[Google Pixel 3 XL Guides, News, & Discussion] Knight77:
Taking inspiration from other threads I decided to create one for the Italian orders and relative status.

I would describe the evolution of my order as bizzarre and the support by Google (via chat and phone) useless , if I want to be nice, but almost offensive by some point of view.

I ordered the phone on October 16th and the delivery date I got was between November 6th and 8th.

After a pair of days I see it change to between October 31st and November 2nd.

This monday (Oct. 29th) they charge the credit card and I suppose they are about to ship the order but the next day the status change to "Your delivery was delayed. We're working to get it to you soon and will email you when it's on its way."

This happened without a mail about it and no other warning. I just knew it because I was giving a check to the order page time by time during the day.

This is the first wrong thing.

At that point I tried to contact Google customer care via chat and I got some ridiculous response, like:

Me - "It (the order) has not yet shipped as status, my question is : when do you think it will be shipped"

Google CS - "Did you receive a mail with the tracking number?"

Me - "Obviously not otherwise I wouldn't say "It (the order) has not yet shipped as status, my question is : when do you think it will be shipped"

Me - "The initial estimate delivery date was between October 31st and November 2nd but it's not yet shipped and looks like there is some delay"

Google CS - "I checked and the estimate delivery date is between October 31st and November 2nd"

Me - "Yes I know and I was the first saying it"

Google CS- "Sadly we are not able to have update about the order shipping"

Me - "Well you are kind but if you cannot even provide this information why to contact you? I mean you just are reading what I can read from the website"

These are just some examples but the feeling was that try to contact Google Customer Service was totally useless and in some occasion looks like they didn't even read what I typed and just replied with some basic copy and paste standard sentences.

Then I contacted the Google Customer Service via phone and in the few words I can say that the feedback is almost the same. The guy said he keep on seeing estimate delivery within November 2nd and I just have to wait and I cannot do anything, even if nothing has been shipped yet and it's almost impossible to deliver within tomorrow. Nothing to do: they see November 2nd and there is nothing you can say or do even if is clearly impossible and they are late - as Google wrote in my order page.

If I do not receive anything within tomorrow I can contact them again.

This customer-not-support has been the second wrong thing.

Now no one knows anything. I cannot cancel my order (and I

do not want to

), they already took the money and no one is able to tell me why they didn't ship and when they are gonna do it. Seeing the attitude and the modus operandi of the customer service and Google itself no one can forbid me to think that this situation might evolve in a loop where money is taken, things do not ship and no one can provide any information. For days? Weeks? I know I'm pushing and is a provocation but...based on this would you bet it would be impossible?

I really love Google and I always supported it but I am really disappointed by the way they are managing this: from the delivery dates dance, passing to the money/shipping process, finishing with the customer service. About the last one I am not complaining about the people (well about a pair of them yes...) but mainly about the fact that is really a waste of time to interact with them because they just tell you what you can actually see on the order page.

Sadly even if Apple became more "mass market" looks like they still have another level by this point of view and you can't immagine how piss me off saying it. I hope to be surprised and I hope the experience and time will change my idea about this but by now there are no elements to do it.

I know we're not talking about matters of life and death but this is a cellphone forum so I find proper to comment here also because I've seen I'm not the only one.

Last but not least I would like to remind that we're not talking about spending some cents but a good amount of money and usually "I do not scratch it from the walls" as we say here...