It's not the first bad story of Pixel support I've ready, and for the money you have to pay for a Pixel, I think it's a deal killer for me. I will say that I had my Nexus 5 replaced twice, the last time was on the last possible day of the year warranty (I didn't realize it until the guy told me I'd called a few hours before my support ran out). Both times I got a new unit (refurb that was like new?) sent to me, befor…
My understanding is that the Pixel is different than the Nexus: it's not a "developer" device, it's in the standard consumer channel, so return policies are typically based on the carrier.
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…
The good experiences don't especially matter in evaluating the quality of a support organization, the outliers do. It kind of goes without saying that any support organization will not completely hose everyone who calls. Most cases are easy, most people on the front lines know what they're doing well enough to handle the easy cases, most supervisors can spot a mistake and fix things. That's not excellence, that's the baseline.
The difficulty involved in the outlier cases getting a proper escalation up the chain of command to someone empowered to make the right decision is how to measure the value of a support organization.
Mine does too, I'm on the phone with Verizon ordering a replacement. My problem, the audio just went out all of a sudden with a pop when I was on a call. Now none of the audio works. I started with Support on Google, they were good, then I transferred to Verizon, they were good too.
I had a Pixel which literally slipped half an inch to the floor and the screen cracked. Verizon told me that it was damage that I did and thus they wouldn't replace it. I complained that no phone should just crack from such a small fall; that the phone isn't made right if that happens.
No dice. Had to replace the screen. Which I did. Then I returned it for an iPhone SE. And that iPhone has survived much harder drops with no damage whatsoever.
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'll second this. Dell sent a contractor to my home on Thanksgiving day to replace a laptop screen on my kitchen table. It took under an hour to replace. I've never seen that level of service from any other company, period.
Lenovo has been exactly the same for me, with their onsite + accidental damage protection. For the same price as applecare, I've more than once broken my laptop screen from a drop, and someone is at my house the next day with a new screen.
Parent comment is talking about being a paying customer of AdSense and still not getting support. The problem transcends the 'you are the product' and goes to "no, their support is terrible even for their paying customers."
Look at it from Google's perspective, unless you are pushing volume and have a dedicated account manager, they will not help you, it'd cost too much for them to do so.
It's going to cost them even more in PR down the line. I'm at the point of not buying an more google products and I know many other people who have had the same experience and sworn them off as well.
That phone was dropped. Deep scratches are clearly visible, as are bits of concrete or asphalt that are embedded between the glass and the bezel. The coloration of the plastic bezel is changed where a /buff-job/ was done in an attempt to remove said scratches. That is a human error problem, not a manufacturer defect issue. I hope they take you to task for lying so blatantly and attempting to stir up trouble. If you'v…
Oh, bullshit. That's lint or something, and those scratches are totally normal. Buffing leaves circular scratches. It looks better than most phones that have been in use more than a week or two.
To my eyes, they don't at all look "totally normal". That is the wear and tear you would develop after several months (or even years) of normal use.
In this case, the phone does look as if it had either a hard fall, or a hard hit against something.
Google is by far one of the worst companies when it comes to support. They really don't care if you pay for their services. In fact, it seems they treat you better if you don't. The whole Gsuite integration they have going on is completely broken. You can't use google assistant or home (completely, some things work), can't use music with family sharing or YouTube red. My gsuite account also have problems connecting w…
The goal of Google Apps is to allow an employer to own and manage accounts for employees. They are fundamentally limited accounts owned by someone else. Sure: you might be your own "employer" and allocate yourself an account, but that account is still subservient to the organization you set up. With this in mind, what does it mean if an employee of a company pays for a month of YouTube Red by themself and then their…
The problem is even if you have an Gsuite account added to your phone, it disables a lot of things. For example, I have my university Google account added to my phone. That automatically disables keyboard backup and sync to my personal account. I can somewhat understand the rationale here, because you don't necessarily want private corporate data being stored in the keyboard on a personal account. But Google doesn't make a distinction between Edu accounts and Business accounts for this. For Edu accounts it's a stupid restriction, and should be something the domain admin can override, but can't.
Google is by far one of the worst companies when it comes to support. They really don't care if you pay for their services. In fact, it seems they treat you better if you don't. The whole Gsuite integration they have going on is completely broken. You can't use google assistant or home (completely, some things work), can't use music with family sharing or YouTube red. My gsuite account also have problems connecting w…
The goal of Google Apps is to allow an employer to own and manage accounts for employees. They are fundamentally limited accounts owned by someone else. Sure: you might be your own "employer" and allocate yourself an account, but that account is still subservient to the organization you set up. With this in mind, what does it mean if an employee of a company pays for a month of YouTube Red by themself and then their…
If Google wants to charge Apple iPhone prices, they can't continue with Google level service.
I've found the Nest protect service amazing. Sure technically they're Alphabet not Google. I complained on Twitter about false positives and how I lost trust in it. They contacted me to say I can get a new replacement of the new version. So I called them and the person spoke perfect fluent English and it wasn't tin can VoIP line. I was more amazed at those two things than getting a new smoke detector. All good fast s…
VoIP usually isn't a tin can (see VoLTE, Google Voice, 99% of VoIP providers), its just some call centers in international locations use g729 which wrecks audio quality & is not fault tolerant, thus when you get an AT&T rep in Honduras on the phone, he sounds terrible.
The goal of Google Apps is to allow an employer to own and manage accounts for employees. They are fundamentally limited accounts owned by someone else. Sure: you might be your own "employer" and allocate yourself an account, but that account is still subservient to the organization you set up. With this in mind, what does it mean if an employee of a company pays for a month of YouTube Red by themself and then their…
I just want to use gmail with my own domain.
That's basically G-Suite. I've was on that platform for >10 years. It's taken about three of them to migrate away from Google. Glad I was never "all in"