Does google have any quality control at all?

[slackerinabox]

I'm kinda in awe of this horrible support situation. Firstly touch failed on my wife's pixel gen 1 sporadically and, after support wasted two hours of my life running me through software support (that was superfolous, I mean touch didn't work) they issued an rma. Not the good kinda you'd get from most companies where they rush you a working one, but the kind I had to ship it back and then they'd send a new one..Annoying, because we had to end up buying a spare to hold us over (got an iphone se refurb, $150 out of the pocket).

We receive the replacement a week later and, out of the box, the earpiece and microphone don't work. Speaker phone works on calls but not the internal speaker. EMBARASSING, straight out of the box on the replacement unit. Again, two hours later on software support for an obviously software issue, and they issue me another rma and she's going to be out of a her for another week plus.

All for a phone that costs the same as the iphone, which I could have walked into a store to replace. I'm just kinda in awe with how awful this has been, 2+ weeks to deal with what could have been a simple swap. The sad part is that i love the pixel and recommended it to many over the iPhone.. But is this reliability typical, or did we win the redacted lotto?

No profanity in the tech areas.

AT Mod Usandthem

 

[Yuriman]

My experience with Google support was that as long as you let them put a hold on your card for the value of the phone, they'll send you the replacement first.

No excuse for a bad phone out of the box though.

 

[Elixer]

Yeah, you can usually tell them to cross-ship it, and they will after getting your CC# details.

As for how typical it is to get something back that doesn't work, while not common, it does happen.

 

[Ravynmagi]

Think it depends on where you bought the phone. If you bought it from a third party (like Verizon) they don't seem to be able to offer cross shipping.

I had to RMA my Pixel 1 XL recently too. I was pleased with the turn around speed, was about 4 or 5 days (got it back the same week). Unfortunately I did have a problem with the replacement. It's minor, there is a gap between the fingerprint sensor and back of phone. It's not flush, so I feel a rough edge when I try to find the sensor. Not sure if I'll bother RMAing again.

 

[tommo123]

Think it depends on where you bought the phone. If you bought it from a third party (like Verizon) they don't seem to be able to offer cross shipping.

I had to RMA my Pixel 1 XL recently too. I was pleased with the turn around speed, was about 4 or 5 days (got it back the same week). Unfortunately I did have a problem with the replacement. It's minor, there is a gap between the fingerprint sensor and back of phone. It's not flush, so I feel a rough edge when I try to find the sensor. Not sure if I'll bother RMAing again.

you should. it's not something you'd accept when new so why accept now? plus if you ever sell it you know the person you're selling it to will want money off for such a big flaw.

plus you don't know if there's something weak in there and the sensor might start moving with constant pressure on it over time etc etc etc

 

[OWR88]

Best customer service and best built quality in my opinion. Samsung is far worse. Apple is not bad.