I am paying customer of gsuit, gcloud, google music, adwords, etc.
I first tried with adsense complaint form, there are 2 of them, one if your account is disabled for invalid activity and one if you violated policies. I tried with invalid activity form because that is what my adsense login page says why my account is banned (evene when I do not have adsense enabled anywhere), but I get automated answer every time that the account is not disabled for invalid activity but for policy reasons and that is that. When I try the policy form, it sends automated answer that the account is disabled for invalid activity and that they can not investigate further...
Because I am paying customer of gsuit I tried support there. Guy from support tried for almost a week to get any human support from google regarding my case and he could not!!! Imagine that, support guy for a paying customer could not get help from inside his own company. That is such a fail for Google. He directed me in the end to the Youtube team to appeal there and wished me good luck.
Google must do something about it, this customer relationship is so bad. Why would I continue to pay for their other services if I can expect that they can ban me from them for no reason and without explanation or support?!
If they want to seriously compete with Apple and even Microsoft then they really have to step up their game.
However, using this disables all kinds of google now functionality, and other stuff, as mentioned in the posts above.
It's really a long post, maybe I'll do a write up
Eventually, I opened new account with gmail.com address.
Exactly. Which should be a huge hint to get yourself off of google services and thereby stop paying them. Like all big corps. their feedback loop consists of:
customer continues to pay -> everything must be ok
Google doesn't interact directly with their primary customers. They provide free services that draw eyeballs to serve up ads. That's it. If they were selling you access to google search (their primary means of income), I would imagine you'd find a much better experience.
This is a symptom of a monopoly, not a symptom of the market/an inability to make money while providing support. I mean... let's get real, look at their quarterly income statements. There is a LOT of wiggle room to hire support personnel,
I don't own Google stock but 0.1% of revenue would be a huge number that you just can't blink away. Especially when it is not a one-off whim I mean spectacular moonshot but rather an ongoing business obligation.
I hate that the service sucks but I'd rather they don't waste money like this.
Google could get the drivers for most Android phones mainlined if they wanted to push the issue, but it isn't a concern for them apparently.
And then, the whole account-disabling thing. Did they not learn their lesson in that respect with regard to the early Google Plus rollout and all the problems, not to mention bad press, then?
Google doesn't just make mistakes, in such regards, they inhabit them, and they demonstrate a very persistent attitude that there is no problem in all this, in the first place.
I have the Google features I use. As I've mentioned before, I draw the line basically at Google Docs (ok, "Drive", or whatever, now). I don't use much of anything of theirs that is newer.
And, I tend to stick to functionality that they themselves are known for dogfooding and continuing to use, officially, internally.
Hell, even my Nexus 5x was a hassle, with the in my opinion poorly conceived as well as communicated Google Fi "we will take over and eliminate your free-standing Google Voice account/number, with no choice about the matter" behavior.
It's like they have no conception nor care that their users might actually come to rely upon their products and features.
That's a great model for building trust and the value-added customer relationship that goes with it. /sarcasm
I've had great support experience with both Azure and AWS, but simply don't want to risk needing support on a Google product. Not worth the headache.
I'll just never know, because it's not worth the time to find out (and potentially be wrong) when I can use services from providers with a reputation for good support (and who gave me good support for years prior on their other product lines -- something Google definitely hasnt done).
They can't kick you out of search and it's pretty hard to hit issues with ads. But the other stuff. Whew! You could end-up with your wonderful Google-powered world disconnected overnight and no recourse to deal with it sensibly. Read stories about people losing their email accounts and more due to issues with other Google services.
One of our clients had an issue about five years ago and that was all I needed to understand that relying on Google can be deadly to a business.
He had over 200 domains parked at GoDaddy. And GoDaddy would place a page with ads on every single domain. These ads were powered by Google (said so on the page). They'd give you some insignificant percentage of the virtually nonexistent revenue.
Google launched a service called "Google for Domains". Park the domains with Google instead and get paid 100% of the virtually nonexistent revenue. So this guy decided "Why have a middleman?" and moved all of his domains to the "Google for Domains" service. This entailed listing them with Google and changing to the provided DNS. As you listed the domains Google went through some sort of a check and approved every single one of them. Presumably they didn't want obscene sounding domains or something like that (even though they -presumably- supported anything GoDaddy would thrown at them).
Three days later all of his Google accounts are suspended. The claim was "unexpected click activity" on the ads they placed on these domains. In other words, click fraud.
So, here's Google accusing a guy --who is doing 7 figures a year with his real business-- of clicking some ads to earn, what, twenty-three cents? The whole thing was surreal beyond all description.
