Does Expensive Phone = Great International Support? Say with The Google Pixel?

Ljofa on 18/01/2017 - 23:27
Last edited 18/01/2017 - 23:30

Context:
I purchased a Google Pixel XL outright back in October 2016. Previously, I've used a $200 chinadroid, and while it was significantly cheaper I seriously became sick of having to re-flash the phone with crappy software every few months due to poor performance. I'd always look at the specs of a cheap android and compare them to the flagships, never considering how the software it runs really determines the whole experience. I decided that I would save up for the newest Nexus phone when it came out (which became the Pixel), as who can make better software for an Android phone than the people who make Android itself, right?

Problems:
Well, the truth is the phone was amazing. Everything was so smooth and fluid, the way a user experience should be on a $1k+ phone … reliable. Early December I went overseas on a holiday to Europe (also part of the reason behind the purchase). Out of nowhere, I was taking a picture on the best smartphone camera in the market and I got an error message ”Cannot connect to camera”. I cleared the cache and data from the app, and I was met with purple lines, and a frozen camera. Restarting the phone a couple of times, the camera managed to start working again. However, completely randomly, the app would crash after taking a few shots, taking with it any of the photos taken in the time the camera app was open. You can imagine how frustrating it is when you have just gotten that perfect shot, and you flick to the camera roll and can't find it. After a massive delay, Google released an OTA in early January which seemed to stop the crashing and mostly fix the problem (the camera was still really laggy at times).

I am still travelling right now (and will be for another month). Yesterday, I was quite literally walking down the street and pulled my phone out of my pocket and all of a sudden it was dead. Holding down the power button, the phone is stuck at the bootloader. When you attempt to enter the OS, the Google symbol appears before looping back to the bootloader. It refuses to boot into the main OS. Trying to enter the recovery mode, the phone displays “Failed to boot to recovery mode”. You can imagine my frustration, not only for having a phone that doesn’t work that is 3 months old, but also losing all the data on the phone (thankfully most of the pictures were backed up).

Support:
Getting home today, I managed to start a call with a Google support member and told him the situation. His immediate response was to issue a replacement. This supposedly takes 3-5 business days to deliver, and I’m leaving the UK on Sunday (ie. 3 business days remaining). Google apparently are not willing to send the phone to me, and refuse to send the phone to countries outside the ones they service (which is where I will be staying for the next month). The agent then told me my only option is to wait until I am back in Australia to receive any support. I continued to push for another solution, but the agent could not offer any other help and refused to transfer me to any superiors or other staff.

I am now stuck with a $1k+ brick for the next month while I am travelling, a time where having a phone is crucial. Yes, Google is brand new to the hardware market, and I suspect that in a few years they will be in a similar position to Apple’s support, but not having international support for an internationally sold phone is ridiculous. Currently, their support model is don’t leave the country with your phone, cause if it breaks we won’t help you. I always thought that my purchase would be a safe one; Google is an international powerhouse. It was foolish of me to think that they would have the support to match their so called superior product. As far as I see it support wise, I might as well have still had that crappy chinadroid. If I had an Apple or Samsung, I wouldn't be here right now.

Please share your experiences with international support and customer service in situations where you also felt you deserved better, and hopefully how you reached a solution.

Mobile

Comments

  • [Deactivated] on 18/01/2017 - 23:33
    +1

    They seriously refused to escalate to a manager?
    Let them know via Facebook and Twitter? That is really bad.

    • jofa on 19/01/2017 - 06:04

      Yeah I asked to speak to the person's supervisor, and was told that they have strict rules and are not customer facing. They supposedly get in touch with a specialist and relay the information to you.

      • [Deactivated] on 19/01/2017 - 08:29

        So if you wanted to complain about their attitude then too bad?

        I don't believe it.

  • Kangal on 18/01/2017 - 23:54

    For what it's worth, I just updated my Nexus 5X yesterday.
    Now in Settings, there's an extra Tab.
    And its "Support", and it ties straight to Google and you can send a message and call them 24/7 internationally.

    Generally the support from the big brand names SONY, LG, Motorola, etc etc are quite poor.
    Of the worst offenders is actually Samsung.
    However, in the recent year/s I think they've actually hired some actual people for their support team because people have been saying they're problems have been looked into. And the Note 7 fiasco probably cemented the need for such a "support system" to them. So with Samsung, who knows?

    I still think the convenience of Apple's store/support is the gold standard.
    Otherwise, there's been Remote Virtual Control Support from the likes of Amazon's Mayday service in their Fire tablets.

  • [Deactivated] on 19/01/2017 - 00:00
    -1

    I don't see a problem with Google's response. Google don't manufacture their phones and don't have giant retail shops around the world.

    I think you're expecting far too much. Phones are not like laptops. Most companies do not service people who are overseas and phones come in many different batches to suit a particular country's cellular network.

    Just get a cheap phone. Can't be that expensive. Try getting a budget Samsung or Microsoft Lumia.

