On: Google Support is fucking trash.

Context

So, I bought a Pixel Tablet back in December 2023, low and behold it had issues with the touch screen where the digitizer wouldn’t register touches on the right half of the screen. That’s fine, I delayed doing a warranty claim since I could still use it in docked mode as a speaker and throw “Okay Google” commands that way.

Months pass and it’s now late March 2024, I decided that since my mother has been trying to use the tablet and I have a stable income, that now would probably be the time to get the tablet sorted.

March 22nd.

I contact Google support and start the process to replace my Pixel tablet. It’s a bit of an annoying process since I need to actually record a video of the fault, and as anyone who works in IT can tell you, my gut sank at the thought that showing the fault at such a pivotal point may fail, showing nothing wrong at the time (a la ’technicians luck’).

But it’s fine, I got the issue recorded and we’re off to the races. Initially, I am offered an advanced exchange or a standard return. I nominate for the standard return as I don’t want to be half a grad out of pocket (with a hold on my card). I get an RMA number (RMA48288500) and away we go.

SPOILER: Unfortunately, I am extremely time poor and don’t get around to actually organising the return.

April 16th.

I have lost one of my Pixel Buds. Darn that’s frustrating, I was literally juggling them while on a phone call while walking around the house, put them down and now one is gone. I decide to wait a few days to see if I can find where it has gone off to before I bite the bullet and get a replacement.

April 24th

Pixel Buds status:

I contact Google support and request a replacement bud, they shoot me a link (which you can find in a previous blog post) to order it. Good stuff so far.

Tablet status:

I decided that since I am so time poor that I should start the conversation again and instead opt for an advanced exchange. I’ve been paid for some recent work and I can afford to have a hold put on the card. So I initiate the chat and am greeted with a blanket “No” response to the advanced exchange request. Here’s the conversation log for clarity (I’ve taken care to put a line break where someone else starts talking so it’s easier to read):

I apologise, I put these in code blocks thinking it would be the best way to read these chat logs but I see they only take up part of the screen, I’ll try to sort out a better way to display these soon.

Chat transcript for case: 0-2535000035947
Apr 23, 3:11 AM (Pacific Time)

3:11:40 AM Jyotsna:
Jyotsna joined the conversation

3:11:41 AM Jon:
Jon joined the conversation

3:11:45 AM Jyotsna:
Welcome! Your Case ID is 0-2535000035947. Refer to this if you need to contact us again. By the way, the chat will stay open for 24 hours after your last message. If you step away for any reason, you can come back to this chat.
Hello! Welcome to Google. My name is Jyotsna. Thank you for connecting.
Hope you are doing well!

3:13:12 AM Jon:
Heyo!
So this should be relatively quick. I have an existing RMA and case from about maybe two weeks ago. I have a faulty tablet and originally planned to drop it off at a couriers for shipping though I just don't have the time to sort out boxes and everything else.
Can I get the RMA listed in the subject changed to an Advanced Exchange, I'm happy to pay the temporary excess as part of that 🙂

3:15:43 AM Jyotsna:
As I am able to understand, you are willing to change your standard exchange to advanced exchange. Right?

3:15:58 AM Jon:
Bingo

3:16:06 AM Jyotsna:
Thank you for confirming.
Your RMA number is RMA48288500 this. Right?

3:18:52 AM Jon:
Correct

3:18:56 AM Jyotsna:
Thank you for confirming.
Please confirm, from where did you purchase the device?

3:19:26 AM Jon:
Officeworks.

3:20:18 AM Jyotsna:
Did you purchase the device from Google store?

3:20:35 AM Jon:
No, Officeworks. It's a physical retailer.

3:20:43 AM Jyotsna:
Thank you for letting me know.
I would like to inform you Jon, the option for advanced exchange is only available for the products purchased from Google store. Since your purchase is a third party purchase, only standard exchange is available for you.

3:23:46 AM Jon:
Hmm, previously I was offered an advanced exchange even though it was purchased from a retailer.
Here's the case number for reference: 9-7325000036333

3:25:22 AM Jyotsna:
Let me check.
Thank you for your patience.
Apologies for the miscommunication, I contacted my senior team, as per the recent norms, advance exchange option is only available for the products purchased from the Google store.
I hope you understand.

3:27:55 AM Jon:
Not really
I struggle to understand why that was an option afforded in the last chat if that's the case

3:29:21 AM Jyotsna:
I really apologise for the false information passed to you by the previous agent.

