There is a good chance that Google views the complainant as fraud too... And that's why they can't talk clearly about what's going on.
Their records show that first phone as delivered. They think their device has been stolen from them. Then the 'fraudster' tries to get another device sent to them - which is 'returned' under suspicious circumstances.
All the delays might be a police investigation they aren't allowed to talk about.
And finally now the 'fraudster' wants a refund of all moneys paid too! Who are they - they've stolen one phone, tampered with another, and want a full refund to boot!
The timeline is 2 months long... over 1 month between the phone being lost and the new one being returned.
Packages get lost for all kinds of reasons. If you ship things regularly, it happens occasionally. You open a case with Fedex, the driver gets a week to find the package. If he can't, the package is declared lost, and the insurance on the package is paid out.
You're ridiculous if you think Google is calling the police for every lost package. What would they even base a case on? Fedex tracking of a package delivered without a signature? Geez. The cops would just ignore their calls.
nope. Packages delivered without a signature can still be lost and the insurance paid out. How else would they prevent their drivers from stealing packages?
That was my first thought too. It sucks and they're completely in the wrong, but this stone-walling sounds like he has triggered their (completely insane) internal fraud procedure.
Their records show that first phone as delivered. They think their device has been stolen from them. Then the 'fraudster' tries to get another device sent to them - which is 'returned' under suspicious circumstances.
All the delays might be a police investigation they aren't allowed to talk about.
And finally now the 'fraudster' wants a refund of all moneys paid too! Who are they - they've stolen one phone, tampered with another, and want a full refund to boot!