Pixel維修服務體驗 - 手機討論

By Olive
at 2019-11-04T22:07
at 2019-11-04T22:07
Table of Contents
在PTT很少發文章,老實講有點心驚膽跳
不過這次送修體驗真的讓我很震驚,也可能自己井底之蛙沒見過世面
廢話不多說...正式開始心得文
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前陣子剛好碰到Google的半價推銷活動,因為小弟用的手機效能上已經不堪使用
之前從智障型到智慧型手機通通都是用Sony品牌,這次就想說試試看Google
剛好有認識的人有半價碼,所以就請他幫我刷一支 Pixel 3 XL
手機到手的時間大概是9月初左右,使用上其實沒有太多的問題
可以滿足我目前的需求,整體來說我對這支手機算是很滿意
---
就這樣到了10月初,我的手機在充電方面開始出了毛病
晚上睡覺的時候充電,早上打開手機卻發現沒有充到電
一開始我還以為是自己沒有把線插好,但過了不久後正常插電也無法充電
必須到USB偏好設定那邊手動切換才可以充電
我Google了一下發現 Pixel 系列似乎有軟體上的Bug
看著國外討論似乎都還沒有解決問題的辦法
可能不小心更新到了哪個版本,自認倒楣想說充電手動換一下也能用
就這樣大概又過了一個禮拜,終於連手動切換都不給我充電了
沒有辦法我只好開始在Google頁面尋找解決辦法
但是都無法解決我目前充電的問題,最後硬得頭皮返回原廠也一樣無解
到了這時候才知道這已經不是單純軟體Bug的問題
就開始找 Pixel 手機送修流程的方法
---
最一開始我被這個頁面折騰的要死
https://i.imgur.com/8O8Q1qv.png

我照著他的步驟走,每次都會跳到他們的新手機首頁
https://i.imgur.com/0lUll00.png

難道他在跟我開玩笑說:不如買支新手機吧(笑
最後詢問得知原來可以直接用 Pixel 手機聯絡客服
趁著手機還沒斷電使用支援功能聯絡到了客服
很快就回應了我,便跟客服提出我目前的問題
客服表示因為我不是裝置持有人,所以必須要進行轉移
但是我的手機當時已經快沒有電了,客服便說之後可以在郵件上聯繫
之後在郵件上收到了客服給的信,郵件裡提到了一些排除問題的方法
但這些其實我早就試過了,下面則是轉移資料的格式
https://i.imgur.com/XLoL0eg.png

開始郵件寄信的日期是星期二(10月29號)
因為收到信的時候已經過了晚上六點,Google客服晚上六點準時關閉
所以隔天中午我將資料寄送給客服,順便還告知他們那些方法對我沒有用
https://i.imgur.com/rHRFxvH.png

寄完信後大概下午5點45分我終於收到了回信
https://i.imgur.com/Y6GRA5l.png

嗯?
https://i.imgur.com/DYAgJQn.jpg

如果我不想同意的話我應該不會把資料交給你們吧...
不過我想說大概是走流程,就回信跟他說同意
隔天下午2點左右,收到了回信
https://i.imgur.com/2AbHXKo.png

...老實講這邊算是我自己的錯,雖然我不知道為何拖這麼久才回我
這邊還是乖乖認錯然後提供正確的號碼
https://i.imgur.com/6aWzFhM.png

之後的聯繫我都在詢問如果開始送修要寄送的問題
直到禮拜五(11月1號)
https://i.imgur.com/I8Sd140.png

收到這封信我第一個疑問就是確認付款方式跟額度是否足夠
我就在想該不會真的要我刷一支新手機吧
想想算了先去看他寄的那封信,等點下去後看狀況
https://i.imgur.com/5VXPeoz.png

