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My Pixel has a manufacturing defect

9to5google.com

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Re: My Pixel has a manufacturing defect

#141

Post by morganvachon »

thenomad wrote: post #100
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.

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."

Indeed. I have a backpack made by Tumi, it was my brother's bag from around 2001 or so. When he passed away in 2005 I inherited it, and a few years ago I finally noticed it had a little RFID tag and barcoded serial number embedded in it. I went on their website and looked it up, he had never registered it. So I registered it and found that it has a lifetime warranty, even though they stopped making that model years ago, and if it ever has a defect they will fix it or replace it with an equivalent bag. That's some damn fine customer service right there, and it's a shame Google's support is falling on its face when compared to furniture and backpack companies.

This article is one more piece of news that makes me glad I excised Google from my life almost completely (I haven't found an alternative to my Nvidia Shield TV yet, but I'm looking).

Re: My Pixel has a manufacturing defect

#142

Post by msabalau »

myko wrote: post #19
rfrey wrote: post #5

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

Having had a defect on a Nexus device before I would have said that Google already has Apple level service for hardware purchased directly from them. They shipped me a new phone and a box to return the old phone in, super easy. I find what happened to this individual shocking - I hope this is not the future of Google's support.

Google shipped me a replacement Nexus 5 for free after I broke the screen dropping it. I wouldn't have even called on an issue that so obviously my fault, but there had been reporting that Google was replacing phones in these instances. The rep mentioned that he knew of this reporting, clarified that this wasn't their policy, and helped me out anyway.

While that level of customer service might have been too generous, Google clearly needs to do a lot better that the support they are apparently providing for the Pixel.

Re: My Pixel has a manufacturing defect

#143

Post by g4k »

georgyo wrote: post #73
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.

Without a doubt Dell has much better customer focus for technical people. The 4 year support contact w/ accidentally costs the same as 4 years of apple care, but Dell's covers everything except lost and wore down batteries. Apple requires that you book an appointment at one of their stores, go there, wait on line anyway because there are people who don't want to book online, have someone who can't fix hardware proble…

When I had the keyboard repeat issue with my XPS 13 the the Dell customer support told me, that I do not have a problem at all and that they would not help me. I asked if I can send them the device so they can check it, but they told me it is not possible to send a device to Dell for repair.

Only after I posted my experience on a public forum I was contacted by a Dell social media person in the US who then organized support from Dell Netherlands.

Re: My Pixel has a manufacturing defect

#144

Post by shakna »

wyager wrote: post #103
Fnoord wrote: post #39

Earlier quoted context omitted.

> If Google wants to charge Apple iPhone prices, they can't continue with Google level service. This differs per jurisdiction, but in general you are entitled by law to receive a working device without flaws. In my jurisdiction this even extends beyond warranty. For example, you can expect a car, a door, or a guitar to work beyond 2 years. This law is irregardless of what you paid for the product or what the perceive…

Does this apply in the US? I'm only aware of mandatory warranty periods in the EU. Personally I think they're a bad thing overall, since they preclude inexpensive short-term-use or disposable electronics. I haven't done a thorough market survey or anything, but last time I was there, electronics were generally much more expensive than in the US.

They exist in Australia, too. And electronics are more expensive, but so is everything.

Re: My Pixel has a manufacturing defect

#145

Post by vinay427 »

pwg wrote: post #138
ssijak wrote: post #79

Google support and customer relationship is horrible. One day I enabled Youtube partnership out of curiosity (it was enabled for my country so I enabled it than on my account to see what it is about). Few days later I tried to login to my adsense account only to find it disabled! Problem is I have never enabled adsense on any website, I do not have or post youtube videos, or have done anything to violate the terms. I…

> Why would I continue to pay for their other services if I can expect that they can ban me from them for no reason and without explanation or support?! Exactly . Which should be a huge hint to get yourself off of google services and thereby stop paying them. Like all big corps. their feedback loop consists of: customer continues to pay -> everything must be ok

Google certainly doesn't represent all big corporations. I've had excellent experiences contacting Amazon as a consumer, and have almost always had my issue resolved with clear answers, store credits if needed, etc.

Re: My Pixel has a manufacturing defect

#146

Post by AstralStorm »

tdkl wrote: post #62
lgeek wrote: post #11

I'm not saying that he's necessarily dropped it or that it's okay for the CS rep to have accused him of that, but my 4+ year old Galaxy S3 has the same sort of bubbles in two corners on which it has been dropped so I get why that was the first question asked.

Isn't there a burden of proof to claim the device was dropped ? If there's no visible damage from a supposed impact, then any company can just use this as an excuse.

No they cannot under EU law, they have to demonstrate damage came from an impact.

Re: My Pixel has a manufacturing defect

#147

Post by gnufied »

georgyo wrote: post #73
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.

Without a doubt Dell has much better customer focus for technical people. The 4 year support contact w/ accidentally costs the same as 4 years of apple care, but Dell's covers everything except lost and wore down batteries. Apple requires that you book an appointment at one of their stores, go there, wait on line anyway because there are people who don't want to book online, have someone who can't fix hardware proble…

I can echo this. Even in India - Dell replaced my wife's motherboard which was slightly out of warranty by sending a tech. support to our home with replacement motherboard.

On other hand - I have written a entire blog article about how shitty Apple customer care in India is - http://gnufied.org/2011/08/30/the-applecare-story/

Re: My Pixel has a manufacturing defect

#149

Post by vinay427 »

wyager wrote: post #103
Fnoord wrote: post #39

Earlier quoted context omitted.

> If Google wants to charge Apple iPhone prices, they can't continue with Google level service. This differs per jurisdiction, but in general you are entitled by law to receive a working device without flaws. In my jurisdiction this even extends beyond warranty. For example, you can expect a car, a door, or a guitar to work beyond 2 years. This law is irregardless of what you paid for the product or what the perceive…

Does this apply in the US? I'm only aware of mandatory warranty periods in the EU. Personally I think they're a bad thing overall, since they preclude inexpensive short-term-use or disposable electronics. I haven't done a thorough market survey or anything, but last time I was there, electronics were generally much more expensive than in the US.

Keep in mind the VAT is also includes by law in the price in EU countries. This is almost never the case in the US where sales tax (~ 0%-10%) is added on top of the listed price.

Re: My Pixel has a manufacturing defect

#150

Post by tomcam »

JoeAltmaier wrote: post #77

My friends Grandpa (I know, hearsay) couldn't wear a regular watch, because the innards would become green goo in a couple of weeks and the watch would be ruined. So some people may just be out of luck on this one.

Possibly the most mysterious post I have ever read on this site.
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