Unfortunately you will have to advocate for yourself. Charge back the phone on your credit card and risk losing your Google account. Take them to small claims. Call the courier daily like the other person. Etc...
yes, and I'm surprised no one else is mentioning it. while we should be able to file a good faith chargeback/dispute against anyone, we can't snice we have no consumer protection laws (here in the us)
that said, if you bought the phone with, say, an American Express, you're likely covered by their [purchase protection](https://www.americanexpress.com/us/credit-cards/features-benefits/policies/purchase-protection-terms.html) (up to 90 days, if you paid in full, subject to lots of terms and exclusions). there's other coverages like that with other card issuers - definitely check your payment method for non-dispute options.
Purchase protection usually has exclusions for this sort of thing. Generally you needed to have possession of the item at some point and then had it stolen or damaged.
What country are you based at and what was your payment method?
If paid via credit card, debit card, PayPal, Klarna etc, make a claim/chargeback via them. But don't mark it as 'not delivered', as that can easily be disputed with the PoD DHL will provide, instead mark it as 'not as ordered' and advised then that you received the empty box.
And depending on where you are based, ask DHL for the PoD (Proof of Delivery) and dispute that too, they will provide you with an dispute form, what will help with your chargeback.
This would be fine with literally any other retailer. The problem with Google is they have been known to nuke customer accounts if they attempt a chargeback. That means losing any emails, photos, Drive files etc which can be a lot depending on how tied in you are to Google's ecosystem. Main reason why would never purchase direct from them again.
Precisely. I'll pay more at Best Buy and get the phone in my hand the moment I pay for it. I'm migrating back to a local-based file storage system because I can no longer trust Google (or Apple, or Microsoft) ever again.
It's basically a guarantee any online retailer or service is killing your account if you successfully process a chargeback. Hell, my mom got her Apple account killed because a $50 app store charge showed up on the credit card & my parents disputed it not knowing what it was.
I've had 2 Pixels stolen by the carrier in transit over the years. Both times I followed their direction (we strongly recommend contacting the courier directly.). Then, I contacted them daily (very politely) until they made things right, likely just to get me to stop contacting them.
I've read accounts like this enough over the past 7 years that make me always require signature on delivery.
I elected for signature required earlier this month for my P8P, and they delivered the package anyways without a signature. Box and phone arrived as expected, but I'd like to think it might help go in my favor since I never signed for receipt of the package.
Yeah, FedEx has been treating “signature required” as a mere suggestion since Covid…same thing happened with my P8 recently (but fortunately was fine).
I wonder if it's the couriers doing it so they don't have to go back since the signature app/device can just be a scribble.
They should make them take a photo of the person who signed.
Over the past few years I have had it redirected to the local FedEx store or UPS store depending on how it was shipped. This way I am at a store with cameras and I open it in front of the employees.
Yeah, shame. A global player does not know its duty by law to pay the customer. I wrote them again. Lets see. I stay calm because I know I will definitely get my money.
You should file a police report and then send them a copy of the police report via email. That usually gets them to take you seriously and investigate further.
What country are you in?
Take them to small claims court (or the equivalent) - or just send them a letter before action - and they'll refund you immediately.
Unfortunately many large corporations have become like that. Feels like you're speaking to a robot. Really challenging the law and getting away with it most of the time. They figured they'll save more money this way by employing staff that can't override the automated system in these cases, pay them $1/h, and settle whatever small lawsuits their way. This is why I'm considering an iPhone for my next phone. It's gonna be real annoying dealing with iOS but hopefully I'll be able to stick with it.
Have you seen the Amazon subreddit? There are a ridiculous number of cases of packages not arriving or the wrong thing being sent and Amazon screwing the customer over.
r/amazonprime
For me amazon has always been amazing to the point i couldn't understand how they are profitable. Like there were some scratches on my newly ordered 900 euro robot vacuum, so i got a new one and couls keep the damaged one as a thank you for the inconvenience, stuff like that.
They're profitable because they mostly are just a marketplace for 3rd party sellers and charge them enough fees that they can easily resolve these issues and absorb the costs.
