Dispute with Google re: pixel phone return

dave18

Hi, I purchased a Pixel phone from Google, way back in June but then was gifted a phone by work a few weeks later. I then created a return for the Pixel phone and sent it to the address in Poland as required. This is where the saga begins. 

The parcel got stuck at Polish customs. Google advised me it is my responsibility to get the parcel released by customs. Multiple conversations with the Polish equivalent to Royal Mail led to a conclusion they would need to send this back to me, arriving in late November! 

Google have washed their hands of this matter and will not honour the original return. The phone was purchased using a credit card. Where do I go from from here?

Ergates

Who arranged the delivery to Poland?  Was it you?  (i.e. did you just get an address, then you took it to the postoffice and pay for delivery?  If so, then the parcel (and it's contents) remain your responsibility until it is delivered to the recipient, and Google are acting correctly here - as you've not returned the phone.

If the delivery was arranged by Google (e.g. they emailed you a pre-paid postage label) then it became their responsibility when you handed it over to the courier/postoffice.

Why did the phone have to be returned to you?

TheSpectator

On what basis were they originally accepting a return on the phone a 'few weeks' later as there was no obligation on them to do so.

DullGreyGuy

So you were over the 15 day return window that Google gives? You have no automatic right of return and the fact you paid by CC is irrelevant. 

born_again

dave18 said:

Hi, I purchased a Pixel phone from Google, way back in June but then was gifted a phone by work a few weeks later. I then created a return for the Pixel phone and sent it to the address in Poland as required. This is where the saga begins. 

The parcel got stuck at Polish customs. Google advised me it is my responsibility to get the parcel released by customs. Multiple conversations with the Polish equivalent to Royal Mail led to a conclusion they would need to send this back to me, arriving in late November! 

Google have washed their hands of this matter and will not honour the original return. The phone was purchased using a credit card. Where do I go from from here?

So this is a change of mind?
Given no mention of any fault with the phone.

No right to a refund. Might as well sell it on.

dave18

It was a return within the window
Utilising the return address provided by Google
Fedex barcode provided by Google wouldn’t work so I then posted via Royal Mail, at that point of time, was going abroad that evening.

I will be in Poland on Friday for a week so have considered taking the parcel with me and sending from within Poland, and then filing a formal complaint once the phone has been received by them.

Or am I just wasting my time and should just stick it on EBay?

TheSpectator

dave18 said:

It was a return within the window
Utilising the return address provided by Google
Fedex barcode provided by Google wouldn’t work so I then posted via Royal Mail, at that point of time, was going abroad that evening.

I will be in Poland on Friday for a week so have considered taking the parcel with me and sending from within Poland, and then filing a formal complaint once the phone has been received by them.

Or am I just wasting my time and should just stick it on EBay?

What window? You had 14 days from receipt but mention a few weeks in your op?

The 14 days is in relation to UK Consumer Rights but you may nit have ordered from a UK site possibly? 

HopeAndDriftWood

They are right, I believe. You didn't use the barcode they sent (I don't believe that it's relevant that it didn't work, as you didn't/couldn't give them chance to fix it or issue a new one), and therefore you paid for postage, and it was your responsibility to get it back to Google. It got stuck at Polish customs and is now back with you, and Google are quite fairly saying six months is far too long and they won't accept the return.

I'd stick it on eBay.

Ergates

dave18 said:

It was a return within the window
Utilising the return address provided by Google
Fedex barcode provided by Google wouldn’t work so I then posted via Royal Mail, at that point of time, was going abroad that evening.

I will be in Poland on Friday for a week so have considered taking the parcel with me and sending from within Poland, and then filing a formal complaint once the phone has been received by them.

Or am I just wasting my time and should just stick it on EBay?

In which case, the parcel was your responsibility until it reached Google in Poland.  So was was your responsibility to get it through through Polish customs, which didn't happen.

A "formal complaint" on what basis?  You haven't returned the phone to them, what are you expecting?.  And, if what you said about "a few weeks" is correct, then they had no obligation to accept your return in the first place.

Belenus

dave18 said:

Hi, I purchased a Pixel phone from Google, way back in June but then was gifted a phone by work a few weeks later. 

Ask your employer if you can return the phone they supplied and instead give you an allowance to use your own phone or cover some or all of the cost of the Google phone.

You might or might not be able to strike a suitable deal with them.