Phone warranty - what can I do?

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_Dreamville_
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So I have a nexus 6p. The auto rotate feature had stopped working and therefore rang Google. They told me it must be a problem with the accelerometer and therefore will be covered with their warranty. So I arranged a replacement and now have the new phone and the auto rotate works. Happy days.

They then contact me when I sent my old phone back (I told them about a couple of small scratches on the metal on the edge which they said was fine because it was classed as wear and tear) saying that they're going to charge me 500 pounds for the phone because the phone that I'd sent has a damaged screen apparently. I sent it in almost perfect condition and have had it in a case/screen protector since I've got it. They're now refusing to take blame for this and are pinning it on me even though I have no clue about it.

What are my options? Can I fight my case or do I just have to accept the charge? They said they can send the phone back to me and I'll send this one back to them but I'm unsure as to what to do as I'm now 500 pounds out of pocket. HELP!
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_Dreamville_
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Anyone?

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username612415
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(Original post by _Dreamville_)
Anyone?

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From what I know the onus is on the consumer to ensure the device arrives back to the manufacturer in its intended condition- if it gets damaged during transit then it's not Google/Huawei's fault nor are they able to know whether it was pre-existing damage. If this is the case, unfortunately they're in the right asking for the money back.

How did you post it to them? If it was tracked/recorded/couriered etc and you can get confirmation that the package arrived damaged from Google/Huawei, then the company that dispatched it may have some policy making them liable for covering the cost.
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_Dreamville_
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Google provided all the shipping labels and things and it was tracked via UPS to Germany.
The thing is, they're asking for 500 pounds (the cost of the handset they gave me) which I do not have. And even sending the phone back to me so I can see what actually happened isn't an option either apparently.

They also said that the outer packaging looked okay but the phone box inside was open with the phone laying outside the box (despite me taping it shut on all four corners). I've delivered many packages, some with phones in them, and that hasn't ever happened that tape somehow manages to unstick itself. Even then, they described the damage as being a cracked screen at the bottom with some glass missing. It just makes no sense whatsoever.

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_Dreamville_
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Anyone?

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_Dreamville_
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Thanks for the response. So my best bet would be to try to see if the courier will take the blame for it as it seems to be their fault, and if not, I just take back the damaged phone and pay for repairs myself?

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_Dreamville_
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Yeah I probably should have taken a picture but you never think something like this would happen at the time since I've not had a problem with it in the past. Lessons learnt definitely.

It was shipped through UPS. Not sure about whether insurance was taken out.

This is the information I received beforehand, does this mean they'll make me pay in any circumstances? -

After receiving your replacement, please return your item using the attached RMA within 14 calendar days.Your item and all applicable accessories must be returned in like-new condition.
Google may deduct any loss in value of any items returned, if the loss is the result of unnecessary handling by you.

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