Hi, I purchased a new Google Pixel 3 and it was faulty out of the box (flickering green screen). I returned to Google and they posted a replacement, but it's a refurbished Pixel 3. I contacted support and they say this is common depending on availability of stock in parts of the world. I'm surprised they would attempt this, and did so without consulting with me. Has anyone else had this problem?
Why not refund and buy a new one?
I didn't know they would send a refurbished phone. If I'd known I would have requested a refund. I don't know other industries that would get away with this. Imagine buying a new fridge that doesn't work and returning it to Harvey Norman. A replacement is shipped ….. sorry Sir, we didn't have a new fridge in stock, so here is a used we found out the back. We cleaned it up and plugged it in to make sure it still works. See you later.
Can you return the refurb one?
I get that replacement phones can be refurbished but it shouldn't be if it's faulty out of the box (or shows issues within a few days).
Definitely a case to argue for a new unit or return for a full refund.
I'll do my best to argue the point and get a new or a refund. So far no luck. Actually, if a phone (or any product for that matter) is under warranty and it dies after considerable use I still don't think a refurb is appropriate.
@freddo4y: If you've had the phone for months, a refurb is a fair replacement provided it's in good condition.
Certainly out of the box it's unacceptable
@FireRunner: Fair enough, but I don't see this happening in other industries. I don't trust the condition of someone's stanky old phone that has been cleaned up :)
@freddo4y: It arguably is when you've used the phone for a while in the sense that the alternative would be for them to hold onto your fault phone for weeks while they try to fix it and they're speeding up that process by giving you a refurbished phone instead.
Oh…. That is not good…
Btw how did you find out it is a refurb? Is it same as factory 2nds?
Maybe you can shoot a very diappointed complaint letter, and return the item, and get some credit towards a stocked brand new - pixel 4? 5? 6?
Yes it's what they call replacement like for like
I see it happens, but mine was a faulty phone out of the box, so hoping they replace with a new.
Nope. Standard practise for any brand is a refurbished replacement under warranty. Irrelevant how old it is, it's opened thus it's "used".
No other industry would get away with that approach to faulty goods out of the box.
@freddo4y: Standard warranty procedure if not being repaired. That's why you go back to retailer first rather than warranty request.
Are they still selling the pixel 3 new?
Not Google directly, but some Google re-sellers.
If you've sent it back to google rather than the store you purchased it from, they aren't going to have new pixel 3s in stock to give you. They don't just have 10,000 new old stock pixel 3s sitting there in case someone has an issue with one they buy from a random store 3 generations later.
Logistically, it wouldn't be that difficult to keep a hold of 10,000 new units (/extreme sarcasm)
It's common practice to replace with refurb phone - irrespective of whether they have any new ones lying around. Even Apple do this.
OP, you could argue your point (and rightfully so) but I don't know how successful you'll be. Sometimes, even retailers will try to push the whole "send it back to Google/Apple first" rather than giving you a new one/refund.
I agree, but it wouldn't have been hard for them to contact me, explain the situation and offer me a refund instead of sending a used phone.
@freddo4y: It's not up to Google to offer you a refund though. Did the retailer send your phone in to Google on your behalf?
Hmmm, well that makes things much more difficult.
Being a discontinued product they'll won't have any new stock so can only replace with refurbished.
Doubt they'll refund you the price you paid the store and you can't return to the store since it's no longer the original phone.
I think you're stuck with the refurbished one.
Perhaps OP can ask Google to return the faulty phone to him but that's assuming Google can still track down its location and hasn't started refurbishing it.
@Love a bargain: I'll let you know what happens. I'd accept a refund or I'd be happy to pay some sort of difference for the next model they have in stock. I don't buy the whole "standard practice" argument. Their "standard practice" is unacceptable practice in any other industry.
@freddo4y: Agreed - but it's the standard practice in the phone industry - not exactly sure why (Apple does this too). I'm sure google will be good about it and hopefully give you credit towards an upgrade or something.
@eltito: But the refurbished iPhones are more like new battery, new outer casing etc.
The only refurbished part are things like the display and internals which in most cases was replaced with something new as that is often what causes the issues in the first place.
Seems disappointing that google would send an inferior product as replacement.
@freddo4y: You have purchased a product that has been discontinued for years. Manufacturers don't just randomly keep old discontinued lines sitting around for fun. You should have gone back to the retailer for a refund. Nothing wrong with a refurb phone anyway.
I'd be not happy too if my brand new phone is replaced with a refurbished phone. The problem being now you can't get refund from the store you bought it from as it's a different phone. I'd ask google to send you your faulty phone and try ask for a refund from your retail store.
Yes, this is a normal practice unfortunately :(