Sending back a Pixel2 with incidental cracked screen

[iluvkittens]

I have a Google live case on my phone, but the screen cracked a few months ago when it fell out of my purse.
It's worked fine until a couple days ago, when it suddenly stopped charging. Talked to Google support, tried a few things with them, but still not charging so they sent me another (refurbished) Pixel 2. I'm supposed to send the old one back now, but am hearing conflicting info about whether Google will accept it with the cracked screen. Do I need to take it to ubreakifix for a new screen first, or just send back to Google as is?
Thanks!

 

[Almeuit]

It sounds like you did a warranty claim due to it not charging?

If so then they will accept it (most likely) but charge you some amount for it being damaged. Unless was this an insurance claim?

 

[iluvkittens]

Not an insurance claim, sorry for not clarifying that. Yes, my understanding is that it's a warranty claim.

 

[Almeuit]

They will charge you then. You can't return a damaged phone on a warranty claim and get a new one. Otherwise everyone who cracks their phone would just do one.

Not an insurance claim, sorry for not clarifying that. Yes, my understanding is that it's a warranty claim.

 

[iluvkittens]

Makes sense. It just feels silly to repair a screen on a phone broken enough in other ways that Google sent me a new one. I have no idea what Google would charge, so I'd rather just get it at done at ubreakifix. Thanks!

 

[Almeuit]

Makes sense. It just feels silly to repair a screen on a phone broken enough in other ways that Google sent me a new one. I have no idea what Google would charge, so I'd rather just get it at done at ubreakifix. Thanks!

Broken in other ways (like yours) with a manufacturer defect is one thing.. but to crack it other ways is another things. I have no issue and mine is a day 1 Pixel 2 XL.

Having your phone broken you can't expect a replacement as easily as I could with mine without a broken glass piece.

 

[jrodjrxbox]

did you tell them screen was cracked ? when they replaced mine for a faulty speaker they asked me if anything else was wrong with the phone.

 

[andrew_ackley]

I have a Google live case on my phone, but the screen cracked a few months ago when it fell out of my purse.
It's worked fine until a couple days ago, when it suddenly stopped charging. Talked to Google support, tried a few things with them, but still not charging so they sent me another (refurbished) Pixel 2. I'm supposed to send the old one back now, but am hearing conflicting info about whether Google will accept it with the cracked screen. Do I need to take it to ubreakifix for a new screen first, or just send back to Google as is?
Thanks!

I'd like to see how this turns out lol

 

[Itsa_Me_Mario]

This would be a good question to ask them directly. There are two ways it could go. They could bill you for the display repairs or they could deny the warranty claim and bill you for the full price of the phone. The reasoning for the latter would be that it's conceivable that the impact that caused the crack in the display could have also damaged internal components, such as the wires connecting the USB C port to the board.

 

[pkcable]

This would be a good question to ask them directly. There are two ways it could go. They could bill you for the display repairs or they could deny the warranty claim and bill you for the full price of the phone. The reasoning for the latter would be that it's conceivable that the impact that caused the crack in the display could have also damaged internal components, such as the wires connecting the USB C port to the board.

I agree you should call them, and inquire. Be open and honest and hope for the best! But Mario is correct, it's likely to go in one of those 2 ways. Unlikely but possible they will just accept the phone, but I would be surprised if they did.

 

[hallux]

For the record, any place authorized to repair the device and maintain the warranty (the warranty would be void if you have the screen replaced at an unauthorized repair shop) may also be able to repair the charging port so there would be no reason to swap out the phone.

 

[pkcable]

For the record, any place authorized to repair the device and maintain the warranty (the warranty would be void if you have the screen replaced at an unauthorized repair shop) may also be able to repair the charging port so there would be no reason to swap out the phone.

It's also possible/likely that the cost charged to you for the screen repair from Google is higher than the cost at a 3rd party repair shop.

 

[TwitchyPuppy]

It's also possible/likely that the cost charged to you for the screen repair from Google is higher than the cost at a 3rd party repair shop.

Because it’d be an OEM display. Not some cheap Chinese knockoff

 

[Sophos]

I just went through this. I filed a warranty replacement claim for my P2XL for Bluetooth issues and Google made me fix the broken back glass before I sent it in.

 

[pkcable]

Because it’d be an OEM display. Not some cheap Chinese knockoff

This is true!

 

[T0asT2U]

I have to do the same thing. Charging port not holding the cable properly and I have to first send the screen to get repaired for £211(!!) before they will replace it for the charging issue. Ive been with Android since the Nexus 4 and had no issues getting replacement phones before, but the insane cost of a new screen is making me think about going back to Apple. I want a good camera on my phone but there's no way I'm touching a Samsung.

 

[SactoKingsFan]

I have to do the same thing. Charging port not holding the cable properly and I have to first send the screen to get repaired for £211(!!) before they will replace it for the charging issue. Ive been with Android since the Nexus 4 and had no issues getting replacement phones before, but the insane cost of a new screen is making me think about going back to Apple. I want a good camera on my phone but there's no way I'm touching a Samsung.

Does Apple replace the screen at no charge if there's another issue covered under the warranty?

 

[hallux]

Does Apple replace the screen at no charge if there's another issue covered under the warranty?

I agree. I don't understand the logic of dumping a phone brand or OS ecosystem because of a need to repair damage at cost to the device owner.

The bottom line on an issue like this is that the screen comes out of the body in order to do the repair, if the screen is already cracked they can't properly repair the device.

Sometimes people are just looking for an excuse to "jump ship"...

 

[Kizzy Catwoman]

Does Apple replace the screen at no charge if there's another issue covered under the warranty?

Nope. They charge a huge fee for replacing the screen first. When my iphone 4 needed replacing under warranty, my husband broke the screen. They charged £162 for the screen before fixing the phone. This was in 2011 or thereabouts.

 

[Mike Dee]

Nope. They charge a huge fee for replacing the screen first. When my iphone 4 needed replacing under warranty, my husband broke the screen. They charged £162 for the screen before fixing the phone. This was in 2011 or thereabouts.

Yup..... No OEM would replace a phone with a cracked screen. Although I remember a friend of mine got a refurbished phone from Verizon and sent a phone with a cracked screen back. Verizon never complained but they don't do a great job of checking what you send back.