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Hate to admit it, but this is my third RMA. I did a couple back in July and still had issues. So decided to wait a month or more and try one more RMA.
My first two RMAs with Google were pretty quick. I called them, got the link request the replacement. It took them about one business day to ship it and they'd send it 2 day delivery. So the entire process from the time I called to receiving the replacement was just 3 days on both of those RMAs. And that was when Google was up to their elbows in new orders and replacements.
I would have thought almost 2 months later things would settle down. But I started an RMA on Tuesday and it's Friday and they haven't even shipped it yet.
Anyone else do any RMAs this week?
Ravynmagi said:
Hate to admit it, but this is my third RMA. I did a couple back in July and still had issues. So decided to wait a month or more and try one more RMA.
My first two RMAs with Google were pretty quick. I called them, got the link request the replacement. It took them about one business day to ship it and they'd send it 2 day delivery. So the entire process from the time I called to receiving the replacement was just 3 days on both of those RMAs. And that was when Google was up to their elbows in new orders and replacements.
I would have thought almost 2 months later things would settle down. But I started an RMA on Tuesday and it's Friday and they haven't even shipped it yet.
Anyone else do any RMAs this week?
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Click to collapse
The whole process has gone to s#! *, my first rma at the beginning of august I got labels, rma form, and replacement shipped the same day. 2nd rma I called Google and they told me a rep would call me back to take my info down. Never got the call and had to call them back. A whole lot of phone and email tag trying to get all my forms and labels just to get a replacement
Sent from my Black "Destroy Mode" Nexus 7
Oh yeah. I just realized I haven't even gotten the email with the return labels. That usually comes at the same time as the email for the replacement order.
Guess I'll have to call Google and find out what happened to the RMA.
Call once more, if nothing happens then file a complaint with the BBB.
Ravynmagi said:
Hate to admit it, but this is my third RMA. I did a couple back in July and still had issues. So decided to wait a month or more and try one more RMA.
My first two RMAs with Google were pretty quick. I called them, got the link request the replacement. It took them about one business day to ship it and they'd send it 2 day delivery. So the entire process from the time I called to receiving the replacement was just 3 days on both of those RMAs. And that was when Google was up to their elbows in new orders and replacements.
I would have thought almost 2 months later things would settle down. But I started an RMA on Tuesday and it's Friday and they haven't even shipped it yet.
Anyone else do any RMAs this week?
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Click to collapse
I did one almost a week ago and still hasn't shipped... So I feel where you're coming from.
WackyClash said:
I did one almost a week ago and still hasn't shipped... So I feel where you're coming from.
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I didn't call, figure since is Friday I'll just wait to next Monday to find out what is happening. Perhaps they are waiting on the next C9O batch from ASUS.
I called Google and it turns out their system went down and existing replacements got stuck in the queue. He said he'll need to escalate my issue to get my replacement unstuck from the queue.
Got this shortly later from Google...
Hi,
We're aware of an issue preventing shipment of advance replacement devices
and are working on a fix.
Please rest assured that this delay will be accounted for when calculating
the deadline for return of your original device.
Apologies for the inconvenience.
Regards,
The Google Play Team
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Click to collapse
Ravynmagi said:
I called Google and it turns out their system went down and existing replacements got stuck in the queue. He said he'll need to escalate my issue to get my replacement unstuck from the queue.
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Click to collapse
At least u didn't get a "ghost" unit. When I went to get an rma on my second unit (screen lift and dead pixels) Google said they couldn't find my n7 in their system. So it took me a week and a half before they got it resolved and sent me a new one
Sent from my Rooted, LazyPanda, White "Destroy Mode" Evo
Yeah,I also called them this morning and receive that same email.
I placed my original RMA request on 8-31. Every day I call them and they tell me the same story.. That they are escalating my order to another department that is dealing with the shipments of RMA's and nothing every happens. I call everyday.
Hi ,
Thank you for contacting Google. It was a pleasure getting to speak with
you today. As promised, I've forwarded your case to a specialist to begin
working to resolve your issue as soon as possible.
