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New Member
Posts: 7
Registered: ‎12-15-2018

NEED CUSTOMER SERVICE ASSISTANCE PLEASE! - Continuing issues with Google Pixel 2 XL Phone.

[ Edited ]

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

Recognized Member
Posts: 215
Registered: ‎09-03-2018

Re: NEED CUSTOMER SERVICE ASSISTANCE PLEASE! - Continuing issues with Google Pixel 2 XL Phone.

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.

Posts: 5,763
Topics: 66
Kudos: 539
Solutions: 330
Registered: ‎12-23-2016

Re: NEED CUSTOMER SERVICE ASSISTANCE PLEASE! - Continuing issues with Google Pixel 2 XL Phone.

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,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 7
Registered: ‎12-15-2018

Re: NEED CUSTOMER SERVICE ASSISTANCE PLEASE! - Continuing issues with Google Pixel 2 XL Phone.

You're not addressing the concern. Yes, I know you are not obligated to do anything. However, purchasing from Best buy would assume it is a quality product. 5 phones in 5 months is completely bizarre and unacceptable. I was hoping Best buy would step up to help a loyal customer out. The phone was purchased in July but was never in fully working condition as you can see with the multiple replacements that Google send.
Posts: 5,763
Topics: 66
Kudos: 539
Solutions: 330
Registered: ‎12-23-2016

Re: NEED CUSTOMER SERVICE ASSISTANCE PLEASE! - Continuing issues with Google Pixel 2 XL Phone.

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,

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 7
Registered: ‎12-15-2018

Re: NEED CUSTOMER SERVICE ASSISTANCE PLEASE! - Continuing issues with Google Pixel 2 XL Phone.

I'd think you'd offer me at least a discount on a new phone or something. Customer service has really become bad.
Recognized Member
Posts: 215
Registered: ‎09-03-2018

Re: NEED CUSTOMER SERVICE ASSISTANCE PLEASE! - Continuing issues with Google Pixel 2 XL Phone.

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.

Posts: 5,763
Topics: 66
Kudos: 539
Solutions: 330
Registered: ‎12-23-2016

Re: NEED CUSTOMER SERVICE ASSISTANCE PLEASE! - Continuing issues with Google Pixel 2 XL Phone.

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, 

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 7
Registered: ‎12-15-2018

Re: NEED CUSTOMER SERVICE ASSISTANCE PLEASE! - Continuing issues with Google Pixel 2 XL Phone.

Absolutely no customer service these days. You're missing the point altogether.
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New Member
Posts: 7
Registered: ‎12-15-2018

Re: NEED CUSTOMER SERVICE ASSISTANCE PLEASE! - Continuing issues with Google Pixel 2 XL Phone.

The point is a list customer had a horrible experience and best buy doesn't care.