[Nexus 6P Q&A, Help & Troubleshooting] treIII:
I contacted Google Monday night about my Nexus protect program. Google could not find a record of my Nexus protect insurance. So they argued that I was wrong about purchasing the program. I emailed them a copy of my purchase from the Google payment center and the receipt generated from Google email to myself. That is the only way I could get them to believe that I had purchased the Nexus protect program. At this point I have 5 hours on the phone with Google sent a copy of my receipts and they told me it would be escalated to the hardware department once I gave proof of my receipts which I did immediately. I have spoke to 8 different people asking them to please honor my proof and send me another phone as I have cracked my screen. Google then said it would be one to two business days before the issue would be resolved and someone would contact me from the hardware department. It has now been 5 days and Google has done nothing to correct the situation and I even had to take a day off of work Tuesday as I was on the phone with Google from 9 a.m. until 2 p.m. eastern time to prove to them that I had purchased the Nexus protect program. So I asked Google since they had made the mistake if they would reimburse my wages for the day and their answer was no which I expected. But the problem Still Remains the Same that the mistake was made on Google's part and not my part. I really didn't feel like that was an unfair question to ask being that they had no record that I had made the purchase. I did get a reply email saying that they apologized but could not honor reimbursing my wages. It is now Friday night and Google has done nothing to contact me other than the apology through an email and stating that the problem had been escalated in which four people Google employees have said to me on the phone and send a confirmation email stating the same thing. Again it is Friday night and if anyone reads this who works for Google I would appreciate a response as I paid for the Nexus protect I have two receipts and I have waited 5 days business days for the problem to be resolved. Monday evening if I hear from Google Monday evening in which I do not expect I'll have waited 7 days. I paid for the Nexus protect October 22nd 2015. I expect that my purchased be honored for the Nexus protect and I feel I should be compensated for the strenuous confusion that Google has made on it's part and for the day of lost wages because I had to prove that I had the receipts and even then they questioned and emailed receipt that Google sent me meaning they owned that email and stated that they could not see that they had sent me the email for my purchase of Nexus protect. Google also stated that they could not see my purchase of Nexus protect in my Google payment center history though they could see every other purchase I have ever made. My personal experience with Google at this point is that they have the worst customer service when they have made a mistake. And that they look at customers as a mediocre statistic. It is ridiculous that Google a billion dollar company has taken this Outlook over an $89 purchase of a cell phone insurance plan. I have purchased the last five Nexus devices produced by Google and have remained a valued customer. I can assure you I know from personal experience that Google values no one as a valued customer. I have emailed my phone number at this point and ask the Google Representatives who have emailed me to contact me in regards to my Nexus protect and receiving my new phone, or used phone, or refurbished phone. There has been no response after proving that I have the receipts. At this point I do not know what to do because I have called Google in California, the Google store. I have communicated through email and still yet after 5 days there has been no resolution to a mistake on Googles part. If anyone has any advice on who I might contact be at the Better Business Bureau or some form of governing body please reply to this post. Thank you for reading and hopefully Google never makes a mistake when you purchase something from them.