Database Users

Replacement Device from Dell

Ok guys so here is my story,
I called Dell and requested a new phone unit because mine kept restarting when opening/closing qwerty. They ordered me replacement device. What just showed up at my door was a brand new phone, box and all with no instructions on how to send back my defective unit. I have never done a Dell device exchange but honestly I don't even know what to do. Did Dell really just give me a new device and maybe forget to send me the return info? I am a very honest person and do not want to keep two devices even if it is Dell's mistake...Anyone else have a similar experience? And what should I do? I feel like calling Dells support will get me nowhere and to be honest I am running out of minutes this month lol

You should have got an email confirmation for your replacement request. Email the address given as a contact point in that email and they will send a link to a prepaid label. If you didnt get an email call support. If you dont eventually they will note that you have not returned your faulty device and charge you for the new one.

efjay said:
You should have got an email confirmation for your replacement request. Email the address given as a contact point in that email and they will send a link to a prepaid label. If you didnt get an email call support. If you dont eventually they will note that you have not returned your faulty device and charge you for the new one.
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I have no confirmation email of any kind. And the strange this is, when the rep told me I would receive my phone it would be just the unit and I would need to keep my battery and just mail the other phone back. Why did they send me new phone in box?

Dell did the same for me when two replacements became back ordered. Got two new phones w/cables, batteries, etc. When I called, they said to keep the accesories for my time and trouble, but to return the defective units. I received emails to links for a return label as well as return labels inside of the shipping boxes, FWIW.

Just call Dell mobility and let them know your situation and they SHOULD be able to figure something out for u. Are you sure its a brand new device, because when I talked to them late last week I demanded a brand new device and they said it won't be until the end of the month before I can get a brand new DVP.
Sent from my Venue Pro using XDA Windows Phone 7 App

raiderfan247365 said:
I have no confirmation email of any kind. And the strange this is, when the rep told me I would receive my phone it would be just the unit and I would need to keep my battery and just mail the other phone back. Why did they send me new phone in box?
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They've told me the same and I always got brand new replacements. If there is no sign of a label and you didnt receive any email contact them. They should send you a link to a prepaid label.

The return prepaid label comes in a seperate mail - usually in a week time from the data they ship the unit.

notebookgrail said:
The return prepaid label comes in a seperate mail - usually in a week time from the data they ship the unit.
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I actually asked for 2 replacement devices and both came with the return prepaid label inside them. I would say you're wrong, but with Dell.. you just never know!

omaropa said:
I actually asked for 2 replacement devices and both came with the return prepaid label inside them. I would say you're wrong, but with Dell.. you just never know!
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The reason i am saying is in my case (2 instances), i got it separate. Worst case, tweet AmyatDell and ask her for a return label. She can email one.

replacement streak arrived today still have old one

My replacement streak arrived today but its a bit strange
I was under the imprecation that Dell were going to pick up my streak to repair it not send me a brand new one(not that im complaining).
And my old streak was not picked up(qdl tool would prop have fixed it) am I supposed to send it to them or do they pick it up.
I only ask as If i have got to send it to them then I will, but if they were supposed to pick it up I will wait to see if I get any phone calls from them. Obviously I don't want to ring them to ask them unless I really have to.
Any one who can shed some light on this turn of good luck would be much appreciated.

One word ... KARMA .. that always works with me.

Don't get me wrong I am over the moon, I just got a unexpected new phone, but Im still unsure as what to do with the old one lol

I had to call Dell to email me a shipping label to put on my old streak.

oddbubble said:
My replacement streak arrived today but its a bit strange
I was under the imprecation that Dell were going to pick up my streak to repair it not send me a brand new one(not that im complaining).
And my old streak was not picked up(qdl tool would prop have fixed it) am I supposed to send it to them or do they pick it up.
I only ask as If i have got to send it to them then I will, but if they were supposed to pick it up I will wait to see if I get any phone calls from them. Obviously I don't want to ring them to ask them unless I really have to.
Any one who can shed some light on this turn of good luck would be much appreciated.
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Dude, What the hell. Why are you here?
Return home from an oversea business trip, on arrived home and I discovered that I've taken someone else luggage which looks identical to mine. The content was full of real diamonds, should I phone and inform the airport and return it or keep it and wait to see if anyone contact me in the near future. What do you think?