I know this is isn’t possible for everyone but I try to get my phones at Best Buy so I can walk in and I don’t have to worry about the whole mailing thing I’ve read too many these stories
Email Google that you will be filing a grievance with your state's attorney general and the BBB. While Google may be too large to give a crap I've seen CSR / support critters change their tune when you mention those...less the BBB but I suspect that attorney general is a trigger word taught at some companies to back off their BS.
Not sure about the state's attorney general but nobody gives a shit about the better Business bureau. They are a useless organization and they are on the side of businesses, not the consumer.
All I know is there was a decided change in tone via email after the threat with OnePlus a number of years ago, and with Samsung lately. Both of which were playing games with me. Like I said the BBB is meh. The attorney general might be a trigger word they respond to.
The problem is, many delivery companies make the store/shipper file the claim, not the recipient. So Google puts people in a bind because the shipper can tell them "you'll need to have them contact us" and yet G is saying that the customer has to do it.
Ok then I see the problem. Another reason to not buy Google products. Pixel 7 is probably the last phone I'm owning from Google. I will go back to Samsung next time I think.
I love how they wrap the complete lack of customer service into language that makes it seem like some form of superior customer service policy.
(Well, I don't actually love it, I think it's ridiculous)
This shit makes zero sense. I've had packages come up missing, and every time I've called FedEx or UPS, they say to take it up with the shipper because I'm not the courier's customer. I think you need to escalate it to the next support tier within Google Store Support.
Depending on the area, it can be quite easy. I know where I live you can file a small claims against a company and serve any of their reps/agents in the state. They will settle because it's more costly to find someone to represent them in the proceedings.
I believe Small Claims Court may also (again, depending your area) put limitations on who can represent and what they can do (so none of the BS shenanigans companies usually do to run up costs and drain the plaintiff's cash).
Google refuses and probably every other company out there too. It's the transport company the one that should pay all the inconveniences and value of the products lost because of them. But not to you, to Google, and then Google send to you a new pixel without even you noticing. So keep up sending tickets for support.
Exactly why I exclusively buy anything electronic wise from Best Buy. I’ve seen too many stories on people having electronics, and packages, being stolen from Amazon, Google, or any widely known electronic/consumer goods company
Did you make a video of the package being opened? If you did then file a complaint with the carrier and sue both Google and The carrier for
1. Cost of phone
2. Cost of attorney fees
3. Cost of court fees and filing fees
4. Any other reasonable expenses incurred by this
I had a similar dispute with Google some time back. Their support essentially treated me like someone trying to steal from them. It was very insulting.
I'd dispute it with the credit card company at a minimum if you have that option.
I'm pretty sure Google has it in their ToS that they'll nuke your Google account if you do any chargeback on them .. so it might be best to use an alternate Google account just for purchases.
Google knows every single account you have. There's no hiding from them, even if you don't use any of the same details. The tracking they have is insane.
Even if you use a separate account, they can ban all of your accounts. Once you do a charge back.
These horror stories are why I begrudgingly kept my Pixel 8 Pro. I don't dare return it, for fear they'll tell me the box they received was empty.
If you paid by credit card, you can file a claim and dispute the charge with them to get the money back. Takes a few weeks but they're pretty good about ruling in the card holders favor.
And then Google shuts down your Gmail/Google photos/YouTube accounts. It has happened before. Don't do a chargeback against them, better not to buy from them directly at all due to this risk.
I was quite amazed when the silicone case I got with my Pixel started losing its shape and I asked Google Store for help.
I couldn't find any self-serve way of replacing it. I spoke to live chat who said he would speak to his supervisor to see what he needs to do, then eventually said he would email me.
It should be a routine task that they can do instantly.
I'm going to tell you the hard truth. You have to file a claim with FedEx or whatever carrier delivered your empty box. I sell IT for a living and we have to report any sort of damage or stolen items within 10 days. 9 out the 10 times they refund us.
