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So I got my N4 but didn't like it much, decided to go with something else, probably a Note II.
Planning to sell it through craigslist later today instead of returning to get my money back faster to put towards another phone. Not trying to make a profit, selling it for what I paid for it minus a little bit.
MY QUESTION:
How would the person buying from me be handled if they called in and claimed they need to exchange for a defect?
I know Google are shipping a replacement and charging the CC in the Google Wallet for the replacement, until defective one is returned. So how do they verify that this person is actually me and not some stranger.
I probably already made a mistake by using my gmail (associated with my Wallet) for craigslist communication . So essentially the guy I am selling to has my full name (it appears on my emails ) my gmail address associated with my account and the serial # on the phone.
What's stopping them from asking for a replacement and the charge going to my CC?
I am a bit worried because when I called Google when I thought UPS had lost my package after not receiving the phone a week after it shipped. They really did no identity verification. All they asked for was my email address.
Thank you for any help
qwest123 said:
So I got my N4 but didn't like it much, decided to go with something else, probably a Note II.
Planning to sell it through craigslist later today instead of returning to get my money back faster to put towards another phone. Not trying to make a profit, selling it for what I paid for it minus a little bit.
MY QUESTION:
How would the person buying from me be handled if they called in and claimed they need to exchange for a defect?
I know Google are shipping a replacement and charging the CC in the Google Wallet for the replacement, until defective one is returned. So how do they verify that this person is actually me and not some stranger.
I probably already made a mistake by using my gmail (associated with my Wallet) for craigslist communication . So essentially the guy I am selling to has my full name (it appears on my emails ) my gmail address associated with my account and the serial # on the phone.
What's stopping them from asking for a replacement and the charge going to my CC?
I am a bit worried because when I called Google when I thought UPS had lost my package after not receiving the phone a week after it shipped. They really did no identity verification. All they asked for was my email address.
Thank you for any help
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Well considering if it were charged, it would be through your CC, which I would think has some sort of buyer protection. You can always file a dispute (although it may take some time for it to process) and not be liable.
Also.. I believe the phones can only be shipped to an address listed in google wallet. As long as they don't have your account password, they will not be able to access your googlewallet to change shipping address. Also, I've heard cases where google has been able to transfer the device to another gmail account and complete all RMA transactions through the Craigslist buyer's account.
I guess there will always be an email notification if anything is charged to my Wallet.
If any suspicious activity is reported I can call and report it as soon as I get the email.
I just got all up and worried, after I got a bunch of interested buyers, but several of them after a few back and forth on email, gave me some sob story about how they need me to ship it somewhere and they will pay extra and asked for my paypal ... not sure how that scam works but I'm sure it's a scam.
guh ... you cannot be careful enough these days
qwest123 said:
I guess there will always be an email notification if anything is charged to my Wallet.
If any suspicious activity is reported I can call and report it as soon as I get the email.
I just got all up and worried, after I got a bunch of interested buyers, but several of them after a few back and forth on email, gave me some sob story about how they need me to ship it somewhere and they will pay extra and asked for my paypal ... not sure how that scam works but I'm sure it's a scam.
guh ... you cannot be careful enough these days
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Yeah those are definitely scams. Perhaps something with paying you and having you ship it, and then they can retract the payment. Some of those stories are ridiculous and they're offering to pay way more than what you asked for .
About the google wallet thing.. when I made my order, I tried to call and request a change in shipping address. They said, "Due to security issues, we're not able to alter the order after it has been made. If you want to ship to a different address, you will have to request for your order to be canceled and then make a new order with a verified address in google wallet."
Hope that helps!
I just went through the return process. What happens is: the google tech support guy sends you an email with a link to a cart on google wallet so that you can buy it again. So the craigslist guy would have to have access to your gmail... They can probably send that link to his email and he would have to use his own google wallet to pay for it.
CoCoGirl886 said:
Yeah those are definitely scams. Perhaps something with paying you and having you ship it, and then they can retract the payment. Some of those stories are ridiculous and they're offering to pay way more than what you asked for .
