Nexus 6p Build quality Discussion with Google and Googles Response - Nexus 6P General

Hi 6P Lovers
I am attaching the transcript of the conversation I had with Google, I have provided them all the issues that users currently are facing with their NEXUS 6P devices and Google said they aren't aware of the issues and have not heard back from any of the customers yet, so I have asked them to open a case to track this, Here is the case number: [1-6402000009369] , Please post your concerns against this case to make google take necessary action and Use this case number in your subject line.
Transcript with Google:
11/09/2015 09:38:05 AM UTC*8
09:45:49 XXXX Google Rep.: Hello there! Thank you for contacting Google. My name is XXXX Google Rep. I see you'd like to
provide some feedback * let me have it!
09:46:00 [email protected]: Hi XXXX Google Rep
09:46:14 [email protected]: I am afraid of using Nexus 6P
09:46:38 [email protected]: I would like to bring the following to googles notice
09:47:06 [email protected]: 1. Body quality of Nexus 6p 2. Camera Glass Breaking on its own
09:47:18 [email protected]: I would like to discuss more on these two
09:48:15 XXXX Google Rep.: Sure thing!
09:48:48 XXXX Google Rep.: I'd like to let yo know that we take feedback very seriously, and I'll make sure this gets
read. Currently, we have no information on either of these two subjects. We rely on our customers to get a
beat on what's happening.
09:49:36 [email protected]: ok I am a Phone reviewer and writes reviews on phones
09:50:01 [email protected]: Please refer to the following video on Build quality
09:50:06 [email protected]: <Bend test: Nexus 6p is a joke! Round TWO - Why does it bend?>
09:50:12 [email protected]: Please review
09:50:36 [email protected]: Following is the reports on the Camera Glass
<Android Police Auto Glass shattering issues>
09:50:41 [email protected]: I will wait
09:50:56 [email protected]: Please review and let me know
09:52:00 XXXX Google Rep.: You are super prepared!
09:52:23 XXXX Google Rep.: I appreciate the information you've brought to my attention, but I'm unable to respond in
the fashion you're requesting.
09:52:25 [email protected]: I love this phone, by seeing these reviews it scares me
09:52:48 [email protected]: I am really worried about the things happening with this phone
09:53:01 XXXX Google Rep.: I'm being very honest with you when I say we currently have no reports or
announcements regarding this issue.
09:53:23 [email protected]: I have a forum where users are complaining
09:53:49 [email protected]: about the Power switch which is bending the body around its area
09:54:06 [email protected]: I am going to send those reviews als
09:54:18 XXXX Google Rep.: Okay!
09:55:54 [email protected]: XDA's Bent in 2 days link
09:56:56 [email protected]: My friend has started this topic
09:57:01 [email protected]: in this forum
09:57:37 XXXX Google Rep.: Ah okay.
09:57:56 XXXX Google Rep.: Thank you for providing these, I'll make sure they're submitted with the feedback.
09:58:07 [email protected]: So what about my phone?
09:58:36 [email protected]: if I face these issues, I want assurance from google that, they will be
taken care
09:58:59 [email protected]: when the phone is so good, why google did not take necessary steps to
keep it Solid
09:59:30 XXXX Google Rep.: Google has a 15*day return policy, from the date you received your phone, to return it
for a full refund. After that, was have a one*year limited warranty. Physical damage, however, would not be
covered by this warranty and would have to be referred to the manufacturer for repairs for cost.
09:59:55 [email protected]: one more metal bucket in the center of the body to place all the
Hardware would have made phone more stronger
10:00:05 XXXX Google Rep.: At this point and time we are still tracking any issues that are occurring with the new
phone. As of yet, there is not enough information for any sort of recourse, and thus I am unable to offer you
a pro*active solution.
10:01:17 [email protected]: Now that I am providing you the substantial proof, would you like to
escalate this to a manager and take the necessary action?
10:02:11 XXXX Google Rep.: I'd be more than happy to keep track of your case, provide support, and escalate this as
need be. At this point their answer will be much the same, as we have the same information. If you do have
a problem in the future, however, we can see what we can do.
10:02:44 [email protected]: Can you please open a case with these notes are keep a track of it
10:03:06 XXXX Google Rep.: Of course!
10:03:08 [email protected]: can you provide the reference or case number
10:03:24 XXXX Google Rep.: I will send you a follow up email after this, and in the subject line it will have the case
number.
10:03:35 XXXX Google Rep.: You will also be able to reply directly to that email and it will come straight to my inbox.
10:03:52 [email protected]: Can you also provide the Chat transcript
10:04:52 [email protected]: I mean in the email
10:05:18 XXXX Google Rep.: Of course! After this chat I will provide you with a PDF of our chat.
10:06:22 [email protected]: Sure XXXX Google Rep
10:06:28 [email protected]: I would like to hear from Google
10:07:18 [email protected]: Hope they will take care of these issues and provide a response to all its
customers
10:07:38 XXX[email protected]: please do your best and have this opportunity to make a big change in
your organization
10:07:42 XXXX Google Rep.: We're working on it, I promise. The phones haven't been out that long and data is still
being collected.
10:08:06 XXXX Google Rep.: We rely on our customers for feedback, so I do appreciate you letting me know your
concerns. The more we hear from you and other customers, the more we can do.
10:08:25 [email protected]: Ok please mail me
10:08:50 XXXX Google Rep.: If you would like to submit your own form of feedback, you can go to store.google.com.
If you scroll to the bottom, in small letters on the left*ish, is an option to send feedback.
10:09:21 XXXX Google Rep.: Is there anything else I may be able to assist you with today?
10:10:24 [email protected]: For now no
10:11:00 XXXX Google Rep.: Thanks for contacting Google! There’s a short survey coming up, we’d love to hear your
feedback about our interaction today. Have a great day!
Regards
Chanu

