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My Pixel has a manufacturing defect

9to5google.com

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Re: My Pixel has a manufacturing defect

#231

Post by WhitneyLand »

The "easy" part of great support is top down commitment, and investing good money. The hard part is spending it optimally so it produces real value.

For example, do Google call center reps make $20/hr like Apple reps or close to minimum wage? Hire a little less, and pay a little more to avoid cable company quality.

How to make do with less reps? Use a fantastically convenient online system and drive people to it. Use machine learning to detect when a ticket should be immediately escalated to a real supervisor, or actually to an exec or the product team.

Constant social media scan and preemptively open tickets or escalate based on content.

All reps required to maintain a satisfaction review score of >= x. This rule would require empowering them to make good faith decisions as in case above.

Re: My Pixel has a manufacturing defect

#232

Post by Fnoord »

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.

> but last time I was there, electronics were generally much more expensive than in the US.

There are various factors:

* VAT is always included unless (if its aimed at business solely, like IBM, then this doesn't seem to be the case, but then that is being mentioned)

* Relatively low EUR. The EUR also isn't doing so well compared to the USD.

* Storage tax. This to compensate the entertainment industry.

* Environmental taxes.

The price you see in store is the price you're gonna pay (excluding S&H but the seller has to inform you on that before the sale is finalized). I find that practical.

> since they preclude inexpensive short-term-use or disposable electronics.

Which I consider a great thing because its better for the environment (although not good enough).

I'm not interested in buying a new phone every year because the software isn't updated anymore, or because the battery isn't allowing me to use the phone for a whole day anymore.

That's why -after burning myself with various cheap and expensive brands- I got myself a Fairphone. No, it isn't perfect and it won't run the latest version of Android, but at least it will have all security & reliability fixes backported. Monthly. At the very least its a step in the right direction, and the Fairphone is leading by example.

Re: My Pixel has a manufacturing defect

#233

Post by WhitneyLand »

imchillyb wrote: post #167

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…

Wow I thought you were being a jerk, but after looking at the pics I'd judge some of what you said as plausible.

Of course, no way is it conclusive, so I don't see how it justifies how the support played out.

Re: My Pixel has a manufacturing defect

#234

Post by govind201 »

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…

Been here. I'm currently going on 2 months without a phone, since Google is still processing my warranty replacement (they promised 3-5 business days at the outset). As a friend of mine says "it's a monopoly issue. Usually if you're not well served you stop buying a service, not the case with Google." https://twitter.com/govind201/status/804559006551244800

Re: My Pixel has a manufacturing defect

#235

Post by ajmurmann »

eli wrote: post #133
X86BSD wrote: post #113

First google is no apple. Don't expect that level of service. They simply don't care. Second it's not just with their new phone the pixel they support poorly. Try having problems with google fiber. The stories of them taking a year and a half or over two years to deploy fiber 400 feet or to a house next to a house with it or an apartment already wired for it is insane. I don't think they have they really care about s…

Aren't they officially backing away from fiber?

Yes, they made a ridiculous marketing speak non-announcement about that about a month or two back.

Re: My Pixel has a manufacturing defect

#236

Post by SomeStupidPoint »

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…

Your experience is basically why I use both Azure and AWS, but have never even tried GCE despite their many promising features.

I've had great support experience with both Azure and AWS, but simply don't want to risk needing support on a Google product. Not worth the headache.

Re: My Pixel has a manufacturing defect

#237

Post by jahnu »

edoceo wrote: post #200
tokenizerrr wrote: post #198

Earlier quoted context omitted.

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"

What did you migrate to?

Re: My Pixel has a manufacturing defect

#238

Post by tokenizerrr »

edoceo wrote: post #200
tokenizerrr wrote: post #198

Earlier quoted context omitted.

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"

I'm not exactly sure what I'm using. I registered for a free organization years ago for my domain with gmail, and still have that. It says its G Suite in the control panel.

However, using this disables all kinds of google now functionality, and other stuff, as mentioned in the posts above.

Re: My Pixel has a manufacturing defect

#239

Post by j3FF3ry »

Kipters wrote: post #204
jasonlotito wrote: post #105

Earlier quoted context omitted.

In the last 5 years, I've had better customer service from Dell then Apple. In fact, in one day, I deal with both Apple and Microsoft customer service, and Microsoft won, hands down. I'm not going to pretend that Apple's customer service is horrible, but I can safely say that they aren't special anymore. Maybe I've just been incredibly unlucky, but simply put, their customer service is lackluster at best. Edit: Just…

Same as my experience. I've had four awesome experiences with Microsoft support. 1. Microsoft Band, a month after its warranty expired (bought in the USA), they still replaced it for free because of plastics wear, a common issue for that version 2. GF's Surface RT: faulty touch screen 1 year and half after she bought it, replaced for free, no questions asked, they even sent the replacement before I shipped the faulty…

Did they ask to hold the full retail value of the device for the advanced replacement? Because when I was having issues with my surface book they asked me to send it in. At that time I couldn't be without the device and I asked for an advance replacement. At that point they wanted to hold the full retail amount until they received the new one.

I went ahead and did it but I struggled since it was not a small purchase price. I received the replacement and sent the defective unit back. Expecting the hold to be released with in 2-3 business days after they received the defect unit. Nope. They ended up holding the money for 15 business days.

I don't know if I'll ever buy something Microsoft again.

Re: My Pixel has a manufacturing defect

#240

Post by devsquid »

SomeStupidPoint wrote: post #236
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…

Your experience is basically why I use both Azure and AWS, but have never even tried GCE despite their many promising features. I've had great support experience with both Azure and AWS, but simply don't want to risk needing support on a Google product. Not worth the headache.

Huh strange, I've had excellent customer experience with GCE and Google in general. AWS also has excellent customer support.
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