TJ

TJ
Senior Supervisor

Emily(store-support)

Today is July 3rd. I contacted Google to speak with a representative about my Google pixel 2 overheating and shutting off in the middle of activities. Both representative stated that they would escalate the situation and a Google pixel support technician will give me a call within 24 to 48 hours. Well that was 5 days ago. I called today and spoke another representative from Google and she actually transfer me to TJ a senior supervisor (kudos to the rep the actual helped). While speaking with Rr. TJ the Senior Supervisor, I explained to him my phone is overheating and shutting off during activities such as watching YouTube videos me, scrolling through social media sites or just being on the phone talking. I also informed Mr. TJ the senior supervisor that my phone my phone is under its 1 year manufacturer warranty (I purchased in January) and I would like a replacement. I have no physical damage on my phone. The only problem is my phone is overheating and gets extremely hot. Mr. TJ the Senior supervisor States that he cannot honor my one-year manufacturer's warranty due to they don't have the device in stock. In my mind I'm thinking "How is that even possible if you're the manufactur company of a device.. that's like Samsung running out of Samsung 9s or like Sony running out of PlayStations 4s or 1 even better running Apple running out of iPhones 9 or X's". Mr. TJ continues with " oh he have the device in white but I cannot offer it to you due to the devices being different colors. So not only do some customer service reps sucks nor value the customer or his issues as a priority (because I never received the phone call within the 24-48 time frame that I was promised and I had to call you guys myself) you guys do not honor your Warranty. (even though Google is a manufacturer of Google pixels 2) Mr. TJ the Senior supervisor stated you have device in a different color white not black but it can not be offer to me cuase it's not the original color of your device and I didn't purchased from a Google store. I can tell you I have been an advocate supporter of Google and and never had a problem with any of my Google devices until a couple days ago and based off my experience with you guys I've decided Google now has the "WORST CUSTOMER SUPPORT TEAM" I've ever encountered. I feel like since my device wasn't available maybe the white version should've been offer to me as a courtesy.

There was no concern to actually fix the issue, no troubleshooting, not even "can you take your device in to one of our stores and let one of our in store reps/techs see if they can trouble shoot your device".... NOTHING!!!!!!..... I called with a problem and received no solution. I feel like it's my fault because I made a bad purchase The only thing I received was I cannot switch out your device due to inventory issues.

I hope you guys nothing but the best. I know I am a small pebble in a Big Pond (at least that's the way I was treated)

Sincerely
Isaiah J. Carter