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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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I do appreciate your response, and I am sorry that I am so frustrated that I have become angry.

But refusing to honor the warranty for no clear reason is not OK.  It is not good customer service, and is not (I believe) legally defensible.  Saying it has been reviewed by a "higher tier service" does not answer the underlying question of why hinge failure is not covered, and saying that you will not allow appeals to that decision is further evidence that you don't actually have any intention of honoring the warranty.

I have asked repeatedly for someone to give me an example of problem that IS covered by the warranty. No one from Google can give me an answer.  Google saying "physical" defects are not covered is akin to saying the warranty covers nothing.  (Metaphysical or spiritual issues may be covered, perhaps?  "Don't be evil" right?)

I am working with a lawyer.  Will let everyone else here know how that goes, so hopefully the next person Google does this to will have an easier go than I have.
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Hello:

Can any of the moderators explain why some of the posts in this thread are being labeled "off topic"?  They seem on topic to me.
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Which posts do you see as off topic? I don't see any of those in this thread.
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Hello,

I have had the exact same problem with my Pixelbook Go. 5 months in and one hinge has completely come off and Google insists that it is "accidental" or "cosmetic" damage. Any day now, the ribbon to the screen is going to come off rendering this $1000 device useless. Google refuses to take any responsibility for this and directed me to a company called UBreakIFix who said that parts for Pixelbook Go are not available anywhere (not even on EBay) and they will have to do a replacement for ~ $600. 

Extremely disappointed that after multiple phone calls and e-mail exchanges, Google refuses to do anything about this.
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Hi Rex Trebat,
 
Thanks for sharing. We hear your frustration and understand the experience you've had. Your feedback is highly appreciated and will help us to improve our ability to serve you better and other users.
 
 
Sincerely,
Roel D
 
 
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My experience is to avoid buying products from Google with this level of customer support. I am glad my feedback is appreciated but I wish you would do something more to stand behind your product.
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Hi,

I had the right hinge break on my Pixelbook Go after owning it for four months. This sounds like a known defect with the product. I was referred to a Google approved repair center. The estimate I was given was $480.00! Extremely disappointed that this wouldn't be a warranty repair.
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i have had my pixelbook go for almost five months, purchased under a different account, have tried to contact you multiple times regarding this. the display also keeps flickering, to the point i have had to prop it up. i would appreciate at least some note of where i can get help, and advise anyone else from purchasing this fragile piece of shit. by the way the right hinge is the issue
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I have a Pixelbook Go and while the hinge is not yet broken, it sticks and clicks loudly each time it is opened or closed, and I feel a failure is now imminent. Does anyone know if the hinge damage can be prevented or otherwise circumvented before it fails? Is there a schematic online that I can look at to maybe take it apart myself? Appreciate the help, thanks all.
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dewguzzlr, file a report with Pixelbook support immediately, BEFORE anything breaks.
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Hinge on my pixelbook go just broke today after 7 months of sitting on my desk, opening and closing maybe once per day on average.  Google support said it was comestic damage after reviewing the photos.  How is a broken hinge that keeps me from using the machine (since the screen just falls down now on its own) cosmetic damage?  I really expected more from Google.  I purchased this machine because i thought build quality would be better than other less expensive options, and I am shocked at Google's product support.
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I have my Pixelbook Go for 3 months and the right hinge broke during normal usage.  The screen stopped working the next day.   I don’t believe this is normal for a  product to fail prematurely like the hinges on google Pixelbook.
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I am going through the same issue. I bought my daughter the Pixelbook in May 2020 during Covid and she needed a laptop to do schooling from home. Its only been stationed on a desk in the basement and she came up a few weeks back and mentioned the hinge came off. Reading through this thread is very discouraging. Not sure why I committed to a Google product. Thought for sure it would be the right way to go.

Now what do I do? Is this hinge repairable even if Google declines under warranty repair? Do I have a $850 paperweight now that's only 6 months old?
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Well I’m in the same boat, like new pixel book hinge snapped on one end when opening. At first I was like did I somehow overextend it but no couldn’t have just opening. Came here while searching warranty coverage, frustrating to see it looks like a common issue and refusal to be resolved. I guess I’ll just have to submit my claim to be denied and watch for a class action I can join, to hold them accountable when the time comes.

