Buying a new phone doesn't always guarantee a problem-free experience. In the few cases that it goes wrong, the path to a resolution is hardly smooth, especially with Google support.
An unpleasant incident has happened on X, where a Google Pixel 10 Pro XL owner's warranty claim turned into a nightmare after seven months of ownership. Here's what happened.
It's Google versus a disappointed buyer in an X case
A user going by ANX on X purchased a Google Pixel 10 Pro XL seven months ago. The phone started developing issues, and had noticeably poor battery life. There are reasonable grounds for a warranty claim on the phone because it's barely half a year old. It launched on August 20, 2025 with the rest of the Pixel 10 models.
ANX contacted Pixel support and was told to ship the device. Google then returned the device, saying that the phone had back cover damage and refused to proceed with the battery repair until the owner fixed it first at their own expense.
The implication behind flagging the back cover damage is that the owner may have opened or tampered with the device, which would void the warranty. The back cover is one of the entry points technicians use to open many smartphones. Opening it could tamper with water-resistance seals and other internal connections.
The owner’s rebuttal was that the phone had lived in a case since day one and did not have a single dent on the back cover. It's worth conducting an independent re-inspection on Google's part. Their repair center should be able to document the condition of the device with timestamped photos taken upon arrival.
However, the situation progressed negatively with the phone stuck on a screen for hours. It raised the question of who was now responsible for whatever additional damage occurred while it was in Google's possession. The assessed damage costs $149 plus $10 in tax, with a total of $159 total removed from the phone's $949 tag.
Is the Pixel 10 Pro XL worth buying?
Google's official Made by Google account has responded to ANX’s call-out on X. They apologized for the inconvenience and asked for a case identification number via direct message, with the user saying they don't recommend the Google Pixel 10 Pro XL.
Although one viral post is enough to highlight potential incompetencies in Google's system, it isn't enough to conclude that the Pixel 10 Pro XL is a bad phone. The device has generally received positive feedback for its camera system, display, battery optimizations, and long software support commitment.
The Pixel 10 Pro XL comes with a 6.8-inch LTPO OLED panel with 120Hz refresh rate. It uses the Tensor G5 paired with 16GB RAM and 256GB to boot. Battery capacity is 5,200mAh. The camera setup includes 50MP main camera, 48MP telephoto camera with 3x optical zoom, and a 48MP ultrawide lens. The selfie camera is 42MP.
Like every product, it has its negative side. Battery life isn't exactly a standard feature, but it's not the worst thing either. Just in case, you may want to take pictures of your phone from all angles after purchase to avoid any unpleasant experiences.
