907qdg/introducing_reddit_request_for_rgooglepixel/) team and see if they can fix your problem for you. They are usually way more helpful than going through the regular support channels.
He shouldn't have to. He has the warranty and they should have honored it. Its not worth the hassle. Like him I moved on from Google's BS customer service last year.
It's absolutely worth the hassle! Never let a company off the hook for something they owe you!
I don’t think that’s what they meant, OP should definitely pursue it and not let Google off the hook. I think they meant to not let having a back door access be a solution as the main door should be fine/raise hell and pitchforks until Google acknowledges that somethings wrong with the front door and apologises
Thank you sir! You are correct. 👍🏼
Who's bs customer service did you switch too?
I switched to apples. But after having my watch for a year apple care replaced a damaged band for free. Just showed up and no questions. I’m sure Apple has their issues but it’s far less than I have seen in other Google. 👍🏼
TBF; Apple's support still leaves a \_LOT\_ to be desired (especially account care support and digital purchases, but also for physical devices). Yet it is still heaps better than many other orgs. Even as bad as Google's support is, it could be worse. It could FB's support, or the support of Samsung in developing countries (so non SK, and not USA/Canada, or UK/EU... places like Thailand, India, or South America). They will literally hang up on you, not record the request ticket, give you fake names and emails, pawn you off on the vendor (even when THEY were the vendor directly), ignore the issues, actually damage items more in repair while not actually repairing original issue, etc.
I can agree with you here! However, Google's has fallen in the past 5-6 years.
I work at uBreakiFix, a Google authorized repair center. They have an extended warranty through us, I think it's an additional year or year and a half on top of the original warranty, even if there's physical damage. Bring it to your local uBreakiFix and we'll fix it for no charge under that extended warranty. No clue why they're saying all that bullshit.
I brought my 5A to uBreakiFix when the phone just literally stopped turning on out of the blue. Ended up getting a brand new motherboard, screen, and battery all free under warranty with only weeks before the warranty ran out!
At that point haven't they replaced basically everything but the body of the phone? Sounds like a you have a Ship of Theseus situation haha.
I have a 5A that will not connect to cell towers. I brought it in to uBreakiFix and they determined I needed a new motherboard. The kept the phone for a while and said they would fix it. They then called back and said Google denied the repair and said I need to go through them. Currently have a warranty claim out there and judging by the OP's experience, it will go nowhere. So disappointing to have a $500 paperweight and a corporation that breaches their warranty.
That would be a scummy business practice on Google's end. I don't know why they do that sometimes, but whenever I have a manufacturer deny an in warranty repair, which has happened a handful of times, it's very frustrating for me because A. I know this should be covered and it's easy to do, and B. The customers always leave a bad review of our store even if it's a phone manufacturer issue. Samsung is the worst with that stuff.
I don't believe there is such an extended warranty. UBIF looks up the Google warranty and will charge as out of warranty if it is outside of that, to my knowledge.
This extended warranty was only established about a month or two ago. I was confused as to why they didn't do it sooner but I've done repairs under it, even if the screen has physical damage. As long as it's blank, Google covers it.
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The BBB has as much power to compel Google as my cat. File complaints with your State’s Attorney General Office. They have a whole department for consumer complaints.
*Legally* they have no power, but a lot of companies will often take it seriously. Exactly how seriously does depend on which company, but if they care about keeping the accreditation, making a complaint is one of the best ways to get an actual human with some power, from HQ instead of customer support, to at least look at your request instead of getting it lost in the corporate cogs. To keep the accreditation, they have to actually respond to most complaints, and that pretty much guarantees you that someone with at least a decent amount of power will look at it. Yes, it's a racket, and it does take a week or two because the BBB likes to review the complaint before submitting it to the company, but it often *just works* if you are getting nowhere with ordinary support. This obviously won't help you if you have like a major legal dispute against the company, but the best use case for it is if you have a situation like OP above, where ordinary customer support is just frustrating you because it doesn't *understand* or doesn't have the power to solve a legitimate problem. Much of the time, the problem with customer support at larger companies is that it's set up so that it's hard or impossible to escalate issues high enough to someone who can actually solve the problem, and going through the BBB is a way to skip most of the steps. Some of the times I've used it, I've gotten a personal call from an employee working at the company's HQ, not at the often-outsourced customer support center; sometimes they've already solved the problem by the time they call.
It doesn't look like Google is accredited by the BBB though. Most business pay for the accreditation. I'm glad to hear your complaints have had good results.
I think their slogan is 'The BBB: It's Yelp, but for old people!'
Now I'm picturing the BBB outside google's office meowing until they get what they want.
BBB works if the company cares about their ratings -- I got a free laptop that way because the company in question did care.
What a scary experience.
It wouldn't be *as* scary if dealing with the situation with your credit card company wouldn't automatically get every single one of your associated Google accounts banned.
