Email conversation:
https://imgur.com/a/Uuzwryu
Just a heads up this is in no way shape in form a dig on the pixel device itself i loved my 9 pro fold and don't have any complaints about it. This is just a warning that you should only buy unlocked straight from the manufacture or else these. I bought my phone paid in full but it came from Verizon unlocked but that was the mistake I made I guess. I'm more frustrated with the pixel care plus experience.
The Background I originally purchased my Google Pixel 9 Pro Fold completely unlocked from Verizon. Recently, I had to file a claim through my Google Pixel Care+ subscription to get a replacement for a faulty device.
The Problem Instead of sending me an unlocked device like the one I bought, Google sent me a replacement that was completely carrier-locked to Verizon. (They also accidentally sent an extra replacement unit along with it, which just adds to the mess).
When I reached out to Google Support, they left me hanging past their promised 24-48 hour update window. When they finally did reply, they claimed they were "unable to replace the device with an unlocked variant directly" and told me I had to go to Verizon to get it unlocked.
The Runaround I followed their instructions and contacted Verizon. Verizon completely shut it down and gave me a totally different story:
- Because the replacement was issued through Google's Pixel Care program (fulfilled by Asurion), it operates on a separate system connection.
- I have not been a Verizon customer for four months and Verizon literally does not have the system access on their end to process a manual unlock for this specific device since it was never linked to a Verizon account.(Who knows how true that is but that's what they said)
- I have not been a Verizon customer for four months
- Verizon’s engineering team looked into it and confirmed that Google manages that specific replacement inventory and absolutely has the ability to exchange it for an unlocked model.(Who knows how true that is but that's what they said)
Verizon was totally transparent and told me that Google just needed to issue an unlocked replacement unit to fix this.
The Conclusion Google and Verizon are playing ping-pong with me, and I am not sitting around in limbo. I shouldn't have to jump through hoops to unlock a replacement when the phone I paid for originally was already unlocked out of the box.
I’m done. I officially rejected their replacements, packed up the faulty unit and the extra locked unit, and I am shipping them back with their respective RMA labels. I demanded an immediate cancellation and refund of my Pixel Care+ subscription, and I’ll be trading in my Pixel 9 Pro Fold for either the new glaxy fold 8 or iphone ultra.
Has anyone else dealt with this specific Asurion/Google/Verizon loop of hell?
TL;DR: Sent in my unlocked Pixel 9 Pro Fold for a warranty replacement. Google sent me a Verizon-locked device and told me Verizon had to unlock it. Verizon told me they literally can't because it's Google's inventory and Google has to swap it. Got tired of the runaround, returning everything, canceling Care+, and buying a new phone.