等我點下訂購替換裝置後卻跳出這訊息
https://i.imgur.com/17YG2WY.png

嗯?
https://i.imgur.com/DYAgJQn.jpg

發生什麼事情了?
拿起我的舊手機打開信箱嘗試,一樣跳出錯誤訊息
我馬上寫信回應
https://i.imgur.com/LUityby.png

對方回應
https://i.imgur.com/yU36Z3m.png

啊不就廢話,不過我還是回他信
https://i.imgur.com/1XwpxIl.png

然後就晚上六點了,Google客服關閉
之後我去看別人的維修心得,才發現還真的要刷一支原價手機的價錢
被客服這一連串的拖延我脾氣就上來了,寫了一封信抱怨
https://i.imgur.com/QIxLxaZ.png

或許這連結失效就是壓倒駱駝的最後一根稻草吧...
才怪!
之後的六日客服完全沒有回應我任何一封信
我還好奇跑去看他們是不是六日公休
https://i.imgur.com/zy4E4Cu.png

感覺上也沒有說六日公休,如果抱怨又會被人說慣老闆
結果到了今天禮拜一(11月4號)中午
仍舊沒有回應我任何訊息,我真的火大了起來
打開他們的聯絡管道,先用即時通訊來看他們到底忙不忙
看到序列1想說應該很快吧,過了15分鐘還是序列1
好吧,看來我似乎被他們徹底無視了
直接點擊要求回電,這次倒是很快就接通了
接通之後我馬上跟他們詢問連結失效的問題,還有這種維修流程的問題
對方只給我打了個官腔的道歉,然後告知我在台灣 Pixel 手機只能用這方法送修
還說重新幫弄連結還要等24~48小時,聽到這邊我真是受不了他們這種處理態度
之後我不死心跑去他們網站找 Pixel 手機維修的方式
https://i.imgur.com/sbz8TKg.png

我再打電話詢問是否有這種維修方式,結果卻告訴我這方法台灣不適用(???)
那寫這些在上面到底要幹麻...騙我們消費者?
最後我默默的掛上電話,因為知道在講下去他們也不會回我任何幫助我的資訊
---
以上是我這次送修 Pixel 手機的心得
我沒辦法接受的點
1.客服回應速度慢,最後還給我搞烏龍放生
2.送修手機要我刷原價價格的手機,才能跑維修流程
3.官方網站寫的不清不楚
或許第二點很多人會說這不算什麼,但老實講我真沒辦法接受這點
搞得好像我是小偷一樣,要先墊付一筆錢當保證金似的
今天並不是我摔暴了手機或是讓手機泡水,而是充電自己就壞了
我自己也都是用官方充電器充電,但最後還是出毛病
而且我當初購買的時候是用半價優惠,現在又要我刷原價實在是亂七八糟
我看別人的心得還有寫這條
https://i.imgur.com/9Oq8gby.png

收貨的是Google,審查的也是Google
如果到最後審查判定不符合RMA的狀況,我不就要吃下這三萬元嗎?
又或著扣除雜七雜八的費用呢?
---
最後給一些對 Pixel 手機有興趣的人一些話
我使用 Pixel 3 XL 確實他是一個不錯的手機
不過我是一個不怎麼拍照錄影的人,可能其他人對這部分有些想法
但是使用不到兩個月充電就壞了,網路上也有許許多多軟體上的Bug
如果你們真的想法 Pixel 3 甚至現在的新機 Pixel 4
建議真的要做好功課,不要相信官方網站上面的維修方式!
除非你住在美國
---
11月5號更新
剛剛Google寄新的訂購替換連結給我
https://i.imgur.com/lq2btQ6.png

點下去之後一樣錯誤
https://i.imgur.com/4wl76q3.png

https://i.imgur.com/iWObzRf.png

看來我又要再等24~48小時了
---
11月7號更新
https://i.imgur.com/An7VpMx.png

看來連續兩次連結都失效的關係,現在說直接寄送替換裝置過來了
不過RMA碼好像要重給?總之繼續等情況了
--
Tags:
手機
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