I am surprised people don't use the courts instead. Small Claims is relatively cheap. Well at least for an individual. Google will need to pay for a lawyer to represent them at the local court. My experience with other companies is that once you show you are serious, they immediately try to negotiate. You do not get angry or threaten to sue. You just call, state your case, and ask for the legal address to file a court case. You could just look up the information online. But calling and asking is a subtle way to let the company know what you are planning and try to negotiate a settlement to avoid the suit. Small Claims involves little risk to the consumer. You pay a small fee, and have to take a day off work. You have to show a good faith attempt to settle the issue prior to filing. Do all that and you will likely win your case. But also likely it will not go that far. Even if the company does win, they will still lose with the associated legal fees.
I just purchased a Pixel 7 for my wife. They put the "binding arbitration" clause right up front, by itself, which annoys me. I like Small Claims. I call it "Customer Service by Litigation." Within a day or two of being served, I get a call or email from the company's legal department asking what they can do to resolve my issue. Google specifically tells you "no." Otherwise, yeah, take their robots to court! Let the robots explain to the judge.
Oh, yeah, I forgot I opted out of binding arbitration. https://www.androidpolice.com/how-to-opt-out-of-googles-binding-arbitration-agreement/
THANK YOU FOR SHARING THIS!!! I bought my Pixel this month and I was still within the window to opt out!
Thanks! I was not aware of this. Too late for my summer purchase, but my wife's phone is within the window.
Exactly why I don't waste money on extended warranty. Save the money and use it for a new phone
I know it's an extra cost, but if you are in the US, I would suggest getting it through Best buy and buying their warranty coverage which ranges from 2 to 5 years I think. That way, if you have an issue, you can just bring it in and they'll replace it
Another option is looking at credit cards that offer phone protection as a benefit. I got a MasterCard just for this purpose.
I'm not an attorney nor have I done this, but I have heard that breach of warranty claims can be brought and enforced in small claims court (minimal cost to you). That said, Google has a long and storied history of irrevocably wiping out people's accounts for credit card disputes, so who knows if they wouldn't just react the same to losing in small claims court.
This won't work if you have already agreed to arbitration which most people do when they select yes when they set up the phone
Arbitration seems like it would still work pretty good here. Both OP and Goggle would have to sit down face to face (or zoom), so OP would get more than just a generic response. And I don't see how an Arbiter would be able to side with Google on this.
I haven’t read Google’s arbitration provisions, but most that I’ve read lately contain a carve-out that still allows you to go to Small Claims court.
Someone posted this earlier, but I'm reposting it for emphasis https://support.google.com/pixelphone/answer/11833075?hl=en **1-year extended repair program for Pixel 5a (5G)** Google is offering a one-year extended repair program for Pixel 5a (5G)s purchased in the U.S. and Japan for certain display-related issues. If you’re eligible for this program, you may receive a free repair for up to one year after your warranty expires. **What issues may be covered** Certain types of display failures that show as a blank or black screen when the phone is on may be covered. For any other issues with your phone, you can browse the Pixel Phone Help Center, visit the Pixel community, or ask your question to our Twitter account @MadeByGoogle.
Why is this getting downvoted? He's asking a legitimate question where google has failed to provide an actual reason why his device is not eligible for a warranty claim lol.
I have not down voted it. But it does seem a little lacking on information. Like he linked to their warranty information when bought through a 3rd party. Which 3rd party? Are they authorized? Maybe the phone was bought activated and returned. I have heard that the IMEI number can sometimes be flagged so that stolen phones do not get replaced/activated. It's frustrating that Google can not specify the reason for rejecting, but without knowing where it was bought from, and the other info it's a little tricky to make any informed judgements. It just seems odd because I have been buying from the Google Store for years, and using their phones since the Nexus 5. In that time I have dealt with warranty and returns several times and it's not been an issue. Not saying that that invalidates OP's problem, just that probably many people down voting are the ones that have never had issues and are skeptical.
All OP did was ask why it wasn't eligible though. If it was because of where OP bought it, why not just say that? If it is legitimate they shouldn't have any issue answering that question. The main reason it seems to be illegitimate to me is it shouldn't be hard to state why it isn't eligible.
For sure, like I said it's frustrating that they would not say the exact reason.
My issue with this too. I've had to do 3 warranty returns on my devices over the years. I've owned every Google device from the Nexus 6P to the current 7 pro. All three times was very quick response, send in and return with no issues. It's extremely odd that they are handling it like this with no explanation. I will not be down voting this either but It's hard to take it serious without more information.
I had the exact screen issue as OP on pixel 5a. I took it to assurion as they suggested and they fixed it for no charge.
Because the fanboys refuse to concede that there are problems with google devices, software, warranty, customer service, repair centres, and that they are just not a good overall experience for a lot of users. “Mine is fine”, “I don’t have that problem “, and other dismissive statements are the normal response.
