TECH NEWS – The automated diagnostics cost the owner a pretty penny, and the problem itself is highly questionable.

A Pixel 9 Pro owner had a terrible experience when they sent their device in for repair under a routine warranty claim due to a well-documented hardware defect that caused vertical green lines to appear on the display. This issue is explicitly covered by Google’s manufacturer warranty and is listed in the company’s extended repair program. However, due to an error in the automated repair diagnostics, the problem was misidentified. Consequently, the owner was charged $489.41 to proceed with the repair. However, Google refuses to return the device until the debt is settled, meaning the device is currently in the company’s possession without the owner’s permission.

Google Pixel 9 Pro held hostage over incorrect automated repair diagnostic ($489.41 charge). Escalated to BBB and FTC.
byu/Ok_Study_592 inGooglePixel

A Reddit post claimed that the user’s Pixel 9 Pro was in pristine condition with no water damage except for a display malfunction. Rather than subjecting the smartphone to the standard replacement procedure, Google’s customer service diagnosed the device as experiencing a phone call issue, which was unrelated to the vertical green lines. Despite contacting customer service, who claimed they would resolve the issue within 48 hours, the owner says he has not received an update on the situation. His Pixel 9 Pro remains in Google’s possession due to a faulty diagnostic run.

Ok_Study_592 says he has no choice but to take his issue to the BBB (Better Business Bureau) and the FTC because he doesn’t want to pay nearly $500. As part of this course of action, he says he will send a final demand to Google’s customer service, including both case numbers, in the hope of getting his undamaged device back, ideally without the green lines.

Google continues to lag behind Samsung and Apple in the U.S. smartphone market because the company equips its Pixel smartphones with underperforming Tensor chips. Even in warranty cases where users should clearly receive a replacement, customers still face a great deal of hassle, which ultimately prevents them from entering the Google ecosystem.

Source: WCCFTech