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Google Support 4:48 PM
Thanks for contacting Google Support. My name is Google Support .
Google Support 4:49 PM
Hi ImpactStrafe .
Google Support 4:49 PM
I understand that you're facing some issue with your device microphone.
Google Support 4:49 PM
I'll be glad to help you.
ImpactStrafe 4:50 PM
Great
ImpactStrafe 4:50 PM
Yeah, it stopped working about a week ago and I tried
ImpactStrafe 4:50 PM
Rebooting
ImpactStrafe 4:50 PM
Soft resets
ImpactStrafe 4:50 PM
And checking for updates
ImpactStrafe 4:50 PM
But nothing worked and so now I'm reaching out
Google Support 4:50 PM
Appreciate your efforts.
Google Support 4:50 PM
No need to worry, I'm here to help.
Google Support 4:51 PM
Would it be okay if we can call you back in case this chat gets disconnected?
ImpactStrafe 4:51 PM
Sure, but I can't use my mic...
Google Support 4:51 PM
Please help me with the best callback number with time zone and the best time to reach you.
ImpactStrafe 4:51 PM
4355035751, 7-10 EDT
ImpactStrafe 4:52 PM
Or est
ImpactStrafe 4:52 PM
Which ever we are on right noe
Google Support 4:52 PM
Thank you.
Google Support 4:53 PM
Let's try some troubleshooting steps to isolate the issue.
Google Support 4:53 PM
Are you up for it?
ImpactStrafe 4:53 PM
Sure
Google Support 4:53 PM
Great!
Google Support 4:53 PM
Let's try rebooting your device into safe mode.
ImpactStrafe 4:54 PM
Also, that's 10pm not 10 am
ImpactStrafe 4:54 PM
Okay
ImpactStrafe 4:54 PM
Steps?
Google Support 4:54 PM
I'll help you with the steps, ImpactStrafe .
Google Support 4:54 PM
Could you please let me know if you're contacting from the same device on which you're facing issue?
ImpactStrafe 4:54 PM
Yep
Google Support 4:55 PM
Alright!
Google Support 4:55 PM
By booting the device into safe mode the chat will be disconnected.
Google Support 4:55 PM
You can reconnect back to the same chat by going to > Settings > Support > Chat.
ImpactStrafe 4:56 PM
Okay
ImpactStrafe 4:56 PM
Can I get to it from a browser?
ImpactStrafe 4:56 PM
Because then I can keep it going while booting into safe mode
Google Support 4:56 PM
Here are the steps _
1)Press and hold your device's power button.
2)On your screen, touch and hold Power off. If needed, tap OK.
3)Your device starts in safe mode. You'll see "Safe mode" at the bottom of your screen.
Google Support 4:56 PM
Sure!
Google Support 4:57 PM
You can transfer this chat to your PC/Laptop.
Google Support 4:58 PM
Please let me know when you're ready.
ImpactStrafe 4:59 PM
Ready
Google Support 4:59 PM
Great!
Google Support 4:59 PM
Please boot the device into safe mode.
ImpactStrafe 4:59 PM
It's in safe mode
ImpactStrafe 4:59 PM
Still not working
Google Support 5:00 PM
I'm sorry to know that.
Google Support 5:00 PM
Could you please let me know if the Bluetooth is enabled on the device?
ImpactStrafe 5:01 PM
It is turned on, but nothing is conmected
ImpactStrafe 5:01 PM
Connected
ImpactStrafe 5:01 PM
Turn it off?
Google Support 5:02 PM
Okay, let's disable Bluetooth and try making a test call.
ImpactStrafe 5:02 PM
Sure
ImpactStrafe 5:02 PM
Disabled
ImpactStrafe 5:02 PM
Anyone in particular you want me to call? Or just call someone
Google Support 5:03 PM
You can try calling your family members or friends just to check if the microphone is working.
ImpactStrafe 5:03 PM
Nothing
Google Support 5:04 PM
Alright!
Google Support 5:04 PM
Let's turn all your volume settings manually to the max while we continue to test.
ImpactStrafe 5:04 PM
WiFi was also turned off.
ImpactStrafe 5:04 PM
Done
Google Support 5:04 PM
Go to Settings > Sound.
Slide all volume levels to the right.
Google Support 5:04 PM
Perfect!
Google Support 5:05 PM
Do you have anything on the device that's covering, protecting, or wrapping it?
ImpactStrafe 5:05 PM
Nope
Google Support 5:05 PM
Okay.
Google Support 5:06 PM
As the issue still persist after all the troubleshooting steps the last troubleshooting step we have for this issue is resetting the device to factory settings.
Google Support 5:06 PM
This will erase all local data on your device, so I'd recommend backing up your personal pictures, music and video files.
ImpactStrafe 5:07 PM
Good to go.
Google Support 5:07 PM
Before I go into details about resetting your device, can you tell me if your device is rooted or modified? If it was, this doesn't affect any warranty you may have with us, but it's important to know because resetting the device to factory settings may not resolve the issue.
ImpactStrafe 5:07 PM
Nope
ImpactStrafe 5:07 PM
It was in beta program
ImpactStrafe 5:07 PM
But currently running the ota
ImpactStrafe 5:07 PM
8.10
Google Support 5:08 PM
That won't be a problem.
Google Support 5:08 PM
To help resolve your issue faster, we can use Screen share. With Screen share, I can view your screen and show you where to tap, but I can’t control your screen. As your privacy is our priority, you can pause or end screen share anytime to hide sensitive or personal information.
Google Support 5:08 PM
Would you like to try it?
