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2/21/19
Replacement phones under warranty are refurbished phones. 3 Recommended Answers 30 Replies 52 Upvotes
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My pixel 3 xl is having issues with calls. The other person cannot hear me clearly. My voice keeps cutting in and out for them. After trying all the suggestions two times, Google wants to RMA, but will replace my brand new phone with a refurbished phone!!!!
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2/24/19
My new $1000 Pixel 3XL took 3 hours (was on phone with Fi support entire time) to activate because the wireless radio kept failing (BOTH WiFi and cellular connection) and dropping/restarting connections every 3 sec, it constantly randomly power cycles as well and gets about as warm as an activated Hot Hands hand warmer. So I never even got a chance to use my 'new' phone and they still refuse to replace my phone with another new one.  Instead, they also want to send me a Toilet phone (a phone that may or may not but probably has gone on a toilet trip with someone).  But don't worry - they wipe them down really good they assure me!

And then when I told them to just cancel it since I don't want it if that's the case, they told me I can't even do that because it's past the 15 day delivery window that wasn't even relevant to me since FedEx driver or someone else signed for it (not me and I didn't recognize name) and it was ultimately left on my back porch still boxed weeks later.  I asked well then should I just file a complaint with FedEx since it wasn't delivered properly to me and they say...well now that you FOUND IT you can't do that.  HAH!  What a laugh!

Anyways, I've spoken to around 5 or 6 reps and only 2 were even friendly.  The rest were seriously and genuinely rude to me and annoyed with me for having these issues that are out of my control apparently.  Also, they all told me conflicting things and don't know how to do or handle anything and won't even stand behind or honor what the first agent that helped me activate it said in regards to returning it if I wanted.  Nor will they or can they escalate it to any actual living human person but apparently can only send off humble form-based requests to an emotionless God-like deity that only responds to them via a method that is about as fast as Woot's SmartPost shipments.

In fact, while glancing over at my extremely warm paperweight a bit earlier today it occurred to me that not even a single one of the agents had thought to pause my account or tell me that I should since I am being billed as if I have an actual working phone and phone service.  Top notch stuff.

Anyways, I was with Fi like 3 years ago as well and there's a night and day difference between the Customer Support now versus back then.  I was genuinely surprised when a Fi agent was actually rude to me, not standing behind promises and unable (COMPLETELY unable) to do or help with almost anything.  As in literally to the point of being absolutely and disastrously inept.
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3/23/19
Either the Gold Product Experts are lying or the 'Adam' from The Google Support Team is.  Adam claims that getting a refurbished or new device depends upon the country. So which is it - the country or your personal warranty terms?
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3/24/19
Having the same exact issues as referenced above. This is a bait and switch issue. I paid full price for a brand new phone that turned out to be defective after less than 4 mos of standard use and now I am going to end up with a refurbished phone for full price?

The warranty states it is to Google's discretion. 

The fact that it is Google's sole discretion means that they do reserve the right to replace with a new phone OR to provide a full refund which I prefer so I can re-buy a new phone. So this means that FI is choosing to provide a refurbished phone. Makes sense if you are towards the end of the warranty period, but I haven't even used this phone for 4 months yet. I have only gotten 3 full months of usage with no issues thus far.
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1/23/20
Google customer service sucks. they sent me a refurbished phone as replacement in warranty. three month later this refurbished replacement is not working. the whole screen is green and i could not do anything.
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