Why did he do this if he didn't need to? Because he wanted to get the hell out of GoDaddy and when this announcement for "Google for Domains" came across his email he told his web person to just move all the domains away from GoDaddy parking. It was that simple.
There was no way to get through the Google customer-no-service wall. No way at all. The situation was final and without any sensible way to seek resolution. That one event, years ago, is what instantly made me decide reliance on Google was the worst business decision one could make. They would have to walk on water for me to recommend that anyone utilize their services outside of search and ads. What a horrible company.
This behavior isn't unique to Google. All the large web companies have such contempt for their users that they behave in totalitarian fashion and offer no sensible mechanisms for customer service or conflict resolution.
For example, if you advertise with Facebook, have no experience and run afoul of some of their nebulous rules your FB ads account could be permanently suspended or closed down. Again, just as the Google case, there is no real path to resolution. You can send in a form that probably ends-up in the hands of a petulant 24 year old child with no manners and devoid of the ability to deal with real human beings and get back a totalitarian "your account is permanently suspended" reply that helps nobody. Yeah, I've seen that one happen too. Once again, what a horrible company.
The first problem here is that it's the automation/AI in Google doing these calls. The second one is the question where the fuck are the humans monitoring automation/AI actions ?
So no thanks Google, you can't convince me getting into your AI fairy-tale fueled products in the future.
Note: I bought the Nexus 7 while in Germany through the Google Play Store website.
I still bought a few Google devices later on, but I won't let their customer support handle anything ever again. Fuck Google.
a) if the author speaks the truth (and I have no reason to believe otherwise) that the was never dropped - Google should fix it. That much is obvious.
Now, the b).
b) C'mon Google - you know the author is a techie / twitterer / reviewer - of all the people to annoy with customer service, is a person like that really the good choice?
This incident clearly exposes non-positive elements in their customer support culture.
They don't? Who does then?
Now if you want to say they're not perfect and they've had their problems, I would agree with that.
Apple requires that you book an appointment at one of their stores, go there, wait on line anyway because there are people who don't want to book online, have someone who can't fix hardware problems look at it, and then say they'll take it but you must give them your file vault password first.
Dell on the other hand after ten minutes of hardware troubleshooting on the phone comes on site with replacement parts. If they can't fix it they send it back for you, and you can request that they give you the hard drive in the machine before they send it. It's very excellent.
On other hand - I have written a entire blog article about how shitty Apple customer care in India is - http://gnufied.org/2011/08/30/the-applecare-story/
I assume that's why there are so many new Latitude/Precision keyboards on eBay at any given time (people bullshitting their way to getting spares and then selling them on).
Only after I posted my experience on a public forum I was contacted by a Dell social media person in the US who then organized support from Dell Netherlands.
Dell customer support was hostile from the get-go, claiming "compatibility" problems with my MacBook. Compatibility? What could cause my laptop to be incompatible with the UP25 and yet compatible with the U23? Hogwash.
They finally agreed to exchange the monitor. They sent a refurb.
Since then, I've read multiple stories of people having problems with Dell monitors, using Windows or OS X. A common thread is the DisplayPort connection.
I also feel like you are comparing Dell's enterprise support to Apple's general customer support...
"My chair's seat fabric has torn a bit. Is there anything you can do?"
"When did you buy it?"
"Erm, around 6 years ago, I think."
"No problem, an entire replacement seat will turn up in a truck tomorrow. We'll fit it and leave your chair good as new. Have a nice day, sir."
This article is one more piece of news that makes me glad I excised Google from my life almost completely (I haven't found an alternative to my Nvidia Shield TV yet, but I'm looking).
I can't imagine too many ways that a backpack or piece of furniture can become accidentally damaged by "user error." Remember, so many people try to misrepresent their own mistakes (perhaps because they didn't understand what happened or they didn't realize it was their own fault) as product defects that the phone manufacturers all had to add things like internal liquid sensors to their devices.
On another note, many of my non-technical friends conflate Android OS software problems with device defects (e.g. "my phone died" actually meant that they had 300 running processes because they never learned how to close running apps on Android -- which to be fair is a PRETTY buried feature that doesn't lend itself well to user discovery; the number of people I see that don't realize they have to manually close apps on their Android phone is shocking). It's probably the reason there are so many ways to buy "refurbished" devices.
Needless to say, if Apple or Google started honoring a lifetime warranty, they'd lose a lot of money pretty quickly.
Maybe on a 2011 device with 256MB of memory and Gingerbread this was true, but memory management hasn't been a problem on Android phones for a few years now. The memory management has improved in parallel with the amount of available memory, to the point where the device can actually perform worse if the user goes mucking about and closing apps manually. With Marshmallow and Nougat it has become even more efficient.
