12-15-2018
11:57 AM
- last edited on
12-15-2018
12:10 PM
by
John-BBY
I am writing today to ask for assistance in a unique situation. I have been experiencing an issue with the Google Pixel 2 XL since July 2018 when I first purchased the phone in order number: {removed per forum guidelines}.
Since, the manufacturer, Google has provided me with a total of 5 phones in 5 months. I have yet to have a working phone for any period of time since purchasing the phone from Best Buy. Obviously an issue with the Google Pixel 2 XL or the refurbished phones they have sent me. I have lost faith that the issue will be resolved through Google. I would like to ask for Best Buy's assistance since I believe they should stand behind the products they sell and do something to ensure the customer has a satisfactory experience.
I have contacted Best Buy’s support team through case: {removed per forum guidelines}. This team recommended contacting you.
Thank you for your consideration
12-16-2018 12:21 PM
I am not sure if Best Buy would be able to help you because it is outside of the return period and the phone you have now is not the phone you originally purchased on the receipt serial number wise. It would be my recommendation to continue working with Google to hopefully resolve the problem.
A moderator should be by to give an official response.
12-16-2018 12:39 PM
Hello colinbo,
Thanks very much for joining us at the Best Buy Community forums. I’m sorry that you are having issues with your Pixel 2 XL.
Under our Return & Exchange Promise, we are able to do a return or exchange on a mobile phone for 14 days after it is purchased. If your purchase was made in July, it would be well outside of that return period and we would not be able to offer any warranty support unless you purchased a Geek Squad Protection Plan along with your phone.
If you did, please head over to our Express Replacement page, here, to get a new phone ordered.
If you do not have a Geek Squad Protection Plan, my net best advice would be to reach back out to Google, or to contact your carrier directly. Sometimes phone carriers can provide warranty service on phones on their network, so it may be worth giving that a try.
If you have any other questions, please let me know.
Sincerely,
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12-17-2018 05:41 PM
12-17-2018 06:10 PM
Hello again colinbo,
Welcome back to the forums.
As I mentioned in my previous post, outside of our Return & Exchange Promise’s return period, which is 14 days on mobile phones, you would need to rely on your phone’s manufacturer’s warranty.
If Google is not providing you the kind of service you need, I suggest reaching directly out to your carrier instead. They may be able to offer you some kind of alternate solution.
I hope that they’ll be able to help find a solution for you.
Sincerely,
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12-17-2018 10:57 PM
12-18-2018 07:59 AM
Did you buy chance purchase any sort of Geek Squad Protection plan on the device? That is the service Best Buy specifically sells in order to help in situations like these. If you didn't purchase that plan, there isn't anything Best Buy would be able to do.
12-18-2018 12:57 PM
Hello again colinbo,
As SPOPPAT says, if you do have a Geek Squad Protection plan, we would be able to assist you. If you aren’t sure if you bought one, you can send me a private message through the link in my signature below this post with your name, email address, and phone number and I can double check for you.
Without a plan, however, I would need to refer you back to the manufacturer or carrier for any assistance under that manufacturer’s warranty.
Sincerely,
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12-18-2018 09:34 PM
12-18-2018 09:35 PM