yashsingh1/xdaforums huggingface dataset:
[Nexus 6P General] Mr. Dr. Prof. Sean:
Assurant said something very similar to me, except I didn't break my phone, I'm just having the battery issues. I think charging $79 might have been a mistake in my case. Hopefully a 128 GB Pixel XL shows up at my door in a couple days.
[Nexus 6P General] skiierx131:
Just got done chatting to a google help rep. Add me to the list of 6p -> pixel xl transfers. Bought my first 6p 128gb frost from google back in November 2015. Started having battery issues back around April this year. Got a refurb 6p 128gb graphite in May and it was instantly just as bad on battery as my old one. Found this thread today and figured I would try my luck. Now I have a pixel xl 128gb quite black on the way!
[Nexus 6P General] malwayne66:
Cool I hope so, mine is being shipped to me right now but I won't be able to send them my Nexus till another two weeks and that hold on the account got me a little paranoid.
[Nexus 6P General] wayne8821212:
It seems that add soon as my 6P return was scanned in at FedEx, an email was generated acknowledging my return even though the return is going to take 8 days to arrive in Texas....it's crawling!

https://www.phonearena.com/news/Goo...h-Pixel-XLs-but-only-in-North-America_id98059
[Nexus 6P General] Hoshneer:
Not only did they replace mine but I got a brand new Pixel XL that isn't even a refurb.
[Nexus 6P General] nomisunrider:
When you return your nexus 6p, do you need to include the charger and cable?
[Nexus 6P General] Hoshneer:
Not that I'm aware of at least it wasn't mentioned.
[Nexus 6P General] jmcandrews83:
Am i the only one that was offered a 32gb black pixel XL
[Nexus 6P General] mmaiolo81:
I was offered a 32 silver... I'm not taking it though... I don't have $850 in the bank that can be placed on hold for a week...
[Nexus 6P General] jmcandrews83:
I told them I didn't have the money either so they gave me the option to send in my phone first and when they receive it they will send the pixel XL
[Nexus 6P General] C5Longhorn:
My instruction email specifically called out returning the cable and charger in bold. I did but not sure if I could have kept it or not.
[Nexus 6P General] skiierx131:
Weird, my email calls out the opposite.
[Nexus 6P General] C5Longhorn:
That is weird. I wish I could have kept mine. I received this email on 9/5 so not sure if policy changed before/after or it had something to do with them knowing they were shipping a brand new device. Here is what mine said:

Preparing to return your device

Print the attached return label (RMA) and pre-paid shipping label.

Remove the SIM card (if applicable).

Reset your device to factory settings, if applicable:

Phones and tablets

Pack the device securely to avoid damage in transit, and place the device and return label (RMA) form in a shipping box.

Important: Be sure to include your power cable and power adapter with your device.

Put the shipping label on the outside of the shipping box.
[Nexus 6P General] skiierx131:
Wonder if they just have premade emails and some reps select one, and others select another. Either way we got upgraded phones coming for free :highfive:
[Nexus 6P General] lucky_strike33:
What's huwaei doing about this? Are they still replacing the 6p or not helping at all??
[Nexus 6P General] nomisunrider:
I didn't even notice the line in my replacement email. I received a brand new pixel XL 128GB and my email says: "Important: Keep your charger and accessories with you, as your replacement device may not contain a charger."
[Nexus 6P General] belly1026:
Has anyone who had received a refurbished 6p due to battery issue been successful in requesting another RMA?

My refurbished 6p is starting to have the battery issue again (the same with my old phone) where it drains quickly and won't last 3 hours before it shuts down (medium usage).

TIA!
[Nexus 6P General] folsom68:
I am having the battery problems on my 6P bought from Google in 2015. Unfortunately I cracked the screen recently. Will Google allow me the RMA the phone with a broken screen?