The OS already uses 950M of its 1GB of RAM.
Remember, memory is like a keg of beer, if everyone drinks it all, it's gone regardless of how you "distribute" it to people into smaller sized Solo cups or whatever.
I can think of a few things that could help but not solve the problem, but the crux of the problem is that it's still a finite resource:
Working against that, you also have Gates' Law.
Anyway, it's my understanding that Android uses custom heap size limits to help keep things running smoothly. This combined with efficient garbage collection makes for a generally smooth user experience on a constrained device like a phone or tablet. Android will cache, and later kill, processes that aren't being used, to free up memory for active processes. Memory may be a finite resource, but not in the way you described; it's not permanently used up and can always be freed for foreground tasks.
I lived with this for a few years and eventually contacted the local reseller to see if replacement parts were available. Got blown off because I wasn't a corporate customer.
About a year later, I decided to contact Steelcase corporate directly. I described the problem, as well as how I'd been basically ignored by the local dealer. Told them how I'd gotten the chair, and that I was willing to pay for parts. Not only did they apologize profusely, they sent me an entire (v2) seat assembly - in black leather - at no charge, described the changes between the versions, and said it would fit on my chair just fine. It did.
There's a reason I now have four of these LEAP chairs at home.
I understand that Barbour, the wax jacket company, are fairly incredible when it comes to customer service too. (Nothing has ever gone wrong with my jacket so I've yet to put this to the test.)
I had to fight tooth-and-nail for an aluminum chair that had scratches all over it on delivery to get it replaced. They blamed me for scratching a chair that I'd paid over $1k!
On the flip side, Apple Service is so good that now our IT organization just tells their employees if they have any issue, just go to the Apple Store and work with them directly. So, something to be said about that. And, it's getting to the point that almost all of the major cities I travel too have some kind of Apple Authorized repair - even if they don't have an Apple Store yet.
If you had enterprise-grade equipment. Their consumer support was absolutely horrible.
You can self-certify and manage your own component replacements, which works from small to mid scale. We do this for about 1,000 servers and it works pretty well; no phone calls where you roll the dice for quality of the tech, and I like frobbing hardware from time to time, it's a nice change from hacking C++ or PHP . . .
Fry's - Knowledgeable service for consumer goods and online price matching. Apple Stores are full of pretty idiots who love to make you wait.
Dell - Enterprise hardware, and support is great. Apple phone support is painful, if turning it on and off again doesn't help you are out of luck unless you have Apple Care and can wait a week for a replacement.
Buffalo - Great call line. People on the other end know their stuff.
Fry's Electronics sales people rarely know the product, inventory, or compatibility, and quite often make things up.
I love the store, the access, the inventory - but it's not a place I'd put on the list for knowledgeable service.
And as stated below, Fry's is a good place for fictitious advice. According to them, XP was discontinued long before MS extended sales of XP for netbooks.
I hate the physical stores, I hate the App Store.
1) Lost my power cord while traveling, so I thought I'd jump into the Apple Store and pick up a new one. Should be an in and out thing... took 1.5 hours of me just waiting around the store for them to sell me a power cord. This was in Sydney. Once I actually got to talk to someone, it still took 20 minutes. So painful. "Genius" is Apple for happy little idiot.
2) Tried to buy 8 laptops for a dev team. Bought them all online, went to pick them up... credit card cleared, no errors or messages on the website. Get to the store, "We're sorry, Sir. We can't give you more than 3 laptops per day." Uh? So you want me to come back once a day for 2 more days to pick up these laptops? "Yes Sir, that's our policy." It took a call to some regional corporate sales clown to get them to hand me 8 laptops the same day I paid for them.
3) Every try and roll out software to a team using the App Store as a source for any of that software? Is it the company Apple Account? Is it their Apple Account? Which account has the stupid software licenses bound to it, and how do I set it so I can use the company Apple Account to install the software, but not leave my master password for the company saved on their computer... I don't want to have to give them that password just so they can keep their system up-to-date... rather they just log in and expense software... nope, it's a cluster trying to keep it all updated once you have more than one account providing software. Apple does not care in the slightest about corporate users. I should have some sort of provisioning interface that lets me grant rights to use software licenses I own to their personal accounts... that's probably not pretty enough for Apple though.
2) I've run into this before (with iPads rather than MBP), so I know you're likely factual here. The business sales person said if I'd ordered from him, wouldn't have been an issue, but consumer orders live by consumer rules. He did at least tell me that it was two per person, not two per order, so I called my friend who lived near Valley Faire Mall at the time and had him bring four of his kids. Yes, it was stupid, but myself, him, and each of the four kids walked out with two iPads each in our arms.
