I picked up mine at GS last Fri. Two dead pixels and light bleeding in top and bottom left corners. They are saying they can't replace it until the "2nd or 3rd wave" comes in. I don't want this to go past 30 days...shouldn't they be able to order me a replacement or do you guys think Google would be able to help me out?
Anyone having a similar issue?
Sent from my Nexus 7 using Tapatalk 2
Initiate a warranty exchange with Google or Asus. Dont wait on their word and get screwed or at least get it in writing.
Sent from my Nexus 7 using Tapatalk 2
I see a talk to a specialist option but no numbers on the Google Play contact page. Can you only submit via email?
Sent from my Nexus 7 using Tapatalk 2
Not sure which thread I read it in, might have been the Defect one in Q&A but one user in same situation said the employee at GS just ordered him another one and told him he could exchange it when it came in might want to speak to a manager see if they can help
Update - Got my replacement today - manager did end up having to stay on top of the GS warehouse to get me another, the customer support was great. New device has no defects that I can see (other than a slightly wobbly/loose usb)
Related
Has anyone bought a Nexus 10 from a place other than the Play store and had to RMA their device? I am curious as how Samsung's service is in terms of getting a replacement unit out to you. Getting a replacement unit from Google is pretty simple but is it as easy to get one from Samsung? Do they attempt to fix the device (for example, if you had light bleeding) or do they send you out a new unit?
Bad service.
ayman07 said:
Has anyone bought a Nexus 10 from a place other than the Play store and had to RMA their device? I am curious as how Samsung's service is in terms of getting a replacement unit out to you. Getting a replacement unit from Google is pretty simple but is it as easy to get one from Samsung? Do they attempt to fix the device (for example, if you had light bleeding) or do they send you out a new unit?
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Click to collapse
I bought mine from walmart and thought my battery was bad. I called samsung and it was painful to say the least. They transferred me 5 times. Once they sent me to google cause they said they didn't handle nexus products. Google sent me back to them I picked the wifi only option and they told me again it was a google product I told him I just got transferred back by google. He sent me to the manager who again tried to tell me they didn't deal with nexus products. So I told them my problem and told them I felt the battery was bad. He finally just said okay I'll put in a ticket for you to send it to Texas (I believe he said, wasn't really listening as I felt I should have just got a new one). He said the process would take somewhere from 2-3 weeks. I said forget I'll just deal with the bad battery until I can buy one and replace it myself.
The shipping process with Samsung is much the same except that it takes multiple transfers on the phone to find someone that has a screen that can do an RMA ticket on the device. My problem is that in doing the work they don't really make sure they solved the problem you had. I had my screen replaced and they put a worse screen in with four corners of large light bleed and they even managed to scratch up the back of my device. I was upset to say the least and had to ship it back for them to fix their shoddy workmanship. On top of that... I sent mine back on the 16th and it didn't get opened until 2 days after arrival. As of a week ago it has been sitting on hold waiting for parts. So its been in Samsung's hands now for 2 weeks and no word on when they will get whatever parts they need in stock or ship it back. When you ship they pre pay a 2 day air ups label and send it back 2 day air as well. Hope to get it back reasonably soon as the device has been out of use now for over a month. First trip took about two weeks total. Second trip who knows.
BTW, I did buy mine from play but was tired of worse RMA replacements. Everything was perfect on mine other than a little dimming along the camera edge of the screen and a dead pixel.
Sent from my often RMA'd Nexus 4, So that I can use the one I'm using now when I get the 6th and hopefully final one.
I bought a 16gb nexus 7 on launch and like many of them I had a very small amount of screen lift on the left side. I never really cared much about it because it was minimal. Now after months of use the screen has lifted more and the case creaks when I touch on the left side of the screen. So now that it's much worse I want to exchange my nexus 7. Is this screen lift issue covered under the 1 year warranty from Google? It sounds to me that this issue is so common that they should give me a new one no problem. Is this true or am I going to have to deal with a lot of reps to get a new one?
Sent from my Nexus 7 using Tapatalk HD
SupWiz17 said:
I bought a 16gb nexus 7 on launch and like many of them I had a very small amount of screen lift on the left side. I never really cared much about it because it was minimal. Now after months of use the screen has lifted more and the case creaks when I touch on the left side of the screen. So now that it's much worse I want to exchange my nexus 7. Is this screen lift issue covered under the 1 year warranty from Google? It sounds to me that this issue is so common that they should give me a new one no problem. Is this true or am I going to have to deal with a lot of reps to get a new one?