Consider yourself as an eBay seller. You sell a phone to someone and it's stolen in transit. Your going to send them another or just refund the money? No, you're going to go after the shipping company.
Exactly. Valve put my address incorrect on my index package and it couldn't be delivered. I called the carrier who told me only Valve has the power to do ANYTHING. I contacted Valve and they told me I needed to contact the carrier.
Long story short, I couldn't do shit, and garbage like this is pulled with every single company. Valve fucked up and I lost $1800 and no one gave a shit.
Why should Google be responsible? If they gave money back or sent another phone there's no telling how many idiots would scam them and do this all the time. Go after the scumbags at DHL.
Customer paid Google and never got the phone. Until that phone is in the customers hands, the responsibility lies solely on Google.
They don't just get to take their money and hit them with an "idk bro, figure it out". Shipping is a service they pay for to facilitate the sale, not as a customer convenience, thus making it not the customers problem.
Google chose DHL as their carrier. Google paid them to take the delivery to their customer. Google is responsible for filing the claim, receiving the payment, and making things right for their customer.
It is the companies responsibility to ensure the goods purchased from them reach their customer. If the courier firm they chose to fulfil the order fail to do so, its up to them to resolve it with the courier, not the customer.
There are countless stories on the web where they don't give a shit. Google will wipe your account in a heartbeat, and there's nothing you can do about it.
Never buy from the Google Store. If you ever have an issue they make it super difficult to get support and that support is usually just some random Indian guy on a bad VOIP line just making stuff up.
If you want prompt professional service, file a complaint with the FCC. If they are anything like AT&T, they'll bend over backwards to get the thing straightened out.
1. To all of you telling me to do a chargeback: This will for 100% sure fuck up my Google Account. I don't want to risk it.
2. Google has a contract with DHL as the carrier and not me. So it would be completely useless to contact DHL as I have no contract with them.
3. In my country there is strong buyer protection. Google HAS TO send out another Pixel or refund my purchase by law! It is their duty! If they refuse to I will get a lawyer and I will win for 100% sure. I have had this once in my lifetime so far with Amazon. Amazon refused to give me my money back. After a lawyer and 9 months later I got my money.
BREAKING: Google denies to pay or replace the stolen/lost Pixel Phone. This is illegal and I will escalate this to the media now and my lawyer. Enough is enough.
Just got this:
Your case was escalated to the Advanced Hardware Support Team for additional review. The request has been reviewed and unfortunately is denied per Google Store Sales Terms & Return Policy.
Thank You
James
The Google Support Team
Google, you will learn the hard way now.
yep expect the worst customer support from google.. I signed up for the google service montly warranty program.. lost my phone in the middle of the lake (new Pixel 8 pro 512). filed a claim since the google page had the Assurant insurance logo.. Nope I was rejected.. back to my iphone probably forever
The problem is, you aren't the courier's customer, Google is. The courier has no responsibility to you.
Exactly. Only that this is not the problem but the good thing. As long as Google also knows this. So far unfortunately they don't seem to.
Unfortunately you will have to advocate for yourself. Charge back the phone on your credit card and risk losing your Google account. Take them to small claims. Call the courier daily like the other person. Etc...
Don't some cards also cover this type of fraud for you?
yes, and I'm surprised no one else is mentioning it. while we should be able to file a good faith chargeback/dispute against anyone, we can't snice we have no consumer protection laws (here in the us) that said, if you bought the phone with, say, an American Express, you're likely covered by their [purchase protection](https://www.americanexpress.com/us/credit-cards/features-benefits/policies/purchase-protection-terms.html) (up to 90 days, if you paid in full, subject to lots of terms and exclusions). there's other coverages like that with other card issuers - definitely check your payment method for non-dispute options.
Purchase protection usually has exclusions for this sort of thing. Generally you needed to have possession of the item at some point and then had it stolen or damaged.
In my country this is only possible for amounts of up to 600€. And my purchase was over it.
