Pixel speaker/mic issue run-a-round

[sedge11]

First phone experienced the issues with the ear speaker and mic not working so I took it into Verizon and they sent me a replacement. I have had the replacement for less than 5 months and it is experiencing the same problems. I went in to Verizon to get it resolved and was told that the phone warranty goes by the date the ORIGINAL phone was purchased, the replacement (less than 5 months old) was not. They want me to pay $150 for another replacement, ridiculous. I take very good care of my phone, no scratches, dings, marks whatsoever, I keep the charging ports and other applicable areas clean of debris. I use my phone for business, so this is costing me time, money and potential business. They told me to contact Google to see if there was anything they could do, so I did. about 20 minutes into our online 'chat', (can't use my phone to TALK to anybody), I was asked for the IMEI number. Google says that Verizon never registered that number, so now I have to go BACK to Verizon, have them register my broken, replacement phone so that I can start another online CHAT with Google to see if the phone can be replaced by them. This is absolutely ridiculous, unbelievable, disgusting. Incompetence, abusing a customer, no person should have to go through what I am going through because on an issue that I had nothing to do with. Where is customer service, where is the concern for the customer, does anybody at Verizon even care? Is all of this acceptable behavior, and I can absolutely, guarantee that in the end I will get, 'I'm sorry, there is nothing I(we) can do." I would very much prefer to get this response from someone in management, preferably UPPER management, just to hear what excuse they are going to offer and how their hands are tied. This whole ordeal discusses me, nobody cares any more.

Post modified as required by Verizon Wireless Terms of Service​

[vzw_customer_support]

sedge11, I am sorry to hear you are have been running into audio issues with your replacement phone. I know how important it is to have a great working phone. My goal is to get to the bottom of this for you. When you purchase a brand new phone your device includes a 12-month manufactures warranty. If that device is replaced in that period the replacement will either continue on the remainder of the original warranty or 90 days, whichever is greater. Can you provide more details about Google stating your device not being registered? Did you purchase any insurance options on that device? Justin_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[NMP1067]

I too have had an issue with the speakers/mic on my Pixel. Mine began before the first ten days.  I could not hear anyone that called and they could not hear me.  I took it back to the store.  They kept it overnight and worked on it and said they had it repaired.  I continued to have issues and took it back again yesterday.  I was told they could replace it with a "Better than New" phone.  We know that means a refurbished phone.  I am not happy.  My husband and I both purchased new phones on May 6th.  He purchased a Droid. It completely died about two weeks ago.  He was given a "Better than New" phone.  Now I am getting one as well.  It is less than two months of ownership of new phones and we both have refurbished phones, but still paying for the new phones that we originally purchased.  How is this even fair?  Less than two months. We have been with Verizon for years.  We carried four lines when our children where at home.  Never missed a bill.  I know that we will be leaving as soon as this contract is up.

[Ms954]

I had this problem with two phones, I was told it was my internet, then it was my settings, then told me mine got wet never. So traded it for a S9 had same problem, plus that Bixby dude kept turning himself back on, no one told me that this was a big problem until my 30 days passed and they made me feel like I was so stupid. Even got Samsung on phone they told me that Bixby don't stay off, he does change settings so not me. Verizon gave me no apologies only upgrade yes upgrade $200 credit paid out monthly payments through out the contract of Pixel 2 phone.  Still haviny speaker problem not calling Verizon, but they're not going to get me stay when this phone is paid I'm going to Sprint they have the same CDM? PHONES that Verizon does so ours will work on their service. Verizon charges for premium and gives you metro service, oops I heard that they are getting a lot better too. Maybe it's time to teach Verizon a lesson on customer service and price gouging. Thanks for letting me run my mouth.

[vzw_customer_support]

NMP1067, we definitely want to make sure you get the assistance you need. I am sorry to learn of your speaker issues on your Google Pixel.

As a fellow consumer, I understand your sentiment on a Certified like new device. The warranty program we offer is a convenience to our customers. the actual warranty is furnished through Google, the manufacturer. One option is to go through Google and they can either repair or replace your phone with a new one under the warranty, however, that process takes several days. I can assure you our warranty program is very successful as devices are tested to be fully functional and cosmetically like new. They still carry the remainder of the original warranty. 

Let's make sure all options have been fully explored. What exactly is happening with your Pixel speaker? Have you completed troubleshooting with our tech support? 

GinaU_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[sedge11]

Here is the entire thread with google. I deleted the IMEI number, I didn't know if that is sensitive material or not...….

Vincent

6:07 PM

Thanks for contacting Google
Support. My name is Vincent.

Vincent

6:07 PM

Hi Steve.

Steve S.

6:08 PM

Hi

Vincent

6:08 PM

Glad to have you here.

Vincent

6:09 PM

I see that you are facing issues
with ear speaker and mic on your replacement phone as well.

Vincent

6:09 PM

Sorry to know about that, Steve.

Vincent

6:11 PM

No worries, as Pixel is a little out
of my expertise, but I do have a team that can look into this with you. Bear
with me a moment and I'll grab someone to help.

Senen S

6:12 PM

Thanks for contacting Google
Support. My name is Senen S.

Senen S

6:12 PM

Hi Steve.

