Phone repair - Not covered by warrenty

holti101

Hi,

I'm wondering if anyone can give me any advice or point me towards the right place.

I purchased a google pixel 7 pro October 2022, and it's showing as still being covered under warrenty until October 2024.

I've recently had problems with the device where the screen has started to peel away from the body so opened a case up with google repair. When they have assesed this they have said the device is irrepairable and is not covered by warrenty. I have then asked them repeatedly via chat, and an escalation to detail what the damage is, and why this is not covered by warrenty however they are refusing to provide me with this information.

Where do I stand with this? Can a company refuse to provide their reasoning for why it's not covered by warrenty? should I speak to Citizens advice and potentially look at going down the legal pathway? How do I know they haven't just lied and said it's not covered by warrenty to try and get me to fork out £650+ for a refurbished device?

I'm really shocked and dissapointed in the whole process from google. I'd have thought providing someone with their reasoning as to why the repair wouldn't be covered should be very basic information for them.

Alderbank

The warranty is governed by the terms and conditions of the warranty.

If the warranty says that Google can decide can decide in their absolute discretion whether an issue is or is not governed by their warranty, and many warranties have clauses like that, then that is the limit of the warranty.

Quite separately from any warranties, you have statutory rights as a consumer.
These are against the seller who might or might not be Google. You are entitled under those rights to have a phone which lasts a reasonable amount of time, perhaps five years. If the phone fails you are entitled to have it repaired or replaced provided the fault was present when you bought it. If it can't be fixed or replaced you are entitled to a refund (which can be reduced according to the use you have had).
With an 18 month-old phone you would probably need an independent report to say the the fault was present when you bought it, even though it was not apparent at the time.

Is the phone still fully useable?

holti101

Alderbank said:

The warranty is governed by the terms and conditions of the warranty.

If the warranty says that Google can decide can decide in their absolute discretion whether an issue is or is not governed by their warranty, and many warranties have clauses like that, then that is the limit of the warranty.

Quite separately from any warranties, you have statutory rights as a consumer.
These are against the seller who might or might not be Google. You are entitled under those rights to have a phone which lasts a reasonable amount of time, perhaps five years. If the phone fails you are entitled to have it repaired or replaced provided the fault was present when you bought it. If it can't be fixed or replaced you are entitled to a refund (which can be reduced according to the use you have had).
With an 18 month-old phone you would probably need an independent report to say the the fault was present when you bought it, even though it was not apparent at the time.

Is the phone still fully useable?

Thanks, but do they have to state why it's not covered under warrenty? as they won't give me a reason and they just say it's irrepairable. (I believe this is also incorrect I'm pretty sure it can be repaired).

The phone is not usable as the screen has come loose and no longer functions correctly.

Alderbank

Again, what does the warranty say?
Does it say they must disclose the results of any investigation?

With most items of technology, the manufacturer's idea of what is economically repairable and an enthusiast's idea of what can be fixed given patience and free time are not the same.

Pixel 7 and Pixel 7 pro had more than their fair share of display screen problems.
Who did you buy yours from? Any claim you have will be with the seller.

born_again

 When they have assesed this they have said the device is irrepairable and is not covered by warrenty.

Is this saying that you have returned item to them?