Google store refusing repair/ replace/ refund for phone

[Amethyst]

Purchased from Prague online but delivered to the UK - phone has failed around 3 months from purchase. Does the consumer rights act apply ?

£700 phone.

Also if we can get them to agree to repair or replace who pays postage of return?

[EXC]

Re: Google store refusing repair/ replace/ refund for phone

Why did you buy a phone from Prague?

[Kati]

Re: Google store refusing repair/ replace/ refund for phone

https://www.expats.cz/prague/article...zech-republic/ any good??

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or ... http://europa.eu/youreurope/citizens...s/index_en.htm

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and - http://www.ukecc.net

[Amethyst]

Re: Google store refusing repair/ replace/ refund for phone

Why did you buy a phone from Prague?

lol, I didn't, it's my brother - he's living there xxx

[Amethyst]

Re: Google store refusing repair/ replace/ refund for phone

Think we need more detail really - I don't know how Google store works - as it was purchased online from Prague but delivered to the uk I think uk law applies. Google have also said he's unable to return it from Prague and ( believe it or not) told him to get someone in the uk to log in to his google account and use his credit card details ?? Weird. I'd guess he could use a proxy IP address or something - may be I'm misunderstanding things. I'll ask him or my sis in law to pop on.

[des8]

Re: Google store refusing repair/ replace/ refund for phone

Google store is based in Dublin, but their T&Cs state:
Governing Law and Jurisdiction

The laws of England apply to these Terms and will apply to any disputes arising out of or relating to these Terms. Claims arising out of or relating to these Terms will be subject to the exclusive jurisdiction of the English courts, or the courts of your usual place of residence. Notwithstanding this, Google reserves the right to apply for injunctive remedies (or an equivalent type of urgent legal relief) in any jurisdiction.

So IMO,no matter where the purchaser resides and places his order UK law applies, and this should include CRA 2015.

Google Store pay all costs

[carolinqua]

Re: Google store refusing repair/ replace/ refund for phone

We didnt buy it in Prague. We live in Prague and bought it from the UK google store because its a google pixel phone, and its only available in a few countries. It is the wifi on it that stopped working after 3 months which is a manufacturing fault. The problem is google, even if the invoice is in czech, wants us to "be" in england to ask for the replacement. They are asking us to give out our personal google login and credit card details to a random person in the UK and also telling us that they have to transfer ownership to that person! That means i wouldnt be able to use the replacement for their faulty phone. on top of that we have to pay about 50 pounds in shipping costs to send the faulty phone back to them and to get the replacement. And having enough of all this we would prefer a refund and they dont accept a refund. Recorded phone call here proving this: https://www.youtube.com/watch?v=7dBDggpnsDc

[carolinqua]

Re: Google store refusing repair/ replace/ refund for phone

Hi, its bought in the UK so its the UK laws that apply

[des8]

Re: Google store refusing repair/ replace/ refund for phone

There is nothig in CRA 201 that I can see that states the consumer must "be in England" or anywhere else for that matter.

Letter before action IMO and if that doesn't bring a result off to court!

You won't have to attend court as you can ask the court to deal with the claim in your absence. You'll have to explain why and ask the court to come to a decision using the written evidence that you provide. Obviously not ideal, but viewing your location it is a possible solution for consideration.

They do have the right to one attempt at repair or replace, but this is at their cost including postage.
If they decline then a refund is due.