[lotd2000]

Hello,

I need some input / suggestions. 4 days ago, I ordered two Pixel 2 XL's that came via FedEx and where I had to sign for them. I used the empty shipping box method. I contacted Google and they had me send them pictures of the box and also requested that I reply to an email stating that 'I CONFIRM' that I didn't receive the phones. So, they told me that they've opened an investigation with the shipping partner and that it would take between 3 to 5 business days to hear back.

I followed up with them yesterday, but they told me that I would be emailed back after they finish the investigation.

How should I proceed with this? Should I back out of it and find an excuse? Or should I wait to see what they say?

Thanks.

[Skryptec]

You should wait until what they say. If it ends up badly, you could just use a excuse. If not, you are in profit.

But Google is easy to refund so no worries. Let us know how it goes!

[mothered]

Further to @Skryptec's post above, bear In mind that an Investigation Is part of company protocol/procedure, generated and based on the significance of the situation at the time.

[copscalled]

Keep with the investigation for many reasons, if you back out of it, you will be deemed very suspicious, remember, you are trying to be a customer who genuinely doesn't know where the package has gone and that you are very frustrated.

If they deny it, keep pushing.

Cheers.

[lotd2000]

Glad I stuck with it. I was offered a replacement or a refund yesterday!

[mothered]

Glad I stuck with it. I was offered a replacement or a refund yesterday!

Good to read.

As @copscalled mentioned above (and the same with myself over many posts), always comply with an Investigation. It's an admission of guilt If you don't.

[JBoy1017]

Hello,

I need some input / suggestions. 4 days ago, I ordered two Pixel 2 XL's that came via FedEx and where I had to sign for them. I used the empty shipping box method. I contacted Google and they had me send them pictures of the box and also requested that I reply to an email stating that 'I CONFIRM' that I didn't receive the phones. So, they told me that they've opened an investigation with the shipping partner and that it would take between 3 to 5 business days to hear back.

I followed up with them yesterday, but they told me that I would be emailed back after they finish the investigation.

How should I proceed with this? Should I back out of it and find an excuse? Or should I wait to see what they say?

Thanks.

What pictures did you send?

[bringer]

It seems to me that you need to use a mindset: I am a customer. I am *rightfully* angry that my merchandise didn't arrive. In order for the vendor to offer great service, they need to fix *their* mistake, and fast. Deviation from this role would raise suspicion, but playing the role would conform to their expectations.

[Skryptec]

Glad I stuck with it. I was offered a replacement or a refund yesterday!

Great to hear that it worked out!