3:30:12 AM Jon:
Well the issue is that the expectation has been set that it was an avenue for resolution.
Failing that, how would I go about getting a refund for the device?

3:31:38 AM Jyotsna:
I totally understand your concern Jon, however as per the process, only a replacement can be provided.

3:33:20 AM Jon:
That's false lol. Devices sold here in Aus fall under these guidelines:
https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/repair-replace-refund-cancel
That's okay, I'll respond to the original email I got with that case.
Cheers!
Jon left the conversation
Jon ended the conversation

Key takeaways:

• If I’m supplying a case number which would have a chat log and RMA associated with it, would it not be evident I’m in Australia (where our consumer rights are more robust)?
• Why is there an annoying knowledge gap between support agents?

I penalise Google Support with a metaphorical yellow card over this blunder on the grounds of annoyance.

Anyway, I shoot an email via the original thread I had above from the 22nd.

And what do you know, I get a response within 4 hours, and a new RMA number (RMA21215898).

I place the orders and all seems well so far.

April 29th - Replacement earbud arrives, Google support are being weird.

Tablet status:

Still in transit

Bud status:

The replacement left ear bud has arrived! Though annoyingly, I cannot pair it to my existing right earbud and case due to firmware differences (go ahead and search on reddit or something, you’ll find tons of the same issue), I kept a sheet of paper and individually marked each and every time I tried to do factory resets and re-pairing, it went into the 20s. It looks like I’ll need to get this entire unit replaced.

I initiate another chat and get an advanced exchange going for my entire Pixel Bud set. This conversation went relatively smoothly (if not long), until I was asked to give personal information over chat, something I was never asked to do in any of the chats prior to this.

Chat transcript for case: 5-7784000036465
Apr 29, 4:50 AM (Pacific Time)

4:50:50 AM Charmaine:
Charmaine joined the conversation

4:50:51 AM Jon:
Jon joined the conversation

4:50:54 AM Charmaine:
Welcome! Your Case ID is 5-7784000036465. Refer to this if you need to contact us again.
By the way, the chat will stay open for 24 hours after your last message. If you step away for any reason, you can come back to this chat.

4:51:44 AM Charmaine:
Hi Jon, I'll be glad to further assist you with your concern.

4:53:43 AM Jon:
Heyo,
Long story short I initially lost my left earbud, a replacement has been shipped out and I've been going through a loop for hours now factory resetting my whole set of buds to get the left (replacement) one to connect to no avail. I think the issue is that the replacement bud shipped with an older firmware (3.4 I think) and the rest of the kit is running I think 5.x or 6.x, hence why the left bud isn't playing nice.
Are there any other steps I can take or can I just get this entire unit (buds + case) replaced?

4:53:44 AM Charmaine:
Upon checking your previous case I was able to see that you contacted us via email.

4:54:00 AM Jon:
Uhhh no, I did everything via chat.

4:54:22 AM Charmaine:
I see, I'm sorry for the confusion.
And thank you for providing those details.
I do appreciate you troubleshooting the issue prior to contacting us.

4:55:17 AM Charmaine:
Just to confirm you can't pair your new left bud to your phone?

4:55:39 AM Jon:
Bingo

4:55:48 AM Charmaine:
Thank you for confirming.
In order to address the issue, may I request you to answer some questions and try a few troubleshooting steps?
If in case you've tried some of the steps please let me know so we can try the other steps needed.

4:56:23 AM Jon:
If it's a factory reset again, this will have been the 27th time
But sure

4:56:47 AM Charmaine:
Got it, with this may I ask the serial number of your case?
You may check the serial number on the left side inner part of the charging case lid.
You may also check this on the box the Pixel Buds came with, under the bar code that is labeled as SN.

4:57:21 AM Jon:
2617LZAHGC1658

4:57:37 AM Charmaine:
Thank you for providing the serial number.
With this, may I ask your phone model and Android version?

4:58:25 AM Jon:
Pixel 6 Pro, v14

4:58:44 AM Charmaine:
Thank you for providing the information.
Can you also confirm if the steps on this link are the ones you followed to pair your Pixel buds?
https://support.google.com/googlepixelbuds/answer/7558528?sjid=12321079547977066693-NC#zippy=%2Cother-devices---manual-pairing-via-bluetooth


4:59:55 AM Jon:
Yes.

5:00:00 AM Charmaine:
Thank you for confirming.
Are the Google app and Google Play Services app up-to-date?

5:00:26 AM Jon:
Definitely.

