We need to talk about Pixel

So… Google have recently-published the fix for the issue where some users (mostly those who either use a “work-profile” on their device, or use the multiple-users feature) would not be able to access or open their files:

support.google.com/pixelphone/thread/256412156

The fix involves having to enable the Developer Mode on your phone, install the Android SDK developer-tools onto your Windows, Mac or Linux desktop or laptop, then connect your Pixel via a USB cable, and run some commands in the command-line utility of your respective OS. (Not sure what people who only own a phone and/or tablet, but not a desktop or laptop are supposed to do?)

Now, compared to the steps involved in the recent Windows 10 update that was failing to install for many-users (relating to a BitLocker bypass via booting into the Recovery Environment), true, there are fewer steps to do here — and it guarantees no data-loss. But I would still say that it is somewhat-unacceptable to expect end-users to have to do them, given they were just using standard-features of the Android OS to cause the issue to manifest itself. (Though, there are reports from users who’ve had the issue, but who use neither a “work-profile” or multiple local user-accounts on their Pixel phones, so… who can say for-sure?)

Not to mention, of course, that this exact-same issue also happened a few months back!

So I wonder if I am the only one thesedays wondering if Google really should be pushing Pixel as a mainstream, consumer-facing brand if they’re not able to ensure proper testing — and their after-sale support is also lacking, compared to the big-players like Apple and Samsung, both in-terms-of contact-options (to speak to an actual person), and how-long it can take for a device repair to take (I recall one UK newspaper doing such a test a few years back: creating the same-fault on different phones, such as a broken-screen, or wanting a battery-replacement, and then saying that for Apple and Samsung the average was something-like 3-5 working days, but for Google the average was around 2-3 weeks — maybe they’ve improved since, or are quicker in other-territories, like the US or Canada?).

If you look at the adverts Google run, they show only “fun” features for Pixel, such as the camera-quality and features, and certain AI related stuff, like using “OK Google”, or things like the features in the phone-app, like “Hold for Me” or “Transcribe Call”. Nowhere do you see people connecting a phone via USB to a laptop, then running debug-commands (funnily-enough!). And yet you still see people on various sites saying “of course you will have issues like this on Pixel devices from time-to-time… they are enthusiast device that are aimed at a tech-minded audience, not general-consumer devices”.

But I’d argue that’s now how they are marketed. Similar to how people say the Vision Pro is also “clearly aimed at developers”, when in Apple’s adverts it’s everyday, consumer-stuff like viewing 3D movies, viewing panoramic photos, looking at a 3D dinosaur in your room, or watching-back 3D memories. I didn’t see any coding apps, or debug-commands, in any of them!

So, yes, my point here is: Google needs to decide who Pixel is for. Back in the Nexus days, those devices clearly were targetted at technically-minded, enthusiast users. Pixel is not marketed that way, but it feels like the mindset at Google is that is still how they see them internally. And I’d argue that makes Pixel somewhat-difficult to recommend to the average-person (who may ask you as a techie to recommend them a phone), compared to suggesting an iPhone or Samsung device that best-suits their budget.