- Google Pixel returned with physical damage without fixing the issue ^Open

VIDYA RATAN filed this complaint against Google on Oct 20, 2020

I purchased Google Pixel-*a mobile from Flipkart on date  **-**-****. In the month of June ****, I found out that the mobile has a serious hardware fault as described below.
"When shooting video in the dark with LED flash ON, handsets starts heating up fast and in a minute the LED Flash is automatically OFF and a notification is displayed on screen "Device is too hot. Flash has been turned off". This fault makes impossible to shoot video in the dark environment.
I informed Google support team (email: "device-support@google.com") for the same on **-**-****  and requested for the replacement. Google insisted on to repair the issue, and after multiple mail communication I agreed for repair when they had given me following confirmations.
(*) This issue was never reported in any Google Pixel devices.
(*) The issue will be completely resolved after repair, and their repair team will ship device only after stringent quality checks.
(*) If they fail to resolve the issue they will either replace with a new device without issue or provide full refund.

I sent the device on **-**-**** for repair and received repaired handset on **-**-****. Following were my concerns after the repair.
(*) Repair factory took ** days to repair the device even though the promised repair time was * days.
(*) Device was mishandled at repair factory and has deep scratches & dents at the back. To create no confusion, I opened the box in front of the delivery technician and showed him the scratches.
(*) Repair factory failed to resolve the issue. LED flash still goes OFF with overheat warning while shooting video.

Post repair I sent an email regarding my grievances to Google Support team with pictures of damage and the issue. Expecting google team to fulfil their promises, I requested for refund/replacement but they refused completely.
 
Getting no help from google support team, I filed a complaint in the National Consumer Helpline (Ministry of Consumer Affairs, Government of India) on **-**-****. NCH team sent google an email on **-**-****, and two reminders on **-**-**** and **-**-**** respectively. They did not receive any reply from google till date. NCH team has strongly advised me to file a case in the Consumer Court.

After this I contacted google to convey that I am willing to go to court if they do not provide resolution. At this point they again asked me to send the pictures of damage post repair. I sent the images and they matched the inbound and outbound images in repair factory. They confirmed that the damage happened at repair factory. This is beyond comprehension and ethics that their repair team knowingly sends the damaged device.

After all this harassment google is not ready to provide replacement/refund, instead is insisting on to send device again for repair.
The option to send the device again for repair is not acceptable to me and I seek replacement/refund along with damages for the harassment faced.

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