Thanks,

Folsom68
[Nexus 6P General] idbl_fanatic:
NOTHING!!! I can't even get ahold of them, they did respond once, and said to contact Google, which I have been over the last 3-4 weeks, and they keep telling me to contact Huwaei, this is ridiculous, mine won't even boot now, I am using my Nexus 5
[Nexus 6P General] venemous123:
did it worked for you ? the replacement through project fi?
[Nexus 6P General] martinez5241:
I want to add to this that prior to thinking of sending the phone to Google I had my cellphone tech install a new battery on the 6p ( https://www.amazon.com/gp/aw/d/B01MY45AU4/ref=ya_aw_od_pi?ie=UTF8&psc=1 ) well I did notice a huge difference. Then I came around this thread, only reason I did it. Well I sent them the phone I figured I have the cash to take the loss if they declined my device. And the phone was scuffy, used without a case or s.p.

Then I received the email stating they got the phone a few days ago. And today my "hold" was removed off my c.c.

#winning
[Nexus 6P General] crixley:
Huawei has the worst customer service I've ever had.

Will never ever buy anything from them again
[Nexus 6P General] Joe12071984:
how to initiate this process? please share any link.
[Nexus 6P General] malwayne66:
My situation involved project Fi and they are currently sending my a XL.

It was a combination of different senarios that may help some folks here.

1. I'm not living in the US

2. Im not the original owner , I got mine off eBay from someone who got it on Project Fi.

It was quite a relatively long task with multiple back and forth communication with different Google and Project For reps. Most of my calls to them were made through Hangouts dialer (for the free calls to US).

I originally called the Google store , expressed my issues with overheating and bad battery. After normal troubleshooting, and me expressing my dissatisfaction, they determined that it was a hardware issue and I am up for a replacement (which by this point I know figured would be a PIxel XL). The rep at project Fi informed me that both Project Fi and Google store have the same policy regarding this 6P RMA issue

When they checked my account and device IMEI they told me that I have to get in touch with the original owner and give them the case number so they could help transfer ownership to my Google account . I had to go through my eBay purchase history , find the seller and massage him there...he was very helpful with it all.

After about 2 days (and multiple calls) the transfer was complete and I received the email with instructions for the ordering the replacement.

For those not in the US, unfortunately you must have a US shipping address or someone in US you can ship it to.

I'm currently awaiting the package to reach my US shipping address, then another couple days to reach me in Jamaica. Hopefully then I will be able to use the provided prepaid shipping label to send my 6p back to Google.
[Nexus 6P General] caifan:
Same here from Huawei. I tried chatting with Google again only to be told that the Nexus 6P "is not a Google product" and that I should contact Huawei and hope "I understand."
[Nexus 6P General] idbl_fanatic:
Heck, I keep getting "Chat support is currently not available." now
[Nexus 6P General] Rebel2k:
Still waiting for them to get the "spare" part. It's been more than 2 weeks, and still nothing...
[Nexus 6P General] lucky_strike33:
Just got off chat with Huawei and they said they dont work with google or any of that sort. To fix the battery or to replace it will be $160. I just closed chat and didn't bother trying to deal with them...
[Nexus 6P General] crixley:
I'm surprised you even got through to get an answer tbh
[Nexus 6P General] lucky_strike33:
Just went to the Nexus 6p page and found support then chat. I was number 2 in que. Went fairly quick.
[Nexus 6P General] idbl_fanatic:
Can you give us a link to that chat? I'm not seeing it
[Nexus 6P General] lucky_strike33:
Scroll to the very bottom of the page

http://consumer.huawei.com/us/support/phones/nexus-6p/
[Nexus 6P General] eegman:
How long after you received your Pixel XL did you get your "how to return the 6P" email?
[Nexus 6P General] C5Longhorn:
That emails come when you approved for a replacement and will be received well before delivery.
[Nexus 6P General] eegman:
Thanx for the reply. I don't see the e-mail though.

*Found e-mail. Thank you
[Nexus 6P General] crazyd1721:
After seeing this post tried my luck. Call Google support about a week ago. They sent me a link for a replacement 6p. So I decided to wait the 72 hours and call back and have them resend the link but I did mention the previous support was going to replace my 6p with a pixel XL. I got no hassle and I received my link with a replacement pixel XL being shipped out.
[Nexus 6P General] itwasgood:
This is so unfortunate to somebody just like me who lives outside the US. Still got my warranty, but Google is not available in my country. :(
[Nexus 6P General] mmaiolo81:
They told me that was not an option...
[Nexus 6P General] jmcandrews83:
don't feel bad they didn't let me do it either after a whole day of getting the run-around with Google they said that it couldn't be processed because the system wouldn't let it even though they got it to work yesterday....I'm just done with Google I won't be buying from them every again just my personal preference. I'm just going to use the 6p for wifi modem
[Nexus 6P General] Atticustrd:
I had my Nexus 6p bought from Google RMA last year, the refurbished device's battery started acting up so I used chat support through my Nexus 6p to see if I can get replaced with a pixel. The rep said I was out of warranty but since he can see on my profile that my device was replaced before for bad battery that we would talk to his specialist, after a few minutes he came back with good news. Pixel XL was sent out.
[Nexus 6P General] mmaiolo81:
Well I'm asking again...

