by Anura Guruge
on July 19, 2022
Montage of the empty box (with NO labels) & the padded (sealed) FedEx envelope it was delivered in.
This was related to my efforts to get the cracked screen on my ‘Pixel 6 Pro (256G)’ repaired — by Google. After the $259 screen replacement the fingerprint sensor did not work. Google promised to now send me a REPLACEMENT as this was now a warranty issue.
Since I had already BOUGHT a new Pixel 6 Pro (256GB) prior to getting the old one repaired, I told Google I will first send in the defective phone BEFORE they shipped me the replacement. This way they would NOT charge my credit card for the replacement unit — while they awaited my return. I also indicated that I did NOT want a shipping box from Google since I already had several!
I FedExed the return on Friday, July 8, 2022.
Google received the return on Monday, July 11, 2022.
On July 12, 2022, I got e-mails (with tracking numbers) saying they were FedExing — overnight — the NEW REPLACEMENT.
So, I was expecting the REPLACEMENT.
On July 13, 2022, FedEx came & delivered me a padded envelope (sealed & undamaged) from Google. Much to my surprise they didn’t want a signature. I had been told that a signature would be required. {Strange} The envelope was remarkably light.
I opened it. There was a brown box with no labels on it. A genuine, virgin box.
PANIC!
I am holding an empty box rather than a replacement phone.
Googled it! Appears that this does happen, i.e., getting an empty box rather than a phone. All these posts said that it was a NIGHTMARE to get the problem resolved by Google. They were NOT KIDDING.
‘Google Store’ telephone & chat support sucks — sucks BAD!
It took me 3 telephone calls & 2 chat sessions before we finally got to the bottom of why I got an empty box rather than the replacement phone. I spent a total of 6 hours trying to get this resolved! 6 hours. It was NIGHTMARE.
This would have never been the case with Amazon telephone support. They would have fixed it in 20 minutes — max.
Google support was CLUELESS.
I was so desperate that I filed a POLICE REPORT!
Finally on my 3rd call, 6-hours after my 1st call, a Google rep. (who happened to be Indian) worked it out.
My replacement unit was still on the way. It had been delayed. There was NO problem with my replacement. It was coming — but it would NOT get to me for 2 more days.
The empty box was a MISTAKE.
They had send it to me so I could send my ‘damaged’ unit back.
But, I had already sent that in & they had received it.
Plus, I had said that I did NOT want a box to return my unit — I already had a box.
Sending the empty box was a MISTAKE on the part of Google.
Their mistake had cost me a lot of stress & the loss of 6 hours.
I am NOT happy.
