As my wife and I discovered this week, Google and uBreakiFix are simply not ready to repair broken Google Pixel 3 and Pixel 3 XL devices. Until I am, you may want to be more careful than usual to avoid what happened to you …
This week I received a terrible message from my wife, what all tech owners fear . His Pixel 3 XL met the cement and made a bad first impression, ruining the rear glass . The beautiful "Not Pink" glass was now a shell of itself. Fortunately, we were well informed about our options on what to do about it, but it did not go very well.
The Google Store repair center page was our first destination, but at the time of writing this document does not claim to offer Pixel 3 or 3 XL repairs. This is not a good sign. In front of this, we immediately contacted the Google Store to find out what to do next. After receiving the complete runaround, they finally rejected us, saying to contact uBreakiFix.
At the moment, the support page for official out-of-warranty repairs by Google did not list any repair services for Pixel 3, but since uBreakiFix was added to the list. I've been a Google partner for a long time, offering same-day repairs to the original Pixel and Pixel 2 phones. We have a location near New Orleans, so that was the next destination.
We booked an online repair appointment and left. Before our arrival, the uBreakiFix store called to inform us that it does not offer the same day service, but that it should have evaluated the damage. After the evaluation, they gave us a price of $ 1
Today, three days later, we were greeted by a call informing us that uBreakiFix has no idea when the necessary parts will come in. The only part of Pixel 3 that they could get their hands on is the battery.
Long story short: Google does not fix the non-working Google Pixel 3 and Pixel 3 XL units yet, and instead sends people to uBreakiFix. Our local uBreakiFix is currently out of stock and we do not even expect to get repair components – except the battery – for Pixel 3 or Pixel 3 XL in the near future. This means that my wife's new phone is currently damaged without appeal. (Another national repair service, Puls, can also repair Pixel 3 devices, but currently only in San Francisco.)
Again, this is not an isolated case. There's a handful of Reddit reports from users who can not get their device repaired by uBreakiFix. A report requires a one month waiting period to repair the device. Another cite uBreakiFix as not being able to get the adhesive needed to reattach the rear glass. This is clearly a widespread problem.
Update : An uBreakiFix representative contacted a comment, clarifying the situation behind delays, including the current method for stores for service devices.
In full transparency, it is temporarily a limited quantity of OEM Pixel 3 and Pixel 3 XL displays, and we expect to have these parts available at each uBreakiFix location for same-day repairs in the coming weeks. To clarify, uBreakiFix stores are currently able to recharge these parts from our distribution center, and this is what you and your readers can expect until there is an adequate supply in each store, that will allow us to provide the same day repair service for these devices. We have outlined this process to all our stores, and we want to make sure that your readers are aware that they can consider the Pixel 3 and Pixel 3 XL devices.
It is interesting to me that this is a night delivery option was not mentioned by our local store, but aligns with the positive experience of uBreakiFix that some readers have reported in the comments. If you find yourself with a broken device, offer uBreakiFix a chance, and mention the ability overnight if they do not.
The uBreakiFix representative said he would update me when repairs are available on the same day.  Full disclosure: uBreakiFix also included an offer to repair my wife's device for free.
(To be clear, if you have problems with Pixel 3 that are not accidental damage and that are covered by warranty, Google Customer Service has been mostly satisfactory in meeting this need for buyers – I'm talking about damage discovered if it was not obvious.)
All in all, this is a poor customer service for a company that tries to sell a phone that is made of fragile glass at a price that is unquestionably a premium. Presumably this will soon be resolved, but for now it is not the right time to be a Pixel owner who made this the all-too-common mistake. Put a case on your Pixel 3 or Pixel 3 XL if you do not want this to happen to you.
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