You’re connected with agent Peter R.
1:46 AM
P
Thanks for contacting Google support. My name is Peter R.
Hi, Paul In case you need to refer to this chat interaction in the future, please take note of the following ID {1-XXXXXXXXXXXXX}.
I understand that your device becomes unresponsive in EDL mode.
Not to rush you, are we still connected?
Peter R · 1:49 AM

Yes
1:49 AM
P

Is the device currently turned on at the moment?
Peter R · 1:50 AM

To be clear, my phone isn't having an issue. It is a Pixel 3 which is being afflicted by this common problem where the phone completely dies: https://issuetracker.google.com/issues/192008282 I am chatting with you because rather than wait for my phone to die in a bad real-life situation, I'm wondering what is being done and what I can do proactively. Is there a software update that fixes the problem? Is anything like that on the radar? I hear others are getting their phones replaced or the cost of device credited. But with phones being very commonly linked to personal security, like 2-Factor Authentication, this problem with the Pixel 3's dying is disastrous so I hope you can see why I'm trying to get information before my phone dies.
1:53 AM
P

Thanks for clarifying the issue. Please allow me 3-5 minutes to check for the information.
Peter R · 1:54 AM

Ok
1:55 AM
P

Thank you for staying connected. I appreciate your patience.
I've checked the details. I understand that currently you're not facing any issue with the device at device.
Peter R · 2:04 AM

Correct - as mentioned, this is an increasingly common issue affecting thousands with Pixel 3 & 3XL phones. and due to the nature of it being sudden and expected failure of the device, that's why I'm reaching out, I hope you understand that the situation is concerning. So if there is advisory/direction for device owners like me, I'd appreciate it.
2:07 AM
P

However, I understand your concern. I would like you to submit feedback for this.
Let's submit the feedback together.
This feedback is directly delivered to our developers and I'll be forwarding your feedback to my higher support team.
Be rest assured, this issue will be looked into and might be addressed with the new update.
To send feedback from your Pixel device:
Open the device's Settings app.
Tap on System > About phone > Send feedback about this device.
Type your feedback.
To include your system logs, check the "Include system logs" box. These logs help Google when you report a technical issue.
Tap on the Send icon. Your message, system information, and email address (if you're signed in) will be sent to Google.
Peter R · 2:08 AM

Thanks Peter, but I do not feel as though my data point will be of any significance in the matter. I am fine with not submitting feedback. Hundreds of others others already have. Google is already aware that they're facing potential class action suit. I know Google is taking this very seriously and developers are working on it. I am just here to confirm what your support team's stance is on the devices at this time, and see if there's anything that can be done to fix/correct/prevent the issue. Am I to understand that you don't have any direction for me as far as fixing/correcting/preventing the issue, presently?
2:11 AM
P

Yes, currently we do not have any such update from the technical team yet about this issue. However, I'll definitely pass this as feedback to our technical team.
Peter R · 2:14 AM

Thanks Peter, that satisfies me for today, and this is not at all meant as a "gotcha". I very much enjoy my Pixel phone and Google products and services in general. Just trying to be prepared. As I said, many are affected, some have had their phone die while traveling, lost previous memories, lost data that only existed on the device, 2-Factor authentication, so overall it is concerning. If there is nothing for today, we are set and you've been of great help checking on it for me.
2:15 AM
P

Pleasure is all mine to assist you today. Is there anything else I can help you with today?
Peter R · 2:16 AM

No that's all, thanks again, you have a good rest of your day
2:16 AM
P

Thanks for contacting Google! There’s a short survey coming up, we’d love to hear your feedback about our interaction today. Have a great day!
Peter R left the chat.
2:16 AM
Thanks for chatting! Let us know how we did:
Peter R · 2:16 AM