A less popular phase of supply chain logistics is RMA logistics or reverse logistics where a product is returned for refund, replacement or repair while the product is still covered by warranty. The reverse flow of goods from the customer site to recapture value is provided by specialist logistics including regulated disposal.
While Google is preparing for the release of new Pixel devices including a more cost effective version of Pixel 3, there are still unresolved issues from last year’s Pixel 3 phones. One longstanding issue is the Pixel 3 speakerphone that remains unfixed in spite of several Google updates.
Affected consumers have been reporting the issue since last year. According to users, the Pixel speakerphone is not audible to the receiver and takes several seconds before a call goes through normally. An affected user said that it takes eight to ten seconds to hear the caller on the speakerphone. When they switch off the speakerphone, the call goes normally. Some have reported that their speakerphone has completely stopped working.
Many users are still experiencing the issue in spite of return merchandise authorization (RMA). One user said that on the 3rd RMA hardware exchange of Pixel 3, the problems with the speakerphone and dropped calls have not been resolved.
Aside from RMA, users are trying different tricks like tweaking the setting, factory resetting and more. Nothing has worked even after the April 2019 update. It seems that the issue with the speakerphone is hardware related that is why it cannot be fixed by software updates. The fact that Pixel 3 speakers are working fine with apps like YouTube suggests that it is a hardware problem.
Since it is a hardware issue, Google can address the problem by replacing the faulty units that include Pixel 3 and Pixel 3 XL. However, replacement units are also experiencing the same problems.
Logistics specialists will take care of RMA logistics when goods are returned to the original vendor. Reverse logistics providers work closely with the customers during the process to understand the product and plan ahead for its logistics requirements. The whole process is managed from collection of goods to their reverse flow back to the customer site to recover value when possible.