New to the forum, but I have been lurking for a while.
I purchased a Pixel from PB Tech late last year. Earlier this year, it started to overheat and reboot by itself then get stuck in a bootloop. I took it back and PB said they would have it looked at and repaired. I followed up with the branch every week or so and at around the 3 week mark they said that if it wasn't returned in the next week, they would credit me with a full refund. Shortly after, I was notified that it was all fixed and ready for pickup. I went and picked it up, but after returning my loan phone and setting it up again, I noticed the issue was still there.
I returned the phone a second time and they marked the job urgent, saying it would be resolved quickly. They also put down the 'refund before the 4/4' in writing on the job sheet they gave me. I waited a further week and called the day before 4/4 for an update - they said they would get back to me, but I never heard back. The next few days came and went, so thinking that this would continue to go on and I would eventually get the refund, I purchased a new phone to replace the Pixel and returned my loan phone. I called the branch later that week and the staff member said to come into store for the refund as it had to be done in person.
I then received a text to say the phone was repaired and ready for pickup, so I went into the store over Easter weekend to sort out the confusion. I explained my situation and the service team said that they could not transfer refunds until after the long weekend and had to confirm this with the tech team first. They then asked me to leave them my bank account number and I left the store.
Earlier today, I had a text asking me to call another staff member. They then told me that a new 'repair job' had been opened after I brought back the phone the second time and therefore they would not honour the refund they had originally promised (as the promised refund was tied to the original repair job). I then spoke to her superior and explained the ridiculousness of this, but he came back with the same and said he would speak to their 'third party supplier'.
I was wondering if any of you have had a similar experience with PB and could offer me any advice from here? Advice would be really appreciated.
If not, I thought this information would be helpful to the tech community. I have had other dealings with warranties (including Note 7 battery issue) and been very impressed by how other companies were to deal with.