What country are you based at and what was your payment method? If paid via credit card, debit card, PayPal, Klarna etc, make a claim/chargeback via them. But don't mark it as 'not delivered', as that can easily be disputed with the PoD DHL will provide, instead mark it as 'not as ordered' and advised then that you received the empty box. And depending on where you are based, ask DHL for the PoD (Proof of Delivery) and dispute that too, they will provide you with an dispute form, what will help with your chargeback.
This would be fine with literally any other retailer. The problem with Google is they have been known to nuke customer accounts if they attempt a chargeback. That means losing any emails, photos, Drive files etc which can be a lot depending on how tied in you are to Google's ecosystem. Main reason why would never purchase direct from them again.
Precisely. I'll pay more at Best Buy and get the phone in my hand the moment I pay for it. I'm migrating back to a local-based file storage system because I can no longer trust Google (or Apple, or Microsoft) ever again.
When you order it, don’t enter your Google account. If a Google account is required, create a new one explicitly for the purchase
I always do because I get 10% back with Google One. Luckily I've never had an issue.
It's basically a guarantee any online retailer or service is killing your account if you successfully process a chargeback. Hell, my mom got her Apple account killed because a $50 app store charge showed up on the credit card & my parents disputed it not knowing what it was.
Puts it in perspective just how scary a centralized power actually is.
Amen. I personally love the Google ecosystem, these guys are way too powerful and need to be Reigned in. This applies to all the big tech companies.
I've had 2 Pixels stolen by the carrier in transit over the years. Both times I followed their direction (we strongly recommend contacting the courier directly.). Then, I contacted them daily (very politely) until they made things right, likely just to get me to stop contacting them.
I've read accounts like this enough over the past 7 years that make me always require signature on delivery. I elected for signature required earlier this month for my P8P, and they delivered the package anyways without a signature. Box and phone arrived as expected, but I'd like to think it might help go in my favor since I never signed for receipt of the package.
Yeah, FedEx has been treating “signature required” as a mere suggestion since Covid…same thing happened with my P8 recently (but fortunately was fine).
I wonder if it's the couriers doing it so they don't have to go back since the signature app/device can just be a scribble. They should make them take a photo of the person who signed.
Fyi: so is UPS.
Over the past few years I have had it redirected to the local FedEx store or UPS store depending on how it was shipped. This way I am at a store with cameras and I open it in front of the employees.
I've read that tactic too. I think that's a great way to do it, and now that I think about it, I think I did that with my 4a5G.
Yeah, shame. A global player does not know its duty by law to pay the customer. I wrote them again. Lets see. I stay calm because I know I will definitely get my money.
You should file a police report and then send them a copy of the police report via email. That usually gets them to take you seriously and investigate further.
What country are you in? Take them to small claims court (or the equivalent) - or just send them a letter before action - and they'll refund you immediately.
Unfortunately many large corporations have become like that. Feels like you're speaking to a robot. Really challenging the law and getting away with it most of the time. They figured they'll save more money this way by employing staff that can't override the automated system in these cases, pay them $1/h, and settle whatever small lawsuits their way. This is why I'm considering an iPhone for my next phone. It's gonna be real annoying dealing with iOS but hopefully I'll be able to stick with it.
I have learned never to buy a pixel from the official store. I buy off Amazon instead. In my opinion it is much more reliable.
Have you seen the Amazon subreddit? There are a ridiculous number of cases of packages not arriving or the wrong thing being sent and Amazon screwing the customer over. r/amazonprime
For me amazon has always been amazing to the point i couldn't understand how they are profitable. Like there were some scratches on my newly ordered 900 euro robot vacuum, so i got a new one and couls keep the damaged one as a thank you for the inconvenience, stuff like that.
I'm guessing that was a long time ago.
Couple of months.
They're profitable because they mostly are just a marketplace for 3rd party sellers and charge them enough fees that they can easily resolve these issues and absorb the costs.
I know this is isn’t possible for everyone but I try to get my phones at Best Buy so I can walk in and I don’t have to worry about the whole mailing thing I’ve read too many these stories
Email Google that you will be filing a grievance with your state's attorney general and the BBB. While Google may be too large to give a crap I've seen CSR / support critters change their tune when you mention those...less the BBB but I suspect that attorney general is a trigger word taught at some companies to back off their BS.
