After so many years building your own phones, Google still has some of the inherent problems with hardware manufacturing. The days when you could not find a pixel in the stores are long gone, but that does not mean Google has been able to sell boatloads of Pixel phones since the first model.
Even so, Google has introduced a new generation of devices in more markets than ever before, but Pixel 3 and Pixel 3 XL were plagued by various issues when Google hit the market, which was fixed by software updates. However, if you drop the brand new phone, which can be north of $ 900, you're alone. Google can not help you, and so does repair shops that replace the damaged glass.
It's no witchcraft to fix smartphones that break up in accidental crashes for these repair centers, and the procedure is usually pretty simple. They bring the damaged device with them, pay for the repairs, and they do it. However, Google and its partners are not yet able to do this as spare parts are not available.
Two different accounts, including a report from 9to5Google A post on Reddit states that Google is not yet prepared for accidents and repairers may have similar problems.
To cut a long story short, Google does not fix broken Google Pixel 3 and Pixel 3 XL units, but sends people to uBreakiFix. Our local uBreakiFix is currently out of stock and does not even expect repair components for the Pixel 3 or Pixel 3 XL for the foreseeable future. This means that my wife's new phone is currently damaged without recourse. (Another national repair service, Puls, can also repair Pixel 3 devices, but currently only in San Francisco.)
This is not an isolated case. There are a handful of reports in all Reddit reports that users can not have their devices repaired by uBreakiFix. A report claims a one-month wait to have the unit repaired. Another quotes uBreakiFix as being unable to get the glue needed to re-attach the back glass. This is clearly a common problem.
From the Reddit report:
So I turned to Google. You just sold me a phone for over $ 900. Surely they have a repair system. You have replacement screens at hand. I've just talked to a Google support expert, who essentially told me he could not do anything and forwarded me to the same repair shops I just called. That really annoyed me because I'm willing to pay for the repair, it was an accident and it's not her fault. I just want support from the company I just bought. It's like they showed me right out the door and said, "They're alone!" In addition, I live in Seattle and there is only one authorized repair shop that can perform this repair.
That does not mean things will not get better in the future. However, if you already own the Pixel 3 or 3 XL or want to buy one, be especially careful. You could get stuck with a broken device for a while.