[Z4YN0112]

Hi everyone, i've started a SE for pixel buds with a serial number i found this morning. I'll paste the transcript below, thoughts on how i've done so far will be appreciated.

1:32:05 AM Lem: Lem joined the conversation
1:32:06 AM z y: z y joined the conversation
1:32:08 AM Lem: Hi! Welcome to pixelbuds support. My name is Lem. For future reference, your case ID is x-xxxxxxxxxxxxx. How are you today?
1:32:28 AM z y: Hi Lem i hope you're well
1:32:51 AM Lem: I'm doing good, thanks for asking.
1:33:00 AM z y: I've just experienced something very traumatising with my pixel buds and i'd appreciate your sympathy in assisting me with a resolution here
1:33:28 AM Lem: I'm sorry to hear that you're experiencing issues with your Google Pixel Buds. Let's see how I can help you in this.
1:34:21 AM z y: I was using the buds as usual on my way to work, all of a sudden i noticed the temperature of the buds, they were becoming extremely hot whilst in my ears. They continued getting hotter, the buds disconnected and my music stopped playing yet i could hear a buzzing sound
1:34:45 AM Lem: Thanks for the detailed information.
1:34:47 AM Lem: I will be asking you several questions to isolate your concern, would that be fine?
1:34:53 AM z y: The buds were even still getting hotter, out of concern for my safety i removed them from my ears and disposed of them as safely and swiftly as i could
1:34:56 AM z y: Of course
1:35:02 AM z y: I'll be happy to co operate
1:35:26 AM Lem: So you've thrown away the buds?
1:35:57 AM z y: That's correct, this became a safety concern and unfortunately i do believe my safety is more important to me than the buds
1:36:19 AM z y: I'm sure you can understand why i resorted to disposing of the buds and i'd appreciate your sympathy here
1:36:54 AM Lem: Got it.
1:37:12 AM Lem: We all know that safety is our top priority.
1:37:23 AM z y: Exactly Lem i am glad you agree
1:37:39 AM Lem: Okay! Let's start isolating your concern.
1:38:01 AM Lem: When did the issue start?
1:38:02 AM z y: although i am disappointed to not have a pair of buds now, i really hope you can assist me in checking the status of my warranty to see if a replacement can be warranted here
1:38:21 AM z y: The issue happened this morning around 8:30am on my way to work
1:38:29 AM z y: This happened underground on the train
1:38:36 AM Lem: Thanks for that.
1:38:51 AM Lem: From 1 to 10, with 10 being “it is so hot that I cannot hold onto it” and 1 being “I can feel it is warm but I feel comfortable holding it,” can you rate how warm your Pixel Buds got?
1:39:05 AM z y: a 10 certainly
1:39:12 AM z y: the buds were difficult to even hold
1:39:23 AM Lem: Got it.
1:39:47 AM Lem: Was the buds exposed to any liquid?
1:39:58 AM z y: No, i take great care of all my electronics
1:40:08 AM Lem: Thanks. Was the earbuds dropped or bumped?
1:40:46 AM z y: Not at all, as i said i am a very careful person, i ensure there is no damage inflicted on any of my electronics
1:41:20 AM Lem: That's great!
1:41:21 AM Lem: Did you notice any temperature rises or other unusual device behavior prior to the incident?
1:42:23 AM z y: This is the first time i have experienced something as serious as this, i have noticed the buds to get warm on some occasions but in none of these instances did the buds get as hot as they did today
1:42:33 AM z y: It was quite petrifying
1:43:02 AM Lem: Thanks for letting me know.
1:43:04 AM Lem: What was the state of charge (%) prior to this incident?
1:43:44 AM z y: i'd like to say around 70%, i always ensure i have plenty battery in my buds before commuting to work as i don't like to commute without music
1:44:12 AM Lem: Thanks for that.
1:44:39 AM Lem: Now, please provide the photos of the charger, adapter, or charging station?
1:45:46 AM z y: sure please hold while i ask my father to send pictures of these for me as i am at work
1:46:41 AM Lem: No worries, take your time.
1:47:25 AM z y: As you can see i take great care of my electronics after each charge i return the charger in it's original box
1:47:25 AM z y: Screen Shot 2023-08-04 at 08.46.25.png
1:47:34 AM Lem: Thanks for providing the photo.
1:47:54 AM z y: You're welcome
1:48:04 AM Lem: Could the earbuds be charged properly?
1:48:30 AM z y: Yes, i haven't noticed any issues with the battery life of the earbuds they seemed to be working as per usual
1:48:43 AM Lem: That's great!
1:48:44 AM Lem: Did you notice any abnormality during charging, if so, what are the symptoms?
1:48:53 AM z y: None at all.
1:48:58 AM Lem: Thanks. How long did you charge the earbuds after the reported issue?
1:49:12 AM z y: I charged them for around 30-45 mins
1:49:36 AM Lem: I see. Did you use the charger that came with the device to charge your Pixel Buds? If not, what’s the brand of the charger you used?

