Database Users

[Q] Getting replacement NC, need help.

Okay, so the power button has worn out on my NC and I called and had a replacement order made.
The customer service rep I got spoke a very "broken" english. I barely understood what he was telling me. I had to repeat almost every bit of info I gave him. He even misspelled my name on the RMA ticket, even after I gave my name to him 5 times.
Now here's the question. What do I do now? I have the RMA number/ticket, which they sent to me in email. Will they provide me with a package to put my nook in? and if so, what all do I put in it? sorry for all the questions, but any help is appreciated as calling them back will probably only complicate things. And half the time you try to get a response from the email service, you get an automated response telling you to call them. If I can just go up to a barnes and noble store and have them replace it that would be great.
Like I said any help is appreciated, Thanks.

turdferguson92 said:
Okay, so the power button has worn out on my NC and I called and had a replacement order made.
The customer service rep I got spoke a very "broken" english. I barely understood what he was telling me. I had to repeat almost every bit of info I gave him. He even misspelled my name on the RMA ticket, even after I gave my name to him 5 times.
Now here's the question. What do I do now? I have the RMA number/ticket, which they sent to me in email. Will they provide me with a package to put my nook in? and if so, what all do I put in it? sorry for all the questions, but any help is appreciated as calling them back will probably only complicate things. And half the time you try to get a response from the email service, you get an automated response telling you to call them. If I can just go up to a barnes and noble store and have them replace it that would be great.
Like I said any help is appreciated, Thanks.
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All RMAs I have done in the past, I packed up the unit and shipped via UPS (for tracking). Some manufacturers supply shipping labels but it sounds as if you were not issued one. To avoid possible complications, I have always taken pictures of the packing process (with time/date stamps) to document that the unit was in good cosmetic shape to refute any claims of CID (Customer Induced Damage) or shipper misconduct. I attached a statement reflecting that to the RMA documents included in the box. Try always use original boxes and packing items packed in a separate shipping box. (UPS can do this for you for a nominal fee). Depending on the problems, sometimes any accessories (power supplies, USB cords, etc) can be left out as those sometimes get "lost". Always make sure you have flashed back to stock. If Support sees a rooted unit they can refuse to do anything as rooting voids most warranties.
Hope this helps!

Well said, skeeterpro.
To OP, if they don't hand you the box, meaning you have to pack it up yourself.
If they don't send you the shipping label, meaning you have to pay shipping fee (if they reimburse, great, if not, it's out of your pocket)
Some vendors require very specific RMA package must be sent through a certain carrier, if not indicated, I would go with USPS for cheaper price, do make sure getting the delivery confirmation (and/or) signature required.

Thank you so much for the replies, guys. I ended up taking it to the b&n and the Guy at the counter just gave me a brand new one. Problem solved!
Sent from my Liberty using XDA App

turdferguson92 said:
Thank you so much for the replies, guys. I ended up taking it to the b&n and the Guy at the counter just gave me a brand new one. Problem solved!
Sent from my Liberty using XDA App
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Well.........that's works, too!
Good for you, dude.

skeeterpro said:
Well.........that's works, too!
Good for you, dude.
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Lucky you didn't get a refurb, I had 3 arrive DOA. I'm shipping them all back tomorrow (I'm sure the shipping will be $20-30). Still came out ahead at $120 each for 9. Still, that's a horrible failure rate for supposedly factory refurbished device.

UK Ebuyer returns

So, after a week of using my Nexus 7 the ghosting/image retention isn't getting any better and I've decided that I can't live with it.
My screen is also coming unglued on the left hand side like a lot of people's. I could probably live with this, but it's made me more determined to return it due to te ghosting. Has also made me think it makes sense to wait until it's been properly addressed by Asus/Google.
I'm therefore going to return it to Ebuyer and request a refund. Definitely want to buy another Nexus 7 eventually though as I love the device otherwise.
Has anyone already returned theirs to Ebuyer and, if so, how was the process? Did they argue with you?

