[Google Pixel XL Guides, News, & Discussion] h2on0:
I had many conversations with google store support in an attempt to get a google pixel 32 gb. I originally ordered a silver pixel 32 gb on Nov. 3, with a delivery date of Nov. 28-30. I am going to list my interactions and try to keep it short. I eventually received a blue pixel 32 gb.

Nov. 3 ordered.

Nov. 9 email stating my order is on hold. I contact google support and I am told there is an issue with my google store financing, apparently the google store double charged the account, I am told not to worry that the first charge is an authorization hold and that comes off when my order goes to processing and the account will be charged again. The rep tells me my order will ship on Nov. 21 a week early. Boy am I happy.

Nov. 23 contact google support and ask why is my order still pending and I am told my card was declined. Brand new google store account with 0 balance and full credit and I am never contacted or emailed about this the only way I found out was because I contacted them. We do a three way call with the bank and they give verbal authorization for the charge. We're all good right?

Nov. 25th still declined, three way call again, finance says that because they charged the card for the authorization hold it will take for 4 to 5 days for that charge to come off. The rep swears he will call me back on Monday and he will personally charge the card and get my order out. We're all good right?

Nov. 28th no one contacts me, so I call google support to get an update, my order is scheduled to be processed the 30th. Cool.

Nov. 30th still pending contact google support I am told it will ship Dec. 3. We're all good right?

Dec. 3 still pending, so I call google support. The rep talks me into canceling my order and reorder, I check google store the have really blue in stock with a ship date of Dec. 9th so I go ahead and do it. I check my google account the next day and it has been charged. W00T!! We're all good right?

Dec. 7th Your google store order is on hold 3 way call with bank everything is good on my end, so the bank tells the google rep that the google store canceled my order. What? Well this rep is able to put it back in the system and attempt to charge the card. Declined. We are still on the 3 way way call. Bank says because of hard charge and cancellation it will take 4-5 days for charge to come off and then re charge. Rep swears he will be handling my order and will contact me Monday morning.

Dec. 12th no call. I call google support. Rep says that my order is processing and will be delivered Dec. 15th. We're all....

Dec. 13th no charge on my card so I call just because. My order is on hold. Of course. Can we do 3 way with bank again? Rep says no they don't do that, they are very protective of are credit information and if they did a three way they would have access to are credit info. We get disconnected.

Dec 13th call back explain the whole ordeal to new rep. He tells me the system is automated and there is nothing he could do. I ask to talk to a supervisor and explain the whole thing to him. He suggests that my info on the google store needs to be updated that is why it keeps failing. I tell him the info is good you guys just charged the card. We get disconnected.

Dec. 13th I wait for them to call me back. They always verify your phone number when you first call. No call back.

Dec. 13th I call back I get a lady named Debbie, I explain the whole thing to her, She gives me all the same excuses. All this time I have been very polite and have kept my cool and was very friendly, but I guess she could hear the exasperation in my voice so she takes a little time to look into the issue more. She comes back and asks me to cancel the order one more time and reorder. So at this point I am done, I have nothing left, I am actually considering an iphone. We cancel and reorder while she is on the phone with me and says she will call me back in a few hours to verify everything went through. Yeah right.

Dec. 13th she calls me back 4 hours later and I'm ready for the bad news. She says everything is good, the charge went through and she emailed me a fedex tracking number and my phone will be delivered tomorrow. What?

Dec. 14th I get the phone. Really blue 32 gb pixel. 40 days of BS and one person actually takes the time to look into it and not blow me off and it gets taken care of.

Her name was Debbie, although I'm pretty sure that's not her real name because the call center was not in the USA. I figured out the time difference with on of the other reps when we were scheduling a call back time it was about 15 hours.\

Thank you Debbie from google support.

TL;DR

I know but it was cathartic for me. There was a lot more that I didn't include, basically all the lies, you know one person does one thing another says they can't do that. The system is automated and they have no control over it. All BS.

joe