About the google wallet thing.. when I made my order, I tried to call and request a change in shipping address. They said, "Due to security issues, we're not able to alter the order after it has been made. If you want to ship to a different address, you will have to request for your order to be canceled and then make a new order with a verified address in google wallet."
Hope that helps!
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Oh that's excellent to hear ... I guess I'm giving Google too little credit after the mess of handling orders and customer support through all of it
Ya, I'm not sure how any of the scams I hear about exactly work ... that's why I was worried and thought about asking before I make any major screw up.
At least I know about the meet locally in public. I'm having the guy meet me at my local bank.
thegreyspot said:
I just went through the return process. What happens is: the google tech support guy sends you an email with a link to a cart on google wallet so that you can buy it again. So the craigslist guy would have to have access to your gmail... They can probably send that link to his email and he would have to use his own google wallet to pay for it.
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Thanks for sharing your experience ... I think I'll be OK :fingers-crossed:
So I received my phone on December 10th and already I had like the lamest issue in the world with it this past Sunday. I woke up and it just wouldn't turn on. When I plugged it to the charger, there was just a red light. I did everything that I knew. Nothing worked. Searched forums and no one had a real fix. So I contacted google and they're sending me a replacement. Fine.
The isn't supposed to cost me a dime (per what was told me by the representative), yet I'm missing $350.00 out of my bank account while they "hold" the money. Fine and dandy, but I didn't prepare to have a surplus of money for them to hold. I have some real big boy bills coming up that I need to take care of with my next paycheck on Friday. They've had my money since Sunday and I'm like broke right now... Brought in NYE without being able to do much because google has (is holding) my money.
Car? Repo'd. Credit cards? Suspended. House? Evicted.
But I'll have a shiny new Nexus 4 to show off at the shelter in six months when they decide to ship it.
Seriously, does anyone know how long they'll have a vice grip on my cash?
They'll hold the full amount of the replacement phone until the defective phone is returned to them and likely a day or two for processing after that until the funds are released on your CC.
morejaylesswar said:
So I received my phone on December 10th and already I had like the lamest issue in the world with it this past Sunday. I woke up and it just wouldn't turn on. When I plugged it to the charger, there was just a red light. I did everything that I knew. Nothing worked. Searched forums and no one had a real fix. So I contacted google and they're sending me a replacement. Fine.
The isn't supposed to cost me a dime (per what was told me by the representative), yet I'm missing $350.00 out of my bank account while they "hold" the money. Fine and dandy, but I didn't prepare to have a surplus of money for them to hold. I have some real big boy bills coming up that I need to take care of with my next paycheck on Friday. They've had my money since Sunday and I'm like broke right now... Brought in NYE without being able to do much because google has (is holding) my money.
Car? Repo'd. Credit cards? Suspended. House? Evicted.
But I'll have a shiny new Nexus 4 to show off at the shelter in six months when they decide to ship it.
Seriously, does anyone know how long they'll have a vice grip on my cash?
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That sux, didnt realize google holds the money for an RMA, most times I've ever RMAed a device they ship the new unit, then if the old one isnt received in 30 days they would charge you the full amount for the new one.
This is a common misconception. Google didn't take your money. What they did was to submit an authorization for the charge, to ensure that you could pay for the replacement if you didn't return the original. Your bank/credit card company, when they receive an authorization, puts a hold on that amount so that when the actual charge comes through, they can pay it without causing you to go over your credit limit.
In this case, Google will never submit the actual charge, assuming you do return the original unit within the allotted time, and eventually your bank/credit card company will release the hold and your available credit will go back up. How long they keep the hold in place is determined by the bank/credit card company, not by Google. You should call your bank/credit card company and explain the situation; if you're a good customer, they'll probably either release the hold or give you a temporary bump in your credit limit to cover that amount.
Just did an RMA a week ago using my Bank of America checking account, they held the 350 for exactly 3 business days, then the funds became available again. You then have 21 days from the day you receive your replacement device for the device to back in LGs possession, hope that helps!
djkinetic said:
That sux, didnt realize google holds the money for an RMA, most times I've ever RMAed a device they ship the new unit, then if the old one isnt received in 30 days they would charge you the full amount for the new one.
