https://imgur.com/a/0TSxVtr Video taken RIGHT BEFORE shipping the device to Google. As you can see, the phone is in pristine condition.
Hi everyone, I need advice or help from a Google Community Manager.
My Pixel 8 developed the well-known "pink line" issue. I sent it to the Google repair center in Europe (Poland/Germany). Before shipping, I took detailed photos and videos showing the screen was physically perfect — no cracks, no scratches.
Now, the repair center claims there is a "physical crack" and demands payment. They refuse to show me photos of the alleged damage or provide an inspection report. Today is the payment deadline, and they are threatening to send it back unrepaired.
I have undeniable video proof that the device was intact when I handed it over for shipping (using Google's label). Case number: 3-6617000040806.
Has anyone faced this? How can I get a real human from Google to actually look at my evidence instead of sending scripted denials?
UPDATE: Google just sent me an automated email stating that they are shipping my device back unrepaired because the payment deadline has passed. They completely ignored my request for a supervisor escalation and my video/photo evidence. I am now waiting for the return shipment and will be filming the unboxing as further proof. I have also officially filed a complaint with the German Consumer Protection Agency (Verbraucherzentrale NRW).