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Wow, they exercised some extreme patience with you.
Do you have a link to some of your phone reviews? I'm curious...

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init bit of a bs story if im honest, why would you think he could do anything to help you?

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TheLoverMan said:
init bit of a bs story if im honest, why would you think he could do anything to help you?
Click to expand...
Click to collapse
Not Ye! He is not helping me here by anyway (My phone doesn't show any signs of damage yet!), he just opened a case and we can use that case to update the issues!

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dont know what phone to get know after reading this sort of stuff. Might just stick with nexus 6

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TheLoverMan said:
dont know what phone to get know after reading this sort of stuff. Might just stick with nexus 6
Click to expand...
Click to collapse
Don't be skittish, like a deer.
For example today my Nexus 6P was delivered (in New Zealand)
I too have read many things, here and in Reddit. I had an extensive checklist to run through on my phone and I just finished -- Not one single thing wrong with it.
And you know what? I didn't enjoy the moment like I should.
Receiving new tech should be fun, damnit. But I fell victim like you to all the whiners (with legit complaints) making lots of noise. I dreaded discovering my phone had blue tint, pink tint, uneven speakers, scratches, blood stains, faeces smeared all over it and live insects nesting in the earphone jack.
Odds are 95-99% of all devices are pristine like mine. It's the 1-5% making heaps of noise that attract all the attention. Unwarranted in my opinion. This phone rocks, believe the reviews.
/rant over

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Cheers fella thanks for that just what i needed, nexus 6p here i come

