Robin7:05 PM
Thanks for contacting Google Support. My name is Robin.
Robin7:05 PM
Hi Jay!
Jay Huang7:05 PM
Hi Robin
Robin7:06 PM
I see that you would like to return the device. Am I correct?
Jay Huang7:06 PM
yes, I have emailed support multiple times since Dec 18th, and only received the initial response verifying I want to proceed with a return
Robin7:07 PM
I am sorry to hear that, apologies for the inconvenience caused. Please don't worry.
Robin7:08 PM
I'll do my best to help you today.
Robin7:08 PM
Please help me with the IMEI number of the device.
Jay Huang7:08 PM
thanks
Jay Huang7:08 PM
one sec
Robin7:08 PM
You're most welcome!
Jay Huang7:08 PM
IMEI 358035083812689
Robin7:10 PM
Thank you, I see that the return period of the device is expired on 24 December.
Jay Huang7:12 PM
and I initiated the return Dec 18th and no one on your end is processing my request
Jay Huang7:12 PM
I'm happy to cc you into the email thread so you can see the dates and my repeated attempts to get this processed
Robin7:15 PM
I understand your concern and I see that the remorse return was initiated on the device bearing the IMEI number ending 2272.
Jay Huang7:16 PM
no, that was another order
Jay Huang7:16 PM
which was also within the return period
Jay Huang7:16 PM
may I have your email? I will forward you the thread right now
Robin7:17 PM
Sure, I'll send you an email. Please reply to it with the screen shot of the email.
Robin7:17 PM
I'll glad to help you further.
Jay Huang7:18 PM
yes please, thanks
Robin7:18 PM
You're most welcome!
Jay Huang7:23 PM
I've responded to your email with a screenshot of the thread
Robin7:24 PM
Thank you very much, I've received your email. I need to check with specialist team as the return period is expired.
Robin7:24 PM
Please allow me 2 - 3 minutes.
Jay Huang7:25 PM
I understand, and as you can see, this return was initiated well before the expiry with constant attempts made to get it processed
Robin7:26 PM
Yes, I see that. I'll try with all that I have in my power.
Jay Huang7:26 PM
A total of 4 emails from me to that thread, dated 12/18, 12/20, 12/23, and 01/12. If you're able to pull that up
Jay Huang7:26 PM
thank you
Robin7:27 PM
Yes, I see it. You're most welcome!
Robin7:30 PM
Thank you for staying online.
Robin7:30 PM
It is taking longer than expected.
Robin7:30 PM
Please allow 2 more minutes.
Jay Huang7:31 PM
no worries Robin, just hoping this can finally be resolved.
Robin7:31 PM
Yes, I am positive that it should be resolved.
Robin7:36 PM
Thank you for staying online.
Robin7:37 PM
I've consulted my specialist team and they are reviewing the case and I am positive that they might help us with an exception as it was requested during the remorse return period.
Jay Huang7:37 PM
great, thank you
Robin7:41 PM
You're most welcome! Pleasure is all mine!
Robin7:44 PM
Thank you for staying online.
Robin7:45 PM
I've a good news for you.
Robin7:46 PM
Our specialist team have accepted our request and they gave approval to create a return request for refund.
Robin7:46 PM
Please help me with shipping address.
Jay Huang7:47 PM
perfect, thank you!
Jay Huang7:48 PM
The address is #307-9270 Salish Court, Burnaby, B.C V3J 7C4 Canada
Robin7:48 PM
You're most welcome! Thank you for the shipping address.
Robin7:51 PM
I've sent you an email with the shipping and packing labels.
Robin7:51 PM
Could you please check and confirm.
Jay Huang7:53 PM
received, thank you!
Robin7:54 PM
The pleasure is all mine! Please return the device by attaching the labels to the package. Once it reaches Google ware house the refund will be initiated. Hope I was able to help you.
Jay Huang7:55 PM
perfect, glad to finally get this resolved. It's been very stressful
Jay Huang7:55 PM
have a nice day!