ImpactStrafe 5:08 PM
Sure
Google Support 5:09 PM
I can now view the screen. Follow the green circle that appears on home button and tap on that option where it is highlighted.
Google Support 5:10 PM
Now let the device restart.
Google Support 5:11 PM
After the device is booted please set up the device.
ImpactStrafe 5:12 PM
Sure
ImpactStrafe 5:12 PM
I've transferred the chat to a browser
ImpactStrafe 5:12 PM
It's just sitting at the boot screen with the little grey bar moving
ImpactStrafe 5:12 PM
How long should I let it run?
Google Support 5:13 PM
It usually takes 8-10 minutes, ImpactStrafe .
ImpactStrafe 5:13 PM
Okay
Google Support 5:13 PM
I'll be right here.
ImpactStrafe 5:13 PM
I'll hang out then.
Google Support 5:14 PM
Please let me know once the device is booted and connected to Wi-Fi network.
ImpactStrafe 5:15 PM
It booted, but I didn;t have a wifi to connect too. So it's connected to the cell network. Want me to test a phone call?
Google Support 5:15 PM
Sure!
Google Support 5:15 PM
Please try making a test after the device set-up.
ImpactStrafe 5:15 PM
Nothing
ImpactStrafe 5:16 PM
Sorry
ImpactStrafe 5:16 PM
Mic still didn't work
Google Support 5:16 PM
I'm sorry for the inconvenience, ImpactStrafe .
Google Support 5:16 PM
As the issue still persist after all the troubleshooting steps, let's go ahead and check with the warranty options.
ImpactStrafe 5:17 PM
Okay
Google Support 5:17 PM
May I have the IMEI number of the device?
Google Support 5:17 PM
ap All Apps in the Favorites tray on any Home screen and then Settings and then About phone or About Device and then Status
Dial *#06#
Check the SIM card tray
Check the device box
Check the back of your device
Google Support 5:17 PM
Tap*
ImpactStrafe 5:18 PM
352689080500451
Google Support 5:18 PM
Thank you for the IMEI number.
Google Support 5:18 PM
Allow me a minute to check with the details.
ImpactStrafe 5:18 PM
np
Google Support 5:19 PM
Thank you very much for waiting.
ImpactStrafe 5:20 PM
Absolutely
Google Support 5:20 PM
I've checked with the warranty details and I'm sorry to inform you that the warranty was expired on October 26, 2017.
Google Support 5:20 PM
No need to worry, ImpactStrafe .
Google Support 5:21 PM
I'll help you with the details of our authorized service partners so that you can get in touch with them to resolve the issue.
Google Support 5:22 PM
I'd like to inform you that Ubreakifix and Puls are our authorized repair partners and they'd be happy to help you with the possible repair/replacement options.
Google Support 5:22 PM
You may contact Ubreakifix at 877.320.2237. The Puls support is available at (855) 256-3709.
ImpactStrafe 5:23 PM
So, I'm a few months out of warranty, but I have three phones from you guys. I bought two at launch and then another a year later... I've not hurt this phone. This is a hardware problem less than two years into owning the phone...
Google Support 5:23 PM
I'll also help with the offical websites for both of them.
Google Support 5:24 PM
I understand your concern, ImpactStrafe . I know how disappointing it will be when things like this happen.
Google Support 5:24 PM
I'd recommend you to get in touch with them, once you help them with the details, they would look into the repair/replacement options available.
ImpactStrafe 5:25 PM
I mean... This isn't just disappointing. This is won't buy more things from google. There is currently a class action lawsuit over microphones in this model, built from roughly the same run
Google Support 5:25 PM
If the issue still persist after contacting them please contact us back so that we can assist you further.
ImpactStrafe 5:25 PM
I mean... why would the issue persist after getting a replacement... that sentence doesn't make any sense...
Google Support 5:27 PM
ImpactStrafe , is it a replacement device on which you're facing the issue or a new device?
ImpactStrafe 5:27 PM
It's a device direct from you
ImpactStrafe 5:28 PM
bought in October 2016
ImpactStrafe 5:28 PM
I'm asking why after contacting a repair/replacement place the problem would persist...
Google Support 5:28 PM
Thank you. You'll not face an issue with the replacement device post repair.
ImpactStrafe 5:29 PM
What's the process? I talk to them and they send me a new phone? Do I have to pay them? I'd like some more info from you
Google Support 5:30 PM
Sure, I'd be glad to help you.
Google Support 5:31 PM
We've 2 authorized service partners.
1. Ubreakifix: Once you contact them, they'll diagnose the issue and provide the estimation cost for repair.
Google Support 5:31 PM
2. Puls: Wherein you can place a request online and they'll collect the device from home and provide the estimation repair cost.
Google Support 5:32 PM
You can go with any one among the two options depending upon your convenience.
Google Support 5:33 PM
We also have a 3rd option for you.
Google Support 5:34 PM
If you're planning to upgrade your device to Pixel 2 - The best smartphone camera in the world. We've wonderful Trade In option too. Please let me know if you would like to know more about it.
ImpactStrafe 5:35 PM
I mean, you can tell me about it, but I'm not sure why I'd want to upgrade to a new version of the phone that had a critical piece of the phone die less than a year and half after purchase...
Google Support 5:37 PM
Alright!
Google Support 5:37 PM
I'll explain you about the Trade In option.
Google Support 5:38 PM
If you opt for Trade In option the max discount you can get on your device will be $425 depending on the condition of the device.
ImpactStrafe 5:38 PM
yeah, I saw that online. Glad you can offer me the online deal. Have a great day.