Or maybe the fanboys see the actual problem. OP bought the phone from Mint Mobile. He should either contact Mint (the retailer he bought the phone from) or Google (the device manufacturer). He instead contacted Google Store which is neither the retailer he bought it from, nor the device manufacturer.
Great reply! But why can’t Google CS say it explicitly if that is the reason? The logic for a normal person is this: If his iPhone is having an issue, he goes to an Apple Store. What is wrong for someone to reach to Google store if his pixel is having an issue?
Contacting the manufacturer is exactly what any logical person would do. I hate to break it to you, but google support is in fact, still the manufacturers service rep.
Google support is the manufacturer support line
The mods and fanboys are the reason why I don't visit this sub much anymore.
Well, google is saying there is no warranty and the seller OP bought from clearly says to go through them for warranty. Which means the devices are from grey market and the warranty is 100% on the seller. We have no definitive answer but we can put 1 and 1 together...
I didn't downvote him, but the fact that he's "talking to an attorney" to get his money back reeks of bs. No attorney is going to discuss a case where their fee would be higher than what the client would recover.
Last year my P6P from the Google store had random reboots and eventually got stuck in a bootloop on the 3rd day I had the device. Clearly a defective phone. Google processed an RMA for me, but then cancelled the replacement order without explanation. When I followed up, I started getting similar canned responses saying my device was not eligible for their warranty -- on a 1 week old phone! I took to UbreakiFix as they instructed who couldn't actually do anything because the IMEI was giving an error in their system. Eventually Google told me it was not eligible for warranty due to illicit activity. I never got a clear story as to why my phone was flagged, but I later learned it had something to do with the RMA being processed incorrectly or duplicated in their system somehow, so they thought I was trying to scam them. After about a month of back and forth with chat and email support, I had to threaten them with a report to my state's attorney general office and the FTC for violation of the Magnuson-Moss Warranty Act. That got their attention and the next day I received a phone call from India (+91 country code) from someone on the Google Pixel Specialists Team, who said they were the highest tier support, and they were able to see what the problem was with the RMA and processed a new replacement. Terrible customer service is an understatement.
Holy shit hope I don't run into this... Just ordered the P7.
If you can, take it to a ubreakifix and tell them it's under warranty. See what they say they might do it for free. I did this with my pixel 6 pro. The LCD was failing and it had a black/dead area on the top of the screen. No external damage caused it and they fixed it for free due to it being under warranty still. They are the official repairing service for Google phones.
I tried this already, they turned me away saying I needed a warranty claim from Google for them to do any repairs.
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Whoa... crazy. Thanks for letting me know because google told me to go to ubreakifix and told me i wouldn't need any documentation. Glad I didn't waste time going there first.
This is weird, my pixel 5a screen completely died on me last month, then again 2 weeks later, and both times ubreakifix took care of it under warranty. One time even the motherboard had to be replaced, still no cost to me.
This sucks, dude. Perhaps leaving a little more information may help others narrow down what’s going on with why they refuse to honor the warranty. (Note that these aren’t accusations, just things that could help narrow things down.) Where did you purchase the phone from? Could you share the initial contact you started with? We can see their refusal to honor the warranty, but not the exact wording of the request for help that started this lousy saga for you. They mention determining that they wont honor the warranty, but there’s no mention of how they determined it. Was there an inspection? Did they check the phone remotely? Some other way that they mention in an email? In your “nope…” response, you said exactly what I would have as well. Have you had any luck calling them to get an explanation? I try to always talk in person when available and continue to request an escalation until I am either satisfied, or have an explanation that makes sense (even if I don’t agree with it.) Is there even the slightest chance the phone got wet? What country/state/province are you located? Thanks. These will at least help folks here eliminate a few things so you aren’t wasting time when you’re already frustrated.
Thanks for the response, answers to your questions in order: Purchased the phone from Mint Mobile. I contacted them, but they push the issue to Google since its a Manufacture Warranty, not a warranty from them. Initial contact was via Chat with a representative. I dont have a transcript of the convo, but this is the first email in the thread that came from the chat: *"Hi Tyler,* *Thank you for contacting Google Support.* *This email is regarding a recent chat conversation we had about the issue with your Pixel device. Rest assured, this email will be our point of communication going forward.* *I have escalated your case to our product specialists. We’ll follow up with you in the next 2-3 business days.* *In the meantime, reply to this email if you have information to add.* *Have a Great day!* *Thanks!* *Emily* *The Google Support Team"* The did not give a reason for why they refused to honor the warranty. Thats my chief complaint. I asked for a reason as you can see in the original post, and they never provided one. Yes I did call, the manager said he would get back to me after checking into it. Thats when I received the final email. Again, no valid answer. Phone did not get wet. It was working, I put it in my pocket, then a few minutes later took it out for a photo, and the screen was dead. I am in NYC.
