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My Pixel has a manufacturing defect

9to5google.com

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Re: My Pixel has a manufacturing defect

#91

Post by Grazester »

tamcap wrote: post #10
rfrey wrote: post #5

If Google wants to charge Apple iPhone prices, they can't continue with Google level service.

That was literally my thought. Apple doesn't have the best customer service ever, but it's pretty decent and people that have warranties seem to leave happy. a) if the author speaks the truth (and I have no reason to believe otherwise) that the was never dropped - Google should fix it. That much is obvious. Now, the b). b) C'mon Google - you know the author is a techie / twitterer / reviewer - of all the people to an…

I am no Apple fanboy but Apple's service is the best I have come across. On a side note I had Google replaced my Nexus 4 because the side buttons became a bit difficult to press after 5 months. It was painless. They send a replacement, I sent them the old one. I was happy.

Re: My Pixel has a manufacturing defect

#92

Post by sergiotapia »

Just like everything related to Google their support sucks ass. It's why I won't use their new Domain registration service, why would I pay money to hop through automated support hoops.

They are automated to a fault, and people still fall for it.

Re: My Pixel has a manufacturing defect

#93

Post by JshWright »

vesinisa wrote: post #61
funnyfacts365 wrote: post #6

And now, after the PR shitstorm for reaching HN's frontpage, all will be solved in a couple hours...

The sad part here is that these phones cost like $200 (edit: sorry, read $20) to manufacture per unit. The $750 price tag is mostly in the SW and supporting infra. The guy talking for a couple of hours with customer support actually soon becomes more expensive for the company than just taking their word for it and shipping a replacement. And that's before you count in the brand devaluation when the guy finds out thei…

It $20 a typo there? The bill of materials alone is likely in the $250 range. Then add the actual assembly cost, shipping the products to the US, etc, and the basic "manufacturing" cost per unit is likely somewhere around $300.

Re: My Pixel has a manufacturing defect

#95

Post by shakna »

mannykannot wrote: post #83
shakna wrote: post #8

Waiting to see when this crops up here, and how it'll fly considering Consumer Rights [0]. It falls into minor, so Google will have to: * free repair, (with a repair notice describing the fault) * replacement (must be the same condition as the purchase, so no second hand!) * refund (the same amount you have already paid, provided in the same form as your original payment.) And of course, the kicker: > You are entitle…

If it is not already happening, can we expect more arbitration clauses in purchase agreements, or does the law already rule that out? (There will be different answers in different jurisdictions, I expect.)

Within Australia, Consumer Law overrules any and all conflicting arbitration clauses.

For example, "extended warranties" you pay for are considered useless, and the ACCC recently did a public awareness campaign against them.

Why? Products are guaranteed to last a "reasonable lifetime", where precedent determines reasonableness.

Precedents I know:

* "Dumb" phone, 10 years

* Smartphone, 5 years

* Fridge, 10 years

* Car, 8 years

* Laptop, 5 years

* Tablet PC, 3 years

Re: My Pixel has a manufacturing defect

#96

Post by garrettgrimsley »

massysett wrote: post #87
ghshephard wrote: post #52

Earlier quoted context omitted.

If you have a desktop computer, and particularly if you have a Server, Dell was pretty phenomenal (though I presume the same model was followed by HP as well). They will come on site, and, if you have an expedited warranty, they will come on site same day, sometimes within a few hours. When I ran IT, it was great to put a call into them, run through a bit of online troubleshooting, and then have them dispatch (separa…

> Dell was pretty phenomenal If you had enterprise-grade equipment. Their consumer support was absolutely horrible.

I used to repair Dell consumer equipment at my job, and Dell Complete Care was hands down the best warranty out there.

Re: My Pixel has a manufacturing defect

#97

Post by jdavis703 »

I have to add an anecdotal counter point to the Google support is so terrible line.

My Nexus 6P had a screen defect (couldn't detect touches anymore). I called support and 20 minutes later they were shipping me a new phone and a box to send in my damaged phone.

I also had to contact them for support on their DFP product. Received an email back a couple of hours later with a detailed explanation of what was happening that answered all my questions.

Maybe I'm just an outlier, or maybe people don't write about their good support experiences.

Re: My Pixel has a manufacturing defect

#98

Post by andr »

This is certainly an area where tech companies can learn from retail. You've probably heard of the Nordstrom employee who allowed a customer to return a Bloomingdale's purchase. And it's no isolated accident - stores, hotels and other experience-oriented businesses give their employees a per-incident budget to make things right for the customer, even if it's entirely the customer's fault.

It's another question how to do that at scale and over the internet.

Re: My Pixel has a manufacturing defect

#99

Post by kps »

pingec wrote: post #59
WhitneyLand wrote: post #41

Earlier quoted context omitted.

>Apple doesn't have the best customer service They don't? Who does then? Now if you want to say they're not perfect and they've had their problems, I would agree with that.

From my experience, it's Logitech.

I'm still angry at Logitech for deliberate anti-support of my Spaceball 5000. The driver handles it fine, but has to be manually tricked into tolerating ‘obsolete’ models.

Re: My Pixel has a manufacturing defect

#100

Post by thenomad »

WhitneyLand wrote: post #41
tamcap wrote: post #10

Earlier quoted context omitted.

That was literally my thought. Apple doesn't have the best customer service ever, but it's pretty decent and people that have warranties seem to leave happy. a) if the author speaks the truth (and I have no reason to believe otherwise) that the was never dropped - Google should fix it. That much is obvious. Now, the b). b) C'mon Google - you know the author is a techie / twitterer / reviewer - of all the people to an…

>Apple doesn't have the best customer service They don't? Who does then? Now if you want to say they're not perfect and they've had their problems, I would agree with that.

Herman Millar.

"My chair's seat fabric has torn a bit. Is there anything you can do?"

"When did you buy it?"

"Erm, around 6 years ago, I think."

Checks records

"No problem, an entire replacement seat will turn up in a truck tomorrow. We'll fit it and leave your chair good as new. Have a nice day, sir."

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