Hey all,
My Pixel 7 Pro that I purchased from Woot on May 25th, 2024 died last week. I’ve been trying to get help from Customer service (email & phone) and so far, nothing useful.
Google said the 1 Year Warranty has expired, yet it’s not been one year. Google says to honor the warranty, I need an invoice with the IMEI number on it. Nothing from Woot has the IMEI on it.
I’ve asked support to provide this, and their only response has been:
"We’re sorry, but it has been more than 90 days since you purchased the product, which means that the window on our 30-day return policy has closed.
Unfortunately, the manufacturer’s warranty has expired as well. You can still contact the manufacturer to see if there is anything they can do."
This is a shocking response, as the page that shows the Woot sale shows it comes with a 1 year warranty (newer woots for the same phone DO NOT show that, they have a 90 day with Woot).
I’m still awaiting their response to my reply to that email. I was really hoping not to get the run around… I saw someone else in the forums with the same issue, and I’ve also found postings on Reddit and Slickdeals stating the same complaints.
Does anyone have any experience as what to do here? I’m almost certain an out of pocket repair is going to cost as much if not more than the phone cost for a new motherboard. But even UBreakiFix won’t even touch it as it’s not coming up in the google database.
In some cases, people have been able to print the invoice, manually write the IMEI on it, and send that in.
I don’t know if Google would accept that or not.
Um… I’ll poke some people.
(Please note: I don’t work for Woot, I just volunteer to help out here on the forums.)
LOL… I’m not sure about that, that sounds pretty shady to me. I own a lot of Google devices, I don’t need to end up on some kind of s#!t list with them. hahaha
Yeah, Google is being a jerk and decided that Woot is not worthy. reach out to Woot! Customer Service. Let them know that you tried to work with Google.
Please allow 24-48h for them to respond.
Self-Return: Items without Li-Ion batteries can be self-returned within 30 days. Go to your Order Details to get started. The return label will be emailed from UPS.
Browser: Use the Woot! Customer Service form.
Woot! App: Choose Account from the bottom navigation and then Support.
Note: Woot! Customer Service replies go to the email address on your Woot! account, not your Amazon login email if used/different.
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Hey there, thanks for replying!
I have reached out to customer service, they asked for a screenshot of the email from google asking for the IMEI on the invoice, and the response I got was what I put in my message above, saying I was outside of the 30 day return window and I’d have to deal with google on this.
I’m not sure I should start a new conversation, I don’t want to confuse matters more. I replied to their last response last night asking for them to escalate internally and that I was asking for an invoice with the IMEI to satisfy Googles request.
Ok, let me check with CS.
Unfortunately, we don’t record IMEI so that’s not possible. 
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I’m guessing you made progress… I have received a mailing label, but no further information or notes or anything. So, I can only assume I am to send my phone back… I will do that in the morning.
If you were involved, thank you. I appreciate it.
Mark
You should have emails with more info. Check spam folders we end up there pretty often.
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Ok, I got an email later… I have woot set to never go to spam. TY.
I’ve replied back. They wanted to send me a replacement… and considering my experience, and that these phones, while brand new, are not covered in any way by Google, is not optimal, considering one just died 5 months after getting it and your updated listings now show there is no manufacturer warranty, and only covered by Woot for 90 days.
I stated in the email reply that the cost of the device, plus the cost of an ASURION warranty, I could get a brand new, factory covered device from my phone provider for almost the same cost (a little more).
I really appreciate you getting support moving for me and getting them much more responsive. This is huge… thank you. My only concern comes back around to the overall underlying issue that these devices are not covered or recognized by google, even though they are brand spanking new.
I told them if necessary, I’d wait for a check. I just don’t want to go through all this again, and if a device fails, I’d rather just deal with the manufacturer if it happens within their warrantied period.
Ok, I’ll quit rambling on and whining. Thank you again. You’ve been a huge help.
Right after sending my reply, I saw that I missed another email from woot… I wish I’d have seen this one first, because it’s obvious nobody is reading my messages.
Woot is telling me it DOES have a Google Warranty, and telling me (as if I didn’t know) where I can find the IMEI, completely ignoring the fact that I have provided information that Google is being a pain about it and what they want on/in the invoice.
I’m only posting this here because, I think people need to be aware that this is how this support process is going on. Very frustrating.
Yeah, a different rep picked up the ticket. I’ll get with cs.
We can’t reimburse for Asurion. That’s been you and them. The money doesn’t come to us.
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Oh… yeah… no no no, I get that. I meant that as… if I was going to get a new phone from Woot, that specifically said it didn’t have a google warranty, I’d want to get a warranty… but at that additional cost, it doesn’t make it such a bargain when you can get subsidized phones again from some providers.
Oh, ok. As soon as we get the phone back, the refund will be processed.
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You’re awesome! Thank you.
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Sorry to be a pain, not sure who to reach out to you at this point with all the other miscommunications… the phone was delivered Friday, November 18th, but there has been no confirmation, updates or status on the refund. The only thing noted is on the “Return Status” page, it states received.
I’d read elsewhere in the forums someone with a similar return issue as me, had to wait for a check to be cut. But then I found another where they said the refund went back on their card.
Any thoughts/ideas/info/updates?
Let me ping them. Likely a mix up with whether or not a replacement was being sent. It’ll be Monday before I hear back.
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Not sure what magic you work, but got a response from them just now, and they are processing my refund. Thank you so much.
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