Google Glass Won't Replace Unit For Accidental Damage

Dec 18, 2013 • 8:48 am | comments (19) by twitter Google+ | Filed Under Other Google Topics

Deb Lentz, a Google Glass Explorer, slipped on some ice and her Google Glass unit fell off and landed on the pavement. When they landed, the Glass arm snapped off and broke. The shocking part is that when she called Google to replace them, Google said no. They won't replace Glass for accidental damage. I know they did for Robert Scoble but not for her?

Here is a picture:

Broken Google Glass

They said they can't even repair them. It was up to her to find someone who can repair them. If she wanted, she can spend another $1,500 to buy a new pair but Google is not responsible, nor willing to help her out.

I am honestly surprised. If they were $300, I'd get it, but $1,500 and won't replace them.

It just seems unusual. But she said, " I spoke with three different people at the help line, and all three (one a supervisor) said the same thing: accidental damage, no warranty, no repair facilities, you are on your own."

Forum discussion at Google+.

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12/18/2013 01:57 pm

That´s typical of the google of today. I bet if they were the new kid on the block trying to break a new market they would fall over themselves. Not so with the mature we are far to big to fail google. Poor service is poor service no matter how big the company. Hopefully more and more stories like this will start to take the shine off of what has become an arrogant mega behemoth.


12/18/2013 01:57 pm

This just in: Google acts like every other electronics manufacturing company. No warranty, no established 'x number of days and will be replaced', no free replacement. This also just in: Google glass breaks from a relatively minor impact with pavement...for a $1,500 product that is advertised as 'wear it anywhere' and features commercials with roller coasters and mountain biking, that is a really flimsy reason for the unit to break. Maybe it is only suitable for taking pictures of kids in bubbles.

Michael Martinez

12/18/2013 02:50 pm

This is what product insurance (such as "extended warranties") usually covers. Sell enough insurance policies and you can bring down the cost of the premiums.


12/18/2013 03:49 pm

Why should they replace it? If you by a 2000$ tv and it falls off your stand and breaks it's not covered. I cant think of any company of the top of my head that covers accidental damage in the standard warranty. But Google should for some reason?


12/18/2013 04:40 pm

It fell on the floor and broke. That´s not fit for sale. They should make it more rugged or sell with a disclaimer that it is not drop proof and unsuitable for activity beyond walking carefully. You don´t walk down the road or go mountain biking with your TV!


12/18/2013 05:30 pm

read the article, she fell. By your logic all cellphones, and tablets need the same disclaimer. Also btw, NOTHING is drop proof :)


12/18/2013 06:07 pm

Also note that there are no repair parts available and google won't even let her resell it to someone who may want the parts or try to use it in another project.


12/18/2013 06:11 pm

.. Essentially google wants to have their cake and eat it too. Not allowed to resell so you don't own it therefore it must be leased or licensed, right? But when it breaks, your problem.


12/18/2013 06:55 pm

also..BTW...plenty is DROP PROOF!!!!! Google it smartarse!

Jonathan Hochman

12/19/2013 01:06 am

Have you tried Gorilla glue? If you break an iPad, like smash it completely, you can go to Apple and they will do a $239 out of warranty replacement. Google should offer to replace the unit for some reasonable cost. This is called good service, and it breeds customer loyalty. Does Google offer an insurance plan for accidental damage? Most cellular carriers do.

Soni Sharma

12/19/2013 05:55 am

So bad. But no company replace accidental damage.


12/19/2013 06:33 am

I'm involved in the glass explorer program and I can tell you that you are waaaay off base. This by all occasions seems to be an isolated incident that is pending resolution. The service is amazing, and they should have taken care of her sooner but the team is busy rolling out new updates and features. Everyone gets taken care of and this will get resolved properly...


12/19/2013 07:35 am

I think the issue is the PR perspective- Of course Google has no responsibility for her broken Glass, but, if they want to start selling them and make them popular, it would be prudent to avoid news stories as such.


12/19/2013 05:13 pm

If Google Glass isn't widely sold yet and considered to be somewhat of a beta product, I think Google should have replaced it for PR reasons. Unfortunately though, while Google is very smart at a lot of stuff, I think they're truly one of the worst companies in the world when it comes to customer service (unless you're giving them major cash, then it's an infinite supply of bjs).


12/19/2013 05:46 pm

UPDATE: THIS has been resolved. NEW INFORMATION! I wanted to let you all know that I received an email from Google this morning, they have decided to replace the Glass if I send my broken ones in. Thank you, Google Glass, for listening to me! I am cross-posting this wherever I have posted my issues, so all who have followed my little saga will know the outcome. Thank you to all who have expressed support and thank you for all the kindness. This community is awesome beyond belief!

Barry Schwartz

12/19/2013 06:11 pm

Great news!


12/19/2013 08:19 pm

lol no it SAYS its drop proof, doesn't mean it is :)


12/31/2013 05:33 am

My Glass also was subject to an accident which damaged the case of the battery area. They are still functional but look awful. I have had them only 6 weeks and wore them daily. As a University Professor I was planning to use them this next semester in class lecture, discussion and out of classroom experience with technology material. They will not replace them or assist me to get the parts to (even at my own risk) repair the area. Very disappointed. They stated I can purchase another pair for 1500.

Jeff Wall

04/20/2014 09:54 pm

I agree. I think it is bad for Google not to offer some type of warranty. Just purchased the Google Glass and found there is no additional warranty that can be purchased? I would pay couple hundred dollars no problem to have some type of coverage, otherwise they can easily be broken and your out $1500. I disagree with the tv guy above, its not the same these are going to get a lot of use and there should be some type of warranty. I can get warranties for my watches, warranties for my Oakley's and ect. So come Google, get with a company that does warranties and put together some type of plan to offer us.

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