5:00:40 AM Charmaine:
By the way, Upon checking here I was able to see that your Country of residence is Australia, Is that correct?

5:00:48 AM Jon:
Yes

5:02:03 AM Charmaine:
Got it, thank you for confirming.
To proceed, please make sure that the requirements below are met:
Android 6.0 (or later) device
Bluetooth® 4.2 or later
Enabled Bluetooth and Location services

5:02:56 AM Jon:
Yep

5:03:28 AM Charmaine:
Great! With this, Have you noticed anything that might block the charging pins or any physical damage on the Google Pixel Buds or the charging case?

5:03:55 AM Jon:
Nothing whatsoever.

5:04:14 AM Charmaine:
Thank you for checking.
To proceed let's verify the connection between the charging case and earbuds.
To do so, Verify the connection between the charging case and earbuds
Remove the earbuds from the charging case.
Properly place the earbuds inside the charging case.
Apply firm pressure on both earbuds.

5:05:25 AM Jon:
Like the replacement bud would be recognised post-factory reset, but given it's an older firmware it's probably not playing nice connection wise to the phone due to the mix.
Alright, post doing those steps how would I know the connection is fine? There's no real visual indicator for it.

5:07:08 AM Charmaine:
To confirm if the Google Pixel Buds are detected, Verify if the status light (inside light for Pixel Buds) responds as you dock each earbud in the charging case.
Note: The status light should flash white.

5:08:00 AM Jon:
Yep, took both out, put one in at a time and verified the white light ignites, pulled the existing bud out and tried the other. Same result

5:08:39 AM Charmaine:
Thank you for confirming.
With this, can you please confirm if you've tried to reset your charging case?

5:09:01 AM Jon:
Yes

5:09:04 AM Charmaine:
To do so, Remove the Google Pixel Buds from the charging case and leave the charging case open.
At the back, press and hold the setup button for 10 seconds.
If it still flashes an orange status light, connect the case to the power outlet and close the lid.
Check the status light again. The light should be a solid orange.
Are the steps given above the ones you followed?

5:10:08 AM Jon:
So, did that, but I get rapid white/orange flashes. Cycles 3x and in total goes for about a second.

5:11:05 AM Charmaine:
Thank you for trying the steps given.
With this, let's try to manually set up your buds again.
To do so, Check the status light again. The light should be a solid orange.
Place the charging case next to your phone with the Google Pixel Buds still inside.
Open the case.
Press and hold the pairing button on the back of the charging case until you have the white earbuds status light pulsing.
On your host device's Bluetooth menu, tap on the Google Pixel Buds headphones to pair them with your device.
Please let me know how it goes.

5:12:13 AM Jon:
So, bluetooth menu and not using the toast that pops up to connect?

5:12:24 AM Charmaine:
Yes, that is correct.

5:12:45 AM Jon:
Alright, done that.
It's connected via that method.
(Missing the left bud)

5:13:41 AM Charmaine:
I see, the only ones connected are the case and the right bud? Is that correct?

5:13:50 AM Jon:
Yes

5:14:27 AM Charmaine:
I see, since we were able to try all of the troubleshooting steps I'll be needing to document your case.
Is it okay to ask you a few more details?

5:14:58 AM Jon:
Sure

5:15:12 AM Charmaine:
May I ask the name of the retailer where the buds were purchased?

5:16:06 AM Jon:
Officeworks
(Physical store)

5:16:24 AM Charmaine:
Thank you for providing the information.
With this, let me proceed on checking the warranty status of your device.
Great news! I can see here that your Google Pixel Buds Pro is eligible for a replacement.
We have a few different replacement options for you.
With Advanced Exchange we'll provide you with a link to order your replacement device and it will ship to you before you need to send your defective device back. This way, you're not without a device and you can easily transfer your data from the old device to the replacement device.
You would need to place an order for the replacement device within 30 days from the time your replacement request is initiated to ensure it is not canceled.
Please note, this option will require an authorization hold on a credit or debit card for the full cost of the device, but once your defective device is returned, the authorization hold is removed from your card.
With Exchange you'll send your device back to Google, and once your device is received and inspected, your replacement device will be shipped to you. With Exchange, there is no need for an authorization hold, but it may take anywhere from 5-10 business days from start to finish.
You would need to ship the defective device 14 days from the time your replacement request is initiated to ensure it is not canceled.
I'll let you read your options first, please let me know which one you prefer after.