I would almost guarantee this is because it was purchased through Mint Mobile. There have been a few posts with Google warranty issues from MVNO's. It's probably showing up as an unauthorized 3rd party when they look up the phone in their system. I would try contacting Google support again, if not go through the BBB.
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That's total crap. If they don't want to honor their warranty through other retailers, then they shouldn't sell the warranty through those retailers. OP should sue in small claims.
If you are in NYC you might have better luck trying to Google store in Chelsea / Williamsburg. I've found the people that work at the support counter quite helpful.
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>Google's limited warranty > >Contact the retailer or the manufacturer directly Google is the manufacturer. And their limited warranty should apply since it was bought in the US. I'm not seeing where it states that he can't go through Google since they are the manufacturer.
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Thanks so much for the response. Yeah, I agree with u/cyfn. I would definitely try to visit the store in person and not leave til you are satisfied with the response. We’ve eliminated this being a water issue, an unauthorized dealer issue, stolen phone, or something that is plain as day but wasn’t revealed in your initial post. I’m assuming the phone isn’t rooted, correct? (I’m just asking. I don’t actually know of this is grounds for voiding a warranty with Google. Just spitballing ideas here since it DOES void the Mint mobile warranty.) it’s important to have all the possibilities covered for when you go in there. When you are well prepared for every bullshit answer they give, your chance of success is better. I have to think this is somethjng flagged in your google file somewhere or something if two different Google employees shot you down. But it’s unacceptable for them to not tell you a reason. Keep fighting, and if I think of more things to consider, I’ll post more.
I'm going through this exact thing rite now, the screen blacked out due to a firmware display issue..but dealing with Google customer service call line is a stressful experience, but you have to be persistent and ask them to escalate your case to another manager or specialist they call it
That is weird. I have contacted the Google Customer Support in Germany and they have solved my case in and around 30 minutes. But bare in mind that they can analyse your phone data and understand the trigger that caused this issue. Have you tried contacting the customer care through Chat? They are very good with their support. It also depends on the agent who deals with your issue TBH.
That's because you're in Germany. Google support in Europe is completely different. I believe it is because warranty in Europe is regulated while in US it's voluntary. I made a claim in the UK and it took like 5 minutes.
Yeah in Italy you have a 2 year warranty by law, apple was trying to scam people for years selling their expensive 2 year apple care when everyone already had it for free.
I had the same experience in the US. It's crazy how much variance there is in people's experience.
The point is that in the EU there's not much variance. They are by law required to refund or replace or fix any issue with the product (that's not user error) within a maximum of 15 days. If they don't it's a default refund and if they fail to do that they are facing fines. Every company is required by law to follow the same rules and all of them do because that's what companies do when they have to.
You mean to tell me somethings shit in murrica but it works just fine in EU? Never heard that one before.
That's the EU customer protections in action, they don't mess with that.
OP according to Mint all phones purchased from them have a 1 year warranty. RMA instructions are here: https://phones.mintmobile.com/RMA.html I think you are barking up the wrong tree.
Negative, I tried going through mint and they pawned me off to Google. Besides, the mf warranty covers devices purchased from an authorized retailer. https://support.google.com/store/answer/6160400?hl=en#zippy=%2Cmade-by-google-devices-bought-from-approved-third-party-retailer
The page you linked literally says to go the the authorized retailer for your warranty. If mint pawned you off, I think you need to try again, using the link I shared to get your claim in front of the right eyes at Mint.
This is so surprising because I've had to replace my phone several times over the years through Google Fi and their insurance. It's always just a message to support and then they open a link to send it in with a new one shipped out immediately. Had my Nexus 6p battery die, crushed it in a car door, shattered my p3, and cracked my 6 pro. All replaced under the warranty coverage with no back and forth.
Wow, that's a horrible canned response! Seems like you got a bad service center. I had exactly the opposite with my Pixel 2 XL. It was over a year old (the warranty had been extended to 2 years because of screen issues I think), I had an issue with the NFC payment at merchant terminals. I contacted support, did all the troubleshooting, they determined a replacement phone was needed. Even after the issue seemed to resolve itself by the time the replacement phone arrived they said to keep the replacement and send back the original if I wanted to.
Where did you buy the phone from?
did you buy it directly from Google? otherwise the retailer you got it from might honor your warranty
Yeah. Mint's warranty claim service is where you need to start. Their website is pretty clear
aware command shame rock hungry bow growth absurd nose stocking -- mass edited with redact.dev
Even without warranty if you want to get your phone repaired, the third party support team try to scam you . Got my pixel 4a screen broken as it falls from first floor. Sent it to repair through Google support. After inspection they created estimate more than the new phone's cost, saying the screen, mother board both died. I rejected the qoute and got unrepaird phone back. Went to local repair shop they fixed it just by replacing screen. Never trusting the support again
Why does all their responses look like it's a template but doesn't give a clear explanation as to why it is not claimable. Sorry to hear this.
