Faulty Google Pixel - CarPhone Warehouse

SugarViolet

I bought a new Google Pixel Phone in December 2016 from CarPhone Warehouse. Within a couple of weeks it developed an issue with the mic and speaker. This fault was widely reported online and has been acknowledged by Google. I returned the phone to CPW in January who sent it off for repair. It was returned to the store with no paperwork and still not working, so was sent back again to the repairer and the same thing happened the second time, it was returned with the fault and no notes. The store were pretty good in trying to find out what had happened but got nothing back. Eventually after a couple of calls to their support team I was told the device would be replaced. However on going back to collect the new device, the store told me that that decision had been rescinded on the basis that there was evidence of 'damage' to the phone.
Given how quickly the fault became apparent, my understanding is that it is the retailer's responsibility to prove that it is not a manufacturing fault and that the phone was fit for purpose when I bought it.
It has now been over 5 months and they still will not give me the engineer's report. I have been told a couple of times on the phone that actually, the repairer doesn't have one.
So we are going around in circles. I know for a fact there was no damage - it had barely been used - while they are maintaining there was and yet refuse to prove it.
I was given an address to write to to escalate my complaint but the letter was not even acknowledged - it's been almost four weeks.
I have tried all reasonable attempts to resolve this with them but just cannot let it drag on for much longer. I am still paying for the device monthly as part of the service contract with O2, and have so far resisted temptation to cancel the payments. I haven't spoken to O2 though I understand they wouldn't get involved as they did not sell me the phone.
Any advice here would be useful. The only thing I can think of doing next is involving a solicitor.
Thanks for reading this!

unholyangel

SugarViolet wrote: »

I am still paying for the device monthly as part of the service contract with O2, and have so far resisted temptation to cancel the payments. I haven't spoken to O2 though I understand they wouldn't get involved as they did not sell me the phone.
Any advice here would be useful. The only thing I can think of doing next is involving a solicitor.
Thanks for reading this!

So you purchased the handset outright and then got a sim only deal from O2?

If not, get on to O2. They are your provider - CPW were just acting as an agent for them.

SugarViolet

Hello
It was an upgrade to my contract with O2 - the previous one had just ended. O2 weren't offering this handset so I did it through CPW. I think I paid about £100 upfront and the rest is covered in the monthly payment to O2... Thinking about it, you're probably right, though I don't get why CPW wouldn't have just said that! I did think about going direct to Google as it is still under warranty but not sure where I would stand with that as I guess they will see the phone has been opened.
Thanks, I will try O2

JJ_Egan

the basis that there was evidence of 'damage' to the phone.

Google will say the same as more than likely will O2 .

rikd1

My phone's mic/speakers have just given up on me (coinciding with an update to Android 8.0). CPW have said they will send it for repair if I take it in......I bought it as a handset only in Dec 2016. Has anyone received theirs back fixed? If so, how long did it take? If not, did you receive a replacement?