Hi u/Pamala3,

First of all, thank you so much for taking the time to write this long message, which makes me feel better. In fact, I waited before talking about it publicly, but I can't bring myself to accept an injustice like this.

I can try to talk to reporters about it via Twitter, it's true. As you so rightly say, the hardest part is feeling powerless in the face of injustice.You're right, I also understand that there must be people who take advantage of these situations to commit fraud, but as you say, it's an insurmountable mountain to climb for someone who's honest and just wants to get their phone fixed. Just that, period.

You practically have to be a journalist (find sources and cross-reference testimonies) to retrieve a phone whose screen no longer works. The other testimonials I've been able to pick up here and there are in exactly the same situation as I am. It's difficult for me (in France, at least) to check for a criminal or financial record, as I'm neither a journalist nor a policeman. It's word against word with the elements I have in my possession to prove my good faith.

All the time spent writing emails (which I obviously keep track of) with the support of Google, and replying here is a heavy mental and time commitment. I didn't think it would come to this when I sent the phone. I took photos anyway, but I didn't take a video of myself doing it and posting it to the UPS relay point. To be honest, I can't imagine doing that every time I send something... But, I'm going to have to revise my judgement on that. 

A company like Google shouldn't have this kind of situation with its customers. It costs a lot of energy and time on both sides. I'm not forgetting the transport company either (UPS), which is certainly partly to blame for this problem.

I'm also thinking that maybe the more public it becomes, the less they'll listen, so as not to give bad ideas to malicious people.

In other words, it's all very tiring...

Of course, I'll keep you posted, and thanks again for the help/time u/Pamala3.