I’m writing this post to share my terrible experience with the Pixel 6a Battery Performance Programme and would be interested to know if anyone else has had a similar experience. After introducing the programme and reducing my device’s battery capacity, Google is refusing to provide me with the full cash reimbursement of $452, and has instead transferred me just $100 – less than a quarter of what I’m entitled to.

As Pixel 6a users will know, Google introduced their ‘Battery Performance Programme’ last year, including a mandatory software update that reduces battery capacity to prevent overheating. For me personally, with just average use, this means that I can no longer get through a full day without charging my phone once or twice.

To check my eligibility for the support options, I entered my IMEI number into Google’s system. I was given four options, shown in the screenshot above. I selected the option for a cash payment of $452. Translated from German into English, this option reads: ‘You will receive a cash payment of $452 (or the equivalent amount in your local currency) as your device is still covered by the limited warranty.’

After selecting this option, I had to set up an account with a third-party payment service provider called Payoneer. Following verification, the transfer was set up and I received the money from Google the next day – but only $100 and without explanation.

I wrote to Google customer service, explained the situation and requested the missing reimbursement. I was told my case had been sent to a ‘specialist team’. I then received a reply from a colleague who explained that the reimbursement amounts to $452 if your device is within the warranty period, and $100 if not. I explained that their system had already checked my IMEI number and confirmed that my device is still covered by the limited warranty. I attached the same screenshot above as proof.

Over the next few days, I chased customer service a couple of times and only received generic, pre-written responses. I got the impression that they were trying to delay the process and find an excuse not to pay me the full reimbursement.

Eventually, I received a reply from a colleague who insisted that I’m not entitled to any more than $100 because my device is supposedly out of warranty. He wrote: ‘We would like to clarify that, due to a system error, some users were incorrectly shown, during the registration process, an option for a cash payment of $452 as part of the warranty.’

I found this completely unacceptable. Not only do I now have a device with a significantly reduced battery capacity, but Google’s own system confirmed that my device is under warranty and offered me $452, only for a customer service colleague to tell me weeks later that, due to a ‘system error’ (i.e. their mistake), they won’t give me any more than $100.

It’s also worth noting that, below the four options in the screenshot, the user is warned: ‘Please proceed carefully when making your selection. Once the request has been sent, the process will start immediately. The selection is final and cannot be changed.’ It seems that, only for the user, the selection is final and cannot be changed. But, for Google, it isn’t final and they can still change it if they don’t ‘proceed carefully’ themselves and make a mistake.

Has anyone else had a similar experience with the battery performance programme? How did you resolve it?

Google refuses to provide me with full reimbursement: Pixel 6a Battery Performance Programme