We're aware of an issue preventing shipment of advance replacement devices
and are working on a fix.
Please rest assured that this delay will be accounted for when calculating
the deadline for return of your original device.
In the meantime, if you come across any other information that you'd like
to pass along, please feel free to reply to this email. Your responses
will automatically go to the specialist working on your case.
Apologies for the inconvenience.
Regards,
The Google Play Team
Ravynmagi said:
Got this shortly later from Google...
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Click to collapse
Geez, not good to hear this has at least been going on since August 31st and still isn't fixed. Google had no problem putting a hold on my credit card though.
They told me to call again if I don't hear anything by Thursday.
I just called and they said it's stuck in a pending state as well. Guy said he would email my case specialist and I should get an email back.
Hmm...that sucks. I have been contemplating RMAing my N7 lately. I've always had very slight screen lift, but it never really bothered me. I removed 2 screws under the area where the lift was, and later removed the sponge strip. That fixed it 90% of the way. But the last few weeks I get the unresponsive touch screen, and have to turn the screen off, then back on. That fixes it completely, until it happens again. I've flashed a few ROMs and kernels, and it's a lot better now, but still happens daily.
If/when I hear that new units aren't plagued with defects, I may RMA.
So if I ordered from the Play Store and request an RMA, they'll send me a new one first, place a $199+tax hold on my CC, and wait for me to return mine, correct?
What if I get the new one and it's worse, and I want to return IT? Does that create a bigger problem?
Thanks, and keep us up to date on your situation please
Edit: Is it possible to RMA an 8GB model, and request the new one be a 16GB, and pay the difference?
jaycustom said:
If/when I hear that new units aren't plagued with defects, I may RMA.
So if I ordered from the Play Store and request an RMA, they'll send me a new one first, place a $199+tax hold on my CC, and wait for me to return mine, correct?
What if I get the new one and it's worse, and I want to return IT? Does that create a bigger problem?
Thanks, and keep us up to date on your situation please
Edit: Is it possible to RMA an 8GB model, and request the new one be a 16GB, and pay the difference?
Click to expand...
Click to collapse
The hold they put on your credit card is only the cost of the device, no sales tax. So for the 8GB model it would only be $199 total. They hold with my bank usually goes away in less than 2 days.
Google rep told me that if the replacement also has issues they still wanted me to return the original and then do another RMA on the replacement.
You have 3 weeks to return the device and normally the RMA process is pretty quick. So you could still hold on to the original while doing another RMA on the second, so long as you get that original back within the 3 week window.
For the last item, you can ask, but doubtful.
Ravynmagi said:
The hold they put on your credit card is only the cost of the device, no sales tax. So for the 8GB model it would only be $199 total. They hold with my bank usually goes away in less than 2 days.
Google rep told me that if the replacement also has issues they still wanted me to return the original and then do another RMA on the replacement.
You have 3 weeks to return the device and normally the RMA process is pretty quick. So you could still hold on to the original while doing another RMA on the second, so long as you get that original back within the 3 week window.
For the last item, you can ask, but doubtful.
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Click to collapse
Cool, thanks for the info man!
So what you said..."Google rep told me that if the replacement also has issues they still wanted me to return the original and then do
another RMA on the replacement."
If I got a replacement that was worse(dead pixels, blown speaker) than my original (screen lift) I would have to keep the crappier one and give them my original N7 per the RMA...then start an RMA on the crappy replacement that I now am stuck with for an unspecified amount of days? That would suck. I've heard many stories of the replacement having more/worse defects than the original. Well, when or if the N7 starts to ship mainly defect free, I might RMA. Until then, I just have a really bad feeling that I have over a 50% chance my replacement will have more/worse defects. I guess I'll just keep mine, while keeping a lookout for better quality batches in the future. Thanks again man, good luck on the new Nexus.
Replacement Device being shipped.
Just a update. I received the shipping email this morning.. Whoo hoo.
