Chat transcript for case: 7-137900003xxxx
Oct 26, 2:08 AM (Pacific Time)
2:08:48 AM Abi: Abi joined the conversation
2:08:49 AM norm: norm joined the conversation
2:08:50 AM Abi: Hi! Welcome to PixelBuds support. My name is Abi. For future reference, your case ID is 7-137900003xxxx. How are you today?
2:08:54 AM norm: Hi
2:09:08 AM Abi: Hi there! May I have your name please?
2:09:14 AM norm: xxxx
2:10:04 AM norm: Hello?
2:10:15 AM Abi: Hi xxxx! May I also have your last name?
2:10:25 AM norm: xxxx
2:10:59 AM norm: Why not just ask for my full name to begin with?
2:11:25 AM Abi: Apologies, I meant to say full name.
2:11:44 AM Abi: I see here that you mentioned your Pixel Buds are unresponsive. Can you tell me more about it?
2:12:09 AM norm: The light on the charging case doesn’t come on, the pixel buds don’t pair to phone
2:12:57 AM Abi: There is no light at all on your Pixel Buds even after charging, is that correct?
2:13:21 AM norm: Yes, tried different cables chargers
2:13:59 AM norm: Serial number 2611LZAF9Bxxx
2:14:18 AM Abi: I’m sorry to hear that. I’ll be happy to help out and check your options. May I have your callback number in case this chat gets disconnected?
2:14:40 AM norm: xxxx
2:15:11 AM Abi: Thanks. Your email address is xxxx, correct?
2:15:20 AM norm: Yes
2:16:02 AM Abi: Great. Did you use the original cable to charge the Pixel Buds?
2:16:43 AM norm: Yes
2:16:56 AM Abi: How long did you charge it for?
2:17:07 AM norm: All night
2:18:45 AM Abi: Since when have you been having this issue?
2:19:05 AM norm: Last week
2:20:23 AM Abi: Are the Pixel Buds currently inside or outside of the case?
2:20:43 AM norm: Why is this so protracted, isn’t there a form customers can fill out all this information
2:20:56 AM norm: They are inside the case
2:21:17 AM norm: I’ve tried resetting the case by holding the button for 60 seconds
2:22:05 AM Abi: I’m sorry about that. Please remove it from the case for now. How do you normally transport the case with the Pixel Buds? Is it in a backpack, inside your pocket?
2:22:39 AM norm: This is ridiculous you’ll be asking me what I had for breakfast the day they stopped working next
2:23:18 AM norm: All I want is a replacement as they are not working
2:23:31 AM norm: Not great for a product less than 6 months old
2:23:45 AM Abi: I’m sorry but it’s vital to ask these questions as it helps us understand the issue further and troubleshoot it later on. We need to troubleshoot it first before we can check your eligibility for replacement.
2:23:58 AM norm: They are stored in a dry plastic bag in my rucksack
2:25:28 AM norm: My guess is Google make the warranty process so drawn out and time consuming that people give up and don’t bother, that’s my impression so far
2:26:06 AM norm: We’ve been communicating for 15 minutes so far, something that could have been covered in a 5 minute phone call
2:27:09 AM Abi: My apologies.
2:27:34 AM Abi: Just to clarify, is there any physical damage to the case or the buds?
2:27:38 AM norm: No
2:28:19 AM norm: It’s quite obvious it’s an issue with the product I’ve read numerous reports of similar faults online Reddit etc
2:29:10 AM norm: I think Google should send me the Pixel Buds Pro for the inconvenience and lack of confidence I have in the a-series now
2:30:13 AM Abi: We are unable to provide a different device if what you’ve purchased is the Pixel Buds A-Series.
2:30:33 AM Abi: Since you’ve already done most of the troubleshooting steps, I’ll have to escalate this case to a senior specialist.
2:30:42 AM norm: That doesn’t surprise me, no thought for customer service
2:31:15 AM Abi: If I can provide you a Pixel Buds Pro personally, I would have done it already.
2:31:46 AM Abi: However, we are unable to do this as what we do in this department is technical support.
2:32:12 AM Abi: The senior specialist will be asking some information that I need to provide to them.
2:32:28 AM norm: How can Google expect people to be loyal to the brand when a product less than 6 months old breaks, and customer have to spend 30 minutes+ resolving it
2:32:54 AM Abi: I get your sentiments, that is why I’m trying to help you out.
