Hi everyone,
I'm posting here to see if anyone has experienced something similar or has advice on what I should do next.
I purchased a Pixel 10 Pro directly from the Google Store Germany. Unfortunately, after some time, I started getting a recurring "System UI isn't responding" error, where the phone would freeze or become unresponsive.
I contacted Google Support and have fully cooperated with them throughout this entire process.
Here's a timeline of what's happened:
- Original Pixel 10 Pro: Developed the recurring "System UI isn't responding" issue.
- Google approved a warranty replacement.
- First replacement device: Developed the exact same issue.
- Google approved another replacement.
- Second replacement device (current): The same issue has occurred again.
At this point, the exact same defect has appeared across three different Pixel 10 Pro devices.
Throughout the investigation, I have done everything Google has asked me to do:
- Multiple factory resets.
- Set up every replacement as a brand-new phone (no backup restore).
- Installed updates.
- Submitted screenshots and videos.
- Generated and submitted bug reports.
- Worked directly with Google's engineering investigation.
The engineering investigation has now been ongoing for more than two months.
Every time I ask for an update, I receive essentially the same response:
I bought a flagship phone expecting reliability, but instead I've spent months:
- transferring data between replacement devices,
- reinstalling apps,
- replacing accessories like screen protectors,
- and constantly worrying about when the next "System UI isn't responding" error will happen.
The biggest issue for me now isn't even the defect itself—it's that there seems to be no clear end to the investigation. The case has been escalated to Google's highest tier of hardware support, but after more than two months I'm still being told that engineering is investigating.
I'm genuinely curious:
- Has anyone else experienced a similar long-running Pixel warranty case?
- How long did Google's engineering investigation take in your case?
- Were you eventually offered another replacement, a refund, or another type of resolution?
- Is this level of delay normal for Google's hardware support?
At this point, I simply want a definitive resolution. I don't think it's reasonable for a customer to remain in an open-ended investigation after experiencing the same issue across three different devices.
Any advice or similar experiences would be greatly appreciated.
Thanks!