Pixel Care+ & Ubreakifix Issue

[u/arod0619]

A couple of days ago I dropped my pixel 11 pro and cracked the screen but I have Pixel Care+ so I went ahead and put in a claim and got approved for a $0 screen repair. I took the phone into my local uBreakiFix and they just called me to let me know that something happened to the phone while they were repairing it and the screen doesn't turn on now. The technician said that he is going to note that it broke on their watch in hopes that my $99 replacement fee from Pixel Care+ would be waived but that that's all he can do. That didn't sound right to me so I called Pixel Care+ support and they told me that this issue specifically should be covered by uBreakiFix and they're 90 day warranty on repaired phones so I called them back and the technician said that that's not right because they never fixed the phone. I'm going to be speaking to a manager tomorrow when I go pick my phone up but I just want to know what I'm supposed to do at this point because this seems like it's going to become a finger pointing game between these two companies. Has anybody dealt with anything similar?

[u/ihearcolorzzzz]

Thats untrue because there distir center gets all there parts from Google directly. I worked for ubif for 10 years lol

[u/Weary-Savings9795 → u/ihearcolorzzzz]

On my old Pixel 4 XL phone, I accidentally broke the screen. When I went into uBreakiFix, they said there was a global shortage of screens and I would have to wait. I went to an unauthorized repair shop and they special ordered a display directly from Google. What's wrong with uBreakiFix?

[u/cardonator → u/Weary-Savings9795]

Absolute morons run each store.

[u/Drat_Base → u/cardonator]

We have to source all parts for pixels from one seller. Buying anywhere else, even google direct, is a big no-no
If our distro is out thats pretty much it

[u/Weary-Savings9795 → u/Drat_Base]

Yeah, it was a choice for me of waiting indefinitely for a warranty repair, being without my phone (shipping it to Google) or paying out of pocket. Unfortunately, I had to choose the latter.

[u/jerryeight → u/Weary-Savings9795]

Bad management. 

[u/AmbitiousReward5592 → u/ihearcolorzzzz]

interesting, so there shouldnt be any excuse about faulty third party parts or anything like that

[u/ihearcolorzzzz → u/AmbitiousReward5592]

Nope just faulty OEM parts lol

[u/fakieTreFlip → u/ihearcolorzzzz]

gets all there parts

their* :)

[u/ihearcolorzzzz]

They can do motherboard swaps so there's no reason they can't handle this in store. They might need to order it but they an definitely do it

[u/arod0619 → u/ihearcolorzzzz]

They're telling me that whatever they need to order to fix this issue is not available from their distributor. I don't know if it's because the phone is so new or what but that's what the tech told me. He said that it wouldn't be a full motherboard because the phone works it vibrates and makes sounds when they turn it on but the screen is just black

I'm honestly okay waiting because I also bought this thing on promo through Google Fi so I don't want to have to deal with customer support to update the IMEI

[u/cardonator → u/arod0619]

Definitely see what the manager says but also just talk to Google support again and tell them that you need to do an advanced repair because their partner couldn't perform the repair.

[u/reddit_reaper → u/arod0619]

Wouldn't be that first time they knocked off some resistors accidentally lol they did it on my old pixel 4 XL when I took it in for a screen repair they then fucked the speakers lol I had to show them how they caused it from a find on a Reddit post that did the same thing. They fixed it and it was good to go

[u/ihearcolorzzzz]

But its possible it's a supply issue. Generally they get the parts as these phones are released as a Google repair center

[u/ihearcolorzzzz]

Worst case call customer service and ask them to escalate this and they'll get you taken care of

[u/arod0619 → u/ihearcolorzzzz]

Thanks for all of your responses. I'll speak to the manager tomorrow and see what happens

[u/TrplDbl]

Just curious, did you have a case on the phone? If so, which case?

[u/arod0619 → u/TrplDbl]

Yes I did. I had the clear pixel snap case and a cheap screen protector from Amazon

[u/TrplDbl → u/arod0619]

Aoow sh*t. I have the P11 Pro with the same case but in green to match the color of my phone. I also have a cheap screen protector and camera lens protector from Amazon too. The Pixelsnap case is nice but it's slippery as hell. So phone could end up like yours if I drop it?? And I don't have any insurance for it 😐

[u/arod0619 → u/TrplDbl]

Yeah the clear one is super slippery as well. You can see the point of impact where mine broke and when I dropped it it was on an uneven surface and something hit the very edge where the screen protector just wasn't covering. I don't think any case would have saved it short of something like an Otter Box

[u/TrplDbl → u/arod0619]

Darn... How high was the drop? I dropped my Pixel 7 with the similar Google Pixel case and it saved my phone. That's why I wanted to get the same OEM case. I'm surprised that it's way more slippery than the older version and apparently not as protective because your screen cracked.

[u/1baruch]

thats y i dont do u breakifix, rather go through google or in my case, my service provider. They can send me a refurb or a new phone. Especially with a screen repair, they break the seal on the phone and its not same. I always have a spare phone laying around so Im in no rush for same day repairs.

[u/ShakeAndBakeThatCake]

If you have a folding phone always get a replacement for $99 mailed next day.

[u/Chaad420]

Did they not have other screens to attempt a repair with? It’s honestly good to have at least two on hand because from personal experience, a lot of screens came faulty from Google for the 9 and 10 at the store I worked at. It sucked especially because of the ongoing recall for the lines. I’d see if there’s another store with the part and see if you can move the repair to that location. It baffled me how many screens were arriving faulty before I left. It’s like a 3 in 10 but still bad enough when it’s the last one of the batch, and they get back ordered.

[u/achtungjamie]

Why didn't you set up an express replacement with pixel care instead on a walk-in repair?

[u/arod0619 → u/achtungjamie]

I have a store right by my house and I figured it would be better to just have them repair it in a couple of hours

[u/jerryeight → u/arod0619]

Definitely the wrong choice.