5:19:46 AM Jon:
Let's go Adv.
By the way, any chance I could order a different colour set? These are charcoal, yet at the time I bought these I think the Bay (Blue) colour was a US exclusive though it's in Aus now apparently

5:22:00 AM Charmaine:
Please know that we can only process the same color of replacement device here on our end, I apologize for the inconvenience this may have caused you.
But, I'll be glad to process this for you.
Please provide the information below.
- Full name:
- Street address (line one):
- Street address (line two):
- City:
- State/Province
- Postal code:
- Phone number:

5:23:50 AM Jon:
Hmm, last time I did this for my tablet I just got passed a link to order the replacement.
I'm a bit iffy about passing my personal details outside of a secure webform.
Absolutely needed here?

5:25:05 AM Charmaine:
Oh I see, no worries the link provided on the email we sent is secured, as it is a Google Store purchase link.
Since we don't handle customer card details as it is personal information.
We only need your shipping details to process the replacement here on our end.

5:27:11 AM Jon:
By technicality the info you asked for in the last message also falls under PII (personally identifiable).
Like, I'll give it but it's totally going to leave a bad impression so I wanted to be sure.
Anyway,
[REDACTED NAME]
[REDACTED HOME ADDRESS]
[REDACTED PHONE NUMBER]

5:28:47 AM Charmaine:
I understand that you're being cautious but no worries as we are not allowed to share your shipping details as per our security policy.
Thank you for providing your shipping details.
Please note to return the buds along with the case, you may put the device on any box as long as it's secured.
I've processed your return! You should receive a confirmation email soon with more detailed instructions. If I can help with anything else, please let me know.
To find the latest updates on your replacement or return, you can check the status of your request on this link: https://partnerdash.google.com/apps/selfservice/product/store/rma/start You will need to enter your RMA ID, which you can find in the confirmation email from Google Store.

5:31:02 AM Jon:
"As we are not allowed to share your shipping details as per our security policy."
Totally not the point as PII handling through chat windows seems pretty poor compliance-wise.
I'd definitely appreciate if it could be reported on so it can be followed up.

5:32:54 AM Charmaine:
No worries, I'll be taking note of this, you can also follow the steps on this link: https://support.google.com/googlepixelbuds/answer/9122983?hl=en to send a feedback regarding this to make sure that Google admins can read this suggestion.
I appreciate your time and cooperation today Jon!
While I still have you here, is there anything else I can help you with? I'd be happy to assist further.

5:33:37 AM Jon:
Nope, that'll be all!

5:33:45 AM Charmaine:
There's a short survey coming up. Google would appreciate your feedback about your experience today. Thanks for contacting Google. Have a great day!
Charmaine left the conversation
Let us know how we did: [Redacted].
Charmaine ended the conversation

Key takeaways:

• Why am I being asked to give my personal info to some lvl 1 customer service rep over chat? Especially considering previous replacement orders didn’t warrant this, even then I was conversing with the exact same team (Google seems to seperate teams based on products, hence this time I chatted with the Pixel Buds support team).
  • This seems like an epic fail in terms of data handling given they have an ordering/commerce system just for this, in what world does a customer support rep need to prfill my order info…

I penalise Google Support with a red card for this breach on the basis that this is objectively shit processing.

April 30th - Tablet arrives.

Tablet status:

The tablet arrived, I was luckily home and got it from AusPost.

Side note, the delivery guy rang my doorbell and kept shouting “Delivery” repeatedly, I’m sure he could’ve heard my frame walking up the door or my saying “On my way”. I’ll see if I can get the doorbell video edited/uploaded without doxing myself lol.

I hopped in and wiped my old device by linking a mouse up via the USB port and just click + dragging as if it were a finger on the screen, and set up my new one. I have a nice new box to send this away in and it’s really well constructed, I wish I took photos but the point is, nothing should be able to damage the old tablet if I slot it in right where the new one is.

Buds status:

On the way here.

May 1st - Pixel Buds arrive, sort of.

Tablet status:

Packed away, ready to go.

Buds status:

Arrived! Though they are at the post office since I wasn’t home. Eurgh, annoying but that’s fine, I’ll pick them up this weekend since I am in the office the next few days.

May 4th - Pixel Buds in hand.

Tablet status:

Packed away, ready to go… waiting.

Buds status:

I pick up the buds from the post office and I am able to pair them to my phone and update the firmware. I package the old ones in the original envelope/sleeve and tell myself I’ll organise the courier to come pick them up soon.

