psa Google & repair partners currently unable to repair Pixel 3 units

[D13H4RD]

(Posted this before on the Phones & Tablets subthread, but I decided to make another one on Tech News to spread the word around more quickly. There will be changes between that post and this one)

 

If you're one of the owners of Google's latest Pixel 3 and larger brethren, the 3 XL, you might want to baby the crap out of it at least for now. That's because despite the ample time period between the phone's unveiling and launch alongside the 2 week period since the phone officially went on sale, getting the Pixel 3 repaired is proving to be quite a bit challenging, moreso than many owners seem willing to put up with.

Quote

Title says it all, I've had my pixel 3 for a little over a week and I've managed to crack the screen. Facepalm thank god for ubreakifix

Edit: so turns out ubreakifix won't have the parts for maybe a month. Also the Google repair service only applies to the first and second gen pixels. So looks like I'm stuck with my mistake for a while...

Quote

Back story: phone fell off bathroom sink countertop (roughly 3 ft high) and was inside a Spigen Liquid Crystal case. Didn't notice it was broken til the next day. Trying to get it fixed under AMEX's purchase protection (120 days for theft/broken item) but it requires a quote from a manufacturer supported repair shop and the only one nearby is uBreakiFix which does not have any adhesive in any of the shops near me and won't for 2+ weeks. So I guess I'll keep it in the case and use it as normal until then.

Quote

Anyway I very unfortunately dropped it yesterday and shattered the front glass. I called around to various repair shops in the area who told me it would be a few weeks before they got the parts to fix the phone. A few weeks! On top of that they said it would be $270 to fix this front glass. $270! They will call me when they arrive but I really hoped for something quicker and more affordable.

 

So I turned to Google. They just sold me a phone for upwards of $900 surely they have some repair system in place. They will have spare screens on hand. No. I just finished speaking with a Google support specialist who essentially told me there's nothing they can do and referred me to the same repair shops I had just called. This really irked me because I'm willing to pay for the repair, it was an accident and it's not their fault. I just want some support from the company that I just bought into. It's as if they pointed me right out the door and said "You're on your own!" On top of all of this, I live in Seattle and there is only one authorized repair shop that can perform this repair.

On 9to5Google, Kyle Bradshaw's wife recently dropped her Pixel 3 XL by accident without a case. As such, the only option they had since they did not opt for the accidental damage protection plan was to head to a uBreakiFix store to get it fixed (uBreakiFix is an official repair partner for Google's Pixel line). However, three days after the damage assessment, uBreakiFix called them up to inform that they don't have replacement parts yet for the Pixel 3 and that there isn't yet a solid timeframe (on their end) for when these parts will arrive.

Quote

We booked a repair appointment online and headed out. Before we arrived, the uBreakiFix store called to inform us that they do not yet offer same-day service, but would still need to assess the damage. After the assessment, they gave us a price of $110 and a promise to call us when the parts were in, likely within two weeks.

 

Today, three days later, we were instead greeted by a call informing us that uBreakiFix has no idea when the necessary parts will come in. The only Pixel 3 part they could get their hands on is the battery.

 

Long story short: Google isn’t fixing broken Google Pixel 3 and Pixel 3 XL units itself quite yet, and is instead sending people off to uBreakiFix. Our local uBreakiFix is currently out of stock and not even expecting to get repair components — except the battery — for the Pixel 3 or Pixel 3 XL for the foreseeable future. That means that my wife’s new phone is currently damaged without recourse.

There's no real timeframe as to when these parts will arrive, so if you own a Pixel 3 or 3 XL, it's probably best that you put it in a good case if you haven't already. I know not everyone likes the idea of cases but given the current situation, I don't think it's a wise bet to risk it.

 

If you opted for the $7/month accidental protection plan, however, you should be able to get a replacement device shipped.

 

Sources;

9to5Google

Reddit #1

Reddit #2

Reddit #3

 

D13H4RD's opinion

Spoiler

I can sort of understand not having an abundance of components since this is a new phone, but Google. This is the third-generation Pixel phone, and you mean to tell me that after all this time, ya still can't ensure that at least some of the more essential replacement parts like screens and rear panels are available in some quantity? I'm not expecting like an entire warehouse of parts (because that would be silly, especially when it's so soon after the launch of a phone) but I would expect at least a few screens, back panels and such. The fact that some uBreakiFix stores have batteries in stock for the Pixel 3 line indicates something.

