Pixel 2 XL - Mushy Power Button

[GSDer]

Anyone notice any issues with their Power button?
For the last week or so I've noticed a 'mushy' feeling to the Power button: when I press it normally (in the middle) it doesn't have a positive feel, and I don't hear/feel the click that it used to make. It still seems to work normally but I often find myself looking down at the screen to make sure that it turned off (locked; not fully powered off). If I press near the bottom of the Power button then I do feel/hear the normal click.

The Power button doesn't seem to be recessed or stuck in any measurable fashion; it just feels mushy.

I contacted Google support through the chat feature and the support person said she couldn't help me after she found out that I have the Android P Beta 2 (DP3) installed. She told me that wasn't intended to be installed by device users, only developers, and that she couldn't continue to troubleshoot the problem because of that - go figure.

Anyway, phone has lived in a holster/case combination from the day I purchased it in late December. No drops, no water, etc.

 

[TraderGary]

Not supporting a beta or supporting hardware running a beta is standard procedure for any company.

A beta is not released to let the user enjoy new software before anyone else. A beta is released to test software that's in development for bugs, plain and simple.

Never load beta software on any device you actually depend on to function as it should.

 

[Nauga]

I contacted Google support through the chat feature and the support person said she couldn't help me after she found out that I have the Android P Beta 2 (DP3) installed. She told me that wasn't intended to be installed by device users, only developers, and that she couldn't continue to troubleshoot the problem because of that - go figure.

She's fulla beans. Beta software isn't going to generate a hardware issue, and your phone's software is not responsible for producing the click you heard when you pressed that button. That's a property of the button and the assembly behind it. Get back to Google support and tell them your Power button feels like its coming loose and that it shouldn't because the phone's not even a year old.

 

[TraderGary]

She's fulla beans. Beta software isn't going to generate a hardware issue, and your phone's software is not responsible for producing the click you heard when you pressed that button. That's a property of the button and the assembly behind it. Get back to Google support and tell them your Power button feels like its coming loose and that it shouldn't because the phone's not even a year old.

It's simple. Load current released supported software back on your phone and you will get support. Demand support while running beta software and you won't get it. That's company policy for any company and you aren't going to change it.

 

[cbreze]

Why even tell them what you're runing? It's a mushy button after all, mushy hardware not mushy software. I don't see why running "P" or whatever is relevant to the issue. I wouldn't have mentioned it.

 

[TraderGary]

In his first post GSDer said he had told support that he was running beta software. One of the first questions support will usually ask is what version of the operating system are you using in order to rule out version related software problems.

 

[cbreze]

I get that they would ask, it's part of their script they run thru. But since it is irrelevant to the issue I'd have said "O". Maybe not being truthful but since it's not the issue what OS version is running what's the diff? And if the phone is returned it gets wiped, Anyway, just my 2 cents.

 

[YankInDaSouth]

I know exactly what you mean OP! I've noticed that my power button certainly isn't as clicky as it was ... Can sometimes cause an issue when trying to quick launch the camera but nothing too terrible.

Oh, I'm on the official build too, not like software has anything to do with the power button

 

[Mike Dee]

Why even tell them what you're runing? It's a mushy button after all, mushy hardware not mushy software. I don't see why running "P" or whatever is relevant to the issue. I wouldn't have mentioned it.

Once they remote into your phone they can tell what you're running anyway.

 

[cbreze]

Don't you need some app for that to happen?

 

[Mike Dee]

Don't you need some app for that to happen?

No. They sometimes connect to your phone on the support line...only with your permission. If I was the OP, I would revert back to 8.0 to get support even though we know it's hardware

 

[cbreze]

Gives them an out to refuse service. Win-win for them. Like you said it's Hardware not software anyway. No reason at all they would need to connect into someone's software on their phone to diagnose a mushy button?
This has been a good thread as a heads up for any future possible hardware problems someone might need addressed by Google service dept.

 

[Mike Dee]

Gives them an out to refuse service. Win-win for them. Like you said it's Hardware not software anyway. No reason at all they would need to connect into someone's software on their phone to diagnose a mushy button?
This has been a good thread as a heads up for any future possible hardware problems someone might need addressed by Google service dept.

Yeah....they follow a script.

 

[Joe Zambito]

I'm in the same boat. Didn't think hardware issues would be denied based on software issues. Seems dumb.

 

[TraderGary]

I'm in the same boat. Didn't think hardware issues would be denied based on software issues. Seems dumb.

