they don't care in the slightest. they're just following a script. if it was me, I would troll them a little. "I had to break the law to get my phone fixed because you wouldn't help me." but that's probably farther than most would want to go.
-wes On Tue, Sep 20, 2022 at 7:31 PM Chuck Hast <[email protected]> wrote: > I wonder how much of this they keep. She has already > tried to explain that as executor she cannot leave the > country until the job is done. I had thought about doing > that but wonder if someone would then challenge based > on her previous statements. > > > On Tue, Sep 20, 2022 at 8:57 PM wes <[email protected]> wrote: > > > On Tue, Sep 20, 2022 at 6:27 PM Chuck Hast <[email protected]> wrote: > > > > > Folks, > > > This does not have anything to do with Linux but I figure > > > that if there are folks who may know how to deal with > > > this one it will be here. > > > Both my wife and I have Google Fi as our cell service. > > > It has worked well for us up until now. > > > She is presently in Costa Rica as the executor of her > > > dad's estate. He passed on in January this year. > > > She cannot leave the country until the job of the > > > executorship has been taken care of, the judge has > > > even ordered her imigration data to see if she has > > > left the country for any amount of time. > > > > > > > > > She has a Pixel 5a 5g. The mother board died on it > > > she shipped it back to me so I could get it taken care > > > of. I called Google as it is under warranty and she > > > has also been paying insurance for it. > > > > > > After much ado about confirming who she is we finally > > > got all of that straight last Saturday. The CSR got all > > > of the information and told her that they were going to > > > email her a RMA form to fill out. She never got it. > > > On investigating we got the following email from them. > > > > > > Hi Iliana, > > > > > > Thank you for contacting Google Fi support! > > > > > > I see that you are looking for an email with RMA details for the > > > replacement device. I have checked the details with the device IMEI: > > > **********0980 and see that the replacement has not been processed yet. > > As > > > you are outside the US, even though we process the RMA, you will not be > > > able to order the replacement device. Hence, we request you to contact > us > > > again once you are back in the US, we will help you with the > replacement. > > > > > > If you have any further questions, feel free to reply to this email or > > > contact us over Chat > > > < > > > > > > https://support.google.com/fi/contact/chat_fi_tech_support?hl=en&cfnti=escalationflow.chat&cft=1&visit_id=637941340777729407-4011495741&rd=1 > > > > > > > (click > > > on this link, enter your details and click on submit to initiate a chat > > > request) or Phone (1-844-Talk2Fi) available with a limited team. > > > > > > We're here to support 24/7! > > > She sent an email explaining that she was there dealing > > > with the death of her father and that she was not able to > > > leave the country until the executorship had been taken > > > care of. > > > > > > She got about the same reply on that they were sorry about > > > her loss. > > > > > > She has pointed them to her purchase history on Google > > > Store and the fact that her home address is still here in > > > the USA and it is the same address that the used to ship > > > the phones and other items too. > > > > > > I am trying to sort this out, I have tried to find other ways > > > to contact someone above these call centers in the Philippines > > > and India, but to no avail. They cannot seem to understand > > > that they are not sending the device out of the country > > > just to her home address. > > > > > > Sorry to make this so long but a lot of you have to deal with > > > some of these big tech folks and hope someone can give > > > me somewhere to aim. > > > > > > > > I do this sort of thing all the time. I do not think there will be an > > honest way to resolve this. I would just start a chat with them and say > "my > > name is Iliana and I'm back at home now, please send the RMA." they'll > send > > it to you, you'll ship the phone, they'll ship it back to you, you'll > ship > > it back to costa rica. problem solved. > > > > or, Iliana can start the chat herself and make the same claim. > > > > if neither of you is willing to go this route, the next thing to try > would > > be to call in, and just ask for a supervisor. tell them there's a dispute > > about the RMA situation or something, but don't give specifics, as they > > will just insist on giving you the same answer. this is not likely to > work > > but is your best bet. > > > > -wes > > > > > -- > > Chuck Hast -- KP4DJT -- > I can do all things through Christ which strengtheneth me. > Ph 4:13 KJV > Todo lo puedo en Cristo que me fortalece. > Fil 4:13 RVR1960 >
