- Denial of warrantee by Google Pixel ^Open

Brayan Lobo filed this complaint against Google on Aug 24, 2024

Resolution Demanded:
Apology
Refund
Damages

The issue reported by me for a vertical line extending from bottom to top on my Google Pixel * phone screen / display.

In this regard, I have submitted my phone for resolution of the issue with F* Info Solutions & Services Private Limited, Dadar, Mumbai on ** June ****.

I have communicated through emails multiple times that the product is under warranty and also covered under 'Extended Repair Program' announced by the Google Support Team over the Google Pixel Help website. I have been following up for the repair/ replacement/ refund of my product but the same is not given due attention by the F* Info Solutions and Services Limited being the Authorised Pixel Support Center in India.

I have received an email communication for this matter stating that there are scratches found on the screen, and thus the vertical line issue will not be considered under warranty. Further, without even communicating anything with me, on the basis of the reason that the phone had scratches on the screen, the job sheet was closed by the support team without any actual resolution for the issue raised.

Also, after constant follow ups with the customer care team, I was informed that the ticket was closed by the support team stating that 'the phone's motherboard is not working'. However, this information was not communicated to me by any means i.e by calls or by emails.

I would like to highlight that my phone was in a good working condition when the phone was handed over to the collection centre F* Info Solutions & Services Limited. Further, before submitting the phone the entire data was backed-up on Google One.

Therefore, it is evident that the phone was in a perfect working condition when it was handed to the collection centre and that any issues relating to the motherboard and scratches which are now getting highlighted has happened only after the phone was taken under the custody of F* Info Solutions & Services Limited.

I have been trying to get this issue resolved but I have clearly not received any support from Google support team incharge of the matter and rather received email to collect my device without any repair. Also, the matter is now pending for nearly two month without any proper resolution.

Since the phone has not been working for two months, I have been facing issue with respect of communication but also being in consulting industry, my job demands high end phone for work purposes. This issue has caused hardship in both personal and professional level.

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