A bad physical button or switch is obviously not a software problem. We know that. But for support reasons a company has to draw an absolute line on beta software and cannot start making exceptions. Google cannot support beta software that can be riddled with bugs at any given time and as a beta progresses, it becomes a constantly moving target. Just think about it for a minute. A company has to draw this line! No support if you are running a beta operating system. Full support if you are running a current release operating system. Period. No exceptions.

If you're going to run beta software you have to accept the fact that you will have no support. They tell you that right up front. As a beta tester your job is simply to report bugs and for that you get to see things that are in development that may or may not be in the final release.

All you have to do is run a supported version of the operating system to get full support again!

 

[sleepnclass]

Anyone notice any issues with their Power button?
For the last week or so I've noticed a 'mushy' feeling to the Power button: when I press it normally (in the middle) it doesn't have a positive feel, and I don't hear/feel the click that it used to make. It still seems to work normally but I often find myself looking down at the screen to make sure that it turned off (locked; not fully powered off). If I press near the bottom of the Power button then I do feel/hear the normal click.

The Power button doesn't seem to be recessed or stuck in any measurable fashion; it just feels mushy.

I contacted Google support through the chat feature and the support person said she couldn't help me after she found out that I have the Android P Beta 2 (DP3) installed. She told me that wasn't intended to be installed by device users, only developers, and that she couldn't continue to troubleshoot the problem because of that - go figure.

Anyway, phone has lived in a holster/case combination from the day I purchased it in late December. No drops, no water, etc.

Sorry to hear op. This happened with my note and Samsung's only solution was to ship it to Korea for three weeks. Have you tried to gently clean it with like a lens wipe? Maybe something stuck in there like goo?

It helped with my note a little but not much.

 

[Almeuit]

No issues here so far.

 

[Nauga]

I just did a chat with Google support because the exchange in this thread has really been bugging me.

I asked for a Yes or No response to this question: "Is it true that I cannot expect to receive any help from Google support for something like a malfunctioning Power button as long as I am running Android P beta software on my phone?"

SerenaB was very polite and did her best to keep me engaged; the someone's-typing periods rarely went dead. She first re-affirmed Support's desire for people to revert to O because the reps are not trained to deal with P beta software. However, she then wrote that because I needed help with a hardware issue that she would be happy to help and could I please describe the problem I was having.

At this point I felt like an *** and had to politely bail on the chat, during which time she even gave me a link to the beta program if I wanted to look for DP4.

Still and all, she satisfied my basic belief that any customer service rep with a brain and a willingness to do her job would not rush to hide behind the most convenient policy at hand in the face of a simple request for help.

 

[TraderGary]

I just did a chat with Google support because the exchange in this thread has really been bugging me.

I asked for a Yes or No response to this question: "Is it true that I cannot expect to receive any help from Google support for something like a malfunctioning Power button as long as I am running Android P beta software on my phone?"

SerenaB was very polite and did her best to keep me engaged; the someone's-typing periods rarely went dead. She first re-affirmed Support's desire for people to revert to O because the reps are not trained to deal with P beta software. However, she then wrote that because I needed help with a hardware issue that she would be happy to help and could I please describe the problem I was having.

At this point I felt like an *** and had to politely bail on the chat, during which time she even gave me a link to the beta program if I wanted to look for DP4.

Still and all, she satisfied my basic belief that any customer service rep with a brain and a willingness to do her job would not rush to hide behind the most convenient policy at hand in the face of a simple request for help.

I retired as a Senior Microsoft Software Engineer. When I retired, what I've talked about in this thread was strict company policy. Obviously Google's policy is much looser and you've shown that Google beta testers should expect support. I'll now gracefully bow out of the thread.

 

[Mike Dee]

I just did a chat with Google support because the exchange in this thread has really been bugging me.

I asked for a Yes or No response to this question: "Is it true that I cannot expect to receive any help from Google support for something like a malfunctioning Power button as long as I am running Android P beta software on my phone?"

SerenaB was very polite and did her best to keep me engaged; the someone's-typing periods rarely went dead. She first re-affirmed Support's desire for people to revert to O because the reps are not trained to deal with P beta software. However, she then wrote that because I needed help with a hardware issue that she would be happy to help and could I please describe the problem I was having.

At this point I felt like an *** and had to politely bail on the chat, during which time she even gave me a link to the beta program if I wanted to look for DP4.

Still and all, she satisfied my basic belief that any customer service rep with a brain and a willingness to do her job would not rush to hide behind the most convenient policy at hand in the face of a simple request for help.

In general, it often depends on who you get and how you approach