I can’t believe how lousy Google customer service is. I purchased a brand new Pixel 4a phone from the Google Store online. Right out of the box, the speakerphone feature didn’t work (when on a call, the other caller couldn’t hear me). After searching for solutions, and performing a factory reset per Google’s direction, nothing changed. They had me take it to their ubreakifix store, which was useless. Finally I shipped it back to Google for repair. The repair status showed delayed for several extra days, I tried contacting Google via email for status, but they were no help. Finally received my phone back after two weeks. The speakerphone feature was repaired, but they improperly sealed the screen, it literally fell out and was only held in place by my protective case. At that point, I had enough and purchased a new phone in-person at Best Buy. I immediately wrote a complaint to Google, sent photos, and demanded a refund. After several back-and-forth emails, they offered a replacement. But not a new phone. That was unacceptable, I requested a call to speak to someone in-person. After explaining the situation and waiting on hold for the better part of an hour, I was told their ‘specialist’ rejected my request for a refund because it was against policy. Apparently Google specialist are unable to speak to customers. I demanded to speak to a supervisor who could actually do something about my situation, and was assured they would call me back once through another call. Of course they never did call back. Next I received an email stating my case was closed, the only option I had was to accept a refurbished phone. I opened a case with my credit card company. Never purchase a phone or other Google hardware products from their online store. You have no recourse for faulty products.
Google
1600 Amphitheatre Pkwy
Mountain View, CA 94043-1351
http://www.google.com
(650) 330-0100
