A Google Pixel 9a user has raised concern over the company’s repair process after a routine warranty request reportedly turned into a disputed service charge. According to a Reddit post, the customer had sent the device to Google to fix an eSIM activation issue stating that the phone was otherwise in a good condition.
As per the user, the repair request was initially covered under warranty. However, the company later issued a quote of $287 which is around Rs 27,195, citing the damage to the display, frame and camera modules. The owner reportedly questioned the assessment and attempted to escalate the issue, but alleges that communication from support slowed down after the dispute was raised.
After declining the charges, the repair request reportedly expired and the device was returned without any fixes. Interestingly, the user claims the phone showed no visible signs of the damage mentioned in the repair estimate. A note accompanying the device stated that no action was taken due to non-approval of the revised service request. The user has now filed formal complaints with consumer authorities, seeking resolution.
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“I have transcripts and emails of conversations with support agents who state that there is damage to my phone but they have since stopped replying when I’ve asked to escalate my case or provide proof or images of damage,” the owner wrote on Reddit.
This is not the first time something like this has happened. Previous cases as claimed by Android Authority stated that customers alleged that devices with known defects were flagged for unrelated cosmetic issues, leading to paid repair quotes instead of warranty service.
So far, Google has not made any official statement.