Google not providing same quality of service for people who buy through authorized retailers like Verizon. I have a Pixel 3 XL that is under warranty. It was working one second and just shut off. It will not turn on and I have gone through all troubleshooting steps with Google support. Google support wants me to send in the phone to warranty it, which they should. But they only want to offer me “basic” warranty because I purchased my phone through Verizon, one of Google’s authorized retailers. google support, which has been completely unhelpful, tells me that there is an Advanced warranty option which takes less time, but they will not offer it to me because I purchased my phone via an authorized retailer. This wouldn’t be a big deal if it wasn’t for the fact that this device is the only way I can do my job. I work remote for a high tech company in the same valley as Google. I am not unable to do business for up to 10 business days because Google refuses to treat me like a first class citizen like they do their other customers. Here is some more context to consider. Apple and Samsung, who Google is trying to compete with, treat all of their customers like first class citizens. Google is the first company I have ever done business who has treated me so poorly. Another note is the fact that I am a long time Google customer. I have a nest security system, Nest doorbell, 4 google home speakers and a Google smart display. I had planned to buy another outdoor nest camera, 2 more in home cameras, 2 nest thermostats, and the nest smoke detectors all this holiday season. I had fully adopted, and planned to continue to adopt, Google for all of my needs. I even planned to move to their gaming service after being a long time PC builder. Now that google has started treating me as a second class citizen, I am considering selling off my Google tech completely and moving to alternatives. I purchased my speakers form BestBuy, will Google refuse to treat me right with them because I got them at BestBuy? This has been a terrible experience and I am very disappointed. I have always considered Google to be a better company than the likes of Samsung and Apple. Yet they have always treated me right. I feel like I am being punished for something that is entirely Google’s fault. Support did offer to escalate to the product team to approve the advanced exchange for me but said that could take 3 – 5 days. By that point, the basic return could be complete. I told them that going with basic sounds like the faster solution for the moment, but I am not happy with it.
Where Bad Business is Exposed!
