Google's deplorable handling of the Pixel 3 screen flash issue may be coming to an end

[Technerd108]

I have been a Google fan for years. Had Nexus 5, Nexus 7 tablet, and many Android phones over the years and I bought my first Pixel-the 3xl on Black Friday. I was super excited when FedEx came only to realize that the phone was stolen in transit. Second phone had flashing screen, 3rd phone had pink tint on bottom of screen, and I had to spend multiple hours and multiple holds on my credit card to finally get a working refurbished unit. Nothing for my time or frustration. Also the replacement process even expedited was slow.

This was the single worst mobile phone experience of my entire life!

Now contrast that with the Samsung Galaxy S10+ for $50 more than I paid for my Pixel on sale and I got a working phone out the box, double the ram and double the internal storage and a free set of Galaxy buds plus a high trade in value!!

Let's just say it will take a lot to ever get me to consider a Pixel again and I love stock Android and fast updates.

Google is going to lose a lot of customers over this as I know my story is not unique.

 

[EdisonBH]

What you fail to address in your article is the fact that while the camera is good, the Pixel 3 is TERRIBLE at making phone calls. I know firsthand because call quality issues affect mine as well as thousands of other people. Yet another issue that Google has failed to properly address (going on 3 months for me). Never had this issue with my Pixel or Pixel 2!

 

[Wildcat2121]

Who gives a flying hoot about the flashing!? How about the fact that the phone microphone doesn't work during calls for no good reason ???
ITS A CELL PHONE. FOR MAKING PHONE CALLS.
I'm a fan of the pixel 3, but having the other person not hear me on a call when I have full bars and it's solely because Google screwed that part up in the development of it's product? Indefensible.
Fix this, please.

 

[Chands]

So me and I'm sure a magnitude order of others more than those who have this issue, don't have this issue. But I guess that's what news is all about these days, bad news. Yawn.

Just like the pixel 2, turn it an angle that no one uses day to day and it's a blueish hue. I tried and looked at my pixel 2 and hey, they were right. But luckily I look at my pixel perpendicular to the screen so phew, lucky me.

 

[Whatisthematrix]

I've been managing a Bell Mobility store for 8 years and I can tell you that there have ALWAYS been problems with the Nexus and Pixel phones. I've dealt with so many of my customers who experienced issues that I just can't (and refuse to) recommend any of their phones. And contrast to Apple, customer service from Google is pathetic.

If Bell didn't force me to carry them in my store, I wouldn't have them at all. As it is, I carry one or two in stock just to honestly say I have them (for those that REALLY want one). If more than that really want one, I tell the customer that I will have to order it and it will take up to two weeks to arrive. Hopefully, at that point, I can convince them to make a smarter and better choice. With Google phones, it's not a matter of IF something will fail, but WHEN...

 

[Chands]

I've had nexus phones since nexus 4 .. never had any issues .. here in the UK orders are prompt , no issues ... Technical or otherwise. I must be the only person in the world .

 

[Abraham M]

As bad as Google seems to be, at least they're not LG, who didn't repair or replace their multiple phones with bootloop issues. Even when they were still in the warranty period. I used to like LG, but after they will never get my money. At least Google is likely going to fix this, even if they take long to do so.

But reading these comments I've decided to stay away from Pixels as well. Even if they fix these issues, they clearly have bad customer service. You shouldn't have to jump through hoops to get something fixed on a product you're paying a premium price for.

 

[Abraham M]

Another huge issue with Pixel 3 is that the camera cannot handle backlighting. Bright background including cloudy bright clouds results in underexposed subject or foreground. There is regrettably no way to compensate, no way to adjust the aperture. This is completely unacceptable.

Is this the same Neil Evans from Kinda Funny?

 

[urbanman2004]

Google charging premium prices for substandard hardware/software. I got a taste of it with my very first Google Nexus 5 (LG fabrication) where the On/Off power button broke causing boot loops few months after the warranty expired. That would of been expected of a sub $200 less expensive phone but not a $450 phone at the time. Never had problems with my Samsung, Asus, OnePlus hardware. Avoid Google phones at all costs. Sub-par quality control with premium prices

The fact that Google's Pixel tries so hard to be an iPhone (the notch and no microSD expansion) should have been a clear tell tale sign that it's not worth touching, especially speaking for myself.

 

[reflux]

I've had nothing but good luck with Google Nexus and Pixel phones. I've owned every Nexus and Pixel phone since the Google Nexus 4. I've had to replace 1 phone with an issue and they replaced it without any fuss what so ever. Every time I contact support they always give me a great experience. Maybe you just don't treat them with respect when you contact them. As someone who worked in the customer service industry sometimes you just don't treat customers the same simply because of how they treat you. It's a stressful enough job as it is without having someone angry at you for something you have no control over. Next time you talk with support just let them know what you've done to try to fix the issue yourself and then let them walk you through any advice that they have and see if it helps. If it doesn't and you don't get mad at them, they usually have no problem replacing it.

I can assure you that I am a mild-mannered person and I do not shout at people on the phone, because it's pointless and achieves nothing. But it's nice that you've assumed I'm an earbasher anyway, so let me make my experience clear. I discussed with them (repeatedly) what was wrong with the phone, both over email and on calls. I also explained to them that I had tried various methods to fix the issue by myself (including a factory reset) and I had got nowhere. They did not care. I got the same set of excuses every time, despite being polite and responding to their messages promptly. This is what they sent:

1) "we can't give you an RMA because every single phone has this problem" - this is nonsense - my friend's identical phone did not

2) "we are working on a software fix but we can't tell you when it will be released and we don't know if it will come to the next version of Android" - this is hopelessly vague and isn't a sufficient answer for what is clearly a hardware issue

3) "this is normal behaviour for the phone's speakers" - I refused to accept this, because I knew my friend's phone didn't do it and no other phone I've ever owned has had this problem

I have owned every Google phone since the Nexus One. I had issues with the Nexus 5 and the 6P and I got a replacement sent out to me next day. But with the Pixel 2XL, it was very clear that Google did not want to fix or replace my phone, and did not care about retaining me as a customer. Thus, I went out and bought a OnePlus 6. It was nearly half the cost of the Pixel 2XL and works perfectly. I am happy with my choice.

I am not saying that everyone will always have a bad experience with Google support, but I have had more experience than most and it is clear to me that they have changed the way they operate and customer service is no longer a priority.

 

[frednice]

Deplorable indeed, and the April security patch has NOT FIXED the bug: https://imgur.com/VLNUKRt

 

[TJ Singh]

Currently on my 3rd Pixel 3 from Google in less than 10 months. All phones have this problem.. doesn't seem to go away. I received my 3rd refurbished phone and within 2 days the issue occurred again. I have emailed Google requesting a refund and do not want to continue with the phone anymore. I am currently waiting on a reply from Google.

 

[Joe Smart]

Currently on my 3rd Pixel 3 from Google in less than 10 months. All phones have this problem.. doesn't seem to go away. I received my 3rd refurbished phone and within 2 days the issue occurred again. I have emailed Google requesting a refund and do not want to continue with the phone anymore. I am currently waiting on a reply from Google.

Google has been doing this since the Nexus 6P and it's something else the tech press has ignored. The reason you are on your third Pixel 3 so far is that Google plays a shell game with phones that are returned as defective, sending them back out to other customers who do a warranty return. Phone owners who have done an RMA with Google have reported getting one defective phone after another from Google more than a half dozen times. If you make enough of a stink and demand either a brand new replacement phone or a full refund you might get lucky--it eventually worked for me--but if you allow Google to keep sending you refurbished replacement phones don't be surprised when they turn out to be defective.