[t420mom]

+1. I'll never buy Google hardware again. 6 weeks ago, my Pixel C tablet bricked itself playing Minecraft: Pocket Edition (my guess is that the heat corrupted some of the flash memory). Google agreed to replace it under warranty, but they didn't manage to address the package correctly (they forgot to include some details, like the street, city, zipcode, and state (according to FedEx)).

What followed was 4 weeks of calls to Google support. Each time they promised they would reach out to the "shipping partner" and get it sorted. I was also receiving emails threatening to charge me the full cost of the replacement device because I hadn't sent in the broken tablet yet.

Eventually the package got delivered... back to the Google warehouse. Google wasn't aware of this until I called them up - their system assumed it had been delivered to my house. Another promise to fix the situation - and this time they managed to actually get a package to my house. Only it was a Pixel C Keyboard, not a tablet.

Another call, another promise. It's been over a week now and the latest package has not yet been shipped, it's stuck in the order confirmed state.

So, 6 weeks later, still no replacement. Luckily the tablet is mostly for entertainment, I personally plan to never rely on Google for anything important like making a living.

[sushisource]

Google customer support is a complete joke. I can appreciate their philosophy of trying to spend as little money on it as possible by making quality software... but at some point people are going to call you and it needs to not be a horrible experience.

Especially as they've moved into hardware. Gotta get that right.

[limeblack]

There weren't exactly unhelpful last time I talked to them but I would like to say someone did hang up on me. I wasn't even being unreasonable I just told them I was wondering if they mind waiting on the phone while I installed something.

[pasbesoin]

Nexus 5X bootlooped after 1.3 years of rather gentle use.

Replaced a 2013 Moto X that stopped receiving updates well before the 2 year mark, despite being bought when Google owned Moto and was promising timely and continuing updates.

I don't take anything from Google after Google Docs (now Drive, whatever) seriously. Well yeah, the self-driving cars, maybe... but that's not a released product yet, anyway. Which simply saves me the effort, for now, of considering how Google will flush that tech, if and when.

[Markoff]

ah common, don't be so harsh on their hardware, it's not like Nexus 5X or Nexus 6P were not really good design...

[t420mom]

I don't have a problem with their hardware design, just how they handle support. I'm specifically avoiding their hardware in the future because of the customer experience I've had, not for any other reason.

[blacksmith_tb]

True, I am using a 6P as I write, but wouldn't some (even most) of the credit for that belong to LG and Huawei respectively?

[Markoff]

not sure about LG, but in 6P Huawei just produced it according google design and requirements, they never had problems 6P was plagued with, which can't be said about LG with their own phones bootlooping