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Eámonn
Original Poster
Oct 23, 2023

How to escalate an ongoing issue? Pixel Watch Repair Nightmare

Hi all,

Long story short:

- My pixel watch stopped charging
- Sent back under warranty for repair/replacement
- Next day pickup, arrived in Poland the day after. Very quick.
- Same day, RMA confirmed, replacement "shipped"
- Tracking stayed for days at "Waiting for item" from Google
- Took me 3 weeks of constant questions to finally get another RMA. No feedback from Google, I had to constantly chase it up
- RMA approved, second watch sent. Email said it was a Pixel Watch 2 to my surprise, I assumed as an apology - was very happy!
- Watch received next day - pixel watch 1, "puck" only. No band, no charger, no box - all the things I was told to send in
- Sent in another query with Google
- I'm now back to the start, we're a week later with zero update or response on what is going on

I've consistently been asking for escalation and been told it's "with the higher support team" and there's nothing they can do. The higher support team frequently don't seem to answer, and apparently all they can do is put a note on the ticket and wait further...

I'm now at a month without my watch for a simple replacement - honestly one of the worst support experiences I've had from such a big company :-(

Is there any way or any one I can escalate to to get this actually looked at, rather than a ping on the ticket that is being ignored?

Thank you!
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Benjamin
Platinum Product Expert
Oct 23, 2023
Do you have a case number?
Eámonn
Original Poster
Oct 26, 2023
@ReginaS unbelievably, it's all wrong.

- Originally I sent a pixel watch 1 with both bands, original charger, and original  box
- I received an email stating a Pixel Watch 2 puck was being sent
- I received a Pixel Watch 1 puck

That was the first thing wrong - I was left with a PW1 puck and nothing else.

I've now had parts sent to me:

- A Pixel Watch 2 Charger
- A Pixel Watch small band

Not only do I need a large band, but I don't have a pixel watch 2, despite what the email said and how nice that would have been!

So the current state of things is I have a small band which doesn't fit me, a pixel watch 2 charger, and a pixel watch 1 puck. After a month.

This was supposedly done by the "highest level of escalation" - which is extremely concerning.

Case ID is 1-7018000034961 has been opened which I assume will go through 7 days or so of silent escalations once again :-( If you could help in any way I'd appreciate this, this has been the worst support experience I've had from any company ever.
Eámonn
Original Poster
Oct 28, 2023
I see that the quality of response I've come to expect from Google is alive and well here as well as via chat, email and phone.

I haven't looked at an Apple product since I had the iPhone 4s but I think it might be time to move back - if nothing else, Apple at least support their customers. Highly disappointing, I expected more from Google products.
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