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Project Fi Support Not Replacing Nexus 5X with Moto X4

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Jan 23rd, 2018
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  1. Pop in
  2. Google Support
  3. Sumit K5:11 PM
  4. Thanks for contacting Google Support. My name is Sumit K.
  5. Customer 5:11 PM
  6. Hi
  7. Sumit K5:11 PM
  8. Hey Customer , how are you today?
  9. Customer 5:12 PM
  10. Doing alright
  11. Sumit K5:12 PM
  12. Good to hear that.
  13. Sumit K5:12 PM
  14. Customer , how may I help you today?
  15. Customer 5:13 PM
  16. A couple of months ago, I got a replacement Nexus 5x via the fi replacement plan due to my old device having things like sluggishness and poor battery issues. You sent me a new device for the $69 replacement fee, but I am already having the same issues with this device too
  17. Customer 5:14 PM
  18. I have the hardest time texting the keyboard as it is SO SLOW. Today I couldnt even pull up the camera to take a picture
  19. Customer 5:15 PM
  20. and the battery doesn't last any amount of time, and this was a replacement device and when I asked you guys if I had this problem with the replacement you said if I do to write you back, so here I am
  21. Customer 5:15 PM
  22. I have tried all the things you had me do last time
  23. Customer 5:15 PM
  24. but no luck
  25. Sumit K5:16 PM
  26. Thank you for sharing the detailed information & I'm sorry for the inconvenience this has caused. Let me see what best I can do to help you with this.
  27. Sumit K5:17 PM
  28. Customer , do you have case Id for the previous case?
  29. Customer 5:17 PM
  30. I will have to check my email, one moment
  31. Sumit K5:17 PM
  32. Sure, please take your time.
  33. Customer 5:18 PM
  34. [redacted]
  35. Customer 5:18 PM
  36. I believe that is it
  37. Sumit K5:19 PM
  38. Thank you so much for the information & please allow me 2-3 minutes to check the details for you.
  39. Customer 5:19 PM
  40. ok
  41. Sumit K5:19 PM
  42. Thanks.
  43. Sumit K5:25 PM
  44. Thank you for being online.
  45. Customer 5:25 PM
  46. yw
  47. Sumit K5:26 PM
  48. Customer , could you please help me with the IMEI number of the device?
  49. Customer 5:26 PM
  50. one moment
  51. Sumit K5:26 PM
  52. Sure.
  53. Customer 5:27 PM
  54. [redacted]
  55. Sumit K5:28 PM
  56. Thank you for the information & please allow me a moment.
  57. Sumit K5:28 PM
  58. Let me check the details for you.
  59. Sumit K5:30 PM
  60. Thank you for being online.
  61. Sumit K5:33 PM
  62. Customer , I've a fantastic news for you, as you're a valuable customer of Project Fi, we have two options for you.
  63. Sumit K5:34 PM
  64. 1st- We can offer you a complete refund of the device, which you've paid while signing up.
  65. Sumit K5:34 PM
  66. 2nd- We can replace the device & you don't have to pay anything for the replacement.
  67. Customer 5:35 PM
  68. so both options will happen?
  69. Sumit K5:37 PM
  70. Customer , you've a choice, you can choose either of them.
  71. Customer 5:37 PM
  72. when you say complete refund, how much does that come out to?
  73. Customer 5:38 PM
  74. and for option 2, would you replace it yet again with a nexus 5x, because I want this to not be a problem again
  75. Sumit K5:38 PM
  76. Refund- $249.00
  77. Sumit K5:39 PM
  78. Yes, it will be replaced by Nexus 5x.
  79. Customer 5:40 PM
  80. can I inquiry about a different device instead of the nexus 5x? I have seen numerous reports and problems with this device