Sent from my Nexus 7 using Tapatalk HD
Click to expand...
Click to collapse
If you bought it from Play Store you should be fine. Call during daytime business hours to get the more knowledgeable call centre. When I called to RMA my N73G on the weekend, I got some totally spaced out rep who said she'd open me a ticket and nothing happened. Finally on my third call I got someone totally on the ball, and she walked me through the whole process of a device swap.
Basically what they do is set up an RMA ticket, and then they e-mail you a special link to "order" your replacement on Play Store. It will charge a hold to your credit card. My ship date is still a week from now but at least they're honest. Upon arrival of the new device you have (14? 21?) days to send the old one back.
If they're willing to do a swap on a blown-out speaker I would think they'll do one for screen lift.
cmstlist said:
If you bought it from Play Store you should be fine. Call during daytime business hours to get the more knowledgeable call centre. When I called to RMA my N73G on the weekend, I got some totally spaced out rep who said she'd open me a ticket and nothing happened. Finally on my third call I got someone totally on the ball, and she walked me through the whole process of a device swap.
Basically what they do is set up an RMA ticket, and then they e-mail you a special link to "order" your replacement on Play Store. It will charge a hold to your credit card. My ship date is still a week from now but at least they're honest. Upon arrival of the new device you have (14? 21?) days to send the old one back.
If they're willing to do a swap on a blown-out speaker I would think they'll do one for screen lift.
Click to expand...
Click to collapse
Thanks for the info. I will give them a call and see how it goes. It sounds like the screen lift issue is common enough that they know about it and will exchange it for me.
Sent from my Nexus 4 using Tapatalk 2
SupWiz17 said:
Thanks for the info. I will give them a call and see how it goes. It sounds like the screen lift issue is common enough that they know about it and will exchange it for me.
Sent from my Nexus 4 using Tapatalk 2
Click to expand...
Click to collapse
How did your RMA go? Did they exchange it and provide a new one free of charge or was a complicated process?
My N7's whole body is creaking when I hold it and there is backlight bleeding as well on its bottom left corner. So I was thinking of initiating a complaint as well..
I bought my device on the 6th July 2012, so very soon after release and it is starting to get the screen lifting issue. I bought it from Google Play, who I contacted over the phone, and they told me to go to Asus. I don't want to call their hotline, as it costs and they'll probably just put me on hold for 30 mins to strain my already empty bank account, so I sent them a Technical Inquiry email. They replied, asking for a picture of the problem but it won't let me reply back to them. It was 2 days ago I started trying to reply but it still won't work. I have just had to start another inquiry and have attached the picture to it, but I'm not entirely sure if it's working or not, and it's going to take another few days for them to get back to me..
The problem is causing the device to 'creak' when held/picked up, and is gradually getting worse. I read that I should be able to get a new one as it is still under warranty but how am I supposed to achieve this if I can't even contact the company!?
What would you suggest I do? Phone up and pay the charge or wait even longer for the crappy Asus website to respond.
Thanks
/rant
I'm just dumbfounded that you finally decide to return it now.... Lol
Sent from my Nexus 4 using Tapatalk 2
Hey guys,
I previously had a black 16GB Nexus 4 that was perfect in terms of build quality. I switched to the white 16GB version when that came out, and am having some problems with my device. The biggest issue is that there's a dark vertical line running down the left hand side of the screen (attached picture). The phone is also creaky on all four corners of the device when I press down on it. Also, on the left side of the phone, one of the clips isn't properly seated and you can see a bit of a gap. Is this something that Google will replace my device for? The screen defect is pretty annoying. Anyone have experience with Google's RMA process? I can't be without a phone... How much money do they put a hold on your credit card for if you do an advance RMA (cross ship)? Thanks for your help.
Sent from my Nexus 4 using Tapatalk 4 Beta
I would RMA it. They cover it.
Full price is held on card.
Thanks for reply. I think I'll definitely be RMAing it. I just hope they kept some extra white models for RMA purposes, because I believe the white has been sold out on the Google Play store
Sent from my Nexus 4
Just ask them when you call in for the RMA. If they don't , get a refund.