ANOTHER THOUGHT .. You could box it up and wait for Dell to call you about the return. That way it shows Karma that you are prepared to return it but if they don't call you .... (shrug)

Replacement streak
You are lucky. I have been waiting over three weeks and was told won't be any until end of September 2011 and it will be a refurbish. I am p****sed off with the situation. If you received it by mail, the return label is in the box. I was told that when I receive replacement to ship back to them using the prepaid return label. Enjoy your new Streak.

Donate it to a Dev!

shEEEsh said:
ANOTHER THOUGHT .. You could box it up and wait for Dell to call you about the return. That way it shows Karma that you are prepared to return it but if they don't call you .... (shrug)
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Thats what Im thinking, and if I don't here nothing in say a month I will qdl tool the sucker and sell it for £100

This is what I do,I get the replacement,I use it for a few days and after that I send the old one.They should've told you to do so, they also should've left a sheet with all the directions you need to follow.
They can charge you if you do not return it.

@shineydesert
Thanks for the info, I really wasn't sure were I stand every other phone that I have had replaced had been picked up when the old phone was deliverd

oddbubble said:
@shineydesert
Thanks for the info, I really wasn't sure were I stand every other phone that I have had replaced had been picked up when the old phone was deliverd
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They will try to charge you.
Why did you ask for an exchange? is the same problem with the internal sd card?

Put the old one back in the box the new one came in. Wait a few days and you'll get a shipping label in the mail. Stick the label on the box and call fed ex to schedule a pick up. I've already got three replaced. Went this way every time

I was sent a replacement phone that was refurbished. I put the old one in the box that the refurbished one came in. Dell also included the return label. I'd say send it back and avoid any hassles.

If you look at your order status online, you will see they already charged you $1164.99 when they sent you the replacement base unit. ( how they figure this amount out is beyond me, when new streak sold for $300usd)
So if you don't return the old one you have with the shipping label they provided, they will first call to remind you, and send this to collection agency if they don't eventually get it back. At least they have your name, phone # and address
Sent from my Dell Streak using Tapatalk

I was in the same situation before and ôte was UPS who collected it ... So put an old Nokia in the box lightly tape the box so if dell complained I could say that someone at UPS stole it ... Then you can sell it for the 100 bucks you want.. that's what I did..
Sent from my HTC Sensation Z710e using XDA App

antiword said:
I was in the same situation before and ôte was UPS who collected it ... So put an old Nokia in the box lightly tape the box so if dell complained I could say that someone at UPS stole it ... Then you can sell it for the 100 bucks you want.. that's what I did..
Sent from my HTC Sensation Z710e using XDA App
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Nice advice! Not only you are telling him to commit fraud, you are telling him to commit fraud in a very stupid way. I don't know where you live, but in the states this could involve the FBI, and you don't want them knocking on your door.

netomx said:
They will try to charge you.
Why did you ask for an exchange? is the same problem with the internal sd card?
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I didn't ask for a exchange, I thought mine was going to be repaired I didn't know that I was getting a new phone till it arrived.
The problem with the phone was files were either not copying to my sd card(tried 3 different cards) or when i downloaded things to my sd card or copied apps over they disappeared I think the sd card wasn't mounting properly.

I kept my streak with broken screen.. Lol. All I have dell was email, address, home number. No payment info.
I won that one

cameronmfjay said:
I kept my streak with broken screen.. Lol. All I have dell was email, address, home number. No payment info.
I won that one
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Hope you don't get a credit hit with this 'winning'
Sent from my Dell Streak using Tapatalk

uk nexus replacement users with return shipping label problems.

Just trying to gauge what sort of a issue UK users are having with Google and getting them to send out a TNT label to send a faulty nexus. After a replacement has arrived.
My story started on the 23 of July. Phoned Google and sorted out a RMA and replacement to be sent to me. I got the replacement on the 24 of July. This is when it started to get a little interesting. In the email from Google it states. Shipping label will be included in the packaging. No label. So phoned Google. They said should be with me in 48hrs. Its now the 4 of august. And no label. Phoned them again and the woman I spoke to was rather snotty with me and told me that she could see on the system that they've told me several times that its on its way. I told her that I was a little worried that my 21 day period is getting shorter and shorter and she would be the same in my position. Having paid 400pound for one working and one faulty nexus!!!
Who else is having a issue?