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That its so insecure for google, you can report your credit card as stolen, new number and done, google cant take your money out.
---------- Post added at 04:39 PM ---------- Previous post was at 04:35 PM ----------
chicotunner07 said:
Just did an RMA a week ago using my Bank of America checking account, they held the 350 for exactly 3 business days, then the funds became available again. You then have 21 days from the day you receive your replacement device for the device to back in LGs possession, hope that helps!
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Sorry but im a little noob in RMA terms, when you RMA, The replacement phone its just for use it while LG its reparing the Original??
Sh*t
Count yourself lucky if they actually have replacement phones available. I ordered a replacement phone around November 29th and didn't get it until DECEMBER 21st. They held that $350 'hold' on my account until well after Christmas because they had no way of holding off on the charge until my warranty replacement shipped. It was kinda sh1tty.
Ironically I did the warrant replacement because the headphone jack on my original N4 was extremely quiet - as was the replacement unit's. I guess Google wants their premier device for accessing music and movies on Play to have about half the volume of a Galaxy Nexus.
What if the cc expires while they are holding the money back?
Lownita said:
What if the cc expires while they are holding the money back?
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The bank will honor any holds placed before it expired. Same thing if you cancel the card all holds placed before you canceled will be honored.
kzoodroid said:
The bank will honor any holds placed before it expired. Same thing if you cancel the card all holds placed before you canceled will be honored.
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False, you can't just call your bank and say "hi, i want to cancel my cc "
I work in one bank. so....
For those of you that went through the rma process, when you ship out your defective device did you get a tracking number and is the package insured? im just worried that if the package gets lost of stolen during its trip back to google, then you end up paying for both phones?
D3m0x said:
False, you can't just call your bank and say "hi, i want to cancel my cc "
I work in one bank. so....
Click to expand...
Click to collapse
Well my cc expired on 12/12 and at that point Google would have still been holding money back for RMA, but the device is on its way back, so what should I do?
Thanks!
Lownita said:
Well my cc expired on 12/12 and at that point Google would have still been holding money back for RMA, but the device is on its way back, so what should I do?
Thanks!
Click to expand...
Click to collapse
Well, at the bank where I work (In credit card department by the way lol) When your cc will expire, we create another 1 month before the expiration day, and, when expiration day comes, the system transfer all your charges to the new one and close the old cc, with the hold ammounts, when the comerce charges the old cc the bank refuse the charge but, inclute it manually to the new one.
D3m0x said:
False, you can't just call your bank and say "hi, i want to cancel my cc "
I work in one bank. so....
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thats what I said so i don't know why you quoted me
Update:
So, I sent back my Nexus 4 via UPS with their packing and they released the money... I was a bit late on my bills, but I did call my creditors and let them know the situation, so I was fine on that end.
I was told by the rep on the phone that I would hear something back from google within 5 days regarding my device. They would at least let me know the status and how long it'd take to get a new device. Fine. I waited a little over a week before I decided to give them a call back today because I hadn't heard anything. I am right now without a phone and I'm paying for T-Mobile's service. Not Magenta's fault and they still expect their full payment money on time, even if I only used the service for a week.
Anyway, after I called Google today, I was told that they'd figure out how long it's going to take so that I can plan around not having a phone. The rep was really courteous, so I have nothing bad to say about her. Low-and-behold, within 5 minutes of getting off of the phone with her, I get push notification on my iPad telling me that Google has charged me another $349.00! Now... Why this time? I dont have my warranty device or my original device! Why am I being charged now?
I called Google again and they don't have an answer for me... So, again, I am without my money because I didn't plan on having a surplus in my account to deal with Google.
This is like the biggest headache I've ever had to go through with getting a phone.
The sad thing is that I actually REALLY like the phone... and that's coming from an all-device-apple-user.
I just want my money back into my account and my Nexus 4. Is that too much to ask? Okay, I can wait for the Nexus 4, but can I have my money?
chicotunner07 said:
Just did an RMA a week ago using my Bank of America checking account, they held the 350 for exactly 3 business days, then the funds became available again. You then have 21 days from the day you receive your replacement device for the device to back in LGs possession, hope that helps!