I just don't have $850 that can be held even for 7 days... I'd rather just change the battery myself...
[Nexus 6P General] mmaiolo81:
Yeah... I got a no again... Told em I'd be going elsewhere...

I think it's awesome that they are offering the pixel XL for the replacement, however... There should be an alternative to fronting $850 to get it...
[Nexus 6P General] skiierx131:
Pretty much exactly how it went for me too. I was on my second 6P from google. It was never right from day 1 but I figured going through the hassle of yet another return and still having the risk of getting a bad battery wasn't worth it. I only tried my luck again because of this thread and to get a pixel XL. Hope the pixel can last me until something next year.
[Nexus 6P General] Born<ICs:
From my experience they release credit hold very quickly, even before they have to. My credit hold came off as soon as I activated new pixel. Days before I sent back 6p. Also day i mailed 6p I got notice they "received" it immediately after fedex scanned the package in, days before they would actually have it in their hands.
[Nexus 6P General] Seireiju:
TL;DR:

Friend bought a used 6P on Swappa, it bootlooped so he gave it to me and upgraded to a Pixel XL. Warranty ran out in May.

This phone isn't even on my account and I've never logged in on it, all they asked was if the screen was cracked and they gave me the link to order the replacement!

The replacement page they linked says 32GB though instead of 128, oh well.

BTW:

Someone on reddit posted this link, seems to bypass the 9-5 restriction on the support chat if you refresh a few times. It would show the chat as unavailable if you navigate to the contact normally, since it's "after hours"

Good if you whana avoid doing it over the phone, way easier.

Asked if they could give me Blue instead of black, said no because i had a Graphite 6P, but they did mention the existence of Replacement Exceptions, but that Blue was out of stock. So maybe if you want to ask for White or Black specifically, they might be able to accommodate.

For people like me that can't even get their device to boot, your IMEI is on the SIM tray.
[Nexus 6P General] radiotecha1234:
What website?
[Nexus 6P General] Seireiju:
After talking to support they email you a link to order the replacement, It'll list the device type, capacity, and color.

So probably that.
[Nexus 6P General] FlamingAngel82:
Yep, that's right. The order page, although the email I got for the replacement has a Nexus IMEI on it, so looks like I'll be getting a 6p replacement. Ah well.
[Nexus 6P General] martinez5241:
The email gives you the link to the RMA. After placing the order then it can be found in Googlestore.com>orders it will tell you what they have shipped as your replacement.

When it showed that I was going to get a 6p at first , I declined it. Then I told them I needed a new RMA and that I wanted a pixel XL. There was no way I would of taken a 6p again. Didn't want to deal with the battery issues. The rep had me wait for a moment then she said I would get a pixel XL
[Nexus 6P General] fastredponycar:
I have a new pixel XL on the way to replace my 6P as well. Battery has been an issue, phone powering off when opening camera app, etc. Rapid battery drain makes the phone hard to use for a daily driver and I've been using an iphone 7plus for while now as a result of this.

the XL should show up today. 128g. no idea what color. Doesn't matter to me as long as I have a functioning phone.

The guy walked me through asking for IMEI number, asked if I was rooted or using a custom ROM, confirmed it was out of warranty, asked me if I had tried battery saving apps or shutting off bluetooth/wifi/etc, to which I replied I cannot cripple the phone's functionality just to limp along another half hour or so.

He went and "talked to management" or something and then came back saying even though it wasn't under warranty any more, they're sending a pixel XL on the house with a temp credit card deposit hold until they get the 6P.

