So I broke my camera glass on my Pixel 5 a few months ago and haven't had the time to look into it, until it started affecting taking pics (glares and blooming) and seeing condensation form. Inquired online as to what my options were and the physical Google store was mentioned. So as I am in Hudson County, NJ, decided to take it into the store when I was in Manhattan to see about repairs.

First day I inquired, was told it would cost $148 as the damage wasn't covered under the warranty. That sucks, but OK. Came back this past Sunday and dropped off the phone after backing everything up and wiping it. Was told it would be done Monday AM and no more than 2 hours, tops. Sounded good to me. Agent at the CS desk scanned the IMEI on the phone and opened the case. When I received the receipt, found a quote for $0 and notations stating it was a Pixel 4a. I immediately spoke up on cost and error and he brushed it off saying the IMEI is correctly showing a Pixel 5 and when they'll examine the phone, the techs will make note of it as it's part of the process. So I left.

Checking email, see that I got the receipt with everything on what I was given and RMA # and that I would be contacted. So next AM, I receive another email stating that they examined the phone that I need to confirm the changes to the repair request before they could proceed. This time I see the original quoted amount and a link for approval. Well this is where things go downhill.

Click on the link and 404 error page. Come to find out that the physical, brick & mortar store, doesn't even have a phone # to call. Only way to get help is via online support. Which I engaged and has been absolutely terrible. As a person who tries, tries really hard to be optimistic in this world going to hell, I thought that Google's support would be better than my own job's IT department. Shame on me. I've had to repeat myself so many times on the same things, and to date, their latest response has been to try the email link in Incognito mode. Incognito mode?! Just wow.

Now you my be asking, why not just go back to store, you did go there just this past Sunday. If I could I would, but getting there hasn't been easy with life and work the last few days. Company split, moving and life. Ultimately, I will need to go there physically and just deal with this. Because as it stands, this online support is horrendous and absolutely shameful. I hope to get to the store in the next few days and really hope nothing else goes wrong.

And why post this? *shrug* So that someone else can enjoy my frustration. Because Google shouldn't be the only enjoying it.

LATEST:

I was able to get into the store yesterday, despite the flooding in the area and transportation delays because of Ida. Engaged a tech at the service counter with "I'm here about my phone the store is keeping hostage." Informed him of the issue and that I wanted this case resolved today as I was willing to accept the changes to the case despite the 404 link error. And that if the phone couldn't be fixed in the next hour or 2, based on their original estimations, then I just wanted to cancel and take my phone. He engaged a manager who went up to the repair area to find out my phone. A few mins later, a sales associate came over and proceeded to ask the service counter tech for more info on the case, relaying this to the manager via radio. Here I thought, OK we're getting somewhere, like verifying phone model and IMEI, but then the sales associate asked where the phone was. My stomach dropped and anger rose but I kept my cool and said the phone has been with your techs since Sunday. The sales associate just blinked and then relayed what I said to the manager and walked away from the service counter.

Service counter tech looked at me and apologized for the delay as he could see I was not any happier. Several mins later another manager came over and was updated on the situation and stated he'd look into it once I agreed to the case changes on their store POS. At that point, was told to wait patiently and that it would be handled quickly.

So I took a seat and proceeded to watch some YT. A few mins later, the second manager comes over and asks do I have the phone. I calmly told him that the phone was in their possession since Sunday afternoon and that I couldn't possibly have it. Did they loose my phone? He did not respond but got back on his radio and walked away. Several mins later, he returns asking for the sales receipt I was given when I dropped off the phone, which I provided. He walked away and into a side room only to come out less than 1 min later, at which time he waves me over to the service counter.

With him he has a wooden tray with a phone in it, which turned out to be mine. As per the manager, the phone's camera glass was repaired, as well as the battery, FPS and USB-C port. Aside from being told that my phone had been repaired before I agreed to them, I was confused as to why additional components were replaced. Manager informed me that the other components did not pass QA checks and therefore were replaced at not additional cost. So I was only to be charged $148 as per the amended agreement, however, as this was a difficult experience for me, he was waving the charges. I was happy about that but that happiness lasted less than 2 mins, because when I turned on the phone, there was a black spot just millimeters away from the camera. The manager was surprised and called over a tech, who took a look at it and said it was the proximity sensor just warming up. I think I may have gone blind for a few secs when he said that from my eyes rolling back so hard. The manager even gave him a questioning look and proceeded to run through the phone's initial setup to see if the black spot would resolve itself. Spoiler, it did not. So tech took the phone and stated he would replace the screen and should be no more than 20 mins. So I sat down and waited and eventually the manager came back and handed me the phone. Asked me to examine it and let him know if there were any concerns, which there wasn't from my checks. He further stated that if there were any further concerns with the phone, to come back and ask for him, and he'd take of me. So I thanked him and headed home.

So ends my Google Store repair experience. Some thoughts. While I asked, I never got an answer as to why the phone had been repaired before I agreed to the changes. After all, if all the mentioned components were replaced and tested, it would have taken longer than I had waited last evening. At least I assume so as I am no phone tech. Did online Google support intervene? The other niggling part is that the repair case with the store still shows that the phone is being repaired and not ready for pickup. I replied to customer support case that I have my phone and to close the case, so hopefully that gets handled. But I still have not received a reply on the support case since 3 PM EDT, before my visit to the store. Ultimately, I'm grateful that I have my phone back and that I didn't need to pay anything. But was it worth the nerves that died or the more gray hairs? Not sure on that. Still this experience was definitely something for the books IMO.

Thanks for reading.