3) pro-tip: check out Apple VPP. Very easy to sign up for and trust me, it's everything you need and more to make this a smooth process to handle.
I have to chime in "me too" here; it's hard to believe that Apple is this stupid, but they are. No iPad Air 2 cases in the front of the store!
Here's my story, not that it matters much but maybe when Apple eventually goes bust someone will chronicle the litany of stupid decisions they made along the way.
I bought an iPad Air 2 over Black Friday weekend, good price from an authorized seller. A few days later I received it.
I go to the Apple store to select a case. I can't find any. Some sales drone says the cases are in back, since they only have a "limited" amount of display space.
Directly in front of us are a bunch of pegs on the wall. Each peg is capable of holding quite a few cases. But each peg has exactly 1 iPad Pro grey case. There are six pegs next to each other, two rows of three. Each of the six pegs has exactly 1 iPad Pro grey case. Right next to these pegs are a bunch more, each with exactly 1 iPad Pro case, just a different color. Overall, literally dozens of pegs on the wall, each with exactly 1 iPad Pro case.
Yes, the display space is "limited", but they could get a wee bit more inventory out front if they didn't deliberately act like idiots about it. It must make sense to someone but not to me.
I walked out. I wasn't about to stand there while he rummaged around back for something to show me. I went to a local department store and got a decent case for a lot less than I would have paid Apple for one.
It would be understandable if the iPad Air 2 was discontinued. But as of 30 seconds ago I can still go to the Apple website and buy one. So, WTF???
2.) Yeah that's dumb. Maybe it's a stocking thing since it's Australia? Never heard of anything like that in the US.
3.) Almost everything on the mac store exists outside of it as well, but I agree it is somewhat designed more for consumers. You could use deployment tools if the source isn't App Store, or a 'family' account that shares purchases among users. Though I agree that's not ideal. Supposedly they're improving management with some new tools similar to how apps can be managed on iOS.
The max number of laptops was in Austin, the store in The Domain.
Just looked into the Volume Purchase Program as suggested in another post... interesting but doesn't help me 3 years ago when I had the problem. Glad they've made moves to fix it.
What I liked about HN was that it wasn't Reddit. You feel good because you can downvote me? Hooray, downvotes really add to the conversation.
Not much point in talking with someone who thinks I'm lying. And I don't give a shit about internet points, so keep downvoting me.
- Bored, doesn't-give-a-damn drone takes the broken thing and tosses it in a cart. Done.
- Mid-level manager gives me a hard time, and I wind up having an argument and threatening to reverse charges on my credit card.
My favorite episode: I buy a computer, get it home, and it won't even POST. Try to return it. They say, "We can't take this back, it's broken and we can't put it back on the shelf." WTF?
Yeah, you've been to a different Fry's . . .
I'm not going to pretend that Apple's customer service is horrible, but I can safely say that they aren't special anymore. Maybe I've just been incredibly unlucky, but simply put, their customer service is lackluster at best.
Edit: Just to be clear, this is all consumer level support.
1. Microsoft Band, a month after its warranty expired (bought in the USA), they still replaced it for free because of plastics wear, a common issue for that version
2. GF's Surface RT: faulty touch screen 1 year and half after she bought it, replaced for free, no questions asked, they even sent the replacement before I shipped the faulty one
3. GF's Lumia 925: she thought the pictures taken by the back camera were yellow-ish, she got it replaced with another brand new 925 for free. Six months later we bricked it trying to install a Windows 10 Insider Preview, replaced for free with a Lumia 830
4. My Lumia 1520, sent it in for repair because the battery was wearing out (it lasted a little more than a day instead of 1 and half/two), got a Lumia 950 XL instead
A friend of mine also got his Surface Pro 3 replaced for free.
I went ahead and did it but I struggled since it was not a small purchase price. I received the replacement and sent the defective unit back. Expecting the hold to be released with in 2-3 business days after they received the defect unit. Nope. They ended up holding the money for 15 business days.
I don't know if I'll ever buy something Microsoft again.
Back in '99, I bought a DEC Alpha. It was a great machine, although it had its quirks. I was having problems with the new chipset and compiling a linux kernel, and called support. I was about 16 at the time, and it's about 11 pm (CDT) on a Friday night.
I was put through to an actual engineer who must have been working late, and he helped me through the process. It ends up that certain kernel versions only supported certain chipsets.
Nowadays the company and the tech is mostly lost to the sands of time, and it seems good customer service went along with it.
