Google Store Newbury Street — Local services in Boston

Major warning to customers

I experienced serious issues with a recent battery replacement at this store, most notably the loss of several years of text messages due to an improper backup. It is essential to note that these issues are squarely the fault of Google, not the employees (who are great).

There is no phone number for this store, meaning that you cannot call them, even if you have an issue. Needless to say, this is a profoundly unethical business practice on the part of Google.

Google is systematically failing to properly communicate with customers regarding battery replacement. As a matter of course, it is sending generic repair appointment emails to Pixel 4a owners that make no mention of 1) the fact that the repair may take hours to overnight or 2) the fact that a factory reset will be required for battery replacement. As a result, customers arrive at the store totally unaware that they may need to go to the store several times to get their battery replaced (including b/c they absolutely need to leave the store and complete a full backup of their data, rather than let a Google tech do this, as explained below).

Google has failed to provide its employees with a robust checklist that will allow them to run a proper, complete backup of the phone. Instead, it is leaving the techs to do their best to cover the bases, and the inevitable result is customer data loss. This is in no way the fault of Google's employees, who are doing their best under unacceptable circumstances.

At a minimum, this checklist must include: Actually checking the backup in Google Drive to make sure that it is complete and up-to-date for the different file types. This step was not taken in my case; a backup was run, but it was incomplete (as would have been evident had it been checked in Drive). As a result, I lost years of SMS messages, including cherished messages from someone who is now deceased.

Backing up audio recordings, screenshots, and anything else not included in a "standard" Google backup. (I am not referring here to data from third-party apps.) I lost many years' worth of audio and screenshots, because I was not informed that these types of data are not included in the backup.

None of this was the fault of the Google techs.

Google urgently needs to fix its communication and backup protocols, which are...

!!AMAZING!!

After many hours wasted talking and chating with Google's remote support, I was encouraged to find there was a Google store not too far away from me in Boston. I can't say as I had high expectations when I walked up to the storefront; but I was greeted courteously and the overall experience ultimately exceeded my expectations. Kevin and Angus on their tech team were beyond helpful! I can't emphasize that enough. When the usual wasn't panning out, they went above and beyond, navigating outside of the box to find a perfect solution for me. They were patient, kind and supremely helpful.

Google, your physical storefront is EXCELLENT, but your online support(less) is absolutely atrocious, useless and labyrinth-like. I feel sorry for your remote service agents, reading from a script and undoubtedly disappointing 95% of those who reach out. You're not providing them the tools needed to provide even the lowest level of customer care. There must be an incalculable collection of unmentionable slurs, anger laced obscenities and profane exclamations melting the brains of these poor folks. You've lost sight of your individual customers; the building blocks of your enormous, but likely dwindling, customer base. While I'm certain my opinion matters very little, I suggest you consider taking a cue from your incredible Boston...

I’ve had a couple experiences with them, if you walk in thinking that it’s an Apple Store equivalent with a genius bar that can help with anything in regards to your phone then you with mistake, in regards to software/hardware and they are very basic cannot deal with the most complicated stuff

My last encounter was because almost new pixel 9 had water inside after a splash, despite marketed as ip68 waterproof, the phone wasn’t turning on, so I brought it to the store thinking they will run a diagnostic to see what’s going on. Maybe a battery that needs to be replaced, and they’re basically said to throw it away. They didn’t even take it inside it. So they basically asked me to throw away my $800 phone, that I bought a few months ago after what appears to be a manufacturing problem, water was not supposed to get inside a phone from a splash. I wasn’t looking for them to pay for anything. All I asked is for someone to see if something can be fixed as the phone was not turning on and I could’ve been just a battery can be replaced, and i can pay for that. Either way, the main problem with Google phones is you end up paying so much, but you don’t get the same service that you get from other companies if something happens to the phone you will likely end up throwing your phone away or taking to a third-party to...