Google Pixels Buds Gen 2: Google,, GOOGLE! What happened, GOOGLE!?

So I waited patiently for the new Google Buds offering. I purchased them weeks ago and there was a rather long shipping delay. With COVID-19 and all going on, I accept that. But the comedy that ensued when they started geeking out on me was priceless! You may want to give a quick read before you buy them.

I received the Pixel Buds Gen 2 and they came well packaged as all Google products do. I pulled them out, paired them, and played music through them. Everything went flawlessly and they sounded great. I let me my wife listen to them and there was a hint of jealousy in her voice. She wanted a pair.

So all was good, right? Well, no.

I went on a bike ride and the left Bud cut out on me. Went on a walk and the left Bud cut out on me. Went on a motorcycle ride and the left Bud cut out on me. The left Bud KEEPS cutting out on me.

While looking in to it, there seems to be an obvious issue with streaming to the left Bud. A quick search regarding this problem and my fears were realized:

There are systemic problems with audio cutting in and out on the left Bud!

https://support.google.com/googlepixelbuds/thread/43794726?hl=en

What constitutes systemic issues? There are at present (6/7/20) over 246 people on Google’s forum experiencing the same problem. This isn’t an isolated issue.

It normally happens when I turn my head right. -Enter shruggie here-

OK, so there is a problem. Now what?

I can not just “live” with this issue and I encourage anyone reading this to not just “live” with these types of issues. We all spent money on these and have an expectation of them working under normal circumstances. Turning your head left and right and them continuing to operate are absolutely normal circumstances, so let’s contact Google.

I contacted Google Support to see if there is a fix and submit a warranty claim if everything fails. I contacted Google’s chat-a-ma-bob on their support site and was greeted by “Marvin”. Marvin asked me a common/expected questions about the firmware of the devices to make sure I had the right software. After his series of questions, Marvin replied “All good!”.

This sounds encouraging but let’s unpack this a bit. Have you ever knew something was wrong with you, you felt horrible, and something was clearly wrong with you? So you decide to go in to the doctor’s office and your doctor replies “all good”. They can’t find anything and prescribe you Ibuprofen? <— That is what happened.

Back to Marvin. He replies “All Good!” Obviously I didn’t feel it was all good, however I’m confident by his tone that he was going to get this sorted, as Google always does in my experience.

Marvin: “Try to turn off in-ear detection”.

Hmm, OK- I thought. Maybe their sensor was playing havoc and it’s not a “streaming” issue, perse.

Marvin: “Let me know how it goes”.

I turned it off and said: “It’s working from here”.

Marvin: “Cool! I have documented everything. If the issue persists, chat with us anytime.”

Me: “Not sure I’d expect it to drop out from here though. I’d need to go on a run, walk etc. Are they expected to work properly while running?”

Marvin: “Yes, it should. Is there anything else I can help you with?”

Whut? Lol. Marvin,, come on MARVIN! Help me out MARVIN! Don’t push me off! He asked me to disable in-ear detection and led me to believe that simply disabling it fixed the issue. This was quite funny to me, if I’m honest.

I don’t wish anything bad on anyone or any company. Google clearly has an issue here and I can’t imagine the monetary loss here if there is indeed a systemic issue and a recall is needed. Jeesh..

As I’m typing this, the audio is still cutting out on me with in-ear detection on. It doesn’t seem to do it with it off, but I’ll edit this if it does.

So what do you all think? Is Google’s request to disable a feature an adequate “fix”? I’m inclined to say no, but I’m an idiot.

Edit: Even with in-ear detection off it’s happening. I received a lemon. I’ll update after I get them replaced. *sad face*

Whole conversation for context. I’m “M”:

Google Support
Marvin
12:58 PM
Thanks for contacting us! My name is Marvin. I’m happy to answer any questions you have about Google Pixel Buds.
Marvin
12:58 PM
Hi!
Marvin
12:58 PM
I see you’re having some trouble with your Google Pixel Buds, audio keeps cutting out in left Bud.
M
12:58 PM
Hi. Yes. Using them wiht a Pixel 2 XL
Marvin
12:59 PM
Is this the 2nd gen Pixel Buds?
M
12:59 PM
Yes
M
12:59 PM
Firmware Left 295, Right 296, Case 295
Marvin
12:59 PM
That doesn’t sound like that’s working properly. Let’s look into this for you.
M
12:59 PM
oops
M
12:59 PM
295,, for all sorry not 206
M
12:59 PM
blah
Marvin
1:00 PM
Okay.
Marvin
1:00 PM
Where did you purchase your Pixel Buds?
M
1:00 PM
Google store
M
1:00 PM
Online
Marvin
1:00 PM
Is this the same email you used in Google Store? mleong.civility@gmail.com
M
1:00 PM
Yes
M
1:01 PM
Order: GS.3662-9497-7682
Marvin
1:01 PM
Thanks.
Marvin
1:01 PM
Let’s make sure your phone has updated software.
Marvin
1:01 PM
What is the Google App version?
M
1:02 PM
Which app, Google Buds?
Marvin
1:03 PM
Please open the Google App. The one with the G logo.
Marvin
1:03 PM
Tap more, then select settings>about.
M
1:03 PM
11.11.10.21.arm64
Marvin
1:03 PM
Good.
Marvin
1:04 PM
What is the Google Play Services version?
M
1:04 PM
How would I find that?
Marvin
1:04 PM
Go to your phone’s Settings >Apps>Google Play Services.
M
1:06 PM
20.18.17 (120400-311416286)
Marvin
1:06 PM
All good!
Marvin
1:08 PM
Did the Pixel Buds disconnect from the Bluetooth or did just the audio dropped out?
M
1:08 PM
Audio keeps dropping out, particularly when I move my head to the right
M
1:08 PM
Seems to only affect the left one, potentiall only when I move my head right
M
1:09 PM
I keep my phone in my left posket normally
M
1:09 PM
pocket**
M
1:10 PM
I still had problems when I move it to my right pocket btw.
Marvin
1:11 PM
Try to turn off in-ear detection.
Marvin
1:12 PM
Let me know how it goes.
M
1:13 PM
Turned it off
Marvin
1:13 PM
Okay.
Marvin
1:13 PM
Please test.
M
1:14 PM
It’s working OK from here.
Marvin
1:14 PM
Cool!
Marvin
1:14 PM
I have documented everything.
Marvin
1:15 PM
If the issue persists, chat with us anytime.
M
1:15 PM
Not sure I’d expect it to drop out from here though
M
1:15 PM
I’d need to go on a run, walk etc
Marvin
1:15 PM
For your reference, this is your case id 1-************.
M
1:15 PM
Are they expected to work properly while running?
Marvin
1:16 PM
Yes, it should.
Marvin
1:17 PM
Is there anything else I can help you with?
M
1:17 PM
OK, I’ll try again, but at this point I don’t have confidence in this product.
M
1:17 PM
No, thank you.
Marvin
1:17 PM
Stay safe and healthy!
M
1:17 PM
You too.
Marvin
1:17 PM
There’s a short survey coming up and we’d love to hear your feedback about our chat interaction today.
Thanks for contacting Google Support. Have a nice day!
Marvin
1:17 PM
Let us know how we did: https://support.google.com/googlepixelbuds/contact/pixelbuds_chat_survey?ctx=chat&case=AG_wobH5EaL-eGyd9XimGtfmcnuahMHRUiDXWIv838NKbM=.
Marvin ended the chat