I bought my pixel.xl from cpw, when a fault happened with focusing, I went straight to Google. I didn't even get cpw involved. Replacement sent out same day.
Nope, not the same level of service. Cpw will eventually repair it BUT you will be without a phone until its repaired and given back. Google send you a replacement before sending the old one back, using their clone phone feature whilst starting the new phone you can connect each other up via usb c and have zero inconvenience of loosing apps, call logs,text messages etc as if nothing happened.
Your friend must be terrible at complaining. I've always had the same level of service doesn't matter if it's direct or via a 3rd party. Sales of Goods act, statutory rights ... I come loaded with the full spiel. Most resistance was put up by Very however even then they gave me a £50 quid cheque as good will and 20% off a laptop. If there's a known issue or fault your friend could take the device back to CPW and get it sorted if they really wanted to.
Same here! I purchased my Nexus 6P directly from Google (October 2015) A friend purchased his 6P from CPW or Fones4U Both developed the battery issue by April 2017 (Known issue). I reported this directly to Google via their chat. They sent me a Pixel XL (1st gen) to replace my phone Friend reported his to whoever it was.... He still has the 6P and battery issue. My Google Home developed a problem after 7 months whereby it hears static instead of my voice.... Reported to Google via their chat and they sent a replacement. Google Store wins :)
Having bought the first gen from Google and a friend buying from cpw, there's a huge difference buying direct from Google. If you're phone has a issue cpw will give you the run around, when you finally manage getting through to their thick heads you have to send it back and be without a phone for a couple weeks. I had an issue , ring Google, a few troubleshooting steps, no resolve and within the same conversation they ship a repacement phone to me , give you 14 days to transfer data from old phone to new and send faulty device back. This is only if you buy direct from Google.Not to mention 24 month warranty starts from scratch.