[Google Pixel 2 Questions & Answers] allcaps33:
This is the first conversation I had with support. They banned me for a short while afterwards. (I have videos of this using AZ screen recorded.)

Settings Help

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Time of chat: July 9, 2018, 3:24 PM

Chat duration: 1:35:12

Chatted with: Sandy S

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Sandy S [3:24 PM]:

Thanks for contacting Google Support. My name is Sandy S.

Hi Jake!

Jake Skelington [3:25 PM]:

Hi :)

There's something fishy going with either Google or VZW

The updates are locking our bootloaders

Sandy S [3:25 PM]:

Could you please elaborate the issue in order to assist you accordingly?

Jake Skelington [3:26 PM]:

https://xdaforums.com/pixel-2/help/oem-unlocking-grayed-vzw-pixel-2-t3776763/page6#post77030233

https://xdaforums.com/pixel-2/help/bought-pixel-2-directly-google-verizon-t3808161

https://xdaforums.com/pixel-2/help/google-pixel-2-july-update-verizon-oem-t3811680

I post as allcaps33 on xda developers

Basically, I had to unroot and revert to stock to update my device (Pixel 2)

And when I tried to unlock the bootloader to try out Android P, I noticed that I've been shafted from "OEM Unlocking"

The one thing in common on these threads is that a VZW Sim card was in the phone upon a factory reset. When the phone loaded up, it automatically downloaded VZW based soft/firmware.

It's the only thing I can think of that would lock the phones.

VZW = Verizon Wireless

I bought this phone directly from Google. I made SURE it was NOT the VZW variant.

Sandy S [3:33 PM]:

I am sorry that, as the Android P is the developer preview version, it would have certain issues until the original version is released. The Android P is still in processing. It is not the full version.

Jake Skelington [3:33 PM]:

Not the point. The point is that my phones bootloader is now locked.

And as I said earlier, I can't even install Android P. So I don't have issues with AP, I have issues with Android O (8.1)

Sandy S [3:35 PM]:

Is it the Verizon version?

Jake Skelington [3:35 PM]:

No

Again, I bought the phone from Google to AVOID the Verizon variant

Sandy S [3:36 PM]:

Could you please help me with the IMEI number of the device?

Jake Skelington [3:36 PM]:

Yes :)

One sec...

Sandy S [3:37 PM]:

Sure!

Jake Skelington [3:38 PM]:

*************** (IEMI removed for security)

I wish I could send a screenshot XD

Sandy S [3:39 PM]:

Have you tried resetting the device?

Jake Skelington [3:39 PM]:

Lulz yes, that *is* what caused this fiasco

Resetting won't fix this, it was caused by an update. You cannot revert/roll back to a previous version without *unlocking the bootloader*

Sandy S [3:43 PM]:

Jake, I'd like to inform you that you'll be able to use any network SIM card on the device.

The device from Google Store comes with Bootloader unlocked.

Jake Skelington [3:43 PM]:

Lulz. That is not useful info. I'm well aware the Google Store device is *supposed to be* unlocked.

Sandy S [3:44 PM]:

Okay, please check if the OEM option is grayed out on the device.

Jake Skelington [3:44 PM]:

I am saying that either a Google or VZW updated *locked* the device.

It is

Sandy S [3:44 PM]:

Gotcha.

No worries, thanks for providing the details.

Jake Skelington [3:45 PM]:

And I've already tried both fastboot oem unlock commands. Fastboot just hangs or exits with error

Sandy S [3:45 PM]:

Let me go ahead and check the replacement options.

Please help me with the shipping address and the best contact number.

Jake Skelington [3:47 PM]:

But why replace the phone if this going to happen again?

Sandy S [3:49 PM]:

Please do not worry, it would not be repeated. Our engineers are already working on this.

Jake Skelington [3:49 PM]:

What proof can you provide?

Is there a public statement? An article?

There's nothing on kernel.org or repo or githhub or project zero or even CVE

Why would I want the same thing if there is no incentive to fix it?

Sandy S [3:52 PM]:

I understand your point of view Jake. This is the best I can offer you and please be assured, this is not going to happen.

In this case, I will also followup with you on an email so that if you face any issues in future, you can just reply to my email and I would check on it.

Jake Skelington [3:52 PM]:

I haven't received an offer.

A replacement of the same broken device is not an offer.

Sandy S [3:55 PM]:

Please do not worry, once the device is replaced nothing is going to happen.

Jake Skelington [3:56 PM]:

What is my assurance and your proof?

Because I know how this works. I get a refurbished phone. Most likely more dumpy than the one I have now. And upon updating it, will have the same problem.

I am trying to (A) solve the current problem that most likely affects hundreds of Pixel 2 users and (B) not have this problem arise in the future

A simple replacement of a device with the *same* issues does not, and will not fix this

Sandy S [4:00 PM]:

I am going to followup with you on email and if it happens again you can just reply to me and I would take care of the issue.

Jake Skelington [4:01 PM]:

Here is why I am reluctant to do this:

Others have replaced their Pixel 2s with this exact see issue. And have ended up right where I'm at now.

*exact same issue*

I'm not here to con money or new equipment. I'm looking for a legitimate fix for this issue.

I don't want or need money. I don't want or need a new device. I need information.

I have (access to, and copies of) the Android source code. What I don't have is the the signing keys for the bootloader. I fully understand that I will never get access to them, and that shouldn't be relevant to a device like this.

What I, and hundreds (if not thousands) of other people need and want is the freedom that Google once promised us.

Will it take a class action lawsuit for something this trivial?

Sandy S [4:12 PM]:

I can relate to you and surely understand the concern. Getting the device in Android Beta has it's changes over the device software and it is only recommended for developers.