May 5th -> May 12th - Call the priest, I’m (figuratively) dying.

I catch the flu. It knocks me on my back, I cannot in good counscious try to organise a courier while I’m this sick as I don’t want to pass it on to anyone else. My temperature skyrockets and I am sleeping roughly 20 hours a day in constant cold sweats, it’s that bad this year.

May 13th - Organise couriers.

I initiate the RMA return via Googles links, the forms are terrible. You have about six pages to print off and three copies of each page, they do a poor job explaining why there’s so much paperwork/copies needed. I rush to officeworks down the road and get them printed + signed right there.

I get a call from Team Global Express (remember this for later), the rep on the phone is pretty good and we organise a pickup tomorrow, the 14th. I am told to wait from 9-5 for someone to arrive and take both packages, but also to not seal the packages just yet since they need to sight that the products are inside. I think this is odd but fine, there are probably lots of people who pack these things in with rocks or whatever and fraud Google like people would Amazon years ago.

May 14th - Pickup Day.

I am working from home and waiting for the courier from Team Global Express to arrive, there is an 8 hour window to get this done.

At 4:20pm (7 hours in), I am cautious and make a call to their customer support, asking where the courier has been and if we’re on schedule for today. Their customer support rep based in Brisbane looks up the consignment numbers and tells me that the courier has indicated they came, but did not take a package as there was “Missing documentation”.

What. The. Fuck.

This isn’t true since my cameras would have alerted me if anyone had even come up the driveway. I am so disappointed, I ask the rep to look up the other consignment number, sure enough same code, “Missing Documentation”. This isn’t a case of fat fingering the wrong button but just malicious laziness, fucking moronic.

I explain that I cannot make the delivery tomorrow as I’ll be in office, the rep poses if I can drive to Melbourne Airport (Tullamarine) to drop it off at their HQ/warehouse. I relent and have to. I get in the car and rush there in traffic to get this done. I rock up to the gates and wait there for minutes as you have to call to get them raised.

I walk into the reception, explain the situation and pass the box and envelope with all the documentation, including my copy (I seriously don’t need it), I explain they are unsealed boxes as I was told I have to show the contents to whoever takes them per the rep from yesterday. The person behind the counter is reassuring and tells me that they’ll handle it, and I can go. So I leave and go home.

I believe this is the end of it and we’re all good, the consignment numbers will update and I don’t have to worry.

Key Takeaways

• Couriers are fucking trash.

May 17th - Google store charge

I get an automated email asking me if I have sent my Pixel Buds back yet. I think nothing of it.

Google charges me at 1:46pm for the value of the tablet ($532 AUD). Fucking hell, I get an email about it too.

I contact their support an hour later. Here’s the chat log.

Chat transcript for case: 3-6097000036081
May 16, 9:19 PM (Pacific Time)

9:20:04 PM Twinkle:
Twinkle joined the conversation

9:20:04 PM Jon:
Jon joined the conversation

9:20:08 PM Twinkle:
Welcome! Your Case ID is 3-6097000036081. Refer to this if you need to contact us again.
By the way, the chat will stay open for 24 hours after your last message. If you step away for any reason, you can come back to this chat.

9:20:30 PM Jon:
Heyo!

9:20:42 PM Twinkle:
Hi Jon, welcome to Google Support! My name is Twinkle. How are you today?

9:21:13 PM Jon:
Tiny bit annoyed but hopefully we can fix that haha

9:21:30 PM Twinkle:
I'm sorry to hear that. I'll try my best to help you out.
I understand that you have contacted us regarding the item you were charged which you have returned.
Am I correct?

9:22:22 PM Jon:
Correct

9:22:27 PM Twinkle:
Thanks for confirming.
Could you please help me with the country of purchase?

9:22:57 PM Jon:
Australia

9:23:04 PM Twinkle:
Thanks for confirming.
Please help me with the order id.

9:23:23 PM Jon:
Would the RMA numbers do?

9:24:04 PM Twinkle:
Yes, I got the RMA number, thanks for sharing the details in the contact us form.
Please allow me 2-3 minutes while I check this for you.

9:25:09 PM Jon:
Sure

9:25:29 PM Twinkle:
Thanks for waiting.

9:25:52 PM Jon:
Just for transparency, the second RMA number is for Buds but hasn't hit deadline yet. Just cautious that I may get charged there even though I've done the return.

9:26:35 PM Twinkle:
Just to confirm, is this the same email address from which you have contacted us as well as you have placed the order: [Custom domain email address]?