I've also had laptops and monitors replaced by other companies on a "we'll send you a replacement, you send the defective one back in that box with this prepaid shipping label, and thanks for buying our products" basis.
I haven't heard of that from Apple.
When the G5 iMacs had problems with bad capacitors on the motherboards, Apple would send you the replacement midplane with swap instructions, along with a box to return the old one in.
I took pictures of the process:
They eventually switched to "take it to the local Apple store or mail it in".
But having a Google product doesn't make you a Google customer. We're basically parts of a hot-dog for them.
I filled in an online form, printed the pre-paid label, dropped it off at UPS. Within a week, no questions asked, a brand new pair showed up in the retail box (with another box, set of batteries, extension cables).
I've always found returns to manufacturers a huge pain in the ass, this was the first that wasn't.
Had a high end ("business" not gaming, same class as the MX Master or Performance MX in the current range) corded mouse circa 15 years ago, stopped working.
Called them, they just sent me a new mouse no questions asked.
People on the support line are diabetic themselves and are using the same monitoring devices to manage their illness so they really know what they're talking about.
IME Apple customer service is useless if you try to talk to them over the phone (though less hostile than Comcast), and good but not great if you go into a store. The best customer service comes from small companies selling premium outdoor stuff. For example, Darn Tough honors a lifetime warranty on their socks; OR tends to replace faulty products with no questions; and even REI will replace merchandise for a year. (REI used to do it forever, until assholes took advantage of their policy too often.)
No shipping delays, no not having the device while they "wait for spare parts", no discussions about access to the OS for testing, ...
If you don't have on-site with Lenovo and a service partner locally you apparently can bring/send it directly there and they'll claim the warranty with Lenovo, that might be a good deal as well if you know a trustworthy local shop.
There's a reason why third-party repair shops like Rossmann Group exist and make a killing doing component and board level repairs on iDevices.
I've had a few issues with devices in the last decade and after a quick check, if it's not a software issue that can be fixed, I'm leaving with a replacement device, even when on holiday it was painless to go into the nearest Apple store and get it replaced.
I rarely ever use the warranty on anything I buy as the process is usually not worth the effort but Apple Care is the only one I'd consider getting since I'll use it when I need, it's easy to find an Apple store and know they'll fix or replace anything with issues.
This is in contrast with most Android manufacturers who are happy to forget about you after the device has left the shop, and (free) Google online services which have basically non-existent customer support.
It will look pretty damning if Google itself can not build reliable customer service experience even while charging ridiculous prices for supposedly "premium" Android device.
This differs per jurisdiction, but in general you are entitled by law to receive a working device without flaws. In my jurisdiction this even extends beyond warranty. For example, you can expect a car, a door, or a guitar to work beyond 2 years. This law is irregardless of what you paid for the product or what the perceived quality is. The law even extends to software updates (security & reliability fixes).
As for Apple, they managed to ship my MBP 2010 with a broken discrete GPU yet fail to replace it. They also try to scam customers into buying extended warranty which basically is an anti harassment tax.
There are various factors:
* VAT is always included unless (if its aimed at business solely, like IBM, then this doesn't seem to be the case, but then that is being mentioned)
* Relatively low EUR. The EUR also isn't doing so well compared to the USD.
* Storage tax. This to compensate the entertainment industry.
* Environmental taxes.
The price you see in store is the price you're gonna pay (excluding S&H but the seller has to inform you on that before the sale is finalized). I find that practical.
> since they preclude inexpensive short-term-use or disposable electronics.
Which I consider a great thing because its better for the environment (although not good enough).
I'm not interested in buying a new phone every year because the software isn't updated anymore, or because the battery isn't allowing me to use the phone for a whole day anymore.
That's why -after burning myself with various cheap and expensive brands- I got myself a Fairphone. No, it isn't perfect and it won't run the latest version of Android, but at least it will have all security & reliability fixes backported. Monthly. At the very least its a step in the right direction, and the Fairphone is leading by example.
> * Relatively low EUR. The EUR also isn't doing so well compared to the USD.
For a non-Euro holder visiting Europe, doesn't that mean things are cheaper in Euro [the currency] countries? Most companies do not adjust the price of their products often.
I find what happened to this individual shocking - I hope this is not the future of Google's support.
While that level of customer service might have been too generous, Google clearly needs to do a lot better that the support they are apparently providing for the Pixel.
I guess this problem looks a lot like user damage though. Unless it's a widespread issue, might be hard to convince them otherwise.
The one Google exception that I have seen is Project Fi.
