I got a Nexus 6 from GiffGaff Monday. Within 5mins of opening it I discovered the battery had exploded and the back panel breaking off. I immediately take photos, contact support and follow the procedure to send it into their repair centre. Fast forward to today, without contact I get the same phone back and a letter claiming it is not covered by their warranty!
Their support staff look into this, and they conclude I need to contact...GOOGLE to get a replacement. The device isn't even manufactured by Google, it's a Motorola device. Additionally, GiffGaff are the seller, and they have a legal obligation to replace it. What a total joke. At this point I think my only solution is to take legal action. For a phone I just **bleep**ing purchased from them. Amazing.
Do not buy a device from GiffGaff, they are not a capable device retailer.
GiffGaff have sent me a new phone, and it's in working order. It's a shame I had to put pressure outside of their support system (Twitter, Complaints etc) to get them to fullfil their obligation as a retailer. However, I hope this incident leads to better policies internally for them and in the end they did the right thing.