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New Member
Posts: 2
Registered: ‎08-20-2019

Purchased a Defective Pixel 3, Best Buy won't replace

I purchased a Google Pixel 3 about November of last year. As of now, for the past week, my camera auto focus is completely broken. I chatted with someone from Google because Best Buy doesn't even have chat anymore. For an hour, we went through the steps. Finally at the end, the found that it was ultimately a hardware problem, and that the product I have is defective. So then the employee at Google told me to go to contact the retailer I bought the phone from to have the best experience replacing the device. Then, here I am at Best Buy, talking to the people at Best Buy. They done told me that we don't do manufacture warranties, and pretty much it's my problem now and I have to go spend my time shipping my phone to Google. Google says that because Best Buy denied you, we will have to do it. Now she'll take up to 10 days to get my phone back, except my school is starting in 2 days. I need my phone when I'm at school to contact people to pick me up. Is completely outrageous, and it isn't my fault whatsoever that my phone is broken. Also dimensions people best ever very snotty, another totally better than me and they knew everything. I might be gone without a phone for 10 days, and I don't know what to do. I'm sorry if I'm ranting, I really am, but I need this to be resolved, and quick. I was also thinking if I could return my phone, and get a different one that's the same value.
New Member
Posts: 2
Registered: ‎08-20-2019

Re: Purchased a Defective Pixel 3, Best Buy won't replace

(Also, sorry if bad spelling, I am using Voice typing, and it though Best Buy = dimensions... etc)

Emerging Expert
Posts: 6,256
Registered: ‎02-25-2013

Re: Purchased a Defective Pixel 3, Best Buy won't replace

The Google rep did  you a serious bad one on that.  They never should have told you to contact the retailer regarding a Google Warrenty. 



To make a claim under the Limited Warranty, please contact We’ll need your name, contact information and the IMEI or serial number for your phone (located at Settings > System > About Phone > Status). You will need to provide a purchase receipt.


Please leave Kudo’s if you like a post or click Accept as Solution if a post answers your query. I am not an employee of Best Buy and all opinions left on this forum are my own.
Posts: 161
Topics: 6
Kudos: 12
Solutions: 6
Registered: ‎02-08-2019

Re: Purchased a Defective Pixel 3, Best Buy won't replace

Hi there, Rumi,

Welcome to the Best Buy Forums and thank you for taking the time to write in to us!

I'm sorry to hear about what is happening with your phone! I take photos with my phone daily, so I can definitely understand your concerns and you wanting to get that resolved as soon as possible. When it comes to things like this, Best Buy does have the Return & Exchange Promise, which allows for returns or exchanges of most products within the first 15 days of purchase. This time period is extended for our My Best Buy Elite and Elite Plus members. With your purchase being made in November last year, it would be outside of our return and exchange time period, so our options to assist may be a bit limited. If you purchased a Geek Squad Protection plan for your phone, we can take a look at your phone and see what's possible.


Once your purchase is outside of our Return & Exchange Promise, you should still be able to get assistance from the manufacturer, Google, directly as your phone should be covered under a manufacturer's warranty. As user bobberuchi mentioned, filing a claim under the manufacturer's warranty would be the best option moving forward. Should they need any information about the purchase, we'd be glad to see if we can supply that to you!


While I understand that this may not be the answer you're looking for, I do hope that Google can provide you with more assistance with regards to your phone!

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
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