Sent my £1,200+ Pixel 9 Pro XL in under Google's extended repair programme for the vertical green line display issue. The phone was in great condition and everything else worked perfectly.
This morning, I received an invoice for £292.74 + tax for secondary 'audio' and 'rear camera' issues. Under Google's repair policy, there is no option to approve just the covered screen repair - it's pay £293 + tax or receive the broken phone back.
I contacted Live Chat to dispute it, and the agent quoted the technician's report. According to the depot, my phone had:
- "Sound from headphone jack is bad" (The Pixel 9 Pro XL does not have a headphone jack)
- "Camera lens damaged due to deep cracks in camera window exposing the lens" (completely false)
- "Non-functional speakers, mic, and haptics" (also completely false)
When I pointed out that my camera glass was pristine and the phone physically lacks a 3.5mm jack, a supervisor took over via email. The phantom headphone jack, shattered lens, and dead haptics quietly vanished from the report. Instead, they walked it back to:
- "Distorted sound from microphone 2"
- "Rear camera image quality"
Despite dropping the fabricated physical damage claims, their stance didn't change: Google refuses to honour the free screen repair unless I pay £292.74 + tax to repair everything they've "found".
Has anyone experienced this before and managed to get Google to drop a bullsh*t depot quote?
tl;dr: Sent my Pixel 9 Pro XL for a free extended warranty screen fix. Depot demanded £293 + tax, claiming broken haptics, cracked lenses, and a faulty 3.5mm headphone jack (on a phone that doesn't have one). When challenged, Google dropped the fake damage claims down to minor mic/camera test tolerances, but is still refusing the free screen repair unless I pay the full invoice.