and if it’s not, Google should be ashamed how poorly the program is being run.

I’d exchanged my Nexus 5x phone earlier this year as I’d dropped it and the screen was broken. The replacement 5X showed up in a few days, but I never really spent any time customizing it, and hadn’t even loaded up a few key training apps. When the Pixel 2 was announced I figured I’d upgrade and then set that up with everything. The Pixel 2 had a decent trade-in and I figured as a non-working, semi-retired person that would be good to take advantage of.

The Pixel 2 arrived, and in a separate mailing the trade-in offer. That had the same “promise” that I’d signed up for on the web site, evaluation within 5-days of receiving your phone.

I sent the phone after taking a full set of pictures, and factory resetting it as instructed. It arrived in Atlanta on October 30th.

I waited, and waited, and waited. On November 17th, I called Google on their (855) 836-3987 number and asked what was the delay? The agent I spoke to helpful confirmed that the phone had indeed been received, but that it hadn’t yet been 14-business days and so no payment was due. Also, although my phone had been received on October 30th, it hadn’t reached the dept. that was evaluating the phones until Nov. 2nd. (thats my problem?)

I waited, and waited, still nothing. On  Wednesday 29th I called Google again via their (855) 836-3987 number and had a terse but direct conversation. They owed me the full trade-in value and as a semi-retired person I could no longer afford to wait for the refund. The agent said she’d escalate and call me back. She did, she said they were backlogged and she’d escalate my case #4-3161000019796.

On Friday, I received this in the mail, they’ll evaluate in in another 10-15 days! It won’t affect the estimate I received??

This program is a shambles. I’m happy for Google that the trade-in has been such a success they are running 45-days(at least) behind on evaluations. It’s also not my fault that the 3rd party they’ve contracted with isn’t performing up to their contract.

As a solid google customer, this is my 3rd google phone, I’m a Google Fiber customer, and was considering switching to Google Fi this month. I can’t in good faith.