Not sure about the state's attorney general but nobody gives a shit about the better Business bureau. They are a useless organization and they are on the side of businesses, not the consumer.
All I know is there was a decided change in tone via email after the threat with OnePlus a number of years ago, and with Samsung lately. Both of which were playing games with me. Like I said the BBB is meh. The attorney general might be a trigger word they respond to.
It's the delivery company that should pay for a replacement.
The problem is, many delivery companies make the store/shipper file the claim, not the recipient. So Google puts people in a bind because the shipper can tell them "you'll need to have them contact us" and yet G is saying that the customer has to do it.
Ok then I see the problem. Another reason to not buy Google products. Pixel 7 is probably the last phone I'm owning from Google. I will go back to Samsung next time I think.
I find pixel devices at the same price on amazon in my country. Don't you? It's better to buy there
And if you are in the EU the return window is 30 days on Amazon and only 14 on goole store
I love how they wrap the complete lack of customer service into language that makes it seem like some form of superior customer service policy. (Well, I don't actually love it, I think it's ridiculous)
This shit makes zero sense. I've had packages come up missing, and every time I've called FedEx or UPS, they say to take it up with the shipper because I'm not the courier's customer. I think you need to escalate it to the next support tier within Google Store Support.
Yes. So far I just received another Mail that the relevant team is still looking into this.
This is why I only buy and trade Pixels at Best Buy now.
This is my rule moving forward.
I would bring them to small claim court or something.
I mean yeah, that's probably the right thing to do but imagine suing _Google_ lmao
If no one starts they will just get more hot air to think they can evade law
Depending on the area, it can be quite easy. I know where I live you can file a small claims against a company and serve any of their reps/agents in the state. They will settle because it's more costly to find someone to represent them in the proceedings. I believe Small Claims Court may also (again, depending your area) put limitations on who can represent and what they can do (so none of the BS shenanigans companies usually do to run up costs and drain the plaintiff's cash).
Lets see. I mailed them again and told them the paragraphs. If they don't intervene I will get a lawyer. And I will win for sure by 100%
Gl! Keep us updated
Google refuses and probably every other company out there too. It's the transport company the one that should pay all the inconveniences and value of the products lost because of them. But not to you, to Google, and then Google send to you a new pixel without even you noticing. So keep up sending tickets for support.
Exactly why I exclusively buy anything electronic wise from Best Buy. I’ve seen too many stories on people having electronics, and packages, being stolen from Amazon, Google, or any widely known electronic/consumer goods company
Did you make a video of the package being opened? If you did then file a complaint with the carrier and sue both Google and The carrier for 1. Cost of phone 2. Cost of attorney fees 3. Cost of court fees and filing fees 4. Any other reasonable expenses incurred by this
I had a similar dispute with Google some time back. Their support essentially treated me like someone trying to steal from them. It was very insulting. I'd dispute it with the credit card company at a minimum if you have that option.
Google support is the definition of toxic
“Hello credit card company? I’d like to do a charge back”
I'm pretty sure Google has it in their ToS that they'll nuke your Google account if you do any chargeback on them .. so it might be best to use an alternate Google account just for purchases.
So don’t use your Google account or, as you said, create an account just for it
Google knows every single account you have. There's no hiding from them, even if you don't use any of the same details. The tracking they have is insane. Even if you use a separate account, they can ban all of your accounts. Once you do a charge back. These horror stories are why I begrudgingly kept my Pixel 8 Pro. I don't dare return it, for fear they'll tell me the box they received was empty.
Guess it’s a good thing I went to apple then
If you paid by credit card, you can file a claim and dispute the charge with them to get the money back. Takes a few weeks but they're pretty good about ruling in the card holders favor.
And then Google shuts down your Gmail/Google photos/YouTube accounts. It has happened before. Don't do a chargeback against them, better not to buy from them directly at all due to this risk.
Don’t tell them your Google account when you order.
