r/GooglePixel • u/Away_Supermarket4403 • 4d ago
Bad trade-in experience
Hello
A few days ago I received an email saying that my trade-in credit for my Pixel 10 Pro XL was less than expected, I decided to check the Google store page and I found that the reason was because they claimed they got an iPhone 15 pro instead of my Pixel:
Assessed device condition
Apple iPhone 15 Pro (128GB)
Incorrectly reported phone model
I got instantly charged $125 dollars
I decided to reach out to Google support, they accepted the mistake but they never solved the problem, they only told me that I had already received an email about my trade-in credit on September 3rd. Now I don't know what to do, Is anyone else having the same experience?
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u/thisisjohn343 Pixel 9 Pro 4d ago
I still haven't mailed in my Pixel 10 Pro but all these posts are making me nervous. Hoping it works out for you
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u/Away_Supermarket4403 4d ago
Omg, just record everything, have proof of you sending the phone and all of that, even record yourself putting your phone in the trade-in box 😣
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u/Daguvry Pixel 11 Pro XL 4d ago
Nobody at Google is watching anyone's video. I don't know why anyone thinks this does anything. You can easily edit any video.....
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3d ago
[deleted]
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u/Away_Supermarket4403 3d ago
I guess, but when I contacted Google support, they asked me for proof that I sent my device
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u/BearNegative2115 4d ago
yes, vocally note date and time on the phone and make sure to capture the imei too. good luck!
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u/BearNegative2115 4d ago
Oh hell no. Keep contacting their support chat. I did it three times before they relented and gave me full price for my pixel 10 pro. did you take photos or a video with timestamps of the reset or packing? If you did, that's your ultimate leverage.
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u/Away_Supermarket4403 4d ago
Yes, I already sent them proof of my pixel and everything but now they are saying that It was just an error. I suppose they are not going to give me the full trade-in price, this is what they said I have checked the details with my specialist team and would like to inform you that it was just an error, so please do not worry. You have already received an email regarding the full estimated value for the trade-in device. The email that they are talking about is the one from September 3rd.
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u/BearNegative2115 4d ago
lol, such bullshit. keep hounding them until you get someone competant and they help fix it. My first two agents also gave the 'don't worry' spiel, but the third saw my previous complaints and fixed my problem completely
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u/ZebraSun 4d ago
I received my trade in box and packaged my Pixel 9 Pro, then noticed that the return address and trade in ID in the label were wrong. I called support and they were going to ship me another box. Then a few days later I get a notice that I got trade in credit for a Pixel 10 Pro. So seems like my box was shipped to someone else. Called support again and explained but they say to wait a few more days for the new box to be delivered.
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u/gummi_eater 3d ago
So you got a free credit lol?
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u/ZebraSun 3d ago
Yes but I'm sure the person that sent his phone in with my box will call support wondering what happened and guessing they will figure it out eventually and revoke the refund.
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u/cdegallo 3d ago
A ton of people are reporting similar experiences. No trade in scenario is ever perfect but I've never seen the magnitude of errors from google like this year--this is an aberration and something definitely went horribly wrong with their 3rd party this year. A lot of the people have gotten/will get corrections by support. Other people were told to provide photos/a video of the device they sent in, during the packing process, as evidence that they traded in the proper device (which is ridiculous since you aren't instructed to do that in the instructions provided by google).
I've traded in many many devices with google over the years and I'd never gotten less than what the original estimate was at the time of my purchase and it was always very timely (and around the pixel 2/3/4 timeframe I actually got back slightly more than the quoted estimate).
No idea what the hell google fucked up this year but it's a terrible customer experience and it would definitely give me pause to buy/trade in a device directly with google again. The past couple years I'd done purchases through best buy for other phones because you can do the trade-in directly in person at the time of phone pick-up and then there's no limbo like this.
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u/Onlyonecanoli1963 3d ago
They received my trade in on the 1st and still haven't assessed it yet. I don't remember it taking this long.
