Using the charger not provided by google voids your warranty of your pixel. Why don't they warn?

dorlow · Jun 27, 2021

Here's my chat with google support. My phone overheats when outside and record videos when it's sunny outside. Also, you don't have a warranty on your pixel unless you buy two smart phones so you can take a picture of your phone having an issue.

Support

You&#8217;re connected with agent Nora S.

12:57 PM

Hello

12:57 PM

N

Hey David.

Thanks for contacting Google Support. My name is Nora S. In case you need to refer to this chat interaction in the future, please take note of the following ID 7-0660000031596.

I understand your device overheats.

Nora S &#183; 12:57 PM

It only overheats if I have it in the case and try to record videos while it's hot outside

So, I cant use a case with the phone, so it I drop it, I'll break it

12:58 PM

N

I'd like to transfer you to a specialist for a closer look. Before I do this, do you mind if I ask you a few questions to help me better understand your situation?

Nora S &#183; 12:58 PM

Ok

12:58 PM

N

Thanks.

I would need the front and back side images of the device, I am sending you an email here please send me the images attached to my email.

Nora S &#183; 12:59 PM

Not sure why you would needf that

1:00 PM

N

Email sent!

Nora S &#183; 1:00 PM

It's a pixel 4

Pixel 5

You can go on google images and search what a pixel 5 looks like

It looks brand new

1:00 PM

N

I understand but I still need to images to get you connected with the specialist.

Nora S &#183; 1:01 PM

That's rediculus

Why?

1:01 PM

N

Because specialist would need the images.

Nora S &#183; 1:01 PM

Ok... I don't have a second phone to take a picture of my pixel

1:02 PM

N

Okay.

Help me with the IMEI of the device?

You can find the IMEI number by the following methods:
1. Settings&gt; About phone&gt; MEID&gt; IMEI information.
2. Dial *#06#
3. Check the SIM card tray.
4. Check the device box

Nora S &#183; 1:02 PM

355

1:03 PM

N

May I know, from where have you purchased the device? ( Country and Store )

Nora S &#183; 1:03 PM

USA from verizon

1:04 PM

N

The IMEI is incorrect please help me with the correct IMEI

Nora S &#183; 1:04 PM

35

1:05 PM

N

May I know if you are using original charger which came with the device?

Nora S &#183; 1:05 PM

No... But why would that matter? I don't have it plugged in when I'm outside recording

1:05 PM

N

It matters as the using different chargers can cause issue like the one you are having.

Nora S &#183; 1:06 PM

Ok, so you're saying using a charger not included with the phone perminantly destroys the phone?

Why isn't there a warning label on the phone?

1:07 PM

N

Yes

Nora S &#183; 1:07 PM

I used to have a phone that gave a warning when I didn't use the correct charget

This one doesn't do that.

So, why isn't there a warning?

1:08 PM

N

I cant comment on other devices however using the original charger with the device is mandate. That is the reason we provide charger with the device.

Not all chargers deliver the same amount of power

Please note that environmental conditions can affect the phone.

Nora S &#183; 1:09 PM

Ok, so there's nothing I can do because I destroyed my phone using a different charger you're saying...

1:09 PM

N

Now I will get you connected with the specialist they will further help you with this.

Nora S &#183; 1:09 PM

Ok

1:09 PM

You&#8217;re connected with agent Michael.

1:09 PM

Nora S left the chat.

1:10 PM

M

Thank you for contacting Google Support. My name is Michael from Tier 2+ and I am happy to assist you today.

For a limited period of time necessary to resolve your concern, do you agree to allow us to access data about and associated with your Google product and account, which may include product information such as IMEI, Serial Number, country in which your product was purchased, account history and limited historical usage data. The data accessed will be used to improve your customer service experience, to troubleshoot issues with this product, promotion history and for fraud prevention. Google will handle this data as described in Google&#8217;s privacy policy.
\

Michael &#183; 1:10 PM

Hi Michael. Do you have the ability to read previous notes? The last person I hope was clueless. Sounded like they were feeding me crap info. Made no sense

1:11 PM

M

Hello! I'm sorry with your experience.

Before we proceed, do we have the your consent to access data privacy?

Michael &#183; 1:12 PM

Basically the jist of the conversation is I have used a charger that was not included when I bought it, so I've destroyed my phone perminantly and the only option is to buy a new one

Yeah

1:12 PM

M

Thank you for the details.

Do you mind waiting 3-5 minutes while I take a look on this?

Michael &#183; 1:12 PM

And I mean a new one as in a new phone

Ok

1:13 PM

M

Based on the documented notes by the previous agent, your device is experiencing overheating.

Michael &#183; 1:14 PM

Yes

1:14 PM

M

Can you please confirm if this is true?

I see.

May I know what other issues is the phone having?

Michael &#183; 1:14 PM

Yes when recording video with a phone case on and its hot outside

That's the only problem

1:15 PM

M

I'm sorry if the device is overheating. Please allow me another 3-5 minutes.

