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85 posts

Master Geek


  #1991312 7-Apr-2018 23:52
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Hey all,

 

So, fun story time... I have a 2XL with the crackling top speaker issue, and its been getting worse so I decided to ask Dick Smith about a fix. This is of course the big risk with importing a phone... the warranty and repair gamble.

 

So here, unedited, is the basic bitch reply from Dick Smith:

 

I'm sorry to hear there's an issue with your Google Pixel. Allow me to assist.

 

Can you please carry out a reset?

 

Please be aware that this process will erase any user data and applications currently stored on the unit, so ensure that you have backed up any important files first.

 

Firstly, please just press and hold the power button for about 15 seconds until the screen changes. You'll then be able to turn the device on again.

 

If this doesn't work, please try a hard reset.

 

If you can use the phone menus, you can go "Settings" > "Backup & reset" > "Factory data reset" > "RESET PHONE".

 

Otherwise, please follow these steps:

 

     

  1. Power the Pixel off by pressing and holding the "Power" button, then tapping "Power off".
  2. With the device off, press and hold the "Power" and "Volume Down" buttons simultaneously.
  3. An Android logo should appear. Use the volume buttons to toggle the highlighted selection to "Recovery Mode", then press "Power" to make that selection.
  4. Use the volume buttons to toggle the selection to "Wipe data/factory reset".
  5. Select "Yes".
  6. The device will hard reset itself. Select "Reboot" once complete.

 

If you are still experiencing issues with the product, please get back to me with the following information:

 

     

  • Serial number or IMEI number
  • Clear photos of the front and back of the device

 

 

So that isn't a great start. They pull the standard copy/paste response for anyone emailing with an android phone issue, and then ask for photos because naturally I must have damaged it??? Bah! I hardly think resetting the phone will help with a known issue re crappy quality speakers.

 

Anyway, i'll go back to them with the info, and see what they say. In the meantime..... does anyone have any info on a firm that does pixel repairs in NZ? If I can pay someone to fix it myself, rather than arse around with DS' stupid support systems, I will!

 

 

 

cheers!


807 posts

Ultimate Geek


  #1991317 8-Apr-2018 00:31
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Good luck

Just email back with a yes you've reset it all etc provide photos and see what the next step is, it may be beneficial for others here to see what world of pain exists when a DSE/Kogan product goes tits up.

 
 
 
 


gzt

11469 posts

Uber Geek

Lifetime subscriber

  #1991324 8-Apr-2018 06:55
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Imo box it and send it. Diagnosis will be limited on email. That kind of support looks normal. Imo the only difference from many NZ retailers you would have been asked to send it and pay a repair deposit already 🍔

109 posts

Master Geek


  #1991409 8-Apr-2018 14:29
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OVER:

So Toll seem to have lost my Pixel 2 XL ordered from Dick Smith. All other parcels from the same batch are getting delivered today but mine hasn't moved since Tuesday. Called them and they actually can't tell me where it is. I offered to make the two hour round trip to pick it up, but they can't guarantee it's even there.

Great timing too with a long weekend ahead of us. frown



So Toll genuinely did lose my Pixel. I spent many hours on the phone to them over the last few weeks and at not one stage could they tell me where the package was after the initial scan. Midweek they finally admitted it and said they'd email Dick Smith. They have not been capable of doing anything they promised so far, so I doubt they did. I emailed Dick Smith myself at the same time to inform them and evidently they need to 'investigate' and it may take ten days.

As of today it is exactly three weeks since I ordered the phone, well over a week since I first told Dick Smith I suspected Toll had screwed it up and there's still no resolution in sight. I'll be requesting a refund if they don't ship a new one this coming week.

Oh and a case I ordered via standard post from the UK arrived with no trouble within a week. Toll is genuinely worse than standard post.

85 posts

Master Geek


  #1991855 9-Apr-2018 09:32
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That sucks to hear @Over, I genuinely think Toll are just rubbish at small consumer packaged as that's just not their core business, so it's annoying that Dick Smith use them... Presumably it's because they're cheap.

Update on my phone: I went back to DS and they've elevated it to a senior manager. I included a link to the speaker thread on the Google product forums so fingers crossed. Lucky I still have my 6P as a backup!

109 posts

Master Geek


  #1992364 9-Apr-2018 20:50
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GoogleGeek88: That sucks to hear @Over, I genuinely think Toll are just rubbish at small consumer packaged as that's just not their core business, so it's annoying that Dick Smith use them... Presumably it's because they're cheap.