 

On a side note, people are laying the blame on Kyle's wife because she used her phone without a case. I'm sorry, but what? They know it's their fault, Captain Obvious, and that wasn't the point of the article. They broke their phone, but they can't get it fixed because parts aren't available yet. This isn't a matter of "My phone broke. Google is responsible for making a fragile PoS". This is a matter of "I accidentally broke my phone. I want to get it fixed but I can't because Google hasn't yet made parts available". There's a clear difference between the two.

 

[DocSwag]

It's just like the iMac Pro repair thing all over again...

[ItsMitch]

How the hell are people breaking their phones already? 

[D13H4RD]

8 minutes ago, SC2Mitch said:

How the hell are people breaking their phones already? 

Shit happens.

 

One even broke while inside a case.

[nayman898]

24 minutes ago, DocSwag said:

It's just like the iMac Pro repair thing all over again...

Except it's not. They don't have stock for the parts, because it is a new product. They expect people to get their protection plan so they can replace the whole device until they are able to manufacture spare parts instead of the entire phone. It's business, they need to have enough money from the phone to be able to produce the spare parts necessary for repairs. With the iMac Pro repair they blatantly denied being able to provide the parts (despite Apple obviously having them). The same thing happens with Samsung phones when they release, I work for a computer repair store, and often times we don't have parts for samsung devices that are official from samsung until the next generation of devices has released, instead we ship them in for repair. The difference is there are a lot of freelance repair places that aren't "authorized" by the manufacturer, so they are able to use third party parts for repairs and replacements, whereas repair stores that are "authorized" are contractually obligated to use the official parts supplied by the manufacturer. This is common amongst all phones, this is not new. iPhone is the only device that ships parts to ASP's within weeks of the device's release

[D13H4RD]

Just now, nayman898 said:

They don't have stock for the parts, because it is a new product.

They do have batteries though.

 

Which I find odd because batteries aren't one of those components that tend to be replaced within the first year of device ownership.

[Drak3]

6 minutes ago, nayman898 said:

They don't have stock for the parts, because it is a new product. They expect people to get their protection plan so they can replace the whole device until they are able to manufacture spare parts

So EXACTLY like the iMac Pro repair fiasco.

[nayman898]

1 minute ago, D13H4RD said:

They do have batteries though.

 

Which I find odd because batteries aren't one of those components that tend to be replaced within the first year of device ownership.

They are also easier and cheaper to mass produce than OLED displays and screens. It's all a cost game. They will come in time, but you might find better luck getting replacement parts third party and finding a computer repair store competent enough to do the repair. (but also ensure that if they f*** up that they replace your device)

Google Pixel 3 screen

Google Pixel 3 XL screen

Note: Those ARE NOT officially manufactured by Google, most likely a replication company that makes copies of other electronics to make money off repairs

[nayman898]

1 minute ago, Drak3 said:

So EXACTLY like the iMac Pro repair fiasco.

No, because Apple Had stock for the part, they REFUSED to provide it. Google Doesn't HAVE the stock for the part. If you purchased it from the google store, the $7 a month for protection is literally stupid not to get with an (almost) all glass phone

[avg123]

Just now, nayman898 said:

No, because Apple Had stock for the part, they REFUSED to provide it. Google Doesn't HAVE the stock for the part. If you purchased it from the google store, the $7 a month for protection is literally stupid not to get with an (almost) all glass phone

No Apple in Canada did not have stock for the part.

[D13H4RD]

2 minutes ago, nayman898 said:

They are also easier and cheaper to mass produce than OLED displays and screens. It's all a cost game. 

What about the rear glass panel though? 

 

Those shouldn't be too hard either. Well, minus the curved part 

[Drak3]

Just now, nayman898 said:

Apple Had stock for the part, they REFUSED to provide it.

The same exact thing can be said for Google. And they both are refusing to provide parts for the same reason: the early manufacturing runs were not over, so what were spares for run A might make up a deficit in run B.

[maartendc]

This is crazy. Seems like the product was rushed before it was ready then.

 

How on earth do you not have at least some spare parts in stock? Google should know better by now. This isn't their first phone.

 

Perhaps they had limited manufacturing capacity for the screens, so they could not spare any for the "repairs parts". I get it, but it still sucks. They cannot properly support their device.

[AlTech]

Oooooof.

 

That's a big issue considering the number of Pixel 3 and 3XL units sold.

[nayman898]

7 minutes ago, Drak3 said:

The same exact thing can be said for Google. And they both are refusing to provide parts for the same reason: the early manufacturing runs were not over, so what were spares for run A might make up a deficit in run B.

 

7 minutes ago, maartendc said:

This is crazy. Seems like the product was rushed before it was ready then.

 

How on earth do you not have at least some spare parts in stock? Google should know better by now. This isn't their first phone.

