Faulty Google Pixel 8 Pro - warranty void due to cosmetic damage

Pazza86

Hi all

So, as the thread suggests, I bought a Pixel 8 Pro back in January, and immediately out of the box I had issues with the Bluetooth connection to my car. 

I looked it up online and discovered lots of people had issues with Bluetooth on the Pixel too, so assumed a software update or something would fix it. I then also ran into issues connecting to my earbuds. 

Anyway, many updates later, the Bluetooth is still not working correctly so I got in touch with Google. Essentially it got to the point where they agreed it needed to be replaced (or at least repaired).

However here's where the fun begins... A couple of days after getting the phone, and before I'd had chance to sort a screen protector, I noticed 2 scratches on the screen. I'd not even left the house and have no idea how it happened (its the first phone I've had where this has occurred). 

Google have basically turned around and said my warranty is void due to the cosmetic damage to the screen. They've acknowledged that this isn't the cause of my Bluetooth issue (which I knew anyway!!). They've said my only option is to get it repaired through one of their partners, and I'd have to pay for it due to the void warranty! To say I'm staggered by this is an understatement. 

My question is, regardless of the warranty situation with Google, where do I stand on this in relation to the consumer rights act? Surely they cannot refuse to repair the Bluetooth issue due to a scratch on the screen? It was faulty out of their factory and the cosmetic damage is completely unrelated. 

Any advice would be welcome... Thanks in advance. 

ThumbRemote

A warranty is separate to your statutory rights under the consumer rights act. They can put stupid terms into the warranty; however the CRA rights are much more sdtraightforward.

Who did you purchase the phone from? You need to contact the retailer to explain the problem. If that was Google directly, be sure to tell them you are claiming under the CRA, and not under the warranty. 

If they still refuse to co-operate, send a letter before action then take them to small claims court if necessary. 

Pazza86

Apologies I should have mentioned, I got it from Very co.uk

Would it matter that its after 30 days? I only left it that long as I thought it was a software problem. 

ThumbRemote

After 30 days its basically up to the retailer to repair, refund or replace. They may try to palm you off to Google and the warranty - if so, keep on at Very to remind them it's their responsibility. 

born_again

Was phone returned direct to Google or a 3rd party?

nyermen

As I understand - before 30 days, some rights to return without any reason.

After 30 days, if defective, retailer is responsible, they have the choice to repair, refund, or replace the device (one chance - if it fails again, I believe you can demand a refund, albeit could be partial refund for use?). Added point - up to 6 months, its up to retailer to prove not defective, after 6 months you have to prove (eg. expert report - but thats not the case here)

Not sure if things are complicated by direct contact with google first (did you talk to Very about it first?)

Pazza86

Thanks for the replies all, much appreciated.

@born_again I didn't actually return it, still have it at the moment.

@nyermen Initially I went to Google for tech support to see if there was anything they could advise. I wrongly assumed after 30 days I'd need to go through the manufacturer. I haven't spoken to Very yet but I plan to do so soon, just wanted to be armed with as much info as possible before I call them. 

I'm assuming Very can't turn around and say "you need to claim on the manufacturer warranty"? 

born_again

Ok.
As there was another thread on Google phone & Google advised where it needed returning via.