Click to expand...
Click to collapse
THAT was my understanding of this whole process. Now I hear from GOOGLE that I was wrong. The rep tells me now that.. "Why would we send you another device without receiving ours back? Then you'd have two devices in your possession and we'd have nothing." Does she not understand that they'll have my money in their possession? Like, the hold can turn into a charge and they can go ahead and charge me for their missing device.
That's how ANY warranty replacement has worked in my entire life:
Step 1: Call for warranty device.
Step 2: Warranty device is ordered and sent.
Step 3: Receive warranty device.
Step 4. Send back old device within allotted timeframe or risk being charged for the warranty device at full price and whatever inconvenience charge they company adds.
Not with Google, I guess... They just charge all willy nilly until you're dead broke without a dollar in your account.
Woke up this morning and Google shipped my device after a a long day of calling about this second hold and how it put me in overdraft. I was sent an email, in which I replied to them detailing my frustrations in a calm and courteous mannor... The next email I got back from them was a shipping email.
While I'm happy, that kind of leads me to believe that they are just being jerks about this phone. They just had one magically ready to ship after what I had gone through yesterday? I wasn't expecting nothing more than a "We're sorry. You should be expecting your shipment within 6 to 8 weeks." I wouldn't've even been mad about that. All I wanted was a timeframe so that I could plan around not having a phone.
This thread has gotten way off topic. I'm sure it'll be closed now. LOL!
THANKS EVERYONE.
D3m0x said:
False, you can't just call your bank and say "hi, i want to cancel my cc "
I work in one bank. so....
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Click to collapse
I also work at a bank. If someone wants to close their card they don't really need to give a good reason(damaged / stolen work well), we will resend a card with a new number or the same depending on why they're closing it. Not sure what you mean by you can't just cancel your card, I close cards quite regularly per customer request.
kristoff125 said:
I also work at a bank. If someone wants to close their card they don't really need to give a good reason(damaged / stolen work well), we will resend a card with a new number or the same depending on why they're closing it. Not sure what you mean by you can't just cancel your card, I close cards quite regularly per customer request.
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Click to collapse
But all hold backs will be transferred to the new card, although I have not yet updated my card number in google wallet, right?
kristoff125 said:
I also work at a bank. If someone wants to close their card they don't really need to give a good reason(damaged / stolen work well), we will resend a card with a new number or the same depending on why they're closing it. Not sure what you mean by you can't just cancel your card, I close cards quite regularly per customer request.
Click to expand...
Click to collapse
Look, when you report your cc broke or stolen, then bank gives you other card with other number, BUT all the credit history moves to the new one, including the hold ammounts..
So if anyone can help me here with a fix that would be great. I opened box turned it on and i get to the 3rd screen of initial setup and phone reboots. it has done this a number of times now and i went through factory reset, flashing latest factory image (mmb29q) and its still happening. I can boot into safe mode and the phone seems fine to get through initial setup. but then it starts rebooting again. google support is sending me a replacement but I have already switched my carrier over
Anyone have this issue got it fixed? just want to use while i wait for my replacement to come in?
Maybe your RAM is faulty and you really need a replacement device. If even flashing of a Factory Image does not help and a full wipe after, you might have a damaged device which only Huawei can repair.
Everybody can have some bad luck and get a faulty device out of the box
Gorgtech said:
Maybe your RAM is faulty and you really need a replacement device. If even flashing of a Factory Image does not help and a full wipe after, you might have a damaged device which only Huawei can repair.
Everybody can have some bad luck and get a faulty device out of the box
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It just makes me sad. Stuck on iPhone for another day
nottoosmart said:
It just makes me sad. Stuck on iPhone for another day
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Yeah that blows.
if the device won't make it through setup, it's a bad unit.
It happens, just nobody wants it to happen to them.
tech_head said:
Yeah that blows.
if the device won't make it through setup, it's a bad unit.
It happens, just nobody wants it to happen to them.
