What followed was 4 weeks of calls to Google support. Each time they promised they would reach out to the "shipping partner" and get it sorted. I was also receiving emails threatening to charge me the full cost of the replacement device because I hadn't sent in the broken tablet yet.
Eventually the package got delivered... back to the Google warehouse. Google wasn't aware of this until I called them up - their system assumed it had been delivered to my house. Another promise to fix the situation - and this time they managed to actually get a package to my house. Only it was a Pixel C Keyboard, not a tablet.
Another call, another promise. It's been over a week now and the latest package has not yet been shipped, it's stuck in the order confirmed state.
So, 6 weeks later, still no replacement. Luckily the tablet is mostly for entertainment, I personally plan to never rely on Google for anything important like making a living.
Especially as they've moved into hardware. Gotta get that right.
Replaced a 2013 Moto X that stopped receiving updates well before the 2 year mark, despite being bought when Google owned Moto and was promising timely and continuing updates.
I don't take anything from Google after Google Docs (now Drive, whatever) seriously. Well yeah, the self-driving cars, maybe... but that's not a released product yet, anyway. Which simply saves me the effort, for now, of considering how Google will flush that tech, if and when.
I bought a Chromebook (forget which one) direct from Google. It was DOA, wouldn't even turn on. So I went through the whole return process and a few weeks later I got a replacement (which had some issues of it's own, but that's another story).
After using it for a few days I realized I wasn't happy with it so I decided to return it. No problem, I thought, they have a 30 day return policy.
Except the 30 days started counting from the day my original broken one was shipped. Even though I wasn't in possession of a working device for the vast majority of that time.
I did manage to get someone on the phone but he was inflexible on the written policy and steadfastly refused to escalate the call. After arguing for about an hour I finally gave up.
https://9to5google.com/2016/12/09/google-pixel-screen-peelin...
You're pretty SoL when it's brand new too, evidently.
In the UK I would have gone to the local Trading Standards Office. Seems all people in the US can do is complain on websites and hope someone online-famous enough takes up their cause.
Yes. The same companies also fight right to repair laws. It's frequently illegal to repair the broken thing yourself.
Some aspects of the American right-wing like making these very extreme claims, presumably on the basis that some people won't bother to check. Another even more implausible one is that America is the most-taxed country; this simply isn't even vaguely true no matter what way you look at it.
So if something goes wrong with machine 1 day after your warranty runs out, you're probably SoL. Apparently replacing the battery isn't too difficult, but, other than that, you don't have a lot of options. That's okay for a $300 laptop. But I don't think it's acceptable for a $1,200 one.