Guess I’ll go with those shiny new M1 MacBook Airs instead and avoid not so “high” end google hardware. I think I will switch from their mobile devices while I’m at and just use their cheap assistant speakers for now.
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Our has broken too. It’s only 4 months old. My kid needs it for school, only on the desk with supervision.  I can’t afford another one nor an expensive repair, not sure what to do now.
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I had same issue on my 4 months Pixelbook go.    Google warranty is essentially useless since they blamed this premature failure on the customers.   It would be hard to consider buying other google products given poor customer support I got.
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This is why I am never going to buy any google thing in my life, maybe I’ll buy a chrome book that is cheaper and better then this dumb laptop 0 stars
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I am having the exact problem myself and no one is even able to fix it. I just brought my daughter one because of virtual schooling and the right hinge popped out on hers as well. We only had it for three and a half months. It worked until the ribbon popped. If this is a reoccurring issue google needs to address this.
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You should still go ahead and contact Pixelbook Go support 
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I also am a victim of the broken hinge under warranty. 7 months in. Bought for my daughter for virtual schooling. Was situated on a desk that was only used for schooling. The PixelBook hardly left the desk. Hinge broke randomly after opening one morning. After a back and forth with google support over email and phone, they deemed it physical damage and said to go to ubreakifix. I went to them and they said the whole screen has to be replaced. Over $1000 for the repair. The laptop itself was $879 CAD. 

Ridiculous. Physical damage is one thing, improper build of their product is another. Seeing others in this thread and other sites complaining of this issue, it’s apparent Google has an issue with the build of this laptop and refusing to make amends with their customers. I have a $900 7 month old paperweight. Thanks.

Last Google product I’ll ever buy. Believe me.
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This known defect destroyed my Pixelbook as well. My Pixelbook Go's hinge broke after only 3 months of use. 
I did not drop the device and handled it like an egg. This device was meant to replace a 5 year old HP Chromebook which still works.
Today  when I opened the Pixelbook, the hinge connecting the screen to the base popped out on  one side.
I paid $850 for this device expecting it to last.   I was shocked to see such flimsy construction.  The Hewlett Packard is MUCH more durable, at half the price -5 years ago.  I bought the Pixlebook Go because Wirecutter called it the Best Chromebook.  I will ask Wirecutter to revise their review due to poor construction.
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I bought a Pixel Go Chromebook in Sept 2020 and one of my hinges just broke too.  When you look at the plastic bar that makes up the hinge, it is very small.  I am not surprised so many people have the same incident.  I would not recommend this product the way it is designed right now.  I love the function, long battery life, etc, but with a hinge that is prone to break with no supplies available to repair, this really is too expensive a product to buy.
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My pixelbook broke at the hinge as well. This is what my child uses daily for his school work while supervised. It should not have broken after 5 months of use. His HP that he has had for 3 years has no issues for even scratches. This is ridiculous!
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The Pixelbook Go is NOT marketed as a computer for kids.
 
Other manufacturers sell models for the education market that include kid-resistant features. Normal retail models have a poor survival rate, regardless of the manufacturer.
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It may not be marketed specifically for kids, but it is not marketed as a device you use for 3 months and then throw away, either.
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My child is 11 and very responsible. Chrome books are what they use in school and he wanted a larger screen than the 11” dinky screens they offer. Like I said he has had an HP laptop for over 3 years and has never had an issue. This should be able to be used by anyone when it sits on a desk. And it should not break at the hinge regardless of who uses it. I bought this August 7, 2020 and it is already broken. It is made to travel per its description! So it should handle daily use for less than 4 months without breaking!
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I’ve owned plenty of laptops and notebooks both myself, wife have used over for the last 20 years, and now my kids. Never have we had a hinge separate from the frame without physical damage or specific dropped occurrence. Regardless if this was marketed for kids or not, it’s apparent we have a horrible design element flaw that google is trying to ignore with this model.
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Sorry, I don’t agree with that. We’ve had multiple laptops for years all used by our children and not one of them ever experienced this issue. That’s an excuse.
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Same  issue with my son's pixelbook that is only 9 months old.  Very disappointed to read that google warranty does not cover that issue.  Looking at the hinge, it looks like an issue with the glue use that seems to dry out with time.  Winter in the Northeast is dry.  I see a potential class-action lawsuit if google does not stand behind its hardware.  Any legal advice?
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Anyone with hinge problems should contact Pixelbook Support directly.
 