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Click to collapse
I guess RMA is not the worst part of the situation. The fact they put an auth for full amount of device on my card is the worst. So until they get their device and check it in (RMA shipping label is UPS Ground so they wont get it till Monday or Tuesday), bank is holding on to my $714 for them.... talk about great return policy. Most places will say "We just need your card number and in the event we dont get bad device back within X number of days we will charge you for the second device", not "We gonna have the bank hold the money for ransom until we do"
nottoosmart said:
I guess RMA is not the worst part of the situation. The fact they put an auth for full amount of device on my card is the worst. So until they get their device and check it in (RMA shipping label is UPS Ground so they wont get it till Monday or Tuesday), bank is holding on to my $714 for them.... talk about great return policy. Most places will say "We just need your card number and in the event we dont get bad device back within X number of days we will charge you for the second device", not "We gonna have the bank hold the money for ransom until we do"
Click to expand...
Click to collapse
Yeah that **** pissed me off when I had to RMA mine... Multiple times.
The new device came and I had to RMA that one too before my first got delivered to them... I had 2 holds and then a third all at the same time
swapavi said:
Yeah that **** pissed me off when I had to RMA mine... Multiple times.
The new device came and I had to RMA that one too before my first got delivered to them... I had 2 holds and then a third all at the same time
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Click to collapse
That would have me livid. I'm just lucky I had the balance in there for it at that time. B0A is a nightmare with overages...
Pretty standard procedure.
Why would Google put themselves on the hook for 700$+
Thank scumbag criminals out there, not Google.
The fact that they put a hold on the amount is completely normal. And really, what else do you expect them to do? Just put their trust in everyone and hope that nobody takes advantage and steals phones?
They have my card on file.. They could just charge if they don't receive the device instead of placing a hold (my bank takes the hold out of my available balance, meaning I cannot spent my own money)
swapavi said:
They have my card on file.. They could just charge if they don't receive the device instead of placing a hold (my bank takes the hold out of my available balance, meaning I cannot spent my own money)
Click to expand...
Click to collapse
I understand what you're saying, but been through the RMA process more times than you'd probably believe. But I also understand the need for loss prevention.
swapavi said:
They have my card on file.. They could just charge if they don't receive the device instead of placing a hold (my bank takes the hold out of my available balance, meaning I cannot spent my own money)
Click to expand...
Click to collapse
thankfully no one can cancel their card and stiff google.
right?
Soulfly3 said:
thankfully no one can cancel their card and stiff google.
right?
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Click to collapse
Nah, that'd never happen...
/sarcasm
My point exactly.
swapavi said:
They have my card on file.. They could just charge if they don't receive the device instead of placing a hold (my bank takes the hold out of my available balance, meaning I cannot spent my own money)
Click to expand...
Click to collapse
That is what I was saying too. Either way they would get their money or device back.
nottoosmart said:
That is what I was saying too. Either way they would get their money or device back.
Click to expand...
Click to collapse
Unless you cancel your card. I'm not sure why this is difficult to understand.
The "auth" is silly and not really secure. Thankfully my credit union has me protected. Basically Google charged the auth and after I believe three days the charge disappeared since they never requested the funds. I still had the defective unit and couldn't send back until new one came. I used my debit card, not sure how a credit card would have handled it.
Sent from my Nexus 6P using Tapatalk
Hello,
I've owned a pixel device for about 2 months now and had started to experience issues with the battery life, standby battery drain and phone shutting off at about 20 percent each time. So I call up google support and explain these issues to them. They agree to replace the device for me. Having purchased the device from a retailer other than google I did not have the option to advance RMA and had to go with the standard one.
On 15th of Feb, I received a mail with shipping labels and other RMA details. On 22nd Feb I send in the phone which they received on 27th. Google is yet to acknowledge this through any mail but their support team over the phone assured me that the phone was received.
Initially, I was promised that a new or refurb phone will be dispatched immediately after the tracking details were updated. Google never met this expectation and so I call them up regarding the same and I was told that it could take 5-10 days for them to process the RMA. At this moment I requested them if they could do anything to expedite the process but they responded negatively every time and told I have no option but to wait which by the way is still the same answer I get every time I call them.
