Google replaced the faulty brand-new Pixel 9 phone with a refurbished one. How is it a fair trade?
Should i buy a renewed pixel 9?
Pixel 9 vs 9a vs refurbished 8 Pro - what would you choose?
How can I check if I received a refurbished phone? If so, how do I ask google for a new phone?
Are any accessories included with certified refurbished phones?
Each certified refurbished phone comes with a certified USB cable.
Is there a warranty on the refurbished cell phones?
Yes. Videotron offers a 1-year basic warranty on refurbished devices.
Consult applicable conditions.
Do I need to subscribe to a Mobile plan to purchase a certified refurbished phone?
Yes. A subscription to a Videotron Mobile plan is required to purchase a phone.
Compatible Mobile plans may vary depending on the phone chosen. For example, only plans with a minimum monthly service rate of $50 may be available with certain cell phones. Once your phone has been selected, the choice of plans offered will adjust automatically.
Choose your Mobile plan.
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I ordered a brand-new Pixel 9 as a gift for my dad, who only uses two apps in addition to the default apps on the phone: Facebook and Facebook Messenger. However, the phone couldn't open the apps and often got stuck in indefinite restarting loops. It also heated up dangerously. I reached out for a refund, but Google insisted I resolve the issues through their support, which turned out to be unsuccessful. By the time I followed up, it was past the 15-day refund window, and they only offered a replacement. They provided two options: the Advanced Replacement option, where I would pay for a new phone upfront and then return the faulty one for reimbursement, or the Normal Replacement option, where I wouldn’t have to pay anything upfront—I would just return the existing phone and they would send me a replacement. Unfortunately, I received a bare-bones refurbished phone without any accessories, as they said it depended on availability. I emailed them with my concerns below. Is this a fair trade, in your opinion? Why is Google conducting business like this? I am extremely disappointed.
"Hi Julia, Thank you for the update. I appreciate your clarification. However, I wish I had been clearly informed about the key differences between the two replacement options when they were initially presented to me. Specifically, I would have liked to know that the Advanced Replacement option, which requires upfront payment and later reimbursement, guarantees a brand-new phone, while the standard replacement option may provide a refurbished device. Additionally, how does Google determine "availability"? Does Google prioritize distributing brand-new phones as replacements before considering refurbished ones, or is it the other way around? If you were in my position as a rational customer, would you want to pay the price for a brand-new phone in exchange for a refurbished one that is about 30% lower in price? Not to mention the inconvenience of receiving a faulty phone which I ordered as a gift, and having to go through the hassle of getting a replacement after long conversations with Google support. How is this a fair trade? I would like to escalate this issue further, or you can agree with me on one of the following options: 1) Refund me. 2) Refund the difference between a brand-new phone and a refurbished one. 3) Send me a brand-new phone as if I had opted for the Advanced Replacement Option. Thank you,
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