9:27:16 PM Jon:
So that's what I'm logged into at the moment, though the orders would have been done through [Personal email address]

9:27:40 PM Twinkle:
Thanks for letting me know.
We need to authenticate your account and I will send a prompt to your device. Once you receive it, press “Yes” and you’ll be authenticated!
Please let me know once you are ready.

9:28:16 PM Jon:
Sure
Done

9:29:14 PM Twinkle:
Thanks for authenticating the account.
I'd like to inform you that we're from Google store order management support. Let me connect you with the dedicated team for better assistance.

9:30:16 PM Jon:
Sure

9:31:22 PM Twinkle:
Please allow me 2-3 minutes while I connect you with the dedicated team.
Twinkle added participant(s): Harshdeep

9:31:48 PM Harshdeep:
Harshdeep joined the conversation

9:31:51 PM Twinkle:
Twinkle left the conversation

9:32:44 PM Harshdeep:
Hello Jon

9:33:20 PM Jon:
Heyo!

9:33:30 PM Harshdeep:
Please allow me 2-3 minutes so i can go through the chat.
I can see that you are facing in RMA.
I completely understand your concern. We are here to help you.
Can you please tell me the product for RMA?

9:36:29 PM Jon:
So it was a Pixel Tablet 128GB

9:36:35 PM Harshdeep:
Thank you for confirming.
Can you please confirm me that the charge is for shipping or for the product?

9:38:10 PM Jon:
Definitely for the value of the product, $532

9:38:39 PM Harshdeep:
Thank you for confirming.
Let me check this for you so I can resolve your issue quickly.
I am consulting my senior team Jon. Allow me 3-5 minutes please.
Can you please send me the RMA number?

9:42:54 PM Jon:
Sure one sec

9:43:10 PM Harshdeep:
Sure, please take your time.

9:43:48 PM Jon:
RMA21215898

9:44:09 PM Harshdeep:
Can you please confirm that you have returned the tablet or not?
Thank you for sharing the RMA number.

9:44:42 PM Jon:
That's for the tablet, there however is another one for a set of Pixel Buds which hasn't hit deadline yet which I returned to the shipping company on the same day, so I'm cautious that I may be charged for that too. That code is RMA63486236
Definitely returned the tablet, I boxed it up in the same box that the replacement was sent in, included all the paperwork

9:45:26 PM Harshdeep:
Thank you for sharing the details.
Could you confirm which shipping label you used?

9:47:44 PM Jon:
Sure
Here's a copy
218510834371_connote-1.pdf [[Authors note: You can attach files to chat]]

9:49:23 PM Harshdeep:
Thank you for sharing the details.

9:50:15 PM Jon:
For transparency, I was sent three docs and was told to print out + sign three copies of each to give to the couriers.

9:51:07 PM Harshdeep:
Thank you for letting me know.
I really appreciate your help for telling me all.

9:53:29 PM Jon:
I should also mention, I originally booked these couriers to come pick up the packages for return but they no-showed. So I had to rush to their offices on Tuesday afternoon to get this all done.

9:53:46 PM Harshdeep:
Perfect! I have elevated your case to higher support team.
They will reach out to you within 24-48 hours. I will keep you updated.
I will make sure your issue will resolve quickly.

9:54:41 PM Jon:
So what about the charge for $532? It's the weekend and that's not a small amount to be out of pocket.
Fully anticipating that 24-48 means business hours, which could be 4 days away.

9:55:25 PM Harshdeep:
That would frustrate me too I can understand.

9:56:00 PM Jon:
I can try to get my bank to revoke it, but I've also read stories of how that could lead to my Google account getting closed.

9:56:22 PM Harshdeep:
I will make sure it will be quick I will highlight. Please don't worry. But we are here to help you.

9:56:58 PM Jon:
I'd really like a game plan here on what's going to happen, because 24-48 really isn't good in this situation.

9:57:40 PM Harshdeep:
That is frustrating and I hate to hear you’re feeling this way.
I am sorry for the inconvenience.
Is there anything I can assist you with?

9:59:25 PM Jon:
Well being frank, can I get this escalated or a call to solve for this?

10:00:47 PM Harshdeep:
Allow me a minute please.
https://support.google.com/googlepixeltablet/gethelp?sjid=9083235837182047756-AP
Here is the link. Please fill this form.
They will call you.
Is there anything I can assist you with?

10:02:37 PM Jon:
I've filled this form like twice already prior to this conversation asking for a call but I never get one.
Even though it said I have a 1 minute wait.