After 10 days passed I hadn't yet received any mail or updates regarding the new device, so I call them up and question the same to them, to which they replied that they need to escalate the case and that it would take them another 48 hrs to resolve the issue. It has now been 4 days since and google still has no idea where my old or the new phone is and they tell me to have patience and wait for the back end team to reply. I must have now spoken to at least 10 representatives and they all give me the answer that nothing can be done about it and that make me feel as if I shouldn't have gone in for the RMA in the first place. I've even requested them to send me back my old faulty unit but refuse to do even that as they don't have the authority to do that.
After reading online, I wasn't shocked to find that am not the only one who has faced such an issue. But what shocked me was that the person hadn't received a device for 50 days and was going to court to file a complaint. Am scared that I don't become a victim of poor google after sales service and have to go to the extent of going to the court.
Edit : - Ok. So I've just gotten off the phone with another representative and he has informed me that I should wait for at least another 48 hrs. So that makes the total turn-around time of about 20 days. That is if they happen to resolve the issue this time.
About two weeks ago I RMA'd my wife's Google Store Pixel (it had the dead-mic-and-speakers disease), and it was smooth as silk.
Refurb was immediately shipped to me via Fedex 2-day, and as expected they placed an auth against my credit card for the cost of the replacement. I shipped back the defective unit three days after I received the refurb.
I like the part where they say in order to get a replacement phone you need to enter your card info, but you wont be charged....just a hold of some sort. So, you enter your card info, submit the order and then they charge you the entire $700+. So you're out of a ton of money until they decide to give it back. You'd think as soon as they receive the old phone they will release the funds back to your account, but before I even received the new phone,4 days later, they gave me my money back. I didn't even send them the old phone, so WTF was the big idea in holding my money if they were just going to give it back before even receiving the old phone? I read about another guy who experienced the same thing and he had to call his creditors and whoever else automatically deducts from his account, because he didn't have the funds to cover his bills. I'm sure theres a lot of people out there who can't cover that even for a few days, or at all. What if you only have $400 to your name?
I dont see why they they dont do like everyone else by sending you the new phone and waiting until they get the old one before they decide to charge you for it.
---------- Post added at 10:50 PM ---------- Previous post was at 10:47 PM ----------
UnusualSuspect said:
About two weeks ago I RMA'd my wife's Google Store Pixel (it had the dead-mic-and-speakers disease), and it was smooth as silk.
Refurb was immediately shipped to me via Fedex 2-day, and as expected they placed an auth against my credit card for the cost of the replacement. I shipped back the defective unit three days after I received the refurb.
Click to expand...
Click to collapse
Mine had that problem. Dead mic, speakers, couldn't make calls, but mine was also really laggy. It was strange because I called my boss in the morning (the day my phone took a dump) and a couple hours later it just stopped working for no reason. Is this a known issue? Has anyone pinpointed a cause?
EDIT: Ok so I just read up and apparently a solder joint/circuit can split disabling all sound and audio processing. Which makes sense, because I couldn't even makes calls using a bluetooth heaset
That stinks. I had a replacement phone in less than 48 hours from the time I sent my old one via FedEx.
magnumtripod said:
I like the part where they say in order to get a replacement phone you need to enter your card info, but you wont be charged....just a hold of some sort. So, you enter your card info, submit the order and then they charge you the entire $700+. So you're out of a ton of money until they decide to give it back. You'd think as soon as they receive the old phone they will release the funds back to your account, but before I even received the new phone,4 days later, they gave me my money back. I didn't even send them the old phone, so WTF was the big idea in holding my money if they were just going to give it back before even receiving the old phone?
Click to expand...
Click to collapse
I just thought I'd fill in some info about credit cards - nothing actually useful for the main problem this thread is about.
More than likely it was actually a "pre-authorization". A pre-authorized charge effectively puts whatever amount on hold and appears as if it's just a normal transaction. In actuality, unless the company who made the charge (Google) takes action, a pre-authorized amount automatically falls off your credit card after up to 5 days or so. I'm not an expert on this, and I don't work in the credit industry - just from working lots of retail, which I don't do anymore, either. So basically, Google didn't control when the charge no longer appeared on your card, and it only would have remained on your card if Google took further action "solidifying" the pre-authorized amount. There's probably a better explanation but as I said, I'm no expert.