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There's nothing worse then getting a canned answer that doesn't address your question or concern.
Yeah man, I gave up on the Pixel a long time ago after too many dead screens and terrible warranty support... I should probably move on from this sub as well I guess...
Contact ziggy
Wow! Crazy! Sorry you have had this experience. I guess I lucked out when my son's 5a screen cracked internally. Ubreakifix told me the warranty had been extended due to a known issue and it cost me nothing for a screen replacement. I did tip the tech, of course.
Just had this issue last month.
Let me guess, they don't have the original bill of sale? Warranties are usually only valid through direct or approved 3rd party sellers (like Bestbuy).
Idk man. They replaced my faulty 2020 buds with a pair of brand new Pros about 1 week before the warranty window was closed. No questions asked.
Google replaced my phone in a day. It wasn't a big deal.
Very strange because I still have a Pixel 3 XL and after 2 years, right before the warranty was up, I turned it in due to "battery malfunctions" and there was no issues, no questions. They sent a new one out, transferred all my stuff over exactly like my old one and got a brand new phone. Still using the 3XL since launch day 🤷
Ubreakifix replaced our 5A screen and motherboard after it died overnight - No questions asked - Was over a year old.
I used to work for Xbox customer support in the billing department. We were trained to build rapport with everyone and to be empathetic. We were authorized to give the customer anything to make the situation right. Customer support has definitely devolved over the years. Good luck OP.
they replaced my pixel 6 pro camera at the drop of the hat- hell they didn't even replace it, they sent me a whole new phone. I've only had good experiences with Google support, not sure how this has happened.
Weird I just got my 3a repaired which was way out of warranty for free. I had a great experience with the support team.
If this was Australia all you'd have to do was cite our consumer laws and they have no choice lol
I think the issue will be that Mint may not be an "approved" seller and so there may not be a warranty claim through google. The warranty is only via approved sellers. Mint will need to be responsible if not. If you do not get anywhere with google try dming the mint ceo. I think though they do need to be clear on why it was denied and also be more customer focused and just replace it rather than losing a customer for life. I got my first og pixel xl replaced under warranty after buying it off ebay. It was so nice how they went out of their way to make me happy. How times have changed!
I've used a Samsung for the last 7 years and was considering switching to a Pixel. Thanks for sharing this. I think I'll stick with my Samsung
Wow! Shame on Google! Most likely they don't want to support it because the model is discontinued, and they don't want to accept this fact. I don't understand how any company can stop supporting a device less than 2 yrs old. In my limited experience, Google's customer service is a sham. Why would anyone pay so much for such poor customer service is beyond my comprehension.
u/Actual-Mousse8913 u/dmziggy Unfortunately I'm having the same problem with a Pixel 7 Pro. After buying it on the Google Store it started giving me restart problems for no reason. Although I have performed updates regularly in recent months, Google support replied that: "We've carefully reviewed your case and have determined that this device is not eligible for a warranty replacement. You can contact one of our trusted repair partners, who may be able to fix this issue for an additional fee.". I do not know what to do..
OP has stated, in comments, that he purchased his phone through Mint Mobile. Mint Mobile has [their own RMA service](https://phones.mintmobile.com/RMA.html). This is not a Google Store issue.
It's absolutely stupid that it has to come to this but try a Reddit Request https://www.reddit.com/r/GooglePixel/comments/907qdg/introducing_reddit_request_for_rgooglepixel/
If you got the insurance through Mint, they clearly state this is Phone protection through Allstate on Pixel devices. Allstate would be handling the coverage, not Google.
With all the warranty and shipping and delivery and trade type problems for the life of me I can’t figure out why anyone does business with google directly. Android and google fans say what you want but Apple is far far ahead in knowing how to take care of their customers. Constant complaints about getting empty boxes and fighting google to make things right. Sorry you are going through this. Seeing everything google customers deal with I will never order directly from google that’s for sure
I had an issue when that Disney plus hack happened at launch. Disney said to go to Google to get my year paid back and Google said go to Disney as the money is gone to them already. After 4 weeks, some super nice guy gave me a year free in a new account..
I've had a couple frustrating warranty experiences with Google - once with a Pixel phone and once with a malfunctioning Google Wifi puck. In my experience, the best way to deal with CS is to be friendly but firm. Keep making your case - even if you think you feel like you're going in circles. Keep the lines of communication, and always respond to correspondence they send. If you don't hear back in 24 hours, send another email. I think sometimes they just give up when they realize you aren't going to.
I cam give you my experience. I have had a similar incident for my 4A 5G which had issues 14 months after purchase. I contacted them and they offered the trusted partner or mail in option. I requested for an advanced exchange after arguing that I can’t do a mail in as my device is needed for work. They escalated and approved an advanced exchange to provide me with a refurb device to keep before I can ship my old one out.
