Telstra Contesting Pixel 2XL Warranty

LCleartype on 07/03/2019 - 14:32

On Sunday my Pixel 2XL immediately crashed when I plugged it into its OEM charger. It continued to reboot itself and eventually just turned itself off. I tried my partner's charger (same model), and another fast-charger but same issue. It appears to work okay with non-PD sources such as power banks or via a laptop USB port with 3rd party cables. It's still in warranty, 10 months into a Telstra contract. I took the phone into a Telstra store and the service centre has come back to say:

The subject device has been assessed and found to be out of voluntary warranty due to Physical Damage. Device assessed with physical damage (corrosion in charging port connector). To proceed with this quote the amount is $459.

While the phone has an IP67 rating, I can certainly say I've never had water in the charging port etc, and inspecting it myself before taking it in could not notice any issues on the port itself.

Do I have any recourse to get this repaired under warranty, or am I s*** out of luck? Any advice is greatly appreciated.

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Comments

  • Associated87percent @ Telstra on 07/03/2019 - 14:33
    +9

    pm me your name and mobile number and i'll raise an internal complaint (i work for telstra)

    • Cleartype on 07/03/2019 - 14:50
      +1

      Thanks supasaiyan - that's very kind. I've asked to speak to a tech to see if I can get more information and I'll be in touch.

  • HighAndDry on 07/03/2019 - 14:34
    +1

    The subject device has been assessed and found to be out of voluntary warranty due to Physical Damage. Device assessed with physical damage (corrosion in charging port connector). To proceed with this quote the amount is $459.

    The claim of corrosion damage is a fairly objective yes/no fact - go in to where your phone is and ask to see the damage they say is there.

    • Cleartype on 07/03/2019 - 14:37

      Thanks - and agreed. It's been sent offsite to their service centre, however.

      • HighAndDry on 07/03/2019 - 14:41
        +1

        Ah - can you ask for photos/other details? I wouldn't take their word for it, but it's also not impossible to be actually the case. Have you ever taken it to a beach or the seaside? But yeah - push back, ask for verification either way.

        • Cleartype on 07/03/2019 - 14:52
          +1

          Cheers, I have done and now waiting to hear. Seems like a tricky my word vs theirs to win.

          • hikaru78 on 07/03/2019 - 16:28

            @Cleartype: they will most likely provide photos taken under a microscope showing corrosion to prove their case

  • Clear on 07/03/2019 - 14:34
    +2

    Are you my brother?

    • Cleartype on 07/03/2019 - 14:37
      +10

      I'm at least your type ;)

    • hashtagbargain on 07/03/2019 - 14:38
      +4

      Nah he's just your type.

  • burningrage on 07/03/2019 - 14:37
    +3

    First time I've heard the word "voluntary warranty".

  • [Deactivated] on 07/03/2019 - 14:57

    Is it just a micro usb port?

    • Cleartype on 07/03/2019 - 14:58
      +1

      USB-C

      • [Deactivated] on 07/03/2019 - 15:14
        +1

        Tah. The four outside pins in the connector are ground, the 4 pins that are 4th from the outside are positive. As there is multiple redundancy, the corrosion claim is probable, but I would look closely at those pins.

  • stratbargain on 07/03/2019 - 14:58
    +1

    Why not go direct through Google for repairs?

    • Cleartype on 07/03/2019 - 15:29
      +1

      Could do, however Telstra will sting me $50 for an 'out of warranty' assessment fee now

      • follow on 07/03/2019 - 16:00

        they'll eventually return if you wait long enough

      • cheaplee on 09/03/2019 - 20:30

        I would dispute this too. It was in warranty when they assessed it.

  • [Deactivated] on 07/03/2019 - 15:37

    My phone is subject to several bouts of salt water several times a week.

    No rusty ports.

  • mutardo on 28/03/2019 - 16:57

    I am currently having the same issue… How did you end up going?

    The subject device has been assessed and found to be out of voluntary warranty

    Diagnosed handset for fault provided, device received with corrosion within the charging port.

    To proceed with this quote the amount is $369

    • Cleartype on 28/03/2019 - 17:40

      No luck unfortunately mate. They stayed firm that it would not be covered by warranty. I raised a complaint (as above) and they offered to either half the price of repair, or pay ~$400 to pay out my plan if I contracted to a new current market plan with Telstra. I didn't take them up on it and had it sent back from the repair centre to the store. A very honest tech in-store offered to send it back to the repair centre and raise another complaint but basically said it'd go back to the same techs and it wouldn't get anywhere.

      I ended up cleaning it out myself with a plastic toothpick and distilled water and it's been working fine since… for now. Next time will try directly through Google.

      They're obviously pulling repair costs out of thin air, ridiculous.

      Good luck, and please do let me know how you get on?

      • mutardo on 28/03/2019 - 18:13

        Thanks for the update.

        Mine slowly go worse and worse at charging, must have been build up of the corrosion? It appears some of them can corrode from no real incidents and what must be minor contact with water and get no warranty coverage. I would have thought it'd have to be placed in salt water or something along those lines for it to corrode. Looks like I won't be buying a pixel again!

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