No shipping label
charliemiddleton said:
Just trying to gauge what sort of a issue UK users are having with Google and getting them to send out a TNT label to send a faulty nexus. After a replacement has arrived.
My story started on the 23 of July. Phoned Google and sorted out a RMA and replacement to be sent to me. I got the replacement on the 24 of July. This is when it started to get a little interesting. In the email from Google it states. Shipping label will be included in the packaging. No label. So phoned Google. They said should be with me in 48hrs. Its now the 4 of august. And no label. Phoned them again and the woman I spoke to was rather snotty with me and told me that she could see on the system that they've told me several times that its on its way. I told her that I was a little worried that my 21 day period is getting shorter and shorter and she would be the same in my position. Having paid 400pound for one working and one faulty nexus!!!
Who else is having a issue?
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Click to collapse
I am in exactly the same position also receiving my replacement on 24th July, received RMA form via email but no shipping label. 6 hone calls to Google after and still no label! I will keep you posted on any developments but Im thinking of getting my credit card company involved at this stage.

So. Just a little update. Have just got off the phone too google support. And it looks like they have finally realised that they have a issue with UK shipping labels. What they are doing is marking accounts that still haven't received the labels and are manually resending them to affected customers. This will then extend the rma period so that you aren't charged for another unit. Had a bit of a giggle with the chap on the phone because google have realised that they will be opening themselves up to litigation for what is their issue with TNT. Not mine.
What I suggest people do. Is phone google support asap. Tell them that your rma is nearing the end and you still haven't got your label.

charliemiddleton said:
So. Just a little update. Have just got off the phone too google support. And it looks like they have finally realised that they have a issue with UK shipping labels. What they are doing is marking accounts that still haven't received the labels and are manually resending them to affected customers. This will then extend the rma period so that you aren't charged for another unit. Had a bit of a giggle with the chap on the phone because google have realised that they will be opening themselves up to litigation for what is their issue with TNT. Not mine.
What I suggest people do. Is phone google support asap. Tell them that your rma is nearing the end and you still haven't got your label.
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I've just called them and been assured I won't be charged for the two faulty devices I am still waiting to get returns labels for, however they have said they can't manually send me any labels, I still have to wait for TNT.
I'm also awaiting the dispatch of my third Nexus 7 - been waiting for it to be shipped for over a week This is just turning into a farce. All I want is a non-faulty device and to send my faulty two back and I'm being prohibited from having/doing both!
I'll certainly never be buying anything direct from Google ever again!

you might want to check this thread on the General board:
http://forum.xda-developers.com/showthread.php?t=1793703

RMA / Exchange / Return Faulty Handset UK ONLY !

OK has anyone had any experience on doing an exchange or return in the UK for a nexus 4.
I recieved mine today and the damn device is perfect in every way except the bezel had a big chunk of paint chipped off where the volume rocker is. I was gutted as the screen was pixel perfect the buttons were solid the back didn't creak. nothing.
So I thought I'll set up an exchange no problem Google are good this way. After all the guys over in the us get a shipping label send off the device and in the mean time a new one is winging its way to you. Thanks to ups.
So I spoke to Eric who said he would set up the RMA and I should send back the damaged device with the shipping label and RMA note in the email he would send.
Not so
I got the email and it had an RMA document but no shipping label.
I phoned to ask where I send it from then. Now Jeremy tells me they don't do shipping labels for the UK as its TNT that deal with things over here.
OK I thought I'll contact TNT
Nope they need a reference number for collection or before they can do anything.
So I phone back
In the mean time I check my Google account and notice the new device £279 pending. So I check my bank and find the £279 has been pre authorized on my bank account
Which wouldn't be so bad if they sent a shipping label etc as I could have it sent away tomorrow and with them next week. Well within the 21days return and they wouldnt charge me.
As it is I have no shipping label and no one can reassure me that one is or will be send and how I will receive it.
So I call up johnney at Google who tells me it should turn up but does not know how.
Well I can't have £279 pre auth out my account for a device that will ship to me sometime and £288 out my account for a device I have but is faulty so can't sell it and probably won't get a shipping label sent out therefore I'll end up with one good device which I will be charged for and another that's faulty and cannot return
That's if the exchange is OK when it comes
My god why don't they offer a door step exchange like Sony did with the ps3 etc through ups or city link
In the end I couldn't take the risk and had to cancel the exchange so that the pre auth will drop off my account and set up the RMA for the one I have to get a refund.
I know its not great but better than being charged again and ending up not being able to return the first.
From what I read over at the nexus 7 forum a lot of UK customers waited for about a month for refunds but some were 59 days or more as the shipping labels just didn't go out.
So I wanted to know if anyone had already went through this process in the UK and what the actual procedure was and how long it took to receive the shipping label etc. Did it get sent out or did you drop it off with TNT and give googles account number or what.
Any info would be great and I'm sure it would help other UK customers as I would have really liked some info.
Unfortunately we are not as fortunate as our US brothers and sisters to be able to deal with ups and simple returns.
Here's some pics of my lovely but flawed nexus
Sent from my Galaxy Nexus

