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My PixelbookGo's hinge broke after less than 3 months of use. Why won't Google honor the warranty? 5 Recommended Answers 106 Replies 35 Upvotes
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I purchased a Pixelbook Go this summer, and received it on June 4th.  I was very happy with it up until this incident; due to the pandemic, it has hardly left my desk.  On August 27th, when I opened the Pixelbook, the hinge connecting the screen to the base popped out on one side.  I did not drop the device or mistreat it.  I just went to open the screen with the device on my desk, and the hinge on the right side popped out.  I could not get it to pop back in.  The screen continued to work at first, but now has stopped working altogether.

I've spoken via chat, email and eventually phone with Pixelbook support (who are apparently located in the Philippines).  They requested pictures, which I sent them.  However, they wrote back stating that this issue is not covered by the warranty.  They will not give me a clear indication as to WHY,  typically resending the warranty language in full in response to my questions.  At first, they said "normal wear and tear" is not covered, but I pointed out that "normal wear and tear" would not make the device unusable.  They then said "misuse" is not covered, but cannot explain how I misused the device.  They also say that their decision is "final and cannot be appealed," but they refuse to explain their decision.

I am really, really frustrated by Google service here.  This is now an $850 paperweight, which I have owned for less than 3 months.  

Anyone have advice as to how to get Google to do the right thing here, and honor their warranty?  I've come across lots of folks with similar issues with the PbG hinge, and Google's position seems to be to ignore the problem.  I can go the route of hiring a lawyer, but I'd rather not go down that road unless forced...
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Hi Keith Wolter,
 
Thanks for reaching out regarding this matter, and I’m sorry to hear you’ve had this experience. Your case has been already escalated with our higher tier of support. However, the replacement was declined due to our Warranty Policy does not cover physical, accidental and cosmetic damages. We apologize for the inconvenience this may have caused you.
 
@John Bowdre: Appreciate the help on this thread.
 
 
Sincerely,
Roel D
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To Mr Bowdre, and to anyone else reading this:

Here is (what I feel is) the relevant section of the Warranty for the Pixelbook Go (bold emphasis mine):

This Limited Warranty applies if you are a consumer and you purchased your device in the USA or Canada.
Google warrants that your device and its included accessories will be free from defects in materials and workmanship under normal use in accordance with Google’s product documentation for one year from the date of original retail purchase in its original packaging by you. 

Opening the device is clearly part of normal use.  The failure of the hinge connecting the screen in the first 3 months of ownership is, I believe, a condition that should be covered by the warranty.

I appears my only recourse will be through the court system.

I do thank you Mr. Bowdre for attempting to help.  It is a shame that Google treats customers so poorly.
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Hi Keith Wolter,
 
I'm a community specialist for Pixelbook Go and I understand where you're coming from. The information that we've given you is a response from the support team who reviewed your case based on the Pixelbook Go Warranty Policy.
 
We appreciate you for raising this concern and we'll take this as a feedback. 

 
Thanks,
Roel D
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Ah, but I guess that is where you and I differ, Joe:

From where I sit, this butcher had sold me a rotten sausage.  Now, after much back and forth, they have given me a replacement sausage, but seem confused as to what exactly is in this sausage, and even whether it is a new sausage, or one that someone else took a bite out of, then returned.  Not exactly reassuring.  Would you eat it?

To grind this metaphor down to paste:  I have long since given up on this butcher.  I went to an older, more established deli across town instead.  Sure, they charge a little more for their meat, but it isn't rotten, and if it were, they would replace it promptly.  They know what's in their sausage; they tell you, the customer, what is in their sausage.  A man's gotta eat - can't wait forever to get a meal!

Still, I've just gotten this sausage from the first butcher.  I don't want to just throw it out.  I'm thinking I will just bring it to a friend's barbecue, or maybe sell it on the street corner.  But, being an ethical person, I want to know what's in it before I sell it to someone, or give it away.  I would feel bad if they got sick from rotten meat, the way I did.  I couldn't eat for weeks after that!
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