Avoid Google Store Trade-in (PCS Wireless) Australia

arcticmonkey on 14/09/2024 - 10:26
Last edited 25/09/2024 - 21:04 by 1 other user

I purchased a new Google Pixel 9 Pro XL from this deal via the Google Store Australia

I sent back my Google Pixel 7 Pro and was told I would be receiving $700 due to a trade-in promotion. I factored this info the total cost which was already a hefty purchase.

The phone was only about 8 months old and came from Google. It was barely used as it was a second phone. It was always in a leather cover and there were no issues.

I received an email saying I would only receive $525, which is the minimum amount they need to give or they would need to send the phone back, due to "LCD major damage".

As mentioned, the phone was from Google only 8 months earlier and in pristine condition.

I have since searched for terms related to Google Store/PCS Wireless Scam and Google Store/PCS Wireless Fraud and found many articles including:

https://www.reddit.com/r/GooglePixel/s/Y0mbGedvTT

https://www.reddit.com/r/GooglePixel/s/7Y4SmkS4Ax

https://www.reddit.com/r/GooglePixel/s/S8uv20x7NW

I've contacted Google several times and they refused to assist or even look into this.

Is there anything that can be done via the ACCC or another government body regarding this?

Evidence points to it being a trend and we have stricter consumer standards than many countries.

Hopefully this helps someone think twice before using the Google Store trade in service.

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Comments

  • G-rig on 14/09/2024 - 11:41
    +2

    JB hi-fi always better and the gift cards/store credits don't expire.

    • arcticmonkey on 14/09/2024 - 13:20
      -1

      Will have to look into this next time.

      As a three time Pixel buyer, I now won't be going near the Google Store or PCS Wireless.

      Google have not replied to numerous emails, numerous support tickets and Anna from their live chat closed the chat session without raising a complaint.

      As with the other people, I feel like I have been scammed.

      Is there any form of recourse?

      • G-rig on 14/09/2024 - 13:43

        That's annoying hey, quite a few people I've had issues with Google. Not even accepting trading phones.. What the hell?

        Not sure, what you can do besides going to Apple and starting fresh. I haven't had any apple devices since Apple 3G but maybe one day when I'm older and can't be bothered this at all. Just so expensive but pixel are trying to be the same anyway now. At least the JB Heifer trade-in offers are pretty good and reduce the price heavily.

  • JimmyF on 14/09/2024 - 12:05
    +1

    I received an email saying I would only receive $525, which is the minimum amount they need to give or they would need to send the phone back, due to "LCD major damage".

    Picture of the phone?

    • arcticmonkey on 14/09/2024 - 13:18
      +1

      Nope. Never thought to take one. I mistakenly thought Google was reputable.

      • JimmyF on 14/09/2024 - 13:31
        +1

        Did they provide you with a photo of the damage they are claiming? Major damage should be pretty easy to see!

        I had something similar with another company, same deal. Claimed damage, so I asked for the phone to be sent back. They did, in a untracked padded envelope. WTF!? It was sent in its box but returned without it.

        Then I asked what happened to the charger I sent with the phone (back when chargers had been a thing), they said they tossed them. I'm like, well I sent you a charger, a box etc so if you are returning my device as I didn't accept your offer, then I expect everything I sent in, sent back.

        They couldn't as the box and charger had been tossed but did send me some random charger after a bit of back and forward.

        So I feel your pain, get the item back if you think you can sell it for more.

        • arcticmonkey on 16/09/2024 - 20:27

          No. I have asked them for a photo and they have not sent anything.

  • life is suffering on 15/09/2024 - 20:06
    +1

    Ask them to send it back OP with screen intact

  • CarStudios on 16/09/2024 - 16:38
    +1

    I am experiencing a similar issue with them. They undervalued my phone, which has triple-layer protection and not a single scratch on it, including a well-protected camera. They reduced the trade-in amount, claiming there was an issue with the screen. When I asked Google to provide proof of the screen issue, they said they couldn't do anything. I requested them to return my phone, and they said there wasn't much they could do. This feels like I'm being robbed in broad daylight. It's terrible that as consumers, we don't seem to have any power. All of this is dependent on the subjective PCS wireless inspection. If you know how to report this, please let me know because I want to report them too.

    • arcticmonkey on 16/09/2024 - 20:25
      +1

      That's disgraceful.

      This whole Google/PCS trade in situation looks nothing short of a scam or deceptive conduct to me.

      Lure people in with high trade in bonuses to purchase a new phone

      Person spends close to $2000 for a new device

      Person goes to claim the trade in and it's undervalued.

      Person finds it ridiculously hard to deal with Google to get their money.

      I feel like I have fallen victim to a scam or fraud.

      I am going to be complaining to the ACCC as the next level. I've successfully fought billion dollar businesses through our consumer systems and by getting onto key management on LinkedIn.

      This has to stop. It's a pure cash grab in my view.

      • G-rig on 16/09/2024 - 22:27
        +1

        Agreed it's pathetic to have to fight for the agreed trade with a phone in good condition. Google are rich enough and would send them to get refurbished and not blink an eyelid.

        I've had good dealings with SquareTradeUp but this sounds terrible. You'd be better off selling it privately so just get it sent back I guess. Google customer service used to be better when my Nexus 6P played up well into warranty and got sent a pixel 1 because they didn't make them anymore. Emailed a postage label and didn't didn't have to send the old one back until received the new one.

  • nthanhhai on 25/09/2024 - 15:20

    I also had a trade-in with Google when purchasing new Google Pixel 9 Pro XL. Before sending the trade-in, I saw this article and found that it could be hard to get full trade-in value. I decided just to send it anyway and took photos and videos of when I packed it. I wrapped my Google Pixel 6 Pro phone in a bubble wrap and put in the envelop that they sent to me. I didn't expect to receive full trade-in value. Worst case scenario is I got $475, 75% value of the full amount, or I'll get my phone back. To my surprise, PCS Wireless examined my phone and agreed to the full trade-in value. I don't know whether I'm lucky or not but wasn't too bad experience to me.

    • arcticmonkey on 25/09/2024 - 21:03

      I've got no doubt they let some go through but look at all the savings if cash is withheld on just 10%. It's very easy to find examples of people receiving less than they expected. I see it as a trend.

  • brawndo on 27/09/2024 - 06:43

    Was your device a refurbished model from Google?

  • ozprg on 30/09/2024 - 15:03
    +1

    my device was returned stating that 'Device isn't factory reset'.
    This is just ridiculous since it have a video showing that the device was infact factory reset and you can see the 'Welcome screen' of Android.

    Contacting google support is pointless since they just say that PCS is third party and they can't do anything about it.

    • arcticmonkey on 30/09/2024 - 18:51
      +1

      Yep. I would totally avoid Google Store trade ins. They can bait you in with supposed trade in value but it's far too risky to be reputable to me.

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