Broken Pixel Buds? Good luck getting Google to replace them.

[norm]

I bought a Pixel 6a earlier this year and got a pair of Google's Pixel Buds A-series wireless headphones free with the purchase.

They stopped working about a week ago, the case no longer shows the status light. I tried all the usual troubleshooting steps, different charging cable/charger, cleaning the contacts with IPA, holding the reset button on the charging case.

I thought it would be a simple affair of logging the fault with Google and a new pair would be dispatched. Given that I've never had to call on warranty support before.

Well how wrong was I. 45 minutes on a web chat (telephone support not available when I tried), and they can't even say if they will accept the headphones back without a "senior specialist" authorising the return. Are they for real?

Has anybody else experienced Google's warranty support, is it really this bad?

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

 

[norm]

i could be wrong here but i think the only person in the wrong here is you - seems you were being a bit of an arse from the get go.

Okay buddy.

 

[norm]

lol, 2 minutes in "2:10:59 AM norm: Why not just ask for my full name to begin with?"

You've immediately identified yourself as a pain in the arse and diminished any chance of someone having any desire to do more than the bare minimum to help you

Do they need all this superfluous information. It's just a way to stall the person they are talking to because they are likely dealing with more than one conversation at a time.

 

[norm]

Acted like an arse, got what you deserved.

Today's definition of "an arse" must have drastically changed then, I wasn't abusive or rude.

Just reflective of todays ********* like attitudes.

 

[norm]

I work in support and people like you get my minimal effort. Like others have said, it all about how to speak or chat to people.

Well they devoted 45 minutes of their time to dealing with it, so wouldn't call it minimal effort.

I bet there's very little difference in outcome in how you respond to the chat operative they are just following a script.

 

[norm]

Well people that usually cant recognise social cues, interactions etc can be diagnosed with it, so yes that my experience.
I assume thats what you meant?

A social cue over the internet? Right.

Well I did emoji that question with a smiley but it didn't carry over in the copy and paste. So I hope you are less triggered now.

 

[norm]

Nowt to do with **********. You were being a tool from pretty much the get go.

Don’t get me wrong, I know live chat can be a right pain in the bum and I’ve had cause to become a tool myself towards the chat agent but you were in fight mode the minute that Abi asked you for your surname.

Yes admittedly I was annoyed because their phone support was unavailable, and because I know from experience how web chats play out. Plus the fact they were slow to respond.

But irrespective, asking a customers name over two questions is truly pointless. When I entered my full name in the web form before beginning the chat anyway?

 

[norm]

You mean acting like an arrogant, entitled, little **** because one of your precious little electronic devices broke? Maybe ask yourself who is really acting like frozen precipitation in this scenario?

I'm all for calling out companies on poor customer service (see my ranty thread on the subject), but at least give them a chance to try sorting it out before speaking to the person on the end of the phone/chat like ****.

Wow overreaction much?

 

[norm]

it may be pointless to you but why not just supply it again rather than getting further annoyed. all you've done is pee off the person you want support from, never a good move. in future be nice till you've got the result you want, then turn into a raging karen if the chat was a pain.

No there comes a point where people shouldn't engage in these protracted drawn out customer support requests.

The amount people pay for a smartphone isn't insignificant, it only tends to go up. So why shouldn't their be an expected level of service. Having to jump through hoops to get a pair of wireless earphones replaced, which in reality cost Google next to nothing isn't what I consider acceptable.

It's clear companies all across the board are taking a watered down approach to customer service nowadays, most companies will try and hide their customer support phone numbers behind a layer of web bots, chat, and FAQs, because they would rather not deal with the issue.

 

[norm]

that you acted like an entitled bitch from the first interaction. You deserve everything you get.

Whatever. This is typical behaviour of this forum anyway. Pick on one point in isolation and just keep reiterating it en-masse, because it makes the posters involved feel like they are somehow bonded together. Just pathetic childish behaviour really.

 

[norm]

its not a point in isolation.

Well clearly it is. If I was being abusive and an arse would I opt to use a smiley face emoji, thank them and wish them a nice day. No.

It just spoils the narrative of what you lot have set out of me being an aggressive/rude/entitled customer because it fits your own belittling agenda.

 

[norm]

So many awesome replies, I'm so glad you could share in the awfulness that is Google warranty support.

A further two phone calls (totaling 20 minutes, not including wait time) and they agreed to issue an advanced replacement.

Suffice to say I'll not be keeping them, so if anybody wants them, new sealed in box, then look on MM shortly.

 

[norm]

Yeah it is, I'd not processed it all the first time around.

If the OP doesn't look back on this transcript with a good deal of embarrassment in a few months then, well, see my earlier post about lacking in self-awareness.

Couldn't care less, if Google purposely drive you to the point of frustration when designing these systems they deserve what they get.

Case in point, the form that precedes the web chat asks for your name, and asks you to outline the problem, so why exactly is the chat operative asking for the same information again.

 

[norm]

Just to reiterate, you suck.

Such wit. 10/10. Would read again.

Really this is what these forums have come to.

 

[norm]

Because only the first name is required and no doubt that's what you supplied. They wanted your full name for account details/warranty claim. Then you got arsey when they didn't specify full name.

Also, "pixel buds", very informative for the actual human person that you interacted with.

Wrong and wrong.

I've just screenshotted that for your reference.

And yes I did fill it out correctly.

 

[norm]

Because only the first name is required and no doubt that's what you supplied. They wanted your full name for account details/warranty claim. Then you got arsey when they didn't specify full name.

Also, "pixel buds", very informative for the actual human person that you interacted with.



You really do suck though, like, as a person. I don't really feel the need to be witty here. The huge amount of replies pointing out how and why you suck should be enough for some introspection, but they won't.

No you'll maybe learn one day that if you have a desire to denigrate others it's usually you that suffers low self-esteem.

Simple life truths mate.

 

[norm]

edit - as for the 'Amazon would just swap it out' - really? My experience with Amazon is that they want to follow similar troubleshooting steps if they can and don't just immediately replace £100 items without question, nor dish out free upgrades to models nearly twice the price.

I've always had great customer service from Amazon.

In the past I've gone on to the web chat to merely make a suggestion for the layout of the webpage and the search functions and they've credited my account a £5 voucher without even asking.

And products that have gone out of the 12 month warranty window they've dealt with efficiently and promptly.

So maybe that's why my experience with Google surprised me.

 

[norm]

I don't think anyone who's seen this thread will be buying from you.

I'm so devastated that you might not buy a pair of Pixel ear buds really.

 

[norm]

Possibly, but your attitude is abhorrent.

Let it go man. You can make personal attacks at me all you like, but really what is your end goal here.

I've come back to the thread and still you persist. Are you related to Abi or something?

Or are you a simp, trying to defend her honour?

 

[norm]

Here norm, let me help:

"Yeah you guys are right, I was frustrated and took it out on the chat agent, wasn't really his fault"

The end.

You shouldn't really be assuming someone's gender like that. God forbid random persons on the internet call you rude.