Steve S.

6:13 PM

Are you still there?

Senen S

6:14 PM

I see that you are facing issues
with ear speaker and mic on your device, am I correct?

Steve S.

6:14 PM

Hello

Steve S.

6:14 PM

Yes

Senen S

6:14 PM

I understand how much of
inconvenience this can be.

Senen S

6:15 PM

Please be rest assured, I'll try my
best to resolve this issue.

6:15 PM

Senen S

6:15 PM

Could you please help me with the
model of your device.

6:16 PM

Steve S.

6:16 PM

First generation of the Pixel, not
XL.

Senen S

6:16 PM

Would it be okay if we can call you
back in case this chat gets disconnected?

Steve S.

6:17 PM

Andriod version 8.1.0

Steve S.

6:17 PM

I don't have a number for you to
call me back at!!!!!!!!!!!!!

Senen S

6:17 PM

Is there an alternative number where
we can reach you?

Steve S.

6:18 PM

My computer doesn't seem to be
updating the conversation automatically so I need to keep entering a space/return

Senen S

6:18 PM

Sure not a problem, I see that

Steve S.

6:18 PM

NO, I do not have a lan line, or
another cell phone, there is no other number

6:19 PM

Senen S

6:19 PM

Not a problem with regards to that,
we can follow up through email in case we get disconnected.

Senen S

6:19 PM

Steve, may I know since when are you
facing the issue?

6:19 PM

Steve S.

6:20 PM

This is the third week...

6:20 PM

Senen S

6:21 PM

And have you tried any
troubleshooting steps before contacting us?

Steve S.

6:21 PM

I have done 3 factory resets, tried
downloading the new android beta (I read on a blog that this fixed one persons
issues), rolled back to Oreo when this didn't work, another factory reset, I am
beyond frustrated

Steve S.

6:22 PM

Senen S

6:22 PM

I apologize for the inconvenience
you've been through .

Senen S

6:23 PM

When was the last time you've reset
to factory setting?

6:23 PM

Steve S.

6:23 PM

20 minutes ago

Steve S.

6:24 PM

When it didn't work I initialized
this conversation

6:25 PM

Senen S

6:25 PM

Okay and if you have have case on
the phone I suggest you to remove it and check if you have any pending updates,

6:25 PM

Steve S.

6:26 PM

no case, security patch level: June
5, 2018

Steve S.

6:27 PM

Last successful check for update at
6:26 PM

Senen S

6:27 PM

Okay, as the issue persists after
the reset, please help me with the IMEI # of your device so I can check for the
availalbe warranty options.

6:28 PM

Senen S

6:28 PM

It’s a 15 digit number

You can find it in the following different places: -

Go to Settings> System> About Phone> Status> IMEI

By dialing *#06#

On the SIM tray

On the device box.

Steve S.

6:30 PM

Min xxxxxxxxx, PRL version 15562,
MEID xxxxxxxx IMEI, xxxxxxxxxxx, IMEI SV 12, ICCIDxxxxx

6:32 PM

Senen S

6:32 PM

Steve, may I know from where was
this device purchased?

6:32 PM

Steve S.

6:33 PM

This is the replacement phone that
Verizon sent me. The Verizon office I visited was in Winter Garden, Florida

6:34 PM

6:35 PM

Senen S

6:35 PM

As with the IMEI # I'm unable to
pull up any details. I'm going to consult my specialist, this could take a
couple of minutes.

6:35 PM

Steve S.

6:36 PM

okay

Steve S.

6:37 PM

IMEI xxxxxxxxxxxxxxx

Senen S

6:37 PM

Thank you.

6:39 PM

Senen S

6:39 PM

Steve, It seems like Verizon have
not updated the device details and in this I request you to please contact them
and inform to update the device details.

Senen S

6:39 PM

Once they've updated, We'll be able
to check the warranty of the device.

6:39 PM

Steve S.

6:41 PM

Are you going to be sending me an
email so that I can follow up with you or am I going to have to do this whole
thing again?

Senen S

6:41 PM

Sure, I'll do that.

Steve S.

6:45 PM

thank you, this is an absolute,
total pain in the ass and I am absolutely out of my mind. Total incompetence, I
am actually shaking right now trying to contain my frustration and anger.

Senen S

6:43 PM

You'll recevie the emails shortly.

Senen S

6:46 PM

I sincerely apologize for the run
around Steve and please be rest assured we're here to get this sorted.

Senen S

6:47 PM

Steve, I wish I could directly look
into this and assist you until the end.

Senen S

6:48 PM

Since you used a different Channel
to purchase the device (Verizon) this is limiting my options for me to look
into this further.

Senen S

6:48 PM

We wouldn't have the device
information registered with us if the device isn't directly purchased from
Google Store.

Senen S

6:49 PM

Please get in touch concerned
retailer and I'm sure they could definitely assist you with this!

Senen S

6:49 PM

In case any concerns you could still
get back to us and we'd be glad to assist you with Advanced options we got for
you!

[vzw_customer_support]

sedge11, having issues with the phone's microphone would be causing me to feel disheartened as well. I want to help, and that's why I've sent a private message to you. Please respond to that private message when you get a chance so that we can review the warranty for your device.

John_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!