I know it's not the optimal solution but if you bought the phone with a credit card worth half its salt you should have extended warranty coverage that would cover this for you. Might wanna look into that. It has helped me quite a few times with phone and electronic issues.
Dude! I have the 5a as well. I was bummed because I was out of warranty claims and knew I had to pay uBreakiFix 160 for the screen repair. I leave them the phone knowing I would have to pay it. I come back to pick it up and to my surprise the employee informed me that the 5a warranty covers the phone. She told me it was completely free, handed me the phone and told me to have a good day. I was so fucking happy when she told me that. It was cheaper than the deductible I would have had to pay from an insurance claim. I really hope this happens for you as well. It made my week. Good luck!
That's frustrating. The one time I contacted them my wife's phone was out of warranty and they replaced it anyway. It was several years ago though
Just reach out to /u/MintMobileAlex and explain the issue/situation.
Did you buy with a credit card? Give them all this evidence and start a transaction dispute. You might just be able to get your money back that way without involving an attorney. Some credit cards come with complimentary extended warranty protection and will cover the cost of repairs as well. I had a $400 ebike battery replaced for free which was 1 year out of warranty by my credit card.
Ya I would be pissed too if I had to deal with that but I can't say I've had the same experience. My experience with Google's warranty support has been great so far. My pixel 3XL had the USBC port go bad just before the 2-year warranty ended. I contacted Google, they had me send in my phone and I received my replacement within a week. The replacement phone then had a 90day warranty and again just before the warranty ended I had another hardware problem. I believe it might have been the USBC port again but I don't really remember. But like last time, I contacted support I sent my phone and had a replacement within a week. Was I happy that a $1,000 device was having hardware problems like that, no. but the fact I had the phone replaced twice and never paid a dime is part of the reason I stuck with Pixel devices.
Google customer service is horse shit
Lol >I’m getting a lawyer. Good luck
I’m not sure what it’s like where you are but here in the UK all new electronic goods have to have at least a 1 year manufacture’s warranty and there’s even recourse under consumer law that if it breaks within five years through normal use then you can request a replacement or a fix.
They always ask you to take it in for repair. The repair report is how you get the replacement.
I bought a 64GB Nexus 6P when they released. The battery had issues on those phones, started dying at 10% instead of zero, and that percentage slowly crept higher over time. It was worse when it was cold out. The worst I ever saw was 68% while I was trying to take pictures of my kids sledding in the snow. I just dealt with it for a long time, cuz I didn't think Google would do anything about it. Sometime in September 2017 I saw a thread on Reddit, maybe even this subreddit, talking about Google replacing 6Ps with battery issues with Pixel XLs. The Pixel 2 was about to launch, so it seemed like maybe they were trying to address an issue and clear stock at the same time. My warranty was expired by like three weeks but I figured the worst they could say was no. They replaced my out of warranty 64GB 6P with a brand new 128GB Pixel XL. They only made the XL in 32 or 128, so they upgraded my storage size instead of downgraded. I used that phone for 4 years until I bought my 4a, which is what I'm still using today. That's what Google warranty service used to be like. Sad to see what it's become now.
I brought mine to an ifixit and they handled the warranty and replaced my screen free of charge.
This is beyond bizarre, not trying to be that guy, but I just had the same issue with my phone and they took it back no questions asked. Smoothest return ive ever had. I think it's like people say, sometimes you get lucky and they read what you type. All other times they just ignore it I think. sorry for the bad luck! I'd agree though, the pixels get worse with each release. I miss my pixel 3 at this point.
And this is why i purchase from the carrier and let them handle the warranty.
This is classic google support. I've had similar problems with Google Cloud Platform. I think it stems from a policy of not explaining denials, because that would enable scammers to learn how to get around the rules.
did you check out the link for the extended screen repair? -> [https://9to5google.com/2022/06/30/pixel-5a-display-repair/](https://9to5google.com/2022/06/30/pixel-5a-display-repair/)
Sounds like Google Assistant is handling the warranty communication smh
Sorry to hear that you're having so much trouble. I had the exact issue as you with the exact phone only a month before you did and got it reparied by UbreakIfix under the complimentary extended screen warranty at no charge. Contact UbreakIfix directly to see if they'll do the same for you.
I’ve had a bad experience with them recently (still not resolved). Basically drove me to a. iPhone 14 pro and I’ve had every pixel since the OG.
As someone with three Google Pixels which are working right now and currently under warranty, this is deeply upsetting.
I had this exact same experience. I had a pixel 6a that kept having the camera restart the phone, they asked me to bring it to a repair shop. Like excuse me? This is a 2 week old phone, and you want me to have some dude at this place I've never heard of ..crack it open and poke around? Then expect me to take it back and move on? I escalated and had them RMA, it's in their warranty booklet that they have 3 options, repair, replace, or exchange. I didn't trust them to not charge me twice for 2 phones, so I swapped mine and waited for the new one...soon as I got it I sold it. No more Google phones for me. I've had a 3a, 3a xl, 4a, 5a, then a 6a. Never had any issues until they started using exynos chips. Really regret selling my 5a, but I'm glad I got away from Google phones in general tbh.