Anyone want to chip in with experiences as it would be really useful to find out what's going on in the UK since Google don't seem to know
Sent from my Galaxy Nexus

I've just organised a replacement due to white spots on the screen and the buzzing earpiece. It took a while to get through, and I was ready to break something due to the pre recorded message about high volumes of calls on a constant loop (as in it literally repeats the second it finishes) but the guy I spoke to was extremely helpful, more so than any UK based CSR I've ever dealt with!
In terms of the procedure, he's emailing me with an RMA form and he said a prepaid postage label will come with my new device in order to send the defective one back. He also said a charge will appear on my card and once they receive the defective device they'd take the charge off.
Although my experience hasn't completed yet, I thought I'd share my experience so far.
01354 226184 that's the none 0800 number to call for UK based support by the way, for those who can't call 0800 numbers for free.

Yeah same as myself.
The issue I have with it all is they don't really know who arranges what in the UK. I was told its TNT that arrange the returns bag but TNT say its Google that have to initiate the return through TNT. Then latter sounds more sensible but Google cs don't know how to do this and presume its automatic.
Problem is you only have a limited time to get the return back to them.
If I could walk into TNT give googles TNT account number then pop the device in a bag with the RMA note I would be happy.
It would be sent off and tracked. Simply just have to wait on it being received and refunded.
What makes me uneasy is the potential for the returns bag to never turn up. You get billed for a second device and no way to return the original defective one.
I'll keep this going as there are lots of threads about returns in the US but nothing about how the process works in practice in the UK which leaves me wishing Google had a walking store or doorstep exchange service.
Also thanks for the non 0800 number
Sent from my Galaxy Nexus

You know I remember reading somewhere in the agreement Google say that they reserve the rights to send out used/refurbished items as replacement. Maybe your nexus is one of those.
Just a suggestion: Do try to make sure you handle your RMA carefully. I recently did an RMA and the CSR sounds like a complete noob and in the email they sent me has a RMA agreement with ASUS and link on it.They're just getting real sloppy.

qpqpqp said:
You know I remember reading somewhere in the agreement Google say that they reserve the rights to send out used/refurbished items as replacement. Maybe your nexus is one of those.
Just a suggestion: Do try to make sure you handle your RMA carefully. I recently did an RMA and the CSR sounds like a complete noob and in the email they sent me has a RMA agreement with ASUS and link on it.They're just getting real sloppy.
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There is no way the RMA stock already has returned/refurbished devices in it. They have to go back through a process to be repaired, inspected, tested, and repackaged before they can be sent as RMA units and this process takes weeks or even months. Any RMA units that are sent out at this point in time will definitely be new units.

The RMA devices are new as they have as said before kept a stock of new ones aside for this purpose.
As of yet I have not had any returns envelope or shipping label etc.
I know j could use the nexus 4 just now until returned but I'm just so fed up with the whole process its left the device tainted with this experience. Its an awesome device and love the design I just can't bring myself to use it because of all this. So it will be returned as I got it if I ever get to return it
Sent from my Galaxy Nexus

ok sorry to say as of yet STILL have NO retruns envelope etc for my N4 despite google cs saying its been sent

Gutted mate, had the same problem but some persistent nagging via email and I got my label need to ring TNT and arrange collection
Sent from my Nexus 4 using xda premium

how did the label come out? did it come through royal mail

While you still have it. Give it a little scratch please, around the chip are. Does it come off really easy? Thanks a lot.
Sent from my Nexus 4 using Tapatalk 2

Kenneth131 said:
how did the label come out? did it come through royal mail
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TNT delivered it mate had to sign for it as well
Sent from my Nexus 4 using xda premium

I looked at their site and it said the RMA document would be sent with my replacement, which would be despatched within a week of the 20th. Seriously, Google are a joke!

