Serious frustration with dead Pixel 3 (Active Edge issue?) and google support - any help here?

[mchisam]

My Pixel 3 got caught in some sort of Active Edge loop in which phone was continuously engaging assistant from phantom edge squeeze. Turn off Active Edge between loops eventually ceased the loop and phone seemed to work fine. A couple hours later attempting to initiate assistant with "hey google" command somehow shut the phone down. It's now dead (i've attempted all troubleshooting). 1 year warranty expired 30 days ago. Android 10 update a couple weeks ago.

I've spent some very frustrating hours on livechat with google support attempting to get some answers on what the process looks like to attempt a fix. Nearest Ubreakifix is 75 miles away, so I need to send in. In order to do so, it's going to take 7-10 days and apparently cost me $411 up front.

To me, this sounds like like a software issue as phone is pristine condition with no drops or water issues I can think of. Anyone have experience with google repairs? Not sure if language barrier or not, but agents can't seem to answer if I'm out at least $411 or not. If determined a software or hardware issue of no fault of user (me) is there any hope of replacement? I took advantage of a Verizon black friday deal last year and got locked into 2 year payment...thus regrettably now owe $400+ on the phone still so an assessing if need to forget about this phone and purchase new or even attempt repair.

After being long time iPhone user, I've become a HUGE fan of the Pixel. My experience here has me hugely doubting my long term relationship with google as I heavily rely on my phone and am missing ability to walk into Apple store for support.

 

[hallux]

To me, this sounds like like a software issue as phone is pristine condition with no drops or water issues I can think of.

Just because the device hasn't been dropped or exposed to water doesn't mean that a component hasn't failed. It happens, it's definitely unfortunate that it happened to your device just outside the warranty period. Have you done a factory reset of the device? Have you checked on the Pixel 3 sub-forum here to see if anyone else is having this issue? If it was an OS-level issue with the update I would think it would be reported there (I also don't see any traffic like this in a Google Fi Facebook group I'm a member of).

That said - that repair quote from Google seems quite high. I'm not sure what ubreakifix would charge for the repair, or if they even have the parts to repair such a fault, but I'd be curious if they did.

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[mustang7757]

The phone doesn't start up at all after it went dead?

 

[mchisam]

Completely dead, no signs of life. Tried reset button combos (wireless, plugged in and not, with multiple charging combinations). I found a small but newer thread on google support site with some dead phones from Android 10 update, but no signs of issues with Active Edge nor death upon assistant query. Sounds specific to my phone at this point.

If out of warranty, is there any shot of paying less than $400 for the diagnostic via mail? I'm not sure if worth it for me to take to local repair shop. At this point need phone and definitely don't want to pay google to tell me I have to buy a new phone anyways.

 

[IMANUT46]

If you have access to a Verizon store, meekly explain your tale of woe and politely plead them to take a look and see if there is a free or inexpensive solution. Just a thought.

 

[mustang7757]

Completely dead, no signs of life. Tried reset button combos (wireless, plugged in and not, with multiple charging combinations). I found a small but newer thread on google support site with some dead phones from Android 10 update, but no signs of issues with Active Edge nor death upon assistant query. Sounds specific to my phone at this point.

If out of warranty, is there any shot of paying less than $400 for the diagnostic via mail? I'm not sure if worth it for me to take to local repair shop. At this point need phone and definitely don't want to pay google to tell me I have to buy a new phone anyways.

Ifixit is a authorized place to fix Google phones , can try get a quote from them .

 

[mchisam]

Thanks guys. Have been to Verizon store (in person and phone tech) and have been deferred to manufacture.

Google support telling me ubreakifix is the only option in person (maybe because I'm in California?)

 

[Rukbat]

Finding a local shop that's expert in Pixels is unlikely (except for Ubreakifix). (I have the same problem - the nearest one is a little over 2 hours' drive away.)

It sounds as it it's a software problem (the active edge loop), but unless you can get it turned on, and the bootloader is already unlocked, you're out of luck. If you can get it turned on and the bootloader isn't unlocked, and it's still in a loop, your only option would be a JTAG to force a new ROM into the phone. If you can't get it to turn on, you're stuck with doing it Google's way or replacing the phone. (I assume that you've left it plugged in for a few hours, so you're certain that it's not fully discharged.)

If you can get it to the point of unlocking the bootloader (in Debugging options), you can get the ROM at Google | Factory Images for Nexus and Pixel Devices. Just flash it (it has its own .bat or .sh file to do the flashing - you just need a computer or laptop).

(Note: Unlocking the bootloader wipes the phone, so if your apps and data aren't backed up, you'll lose them.)

 

[IMANUT46]

Thanks guys. Have been to Verizon store (in person and phone tech) and have been deferred to manufacture.

Google support telling me ubreakifix is the only option in person (maybe because I'm in California?)

Sorry. The Verizon store here has been very accomodating during the last 15 years we have had their phone even though I didn't buy all my phones at the same store. All the stores were company stores not franchises. I guess all of them are not the same.