They have (24/7?) live chat and email/phone support available. They also have CSR's on /r/projectfi who seem responsive. I've had to contact support several times and had every issue taken care of immediately. It was been a much better experience than Verizon ever was.
Their entire business is based on data analysis. If their lack of customer and end user support was analytically shown to be a danger to their profits, they'd take action immediately. Computer says "no problem."
In Japan in the 70s and 80s, analysis showed that it was cheaper for Japan to build strongly reliable cars, because of the distance and shipping costs to their markets. And thus "reliable Japanese cars" became a thing.
Today in California, data shows the opposite, for Google. It's cheaper for them to suck.
It's not personal, it's just data.
I complained on Twitter about false positives and how I lost trust in it. They contacted me to say I can get a new replacement of the new version.
So I called them and the person spoke perfect fluent English and it wasn't tin can VoIP line. I was more amazed at those two things than getting a new smoke detector.
All good fast service I wish all tech support was as smooth. It was like being back in time when you got a person and everyone was polite plus your problem was resolved.
and how apple 'handled it' https://www.youtube.com/watch?v=EDaPDHvI4Xg
 mine looks far worse than this http://forums.macrumors.com/attachments/image-jpeg.641961/
Do you work around mercury vapors, by chance? I wonder if it could also be something unusual in your sweat (perhaps from your diet)?
I destroy guitar strings on a near-weekly basis, despite all the anti-corrosion plating tech they have.
And Apple's service has topped "customer satisifaction" lists for years on end.
I'm not a shill, I promise. I just really like my Discover relationship.
I've owned 3 different models of iPhone and the premium support (if you pay it) is worth the price, aside from the issue of booking a time I always leave the apple store with my device fixed or replaced, I never have to come back another day and they always take my complaint very seriously (even showing me diagnostics indicating potential other issues I had not noticed).
I cannot fault Apple's customer service at all, in fact, it's why I still buy their phones instead of going through the impressive hoops I used to go through with sony-ericsson and nokia phones.
Second it's not just with their new phone the pixel they support poorly.
Try having problems with google fiber. The stories of them taking a year and a half or over two years to deploy fiber 400 feet or to a house next to a house with it or an apartment already wired for it is insane. I don't think they have they really care about supporting their services or products. They just want you use them so they can monitize your data. Beyond that they aren't interested and it shows.
Their core soul is how to make money off data. That's it. Making the pixel was just another finger to capture more data. Android is a tire fire IMO. Google fiber is fast but pray nothing goes wrong. Any of their other services and you're pretty much on your own.
I don't think google deserves to be anywhere as large as it is. But time will tell if they are able to stay relevant.
In my experience, Apple support isn't great either, unless you are a paid customer. When I bought the Iphone 3G, it had dead pixels upon arrival, I got a replacement, same thing, then went for another replacement, but at this point they started to argue, talk about "half-dead pixel" (a new concept), etc .. I had to insist heavily and make a bit of a scandal in front of other customers to make them replace my phone, which they did (finally, my 3rd phone also had a dead pixel, this time I gave up).
I also remember dropping close to $2k for a macbook pro 2 years ago, upon arrival the hinge of the screen was loose, this time tech support told me that 'unfortunately', that kind of stuff requires a screen replacement, and that's not going to happen for such a small thingy.
I've always assumed that for the kind of money Apple charge, I deserve perfection, the reality is kinda different. Best way I found to prevent insulting myself too much when I order from them is to falsely claim I am a student and pay with a discover credit card. It's still a robbery but 15% cheaper.
In the end, googles lack of support is one of the major factors I'm willing to pay the extra cash for Apple devices. That plus privacy and thought out security.
I believe him - I have no doubt they'll send me out a replacement if the issue keeps showing up.
Its a super expensive laptop so I'm definitely paying for it. But it sure is nice to get a personal, premium experience like that from customer support.
Apple has good service but they won't repair/replace everything. But i find them more than reasonable when something goes wrong.
Not it's not. A replacement for a hardware problem is only good service if the new one does not have the same hardware problem. Replacing a broken part with a broken part is slightly worse than doing nothing at all.
Apple seems to be on some sort of mission to tie everything to your fingerprint, something that people have demonstrated is easy to fake if you have an image of the fingerprint. There was a massive issue about the FBI getting access to that iPhone but, when they tried to do it themselves (instead of getting Apple to give them a really easy way to do it that they could use in future, which was their initial goal) it was easy for them to do.
Apple is not doing a good job with security. They are doing a good job with PR, including convincing people that don't think about it too closely they are doing a good job with security. Look at it more.closely and you can only conclude that they don't actually care about security, just the perception of it.
How is it robbery when you consented to the purchase?