Should arrive today or tomorrow.
[Nexus 6P General] JamFan05:
Has anyone managed to get a replacement Pixel XL for a 6P that wasn't purchased directly from Google? Mine has the bootloop issue. It should not matter where the phoen was purchased from, it's a well known hardware issue.
[Nexus 6P General] FlamingAngel82:
Interesting development.

So, I did indeed get a replacement 6P.

However, I've received a 128gb version, when I previously had a 64gb version. Even though the order page said it would be a 64gb version!

Looks like the UK is running dry on 64gb ones, but might be a few 128gb ones left.

Both happy and sad with this! :)
[Nexus 6P General] Bangincrazy:
Time to try my luck. I got a refurb back in May. Battery has been going as well. The phone sometimes turns off when the battery still shows between 50% and 15%.
[Nexus 6P General] hern1989:
I got my replacement on the way. A google pixel xl 32gb in quite black color. I have the battery issue, my phone shuts down anywhere from 50% and down. I asked to get it replaced with a different device. They said that they would make a one time exception. So they are sending me a brand new pixel xl. Im happy. Ive gotten my nexus 6p replaced 4 times now including this one. Went from a 32gb gold nexus 6p to a charcoal gray to now a pixel xl. If you have battery issues dont hesitate to contact them. They did ask me for the IMEI number and turns out the current nexus 6p i have has warranty until feb 2018. I purchased my 6p in feb 2016.
[Nexus 6P General] caifan:
I and others that purchased directly from Huawei have tried to get Google to honor a replacement, but have been unsuccessful.
[Nexus 6P General] indianajonze:
there's no magic to this. if you bought a 6p via the google store and it's having issues, call them. they'll walk through the troubleshooting steps and if that all fails, they'll send a pixel xl. they'll put a hold on your cc until the 6p is shipped, at which time the hold will drop off

google's not bending over backwards for good customer service here either. they know and the world knows the nexus 6p (and 5x) have very serious hardware defects. to avoid or mitigate class action lawsuits, they're trying to eliminate as much of the problem as they can from their end. what other retailers (huawei, bby, etc) do for their customers who bought these devices from them is up to them and out of google's control
[Nexus 6P General] ran495:
after reading about people getting Pixel XLs i called google support and told them i had the bootloop issue and bought the phone from the google store. Sure enough, they sent me an RMA and are sending me a Pixel XL! Hope this helps someone else.

EDIT: my phones issue was the bootloop of death
[Nexus 6P General] kornklown69:
Getting my new Pixel XL after I turn the 6P in for the battery issues.... now have to find a phone to use in the meantime lol
[Nexus 6P General] ViD0:
Same question ?
[Nexus 6P General] Lesser Version:
Was just told after buying the new 6p when they first came out from google and having gone through two refurbs from them, to contact the manufacturer. They refuse to help with anything following what "Sid" called a recent update from their "expert". Asked for explanation. He wouldn't give it to me. Just kept repeating to contact the manufacturer. I will call again Monday
[Nexus 6P General] Philosophre:
tried on thursday for my 6p and Grace helped me via chat to get a 128gb pixel xl.

tried today for my dad's 69 and alex said my warranty expired via chat, phone was bought on december 2015. trying again via chat now

update:

on the 2nd try with my dad's phone via chat. apparently they Adam from google chat read my previous transcript with alex. and said that with warranty expired, they can't help. even tho Grace helped me with my 6p even though it also had an expired warranty
[Nexus 6P General] malwayne66:
I'd confidently tell them that we know Google is dealing with 6ps out of warranty...this type of thing is so uncool
[Nexus 6P General] skiierx131:
Has your first replacement already shipped? (so there's no chance of google canceling it) I would contact them again and bring up that you already got one replaced just a few days ago, what's different now and why can't they replace your dads.
[Nexus 6P General] Lt.Tealc:
Called Thursday and got xl replacement on the way. Phone warranty expired a year ago. Called for my friend 6p which the warranty expired this August, but they refused to help saying call huwawi.... IAM gonna try again monday
[Nexus 6P General] Philosophre:
i've been playing the down trodden consumer each time. so maybe a more aggressive approach may work

i may wait til they refund my hold over charge when i return my 6p, before i drop that i was approved previously
[Nexus 6P General] kornklown69:
from what I have read and seen Google is only honoring the issue if it is bought from them... think about it...if you buy it from Huawei they won't replace it with an HTC device...

