Google Support

You’re connected with agent Sophie.

6:49 AM

Thanks for contacting Google Support. My name is Sophie.

Sophie · 6:49 AM

Hi Roger.

Sophie · 6:49 AM

In case you need to refer to this chat interaction in the future, please take note of the following ID - 3-3650000032161.

Sophie · 6:49 AM

6:49 AM

I understand that the device is booting in EDL mode.

Sophie · 6:49 AM

thay is correct

6:50 AM

Apologize for the inconvenience caused, please be assured I'll do my best to get this sorted.

Sophie · 6:50 AM

here are some added fyi

6:51 AM

there is a pixel 6 on the way to replace this phone

6:51 AM

2 it needs to turn on for the trade in

6:51 AM

i would like to recover data from the phone before sending back

6:52 AM

I understand, could you please help me with the IMEI number?

Sophie · 6:52 AM

The IMEI can be found in the following different places:
- On the SIM tray and device box.
- Find my device - https://www.google.com/android/find?u=0

Sophie · 6:52 AM

can I find on my Fi account?

6:53 AM

May I know if the device was purchased from Fi?

Sophie · 6:54 AM

not sure if purchased but used

6:55 AM

IMEI: 990012001191920

6:55 AM

Thank you for the IMEI.

Sophie · 6:55 AM

Please allow me 2-5 minutes.

Sophie · 6:55 AM

Thank you for your time.

Sophie · 7:00 AM

Please allow me 2-5 more minutes.

Sophie · 7:00 AM

7:00 AM

Thank you for waiting.

Sophie · 7:05 AM

We have a dedicated team that will help you in this.

Sophie · 7:05 AM

7:05 AM

Please stay connected while I transfer this chat to the dedicated team.

Sophie · 7:05 AM

7:06 AM

we are number 1 in queue.

Sophie · 7:07 AM

You’re connected with agent Rishab.

7:08 AM

Sophie left the chat.

7:08 AM

Thanks for contacting Google Support, my name is Rishab.

Rishab · 7:08 AM

In case you need to refer to this chat interaction in the future, please take note of the following ID 3-3650000032161.

Rishab · 7:08 AM

Let me read your above chat so that I can continue helping you.

Rishab · 7:09 AM

7:09 AM

Thank you for the wait.

Rishab · 7:14 AM

Just to confirm, is you device stuck on recovery mode?

Rishab · 7:15 AM

no I cannot get to recovery mode

7:15 AM

booting in EDL mode.

7:16 AM

Roger, I understand that you are unable to turn on your device anymore.

Rishab · 7:16 AM

Please do not worry, your device will safe and secure with your only, the devices which receive for trade, first we perform factory reset.

Rishab · 7:17 AM

Not to worry, you can send us the trade in device without erasing data on it.

Rishab · 7:17 AM

but i said phone would turn on, which it did

7:18 AM

and I would like to get pictures etc before sending in

7:18 AM

I would like full credit for trade as well

7:19 AM

If your device is getting power ON in any mode, you will still get the estimated credits against the trade in.

Rishab · 7:20 AM

May I know which kind of pictures you are talking about?

Rishab · 7:21 AM

not sure it isn't the phone I use

7:21 AM

I also pay for device protection

7:21 AM

I am sorry for the confusion.

Rishab · 7:22 AM

Please let me know which images you want so that I can help you better.

Rishab · 7:23 AM

After the one issue is fixed, I'll help you with the next issue.

Rishab · 7:23 AM

issue is the phone won't turn on, stuck in EDL mode

7:23 AM

won't go to recovery mode

7:24 AM

if you are saying you cannot fix this then we are wasting our time

7:25 AM

1. Charge the phone for at least 1 minute with the original cable and adapter plugged into a wall outlet.
2. Press and hold the power and volume down buttons.
3. Use the volume buttons to select Power off.
4. Press the power button.
5. To turn the phone back on, after a few moments, press the power button again.

Rishab · 7:26 AM

Please follow the above steps and let me know once done.

Rishab · 7:27 AM

I'll stand by for you.

Rishab · 7:27 AM

7:28 AM

Please take your time.

Rishab · 7:28 AM

nothing happens

7:30 AM

Thanks for trying.

Rishab · 7:31 AM

In this case, the trade in value may vary, it could be different from the value that was promised.

Rishab · 7:32 AM

because of a known issue after a pushed update?

7:33 AM

Yes, that is correct!

Rishab · 7:33 AM

when for 2 years I have paid for device protection and didn't use evn once on 2 phones

7:34 AM

now you can't help when I need

7:34 AM

I got your point and see that the device is covered under protection plan.

Rishab · 7:36 AM

We can file a replacement claim under the device protection.

Rishab · 7:36 AM

sure where does that put me with the replacement phone arriving soon?

7:38 AM

The replacement device should be delivered to you within 1-3 days.

Rishab · 7:40 AM

and the cost?

7:40 AM

You'll be charged a non-refundable deductible on your next Google Fi monthly bill $79.

Rishab · 7:40 AM

that's not right, it's a known issue

7:41 AM

Roger, I understand the things from your prospective, but this how the claim can be filed under the device protection plan.

Rishab · 7:42 AM

Since your device is out of warranty, however, you have device protection plan on it. I can file a replacement claim for you.

Rishab · 7:43 AM

never mind,

7:43 AM

Thanks for understanding.

Rishab · 7:43 AM

do you have an email address to push this higher up the chain?

7:44 AM

Could you please be more specific about it?

Rishab · 7:46 AM

like your boss or a group better familiar with this EDL mode that seems to be running rampant

7:47 AM

We all share the same resources and now we can file a device protection claim for this device.

Rishab · 7:47 AM

For more information about the device protection, you can read this link: https://support.google.com/fi/answer/6309809

Rishab · 7:47 AM

This is only the best we can do for this issue.

Rishab · 7:48 AM

It's been a while since your last response, are you there?

Rishab · 7:50 AM

yes

7:50 AM

Let me know once if you have any other queries about the device protection.

Rishab · 7:50 AM

I want to know what better options there are for a bricked phone caused by a pushed update

7:51 AM

We can file a device protection claim on your device.

Rishab · 7:52 AM

Are you there?

Rishab · 7:57 AM

Just checking, are we connected?

Rishab · 7:57 AM

It looks like you may have left the chat. I'll need to close this chat now, but don't worry, you can always contact us again if you need more help.

Rishab · 7:58 AM

Rishab left the chat.

7:58 AM

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

Rishab · 7:58 AM

The session has ended.

7:58 AM

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