Hello
i am a pixel owner,i live in Greece but the device is bought from USA.So i don't know what to do if something goes wrong with the device.
I make a research but i can't find an email or something else to ask google what to do.Does anyone knows how i can find from where my device is bought?
Thanks in advance
For warranty reasons is it best to always buy directly from Google ? I just got mine from Google Store.
mikeprius said:
For warranty reasons is it best to always buy directly from Google ? I just got mine from Google Store.
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Click to collapse
Yes.
I hear all these stories about RMAs, shipping in your phone, and the entire hassle of packing it up, taking it to a shipping center and hoping it makes it there,etc, i honestly hope I do not have to go through any of that. It sound like a pain!
For a short time last year i tried out an iPhone, and there is nothing like being able to walk into the store, buying it, and having someone there to answer your questions. When I decided not to keep it , i simply took it back, told the dude 'its not for me right now' , got an instant refund on my card and literally did not get drilled on exactly why I was returning it. From the time I walked out my door to the time I got home about an hour ish of my time and hassle.
I like Google stuff, and i really like my Pixel, no issues at all with it, but that Iphone buying experience is what Google needs to meet or exceed. I know we are living more and more in an online world, but Google needs to figure this out FAST, or they will not be able to compete with that kind of customer service and support considering the cost of this thing and all the drama I have heard about people returning it. I highly doubt you would get a run around and be made to wait if there was a Google store like an Apple Store.
Its about the customer service/support for buying a very high value item and not being treated like a turd from what it seemed like the OP is being treated.
Actually no alot of us enjoy never having to walk in to an Apple store, most of the time you have to have an appointment or wait an hour in my area. Google support has always been above and beyond here but I deal through project fi, they have excellent customer service. Far beyond Apple Care and cheaper imo.
So I went with the optional $5/month Project Fi "Device Protection" when I bought my 128GB Pixel XL.
Then I dropped the phone and broke the back glass, which is apparently impossible to replace because the glass isn't available anywhere unless you want to pay someone like $150 to replace it for you. It's not a DIY option, you can't buy the glass.
So I decided to use my Device Protection which has a $100+ deductible.
But the thing is, they will ONLY replace your phone if they can first place a hold on your credit card for the full price of the phone.
You cannot simply send them the phone, then wait for them to send you a replacement back.
They ONLY do the advance replacement where they send you a phone and THEN you send them your old phone.
Not everyone has $900 freaking dollars available in credit or in their bank to allow for that hold to be placed.
WTF kind of stupid policy is this.
Sorry to vent but I feel this is something folks should know about before buying from Project Fi instead of through Google themselves, where my replacement would have gone though a different company with more relaxed replacement policies.
Ugh.
Googles logistics are terrible. Thats why they will never be a feasible replacement for brick and mortar carrier stores if they don't make some changes.
If they send a phone before you send one back, most companies put a credit hold on it. I have had that policy applied many times most recently when my wife had a replacement done on a Motorola/Lenovo product. It sucks, but it is standard procedure.
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ahent said:
If they send a phone before you send one back, most companies put a credit hold on it. I have had that policy applied many times most recently when my wife had a replacement done on a Motorola/Lenovo product. It sucks, but it is standard procedure.
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That's not the problem, Man.
The problem is that is their ONLY available method.
They refuse to let you ship them the phone and then send you a replacement AFTER they receive delivery of your phone.
So, it's either have $900 burning a hole in your pocket (CC or bank account) or you don't get to warranty your phone.
The $900 CC thing can't be that big a deal, I put very little on my cards and they give me large limits. The warranty company will remove the charges pretty quick (in my experience) so just make sure you don't do this the last week of your billing period and it's all good. Most people want a new phone pretty quick so it doesn't surprise me that this is their only option. I think with my wife's Moto we were given 2 options, the pay and swap and the send it to us and when we get around to it (4-6 weeks) we will repair it and send it back. So we really only had one option because waiting wasn't a viable option. Most places I have dealt with won't do the you send us one and we will send one back because it makes them liable for the phone so that's why they do the pay and swap.