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I don't buy that the girl video wasn't rigged and the gorilla video tells us only that gorillas are strong. When you get your phone you're going to see that its quite strong. Chances are like me you will at first gingerly bend test it just because curiosity wont let you rest until you give it just a little tweak. When you do that you're going to think that as it didn't bend at all maybe you will give er a little more and see what it does and it's still not going to bend. At this point you're going to recall the half dozen videos of grown men putting enough force on the phone to whiten their knuckles without bending it at all and you're going to realize that what you suspected from the start is true, there is nothing wrong with the strength of this phone.
While we're at it I also don't buy that people have bent the frames of their phones at the power button because "their case was too tight" or "its very thin there" or any of the other things people said. Either the phones came that way and they didn't notice till later or they banged it into something to cause it. As soon as you folks get your phones examine the area around the power switch and the way it is constructed while trying to convince yourself that someone pressing the power button or a case that was too tight bent it in that location. I don't think you're going to be able to do it, I think you're going to say, "Yeah, not a chance in hell."
Don't take me for a fanboy either. I get a new phone every time the next thing comes out and this one will be gone soon enough as well. I can give you a list of things I think the phone could do better but then I could do that with every phone I've had. I also can say that I have broken a phone by sitting on it. I was in Florida and it was flopped my bony butt down on a park bench with the phone in my back pocket. Managed to center the screen on a bolt because I do things right and sure enough I broke it. I broke it. It wasn't flawed.
I guess these kinds of posts are starting to get into my craw because one person after another keeps debunking these click baiters but people just keep lapping it up.

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Google, like every other company selling hardware, have a very good method to find manufacturing issues or design problems. I can assure you that you have wasted yours and googles time with this.
If every company just listened to what people say they would never find real problems.
It is just going to take time. They will evalute returned phones and figure out of they have real problems or just user error.
It just takes time for them to evaluate this.
All the "did you know this and that" conversations are ignored for real hard objective evalutions on actual phones.
If you can't wait while they do this process, don't be an early adopter.
Sent from my SM-N920P using Tapatalk

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I agree. Nothing is wrong with your phone and I'm sure that no one asked you to open a case with Google. If I were that rep I would of told you to contact me when something is wrong. Until then have a great day
Sent from my Nexus 6P using Tapatalk

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This is exactly why I feel bad for Google reps. This thread is a perfect example of don't act like this guy.

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So you told google you were a phone reviewer? For what company? It's like you called asking for special treatment sending them links of other people's problems and videos of people purposely destroying the phone. As far as the damage around the power button, it seems that some of the cases are on tight enough to make removing the phone difficult.
Can you post a link to your website so we can read your phone reviews?
Edit: 6 whole posts by the OP.

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while the OP is very lame, and his 'efforts' are indeed useless I would not attack him so unconditionally. Google needs to take responsibility in the long if not short-run. Nowadays customer service is more/less ienffective, unless you have warranty, otherwise, most likely they'll respond like robots, i think it is in rarer cases and if you rae very thorough and convincing anything special happens. But as with the Nexus 5 (which has a cheap build to it no matter how smooth of a phone it is) releasing cheap quality phones or phones with problems will not get google very far.

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persianrisk said:
while the OP is very lame, and his 'efforts' are indeed useless I would not attack him so unconditionally. Google needs to take responsibility in the long if not short-run. Nowadays customer service is more/less ienffective, unless you have warranty, otherwise, most likely they'll respond like robots, i think it is in rarer cases and if you rae very thorough and convincing anything special happens. But as with the Nexus 5 (which has a cheap build to it no matter how smooth of a phone it is) releasing cheap quality phones or phones with problems will not get google very far.
Click to expand...
Click to collapse
Google has offered RMA for every person on here that has asked for it. How much better customer service do you want? The guy was trolling, wanting a ticket opened for every problem reported on the internet. That's ridiculous.

