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

Mrwong · 27 Oct 2022 at 17:42

Kenai said:
Didn't think that was the case, though happy to be shown something official that says otherwise.

ok, two phones with equal spec one come with £200 worth of headphones the other does not.
Most will go from the product that comes free if the retail price is high. Free extras are what can lead to a sell, companies know this.

Kenai · 27 Oct 2022 at 17:46

Mrwong said:
ok, two phones with equal spec one come with £200 worth of headphones the other does not.
Most will go from the product that comes free if the retail price is high. Free extras are what can lead to a sell, companies know this.

Yes obviously.

But part of the reason they do that, as I understood it, is that by doing so they can avoid certain liabilities associated with those free gifts compared to things being simply sold as a lower priced package of items.

If you've got any reference to legislation that says a faulty free gift entitles you to chargebacks or S75 protections against the paid for item the gift was given with, i'd be interested to see it.

dlockers · 27 Oct 2022 at 17:48

Kenai said:
Yes obviously.

But part of the reason they do that, as I understood it, is that by doing so they can avoid certain liabilities associated with those free gifts compared to things being simply sold as a lower priced package of items.

If you've got any reference to legislation that says a faulty free gift entitles you to chargebacks or S75 protections against the paid for item the gift was given with, i'd be interested to see it.

If they were free as in free then you wouldn't have to give them back if you return something?

Mrwong · 27 Oct 2022 at 17:49

Kenai said:
Yes obviously.

But part of the reason they do that, as I understood it, is that by doing so they can avoid certain liabilities associated with those free gifts compared to things being simply sold as a lower priced package of items.

If you've got any reference to legislation that says a faulty free gift entitles you to chargebacks or S75 protections against the paid for item the gift was given with, i'd be interested to see it.

Well, I could buy the phone and then request a refund and not return the free gift. Try that with any product, they will want the free gift back.
I could go round to every shop by the product with a free gift then return the product but not the free gift. Get back to me on that one.

Kenai · 27 Oct 2022 at 17:51

Mrwong said:
Well, I could buy the phone and then request a refund and not return the free gift. Try that with any product, they will want the free gift back.
I could go round to every shop by the product with a free gift then return the product but not the free gift. Get back to me on that one.

Yes, agree that their own Ts&Cs will stipulate that but does that create a legal standing that failure of that gift entitles you to the full consumer protections that would apply if it had been purchased directly? I'm not sure it does.

Mrwong · 27 Oct 2022 at 17:52

Kenai said:
Yes, agree that their own Ts&Cs will stipulate that but does that create a legal standing that failure of that gift entitles you to the full consumer protections that would apply if it had been purchased directly? I'm not sure it does.

Does not matter, the shop can't have it both ways.
I have been there and just purchased the same product and swapped it over if the shop acts like Mr. Dick.

Rai200 · 27 Oct 2022 at 17:53

Mrwong said:
Well, I could buy the phone and then request a refund and not return the free gift. Try that with any product, they will want the free gift back.
I could go round to every shop by the product with a free gift then return the product but not the free gift. Get back to me on that one.

Usually the gifts are provided after the 14 day return period, IIRC I got some free Galaxy Buds but didn't receive them until 45 days after purchase.

Kenai · 27 Oct 2022 at 17:54

Mrwong said:
does not matter, the shop can have it both ways.

I suppose I just have to take your word for it then in the absence of any other source

I look forward to seeing the OP getting his money back

something daft already!! · 27 Oct 2022 at 17:55

Mrwong said:
He/She could have called up many times and got to the point where they had enough.

People are welcome to be annoyed but they are not welcome to take it out on the people they speak to at the company.

Mrwong · 27 Oct 2022 at 17:59

something daft already!! said:
People are welcome to be annoyed but they are not welcome to take it out on the people they speak to at the company.

I have been here before, round and round each time they say we have nothing recorded about the complaint. I then say I have recorded calls to prove it.

Diddums · 27 Oct 2022 at 20:03

Mrwong said:
That is part of a cs agent's job, they need to expect people to be annoyed. If they can't then they should not be working as a cs agent.

Wrong. If anyone spoke to my guys like that I'd probably tell the customer to either speak to them respectfully or find someone else to offer them services.

Mrwong · 27 Oct 2022 at 20:50

Diddums said:
Wrong. If anyone spoke to my guys like that I'd probably tell the customer to either speak to them respectfully or find someone else to offer them services.

He did not swear, and it is not that rude. if the agent cannot handle that then the agent should not be working in that field. the agent needs to be able to manage this situation.
Again, the person was not rude and did not swear the person was annoyed.
This is part of CS, if they cannot train these guys to deal with this, then they should leave that field.
Cs are going to have 70% calls relating to bad experiences or even more, so they should expect this.

builder22 · 27 Oct 2022 at 20:54

the agent was fine, wtf are you talking about?

Richie · 27 Oct 2022 at 20:59

Mrwong said:
He did not swear, and it is not that rude. if the agent cannot handle that then the agent should not be working in that field. the agent needs to be able to manage this situation.
Again, the person was not rude and did not swear the person was annoyed.
This is part of CS, if they cannot train these guys to deal with this, then they should leave that field.
Cs are going to have 70% calls relating to bad experiences or even more, so they should expect this.

The CSA in the OP handled it fine but it doesn't detract from.the fact that the OP was acting like a knob

kona786 · 27 Oct 2022 at 21:23

Dude went full retard.

Never go full retard.

#tropicthunder

Hedge · 27 Oct 2022 at 21:29

Woah this is awkward.

Rimsy · 27 Oct 2022 at 22:59

Mrwong said:
He did not swear, and it is not that rude. if the agent cannot handle that then the agent should not be working in that field. the agent needs to be able to manage this situation.
Again, the person was not rude and did not swear the person was annoyed.
This is part of CS, if they cannot train these guys to deal with this, then they should leave that field.
Cs are going to have 70% calls relating to bad experiences or even more, so they should expect this.

Why use 5 words when 50+ will do the job

jrodga2k5 · 27 Oct 2022 at 23:13

I love how it quickly escalated to asking or Pixel Buds Pro as compensation :cry:

Having read the full discussion, the only person making it convoluted and lengthy was the OP. Like all customer service roles (especially with faulty goods) there are standard questions that need to be asked. The attitude is just ridiculous.

Macky · 27 Oct 2022 at 23:25

School holidays are upon us again, evidently.

mattyprice4004 · 28 Oct 2022 at 00:07

Fail 1 - being a colossal asshat
Fail 2 - making reference to the Sale of Goods Act which was essentially replaced (for consumers anyway) by the Consumer Rights Act many years ago - the SOGA is essentially redundant

I would say fail 3 is norm’s Mum not having a headache the night he was conceived, but that feels a bit far

Norm, try not to be this much of a turd in your next CS interaction