My six-week saga, where Google Store sent the wrong Pixel phones, is nearly over. I would like to thank the Advanced Support Technician team member who worked with me to end the drama and restore my (previous) confidence purchasing gadgets from the retailer. The generous solution minimizes any further complications and leaves me with a usable phone—with “Preferred Care” that I paid for correctly attached. Sometimes satisfaction is a process, rather than immediacy.

To recap: The 128GB Clearly White Pixel 3 ordered on launch day arrived on Oct. 17, 2018 as a 128GB Just Black Pixel 3 XL. Uh-oh. I agreed to keep the larger phone, following the online operation’s difficulty generating a return authorization. Then, on November 2, I dropped the device and shattered the screen. But Assurant couldn’t honor the insurance claim because of the shipping error; the phone covered wasn’t the one possessed. Frustrated, days later, I bought an iPhone Max XS from Apple Store but returned it two-and-a-half hours later. My Pixel preference was so great that on Black Friday I purchased another XL with expectation of taking a loss on the first. But when the new one arrived, November 26, the IMEI on the order didn’t match the phone. Meaning: In the event of defect, or need for repair, once again there would be trouble. Are you confused yet? 

After Google Store sent me the wrong Pixel phone, I foolishly placed another order, and a similar distribution mishap occurred. Bad is now worse; I confess my stupidity and also write to caution other potential Google Store shoppers: This could happen to you.

To briefly recap the first instance: In October, I ordered Pixel 3 Clearly White 128GB. On the 17th, the Pixel 3 XL Just Black 128GB arrived instead. Google Store couldn’t process a return without conducting an “investigation” because the make, model, and IMEIs didn’t match. I agreed to keep the phone. Then, on November 2, I dropped the XL and shattered the screen. But the insurance provider, Assurant, couldn’t process repair or replacement because the device covered doesn’t match the one I have. The situation is unresolved, weeks later. Current crisis, briefly: I foolishly took advantage of Black Friday discounts and purchased from Google Store another Pixel 3 XL, which arrived on November 26. But the IMEI on the order doesn’t match the phone received. That makes the purchased Preferred Care warranty useless, and a device return can’t be properly processed for the same reason.

Problems resolved! Please see: “Thank-you, Google Store”