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To all you folks claiming Google has bad customer service, let me explain to you my situation which will prove otherwise.
I contacted google for an RMA earlier, stating that I was unsure if my screen was defective or not due to XDA forum members showing pictures of their displays and I was worried mines might be the same. Asked if it was possible I could RMA and do a comparison with the second device to try to isolate this display issue that some folks are experiencing.
Google CSR: Sure no problem, let me get that RMA process started for you. Just to let you know, I will need you to verify your email, last 4 digits of your CC used to purchase the device and your billing zip code. Also you will have a temporary hold on your CC due to the fact you will be receiving two of our devices and the charge will be lifted once the other device is returned. Also could you provide the IMEI?
Me: Sure no problem. (Gave him the information he needed).
Google CSR: I'll be sending you an email to get the RMA process initiated. You have 24 hours to initiate the process.
Me: Is it possible I could overnight this RMA so I will have the phone within the next day or two?
Google CSR: Let me check with our shipping department. (Comes back 2-3 mins later). Just got the green light from the shipping department to go ahead and select overnight shipping.
Me: Thank you.
Now does that sound like bad customer service to you? Let me remind you that he didn't ask me any questions other than the necessary information he needed to start the RMA process.
I'd call this excellent customer service. Most places, you would have to deal with CSR and tech support for 30 mins up to 2-3 hours before they can start an RMA process. This only took me 5 mins. TOPS.
Thank you Google for providing excellent customer service and not being a pain in my a$$ when it comes to a concerned customer who might have received a defective device.

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91SDLegend said:
To all you folks claiming Google has bad customer service, let me explain to you my situation which will prove otherwise.
I contacted google for an RMA earlier, stating that I was unsure if my screen was defective or not due to XDA forum members showing pictures of their displays and I was worried mines might be the same. Asked if it was possible I could RMA and do a comparison with the second device to try to isolate this display issue that some folks are experiencing.
Google CSR: Sure no problem, let me get that RMA process started for you. Just to let you know, I will need you to verify your email, last 4 digits of your CC used to purchase the device and your billing zip code. Also you will have a temporary hold on your CC due to the fact you will be receiving two of our devices and the charge will be lifted once the other device is returned. Also could you provide the IMEI?
Me: Sure no problem. (Gave him the information he needed).
Google CSR: I'll be sending you an email to get the RMA process initiated. You have 24 hours to initiate the process.
Me: Is it possible I could overnight this RMA so I will have the phone within the next day or two?
Google CSR: Let me check with our shipping department. (Comes back 2-3 mins later). Just got the green light from the shipping department to go ahead and select overnight shipping.
Me: Thank you.
Now does that sound like bad customer service to you? Let me remind you that he didn't ask me any questions other than the necessary information he needed to start the RMA process.
I'd call this excellent customer service. Most places, you would have to deal with CSR and tech support for 30 mins up to 2-3 hours before they can start an RMA process. This only took me 5 mins. TOPS.
Thank you Google for providing excellent customer service and not being a pain in my a$$ when it comes to a concerned customer who might have received a defective device.
Click to expand...
Click to collapse
For everyone here, I am a big fan of Nexus 6P and I have opened this ticket to help people who are facing issues, I wanted to show everyone how good Googles Customer Service is, Why everyone have to think that this Incident is Bad, see the bright side of it, you just have to know that Google is supporting any kind of issues with the phone. I am just trying to give another hand. Get it right!

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TheLoverMan said:
init bit of a bs story if im honest, why would you think he could do anything to help you?
Click to expand...
Click to collapse
I'd also like to read/watch OPs reviews as it's always good to have additional sources. But I hope you're not chanu varma on YouTube with a video of a burnt one plus one.

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gie62001 said:
I'd also like to read/watch OPs reviews as it's always good to have additional sources. But I hope you're not chanu varma on YouTube with a video of a burnt one plus one.
Click to expand...
Click to collapse
Yeah, I bet it is, and there is one phone related video that isn't even a review.
OP: post your review site or YouTube link so we can check them out.

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To be fair nexus devices do seem to have an unusually high rate of poor quality devices sent out. As mentioned on another post I've had many Samsung devices, none have arrived faulty. As for Nexus devices I personally haven't had a single one that hasn't needed to be returned at least once. sometimes I've given up and got a refund.
The more advertising (like this guys transcript) that goes public the better.
Who knows they might finally step up their quality control.

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Thread cleaned.
Having said that, I think we can do without the trolling and name-calling that this thread has evolved into. Abide by the forum rules you all agreed to when you joined this site, and stay on topic, otherwise, this thread will be closed.
Cheers
Magnum_Enforcer
FSM