[Google Pixel 2 Questions & Answers] allcaps33:
And this is the follow up chat when the ban was lifted

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Time of chat: July 9, 2018, 7:53 PM

Chat duration: 40:01

Chatted with: John

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John [7:53 PM]:

Thanks for contacting Google Support. My name is John.

Hi Jake!

Jake Skelington [7:53 PM]:

Hi :)

John [7:53 PM]:

I see that you are experiencing issue with bootloader.

Is that correct?

Jake Skelington [7:54 PM]:

Yes.

John [7:54 PM]:

Thanks for confirming.

I see that you have contacted us regarding this issue.

Jake Skelington [7:54 PM]:

Indeed, I lost signal earlier

John [7:54 PM]:

No worries. I'll right away check the recent conversation and help you further.

Allow me a quick minute.

Jake Skelington [7:55 PM]:

Lol, I can copy and paste of you like :)

*if you like*

John [7:56 PM]:

No, Jake. I have the recent conversation saved.

Allow me a minute more.

Jake Skelington [7:58 PM]:

Sure :)

John [8:00 PM]:

Thanks for staying connected, I respect your time and patience.

Jake Skelington [8:00 PM]:

Thank you!

John [8:01 PM]:

I have checked the previous communication and I see that your device is device is locked in the bootloader due to the update on the device.

I also see that we have offered you a replacement for this issue.

Jake Skelington [8:01 PM]:

Yes

And yes

And my issue with that is a replacement will not actually fix the issue

John [8:02 PM]:

Alright.

Jake, I have checked with my specialist and in this case, the best option is to replace the device and please do not worry, the replacement device will not have any such issues.

Jake Skelington [8:06 PM]:

I understand. And I understand that your team's hands are tied on any programming issues.

But when I update the phone and it happens again what then?

What will be the resolution?

I own 2 of these phones, they both have the same issue

This one is my backup

John [8:08 PM]:

In rare circumstances if the issue persists then we will look into further options.

Jake Skelington [8:08 PM]:

The other was already replaced, with the exact same result

This is not rare. I've been able to replicate this in every instance, no special conditions

And it is also affecting other owners as well.

John [8:11 PM]:

Okay. Please allow me 2 minutes to check with my specialist.

Jake Skelington [8:11 PM]:

I can also tell you that I'm quite sure it has to do with accidental crossover between Google factory and VZW images (firmware updates)

John [8:13 PM]:

Thanks for staying connected

Jake Skelington [8:14 PM]:

No problem :)

John [8:14 PM]:

I've checked the details and in this case, I'll go ahead and escalate the case to my specialist and they'll look into this and help you further.

Please be assured that the specialist will get back to you with the information in 24 hours.

Jake Skelington [8:15 PM]:

Ok!

:)

One more thing to note:

John [8:15 PM]:

Sure.

Jake Skelington [8:16 PM]:

It doesn't happen when there is no Sim card. It does only with a VZW Sim.

John [8:17 PM]:

Alright. I'll surely make a note of this on the account.

Jake Skelington [8:18 PM]:

That's why I believe there's a crossover in the updates, something to do that once the Sim tools sets (some random server?) the system to VZW

At that point, it most likely downloads the Verizon variant of the updates.

John [8:20 PM]:

Okay.

Jake Skelington [8:20 PM]:

Since the bootloader would (originally) be unlocked, there is no system check (no signature verification)

And the device would allow installation of almost any software. This is quite heinous in terms of device security... But with an unlocked bl, we can digress

And that's all I really have, without venturing into (potentially) legal grey area

John [8:27 PM]:

Alright, Jake thank you for all your input, I hope that this would be take care soon or if there is a confirmation that this can not be resolved over software update the possible outcome would be replacement. I'll forward the case to my specialist to look into this.

Apart from this, would there be anything else I may be able to assist you with today?

Jake Skelington [8:29 PM]:

Yes, but there doesn't need to be a whole support request for this one. Just write it up for your complaint/marketing department.

Please return the home button to Google Chrome on Pixel phones.

It was deliberately removed and it's very annoying not having it there.

But other than that, we can wrap this up. 24 hours for a response on the other issue, correct?

John [8:31 PM]:

Yes.

I'll surely forward that to my concern team.

Jake Skelington [8:31 PM]:

Sweet. Will that be by email or support chat or phone call?

John [8:32 PM]:

Our specialist will get back to you over the email.

Jake Skelington [8:32 PM]:

Lulz. Thank you :)

John [8:33 PM]:

You're welcome.

Thanks for contacting Google - it was a pleasure chatting with you. Have a great day!

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