I'm trying to arrange a collection for my faulty Nexus, I have the TNT bag with the consignment letter, which has a senders account number registered to Google. The delivery address on the consignment letter is that of LG Electronics in Poland, TNT won't collect it as the delivery address that they have registered to the Account Number that I'm quoting is for Google in Belgium.
Did anyone else experience this? I'm tempted to blag it with TNT and just say that the delivery address is what they think it should be.

[Q] Anyone in UK returned Nexus 4 ?

Hi,
Saw a lot of posts about returning Nexus 4 but they have been from people based in the US. Has anyone in the UK returned Google Nexus 4 to Google ?
What was the process for you?
I called them up and they sent me an RMA and said I will get a shipping label.
Days passed and I didnt get a shipping label. Called Google and they said UK customers dont need a shipping label. Just call TNT with RMA and they will take it.
TNT refused saying they need a shipping label.
Called Google again and they say I will need one and TNT should provide one.
This has been going round and round.
Any help appreciated or if anyone has done this.
Thanks

Christ, this worries me, I have one in the UK and I'm scared if I need to RMA now lol!

metal675 said:
Hi,
Saw a lot of posts about returning Nexus 4 but they have been from people based in the US. Has anyone in the UK returned Google Nexus 4 to Google ?
What was the process for you?
I called them up and they sent me an RMA and said I will get a shipping label.
Days passed and I didnt get a shipping label. Called Google and they said UK customers dont need a shipping label. Just call TNT with RMA and they will take it.
TNT refused saying they need a shipping label.
Called Google again and they say I will need one and TNT should provide one.
This has been going round and round.
Any help appreciated or if anyone has done this.
Thanks
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I've returned one in the UK. I contacted Google who raised an RMA and shipped a replacement. I was told once the replacement arrived the faulty one had to be returned within 14 days. The replacement should have included a TNT shipping label but it didn't. I contacted Google and one was sent a few days later.
So in short I did get a TNT shipping label.

madgibbon said:
I've returned one in the UK. I contacted Google who raised an RMA and shipped a replacement. I was told once the replacement arrived the faulty one had to be returned within 14 days. The replacement should have included a TNT shipping label but it didn't. I contacted Google and one was sent a few days later.
So in short I did get a TNT shipping label.
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Thanks.
Can you please tell me who delivered the shipping label? Was it sent by post or by email.
Also, did TNT collect the return package from you or did you have to drop it to them ?
This is a really mad process. The customer support at Google is hopeless.

I ordered a replacement on monday and it was here on wednesday by parcelforce. They send a return bag shipping docs and a note what to do behind the shipping note. Contact tnt job done. New phone exactly the same as old phone, deaf as a post with signal dropping out for no reason.

I have returned 2, here's how it went for me;
Got my RMA link in an email along with a pdf containing an RMA number that I had to print out.
When my replacement device turned up it had a TNT bag and shipping label with it.
When I was ready I rang TNT, gave them the RMA number and arranged collection.
The driver and I sign the documentation with the TNT bag, I keep a copy, they take it to Poland.

I'm in the UK and want to rma because my USB port isn't working correctly what number did you guys ring?
This number is on the support page(0800 328 6081) but after selecting 3 and 1 it cuts me off and hangs up :/

I'm in the UK.
My old Nexus 7 went wrong a week after buying it from the Play store. I called Google, spoke to their customer services (she sounded American). Told them what was wrong, she explained the procedure for returning the item.
I was sent an email a few minutes later detailing what to do, attached was the RMA, shipping info etc. It was pretty straight forward. I was sent a replacement as soon as Google noticed the faulty one was shipped back to them!
All in all, took about four days from calling them to having a replacement.