Just so u guys know the process. I called in and explained issue. He walked me thru some basic troubleshooting. Last thing he wanted me to do was a factory reset. So he emailed me instructions how to do it and told me to call/email back if the factory reset fixed it. If it didn't fix it, he would have the device replaced. So I emailed him back after I did the factory reset (even tho I knew it wouldnt fix anything) telling him it didn't fix the issue. He then emailed back saying he was forwarding my case to a specialist who would help get me a replacement device. Waiting to hear from the specialist now. Should hear something by tomorrow. If they're out of the white model nexus 4's, I wonder if I can get them to upgrade me to the HTC One or Galaxy S 4 Google Play Editions (since their both white)... Hey, a man came dream right? I'll be documenting the RMA process in the thread for the benefit of others in the future.
Sent from my Nexus 4 using Tapatalk 4 Beta
You can never know, maybe they will upgrade it for free. good luck, and thanks for sharing the procedure with us.
My screen died, first it wouldn't respond to touch and before I could factory reset the whole phone died, can't get to fastboot and it isn't recognized in adb. My new phone will be here Monday and I don't know if they will go good on the warranty as the defective one has an unlocked bootloader and a custom recovery on it. Only time will tell! I'll let you guys know when the dust settles. As for the dark line on your screen, I bought a TV that had the same thing and they had to replace it..I think they said it was the display monitor that had went.
sent from my N7 :smokin:
Received my prepaid shipping label to ship my phone back to Google. Strangely, I didn't request an advance RMA, but they put in for an advance RMA anyway, so I had to give my credit card which they put an authorization for the full amount of the phone. What if I didn't have the money? Whatever happened to doing a *normal* RMA? Where they wait to receive the defective item, inspect it, and then send the replacement device, no credit cards needed. So I don't like that they give no option except advance RMA. Not everyone has an extra $350 laying around.
Another point of concern. It said in the RMA instructions to keep the charger that came with the phone because the replacement phone doesn't come with a charger. I emailed them back about this and asked why the new phone doesn't come with a charger, because NEW phones come with chargers. I asked so I could make sure that I'd be receiving a new phone. That would be a bunch of crap if they hold your credit card for $350+ and send you a refurb phone.
Looks like they still have white Nexus 4's in stock for RMA purposes. It stated on the RMA page "16GB white nexus 4 with bumper". So much for lucking out and having them upgrade me hehe.
I'll keep updating as more information becomes available.
Sent from my Nexus 4 using Tapatalk 4 Beta
Very strange..I specifically asked about refurbished devices in our emails back and forth and they assured me that they only send out new devices. I also emailed them about the charger and was told to return my old one as I would be getting a new one as well? I hope for our sake that what they told me was true..mine will be here tomorrow 07/29/13. I'll report back when I receive it.
sent from my N7 :smokin:
I have yet to receive a reply to my email asking why I shouldn't return my charger, since new devices come with them. Good to hear that you got a reply saying to return the charger because you'd be getting a new one. I think what might be going on is that what they send is simply a boilerplate copy/paste email. All signs *seem* to point to us getting new devices. I wonder if we'll be getting new bumper cases as well? Did you return the bumper with your phone?
Sent from my Nexus 4 using Tapatalk 4 Beta
No, I kept my bumper as I'm sure they won't replace it..lucky I ordered two sets of best skins screen protectors as well because I doubt they would reimburse you for that either
sent from my N7 :smokin:
Got my delivery everything looks new to me including the charger. I don't think it's the latest version, my old one was a 301k and my new one is a 303k but as long as it works I'll be happy. Good luck with yours. Chive on!
sent from my N7 :smokin:
Got my replacement. It's a new device and thankfully it has no screen flaws or creaking. It's a white Nexus 4, so it's a 305K just like my last one. Cheers guys!
Sent from my Nexus 4 using Tapatalk 4 Beta
Also want to add they sent me a new bumper as well.
Sent from my Nexus 4 using Tapatalk 4 Beta
Guess what... Replacement device has developed the same grey vertical line (left hand side) issue. After further research, seems many others are experiencing this issue. I doubt another RMA will fix it, as I'm starting to believe it's a characteristic/defect of the phone/display's design.
Sent from my Nexus 4 using Tapatalk 4
hey, i finally found someone able to post a picture of this. i had the same issue with my n4 bought in december, i noticed, called google, got a new replacement device for free and guess what? that bloody line was still there! now i'm just keeping this replacement device with (once again) the line and..i guess i'll just live with it!
Doesn't that make you mad? I really like the phone, I just am really sensitive to screen flaws. I emailed Google to see if I can pay the difference for a GS4 Google Play Edition.