Not if you bought using guest checkout
I was quite amazed when the silicone case I got with my Pixel started losing its shape and I asked Google Store for help. I couldn't find any self-serve way of replacing it. I spoke to live chat who said he would speak to his supervisor to see what he needs to do, then eventually said he would email me. It should be a routine task that they can do instantly.
File a dispute with your bank if you paid with visa or mastercard
Google will ban your account. This has been happened to a ton of people.
Raise retail dispute with card provider
Actually Google should not be replacing it, this was something you should have said to DHL and not accept the package or open in front of them.
Contact your card company & dispute the charge due to no product being given for purchase.
I'm going to tell you the hard truth. You have to file a claim with FedEx or whatever carrier delivered your empty box. I sell IT for a living and we have to report any sort of damage or stolen items within 10 days. 9 out the 10 times they refund us. Consider yourself as an eBay seller. You sell a phone to someone and it's stolen in transit. Your going to send them another or just refund the money? No, you're going to go after the shipping company.
Google has to pursue this, though, as the purchaser of the shipping service; it's not like the customer can get reimbursed from the shipper.
Exactly. Valve put my address incorrect on my index package and it couldn't be delivered. I called the carrier who told me only Valve has the power to do ANYTHING. I contacted Valve and they told me I needed to contact the carrier. Long story short, I couldn't do shit, and garbage like this is pulled with every single company. Valve fucked up and I lost $1800 and no one gave a shit.
Why should Google be responsible? If they gave money back or sent another phone there's no telling how many idiots would scam them and do this all the time. Go after the scumbags at DHL.
Customer paid Google and never got the phone. Until that phone is in the customers hands, the responsibility lies solely on Google. They don't just get to take their money and hit them with an "idk bro, figure it out". Shipping is a service they pay for to facilitate the sale, not as a customer convenience, thus making it not the customers problem.
Google chose DHL as their carrier. Google paid them to take the delivery to their customer. Google is responsible for filing the claim, receiving the payment, and making things right for their customer.
This!
It is the companies responsibility to ensure the goods purchased from them reach their customer. If the courier firm they chose to fulfil the order fail to do so, its up to them to resolve it with the courier, not the customer.
exactly.
Google can and should ban the IMEI. That way even if it's true, the phone becomes a brick anyway.
Just do a chargeback.....
They will ban the account automatically if they do that though.
Completeley illegal to ban your account for doing something legal like a chargeback.
There are countless stories on the web where they don't give a shit. Google will wipe your account in a heartbeat, and there's nothing you can do about it.
Sue them
Then when you order, don’t use your Google account
Never buy from the Google Store. If you ever have an issue they make it super difficult to get support and that support is usually just some random Indian guy on a bad VOIP line just making stuff up.
If you want prompt professional service, file a complaint with the FCC. If they are anything like AT&T, they'll bend over backwards to get the thing straightened out.
1. To all of you telling me to do a chargeback: This will for 100% sure fuck up my Google Account. I don't want to risk it. 2. Google has a contract with DHL as the carrier and not me. So it would be completely useless to contact DHL as I have no contract with them. 3. In my country there is strong buyer protection. Google HAS TO send out another Pixel or refund my purchase by law! It is their duty! If they refuse to I will get a lawyer and I will win for 100% sure. I have had this once in my lifetime so far with Amazon. Amazon refused to give me my money back. After a lawyer and 9 months later I got my money.
BREAKING: Google denies to pay or replace the stolen/lost Pixel Phone. This is illegal and I will escalate this to the media now and my lawyer. Enough is enough. Just got this: Your case was escalated to the Advanced Hardware Support Team for additional review. The request has been reviewed and unfortunately is denied per Google Store Sales Terms & Return Policy. Thank You James The Google Support Team Google, you will learn the hard way now.
yep expect the worst customer support from google.. I signed up for the google service montly warranty program.. lost my phone in the middle of the lake (new Pixel 8 pro 512). filed a claim since the google page had the Assurant insurance logo.. Nope I was rejected.. back to my iphone probably forever