Unfortunately, no one here can help unless you actually provide Google with the details and pictures. Many of the reports have clearly shown physical damage, such as from the lid being closed on a pen or pencil, or the lid getting pushed back too far, such as by laying it face down on a bed or desk, and then something or someone putting pressure on it. "I fell asleep watching a movie, and when I woke up, the hinge was broken."
 
Don't yell about Google not covering the damage - all we can do here is tell you how to PROPERLY make a claim. FYI, no other computer company covers DAMAGE. If it's a "defect", then Google will cover it, and they have already replaced devices for some users. Unsubstantiated claims like those being posted here, are pointless.
 
So - contact Google. Buy accident insurance BEFORE you have problems.
 
There is nothing more to be done here.
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I did contact Google, submitted a ticket, provided pictures, serial number, and receipt as requested.  Google determined that it was not covered due to wear and tear, damage, or misuse.  So I guess opening the lid a couple times a day for 3 months counts as misuse.  It still technically works, with tape to provide some support, but the ribbons are exposed and will probably fail soon.
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That was a horrible reply Jim, in many ways.

First off, there is a difference between physical damage and quality of build. If you really pay attention to the posts on this thread, you would see most of the claims are users who have broken hinges in such a short life span of the product and claiming they have never dropped the device.

To be going on about us not handling the device properly or assuming we haven’t done our due diligence on reaching out to PixelBook support with pictures and videos is ignorant. There are so many posts here indicating the exact same issue with similar lifespan on the devices. People don’t go on the internet searching for boards because they dropped their device, they go on boards like these and take that time because they have invested into a product that has malfunctioned way before it should have and want answers. This board alone proves this is a build issue. How many others have this same issue that haven’t seen or read this thread? 

Take off your Google glasses just for a second. 
People are not trying to scam Google, we are legitimately frustrated (and rightfully so) purchasing a product of that price to only last a few months when the device by most of us was handled and used correctly and broke down while using the device by its intended means.
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Justin G
 
First of all, you have no direct communication with the Pixelbook team like I do. I have been unhappy about Google's lack of repair options for years, and have discussed that rather candidly with the Google engineers and managers on many occasions. I constantly act as a user advocate to push those issues - no "Google glasses" are worn.
 
I can't change what Google does, or what warranty policies they set. All I can do is try to help users understand how the system works and how to get warranty support. We have also escalated the claims for some users, as noted earlier in this thread.
 
I have, for years, stressed the NECESSITY of buying extended warranty and accident insurance. If someone doesn't want to do that, they really should not buy a Google computer, and they should not complain when something happens.
 
I know details about some of the claims that I cannot share due to privacy restrictions. I can say, as I have already, that most of the claims were clearly user-caused damage and not manufacturing defects. I can also say that there have been very few actual claims of any type to Google, compared to the number of Pixelbook Go units sold.
 
It is rather significant that there are no user photos of the hinge problems posted here. Why? If this is so clearly a manufacturing defect, it would be evident to anyone looking at it. So, neither I nor anyone else, can actually "see" what is being claimed and form their own opinions. But the photos that I have seen clearly show damage to the case or screen that resulted from accident or misuse. I have already described how that type of damage happens.
 
It's sad, but some people lie, and that means companies have to be rather strict about warranty claims. Some people ARE trying to scam Google. That's the world we live in. And those are the facts.
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This is after  three months of use.  Never been dropped.  Am I lying to say that this is manufacture issue?  This is the cause of either poor workmanship or poor quality materials?  Due to COVID the Pixlebook never even left the house or even the desk that it was sitting on.   And thank you very much for calling me a liar.  Comports very well with Google customer service.
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I absolutely did NOT call you a liar.
 
Let's see what other users' hinges look like. If they look similar, then that supports claims of a common defect. 
 
