Free software updates breaking devices under warranty

AaronT123

I have a pixel 6 phone from google that I bought January 2022 directly from the google online store. The device comes with a 2 year warranty. Recently, android 14 was released, which has a bug that has affected my device. The bug causes my phone to think I have no storage (there is plenty of storage available) which means I can't access the files saved on my device, download any apps, or even take a picture. The only potential resolution until a new software update addresses it is factory resetting the device.

I contacted google's support, and gave me the options of attempting a factory reset, replacing the device, and/or waiting for a new update.

I don't particularly want to go through the process of factory resetting or waiting for a replacement - and when an update that fixes the issue is released is unknown. I've had lots of problems with updates from google in the past but none as severe as this. I'm currently left with a phone which is largely unusable.

Is there any consumer rights in play or any potential of a refund?

Bradden

I have the same phone without this issue.. I can't find other reports of this bug. Alternatively you could rollback to android 13.

https://9to5google.com/2023/04/27/downgrade-android-14-on-pixel/

Jenni_D

What options did they offer in terms of replacing the device?

I assume you already have a backup of files on the phone? (e.g. MP3 music files etc. Albeit a lot of things - e.g. Photos - are probably already backed up to your Google account; it's things like SMS messages, WhatsApp etc. that catch people out). If not then this is maybe a warning bell that you should start a backup regime. If you do have a backup then a factory reset is worth trying ... yes you'll have to reinstall some apps and redo your screen layouts, but you'd have to do that anyway on a replacement device.

born_again

Jenni_D said:

What options did they offer in terms of replacing the device?

I assume you already have a backup of files on the phone? (e.g. MP3 music files etc. Albeit a lot of things - e.g. Photos - are probably already backed up to your Google account; it's things like SMS messages, WhatsApp etc. that catch people out). If not then this is maybe a warning bell that you should start a backup regime. If you do have a backup then a factory reset is worth trying ... yes you'll have to reinstall some apps and redo your screen layouts, but you'd have to do that anyway on a replacement device.

Mine have always been there when changing device. Pretty sure they are all part of google back up. SMS is certainly listed in google back up in phone settings

400ixl

You need to make sure everything is backed up. WhatsApp you need to select the right options. SMS depends on what messaging app you use.

Another Pixel 6 Pro user on Android 14 with no issues and not seen anyone else having the same.

Software is not part of the warranty on most phones. So not sure what other rights you would have.

Flashing back to Android 13 may be an option if it worked there and would I suppose eliminate a hardware fault.

AaronT123

Bradden said:

I have the same phone without this issue.. I can't find other reports of this bug. Alternatively you could rollback to android 13.

It's specifically if you had multiple profiles set up on your device before updating to android 14. I can't post links to it as i'm new to MSE forums but reddit, 9to5google, vice and many other sites have information on the issue.

I didn't even realise I had another profile on my phone setup till researching more into the problem. Oddly enough the other profiles storage works fine, but has none of my accounts or apps linked. 

It just seems surprising that there is no consumer protection on products purchased if they become largely unusable due to the fault of the provider through faulty software.

MattMattMattUK

AaronT123 said:

Bradden said:

I have the same phone without this issue.. I can't find other reports of this bug. Alternatively you could rollback to android 13.

It's specifically if you had multiple profiles set up on your device before updating to android 14. I can't post links to it as i'm new to MSE forums but reddit, 9to5google, vice and many other sites have information on the issue.

I didn't even realise I had another profile on my phone setup till researching more into the problem. Oddly enough the other profiles storage works fine, but has none of my accounts or apps linked. 

It just seems surprising that there is no consumer protection on products purchased if they become largely unusable due to the fault of the provider through faulty software.

There is an easy solution though, do a factory reset and the restore the device, the problem is solved. 

tightauldgit

AaronT123 said:

Bradden said:

I have the same phone without this issue.. I can't find other reports of this bug. Alternatively you could rollback to android 13.

It's specifically if you had multiple profiles set up on your device before updating to android 14. I can't post links to it as i'm new to MSE forums but reddit, 9to5google, vice and many other sites have information on the issue.

I didn't even realise I had another profile on my phone setup till researching more into the problem. Oddly enough the other profiles storage works fine, but has none of my accounts or apps linked. 

It just seems surprising that there is no consumer protection on products purchased if they become largely unusable due to the fault of the provider through faulty software.

Well the consumer protection available would be to fix the device. And the fix would be a factory reset in this case. You seem to be asking Google to go above and beyond by doing something that may well not be possible. 

And as others mentioned if you got a new phone it would be in the same factory reset state anyway. 

Just reset the device after backing up anything important 

Bradden

AaronT123 said:

Bradden said:

I have the same phone without this issue.. I can't find other reports of this bug. Alternatively you could rollback to android 13.

It's specifically if you had multiple profiles set up on your device before updating to android 14. I can't post links to it as i'm new to MSE forums but reddit, 9to5google, vice and many other sites have information on the issue.

I didn't even realise I had another profile on my phone setup till researching more into the problem. Oddly enough the other profiles storage works fine, but has none of my accounts or apps linked. 

It just seems surprising that there is no consumer protection on products purchased if they become largely unusable due to the fault of the provider through faulty software.

That makes sense.. profiles on android have been tricky for a while. It should be easily solved with a reset as recommended. 

https://arstechnica.com/gadgets/2023/10/android-14s-ransomware-data-storage-bug-locks-out-users-remains-unfixed/