Update on my phone: I went back to DS and they've elevated it to a senior manager. I included a link to the speaker thread on the Google product forums so fingers crossed. Lucky I still have my 6P as a backup!

 

 

 

I've had my case elevated to a senior rep too. I'm not sure it means anything yet as progress hasn't been very quick. Here's hoping they pull through for both of us!


85 posts

Master Geek


  #1992815 10-Apr-2018 16:04
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Yep mine has now cleared the hurdles of photographic proof I haven't just smashed it haha, and has been referred to a senior NZ team member.

So that's more promising

 
 
 
 


109 posts

Master Geek


  #2000939 23-Apr-2018 11:05
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GoogleGeek88: Yep mine has now cleared the hurdles of photographic proof I haven't just smashed it haha, and has been referred to a senior NZ team member.

So that's more promising

 

Any news on yours?

Dick Smith finally sent me a new one on Tuesday so I'm waiting for Toll to pick it up on their tracking. Of course this wasn't without something going wrong — the address on my shipping notice wasn't the same as the one they confirmed with me by email. It was missing a few vital details but it will at least get to the right building. So now they're checking with Toll whether the correct address is on the parcel.

 

Probably won't even get a reply before the parcel is delivered based on previous experience.

That is, if Toll doesn't lose it.


114 posts

Master Geek


  #2004335 29-Apr-2018 00:05
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OVER:

 

GoogleGeek88: Yep mine has now cleared the hurdles of photographic proof I haven't just smashed it haha, and has been referred to a senior NZ team member.

So that's more promising

 

Any news on yours?

Dick Smith finally sent me a new one on Tuesday so I'm waiting for Toll to pick it up on their tracking. Of course this wasn't without something going wrong — the address on my shipping notice wasn't the same as the one they confirmed with me by email. It was missing a few vital details but it will at least get to the right building. So now they're checking with Toll whether the correct address is on the parcel.

 

Probably won't even get a reply before the parcel is delivered based on previous experience.

That is, if Toll doesn't lose it.

 

 

That's why I just decided to go and buy mine from Parallel Imported. Once I decided that I just didn't want anything else on the market, I just had to go to a branch that had the one I wanted in stock. Very happy with it so far - smoking fast compared to the 6P and thankfully the Bluetooth works properly - running a wireless headset off the 6P was an exercise in frustration.


334 posts

Ultimate Geek


  #2005102 30-Apr-2018 12:53
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Here is an interesting comparison. On the right is the Pixel 2 XL on the left is the Essential PH1 with Gcam App.

 

Edit - here is a better link - https://imgur.com/a/PIuqiGh

 

Sorry I got the angles a bit different

 

 

 

Pixel Compare


286 posts

Ultimate Geek


  #2006140 1-May-2018 16:49
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So I just bit the bullet and bought a Pixel2 from https://www.parallelimported.co.nz/ for $1,109. I was hoping that they would drop faster as the new Pixel 3 should be out at the end of the year, but my phone is dying. The price is scary, but looking forward to it.


109 posts

Master Geek


  #2006151 1-May-2018 17:22
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Yeah I think they're not dropping in price quickly because they're still considered one of the best phones around despite having last year's processor. Best overall camera, best software update support, best version of Android. The Pixel 3 is still half a year off anyway!

I FINALLY got my replacement 2 XL last week after the first went missing in transit and I am loving it so far. It's not lightning fast over what I'm used to, but the design (I got the panda colour), size and extra little features are very cool.

517 posts

Ultimate Geek
Inactive user


  #2006171 1-May-2018 18:24
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OVER: Yeah I think they're not dropping in price quickly because they're still considered one of the best phones around despite having last year's processor. Best overall camera, best software update support, best version of Android. The Pixel 3 is still half a year off anyway!



I FINALLY got my replacement 2 XL last week after the first went missing in transit and I am loving it so far. It's not lightning fast over what I'm used to, but the design (I got the panda colour), size and extra little features are very cool.


Has there been news of a pixel 3? I haven't really kept my ear to the ground because I won't be upgrading from my 2 XL anytime soon.

109 posts

Master Geek


  #2006177 1-May-2018 18:32
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Only vague rumours at this point. Mostly just that there will be one.

Sine the Pixel 2 came out mid-October, that's probably when we can expect it.

114 posts

Master Geek


  #2007556 3-May-2018 23:53
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OVER: Only vague rumours at this point. Mostly just that there will be one.

Sine the Pixel 2 came out mid-October, that's probably when we can expect it.

 

And the usual "renders" (that are just some geeks wishful thinking) are starting to surface.


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