Sent from my Nexus 4 using Tapatalk 4
Update: Google granted RMA for the replacement device they sent me that had the same issue (read above). Just waiting now for a "specialist" (just like last time) to send me a prepaid shipping label.
Sent from my Nexus 4 using Tapatalk 4
Mine too..i have strange vertical line even i swapped but the new one also have this issue...is there any solution to fix without warranty claim?is it possible to fade away by itself after few weeks/months?
Sent from my Nexus 4 using xda app-developers app
riyoshadqi said:
Mine too..i have strange vertical line even i swapped but the new one also have this issue...is there any solution to fix without warranty claim?is it possible to fade away by itself after few weeks/months?
Sent from my Nexus 4 using xda app-developers app
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Click to collapse
I've found no way to fix it. It's definitely a hardware issue. Mine have gotten worse over time. I just sold the last replacement one Google sent me without even opening it. Got a Nexus 5 and crossing my fingers but haven't had any issues with it
Sent from my Nexus 5
Hello guys,i sended my tablet 2 times for the grounded touchscreen issue many of you know ,first time my tablet returned after 2 days at the repair center and the center didn't done anything to it,just a hard reset.
So I Send the tablet back for a second time ,this time the tablet was there over 20days,this time they replace a "usb board" so i thought problem fixed,today i got my tablet and it came with the same problem.... but this time more horrible with with missing touches all over the upper middle part of the Screen when it's not grounded and that's not enough,i was shocked when i saw the service damaged the frame of my tablet!! ,seems like someone did try to open it with a screwdriver and the frame has a damaged/broke part on the top right ,i called the service center and told them that the problem hasn't fixed still! and specially for the damaged they service did on the frame! and i did send a picture of it ,they told me they will make a new RMA and i will send it tomorrow AGAIN.
My adventure continues,i used to be a very big supporter of Asus... has anyone experience anything similar? please let me know ,or any suggestion guys
They have had mine for 4 weeks.........
I just got my tablet back day before yesterday. It took exactly 2 weeks from the time I sent it. I was having an issue with the USB port. It wouldn't charge or connect to my pc while the tablet was turned on. It would charge when it was powered off and the computer could see it while in fastboot mode. So I was able to return it to stock and relock the bootloader.
I don't know the details of what was repaired. Is that documented somewhere? I did setup up an account with ASUS. I actually started the whole RMA process online. Never actually spoke to a person. For the most part it was pretty painless other than not having a tablet for 2 weeks.
Here are videos i took after this second repair to see the problem is still here https://www.youtube.com/watch?v=60oysCFNopk
https://www.youtube.com/watch?v=HZVRJD4omEU
and this is what they do to my tablets frame,which i had in amazing condition since day one with case and screen protector View attachment 2691497
I RMAd mine because the micro USB port was intermittently working. It took them 4 weeks to decide not to fix it, and send me what they claim is a new one..........
ruskastud said:
I RMAd mine because the micro USB port was intermittently working. It took them 4 weeks to decide not to fix it, and send me what they claim is a new one..........
Click to expand...
Click to collapse
so they send you a new unit?
It's definitely a different tablet. It looks good, but who knows if it's actually new........
Sent from my Nexus 7 using xda app-developers app
ruskastud said:
It's definitely a different tablet. It looks good, but who knows if it's actually new........
Sent from my Nexus 7 using xda app-developers app
Click to expand...
Click to collapse
You asked for a new unit? You didn't have an option for take your money back?
ruskastud said:
It's definitely a different tablet. It looks good, but who knows if it's actually new........
Sent from my Nexus 7 using xda app-developers app
Click to expand...
Click to collapse
I didn't ask for a new unit. I thought mine was going to get repaired. They chose not to repair it, and send me a "new" one. I wasn't asked or given any other options.......
Sent from my Nexus 7 using xda app-developers app
My heart goes out to anyone struggling with this tablet. I waited weeks and tried updates but it never helped. Customer service was of no assistance. I've read nothing but horror stories on sending in these units. Luckily I was able to correct my issue with Ts11 fix. I am now seeing people have problems with it messing up again.
Highly considering selling my unit online while it's working and washing my hands of the situation.
Just remember no matter what the company, the squeaky wheel gets the oil. Be patient, kind, not rude, and persistent. You may have to make ten phone calls but eventually they will get tired of it and help.
I am glad to read that someone in this thread actually got Asus to send them a replacement. I would like to know what condition it's in and if you've had any problems with it yet???
