Question

Pixel 7 Shattered Camera Glass

  • 22 May 2023
  • 6 replies
  • 1096 views
R
Rank

Hi, the glass covering the camera on my pixel 7 has shattered. Been in a case since purchase, only 1.5 months old and not been dropped. Apparently Google are aware of the issue but are saying it's not covered under warranty. Anyone else experienced this or have any possible solutions? Don't see why I should need paying to fix a known issue on a brand new phone!

6 replies

WelshPaul
Rank
Userlevel 8
Badge +6

That’s the reason I never purchased one! Google won't acknowledge the issue and they will deny you any warranty claim you make. Sadly, the onus is on you to prove the glass broke as a result of a manufacturing defect.

There are loads of articles and discussions out there about it. Here are a few:

https://www.tomsguide.com/news/google-pixel-7-and-7-pro-defect-causing-broken-rear-camera-glass-heres-what-we-know

https://www.theverge.com/2023/1/6/23542070/pixel-7-shattered-camera-glass-problems-hot-cold-temperatures-warranty-fix

https://www.androidpolice.com/google-pixel-7-camera-glass-shattering/

https://support.google.com/pixelphone/thread/192131702/anyone-else-having-issues-with-google-pixel-7-pro-rear-camera-glass-shattering-without-dropping?hl=en

 

R
Rank

Appreciate the response. Interestingly, Google started that ID Mobile was an unauthorized retailer and, as a result, this single issue was not covered. Go figure. Wish I'd been aware of this ahead of purchase.

Tom
Rank
Userlevel 7
Badge +4

Hi @Richard Dignan 

 

I’m sorry to hear your device has suffered damage, unfortunately our only suggestions would be to speak directly to Google about this or taking your device to a local Currys store to have it sent off for repair, this would be chargeable.

 

It’s possible Google list and count us as Currys or Carphone Warehouse, as we’re all one team.

 

Tom

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
B
Rank

I pulled my 3 month old pixel 7 out my pocket today to find the same bullet like hole over the lens as hundreds of others have reported on Google's support page, Reddit, twitter. 

Although they did initially say they would investigate, they then said the can't even investigate as my phone was purchased in Italy?! I bought it at Carphone warehouse in the UK!

Now I read in this thread, that ID. Mobile are not an authorized dealer so warranty issues are not covered? 

ID Mobile - what's your response? I don't remember seeing anything about buying from you voids the manufacturers  warranty and certainly would t have purchased the phone if that was made clear. 

 

 

 

R
Rank

I've raised this with id Mobile directly. They stated they are an authorized third party. I am awaiting written confirmation from ID to this effect after raising a formal complaint. Once received I will be raising it with Google again. ID not quick to send confirmation and general service via web chat verges on psychological torture.

B
Rank

Hi

 

You may have to say ID is part of Carphone warehouse

I may be making some traction. They're sending an advance return and going to invrstigate my phone, but no guarantees. 

I contacted Google support via the phone (Tips and support) but I'm sure the web form is the same thing.  Search for 'pixel 7 support shattered glass' there's a very long thread yiu can quote. There are some tips in the Reddit thread too, quoting case numberrd and articles on the web etc.

This is assuming you have the same bullet hole over the left lens. Good kuck

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