Pixel 9a owner claims Google wanted to charge him nearly $300 for non-existent damage

It’s not uncommon to hear about customer support horror stories. However, sometimes there are stories that really stand out from the rest. Like this phone from a Pixel 9a owner who just wanted to fix his eSIM connectivity issues.

according to the ownerHis Pixel 9a was in excellent condition, but he was having trouble downloading and setting up the eSIM. After sending the phone in for warranty-covered repair, the owner says Google messaged them back, wanting to charge $287.44 for damage to the screen, frame, and camera. At the time, it was unclear whether the handset was damaged during transit.

The owner claims they reached out to Google support team to dispute the bill. However, it is said that the support team stopped responding when the owner asked to escalate the issue. Upon refusing to pay the bill, the case closed, and Google informed the owner that their device was being shipped back to them, presumably now with new damage and with the eSIM bug not resolved.

the phone is returned now For the owner, completely free from external damage as claimed by the company. After checking the IMEI, the owner was able to confirm that it is the same device they originally sent. The packaging included a note from the tech giant that said, “No repair was performed on your device because you either declined or did not respond to the change order request sent to you via email.”

The owner says they are filing a formal complaint against Google. “I have filed a formal complaint with my state’s Department of Commerce and Consumer Affairs and the California BBB.”