2:33:19 AM Abi: The senior specialist will need some information from you. First I’ll need the device you’re using with the Pixel Buds.
2:33:25 AM norm: If this were Amazon they would have swapped it out no questions, that’s the difference
2:33:41 AM norm: Google Pixel 6a
2:34:14 AM Abi: What’s the operating system of your device?
2:34:20 AM Abi: The version, I mean.
2:35:04 AM norm: Android 13
2:36:35 AM Abi: Thank you.
2:36:47 AM Abi: I’ll also need the version of your Google app on your phone.
2:36:52 AM norm: If this is the warranty process for some wireless earphones I dread to think what it’s like getting a phone repaired
2:37:46 AM norm: 13.39.12.29arm64
2:38:32 AM norm: How is this relevant, the light on the pixel buds charging case doesn’t illuminate, therefore that’s clearly at fault
2:39:09 AM Abi: The senior specialist will still ask this regardless. Do you remember what you were doing exactly when this issue started happening?
2:39:32 AM norm: Pondering the meaning of life
2:40:00 AM norm: Nothing it worked before, the next time I went to charge it it didn’t light up on the case
2:40:34 AM Abi: Thank you. Lastly, I’ll need the serial number. Do you still have the box with you?
2:41:00 AM norm: I sent you the serial number about 20 minutes thought ago
2:41:23 AM norm: Serial number 2611LZAF9B0xxxx
2:41:35 AM Abi: Sorry about that. Thank you.
2:43:10 AM Abi: I got all the details the senior specialist will need. I will relay this and they will update me on the next steps. If we are approved for a replacement, I’ll let you know via email and I’ll ask for the necessary information to process it for you. I’ll send it via email to xxxx.
2:44:36 AM norm: Approved for replacement? They are under 12 months old so I am covered by the sale of goods act, I’ll be taking the issue up with my credit card company if need be
2:45:17 AM Abi: I said approved because I am not able to process it myself without their approval first.
2:45:36 AM Abi: This is why I asked all the information they may need from you.
2:46:18 AM norm: What an absolute shambles, i won’t be buying any further Google products after this experience, what a way to conduct customer service, your product is at fault and nearly an hour of my time is wasted trying to resolve it.
2:48:03 AM Abi: I’m sorry you feel this way, xxxx. I tried my best to assist you by asking the necessary questions first before we can proceed with the next steps. Please understand that this is necessary in helping you out with the replacement.
2:48:56 AM Abi: If I didn’t ask those questions and just processed a replacement right now without the senior specialist’s approval, it would affect my job as well as I wasn’t following protocol. I hope you understand.
2:49:26 AM norm: Not true, you could have a form where customers input the necessary information beforehand, and anyway for customers who are encountering an issue for the first time Google should give the customer the benefit of the doubt and issue a direct replacement
2:50:15 AM norm: I am without my headphones now, and have been for over a week, that clearly counts for nothing to Google?
2:50:42 AM norm: Given that they had the amazing idea to remove the 3.5mm headphone jack from their smartphones
2:52:03 AM norm: Can you escalate this to your manager please, I think they way the process is conducted is not acceptable
2:52:04 AM Abi: Yes, a form would be a good idea and your feedback will be noted. Please take note that it’s our standard process to troubleshoot and get all the information first before we go through the next steps.
2:52:42 AM Abi: I’ll have to check if there is one available right now.
2:52:51 AM Abi: Please wait for a few minutes as I check. Thank you.
2:54:58 AM norm: More waiting, what a surprise
2:59:55 AM norm: Hello
3:01:48 AM Abi: Thank you for waiting. I’ve tried checking for any available supervisors to assist you but we don’t have one right now. What I can do is relay your case to the next supervisor that will be on shift and let them know that you’d like to speak with them.
3:03:00 AM Abi: They will call you through the number you provided me earlier and in case you’re not available, they will send you an email as well.
3:03:39 AM norm: Okay thanks
3:04:22 AM Abi: You’re welcome. We appreciate your patience and understanding regarding your issue and rest assured that I’ll let the senior specialist know about it. Let me know if you have any other questions for now.
3:04:36 AM norm: Have a nice day
3:04:44 AM norm: norm left the conversation
3:04:44 AM norm: norm ended the conversation