00se7en said:
So, after a week of using my Nexus 7 the ghosting/image retention isn't getting any better and I've decided that I can't live with it.
My screen is also coming unglued on the left hand side like a lot of people's. I could probably live with this, but it's made me more determined to return it due to te ghosting. Has also made me think it makes sense to wait until it's been properly addressed by Asus/Google.
I'm therefore going to return it to Ebuyer and request a refund. Definitely want to buy another Nexus 7 eventually though as I love the device otherwise.
Has anyone already returned theirs to Ebuyer and, if so, how was the process? Did they argue with you?
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Hi mate. Yeah I returned mine to ebuyer. I wrote about the same things in my rma. I haven't received my replacement yet but as of now they haven't argued and accepted it quite easily . Just waiting for some return details from them.
Sent from my GT-I9100 using xda premium

Ebuyer return
Trying to return mine at the moment (Light bleeding on left hand side) and it has been fun so far....
1 - Attempted to return as DOA, but the online form said this had expired even though I was well within the time frame
2 - Filled in the normal return form, and entered that I want a refund
3 - Got a response saying that I need to call a number to get approval to return
4 - Called the number, and spoke to someone who said. 'ok no problem, will get that arranged for you - will email the details to you'
5 - The email instructed me to call Asus and discuss the problem with them to get an approval number.
6 - I replied that my contract is with Ebuyer, not Asus, so am not required to call them - Now awaiting their response
I am a long term customer with Ebuyer, and have been very happy with them so far. This is my first return though, and am not liking how this is progressing. When I purchase something from an online store, I expect to be able to return via online methods, not needing to call someone. They are also out of order trying to get me to call Asus - that is not how the sale of goods act works
Will update when I get more info!

bazman70 said:
This is my first return though, and am not liking how this is progressing. When I purchase something from an online store, I expect to be able to return via online methods, not needing to call someone. They are also out of order trying to get me to call Asus - that is not how the sale of goods act works
Will update when I get more info!
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I stopped using Ebuyer for exactly that reason some years ago, never a complaint with their prices or speed of delivery but when it comes to returns they will almost always try to shift the responsibility onto the manufacturer and give you the run around unless you put your foot down.

Just submitted my RMA for ghosting and screen separation. I put it down as "fault under warranty", description as "other" from the drop-down boxes and requested a full refund. I received an email saying to ring their local-rate support line. Was on hold for no longer than 5-10 minutes. As soon as I explained the ghosting issue to the rep he authorised it immediately and I now have an email link to arrange a free collection.
I am impressed with the service so far, though I guess the proof will be when the refund hits my bank account. I still have nightmares about the words "Our engineer's tested it and can't replicate the fault" from the dark days of my local IT box-shifter 12-15yrs ago...
Will wait for reports that new devices are fault free before re-ordering.

I buy loads from Ebuyer from work, have returned several things and had no problems.
Ok, they ask questions - who wouldn't? a lot of faults are not faults, they are user problems. So apart from that, which I consider appropriate, I've been perfectly happy with them for years.
Jeff

So, Ebuyer collected my Nexus 7 free of charge last Friday. I included a printout in the box with some good photos of both ghosting and screen lift so that it was obvious why I was returning it.
I received a message today stating "Following extensive tests by our Returns staff, this item was found to be faulty. Therefore a refund will be issued once the RMA has been closed."
Ebuyer certainly get the thumbs up from me this time :good:
I'll no doubt take a ribbing for this, but I've replaced the Nexus 7 with a Blackberry Playbook. Not for everyone I know, but I use a Blackberry Curve extensively at work and it bridges to the Playbook allowing me to access my calendar, inbox and browser on the larger screen. Will be even better on business trips as I have unlimited international roaming. As a result I've found it far more useful throughout the day than the Nexus 7, even though the screen resolution isn't as good, a few apps are missing, and it's a little heavier. £149 for 32gig is also a bargain.
For the avoidance of doubt though, unless you use a Blackberry as your primary phone the Nexus 7 is the better buy and if I ever buy a 10 inch tablet for use around the house 'll seriously consider a Jelly Bean device.

[Q] Google phone exchange questions

I have a nexus 4 and I have a bad buzzing in the ear piece. Who do I contact about an exchange and do they send me a new phone and I then ship my defective one back? I don't want to be without a phone.

