I am deeply frustrated with my experience with Google Support and the Pixel 9 Pro XL. After receiving a faulty phone, I was told my only options were to either place a £1500 hold on my card (which I don’t have access to) or return the faulty phone and wait for an inspection. Due to my work, I cannot afford to be without a phone for an unknown period of time, and there was no clear timeline provided for how long this would take. On top of that, I only have 14 days to return the faulty phone, so I’m being forced to send it back without having received my old phone.What makes matters worse is that when I initially reached out to Google Support, the advisors couldn’t even find my order, even though I purchased the phone directly from Google. I had to waste time while they eventually located my order using my IMEI number.Additionally, I sent my iPhone 13 mini as part of the trade-in deal for £380 credit, but now that I’ve initiated the return of my faulty Pixel phone, Google’s system is returning my iPhone without any reference number or clear timeline. I have no faith that I’ll actually receive it back. The whole process is incredibly frustrating, and I feel stuck with no compromise or flexibility from Google, despite them sending me a defective product in the first place.On top of that, I’ve spent an additional £50 on accessories for the Pixel, a £30 case and £20 tempered glass, so now I’m out even more money. Given this entire experience, I have no faith in Google’s ability to provide reliable support or solutions. I will certainly not be purchasing another Google phone again, and I strongly advise caution if you’re considering it.The system is rigid, one-sided, and completely in Google’s favor, leaving the customer to suffer with no real support. If you want a smooth experience and the peace of mind of knowing your issues will be addressed fairly, I’d recommend looking elsewhere.
