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Sumit K5:11 PM

Thanks for contacting Google Support. My name is Sumit K.

Customer 5:11 PM

Hi

Sumit K5:11 PM

Hey Customer , how are you today?

Customer 5:12 PM

Doing alright

Sumit K5:12 PM

Good to hear that.

Sumit K5:12 PM

Customer , how may I help you today?

Customer 5:13 PM

A couple of months ago, I got a replacement Nexus 5x via the fi replacement plan due to my old device having things like sluggishness and poor battery issues. You sent me a new device for the $69 replacement fee, but I am already having the same issues with this device too

Customer 5:14 PM

I have the hardest time texting the keyboard as it is SO SLOW. Today I couldnt even pull up the camera to take a picture

Customer 5:15 PM

and the battery doesn't last any amount of time, and this was a replacement device and when I asked you guys if I had this problem with the replacement you said if I do to write you back, so here I am

Customer 5:15 PM

I have tried all the things you had me do last time

Customer 5:15 PM

but no luck

Sumit K5:16 PM

Thank you for sharing the detailed information & I'm sorry for the inconvenience this has caused. Let me see what best I can do to help you with this.

Sumit K5:17 PM

Customer , do you have case Id for the previous case?

Customer 5:17 PM

I will have to check my email, one moment

Sumit K5:17 PM

Sure, please take your time.

Customer 5:18 PM

[redacted]

Customer 5:18 PM

I believe that is it

Sumit K5:19 PM

Thank you so much for the information & please allow me 2-3 minutes to check the details for you.

Customer 5:19 PM

ok

Sumit K5:19 PM

Thanks.

Sumit K5:25 PM

Thank you for being online.

Customer 5:25 PM

yw

Sumit K5:26 PM

Customer , could you please help me with the IMEI number of the device?

Customer 5:26 PM

one moment

Sumit K5:26 PM

Sure.

Customer 5:27 PM

[redacted]

Sumit K5:28 PM

Thank you for the information & please allow me a moment.

Sumit K5:28 PM

Let me check the details for you.

Sumit K5:30 PM

Thank you for being online.

Sumit K5:33 PM

Customer , I've a fantastic news for you, as you're a valuable customer of Project Fi, we have two options for you.

Sumit K5:34 PM

1st- We can offer you a complete refund of the device, which you've paid while signing up.

Sumit K5:34 PM

2nd- We can replace the device & you don't have to pay anything for the replacement.

Customer 5:35 PM

so both options will happen?

Sumit K5:37 PM

Customer , you've a choice, you can choose either of them.

Customer 5:37 PM

when you say complete refund, how much does that come out to?

Customer 5:38 PM

and for option 2, would you replace it yet again with a nexus 5x, because I want this to not be a problem again

Sumit K5:38 PM

Refund- $249.00

Sumit K5:39 PM

Yes, it will be replaced by Nexus 5x.

Customer 5:40 PM

can I inquiry about a different device instead of the nexus 5x? I have seen numerous reports and problems with this device

Customer 5:40 PM

even with refurbished devices

Sumit K5:41 PM

I'm afraid, it will be replaced by Nexus 5x only.

Customer 5:41 PM

Can you explain these recent reports then? http://www.androidpolice.com/2018/01/21/moto-x4-android-one-now-offered-replacement-faulty-nexus-5x-phones-project-fi-lieu-crappy-53-payout/

Customer 5:42 PM

and all the articles listed here:

Customer 5:42 PM

https://news.google.com/news/story/dD3S2dc6ow8W07MT3xHspLDKWGz7M?hl=en&ned=us&gl=US

Customer 5:42 PM

I just want a device that works and to not have to revisit this issue in 2 months

Customer 5:43 PM

it doesn't have to be the latest and greatest but I feel as though this moto x4 is a good compromise for this problem

Sumit K5:48 PM

Customer , the replacement with Moto X4 was available earlier with Device Protection but now the policy has been changed.

Customer 5:48 PM

I have device protection

Sumit K5:48 PM

Yes, but the policy has been changed as mentioned.

Customer 5:48 PM

this is really disheartening

Sumit K5:49 PM

Not to worry, as of now, I can offer a full refund for Nexus 5X or provide you a replacement with Nexus 5X.

Customer 5:50 PM

I would like the refund option then please. The 5x has driven me to frustration too much

Sumit K5:51 PM

I understand.

Sumit K5:51 PM

Please stay connected.

Sumit K5:51 PM

Let me create a RMA for you with a refund option.

Sumit K5:57 PM

Customer , could you please confirm the shipping address?

Customer 5:59 PM

[redacted]

Sumit K5:59 PM

Thank you.

Sumit K6:02 PM

Thank you for being online.

Sumit K6:02 PM

I've sent you the email, with all the details in it, please go through it.

Sumit K6:05 PM

Not to rush you. Are we still connected?

Customer 6:05 PM

yes let me read it

Sumit K6:05 PM

Sure.

Sumit K6:05 PM

Please take your time.

Customer 6:06 PM

since this is a refurb device, do I need to return the charger and everything? technically a charger did not come with the refurb, and the charge I have had for a long time now has long been replaced.

Customer 6:06 PM

or will the device itself suffice?

Sumit K6:07 PM

Yes, you've to return the old device with the accessories. We will initiate the refund in your original payment method, once we will receive the device in our warehouse.

Customer 6:08 PM

I do not have the original accessories though

Customer 6:08 PM

remember the nexus 5x is like 2 years old

Sumit K6:08 PM

No worries, please send the accessories which you have

Customer 6:09 PM

but I bought the replacement charger myself

Sumit K6:09 PM

Not to worry about it, you will get the refund.

Customer 6:09 PM

ok

Sumit K6:09 PM

Great!

Sumit K6:09 PM

Is there anything else I can help you with today?

Customer 6:13 PM

can I get a transcript emailed to me

Sumit K6:14 PM

Sure, I'll send it in your email after ending the chat.

Customer 6:14 PM

thank you

Sumit K6:14 PM

You’ve been really patient and helpful in addressing this issue, thank you so much.

Sumit K6:14 PM

Is there anything else I can help you with today?

Customer 6:14 PM

no that's all

Customer 6:14 PM

thanks

Sumit K6:14 PM

Thanks for contacting Project Fi chat support. Your chat session is now complete.