08-25-2019 06:49 PM
08-25-2019 07:56 PM
According to our Return/Exchange Promise, damaged items are ineligible for return. Depending on the coverage you have (manufacturer's warranty, Geek Squad Protection, Carrier Insurance), you may be entitled to additional assistance; however, an exchange of the device is not generally one of them. It may take a few days for the moderators to get to your post, but hopefully this sheds some light on why the exchange was denied.
08-27-2019 11:28 AM
After just purchasing this phone I can of course understand you being upset that it is now broken. The store was correct that we do not return or exchange damaged items, and a cracked screen would be considered damage. I have not heard of a defect in the Pixel 3a that would cause a screen to crack when setting the phone down. With that said, I would like to look into this for you. Can you send me a private message with your name, phone number, email address, and the Customer Service Pin number off the front of the receipt for this phone? To send me a private message click on the message button in my signature.