---------- Post added at 06:42 AM ---------- Previous post was at 06:31 AM ----------

anyone do the standard exchange? how long did it take for them to receive the 6P? how fast did they send the pixel xl? also did they send the larger storage? rep told me 32 gig... I'm in US which I read they are sending larger model in US...
[Nexus 6P General] Rebel2k:
Not the same thing at all. Google and Huawei should have set an agreement between each other to deal with the situation. Your example is wrong, HTC is not asking Huawei to manufactur their devices. Google is. I mean, I bought my device from an official distribution channel, nothing weird at all. At the time I bought my phone, the Play Store was out of stock, because they privileged other distribution channels at that time in some countries were Play Store is not being seen as a shop for devices. In that case, I would have highly appreciated that Google and Huawei talk of the same voice to deal with that issue which causes prejudice for their images on both sides.
[Nexus 6P General] kornklown69:
don't get me wrong I believe Huawei should issue refunds for the ones bought from them, and I did not say HTC is asking Huawei to manufacture, I'm just saying HTC is a competitor of Huawei so Huawei can't make it happen like Google can since Google has hands in both... from what I understand Google bought so many for the Google store since they did not manufacture it themselves so they only have control of the inventory they bought then sold.
[Nexus 6P General] Rukkian:
I called Friday on my 64gb 6p that I got at launch from Google store, and have a brand new pixel XL 128 ready to ship to me tomorrow. This customer experience helps enforce I will always purchase from Google if possible. Only problem with this is now my wife says I don't need the pixel 2 I was going to order.
[Nexus 6P General] TokedUp:
I just contacted Project Fi support via chat in the Fi app. After just a few minutes I was allowed a new Pixel XL 128gb phone! All I had to do was put a hold for the amount of the new device on a CC which will be removed when I send my 6P in. So glad I read this thread! Thank u all for bringing this to light. If anyone on PFi has questions lmk! My PXL should be here Tuesday!
[Nexus 6P General] Luv-Kush:
Has anyone been approved for replacement and didn't receive it as promised. It's been 3 days and has not been shipped just check mark on ordered.
[Nexus 6P General] jeff5347:
Kinda curious. I have the 6p issue as well of the early shutdown. Bought from the playstore and also purchase the 2 yr warranty so that will be up in November. I assume I should be good to go with contacting google thru chat on getting a replacement.... Wondering since many of us on XDA, we root and ROM the phone if those that got a replacement brought the phone back to stock or did you guys just wipe everything off the phone and leave twrp with what ever ROM you were using ..aicp, du, pure nexus?

Do we just get on the chat, tell we have the early shutdown. What was the process you had to go thru?
[Nexus 6P General] THEbigSWEEN:
Do the same thing I, and I assume a lot of others will do, and sell the XL in about a month towards the cost of the XL 2 :good:

Same thing I did (through Fi Chat Support) and I had Nexus Protect still for the 6P. Pixel showed up within 48 hours (ordered late Sunday night and it arrived Tues early afternoon) and the evening I dropped my 6P off at FedEx the next morning the CC hold was released.

Fi Chat Support = ~20 minutes

CC Hold = 5 days (could've been 2-3 if I went to FedEx same day I got the Pixel, took a couple days setting up Pixel before wiping/relocking the 6P)

Brand new 128 GB Pixel XL = Priceless
[Nexus 6P General] WisdomWolf:
I had my phone replaced once already back in June. Haven't had as many battery issues, but it's already started to die prematurely and when my last phone did that it just got worse over time.

I contacted Google today and they asked me to send in pictures of the device, which seemed odd, but then they told me that I had to send my device in and wait before I'd get a replacement. There was no discussion about warranty or even that they were going to replace it, they just sent me an RMA form to fill out and send in with my phone.

When I asked about the advanced exchange they told me that they couldn't do that and advised me to contact the manufacturer. I think someone got confused and thinks I purchased my phone from Huawei rather than directly from Google. I'm going to reach out and try to start the process again with someone new tomorrow, hopefully I'll have better luck because I'm not going a week without a phone.