Pop in
Google Support
Adam S 12:13 PM
Thanks for contacting Google Support. My name is Adam S .
Adam S 12:13 PM
Hi Dan!
Dan Pasanen 12:13 PM
Hi
Adam S 12:14 PM
How is it going Dan?
Dan Pasanen 12:14 PM
Fine. I'm trying to figure out what can be done about my pixel.
Dan Pasanen 12:14 PM
I keep being told someone will get a hold of me in "24 hours" but that never happens.
Adam S 12:15 PM
I see that you'd like to know the status of the Case 4-8510000019268. Is that correct?
Dan Pasanen 12:15 PM
yes
Adam S 12:16 PM
Thank you for confirming.
Adam S 12:17 PM
Let me quickly go through the Case ID and check for the required information.
Adam S 12:20 PM
Thank you for staying connected.
Adam S 12:21 PM
As per the information in the previous interaction, I see that your Pixel XL doesn't connect to Wi-Fi networks.
Dan Pasanen 12:21 PM
Correct. I've tried multiple networks, where other devices connect fine. I've wiped my data, tried on nougat and oreo, still nothing.
Dan Pasanen 12:22 PM
It sees a network, but never connects. I sent a bug report last week, but still have yet to hear anything. I've now been without this phone for 10 days.
Adam S 12:23 PM
Yes, I see that a bug report has been sent by you. This is already been forwarded to the next level support to look into this.
Adam S 12:26 PM
Our team is still working on this. If any update regarding the case is available, they will contact you via email.
Dan Pasanen 12:26 PM
How much longer can I expect to be without my phone? This is getting a bit ridiculous that nobody has contacted me in 10 days.
Adam S 12:28 PM
I see that the case state is still Assigned which indicates that the support to which the case has been escalated are working on this.
Adam S 12:28 PM
Any update regarding the case, will be communicated to you via email.
Adam S 12:29 PM
I appreciate your time and patience.
Dan Pasanen 12:30 PM
So there's no more information you can get for me on this?
Dan Pasanen 12:31 PM
Like, how often are people without a phone when there is a defect like this?
Adam S 12:32 PM
I apologize for the inconvenience caused.
Dan Pasanen 12:33 PM
I'm not looking for apologies, I'm looking for a resolution. If Google isn't going to fix or replace this, I need to start figuring out what I need to do.
Adam S 12:35 PM
I do understand how it feels when you experience such issue.
Rest assured, as the case has been escalated to specialist they'll look into this and get back to you.
Adam S 12:36 PM
If any information regarding the case is available, you'll be updated via email.