10:03:23 PM Harshdeep:
I am sorry for the inconvenience.

10:03:36 PM Jon:
Like my case ID for it was even 3-4656000035696

10:05:28 PM Harshdeep:
I understand your frustration.
Is there anything else I can assist you with?

10:07:17 PM Jon:
You mentioned there being a senior team you reported to, can this be routed to them and a person delegated to this?
I'm not going to disconnect/close this as there's still this outstanding matter.

10:07:56 PM Harshdeep:
Its not possible because we consult through mail.

10:08:15 PM Jon:
Least I go to an ombudsman or some consumer rights party which would probably result in fines to the company.
Or rather, should I try to reverse the charge via my bank, what's my assurance Google won't close my account?
Or is there a direct number I can call?

10:12:52 PM Harshdeep:
I have elevated your case.
You will hear from them shortly by mail.

10:13:32 PM Jon:
I'm totally switching to Apple after this.

10:13:51 PM Harshdeep:
I am sorry if you feel that way.

10:14:15 PM Jon:
So what's the ETA?
And to which email address?

10:14:37 PM Harshdeep:
They will reach out to you within 24-48 hours.
[Personal email address]

10:15:11 PM Jon:
24-48 just isn't acceptable.

10:15:43 PM Harshdeep:
It will take some time, allow please us a chance.

10:16:08 PM Jon:
Fine, this stuff is absolutely ridiculous, I can't imagine in what world there's just a lack of escalation paths to resolve this. Like you can take my money at a moments notice but can't do anything for however many business days.
The point is that Google has taken a chunk of my money for no good reason.

10:17:46 PM Harshdeep:
I am sorry for the inconvenience.
Thank you for contacting Google.
Harshdeep left the conversation
Harshdeep ended the conversation

Key Takeaways

• Google support = fucking 🗑️.
• Do not try to do a chargeback on your gmail account, it will be closed.

This is a pretty egregious punch from Google. They’d be suspended for the rest of the season in my opinion.

May 20th.

It has now been over 48 hours. I have lodged numerous support ticket requests, choosing the “Call me” option each time to no avail. I have tried other routes such as lodging a support ticket to the Pixel phone support team and requesting a call to no avail.

Here are just some of the case numbers (since Google will only show a few at a time):

• Case ID 8-6973000036526
• Case ID 3-6097000036081
• Case ID 4-9395000036424

What is extremely frustrating about phone support requests it that you are straight up told it’s a less than minute wait, and the operating hours are 24/7:

This is absolutely a lie. I relent and do a final text chat based support request… Here’s the log.

Chat transcript for case: 8-6973000036526
19 May, 23:43 (Pacific Time)

23:43:40 Twinkle:
Twinkle joined the conversation

23:43:40 Jon: 
Jon joined the conversation

23:43:45 Twinkle: 
Hi Jon, welcome to Google Support! My name is Twinkle. In case you need to refer to this chat interaction in the future, the chat ID for this interaction is 8-6973000036526. How can I help you today?

23:44:07 Jon: 
Hahaha, I'm pretty sure I got put with you the other day for this exact same issue [Authors note: Because how many people in the world have the damn name "Twinkle"]
Anyway, I've been charged for a device RMA even though I returned the device via courier 

23:44:42 Twinkle: 
Could you please elaborate more about your concern?
I see, thanks for the information.

23:45:15 Jon: 
I've been told by your support that I should have gotten a call within 24-48 hours after raising this

23:45:30 Twinkle: 
I understand you have a concern regarding the RMA.
I will try my best to help you with this.
Could you please help me with the RMA number.

23:45:51 Jon: 
However it's been over three days now. I've tried lodging numerous support tickets for get a call but no one from your support seems to be making phone calls whatsoever.

23:46:33 Twinkle: 
I apologize for the inconvenience caused to you.

23:47:11 Jon: 
Here's the RMA: RMA63486236

23:47:20 Twinkle: 
Thanks for the information.

23:47:23 Jon: 
Now, I'd like this escalated

23:47:32 Twinkle:
Let me check this for you. Please allow me 2-3 minutes while I check the details for you.

23:48:37 Twinkle:
Thanks for staying connected.
I'd like to inform you that we're from Google store order management support. Let me connect you with the dedicated team for better assistance.
Please allow me 2-3 minutes while I connect you with the dedicated team.
Twinkle added participant(s): Brayden

23:49:54 Brayden:
Brayden joined the conversation

23:49:58 Twinkle:
Twinkle left the conversation

23:50:40 Brayden:
Hi Jon, welcome to Google Support! My name is Brayden. How are you today?