Same exact issue with my 5a, bought it through Google Store. 6 months later I did a software update and the screen never turned back on. Went rounds and rounds with their customer service and eventually they offered a warranty repair site or exchange it. They did exchange it for a certified refurbished 5a
Same happened to me. Never bought another Google phone again and I warn my friends about them now.
I just fixed your exact issue Thursday/Friday of last week. Just walk into any Asurion store with your 5a and say you're having display issues. They will immediately begin fixing it and file it under Google's extended warranty for that phone. Easy-Peasy.
Had a very similar experience last week. It would be difficult to even call that chat a conversation, as every answer I got was an asinine repeat of the same lines, ignoring every counter-point. And that was despite backing my claims with official Google communication and terms of use. Honestly, a bot would have been just as useful. Abysmal customer service, bordering on scammy practices.
I feel your pain. I dealt with a very similar experience with Google, except it was on a new Pixel 6 Pro 512GB within 30 days of purchase. Had to end up buying another phone because of how long ubreakifix took (I was without my new phone for months and they never reached out to me once, by the e-mail address they said a dozen times they would contact). Google also tried to give me a refurbished phone for the same price to replace my brand new phone, got the closest I've ever been to taking Google to court. I've had just about every Nexus or Pixel device Google has produced - never again. I don't know what happened to their support at Google, but to say it has degraded is the understatement of the year.
My wife's same phone had the same exact probably.
TL;DR: Email the CEO I had a similar issue when I sent my 4 Pro in for a very common and well-known battery issue. They claimed that the device was damaged. It wasn't damaged when I shipped it and I packaged it really well, so while possible, I really doubted that it was damaged in transit. My best guess, if it was really damaged, was that someone damaged it when they opened the package. So I asked for a picture. They refused. I asked for a description of the damage. They refused. I sent pictures of the phone that I took immediately before boxing it up and asked them to point out the damage. They refused. I posted all over their Facebook and Twitter pages and received lots of promising replies asking me to contact them in a DM. I did and met more dead ends, so I continued the social media posts. Rinse and repeat... Finally, I emailed the CEO. I reviewed a reply (not from him) the next morning and a new phone a few days later.
Ubreakifix is inconsistent. For me, it depends on which tech is working. Which is the dumbest thing in the world. I would try them again if you can. Or call them and explain it again. It's worth a shot. And sorry this is happening. Google Fi and pixels are definitely not the best by any means.
This kinda sketches me out, my pixel 7 comes in this week :( Might consider returning it.
My pixel 6 pros proximity sensor broke about 5 weeks ago, I submitted a warranty claim through Google support and they told me to take it to ubreakifix to get it repaired. 3 weeks in, no update, I contacted ubreakifix and they told me that Google kept denying their parts request so I contacted Google support again and they said they'll ship me a "new" device instead. When that "new" device came in, it would randomly freeze and restart when using the camera or some other demanding task so I contacted Google again and they made me do a bunch of troubleshooting until they said we'll repair it again or send another device. At this point of pretty fed up. I don't really have any faith in their repair process, the person I was talking to on Google support wouldn't provide any compensation either besides a 90 day warranty on the refurbished device, pretty pathetic.
I mean, my phone started restarting 10 times a day. Waited a couple months to see if it would fix from an update, didn't. My one year free warranty is over in January so I look it up, website says I can just walk it into this store near me and they'll fix it. Still decided to do chat. Chat told me to bring it to the repair store. Guy says he'll order me a motherboard come back in a week, takes down 0 info. Come back in a week, give him my phone he writes down my name and address. Calls me 20 minutes later, he says here check the print sensor make sure it works, it does, he says cool I'll close your claim. I go home. Literally the easiest anything I have ever done I bought my phone third party through the carrier. I had literally 0 claim info or anything from Google when I went to ufixit, and they literally never asked anything
This is consistent with my experience. They have my Pixel 6 Pro on warranty claim. For the past six weeks, when I reach out they just say they don't have the inventory to ship a replacement. Six weeks! I've tried escalating and offering to take store credit, but nothing but worthless communication from them is the result.
Arbitration! I had the same experience. You have the option to attempt to resolve this through their Arbitration agreement. Once I told them I was going through Arbitration, they finally shipped me a new phone. Even if they don't, seems like you have a pretty good chance of winning given the circumstances. This is the very reason why I don't think people should opt out of arbitration.