Contact customer service number can be found on the play website under nexus 4. once you get the new phone u ship the old one back but it seems like even the replacement devices are out of stock and now on backorder so it'll probably take a couple weeks to ship
Sent from my Nexus 4 using xda app-developers app

otariq said:
Contact customer service number can be found on the play website under nexus 4. once you get the new phone u ship the old one back but it seems like even the replacement devices are out of stock and now on backorder so it'll probably take a couple weeks to ship
Sent from my Nexus 4 using xda app-developers app
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I don't mind a wait as long as I get a replacement. Are they sending new devices for warranty replacements and not refurbs I hope?

mobileboost said:
I don't mind a wait as long as I get a replacement. Are they sending new devices for warranty replacements and not refurbs I hope?
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In the UK at least, they will put a on-hold charge for a replacement device on your Wallet, ship you a new device, along with a return envelope, and you have 21 days to get it back to them, the held wallet charge will then be removed.
I too have a small problem with my Nexus 4 (a dark area on the display), it's only noticeable on light backgrounds. It's no biggie, but I do want it replaced, so I have a replacement on it's way.
They clearly have a RMA stock allocation reserved for this sorta thing, as it says ships in less than a week.
Here is much of the text that I got from Google, which explains the process for UK swap outs...
It was a very painless and very efficient process. I was on the phone for less than 5 minutes sorting it out, it was a freephone number, and the email came throu in 10 minutes with the details on how to order my replacement and what to do with sending the faulty one back.
I'm not annoyed that my device has a small fault (these things happen), what IS important to me, is how well the company deals with sorting it out, and so far Google have been excellent.
A replacement device will be provided and your original device will be inspected if you elect to send it in for warranty replacement.
*Important*
RETURN YOUR ORIGINAL DEVICE
You’ll need to return your original device to our service center. Additional charges for the full price of the device will be incurred if our service center doesn’t receive your original device within 21 days of this email.
UNDERSTAND YOUR WARRANTY COVERAGE
Additional charges up to the full price of your device will be incurred if our service center determines that the damage to your original device isn’t covered under warranty. Prior to ordering your replacement and sending your device for inspection, please refer to the warranty card in the Nexus 10 packaging or visit www.lg.com for details on the LG limited warranty.
If you elect to send in your device and receive a replacement after reviewing the warranty, the first step is to return your device using the attached RMA.
Please package the item carefully. The original packing materials may be used. If you are returning fewer items than in the original shipment, please add effective packing materials to ensure the box and the enclosed device(s) are adequately protected from movement inside the shipping box.
For detailed instructions on preparing an item for return, please visit our Help Center at http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2462890
To initiate the return of your original device you'll need to do the following:
1. Print the attached Return Authorization form
2. Insert the Return Authorization form into the outer shipping box.
3. You'll receive a return shipping label with your replacement device. Use this label with the shipping container used for returning your original device.
4. Schedule a pickup with our shipping provider, or take your package to any authorized shipping outlet near you.
To receive your replacement device free of charge, click the link below from your computer (not your mobile device) to access a personal cart that has been prepared with your replacement device already included. Please note that you must be signed in with the same account used to make your original purchase in order to access the below cart:
REMOVED....
An authorization for the full price of the replacement device will be placed on your credit card. This means that a portion of your card’s credit limit is held for several days, but no charge is made if your original device is delivered within 21 days and the damage to your device is verified to be covered under warranty.
Thanks,
XXXXXXXXXX
The Google Play Support Team
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Bonus points for spotting the error in the Google email

I have asked for a replacement as well. My power button was very moody, and sometimes even though I clicked it, the screen would not turn on/off. Had to press it slightly hard for it to work. I don't mind waiting for a couple of weeks for a replacement. The only thing I *am* worried about is what if my current phone develops a few scratches in the meanwhile? I don't think Google would still honour the replacement? :-/

veryjiggy said:
I have asked for a replacement as well. My power button was very moody, and sometimes even though I clicked it, the screen would not turn on/off. Had to press it slightly hard for it to work. I don't mind waiting for a couple of weeks for a replacement. The only thing I *am* worried about is what if my current phone develops a few scratches in the meanwhile? I don't think Google would still honour the replacement? :-/
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If you have reported it, it's no longer YOUR fault that they don't have stock.

CrazyPeter said:
If you have reported it, it's no longer YOUR fault that they don't have stock.
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I agree.
And the error is 'Nexus 10' in the email.
Just noticed it in my email as well.