  81. Customer 5:40 PM
  82. even with refurbished devices
  83. Sumit K5:41 PM
  84. I'm afraid, it will be replaced by Nexus 5x only.
  85. Customer 5:41 PM
  86. Can you explain these recent reports then? http://www.androidpolice.com/2018/01/21/moto-x4-android-one-now-offered-replacement-faulty-nexus-5x-phones-project-fi-lieu-crappy-53-payout/
  87. Customer 5:42 PM
  88. and all the articles listed here:
  89. Customer 5:42 PM
  90. https://news.google.com/news/story/dD3S2dc6ow8W07MT3xHspLDKWGz7M?hl=en&ned=us&gl=US
  91. Customer 5:42 PM
  92. I just want a device that works and to not have to revisit this issue in 2 months
  93. Customer 5:43 PM
  94. it doesn't have to be the latest and greatest but I feel as though this moto x4 is a good compromise for this problem
  95. Sumit K5:48 PM
  96. Customer , the replacement with Moto X4 was available earlier with Device Protection but now the policy has been changed.
  97. Customer 5:48 PM
  98. I have device protection
  99. Sumit K5:48 PM
  100. Yes, but the policy has been changed as mentioned.
  101. Customer 5:48 PM
  102. this is really disheartening
  103. Sumit K5:49 PM
  104. Not to worry, as of now, I can offer a full refund for Nexus 5X or provide you a replacement with Nexus 5X.
  105. Customer 5:50 PM
  106. I would like the refund option then please. The 5x has driven me to frustration too much
  107. Sumit K5:51 PM
  108. I understand.
  109. Sumit K5:51 PM
  110. Please stay connected.
  111. Sumit K5:51 PM
  112. Let me create a RMA for you with a refund option.
  113. Sumit K5:57 PM
  114. Customer , could you please confirm the shipping address?
  115. Customer 5:59 PM
  116. [redacted]
  117. Sumit K5:59 PM
  118. Thank you.
  119. Sumit K6:02 PM
  120. Thank you for being online.
  121. Sumit K6:02 PM
  122. I've sent you the email, with all the details in it, please go through it.
  123. Sumit K6:05 PM
  124. Not to rush you. Are we still connected?
  125. Customer 6:05 PM
  126. yes let me read it
  127. Sumit K6:05 PM
  128. Sure.
  129. Sumit K6:05 PM
  130. Please take your time.
  131. Customer 6:06 PM
  132. since this is a refurb device, do I need to return the charger and everything? technically a charger did not come with the refurb, and the charge I have had for a long time now has long been replaced.
  133. Customer 6:06 PM
  134. or will the device itself suffice?
  135. Sumit K6:07 PM
  136. Yes, you've to return the old device with the accessories. We will initiate the refund in your original payment method, once we will receive the device in our warehouse.
  137. Customer 6:08 PM
  138. I do not have the original accessories though
  139. Customer 6:08 PM
  140. remember the nexus 5x is like 2 years old
  141. Sumit K6:08 PM
  142. No worries, please send the accessories which you have
  143. Customer 6:09 PM
  144. but I bought the replacement charger myself
  145. Sumit K6:09 PM
  146. Not to worry about it, you will get the refund.
  147. Customer 6:09 PM
  148. ok
  149. Sumit K6:09 PM
  150. Great!
  151. Sumit K6:09 PM
  152. Is there anything else I can help you with today?
  153. Customer 6:13 PM
  154. can I get a transcript emailed to me
  155. Sumit K6:14 PM
  156. Sure, I'll send it in your email after ending the chat.
  157. Customer 6:14 PM
  158. thank you
  159. Sumit K6:14 PM
  160. You’ve been really patient and helpful in addressing this issue, thank you so much.
  161. Sumit K6:14 PM
  162. Is there anything else I can help you with today?
  163. Customer 6:14 PM
  164. no that's all
  165. Customer 6:14 PM
  166. thanks
  167. Sumit K6:14 PM
  168. Thanks for contacting Project Fi chat support. Your chat session is now complete.
  169. Sumit K ended the chat
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