Pixel 3XL coming apart

[patruns]

Has anyone experienced this? Seems to be pushing out over the battery.

 

[Javier P]

Ugh, that could be caused by a swollen battery. I'd recommend you to avoid charging, or even using the phone, and take it to a repair shop as soon as possible.

 

[patruns]

Just got off Pixel and Google Fi support. This was the result:

You’re connected with agent Kristina.
5:31 PM
K
Thanks for contacting Google Support. My name is Kristina.
Kristina · 5:31 PM
Good evening
5:32 PM
K
Hi, Patrick. In case you need to refer to this chat interaction in the future, please take note of the following ID 4-8537000031042.
Good Evening!
I understand that the device battery is swollen.
Kristina · 5:32 PM
correct. Pixel 3XL
5:32 PM
K
Thanks for confirming.
Kristina · 5:32 PM
PXL_20210608_211403576.jpg
5:32 PM
K
Thanks for the picture.
I'd like to consult our specialist team regarding this.
Kristina · 5:33 PM
ok
5:33 PM
K
Before that, would you mind helping me with few details?
Kristina · 5:33 PM
sure
5:34 PM
K
Appreciate it.
Please help me with the IMEI number of your device. It's a 15 digit number.
Kristina · 5:34 PM
hang on
5:34 PM
K
You can find it below:
1. Go to Settings >> About phone >> IMEI information.
2. By typing *#06# on the dial pad.
3. On the SIM tray.
Kristina · 5:34 PM
99012015172122
5:35 PM
K
Thank you.
Kristina · 5:35 PM
990012015172122
5:35 PM
K
Thanks for that.
Upon checking, I see that the device was purchased through Google Fi.
Kristina · 5:36 PM
Correct
5:36 PM
K
Thanks for letting me know.
We have a dedicated team who can help you with this.
Please stay online while I connect you to them.
Kristina · 5:37 PM
ok
5:37 PM
You’re connected with agent Jay.
5:39 PM
Kristina left the chat.
5:39 PM
J
Hi, Patrick. Thank you for being part of Google Fi.
Jay · 5:39 PM
welcome
5:39 PM
J
I understand your battery is swollen correct?
Jay · 5:40 PM
correct. Can you see the picture I sent Kristina?
5:40 PM
J
Yes.
Alright, I see you don't have device protection.
Jay · 5:41 PM
I do not
5:41 PM
J
And the device isn't in warranty. What did you want to accomplish?
Jay · 5:42 PM
Well, this is not normal wear and tear. I have a potentially explosive phone in my posession. I was hoping you might replace it with a refurbished phone.
5:43 PM
J
Unfortunately, without device protection or a warranty this isn't possible.
You may want to buy another device and trade in the device you have to see if it has any value at all.
Jay · 5:44 PM
So Google is willing to accept the liability if this explodes and either causes a fire or injures someone? Take a look at my account. I have been a loyal Google customer for years and a loyal Fi customer.
This is not normal.
5:45 PM
J
I understand that. And we here at Google appreciate your loyalty but there are rules in place. It's clear that you do not have what's needed to get a new device to you. And it is also clear that you know there is something wrong with your device to the point that it is potentially harmful. This let's me know that you know you should get a new device and not use the device in question. So, your only avenue at this time is to either buy another device or attempt to trade in your device to go toward buying a device.
Jay · 5:50 PM
I will remember to recall this conversation when I am in the Fi forums. Good night!
5:51 PM
J
Thank you for understanding.
Jay left the chat.
5:52 PM
Thanks for contacting Google Fi chat support. Your chat session is now complete.
Jay · 5:52 PM
The session has ended.
5:52 PM

 

[Javier P]

Just remember the important thing, a swollen battery can be dangerous. Don't charge it.

 

[FF22]

I have replaced the battery myself on two devices and had a repair shop replace my Z30 (BB) battery three times. Batteries do fail. Lithium batteries can be dangerous.

