Google Pixel 3 XL warranty - phone-less since August 18th

I've been without a phone since 18th August 2019 and have been using my old Pixel 1. They sent me a replacement on September 3rd but it was pink instead of black. They sent the pink one because they are out of stock of the black but on September 8th they claim that it is now in stock and that I should send it in again. That was the last time I saw my phone.

I have contacted the support line via online chat, email and over the phone. They keep promising me a resolution of 24-48 hours, I have been on the phone with them for 1-2 hours (3-4 times) only to get nowhere other than a resolution of having to wait 24-48 hours.

They keep mentioning that it's been escalated and only the shipping team know the resolution. I have been in contact with 10+ customer service reps, various managers and they are all mentioning that they are not privvy on what's happening to my phone as it is being handled by "Nicole" and the shipping and refunds team. Eventually I got in touch with the shipping team with a guy named "Andy" who told me Nicole's work schedule. I've never spoken to Nicole over the phone other than via email, she always mentions that she will call me within the day but she never does, she has said multiple times that I can be rest assured that this issue has been "escalated" and that she is not privvy to certain information because it is being handled by the escalation team. I tried ringing during Nicole's work schedule but now the shipping team is not flat out refusing to talk to me. I was on the phone with the customer service team for one hour yesterday and they said I have to wait another 24-48 hours. The manager "Jean" was getting rather impatient with me and kept repeating that I have to wait 24-48 hours. I have filled out a form with the ACCC but it says that it will take up to 15 business days. I believe the issue is that they are out of stock of Google Pixel XL 3 128gb.

I will call them again 24-48 hours after my call yesterday. Any suggestions on how I can get my phone back?

(edit: Just found a thread on Reddit with people in Canada with similar issues,


  • If they cannot provide a replacement within a timely period you should be asking for a refund.

  • +1

    Meh, I'd have just kept the pink one - put a case one it… Who cares?!

  • I've been without a phone since 18th August 2018 …

    You’ve been without a phone for almost 15 months?

    • Oops 2019

  • Is replacement brand new or second hand.
    When they send black will it be new