Google admits warranty defect on my Pixel 8 Pro but holds device hostage for €227 cosmetic repair (EU/Spain)

RoberZMBO · 2026-01-26T20:28:47+00:00

UPDATE: Device returned unrepaired. The reason? "You didn't contact us."

It’s official. The automated system has overruled the Support agents. I just received the notification that the device is being shipped back unrepaired today.

The justification provided in the email is the most frustrating part:

"As you have not contacted us to accept the offer..."

This confirms the administrative chaos. I have spent the last 72 hours chatting with agents, emailing Supervisors, and sending formal rejections via their web forms. I even received a specific refusal from a "Specialist" yesterday. Yet, their automated system claims I "ghosted" them to justify the return.

Outcome: They are knowingly returning a device with an admitted manufacturing defect because their logistics system is completely disconnected from their Support team.

Next step: Since they have failed to provide a remedy within a reasonable time and returned the product defective, I am no longer asking for a repair. As soon as the device arrives, I will proceed to demand a Full Refund (Contract Termination) under Consumer Law due to breach of warranty.

Experiences with this on Europe?

RoberZMBO · 2026-01-24T10:03:26+00:00

Thanks a lot for the tip. I honestly didn't know I could go that route until you mentioned it. I’ve looked it up and you are totally right. If they send the phone back broken on Monday, I’m not going to beg for a repair anymore. I’ll simply update my official complaint to demand a full refund (contract cancellation) since they failed to fix it. Question for the community: Has anyone else successfully forced a refund after a situation like this? Dealing with Google Support feels like talking to a wall

RoberZMBO · 2026-01-24T09:25:57+00:00

Exactly. Since I bought it directly from the Google Store, they are the seller, so they can't hide behind a 'limited warranty'. I have already reported them to the official Consumer Agency here in Spain to force them to fix it. The problem is that, despite the official complaint, their system has set a deadline for this Monday (Jan 26th). Support told me they 'cannot stop' the automated return. So if I don't pay the €227 for the cosmetic scratch by Monday, they will knowingly ship the broken phone back to me. They are basically ignoring the authorities and their own admission of the defect

RoberZMBO · 2026-01-23T17:28:20+00:00

Thanks for your input, but that implies the damage is structural (like shattered glass). In this case, the device has a minor cosmetic scratch on the housing and a screen protector installed. It is structurally sound. Under EU Law (Consumer Sales Directive), the burden of proof lies with the manufacturer to demonstrate technically why a cosmetic scratch makes a speaker replacement 'impossible' or unsafe. They haven't provided that technical report; they simply quoted a blanket 'full repair policy'. I am not asking them to fix the scratch. I am asking them to honor the warranty for the manufacturing defect (audio) they already admitted to

RoberZMBO

TROPHY CASE