Google .... what happened???

I have been a Google supporter for many years with multiple paid products both for personal and business use.?So far, until now, I was pleased with their customer support and was happy to continue paying for the various services.

I had also purchased a Google Pixel 4XL phone a while back as I liked the controls and features offered by the Android operating system.?However, all this changed with my recent experience with Google support or lack thereof.?

On Monday, Dec 13th, I saw a notification from Google related to my Pixel 4XL phone regarding the Extended Warranty for replacing the battery.?I then looked up the authorized service center details and took the phone to CTDI in Singapore.?

The phone was in fully working condition, albeit the battery depleted faster than usual, noticeable after downloading and installing the Android 12 update.?Before upgrading to Android 12, the phone’s battery would last a full day. However, the phone’s battery would last significantly less than a day after the upgrade.?I could only attribute this to a software bug in Android 12 and was waiting for a release patch.?

Instead of seeing a patch update, I was delighted to see Google extending the warranty for the device and taking responsibility for the battery issue.?

I later received an email from CTDI stating that they could not repair the unit under warranty due to internal water damage. If I wanted to continue with the battery replacement, the cost would be $854.?I was surprised by this comment as the phone has never suffered water damage.

Attached are the pictures are taken by CTDI.

What is surprising is that the so-called water damage seemed to only be located at a few connecting points shown by rust instead of more pronounced damage consistent with a lot of water.?The phone’s camera, microphone, speaker, and charging ports all work perfectly, and no sign of water damage.?The only reason I can assume for the internal rust could be from condensation caused by living in the tropics, albeit surprising as the phone is supposed to carry an IP68 rating.

When I purchased the phone, I was delighted that it had an IP68 rating, as even though I do not go swimming with the phone, we live in the tropics. It was good to have an IP68 rated device if I ever got caught out in the rain, which fortunately did not occur.?

Instead of repairing the device, CTDI ended up bricking my phone. I refused to pay for the repair, and in turn, CTDI returned my device.?The phone does not hold a charge, and the unit needs to stay plugged into power to operate.?

I reached out to Google Pixel Customer Support and requested a callback.?After speaking to Rayees on Tuesday, Dec 12th, who could not help answer my questions, I asked to speak to a supervisor.?I was surprised to hear that there was no supervisor present and that he would try and get someone to call me back.?I requested to lodge a formal complaint and would like to speak to a supervisor within 30mins for which he agreed and said he would get someone to call me back.?It is now 24 hours past the call, and I have yet to receive a callback from a supervisor.

This has become a very frustrating experience with Google.

Today, I once again tried to reach Google Support. I spoke to another customer service agent (Geetha), who once again confirmed a supervisor or supervisor’s manager was available to take the call.?She was also unable to forward the call to anyone else to try and help resolve the issue.?

Very surprised that an organization like Google runs calls centers without having no supervisor present to help resolve customer issues.?Nobody there to take ownership of the call. The only constant feedback I receive from the various call center support staff is that someone would call me back in a few hours. I should write in or call back to chase them if nobody does.

Has Google given up on caring for customers? Is this the new Google under new leadership?