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5/2/19
How can I submit a formal complaint about Google’s customer support? It’s ridiculous & time wasting 0 Recommended Answers 30 Replies 70 Upvotes
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I have had issues with my Google Pixel 3 - when making calls, they fail consistently. I called google and they sent me some instructions, which I followed and they didn’t help. I also have changed the SIM card twice and that hasn’t changed the calls. I then called Google again and they said the small fracture on the screen is voiding warranty so I need to get that fixed. They also said they would ‘escalate’ the issue further for me and when I asked about the timeline or benefits of an escalation, they could provide no further information at all. I contacted the authorised repairs company (the only one in Australia is in Sydney and you can’t call, you need to email) and they quoted me $450 to fix a tiny fracture on a phone that doesn’t even work, and wasn’t working before the fracture. Since then, I have been told my Google that they would call me back MULTIPLE times and they HAVE NEVER called me back. I asked to speak to a supervisor who was laughing at me over the phone and again, said she would call me on Monday and it is now Thursday with no call back. The customer service is absolutely ridiculous and I would like to submit a formal complaint - the ‘support’ over the phone seems to be of no use so I have come here. Hopefully someone can help me.
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5/2/19
One of the customer support officers that I spoke to also suggested I go to an unauthorised repairer to get the screen fixed - I have a recording of this and the support officer confirmed the recording of the phone call will be linked to my account. I have the name of the officer who said this and the supervisor who has not called me back.
Last edited 5/2/19
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5/5/19
What is the UK complaints procedure ????? I have been sent a phone with a cracked screen and Google support are saying it's my own fault even though it was delivered broken. This is illegal under UK Consumer Law yet Google support do not even acknowledge it.
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5/23/19
I also Have an issue with Google Customer Support. I was charged for a replacement device that was returned. But they claim it was never received. Even though I have tracking and proof it was sent back to their warehouse.
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6/4/19
I had the same problem Bea.   The person on the phone was very rude and actually said "for all i know you could have sent us a box of rocks".     It's been over a week for me and this has still not been resolved.   Google keeps pointing their fingers at other people and refuse to take ownership of the situation.   Nothing i can do but sit here and take it.
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6/5/19
Yup. I'm still sitting here 2 weeks later with a full price Pixel 3 XL charge on my cc for a refurbished device that was returned. I was promised it will be credited back to my account in 3-5 business days. Called my back and was told there are no pending refund in their system. Google support is not giving me a direct answer. It's ridiculous.
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6/6/19
Bea, did they replace your own device with a refurbished one? I am just wondering as I am currently in a situation where i purchased a faulty device from them and they told me they'd replace it with a new one and when it came it was actually a refurbished one.
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6/17/19
Similar problem:  New Pixel 3 arrived with SIM-lock, and I was promised that it would be looked into. A week later (and several emails asking me to 're-instill my patience'), a "supervisor" offered an exchange (with a fast exchange only when I agree to a hold on my CC) - and the exchange might be a refurbished phone.
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6/29/19
You guys are lucky to even be able to contact support... I bought my pixel 3, 34 days ago and it won’t even turn on or anything. I have yet to drop it or even do anything to it. It’s extremely frustrating that I just dropped 1100$ on a phone that I cannot use. Google is also impossible to contact by phone. It’s a wild goose chase & everywhere is saying to contact them through my google pixel 3 that DOESN'T START!!!!!! FML. This is so stressful and not needed from a company like this...
Last edited 6/29/19
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6/29/19
Have any of you tried tweeting @ Google or the MadeByGoogle Twitter account? They are very responsive on social media and will usually start a DM conversation about your issues. 
 
It's worth a shot!
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5 days
How on earth do you contact these people?!
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