 

[anthonium]

Just got off Pixel and Google Fi support. This was the result:

You’re connected with agent Kristina.
5:31 PM
K
Thanks for contacting Google Support. My name is Kristina.
Kristina · 5:31 PM
Good evening
5:32 PM
K
Hi, Patrick. In case you need to refer to this chat interaction in the future, please take note of the following ID 4-8537000031042.
Good Evening!
I understand that the device battery is swollen.
Kristina · 5:32 PM
correct. Pixel 3XL
5:32 PM
K
Thanks for confirming.
Kristina · 5:32 PM
PXL_20210608_211403576.jpg
5:32 PM
K
Thanks for the picture.
I'd like to consult our specialist team regarding this.
Kristina · 5:33 PM
ok
5:33 PM
K
Before that, would you mind helping me with few details?
Kristina · 5:33 PM
sure
5:34 PM
K
Appreciate it.
Please help me with the IMEI number of your device. It's a 15 digit number.
Kristina · 5:34 PM
hang on
5:34 PM
K
You can find it below:
1. Go to Settings >> About phone >> IMEI information.
2. By typing *#06# on the dial pad.
3. On the SIM tray.
Kristina · 5:34 PM
99012015172122
5:35 PM
K
Thank you.
Kristina · 5:35 PM
990012015172122
5:35 PM
K
Thanks for that.
Upon checking, I see that the device was purchased through Google Fi.
Kristina · 5:36 PM
Correct
5:36 PM
K
Thanks for letting me know.
We have a dedicated team who can help you with this.
Please stay online while I connect you to them.
Kristina · 5:37 PM
ok
5:37 PM
You’re connected with agent Jay.
5:39 PM
Kristina left the chat.
5:39 PM
J
Hi, Patrick. Thank you for being part of Google Fi.
Jay · 5:39 PM
welcome
5:39 PM
J
I understand your battery is swollen correct?
Jay · 5:40 PM
correct. Can you see the picture I sent Kristina?
5:40 PM
J
Yes.
Alright, I see you don't have device protection.
Jay · 5:41 PM
I do not
5:41 PM
J
And the device isn't in warranty. What did you want to accomplish?
Jay · 5:42 PM
Well, this is not normal wear and tear. I have a potentially explosive phone in my posession. I was hoping you might replace it with a refurbished phone.
5:43 PM
J
Unfortunately, without device protection or a warranty this isn't possible.
You may want to buy another device and trade in the device you have to see if it has any value at all.
Jay · 5:44 PM
So Google is willing to accept the liability if this explodes and either causes a fire or injures someone? Take a look at my account. I have been a loyal Google customer for years and a loyal Fi customer.
This is not normal.
5:45 PM
J
I understand that. And we here at Google appreciate your loyalty but there are rules in place. It's clear that you do not have what's needed to get a new device to you. And it is also clear that you know there is something wrong with your device to the point that it is potentially harmful. This let's me know that you know you should get a new device and not use the device in question. So, your only avenue at this time is to either buy another device or attempt to trade in your device to go toward buying a device.
Jay · 5:50 PM
I will remember to recall this conversation when I am in the Fi forums. Good night!
5:51 PM
J
Thank you for understanding.
Jay left the chat.
5:52 PM
Thanks for contacting Google Fi chat support. Your chat session is now complete.
Jay · 5:52 PM
The session has ended.
5:52 PM

While Google can't do much in situations like these (as far as being out of warranty goes) I am appalled by the lack of sympathy coming from the Google rep. There are better ways to address people even when things are out of your hands. Unbelievable.

If you are on a budget I would recommend a used device from Swappa's site. Just make sure the seller has good reviews. Or maybe a new Pixel 4A.

I hope you have immediately stopped using your current device. Best of wishes!

 

[B. Diddy]

It's unfortunate that this happened, but I don't think there'd be any reason to expect Google or any other manufacturer to respond differently. That phone is presumably beyond its warranty period, and even if it were, I think battery failures often aren't covered by warranty. This is why I always go for the extended protection plan (either from Google, or from 3rd party insurance plans like SquareTrade), which will cover these kinds of things.

 

[belodion]

I can’t myself see anything wrong with what the Google reps said, as reported above.

 

[patruns]

To be clear, this was a Google Fi rep. I started with a Pixel rep and she seemed sympathetic and was going to discuss with her manager. Then she saw I bought it from Fi and handed me over. No love at Fi support. In any event, I bought a new XL from Amazon for $220. Not looking forward to setting it up and transferring everything.