[Q] Pre-Purchase Precautions

Any chance a mod could delete this thread please? Found a thread that was the same subject as my question. Couldn't figure out how (or if) I can delete it myself.
Hi guys, finally decided to take the plunge and shell out for a Nexus 10. This will be my first tablet purchase, so naturally I want it to go as smoothly as possible.
Although a lot of what I've read from purchasers here seem to suggest it's anything but a smooth process with Google. I've terrified myself half to death with some of the stories here. I should probably also mention that I've never had to RMA any device before, but I'm almost fully committed to the fact that I'll have to with this, after all I've read about it. Otherwise I wouldn't usually post a thread like this.
So. What are the main problems are that people have experienced, which required RMAs and are they still present in the newer batches, seeing as it's almost 6mths old now?
I've looked around these forums for the past half week and found what I believe to be a fairly conclusive list and their possible resolutions. Is there anything else beyond this list I should be watching out for?
RMA for sure
- battery issues - less than 6hrs
- faulty usb/hdmi socket
- constant wifi drop
- speakers buzz
- no sound via hdmi
- crap stuck under screen
- loose to touch/clicky camera lens
- light bleeding (only RMA if excessive)
SOFTWARE UPDATE
- constant restarts with stock rom
BEARABLE WITH CASE
- creaky back cover
Also, is it easier to return to Google or Samsung should I need to RMA?
Thanks in advice for any advice guys.

I have no problems you listed
However I haven't used hdmi
When you buy from play store you can return easily up to a year
They send you the new tablet first so you will have no downtime
Google doesn't repair, they just send new ones
When are you receiving?

SayWhat10 said:
I have no problems you listed
However I haven't used hdmi
When you buy from play store you can return easily up to a year
They send you the new tablet first so you will have no downtime
Google doesn't repair, they just send new ones
When are you receiving?
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Should be receiving within the next 2 days. Just waiting for the payment to clear. If I do need to send for a replacement and they send a new one right away, before collecting the old, do they charge for that unit and then refund? As my bank balance won't cover if they were to charge for the replacement and then refund. Creating obvious issues with my bank.

theta_sigma2 said:
Should be receiving within the next 2 days. Just waiting for the payment to clear. If I do need to send for a replacement and they send a new one right away, before collecting the old, do they charge for that unit and then refund? As my bank balance won't cover if they were to charge for the replacement and then refund. Creating obvious issues with my bank.
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Well of course Google has to cover themselves in case people refuse to send the old one back. BUT, what happens is, they put a hold on whatever you use to pay for it with. Like I used a credit card, they took a hold out for $400,but didnt charge me. So the $400 never showed up on my credit card, but my credit limit available was lowered by that hold. It gets released when you return the tablet. Totatlly understand why Google does this. But I'll do that to reduce downtime with no tablet. In the end I paid $0 for getting the new tablet.Shipping both ways is free.

Asus support and RMA experience - worst I ever dealt with

After having the Asus tablet for couple months, I decided to use the MicroSD card. Bought a brand new card, put it in and everything worked. Two weeks later, take the card out to copy more movies onto it then put it back in. NO, the card won't seat any more. Every time I push it in, it will pop right out.
4/23/2016
Opened support ticket with all the information. The first thing that the support person said is that my product is out of warranty. I have to upload my receipt three times to different places to proof that it is under 1 year. After all the effort, he opened a RMA request and ask me to send the tablet for repair. I have to pay for the shipping in though. Since there is no other choices, I packed it and send it in the next day.
5/12/2016
After ~three weeks of no update, they sent an email to me asking for $135.94 to get the tablet fixed. I have to contact the support again. Again, first thing they did is tried to get rid of me by telling me that RMA is different department and they cannot even open the URL sent by the RMA department to look at the details. Fine, I copied and pasted everything from that site for them since I have internet access (maybe too many employees in Asus look at porn site during work hour so that they blocked everything and accidentally blocked their own RMA vendor site?). The support (Ainsley) told me that it is under warranty and just dispute the charge - try to get rid of me again here. I did the dispute then I noticed that in the email, it said "damage to the motherboard is not covered under the ASUS manufacturer warranty". So I asked the support again what that means. Now they changed to "sorry, if that is the case, we cannot get it fixed unless you pay for it". The next question I had is "if you know the card reader is on the motherboard which is not covered by the warranty in the first place, why ask me to pay for the shipping to send it in?". I have to ask that question literally 20 times to get an answer - "so it can be serviced". I assumed that means "so they can charge me $135.94 for a $70 tablet". I guess I have to leave it for them to do whatever they want at this point. I am totally done with Asus.
I hope you will stay away from Asus after reading this. Unfortunately, I also own a Nexus 7 which stopped auto-rating (accelerometer and gyroscope are broken) after 1 year of light use. This is definitely not a good quality brand.

This thing is so cheap, just purchase a new one not bother to repair

Got the item shipped back to me. Cannot even turn on now. What a piece of crap.