My Pixel has a manufacturing defect • Hacker News Board

Re: My Pixel has a manufacturing defect

#151

Post by csallen » Sat, Dec 10, 2016, 4:21 PM UTC

As a counter data point, my Pixel XL's speakers started malfunctioning about 3 weeks after I bought it. I called customer support, waited on hold for about 10 minutes, went through a series of debugging steps with the guy on the phone ("Have you tried restarting the device?"), and then they shipped me a replacement for free.

Also important to realize that the denominator matters. Seeing a murder on TV every day doesn't necessarily mean that the world is in chaos. And seeing a couple of anecdotes about an issue doesn't necessarily mean it's widespread.

That said, if I were the OP I'd be pissed and blogging about it, too.

Re: My Pixel has a manufacturing defect

#152

Post by a3n » Sat, Dec 10, 2016, 4:21 PM UTC

rfrey wrote: post #5

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

Really? Why not?

Their entire business is based on data analysis. If their lack of customer and end user support was analytically shown to be a danger to their profits, they'd take action immediately. Computer says "no problem."

In Japan in the 70s and 80s, analysis showed that it was cheaper for Japan to build strongly reliable cars, because of the distance and shipping costs to their markets. And thus "reliable Japanese cars" became a thing.

Today in California, data shows the opposite, for Google. It's cheaper for them to suck.

It's not personal, it's just data.

Re: My Pixel has a manufacturing defect

#153

Post by tzs » Sat, Dec 10, 2016, 4:22 PM UTC

donretag wrote: post #136

"but in fact had never taken the plastic “screen protector” off of the display when I received the device" Notwithstanding the awful condescending tone from the CS rep, I once did actually have this issue. I purchased a cheap smart phone for an around the world trip since my CDMA/Sprint phone would not work overseas. I knew that the camera would not be iphone quality, but I felt that the images (8MP) could have been…

I've seen devices where there was no mention in the "unpacking and setting up" section of the manual that you should remove the protector, and there was no tab or flap sticking out to make it obvious to do so.

Given that there is a thriving market for third party screen protectors, it is not unreasonable in such a case for the consumer to think, "Cool! They included a screen protector so I don't have to go buy one myself!" and leave it on.

Re: My Pixel has a manufacturing defect

#154

Post by tw04 » Sat, Dec 10, 2016, 4:23 PM UTC

vinay427 wrote: post #145

pwg wrote: post #138

Earlier quoted context omitted.

> 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.

As a customer. And good on them for taking care of their customers. But then again they're also selling something to their primary customers. Try being a seller on Amazon and see what you think of the customer service. There was a post here just the other day about someone losing all access to their seller account because they changed a name on their personal kindle... that's ridiculous.

Google doesn't interact directly with their primary customers. They provide free services that draw eyeballs to serve up ads. That's it. If they were selling you access to google search (their primary means of income), I would imagine you'd find a much better experience.

Re: My Pixel has a manufacturing defect

#155

Post by vinay427 » Sat, Dec 10, 2016, 4:25 PM UTC

nothrabannosir wrote: post #13

snvzz wrote: post #12

Earlier quoted context omitted.

Implying Apple service is any good. (See: bendgate)

Apple service is next to perhaps only Amex, if any. Perhaps.

Along these lines, Discover has also been fantastic in my experience. One of the only no-annual-fee cards that gets you a person on the phone with no automated button pressing.

Re: My Pixel has a manufacturing defect

#156

Post by kirubakaran » Sat, Dec 10, 2016, 4:26 PM UTC

a3n wrote: post #152

rfrey wrote: post #5

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

Really? Why not? Their entire business is based on data analysis. If their lack of customer and end user support was analytically shown to be a danger to their profits, they'd take action immediately. Computer says "no problem." In Japan in the 70s and 80s, analysis showed that it was cheaper for Japan to build strongly reliable cars, because of the distance and shipping costs to their markets. And thus "reliable Jap…

I don't think that reputation works that way. The data might say "all good" almost till the point of no return.

Re: My Pixel has a manufacturing defect

#157

Post by a3n » Sat, Dec 10, 2016, 4:27 PM UTC

6stringmerc wrote: post #29

funnyfacts365 wrote: post #6

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

Kind of with you on that one, but if "United Breaks Guitars" is an indication, sometimes large corporations don't learn on the first go around.

Nor do consumers.

Re: My Pixel has a manufacturing defect

#158

Post by vinay427 » Sat, Dec 10, 2016, 4:27 PM UTC

csallen wrote: post #151

As a counter data point, my Pixel XL's speakers started malfunctioning about 3 weeks after I bought it. I called customer support, waited on hold for about 10 minutes, went through a series of debugging steps with the guy on the phone ("Have you tried restarting the device?"), and then they shipped me a replacement for free. Also important to realize that the denominator matters. Seeing a murder on TV every day doesn…

This was about equivalent to my experiences with the Nexus 4 and Nexus 5, which is why I was also mildly surprised with this post. They even adopted an unofficial one-time accidental damage replacement policy after a while.

Re: My Pixel has a manufacturing defect

#159

Post by cylinder » Sat, Dec 10, 2016, 4:28 PM UTC

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…

I've had excellent experiences with Google on the hardware warranty side (Nexus) FWIW.

Re: My Pixel has a manufacturing defect

#160

Post by stickydink » Sat, Dec 10, 2016, 4:29 PM UTC

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.

Sennheiser. I had a pair of reasonably expensive (~$250) headphones and the left ear went a week after my 2 year warranty expired. I knew it was basically just the cable (which was detachable), since it worked with a spare. But the official cable has an angled, custom fit and so it sits flush.

I filled in an online form, printed the pre-paid label, dropped it off at UPS. Within a week, no questions asked, a brand new pair showed up in the retail box (with another box, set of batteries, extension cables).

I've always found returns to manufacturers a huge pain in the ass, this was the first that wasn't.