23:51:32 Jon:
Hello Brayden. I am following up an issue where I was charged for a device I returned as part of an RMA
I have been extremely frustrated as I was charged even though I made the return and despite numerous support tickets and attempts to initiate a call, I've gotten nothing.
Previously I was told that I would be contacted within 24-48, but it's now been over three days.
I'm about to throw in the towel, make contact with the ACCC, hand them everything and get their advice.

23:55:05 Brayden:
I understand that you have contacted us regarding a refund status for a RMA and you have sent the device back to us and you have contacted us multiple times regarding the same.
I apologize for the inconvenience caused to you in this regard.
Please be assured, I will definitely check the information for you immediately and help you with the possible resolution.
Could you please help me with the RMA number?

23:57:19 Jon:
Also, I believe I found the cause of the issue with the charge.
The couriers originally booked to pick up the device absolutely no showed on the day, and I had to rush to drop the packages (two RMAs) at their location.
I believe they have packed everything into a single box and that's why only one tracking number is showing as in transit.
Anyway, one sec
RMA63486236 <- Pixel Tablet
RMA21215898 <- Buds Pro

23:58:32 Brayden:
Just to reconfirm, is this RMA related to pixel buds and tablet?

23:58:42 Jon:
The charge specifically was for the tablet

23:59:11 Brayden:
Thanks for confirming.
I have checked the details for you and found that we have a dedicated team for your concern and we need to transfer the chat to them, so that they can help you with the best resolution.

00:01:52 Jon:
The reason I say that is because even though I gave the parcel to these couriers on the 13th, the consignment number linked to the buds only shows as in transit starting today: https://teamglobalexp.com/myparcel?shipmentID=[redacted]4371
This would be the consignment linked to the Tablet, though again, I believe they pulled a braindead move and put them together rather than keeping the packages superate like I had originally passed to them: https://teamglobalexp.com/myparcel?shipmentID=[redacted]6421

00:02:04 Brayden:
I see, thanks for the information.
Please do not worry, let me connect you with them.
I need to connect you with the team over the email.
They'll get back to you within the next 24-48 hours.
Is there anything else I may assist you with?

00:04:45 Jon:
Question, is there no call option for any of this? I have legitimately lodged the call option in raising support tickets several times now but no one from your support function seems to call.
Because if I can't get that, I'm just going straight to the ACCC.

00:05:55 Brayden:
I apologize for the inconvenience caused to you in this regard.

00:06:18 Jon:
I was also told I would get an answer within 24-4 hours over three days ago
So that's a lie

00:06:48 Brayden:
However, we have a dedicated team for the same concern who can handle it efficiently with the table and buds issues.
I do understand that, however, we need to transfer the case and only they can help you with the information.

00:07:57 Jon:
I'd like to escalated and a resolution path tonight. Because I've been passed around to so many different teams and departments in the last week that I am beyond pissed.

00:08:42 Brayden:
I do understand your concern.
However, please do not worry, I'll connect you with them and they'll get back to you.

00:09:07 Jon:
Tonight?

00:09:08 Brayden:
Is there anything else I can help you with today?
They'll get back to you within the next 24-48 hours.

00:09:47 Jon:
How about this, is there a support number that I CAN call?

00:10:49 Brayden:
I do understand the urgency for the same Jon, however the team is only available over the email. Hence, we need to connect you with them over the email.
If there'd be an option, I'd have helped you with the same.

00:11:36 Jon:
Well sorry but I'm not willingly disconnecting lol.
I'd like this escalated to supervisors, managers, whatever.

00:14:00 Brayden:
Jon, my expertise are in Pixel devices, however, we have a separate team for the Pixel tablets and Pixel buds and we need to transfer the case to them and they'll get back to you over the email.
Is there anything else I may assist you with?

00:14:15 Jon:
I'd like this seen to thanks!

00:14:24 Brayden:
Thanks for contacting Google! Have a great day!
Brayden left the conversation
Thank you for contacting Google Hardware chat support. Your chat session is now complete.
Brayden ended the conversation

Key Takeaways

• Fuck Google. Fuck Google so much.

No penalizations here, I am manifesting Damir Ryspayev vs an entire hockey team played by Google Support reps.

I recognise I may come across as a bit of an ass in this, but I argue that no warranty process should ever be this hard.