Same thing for the 2015 MacBook pro, problem with the screen hinge wobbling since day one. Just Google for it and you will see how widely reported this problem is.
Deploying fiber where you think it would be easy to deploy fiber is not customer support...
If you have never been impressed by anything they have done though you have pretty high standards. You can be impressed and still not want to use it but, it is hard to imagine someone not finding anything they have done impressive.
Apple has an appalling history of denying problems with their devices when they know about them and making life hard for people who get third party repairs. I think Apple are probably great while your device is in warranty but, out of it, they seem to be actively making it hard for you to keep using it wherever they can get away with it.
And as long as their consumer facing products were things like free webapps, they could get away with it.
...but if they want to sell a premium-priced handset, they can't get away with it. It's a USD$750 phone, come on. Telling the user that it's probably just a non-existent screen protector?
This, along with they they gave the middle finger to the Nexus line, has turned me from a strong Google supporter into someone who will give a second thought before considering using their services.
I really don't understand how people tolerate this. I can't be without a cellphone for a week, my family and I use ours to coordinate many of our activities.
I've not been disappointed when I've walked in to an AT&T or Verizon or Apple store and said "here's the problem ... fix it". And they fix it!
I have a full time job, my phone wasn't staying connected to a cell tower in downtown SF for more than 15-30 seconds at a time. I was having a ton of anxiety and Project Fi support was content to let me do their troubleshooting for them. It was very frustrating and Project Fi is still unreliable as hell!
You've galvanized me, I'm getting rid of Project Fi, I'm done with this. WiFi SMS isn't worth this crap.
I think this is a pretty good confirmation that google doesn't know how to support hardware.
* free repair, (with a repair notice describing the fault)
* replacement (must be the same condition as the purchase, so no second hand!)
* refund (the same amount you have already paid, provided in the same form as your original payment.)
And of course, the kicker:
> You are entitled to return a product if you believe that there is a problem.
And the business you purchased from has to foot the costs of said return.
All of these things are things Google has tried very hard to avoid, but they're selling the Pixel here, so they have to play by the consumer-oriented laws.
It'd be interesting.
They shipped it to you here in Australia, so are beholden to the rules.
Valve, Yellow Pages and other overseas companies have been punished for ignoring those rules.
Sorry if that wasn't clear.
Their TBD fine could be up to ~$900k US per person they stole from.
I believe apple & att will replace the broken phone with a manufacture refurbished device.
Apple is required, and does if you point out their obligations, to provide a new device if you purchased a new device.
As phones are also guaranteed a "reasonable lifetime" of 5 years, this has led to replacing 4s with 5s and the like.
However, as you mention ATT, you might be American, in which case, almost none of these guarantees applies to you.
For example, "extended warranties" you pay for are considered useless, and the ACCC recently did a public awareness campaign against them.
Why? Products are guaranteed to last a "reasonable lifetime", where precedent determines reasonableness.
Precedents I know:
* "Dumb" phone, 10 years
* Smartphone, 5 years
* Fridge, 10 years
* Car, 8 years
* Laptop, 5 years
* Tablet PC, 3 years
However, you're pretty much guaranteed to get nowhere unless the company, or a subsidiary, resides within Australia.
But, if in doubt, report to the ACCC, they handle the legal legwork for you, even to see if you have a case.
EDIT: I've had a few Arduinos from dealxtreme be shoddy. The ACCC got them to send replacements.
Personally, I've never needed to test it, as mentioning the Consumer Rights Commission is enough to make the worst of businesses suddenly become your best friend.
However, a little research shows:
The ACL will assist if the business refuses to honour the guarantee. 
> "If we find that a retailer is not honouring the obligations imposed on the retailer under the consumer guarantee provisions of the Australia consumer law then the ACCC will take action to deal with those issues," Mr Samuel said.
Optus, a sizeable telecom, got a decent fine for hiding stuff in fine print.
> The ACCC has already been busy enforcing a prohibition on false, misleading or deceptive claims, with Optus recently agreeing to pay $178,200 in fines for potentially misleading consumers with some of its phone cap advertising.
There's actually a TV show revolving around this stuff , so I'd say its relatively enforced.
Its against manufacturing defects, and designed to fight planned obsolescence.
EDIT: Most warranties here don't cover consumer-caused damage either. If they do, extended warranty makes sense, but it's few and far between.
What goes into deciding reasonableness usually involves:
* Cost of product vs average income of average household
* Reliability advertised
* Average income of the targeted audience
* Audience reliance upon the product
As a quick example, an iPhone sells for about $1400, which is about 2% of the average income, and is a daily use item.
