[Updated] Google fixes trade-in issues related to first gen Pixels

Update (December 06):

Google recently posted more information on how those still complaining of poor trade-in process can contact the support team.

Concerned links: Pixel Help Center | Terms and Conditions | Google Store

Original story below:

Back in October, Google came up with trade-in offer for Pixel owners planning to upgrade their devices. The program basically offered money back on first gen Pixel devices (Pixel/PixelXL) for users to invest the same towards buying a new Pixel 2 phone.

But soon after the program came into action, users started reporting problems like trade-in offer value reduced due to Pixel not being factory reset or misclassified as other devices, and others like delays in trade-in process.

To give those affected a better insight on how the trade-in process actually works, Google employee Orrin posted on the official Pixel user community this morning, and said

We launched our Trade In program to make it easier for customers to get money back on their old devices so they can put it towards a new phone. Once we receive a device, we check the condition of the phone against the information provided by the customer and the vast majority of customers receive their original estimate. We are always looking at ways to improve the program and if anyone is unhappy with their offer, they should contact us.

He also added that the trade-in problems related to factory reset, and device misclassification, have not only been identified but fixed too.

We have identified and fixed the issue related to Pixels not being found to be factory reset and/or misclassified as another device

We are hoping that the company will now offer a better experience to Pixel owners planning to upgrade. In case the aforementioned impacted you, Google now suggests you to contact the customer support.

Pixel User Community | XDA