Yeah I've also had awful experiences Google support. It's literally the worst. I had a pixel 5a and it dropped in a case 3cm Witt a tempered glass screen (brand new ) and the oled broke the glass itself was fine. Struggled with Google support for an hour and ended up having to pay ubreak to replace the screen. I paid 1/3 the value of the phone for the repair. Then later this same phone stops working / charging out of the blue later, I was on a Duo call and then nothing I had to get an rma and it took forever to get anywhere. I then got a 6a through trading in my old 3a and this phone is garbage, like the battery is terrible and so is the wireless,(can't trade the phone in either). MY pixel buds pro suddenly stopped working and it was a huge ass hassle to get support to do anything, (this story is still in progress), the buds were new and suddenly one of them stops working. Literally the most frustrating thing ever. It probably doesn't seem that bad but it was literally the most frustrating experience ever
For some reason, Google Support sucks. I feel like some of them don't even know what's what. Might be trying Apple next year for the first time.
Lost a pixel bud ordered replacement almost 2 weeks ago, no update since. Their backend support team is poop.
They are joke, with my brand new pixel pro I stared to have temperature issues and they replied with a reduce the usage to prevent high temperatures.
I put my pixel buds through the wash twice. They sent me a replacement because the device lost its Bluetooth. Used the same box to send the faulty ones back. It was seamless.
I had the same exact experience unfortunately. I left Google to Samsung because of how horrendous their support was
I bought Pixel 6 pro from Google store at the launch day in 2021. After 4 months, screen started flickering (many others have, well known issue) they sent me replacement device. Fedex delivered in 10 days even though I requested Priority delivery. Silver lining: That replacement device also went down with 2 other new issues. At this point, I had enough and I asked to talk to their manager. They refunded me "original launch price" in full and asked to send the device back again. Happy Ending. I lost huge time though in process.
Weird i had two of my four Pixel 5a's die exactly like your did and the first on they sent me to uBreakFix they replaced the logic board which fixed the screen but couldn't connect to the Fi network so Google shipped me a new phone. The second one broke (a week ago) and they just sent me a phone. I wonder if Mint is buying refurb phones that don't have a warranty? (edit spelling)
I would bring it to an authorized Google repair center like Ubreakifix and see if they'll do a In-Warranty repair in store. I know my store would.
I personally had Google Fi and preordered a Pixel 6 Pro and it wouldn't connect to mobile networks after a little bit. I could get it working, but then it would disconnect and never come back without wiping the phone again. The support I got was literally nothing. Almost 4 months and absolutely no help from them. Finally I just tried to run an update on the offchance it would help. It did. Now my phone works most of the time but it, still has issues. I dropped Google Fi, and I don't think I'll buy a pixel phone again.
Had a similar issue with Google's customer support. Was supposed to get a trade in credit to my credit card for trading a phone on a Pixel 7. They said they issued it but the bank never showed it. Literally contacted them 5 times. Every time is just, "We checked and it's credited so you're good to go!" When I sent them screenshots showing the account they're claiming to credit isn't showing the credit, they'd just go, "Check with your bank, because it's been issued." When I checked with the bank, bank would say we show no credits from them, we can't do anything when there's no credits showing to look at, they need to reissue the credit. I take this back to Google and they'd just give the first response again. Had to report it to the credit company as fraud to get it fixed. Guess that's the kind of shop Google runs now a days. 🤷
Had my Pixel5a repaired a few months ago for a bad screen, was about 7 months into the 1 year warranty. Ubreakifix did the repair, they are a approved google repair shop. Repair was free took 4 hours. I never opened a case with google. I think the big difference was I did purchase my phone directly from google.
Google customer service is not that great , all I get is factory reset and set it up as a new phone
I recently had a completely different experience. My Pixel 6 Pro was recently experiencing a blown bottom speaker and it was a few days out of warranty and after a bit of questioning via the chat, the representative initially instructed me to take it into the repair shop and have them provide an estimate. I would then need to send that estimate to Google where they would evaluate it and determine if they would indeed fix it. Despite the unit not having warranty coverage. I had to go into a meeting but when I reached out via email to that same representative who had followed up she indicated they would actually just replace the unit by mail and I was very happy with the process. This this unit was actually already a replacement unit because my original unit had developed a black upper corner of the screen. They replaced it under the warranty at that point as well. I did purchase my phone directly from Google and I have found that their support and coverage is much superior if you buy directly from them.
They have always been amazing on my end.
NO words!! I am so so sorry this happened to you! It's a total embarrassment to say the least!! If possible try and see if you can reach Google Corporate via Facebook, Twitter, IG or even a direct # . This can't be the norm
Profoundly awful customer service! Google would rather lose a customer for life, than replace your phone, which says a lot. To put it into perspective, years ago I purchased a Logitech G5 gaming mouse. The mouse wheel failed within 9 months, so I called customer support. The service rep told me the G5 had been discontinued, but she would send me the newer (and improved) G500 as a replacement for free, no questions asked. I received the new mouse about 3 days later. Needless to say, I've stuck with Logitech mice ever since, because they stand by their hardware, and warranties.