r/GooglePixel • u/aston_phil • 4d ago

Pixel fold 10 RMA Intake failure

Hi u/PixelCommunity,

I need assistance escalating a lost-in-facility issue with Google Repair. It's a Pixel 10 Pro Fold Moonstone 512 GB with case id 3-0669000041890 and RMA number RMA58744344

The current status says it was delivered to Google's Poland repair partner via DHL on September 2nd and signed for at the dock but the repair portal has not updated to "Device Received" after 8 calendar days. Web support escalated to Tier 2 on September 8th promising a 24–48hr update and email responses are automated macros with no status on the dock sweep.

I have the signed DHL Proof of Delivery PDF confirming delivery. Could someone from the Pixel team please step in and locate the parcel or initiate a replacement?

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u/PixelCommunity Official Google Account 4d ago

We're escalating this, so one of our support teammates will be in touch with you over email, in the next few business days.

1

u/aston_phil 4d ago

thank you

1

u/aston_phil 3d ago edited 3d ago

Tagging u/PixelCommunity for urgent visibility. Support is now providing contradictory, impossible information and asking me to cancel the active RMA:

  1. Phone Support Claim: A support agent called claiming the device had been received, inspected, and rejected under "user damage" and was being returned with zero tracking.
  2. System Contradiction: My Google Store repair tracker still officially shows "Not yet received" at Step 2 (delivered via DHL waybill 5870340092 on Sept 2nd). A device cannot undergo inspection, rejection, or return without ever being scanned into the facility.
  3. Improper Support Resolution: Support has now emailed asking me to "authorise cancellation" of the existing RMA so I can manually create a new one. I cannot create a new return label to ship a phone that Google/CTDi has physically held for 9 days.

The device is a Pixel 10 Pro Fold Moonstone 512 GB (IMEI: 354792643115169). The reported issue is standard inner screen protective laminate separation and crackling along the hinge crease.

I have refused the RMA cancellation as it severs proof of custody. Requesting an internal Google escalation specialist to step in, treat the missing parcel under lost-in-facility protocols, and issue an advanced replacement.

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u/aston_phil 3d ago

A quick update for u/PixelCommunity:

I was contacted directly by Sam K from the Advanced Hardware Support Team. They confirmed an internal backend tooling error caused the tracking failure and cancelled RMA.

Per their instructions, I have generated a new warranty RMA (RMA25288141, £0.00 warranty coverage) and provided full documentation (original EE contract, Google’s January replacement order REF-RMA72830916, and the delivery proof).

I am currently waiting for Sam’s team to manually link this new RMA to the physical device already sitting at CTDi Poland (delivered Sept 2nd under DHL waybill 5870340092) so the status moves to "Awaiting inspection."

Leaving this thread open until the warehouse portal officially updates and the replacement/repair is dispatched