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That's not true.. I am I'm the process of Replacement where I am sending them the phone first then I will receive the replacement afterwards.. no credit card needed..
anwarlucas said:
That's not true.. I am I'm the process of Replacement where I am sending them the phone first then I will receive the replacement afterwards.. no credit card needed..
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Through Project Fi or Google Store?
Normal warranty or Device Protection plan?
Through store and normal warranty..
Edit: device is over heating..
Attached is the email..
They don't take the money, they just make sure you have it available in case you run off with the device. Even if it's at the end of your billing cycle. It remains pending and never hits your balance. Don't Make this a bigger deal than it is. Just get the new device, send back the old one and forget it. Personally I'd much rather do it that way than waiting while I have no phone.
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Email
anwarlucas said:
Email
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Yours is from the Google store, his is from project Fi, two different things.
Sorry.. didn't know there would be a difference in the process..
anwarlucas said:
Sorry.. didn't know there would be a difference in the process..
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yeah I bought the insurance/coverage through the store. ours was a one-time payment where his is a recurring charge.
I've claimed insurance through AT&T ('09 - Asurion), Sprint and Tmo (2010 - Asurion), VZW (2012 - Asurion) and none of them placed a hold on my credit card. I was a college student at the time and could barely afford the deductible. That's a terrible policy from Project Fi
In the exact same situation, i was with project fi at the time, but since i wanted to finance it (and keep insurnace on it if i switched) i bought it from the google store with protection. A little time goes by and (besides all the small problems my device has) i ended up putting a single crack in the back glass much like yours.
I called, and again same as you, they told me if i wanted to replace the device they would need to place a hold of 799 on a card. I barely ever keep money on my card, so this was unreasonable. they repeatedly told me that this was the only way the warranty exchange could work.
A few days later and an idea popped into my head "can they place a hold on the same card/account that i financed my phone with?". so i called and asked, only to find out there was indeed an alternative way to do the exchange, which was sending mine first then receiving the new one.
See, I'm in the exact opposite situation. I purchased my device through Verizon and I'm having some hardware issues, so I need a replacement. If I get the replacement from Verizon, they will ship the phone first and put a hold on the account until I send one back, but I might get a phone with 7.1.1+ on it therefore not being able to unlock it. So I went to Google, they will fix/replace the phone under warranty and get me an unlockable device. However, they will not send me a new phone until my phone has been received by them (I don't want to go a week without my phone, I own no other Verizon devices). They said that since I don't have an account for them to put a hold on, they cannot do the advance replacement. I offered to set up an account and give my credit card to place the hold on and they told me that they cannot create an account. It only gets created when you purchase the device.
bobby janow said:
They don't take the money, they just make sure you have it available in case you run off with the device. Even if it's at the end of your billing cycle. It remains pending and never hits your balance.
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No dude, it doesn't go through unless you have the $900 balance already available.
So if your credit card doesn't have $900 available credit, or your bank account doesn't have $900 available cash, then the "pend" doesn't go through and you're SOL.
Don't make it a bigger deal than it is?!?
Whatever.
CZ Eddie said:
No dude, it doesn't go through unless you have the $900 balance already available.
So if your credit card doesn't have $900 available credit, or your bank account doesn't have $900 available cash, then the "pend" doesn't go through and you're SOL.
Don't make it a bigger deal than it is?!?
Whatever.
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Not to mention after the fact those funds aren't accessible until they clear.
pcriz said:
Not to mention after the fact those funds aren't accessible until they clear.
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That's my assumption but I wasn't sure so I didn't include that factoid.
I wish I could say I have $900 on all my cards but with a huge mortgage, car payment and other stuff going on.... well, you know.
CZ Eddie said:
That's my assumption but I wasn't sure so I didn't include that factoid.
I wish I could say I have $900 on all my cards but with a huge mortgage, car payment and other stuff going on.... well, you know.
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Whether you have it or not it doesn't really change the absurdity of that being the option they offer when you are already paying for insurance and a deductible.