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Google has long treated the Indian market like a second-class citizen, and to be fair, it had its reasons. It wasn\u2019t selling nearly as many phones as Samsung, Apple, or even OnePlus. That\u2019s the reason only the A-series Pixels made it to India for years. But things have been changing slowly but surely. Google recently announced an assembly line in India<\/a>, and around mid-2025, it finally launched its own online Google Store here, complete with first-party accessories and trade-in options.<\/p>\n Naturally, I headed straight there to pre-book a Pixel 10<\/a>, trading in my old Pixel 6a that I had lying around. Everything went smoothly at first \u2014 the phone shipped on time, and Google gave me ample time to move my data before the old Pixel was scheduled for pickup.<\/p>\n The only problem? Nobody ever came to pick it up.<\/p>\n Have you ever faced poor customer support from Google?<\/p>\n 69 votes<\/p>\n Yes, and it was a nightmare<\/p>\n 35%<\/p>\n Yes, but it eventually got resolved<\/p>\n 16%<\/p>\n No, my experience was smooth<\/p>\n 20%<\/p>\n Haven\u2019t needed support yet<\/p>\n 29%<\/p>\n Failed to even attempt<\/p>\n Rita El Khoury \/ Android Authority<\/p>\n If there were a physical Google Store, I could\u2019ve simply walked in, traded my Pixel 6a, moved all my data<\/a>, and walked out with my new phone without any drama or delay. But with Google, things are never that straightforward.<\/p>\n A couple of days after my Pixel 10 was delivered, Google\u2019s collection partner, Cashify, scheduled the Pixel 6a\u2019s pickup. Cashify, in turn, had its own pickup partner, but that\u2019s a rant for another day. I got the usual email and SMS confirmations, so I backed up my data, factory-reset the phone, boxed it up, and waited. The pickup date kept getting pushed forward day after day, every day.<\/p>\n My first instinct was to reach out to Cashify directly. They responded quickly with an apologetic message, assuring me that my case was being handled \u201con priority\u201d. That sounded nice and definitely reassuring \u2014 but nothing changed. The pickup dragged on for twenty goddamn days.<\/p>\n Lost in action, Google<\/p>\n Karandeep Singh \/ Android Authority<\/p>\n By the second week, I decided to loop Google into the conversation. They, too, assured me the issue was being handled on priority, no less \u2014 the same template empathy that buys time but solves nothing.<\/p>\n And then came the breaking point. After a few back-and-forth emails, Google Store support blamed me for not handing over the device \u2014 when no one had ever shown up for the pickup. Being accused of negligence after chasing both Google and Cashify almost every single day was a new level of customer disservice.<\/p>\n Google Store support blamed me for not handing over the device \u2014 when no one had ever shown up for the pickup.<\/p>\n At that point, I lost patience and gave up. After chasing them for some twenty days, I raised a fresh pickup request directly with Cashify, and guess what? The phone was picked up within two effing hours! It wasn\u2019t Cashify\u2019s fault. It was Google\u2019s complete lack of coordination.<\/p>\n And just when I thought it was over, things got even funnier.<\/p>\n It\u2019s been nearly two months since this ordeal began in early September, and Google\u2019s support team still emails me, assuring me they\u2019re handling my case \u201con top priority.\u201d And this isn\u2019t the India team, it\u2019s Google\u2019s global support that\u2019s involved. That\u2019s despite my having told their official partner that the issue no longer exists. At this point, I\u2019m just curious to see how far Google\u2019s miscoordination can go. And the answer seems to be limitless \u2014 proof attached above!<\/p>\n Ok Google, define miscoordination<\/p>\n C. Scott Brown \/ Android Authority<\/p>\n If I were to ask Google this question, I\u2019m convinced it would use itself as an example.<\/p>\n The root problem here isn\u2019t just a missed pickup; it\u2019s Google\u2019s lack of communication with its own store and its own partners. When a pickup is scheduled, a shared ticket number should ensure that both sides can track progress and associated issues. But not with Google.<\/p>\n Google had no clue as I ended up fixing the problem myself while still getting blamed for the delays.<\/p>\n The disconnect between its departments was simply baffling. Why involve global support for a local pickup issue? Wouldn\u2019t a local team understand the nuances better \u2014 how logistics work in India, how customers expect accountability, how long they can reasonably wait? I\u2019m certain they\u2019d have understood my situation better, maybe even empathized with me. Adding another layer to an already complicated chain of communication didn\u2019t help anyone.<\/p>\n Instead, even after my ticket was closed with Cashify, Google had no clue the issue was resolved. That\u2019s when I ended up fixing the problem myself while still getting blamed for the delays.<\/p>\n What customer support?<\/p>\n Rita El Khoury \/ Android Authority<\/p>\n Google seems to be going through teething troubles that other brands \u2014 Samsung, Apple, even OnePlus \u2014 ironed out years ago with their local stores. Involving third parties might be necessary early on, but if Google wants to offer a premium and reliable experience when it\u2019s already competing with the likes of Apple<\/a> on price, it needs to either bring these processes in-house or enforce stricter quality control over its partners.<\/p>\n From a customer\u2019s point of view, the experience leaves a bitter aftertaste. Whenever someone now asks me about buying a Pixel, I recount this story \u2014 not to rant, but to warn them. After-sales service isn\u2019t often talked about while making the purchase decision (even though it should be), but it defines the ownership experience, especially when people keep their phones for three or more years<\/a> now.<\/p>\n Whenever someone now asks me about buying a Pixel, I recount this story \u2014 not to rant, but to warn them.<\/p>\n And this isn\u2019t new. Google\u2019s India support has had a shaky history. Until recently, its third-party service partner had only a single service center for an entire country of 1.4 billion people, along with a handful of collection points. That meant your phone would travel to a central hub, and you\u2019d be without it for at least a couple of weeks. Things are improving<\/a>, but not fast enough.<\/p>\n So, here\u2019s my decree, on behalf of every customer who has ever had to chase Google for any kind of pre- or post-purchase support: if I buy a phone from the Google Store, I should never have to chase a partner. It should be on Google to coordinate, communicate, and close the gaps.<\/p>\n There\u2019s a difference between stepping up your game and starting a new one. In India, Google definitely needs to do the latter.<\/p>\n![\"Google](\"https:\/\/www.newsbeep.com\/il\/wp-content\/uploads\/2025\/11\/google-pixel-6a-pixel-buds-pro-3-scaled.jpg\"\/ "\\"google")
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