1:49:55 AM z y: The original charger accompanied by the plug adaptor of my pixel 7
1:50:01 AM z y: Both original google products
1:50:51 AM Lem: Got it.
1:51:03 AM Lem: What was the power source the USB-C end of the wireless charger connected to?
1:52:03 AM z y: Sorry i meant to say i use the type c to type c charger from my pixel 7 or i use the original google pixel buds usb a to usb c charger
1:52:16 AM z y: i connect them into my computer usb hub which is the acceptable wattage
1:52:37 AM Lem: Thanks for providing all the necessary information.
1:52:48 AM Lem: Now, may I know your country of residence?
1:52:54 AM z y: United Kingdom
1:53:22 AM Lem: Thanks for confirming.
1:53:31 AM Lem: Can you provide the serial number of the charging case?
1:54:02 AM z y: xxxxxxxxxxxxxx
1:54:30 AM Lem: Thanks for that, ZY.
1:54:36 AM z y: No worries
1:54:54 AM Lem: As we have all the details needed for this, I will be escalating your case to higher support team to further check on this.
1:55:32 AM Lem: Please wait for the email that will be coming from us once we have an update from them.
1:55:52 AM z y: When can i expect this email to arrive Lem?
1:56:32 AM Lem: The normal process is 24 to 48 hours but I can't guarantee that as our team is following a certain queue.
1:56:42 AM Lem: But we'll get you posted as soon as we have an update from them.
1:56:50 AM z y: No problem, and can you confirm the warranty on my buds?
1:57:13 AM z y: I am sure it has been less than a year but if you could confirm that would be great
1:58:28 AM Lem: I've seen here that you are still within the warranty period.
1:58:44 AM z y: that's great thanks for letting me know
1:59:02 AM z y: Is a replacement a potential resolution i can expect from this issue?
1:59:29 AM Lem: I can't assure that but our team will dig deep into this.
1:59:35 AM Lem: And make a thorough review.
1:59:50 AM z y: alright perfect, thank you for your help Lem, i will wait for the email to arrive
1:59:52 AM Lem: Thanks for checking this with me and for answering all the needed information.
1:59:59 AM Lem: I hope I was able to answer all of your questions. Anything else I can help you with today?
2:00:24 AM z y: That will be all thank you, would you be able to send an email after this chat confirming all we have spoken about
2:00:59 AM Lem: After this chat you can request for the transcript.
2:01:15 AM z y: Perfect
2:01:29 AM Lem: Thanks for chatting with us today. There’s a short survey coming up and we’d love to hear your feedback about our interaction today.
2:01:33 AM Lem: Thanks for contacting Google. Have a great day!
2:01:40 AM z y: Take care

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@mothered your thoughts are always appreciated

[bunnyslippers]

They'll send you an email with your next steps. They will want you to ship the faulty product back to them, with a label paid for by Google. Simply box the return.

[SumoSlammer]

Your responses couldn't get any better.

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They'll send you an email with your next steps. They will want you to ship the faulty product back to them, with a label paid for by Google. Simply box the return.

He has stated the issue occured on the underground so if he disposed of it swiftly wouldn't that mean the nearest trashcan?
This would obviously mean he can't locate them anymore which the reps should take into account. However, boxing would be the best solution if they reply with that.

[Z4YN0112]

Your responses couldn't get any better.

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They'll send you an email with your next steps. They will want you to ship the faulty product back to them, with a label paid for by Google. Simply box the return.

He has stated the issue occured on the underground so if he disposed of it swiftly wouldn't that mean the nearest trashcan?
This would obviously mean he can't locate them anymore which the reps should take into account. However, boxing would be the best solution if they reply with that.

Yeah exactly, i've tried to push for the item being disposed so i can avoid shipping back the item, however if it does come to this i will box it

[SumoSlammer]

Your responses couldn't get any better.

---

They'll send you an email with your next steps. They will want you to ship the faulty product back to them, with a label paid for by Google. Simply box the return.

He has stated the issue occured on the underground so if he disposed of it swiftly wouldn't that mean the nearest trashcan?
This would obviously mean he can't locate them anymore which the reps should take into account. However, boxing would be the best solution if they reply with that.

Yeah exactly, i've tried to push for the item being disposed so i can avoid shipping back the item, however if it does come to this i will box it

No worries GL!

[Z4YN0112]

Your responses couldn't get any better.

---

He has stated the issue occured on the underground so if he disposed of it swiftly wouldn't that mean the nearest trashcan?
This would obviously mean he can't locate them anymore which the reps should take into account. However, boxing would be the best solution if they reply with that.

Yeah exactly, i've tried to push for the item being disposed so i can avoid shipping back the item, however if it does come to this i will box it

No worries GL!

Thanks pal i will continue to update this thread

[yeahbuddy112]

[/quote]has your SE been succesfull or still pending and did you box them?

[Speezy207]

please update us with the process

[Z4YN0112]

GGs to myself I guess lmao. Email from google:

Good day! We apologize for not getting back to you sooner. We're going to move forward with processing a replacement device for you and we need to have the following details below:

First name:
Last name:
Street address, including apartment or unit numbers (no PO Boxes):
City:
State or province:
Zip or postal code:
Country:
Phone number:
Hoping to hear back from you soon.

[EdenSlate]

GGs to myself I guess lmao. Email from google:

Good day! We apologize for not getting back to you sooner. We're going to move forward with processing a replacement device for you and we need to have the following details below:

First name:
Last name:
Street address, including apartment or unit numbers (no PO Boxes):
City:
State or province:
Zip or postal code:
Country:
Phone number:
Hoping to hear back from you soon.

GGs to you indeed!
Thanks for the full chat transcript btw, quite informative.
You may want to delete it at some point for your own sake though, it's highly identifiable.