Issue with warranty repair pixel 4a

honda boi · 22-05-2024 1:09pm #1

Hi all,
Partners pixel 4a had an issue with the phone not charging. Filled out the form online and said it was covered under warranty. Happy days I thought.
Partner sent her pixel 4a.
2 days later I get an email saying they can't fix the phone as there is damage to outer frame. Stating I must pay for them to fix this and they will fix the battery issue aswell.
They said they can not fix the battery issue as the phone basically must be perfect for them.

This is the damage in the pic below that is the reason they can't fix the battery issue under warranty.
This is the first time ever using a phone companies warranty so I'm not sure if this is how this goes.

Redlim · 24-05-2024 7:39am

They gave me the runaround last year with a warranty repair also. Phone wouldn't turn on so I sent it back to them. They then claimed the repair wouldn't be covered by warranty due to supposed existing damage to the body.

However, I knew my phone was in perfect condition with no scuff marks as I had it in a decent cover, so I strongly contested it. They then asked me for evidence that there was no damage - which I obviously couldn't provide as they had my bloody phone!! Lesson learned to take photos in future. For some crazy reason they couldn't recheck it themselves at their own repair centre so they decided they needed to post it back to me..… so that I could take photos of the phone to prove it was in perfect condition before posting it back to them again - absolute madness!

Eventually got it sorted and they replaced it with a like-new refurb. Support were good to deal with apart from the initial misdiagnosis and the mess of shipping the phone back and forth.

In my case the phone wouldn't power on so it's understandable that they check the external phone condition as dropping it could potentially damage the internal components. Do you know if your issue is the charging port or potentially something internal? Might be tricky if it's internal, even though the damage is absolutely tiny. Definitely worth contesting either way.

honda boi · 24-05-2024 8:41am

https://www.boards.ie/discussion/comment/122176518#Comment_122176518

yep that is exactly what they said, was damage to the body. Phone always had a case on it.

The issue was it was difficult to actually get it to charge. 99% of the time it wouldn't charge, so i was assuming it was the charging port.

Been emailing them but I'm getting no where with them. absolute joke really.

Didn't expect a company like Google to be like this

Redlim · 24-05-2024 8:58am

Yeah I was very surprised that Google would be so poor initially. Only when I proved there was no damage would they accept it should be covered under warranty.

Minimal wear and tear should absolutely be acceptable, which yours appears to be.

Is there any possibility the charge port is just clogged with fluff or dirt? That seems to be quite a common cause of charging issues. A telltale sign is that the charging cable doesn't sit snuggly in the port anymore. Just need to delicately clean out the port. The fluff can get quite compacted in there though.

honda boi · 24-05-2024 12:13pm

yeah they are nitpicking with this, normal wear and tear is all there is on the phone.

ye i cleaned out the port when i noticed it happening, and the cable sits snug in the port but still doesnt want to charge.

They still have the phone.

Good to know im not the only one that had this s**t with them.

But if the slight mark on the phone stops a warranty job then the warranty is useless to me i think!!

honda boi · 06-06-2024 10:44am

Bit of an update here.

So they sent me back my "broken" phone.

But when the package arrived, the phone was nicely wrapped and had a leaflet stating warranty work.

Low and behold I plugged the phone in and now it is charging.

So after them saying they won't fix it, they fixed it or sent out a replacement.

Bit of a headache but got the phone back working 100% now.

Issue with warranty repair pixel 4a

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