The device breaking causes disruption to the consumer, and has already cost a somewhat sizeable part of their income.
They're entitled to the time necessary to offset such a purchase, and interest rates and insurance rates are used as the guide here. Both of which use 4.8 years for 2%.
Also important to realize that the denominator matters. Seeing a murder on TV every day doesn't necessarily mean that the world is in chaos. And seeing a couple of anecdotes about an issue doesn't necessarily mean it's widespread.
That said, if I were the OP I'd be pissed and blogging about it, too.
A customer service organization that only wastes the time and money of some of its customers, with no escalation path to get a proper resolution, is still horrible. It doesn't matter that it worked for you.
I agree, but I think that it's difficult to accurately evaluate the quality of a customer service department with these anecdotes because every large company will have the occasional misstep. I have personally heard of bad stories from every company mentioned in this thread that supposedly has good customer support. What's less obvious is whether there is a bias between different types of users. I'm just throwing out a theory here, but perhaps Pixel users are more technologically minded than iPhone users (this wouldn't surprise me) and so they are more publicly vocal about their issues because they are more invested.
For instance, Nexus devices were probably more common among Android developers and reporters on blog sites, so Nexus problems were important to them and were popularized by the online media more than an equivalent problem would be in a more mass-market phone that might be popular in a different country.
tl;dr Every company has had missteps, and I don't think anecdotes provide a clear picture by which to rank them.
My company has faced a bug in their location dashboard for over a year. We support local businesses and often get asked to update their Google business details. We're unable to delegate location dashboard access inside our Apps domain. My partner can send the invite to any gmail account, but can't send access to me inside the company. I can't even access my own company's panel through my paid Apps account.
We've had calls, emails, sent tweets. Repeatedly asked for supervisors or for the issue to be forwarded to an engineer. The typical response is to get blamed or deal with support confusion in India over what we're trying to achieve.
The end result of 'partner' support? They gave a 2 hour notice over a major rebrand to GSuite. The only way they could do it better is send us a postcard simply saying 'FUCK YOU!', and in smallprint 'but thanks for your money and information'. As said in other threads on this topic, Comcast offers better support. That's telling.
High-priority support tickets typically get a very fast response, although it may take several days to debug the issue and fully resolve it. The technical support people are very open about infrastructure issues on their side (although sometimes they don't publicly announce them as early as I'd like). They sometimes even help debug issues in our code when we determine that the problem isn't on Google's side.
We get invited to participate in user feedback meetings (through Google Hangouts of course). During these, we make feature requests that often eventually show up in releases and help prioritize features that are already planned or under development. I've even had one-on-one meetings with gcloud product managers.
Google BigQuery's public issue tracker is also pretty decent.
All that being said, this is a (very welcome) exception for Google. Every time I've had to interact with the support system of a non-gcloud Google product/service I've walked away disappointed.
We won't be in a rush to use Google Cloud, even with the savings.... just knowing they are waiting to pull the rug out from under us once they start to gain market dominance or change course is a massive turnoff.
Amazon's is some of the best I've used.
Apple's can be good but I have had some poor experiences with them that have knocked them down a peg or two.
The jury is out on Uber for me. I've had to fight to get some stuff fixed or done right but they eventually get it done.
Services like American Express have purchase protection, but the limits I believe won't be enough to cover the Pixel. If you were sold a lemon and Google won't hash it out, go ahead and let the card company fight that battle for you.
If enough people start doing this, you can bet Google will double down on customer service as proper cost avoidance.
Purchase protection isn't the same thing as a chargeback.
Chargebacks that are disputed can affect your credit rating as well.
That doesn't change my position that this is the perfect impetus for a chargeback should Google fail to address the defect.
Deep scratches are clearly visible, as are bits of concrete or asphalt that are embedded between the glass and the bezel.
The coloration of the plastic bezel is changed where a /buff-job/ was done in an attempt to remove said scratches.
That is a human error problem, not a manufacturer defect issue. I hope they take you to task for lying so blatantly and attempting to stir up trouble. If you've damaged their brand, I certainly hope they sue you for libel.
In case OP deletes the original pictures:
It looks better than most phones that have been in use more than a week or two.
In this case, the phone does look as if it had either a hard fall, or a hard hit against something.
In addition to the defect the guy called them about I see unscratched glass, unscratched metal, lint, and some abrasions on one of the three edges of plastic that don't go deep at all (I bet you couldn't feel them) which are probably only visible because the phone is being lit from above. None of this is a big deal.
This is a new phone that they want to be successful, so they need to go above and beyond.
Of course, no way is it conclusive, so I don't see how it justifies how the support played out.