 

Perhaps they had limited manufacturing capacity for the screens, so they could not spare any for the "repairs parts". I get it, but it still sucks. They cannot properly support their device.

Don't get me wrong I would love to have day 1 replacement parts, but it is not realistic with ANY smartphone manufacturer. Samsung can't provide it, LG can't provide it, Huawei can't provide it. The only company that can is Apple, because they use Foxconn for production and make enough money on their bloated phone costs and utterly obedient following that they can afford to run extra manufacturing. Samsung when they offer "repairs" they replace your device rather than repairing it, and with a high deductible on the new device (s8 day after release with broken screen was $520 for replacement without a protection plan)

 

I am essentially saying that All manufacturers experience this, they are usually just better at keeping it quiet. This is not unique to Google

Edited November 9, 2018 by nayman898

[nayman898]

10 minutes ago, D13H4RD said:

What about the rear glass panel though? 

 

Those shouldn't be too hard either. Well, minus the curved part 

This one I believe is dependent on the production speeds of the Corning Gorilla glass that they use for the device. I am not sure on that one tbh

[D13H4RD]

7 minutes ago, nayman898 said:

 

Don't get me wrong I would love to have day 1 replacement parts, but it is not realistic with ANY smartphone manufacturer. Samsung can't provide it, LG can't provide it, Huawei can't provide it. The only company that can is Apple, because they use Foxconn for production and make enough money on their bloated phone costs and utterly obedient following that they can afford to run extra manufacturing. Samsung when they offer "repairs" they replace your device rather than repairing it, and with a high deductible on the new device (s8 day after release with broken screen was $520 for replacement without a protection plan)

 

I am essentially saying that All manufacturers experience this, they are usually just better at keeping it quiet. This is not unique to Google

Well, I’m not too sure.

 

Over here, Samsung stores a good amount of parts for even new phones. So the turnaround time is usually no more than a few days. My dad sent his phone in after it got damaged by coffee.

 

It was done in less than 24 hours. No BS, no trickery, no new device/refurb.

[nayman898]

7 minutes ago, D13H4RD said:

Well, I’m not too sure.

 

Over here, Samsung stores a good amount of parts for even new phones. So the turnaround time is usually no more than a few days. My dad sent his phone in after it got damaged by coffee.

 

It was done in less than 24 hours. No BS, no trickery, no new device/refurb.

Was it a Samsung store, or a Samsung Authorized Repair Center? I have never recieved parts for a Samsung device within the first 3 months of a new phone without special ordering the required parts. Like I said prior, if you get third party parts, then repairing is different.

[D13H4RD]

4 minutes ago, nayman898 said:

Was it a Samsung store, or a Samsung Authorized Repair Center? I have never recieved parts for a Samsung device within the first 3 months of a new phone without special ordering the required parts. Like I said prior, if you get third party parts, then repairing is different.

It was a direct Samsung Service Agent, owned and operated by Samsung.

 

They even called him to ask if he wanted a new battery as his was starting to bloat.

[nayman898]

Just now, D13H4RD said:

It was a direct Samsung Service Agent, owned and operated by Samsung.

So then it wasn't an authorized service center. Speaking from experience as an employee of a Samsung Authorized Repair center, they do not provide stock. Samsung stores must be different, and they are scarce in the United States outside of Large cities

[D13H4RD]

3 minutes ago, nayman898 said:

So then it wasn't an authorized service center. Speaking from experience as an employee of a Samsung Authorized Repair center, they do not provide stock. Samsung stores must be different, and they are scarce in the United States outside of Large cities

The problem with Google is not only how Google's official repair partners are scarce of parts and not even having a valid timeframe.

 

But Google themselves are not of any help as well. No timeframe, nothing. They'll instead direct you to their service partners, of which even they are left in the dark about parts availability.

 

A screen replacement is around $270 for a P3 XL. That's some good money right there.

[suicidalfranco]

the meme phone that just keeps giving

 

[Mooshi]

Are these adults or children? How can people be this careless? I've dropped my phone a few times before, but this case is for actual protection and not see fashion statement. It's a year old so far and not shattered within the first week.

[sof006]

3 hours ago, SC2Mitch said:

How the hell are people breaking their phones already? 

Because people are people. 

[D13H4RD]

33 minutes ago, Mooshi said:

Are these adults or children? How can people be this careless? I've dropped my phone a few times before, but this case is for actual protection and not see fashion statement. It's a year old so far and not shattered within the first week.

Because shit happens? 

 

Ironically, some of them dropped it because they were overly careful with it.