Michael &#183; 1:15 PM

Ok

1:16 PM

M

I'm going to send you an email with some tips on troubleshooting your warm device.

Michael &#183; 1:16 PM

Ok

1:17 PM

M

Can you try them out and see if it helps?

Thanks you.

I just sent it.

Let me know if you receive it.

Michael &#183; 1:17 PM

I got it

1:19 PM

M

Thanks.

I'll stay on chat.

Michael &#183; 1:19 PM

So, I see the big thing to close apps not using. One thing I don't like about android is you hit home and eve

The app is still running

You have to go into app settings to kill it

Seems like there would be a better way

1:21 PM

M

I understand your frustration. Please let me know if you tried all the troubleshooting steps.

By the way, as part of our documentation, we require photos of the device in multiple angles.

Michael &#183; 1:22 PM

Well the only thing on that list I can try now is to close apps

My phone looks brand new

1:23 PM

M

I know you mentioned to the previous rep that you don't have an extra phone.

Michael &#183; 1:23 PM

No physical damage at all

1:23 PM

M

But we need it as part of the documentation.

Do you think you can get some photos anytime today?

Michael &#183; 1:23 PM

Do they make a case that only has bumpers for the edges so, as long as I drop it on a flat surface, the phones casing won't hit?

1:24 PM

M

Our case available is on Google Store.

I'm afraid we don't make any personalized items.

Michael &#183; 1:25 PM

I'm not going to take pics. If you need to see what a pixel 5 looks like you can search Google images. Mine looks brand new. I could understand you needing pics if I was trying to put in a warranty claim

1:25 PM

M

As part of our process, we require photos of the exact phone that's having issues.

Don't worry, you can take all the time you need.

Michael &#183; 1:26 PM

Well, that's rediculus

I don't have another phone to take a pic of my phone

1:27 PM

M

You may respond to the same email i sent you once you have the requested photos.

Michael &#183; 1:27 PM

So you're warranty only covers people that owns two phones

1:27 PM

M

I'm sorry, David. We can only proceed if this will be properly documented witt the photos required.

Michael &#183; 1:27 PM

I seriously need to go buy a second phone so I can take a pic of this phone?

1:27 PM

M

Let me know if you can borrow from someone

mikedt · Jun 27, 2021

Perhaps you need to seek legal advice about the matter?

puppykickr · Jun 27, 2021

Try using Greenify to force stop apps, and stop telling these people that you are not using the 'designated' charger.

That is a cop out on their part, just like when auto manufacturers tried saying that you had to use a certain brand of motor oil or else the warranty on the engine was void.

The phone has protection circuits, as well as does the battery itself, to prevent damage from the vast majority of chargers out there.

There is, however, no reason to give them fuel for the fire.

Find some high quality pictures of an identical device and use an app to remove the exif information.

https://greenify.en.uptodown.com/android

https://f-droid.org/en/packages/com.jarsilio.android.scrambledeggsif/

Use your file manager to rename the pics in the fashion of pics you take with the device.

Don't use a Google search to find the pics, as this may be too obvious.

Here is an app that you can use to monitor the actual temperature of the battery, or at least the sensor that tells the phone what the battery temp is.

https://f-droid.org/en/packages/com.kgurgul.cpuinfo/

Here is another, that can always show the info.

https://m.apkpure.com/cpu-float/com.waterdaaan.cpufloat

Hadron · Jul 21, 2021

I'm afraid that sounds like clueless monkeys reading a script. But the real problem is the person who wrote the support script, not the people who are being monitored as they speak to you and have to stick to that script.

The stuff about chargers is pure BS. Google's own help page says:

Which power adapters and cables to use

Pixel phones use USB-C with USB 2.0 power adapters and cables.

To charge your phone with a USB-A power adapter, use a USB-C to USB-A cable. This will charge your phone more slowly than USB-C.

Other Android cables and power adapters might not work with Pixel phones.

Pixel 3a, Pixel 2, and Pixel (2016) phones can't charge wirelessly.

So note that they are explicitly stating there that you can charge Pixels with chargers other than the one that came with the phone. The top of that page says "for best results, use the power adapter that came with your phone" but "for best results" is not "do not use anything else".

All manufacturers include some warnings about third party chargers, and there have been cases of phones being damaged by chargers that didn't meet basic electrical safety standards and should never have been sold in the first place, but that's not the same as "use anything else and your warranty is void". Such a claim wouldn't stand up if challenged, especially not when it's this easy to show that Google themselves say it's OK to use other chargers

.

darry1966 · Jun 20, 2023

Shoot I plug my phone into the usb port on a multibox to charge oh well. NOKIA 1.3.

Using the charger not provided by google voids your warranty of your pixel. Why don't they warn?

dorlow

Android Enthusiast

mikedt

你好

puppykickr

Android Expert

Hadron

Spacecorp test pilot

darry1966

Lurker