[Google Pixel Questions & Answers] FUZER384:
Alex from Google support is the real MVP....

Alex

11:27 AM

Thanks for contacting Google Support. My name is Alex.

Alex

11:27 AM

Hi Aaron!

Alex

11:27 AM

How are you doing today?

Aaron Thomas

11:28 AM

Not good at all. Google is giving me the worst first 30 day experience I've had with a smartphone.

Alex

11:29 AM

Aaron, I am sorry for all the trouble. It must be frustrating for you as I can completely understand the importance of a working device.

Alex

11:30 AM

Please do not worry, I will try my best to help you with this. You can count on me on this as I will make sure I give the best resolution to you.

Alex

11:30 AM

I noticed that the device is stuck in boot loader.

Aaron Thomas

11:31 AM

Yes, a replacement order SHOULD have been submitted this morning. However, Google seems to maximizing its profits by cutting out customer service priorities like overnight shipping for warranty replacements.

Aaron Thomas

11:32 AM

Things like this are a sure way to lose customers as I am making multiple communities aware of this decision right now.

Alex

11:33 AM

I am very sorry for the trouble. I certainly understand your concern, and will be happy to look in to this. I can certainly relate to your situation, and would be happy to check for the available options.

Aaron Thomas

11:33 AM

Okay.

Alex

11:34 AM

I noticed that the RMA has not been created yet for the device. Let me explain how the replacement works, and what options we have.

Alex

11:35 AM

Once we process replacement for you, we will send you a link which you need to place the order. While ordering the device, select the fastest shipping method available on this page. The total amount including the shipping charges will be kept as authorization hold, and will be released as soon as we get the faulty unit at out warehouse. You won't be charged for selecting the fastest shipping method. Moreover, we would be sending your return labels, and you won't be charged sending the faulty unit.

Alex

11:37 AM

The other option would be to send the faulty device first, and the we would ship the replacement unit. This process take little longer than the previous option, and there will be no authorization hold.

Aaron Thomas

11:37 AM

Is there any reason why the support agent by the name "Leny" did not explain this the way you did? She said a replacement can be submitted with 5 to 7 day shipping (over the phone) and if I wanted faster shipping I would be charged for it.

Alex

11:39 AM

I am sorry for the miscommunication. However, as I mentioned, I would get best available options for you. I do not want you to face any further trouble.

Alex

11:39 AM

I am taking complete ownership for this, and will be with you to make this process very simple.

Aaron Thomas

11:39 AM

Thanx Alex, I just have one other question

Alex

11:39 AM

Sure!

Aaron Thomas

11:40 AM

When using this link provided will I be able to choose which credit card to use for the auth hold ?

Alex

11:40 AM

You can add the card details before hand at payments.google.com This is a regular process of ordering, and you shall be able to choose.

Alex

11:40 AM

I have a suggestion for you.

Alex

11:42 AM

Let me create the replacement first, and I will send you the link. I request you to place the order and I will stay connected with you.

Aaron Thomas

11:42 AM

Okay, I really appreciate it.

Alex

11:42 AM

Perfect! Let me process it. I need few information in order to proceed with it.

Alex

11:43 AM

Please help me with the device IMEI number, order number, and the shipping address.

Aaron Thomas

11:45 AM

imei 35268908074****

Alex

11:45 AM

Thank you for the information, Aaron.

Alex

11:45 AM

Let me go ahead with the process.

Alex

11:46 AM

Could you please confirm the shipping address on which you want the device to be delivered?

Aaron Thomas

11:46 AM

GS.6223-5162-****

Alex

11:47 AM

Thank you for the details. Let me update the same for you.

Alex

11:49 AM

Aaron, I have completed the replacement process. Let me send you the email with the link and the details of the same.

Aaron Thomas

11:50 AM

Okay

Alex

11:50 AM

I have sent you an email and request you to check for the same.

Alex

11:51 AM

Please use the link to order the device for yourself while I am online with you.

Alex

11:51 AM

I am happy to wait here for you.

Aaron Thomas

11:51 AM

Okay one second

Alex

11:51 AM

Sure, take your time.

Alex

11:51 AM

I am here for you.

Aaron Thomas

11:53 AM

Okay looks like I'm all set.

Alex

11:53 AM

Great!

Alex

11:53 AM

I am glad to know that. :)