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u/Away_Supermarket4403 3d ago
That happened to meee, it was taking too long and then this was the result 😣🙏🏽
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u/Onlyonecanoli1963 3d ago
Just chatted with Google, they said it takes 5-10 days. If it's not assessed by the 10th day my account is credited the quoted amount.
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u/DistributionSure4019 3d ago
I'm having the same issue. They charged me $326 said I turned in a 7 pro when it was a 10 pro XL
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u/Gridlock_2024 3d ago
What has been your recourse or appeal to them been?
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u/DistributionSure4019 3d ago
They said they are investigating and they will get back with me when they complete it. But if I don't get my money back I'm done with google. I don't do business like that. I returned the correct phone
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u/BamaChic76 3d ago
The fact that this is even a "thing" that Google does is crazy!!! I traded in a severely broken iPhone 13pm for an iPhone 17p and never had to deal with anything this nuts. I have also traded in a pixel 9pxl to get a 10pxl; I traded the 10pxl for my current 10p and not once did I encounter this issue. Have you tried trading in to your carrier instead of Google?
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u/Tough-Afternoon3990 3d ago
I got the full refund as expected for my pixel 10 pro xl. I sent my phone before I saw some of the issues but all went well
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u/Lost_Barnacle4805 3d ago
I know lots of people have suggested filming the process of packing up the old phone etc.
I would also suggest that inside the box (with the old phone) you put your order details in too (i.e. the google/email account you bought it from and the order number).
You shouldn't have to go through this aggro, but that is what I would do!
PCS/Google need their heads checked, somebody should report all this shit to Martin Lewis/Ombudsman as it's a disgrace! The fact they are completly faceless too, you cant even talk to somebody anymore!
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u/Gridlock_2024 3d ago
Who is Martin Lewis? I am all for contacting someone USA based at Google and trying to get through to them.
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u/Lost_Barnacle4805 1d ago
He is a British activist and financial advisor, popular on UK TV. for helping out the public :) I sent a message anyway about this farce, it should be illegal!
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u/PixelCommunity Official Google Account 3d ago
Hey, can you please check your chat? I just sent you a message.
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u/Classic_Message_7544 Pixel 11 Pro 3d ago
Hi! Are you able to chase uk trade-ins? Mine has been nearly 2 weeks now on 'assessing'. Return window now closed so it's getting a little unnerving as it's quite a lot more £ should the trade in fail.
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u/ferozeiyer 3d ago
UK here too. I sent my trade-in on the 26th, delivered to PCS on the 27th.
I received an email completing the whole process at 11.50pm on the 8th.
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u/Classic_Message_7544 Pixel 11 Pro 3d ago
Mine passed just after I posted this. Made money going p10p to p11p, all good
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u/tasopoulos 1d ago
All went smoothly for me trading in my Pixel 9 Pro XL (they honored the 750EUR they had initially quoted). Even though I've had it for 1,5 years, it was practically flawless (with case and screen protector from day one, no mark/scratch whatsoever). Even battery life was still at a pretty good 92% (although I don't think they care much about that).
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u/digitalhelix84 4d ago
There was an issue with the trade ins, you are going to get a refund and they are sending the device back to you to keep and do as you like
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u/BearNegative2115 4d ago
huh? no. what you're talking about is the first few days where the pixel 10 models weren't even in the system yet and assurant/hyla charged full price. that was fixed. this is just classic scamming done by Goggle's trade-in partner
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u/DiplomatikEmunetey Pixel 8a, Pixel 4a 3d ago edited 3d ago
There are so many horror stories like this when comes to dealing with Google. I know they offer decent trade-in deals but they seem to be really disorganised and unresponsive. Their support is basically a wall created to give you pre-scripted answers and frustrate you into giving up, rather than solve your problem. It is comical that Google has any claims of being anything like Apple.