FYI, I have not seen any other photos that looks like yours.
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Sorry.  You did not.  However it struck a nerve,  because that is how Google customer service is treating me.  They will not escalate the issue beyond a canned email response.  If I knew that Google products stood for flimsy quality - I would have purchased a different brand.   I spent significantly more for Google - under the perception of Quality. 
My position is that if you need to purchase an extended warrantee for a normal use product - you should look at another higher quality build. 
And that in the USA a product that fails under normal use will be replaced  - within a reasonable time,  like 3 months for a laptop.  
For Google not to make me whole is a violation of a societal norm of fair business practices.  
Falling significantly short of “Don’t be Evil”
 I have owned Acer,  HP, Lenovo, toshiba & never have I been shocked by a failure of quality like this.
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What is your case ID? Has it been reviewed by a level 3? If not, I will see if it can get reviewed.
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I am not sure what a "Level 3" is.  I do know I spoke with several persons in the Philippines who run the customer service for Google.  They were clearly not interested in considering the possibility of a design or manufacturing flaw, only in telling me that their decision is final.

I am filing a lawsuit against Google for failure to honor their warranty.

It is, TBH, a poor use of my time.  The amount of time and $$$ I will spend on filing it will almost certainly not be worth the settlement I receive.  The lawyer who is helping me thinks Google will likely just pay for the device and have me sign a NDA, as it will be cheaper than fighting it, but I will still be out the legal costs and fees.  Oh well.  Someone needs to stand up to a mega corporation made junk with worthless warranties.
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Here is what ours looks like. I am about to submit a warranty claim. But I posted her when I was looking to see if it was common thing to happen! 

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Sorry Jim - just realized you were likely replying to Mike M 121, not me - your message popped up on my phone, and I thought it was directed to me.

I would be happy to spend you photos, but I sent them all to Google, and Google didn't care.  I just don't see how you would be likely to be able to make them change their minds - Google has outsourced customer service for Pixelbooks to a group in the Philippines, and have seemingly given the folks there a clear directive that hinge problems are all due to "customer misuse."

And, while I appreciate your time, you do come across as very defensive of Google.  I have ZERO interest in "scamming" anyone out of money.  What I want is Google to honor their warranty.  Stating "you should have bought an extended warranty and extra accident insurance" is not a helpful or germane response to a device failing, without any accident, while well within the period of its initial warranty.  And whether or not Google markets their devices to children is irrelevant, considering that a design flaw is a design flaw, and this is happening to adults and children alike. The Pixelbook wasn't marketed as being so fragile that is can't be opened without risking failure , either, but that is apparently true.  My Pixelbook was never dropped or misused, and it rarely left a single desk desk in my household, due to the Covid-19 pandemic.  The simple act of opening the screen seemed to result in the device failing.

I have purchased many Apple products for years prior to this, and will now likely do so exclusively going forward.  Some of Apples policies drive me nuts, and not all their products are great, but I will say this:  their customer service is miles and miles ahead of Google's.  While the "Apple Tax" on their devices is real, I now feel it is worth paying it, to know that they will honor their warranty, not hide behind an outsourced group overseas to duck responsibility.
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Keith Wolter
 
As noted by Roel D in his Sept 14  reply, your case has been reviewed at the highest levels, and warranty coverage was denied.
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Seeing ALL the activity here has rekindled my desire to file a class action suit.  Will let folks know if that happens!
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My case I’d is: 9-6136000031182
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Well according to Mr. Gilbert there is not someone who can handle the request to have this elevated to level 3. And they do not have some that can fix or handle hardware damages! Now I will warn others of this issues and tell them not to buy this product!
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Jamie Bolling
 
Was that from a session with Pixelbook Support?
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Yes it was!
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I had not been following this thread for a while. Our Chromebook completely stopped working one day and this time, Google replaced the product. However, their complete inaction and refusal to do anything about the hinge damage was, as stated before, disappointing. 

The comment about the product not being targeted for kids was completely gratuitous and meaningless. Do you see Asus or other manufacturers specifically say that the Chromebook is for kids? Also, do you assume that an 11 or 12 year old automatically mistreats their devices? It is rather presumptive of you to suggest that.

Anyway, for the record, I  am attaching a picture of the damage to ours from REGULAR usage. Not with a pencil shoved under the screen and forcefully closed. 
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Jamie Bolling
 
What is the case ID for that contact?
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He refused to give a case id or to submit a warranty. If you have an email I can send you the pdf version of the conversation. I am in in the US.
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Jamie Bolling
 
Contact them again and get a case ID. 
 
What country are you in?
 
