Faulty phone - Carphone Warehouse refuse refund

yidman100

I bought a new Pixel 3 phone in the Carphone Warehouse on Saturday the 1st of December 2018 and on the same day, the screen stopped working.

I don't want a replacement phone, just a refund.

I've looked into my consumer rights and I'm entitled to a full refund, which the assistant at a local branch said I wasn't eligible for.

What can I do?

KatrinaWaves

It really depends why it stopped working...

If it stopped working through no fault of your own, then yes. They may want to check nothing untoward has happened. Why do you not want a replacement?

yidman100

Hiya. I have video of the screen but as im new to this forum so cant post on here yet. It's really bad!

I want a refund as the screen could easily go on another phone, if it fails a day after the warranty runs out then I'm left with nothing. Its a £700 phone.

neilmcl

yidman100 wrote: »

Hiya. I have video of the screen but as im new to this forum so cant post on here yet. It's really bad!

I want a refund as the screen could easily go on another phone, if it fails a day after the warranty runs out then I'm left with nothing. Its a £700 phone.

Go back to the store, or better yet take it to another CPW store and remind them that you are exercising your right under the Consumer Rights Act 2015 (CRA) to reject the phone for a full refund. You do no have to accept a repair/replacement at this stage. Hopefully another staff member might be better clued up than this first one you spoke to.

Also just post the link to the video without the http: and we'll do the rest.

yidman100

Thanks. This is the video...

youtu.be/E1UFBQcdRhU

societys_child

https://www.youtube.com/watch?v=E1UFBQcdRhU&feature=youtu.be

boo_star

Obviously faulty but I'm curious as to why the OP wants a refund.

The claim of "it could go wrong again" is true of any device and if they fail a day after "the warranty runs out" they need to rely on the CRA (they won't have no rights at all.)

What does the OP expect to purchase instead of a Pixel 3 because I can assure them that every phone, even every product, could be faulty and they won't know that until they open the box and try it out.

yidman100

It a fair comment, but I have lost faith in the quality of the handset. If you search 'Pixel 3 Screen Flicker' online you'll see a lot of other videos of the same issue. I don't want to have to rush into choosing another handset, so I'd rather have a refund and decide in my own time.

neilmcl

Do keep us updated.

Raxiel

Outside of purely random failures, most mechanical or electrical devices either fail when they're brand new or very old. There have been a few publicised issues with the Pixel 3, but they don't seem to be indicative of a design flaw to me, just a few customers upset their expensive handset had an issue and (justifiably) making waves about it.



I have a Pixel 2, so while I don't feel the need to upgrade myself, I do frequent the same communities as P3 owners. The majority of posts from new users I've seen are pretty happy with it.

yidman100

I have a Pixel 2 too, I love it! I'm a bit of a Google fan I guess so I wanted to try the new phone. Its really nice aesthetically so im gutted its not right.