Posted 5 April 2022
Google wants to replace a new pixel 6 with refurbished phone ?? Up to 2 weeks wait time?
Purchased a new pixel 6 less than two weeks ago from O2 device is paid for in full
Contacted Google technical support I was on the phone with them for over two hours got escalated to a specialist then he confirmed it’s best to have the phone replaced or send it to repair centre which is third-party and nothing to do with a Google
Phone is less than two weeks old from o2 but two different people confirmed that Google will replace it with a refurbished phone ??!
Is this standard ? I’m confused how Google can replace a new phone just purchased what are refurbished one? A process that can take up to 2 weeks after I send my phone in which also seems very long.
Just wondering what is my best options? Maybe contact o2?
I have paid for the device fully and canceled the contract.
Contacted Google technical support I was on the phone with them for over two hours got escalated to a specialist then he confirmed it’s best to have the phone replaced or send it to repair centre which is third-party and nothing to do with a Google
Phone is less than two weeks old from o2 but two different people confirmed that Google will replace it with a refurbished phone ??!
Is this standard ? I’m confused how Google can replace a new phone just purchased what are refurbished one? A process that can take up to 2 weeks after I send my phone in which also seems very long.
Just wondering what is my best options? Maybe contact o2?
I have paid for the device fully and canceled the contract.
Community Updates
18 Comments
sorted byIf o2 pre-confirms that a "rejection for replacement" would be new unused item, OK.
Not aware of any legislation that requires trader to supply a specifically new replacement, hence the suggestion to "reject for refund" and re-purchase.
You can reject the phone and request a refund or replacement within 30 days if faulty.
which.co.uk/con…uEy
You can word it very simply. Tell them that Google have confirmed you have a hardware issue and that you would like a new replacement phone as it is just 14 days old.
Yes, that’s why my partner sent hers straight back to the supplier, as there was no way she was having a refurb as a replacement for a day old phone.
I just gave the comparative example for my Pixel 3 (swapped out for a refurb) as it was a year down the line
Any trader subject to UK legislation has a statutory obligation to ensure the quality of the products its sells. This Consumer Rights Act legislation is completely separate and unrelated to any manufacturer warranty, where the manufacturer warranty is voluntary anyway. The trader's statutory obligations include "durability" and persist for up to six years or to the end of the product's typical expected lifetime, whichever occurs first. Max 5 years if you live in Scotland.
Phone hardware will last well beyond 6 years. Batteries will be excluded as consumables (reasonable) and a completely battered phone will be excluded as abused (equally reasonable, unless the phone is sold as "tough" or similar feature).
A CRA claim may require the consumer show the fault was present from day one (usually simple, because if the product had adequate durability on day one it would not be busted by year1, year2, year3 etc), and a particularly assertive retailer who chooses to pay cash compensation rather than sort repair/replacement may reduce the value of the claim pro-rata to the life of the product prior to failure.
CRA obligations also apply to credit providers where a credit purchase satisfies S75 (section 75 Consumer Credit Act).
The dull text from Consumer Rights Act 2015 Section 9 (3) (e) is:
What statutory rights are there under a goods contract?
...The quality of goods includes their state and condition; and the following aspects (among others) are in appropriate cases aspects of the quality of goods -
...(e) durability.
legislation.gov.uk/ukp…ted
Limitation of 6 years to claim:
legislation.gov.uk/ukp…ted
Many examples of members on this forum using CRA to sort product issues via trader in year 4+ of ownership.
What that means in terms of getting a replacement I’m unsure, particularly if the offer you used has ended?
My partner and I went through four Pixel 3s between us. Hers was dead on arrival (camera) so went back to the online retailer and she got a brand new replacement.
The camera went on mine after 14 months and I sent it back to Google under warranty and got a refurb handset in return.
Ok Thanks I will do this must be the best option
About to call up o2, Just to make sure I don’t make any mistakes how would I word this on the phone ?
Purchased two weeks ago paid in full and contract cancelled, i’m having issues using mobile data to connect calls, all apps work fine using WiFi to connect voip calls but not mobile data, tried all possible setting changes fixes anything you can imagine going through with technicians and online support and using forums. Wasted 10 hours I think at least or more
I removed my EE sim, same app Work fine connecting calls using data on other android phones and my old iPhone it’s just the pixel 6, strangely they were working fine till a few days ago, started 4 days ago (edited)
I’m referring to the Google warranty after spending hours with the specialists that could not resolve the issue stating it’s a compatibility issue which means the phone needs to be replaced or repaired.
Replacement takes up to two weeks, have to send the phone back first and it will be replaced by a refurbished phone, that option was not attractive considering it’s 2 weeks old and hardly used
Does anyone know if O2 will do a direct replacement of the door by the courier?
Went through three Google technicians and the specialist said the phone needs to be replaced or repaired (edited)
Factory reset mandatory anyway. If issue is still present and can be deemed to be confirmed by Google it may be best to exercise right to reject for full refund rather than risk non-new replacement, then re-purchase, assuming you can be bothered with the semi-faff (& credit check?).
Right to "reject" due to faulty product is your choice up to 30 days from taking possession, not to be confused with no-fault "cancellation" via off-premises 14day cooling off option.
I would presume from o2 it will be a new replacement would it not ?
Surely they won’t offer a refurbished unit ?
It was purchased on promotion almost half the retail price!!! Can’t buy from them or got to pay full price
Hopefully they will replace with a new unit
But that should be the one diagnostic thing to try, maybe with as 'clean'/minimal/basic a set up as possible just to test out if issue is definitely the handset.
And may not work, but always worth a try.
Good luck getting it sorted.
Yes course will try that today prefer not to send back or get new pixel if this is working fine.
The Google specialist did absolutely nothing just kept me waiting / on hold for hours
That specific circumstance implies any age replacement is beneficial compared to refund.
Any age replacement is near-irrelevant to subsequent access to hardware support as the supplier, o2, holds the statutory durability obligations for the typical lifetime of the product or up to 6 years, whichever occurs first. Unless you live in Scotland.
Hi Andy
Don’t quite understand what that means I wasn’t familiar with these Obligations by The retailer, is that something I need to mention if I have any difficulties with o2?