Also - did you buy the Pixelbook new from an authorized retailer? Details really matter.
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I purchased from Amazon. He told me No from the beginning!
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Hinge broken.  Google support case ID 2-7325000030732.  I don’t know what level this was reviewed at, but warranty claim was denied.  Not really expecting support from Jim, just providing additional support for poor build quality since the hinge broke after 3 months of normal use.  No drops or closing on a pencil or bending the hinge too far, as Jim suggested.
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I own 3 Pixelbook Gos.  All 3 have now had the hinge come apart just as described in previous posts.  The kicker for me is that the first to break was mine.  The other 2 are for my daughters distance learning.  Their were the 2nd and 3rd to break. If this was from some sort of mishandling, theirs would have broken first.

This is clearly either a design issue or a defect in the materials.
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After sending photos and emails, I was told that it is a cosmetic issue.  It is of course not a cosmetic issue as the screen is now not functional.    And you can actually see the glue that seemed to have dried out

Has anybody. filed a complaint to the better business bureau?

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I'm having the same issue .pixel book is 2 weeks old and the hinges broke . This is an issue google needs to honor and take care of
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Broken after 10 months of normal use, confirmed not to be covered by the warranty. Poor quality build on Google’s end given it’s a common occurrence.
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My pixelbook is not working plz check it .
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Here is how I fixed it.  I bought a new one.  Then I placed the "old" one (and by old I mean 4 months) in the box and returned it with the new receipt.  I didn't argue with anyone in the Philippines.  I didn't waste time on the phone.  I simply figured out a way for Google to stand behind their products.  When this hinge goes (which I'm guessing will be in less than six months from other posts), I'll do the same thing.  I paid too much money for a 4 month laptop.
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Hello Keith Wolter,

Did you end up filing the class action suit? I would be very interested in hearing of the outcome.
I think it is really disapointing how google are dealing with this issue that has affected so many of their customers!
I have the exact same problem with the hinge on the right, and am sure the laptop will become completely unusable within the next few days. 

Good luck with it.

Cheers,

Charlie
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Also just had this problem. Hinge has gone on the right-hand side. Pixelbook Go for my daughter. She is very careful with it so this looks more like a design flaw than anything else. 

Quotes for repair look extremely high.
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User 773391131583221148
 
Contact Pixelbook Go support now. Do not do anything else until you discuss the situation with them.
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I bought two Pixelbooks this summer.  One had its hinge break after three months.  I submitted a trouble ticket to no avail, those details are earlier in this thread.  The second one is still fine but is beginning to creak when opening the lid.  I am going to submit a ticket for this one before it breaks.
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I’d suggest everyone resubmit a ticket. I just received my replacement! Told them this is a manufacturer defect not a defect caused by person. It took a month of back and forth emails and phone calls and I elevated it to the highest priority I could.
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We just had the exact same problem with a Pixelbook Go we bought in October. It's been sitting on a desk for normal work use. It hasn't gone anywhere. I life the screen to start work, put it back down after work. Today I noticed the hinge on the right has popped out with no apparent way to pop it back in. Now it doesn't even close correctly - the screen side sits unevenly on the base. What a piece of garbage. I have a Toshiba Chromebook 2 that I bought upon first release that has traveled with me on international trips and never had an issue.  The Pixelbook Go was specifically advertised to be a more rugged Chromebook. Well throw that advertising claim out the window, I guess. 

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Same issue with mine :-/
Waste of money.
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Complaining and ranting won't help you. Follow the directions from Leticia C in the Recommended Answer.
 
Contact Support and open a trouble ticket. Even if you already did in the past.
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How do we open a new trouble ticket?
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Follow the link in the Recommended Answer.
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This happened on my son's Pixelbook after less than a year of use and my daughter's hinges are creaking as well. This is a design issue and I'm guessing this is fairly widespread. I would not recommend this device to others for this reason. I (like many people) have owned many laptops through the years and hinges snapping apart through regular use was not an issue (obviously?). If they covered this in their warranty, they would lose too much money I'm guessing.
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Catlin Converse
 
Have you followed the instructions and actually contacted Pixelbook Go support to discuss the problem?
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Yes google support was contacted. They said it was not a defective..(B.S) ....
I'm changing from pixel products to apple products at least they stand behind what they sell
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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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