Jake Skelington [4:12 PM]:

Again. I. Do. Not. Have. The. Beta.

Sandy S [4:12 PM]:

We would like to provide the best possible resolution to get this addressed with least efforts.

Jake Skelington [4:13 PM]:

This. Was. Caused. By. An. Update.

The beta is irrelevant in all of this.

The only focus here is the locked bootloader.

Sandy S [4:14 PM]:

Please rest assured, the replacement of the device would take care of the concern.

Jake Skelington [4:14 PM]:

No it won't. I can verify that.

Sandy S [4:14 PM]:

I understand you are concerned of the bootloader being locked and as informed while enrolling into beta, the device could have some stability concerns.

Jake Skelington [4:14 PM]:

It's in the links above.

I never got the beta installed.

Android P has *never* been on this device

As it is *locked*

Sandy S [4:15 PM]:

Please allow me a minute here. I might have got this wrong.

Sorry about the confusion here!

Could you please confirm if you haven't enrolled into Android P and are facing this concern after the update that is July Security update?

Jake Skelington [4:17 PM]:

I can, do you need a screenshot?

Sandy S [4:19 PM]:

That shouldn't be needed, Jake. When was the update being performed over the device. Is it today?

Jake Skelington [4:20 PM]:

No, the bootloader has been locked since June 25, 2018

Sandy S [4:21 PM]:

You've informed earlier that an update has caused this concern.

Could you please help me with the update that was performed and when was it performed?

Jake Skelington [4:21 PM]:

Yes.

I didn't receive the update until the 24th of June.

The update is marked June 5 (security patch)

Sandy S [4:23 PM]:

Thanks for the information.

Jake Skelington [4:23 PM]:

When I tried to install the developer preview by fastboot all command failed or fastboot just hung there like the phone wasn't connected

Sandy S [4:24 PM]:

Did you try resetting the device from Settings app to check if you are able to fastboot from bootloader?

Jake Skelington [4:24 PM]:

But when I would start with "fastboot devices" it would display the serial number, indicating that the phone was indeed connected

Yes. The phone itself was fully stock while attempting any fastboot commands.

And the actual settings apk was what I used for the factory reset.

I did a factory reset before AND after the update

Sandy S [4:25 PM]:

Are we chatting over the same device now?

Jake Skelington [4:26 PM]:

Yes

Sandy S [4:27 PM]:

Now that the device is not able to take apk, I'd recommend we check with resetting from Settings.

Jake Skelington [4:27 PM]:

Luls. The settings apk and settings app are the same thing

Sandy S [4:27 PM]:

By doing this we would be able to ensure the device is reset with credentials and when setting up original credentials to setup are not required.

Jake Skelington [4:28 PM]:

And even with resetting, the update remains. Which is what causes this issue.

Sandy S [4:28 PM]:

Thanks for clarifying. When you referred apk I've taken it to be an apk file.

Jake Skelington [4:29 PM]:

Lulz, np

Sandy S [4:30 PM]:

Now that we've verified that reset was performed and still the OEM unlocking isn't getting activated, at this instance we are recommended to check with replacement. However, I understand you'd like to get more information in this regard.

Please allow me a minute while I check with my specialist.

Jake, we do have an option to replace the device if you'd like to.

Jake Skelington [4:33 PM]:

Again, why replace a broken device with a broken device?

Sandy S [4:34 PM]:

The replacement would be Google variant and would be bootloader unlocked, Jake.

Jake Skelington [4:35 PM]:

No, it wouldn't. Because as soon as I update the device you send. I will have the same problem

Again, others have already gone through this. Same results every time

Google sends phone. Marketed peon receives phone. Phone breaks with update. Peon back on support chat with same issue.

Again, I do NOT want compensation or replacement. I need a resolution.

Sandy S [4:37 PM]:

At this instance, we are unable to identify the exact reason for this to happen is software update. Please don't completely rely over information on third party websites.

Jake Skelington [4:38 PM]:

This isn't third party.

It's my personal experience.

As I said, I posted elsewhere to confirm this is not just random. Others have experienced this as well

Sandy S [4:39 PM]:

I am sorry that, the replacement is the only option you have.

Jake Skelington [4:40 PM]:

I.

Me.

Myself.

Posted as allcaps33 on XDA.

And there is always several options.

Sandy S [4:42 PM]:

As the issue still persists after resetting the device, we can process a replacement for you and we'll make sure that you wouldn't be experiencing any issues with the replacement device.

Rest assured, Jake. Usually this couldn't happen on the device and you'll have a great experience with the replacement device.

Hope you understand our limitation in this regard.

Jake Skelington [4:46 PM]:

There is absolutely no assurance that this resolves the issue. And I'll have the same experience as I do now.

Sandy S [4:47 PM]:

Rest assured, I am always here to continue my support via email.

Jake Skelington [4:48 PM]:

So can a fix to this issue be emailed to me?

Sandy S [4:50 PM]:

This issue would be fixed by replacing the device.

Jake Skelington [4:52 PM]:

What proof do you have?

I have direct experience that indicates otherwise.

Sandy S [4:56 PM]:

I'm positive that you will not experience this issue with the replacement device and you also have my email address for getting in touch with me for any concerns. I will be happy to help you further.

Please help me with the shipping address and the best contact number.

You've been pretty quiet. Are you still there?

It's been quiet long that you have not responded. Just wanted to check are we still connected.

It looks like you may have left the chat. In order to assist other waiting customers, I'll have to end our session if I don't receive a reply from you. No worries - you can always start a new chat with us when you return.

Thank you for contacting Google Hardware chat support. Your chat session is now complete.