Sent from my Nexus 7 using Tapatalk
dimcreed22 said:
Hello guys,i sended my tablet 2 times for the grounded touchscreen issue many of you know ,first time my tablet returned after 2 days at the repair center and the center didn't done anything to it,just a hard reset.
So I Send the tablet back for a second time ,this time the tablet was there over 20days,this time they replace a "usb board" so i thought problem fixed,today i got my tablet and it came with the same problem.... but this time more horrible with with missing touches all over the upper middle part of the Screen when it's not grounded and that's not enough,i was shocked when i saw the service damaged the frame of my tablet!! ,seems like someone did try to open it with a screwdriver and the frame has a damaged/broke part on the top right ,i called the service center and told them that the problem hasn't fixed still! and specially for the damaged they service did on the frame! and i did send a picture of it ,they told me they will make a new RMA and i will send it tomorrow AGAIN.
My adventure continues,i used to be a very big supporter of Asus... has anyone experience anything similar? please let me know ,or any suggestion guys
Click to expand...
Click to collapse
Wow, at least you got an RMA!!!
I know this is off topic but does relate to what you say...
I have tried RMA for a 3 mother boards over the years. The last motherboard, about 6 months ago... They never compelted the RAM process, they never sent an email confirmation, nothing. I emailed multiple times and they said they have no RMA. Then out of the blue the email with RMA number. This was after many attempts on the website. So I send said motherboard back to asus thinking it was an issue with the power capacitors (I am very knowledgeable when it comes to mother boards). Keeping in mind, it was still under warranty, they email me back saying that there are scratches around the CPU mounting holes that are causing the issue and its $180 to fix.
Then they dremmeled down even further to "show" me, totally ruining the board.
I have other stories too... That match yours as I only use Asus motherboards on my PC Builds... But that is matching your story. They made product worse and then told me its not under warranty.
Asus is a great manufacturer but the customer service is horrid.
My Nexus 7 is @ Asus atm.
They received it today and sent me an email.
It'll take up to 7 - 10 business days before I know something...
I got 2 big red dots/smudges in/on my screen (on dark backgrounds)...
Panja said:
My Nexus 7 is @ Asus atm.
They received it today and sent me an email.
It'll take up to 7 - 10 business days before I know something...
I got 2 big red dots/smudges in/on my screen (on dark backgrounds)...
Click to expand...
Click to collapse
I had those to I found out it was from to much pressure on the screen
Sent From Ville Candykat
Flashalot said:
I had those to I found out it was from to much pressure on the screen
Sent From Ville Candykat
Click to expand...
Click to collapse
Serious?!
I received my Nexus around a month ago.
Can't remember if I had them before but always using the Nexus with care...
Panja said:
My Nexus 7 is @ Asus atm.
They received it today and sent me an email.
It'll take up to 7 - 10 business days before I know something...
I got 2 big red dots/smudges in/on my screen (on dark backgrounds)...
Click to expand...
Click to collapse
I also am experiencing the same problem. It irritates a lot while watching movies.
Sent from my Nexus 7 using Tapatalk
I just got mine back from Asus repair.
They replaced the LCD panel in my Nexus.
The 2 red smudges are gone but... I got 1 dead pixel back.
Phoned Asus support but apparently 1 dead pixel is within the legal margins here in NL and they cannot help me with this problem.
So long story short: 2 red smudges within a month of purchase, Asus replaced LCD, smudges gone, dead pixel instead.
I have never been to a service center until I start using tablets made by ASUS.
The very first time I went to their service center is because I got a Transformer Prime (TF201) that bricked itself when updating the official firmware! They took about a week to repair and the motherboard is replaced. I didn't have time to give a thorough check as they are about to close the center (I went after work). When I got home, I check the condition again and found out that the frame is loosen and scratched. What's worse, this new motherboard made me unable to unlock the tablet when I have decided to go cyanogenmod, I had to send it to RMA (RMA for what is obviously a software issue) again in order to get it unlocked.
I swore I'll never buy any ASUS product again.
Despite the hatred towards ASUS, Google Nexus once again draw me back to ASUS. As much as I believe in Nexus brand, ASUS once again made me disappointed (obviously I've the same touchscreen issue). However, I'm hesitated as to whether I should send it to RMA or not. I don't want to have a tablet in physically good condition that come back with a loosen and scratched frame.
This issue don't just made me hate ASUS more, it also made me starts doubting my previous thinking that "Nexus is a good brand" to buy.