    P.S. The camera on the S7 Edge beats the Pixel camera. Jus' saying. :p
    Next time go Samsung and never have to worry about faults unless you're in the 1%.
    The only reason I'd get the Pixel is for the Google Assistant. Those extra Pixel features in the launcher aren't particularly interesting to me. Action Launcher is great on my S7 Edge.

    I still think the convenience of Apple's store/support is the gold standard

    Samsung and Google have a much wider market than just consumers. Same goes for Microsoft.
    I am one of those people that NEVER has phone problems. I never need 'gold standard' support.

    Please share your experiences with international support and customer service in situations where you also felt you deserved better

    Good luck finding someone who has had a similar experience with a phone. You're just unlucky.

    • jofa on 19/01/2017 - 06:09
      +1

      I am one of those people that NEVER has phone problems. I never need 'gold standard' support.

      We all wish to never have problems, but someone has to fall in that 1%. I guess the question is when everything goes south, shouldn't a premium phone that has the price tag to match Apple and Samsung offer the same support?

    • victorwilson on 19/01/2017 - 10:13
      +1

      Next time go Samsung and never have to worry about faults unless you're in the 1%.

      Good joke.
      Unless I'm really (un)lucky and in the 1% for every Samsung I've ever owned, whether it be a smartphone, washing machine, fridge or otherwise.

      • 0FoxGiven on 19/01/2017 - 10:39

        Same here… I owned a Samsung Smartphone and a TV. They both were shite and gave me a really hard time. Vowed to never buy anything that had the Samsung brand on it.

        • [Deactivated] on 19/01/2017 - 11:52

          Which smartphone?

          I have both a samsung tv and smartphone. Both are top of the line. Not complaining here.

          What problem did you have with your smartphone and tv?

        • 0FoxGiven on 19/01/2017 - 12:10

          @fredz: The phone was the 2011 Nexus and half the display stopped responding to touch a little after a year. The TV's speaker diaphragms just disintegrated to powder after a little over 2 years

        • victorwilson on 19/01/2017 - 18:29

          My Galaxy Nexus (2011) also developed problems (battery/charging). My Nexus S (2010)'s power button stopped working and had to be repaired under warranty. Both were supposed to be "top of the line" in their respective release years. My Samsung Jet (circa 2009 touch screen feature phone) screen also completely stopped responding one day.

          My Samsung washing machine was recalled twice due to fire hazards. Second time around, some of the electricals were already burnt out.

    • [Deactivated] on 21/01/2017 - 14:28

      Next time go Samsung and never have to worry about faults unless you're in the 1%

      I loled…

  • [Deactivated] on 19/01/2017 - 08:36
    +5

    3-5 days to send you a new phone is excellent service
    unfortunately your travel plans fall outside their offering
    I don't see how it is googles fault you're travelling

    Are you able to get someone to send the device to you from Australia?
    Surely that would be more economical and sensible

    • jofa on 20/01/2017 - 09:26

      I don't see how it is googles fault you're travelling

      You are right, if I was in Australia and this happened I would have been fine. However, when they launched the Pixel they made a point of trying to promote how well they were going to support the device. I guess one would assume that no matter where you go, they will support you, especially when you paid a premium for their product. That's the service you get with their competitors. I'm going out of pocket about $270 on a new Motorola Moto G4 now, the best cheap smartphone I can find.

      • [Deactivated] on 20/01/2017 - 13:43

        They are supporting you by sending you a new product
        If you want Global Support go with Apple, walk in and walk out that day with a new product
        Sorry but other providers are no where near Google or Apple for repairs and service, it takes Samsung, LG, Sony and other companies weeks to pickup, RMA, replace or repair a device, Google have met their obligations under the warranty, there is no more to it really

        Gold service lies with Apple wether people like them or not, I have only had top notch support even just outside of warranty with Apple

  • apple2016 on 19/01/2017 - 08:45
    +1

    The problem is that google does not have any physical stores for service and ther are very new to this industry. Hope they learn soon.

    • [Deactivated] on 19/01/2017 - 11:49
      -1

      There is nothing for them to learn about this issue. If you want a return, then go back to the country you purchased it from. They are not a personal global concierge service.

      They are not 'new' to this business. They have been involved in the smartphone business for over a decade.

    • [Deactivated] on 20/01/2017 - 13:45

      New to the scene yet 99% of devices run Android which is backed and funded predominately by Google
      Not sure how you see it as a new to the scene company

      The Pixel might be the newest flagship for Google, but people won't pay Apple prices for a Android Device
      time has proven that again and again

      Apple has a niche and it works, their stores are second to none and thats coming from an android fanboy

      • apple2016 on 20/01/2017 - 14:46

        Google never had the experience of selling mobile phones (or any other electronic goods like laptops/ computers etc) and with providing after sales support. Apple have been doing this from day 1 and have learnt thru experience.

        • [Deactivated] on 20/01/2017 - 17:11

          Yes an no
          I guess you could say Google sent ideas to their own vendors to make their products ie Nexus with LG and Samsung

          There is no disputing Apple has a market share of better customer service due to the store front friendly welcome you get with your shiny apple device

          Even so I tend to find being able to have a a walk in repair service much better for my business than being down and out for weeks battling with LG or Samsung

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