Submitted RMA request: 08/31
Shipped new device: 09/12
The Authorization fell off out cc account but Google reran the authorization again today.
Ravynmagi said:
Geez, not good to hear this has at least been going on since August 31st and still isn't fixed. Google had no problem putting a hold on my credit card though.
They told me to call again if I don't hear anything by Thursday.
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Click to collapse
Google has lost there mind..
im waiting for them to send me a replacement device for a replacement that came damaged. THEY HAVE A GRAND of my money.. HOW Do they feel this is ok to do ...
GOOGLE I HOPE YOU WATCHING This forum . your layal customers are very upset . and APPLE IS LOVING EVERY MINUTE.
I just received my replacement today (sent the RMA request on September 4th) and it is a C50K with 2 dents on the bottom (1 big and 1 barely noticeable). The border around the screen is blue instead of black and on the inside there are fingerprints everywhere. The screen is still raised on the left side but at the moment it isn't loose and creaky (yet).
Received RMA Device
Just another Update.
I received my Replacement device yesterday. Same issue. Left part of screen is raised and its a C80.
So off to send original one back and do this process all over again
I got my replacement yesterday too. It's a C8O and sadly it's got the screen lift on the left side, quite noticeable lift.
This is my third and last RMA. Sadly I'm just gonna have to accept it and live with it. I'm still happy with it for $250, just physical flaws bother me a bit. Oh well.
Hi guys, hope you can help me.
See.. I asked for google about a replacement because the half of the screen going out when I pressed on the top right side between the camera and the right corner, exactly like this:
http://www.youtube.com/watch?v=wrrV6L5nD68
I called google for my replacement, I was little worried because I purchase my n7 in july 18 th but the operator told there is no problem, he send me the rma to my gmail, I notice google charge 200 dlls (8 gb) for your replacement until the old one arrives.
Well the old one arrived in friday sep 7, i paid in 8 september the replacement but google hasnt unhold my 200 dlls, so my question is how much takes google to unhold your money ?, I called again like 3 times and every operator tells me something different:
The first one they tell the money gonna be unhold when the defective one arrives. (obviously not..)
the second tell me one week since the defective arrive.
the third 3 ONE MONTH! I was like what?!?, each time they increase more the time..
somebody have the money back? how long it takes?
oh and my replacemnt hasnt arrive yet, they first tell me 3 days, i called yesterday and say me 1 week, why..
henry225 said:
Hi guys, hope you can help me.
See.. I asked for google about a replacement because the half of the screen going out when I pressed on the top right side between the camera and the right corner, exactly like this:
http://www.youtube.com/watch?v=wrrV6L5nD68
I called google for my replacement, I was little worried because I purchase my n7 in july 18 th but the operator told there is no problem, he send me the rma to my gmail, I notice google charge 200 dlls (8 gb) for your replacement until the old one arrives.
Well the old one arrived in friday sep 7, i paid in 8 september the replacement but google hasnt unhold my 200 dlls, so my question is how much takes google to unhold your money ?, I called again like 3 times and every operator tells me something different:
The first one they tell the money gonna be unhold when the defective one arrives. (obviously not..)
the second tell me one week since the defective arrive.
the third 3 ONE MONTH! I was like what?!?, each time they increase more the time..
somebody have the money back? how long it takes?
oh and my replacemnt hasnt arrive yet, they first tell me 3 days, i called yesterday and say me 1 week, why..
Click to expand...
Click to collapse
Delivery of ur replacement should be about 4 days, 2 days to process and 2 to ship. They take the charge off ur card when u ship the defective tablet in, normally after UPS has input it into their system is when they remove the charge
Sent from my Rooted, LazyPanda, White "Destroy Mode" Evo
That is my problem the defective has delivered in September 7, and google doesnt return the charge, and I have not even received confirmation of process of the new one.
Nobody with experience?
henry225 said:
Nobody with experience?
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Click to collapse
Lots of people with experience, and but no answer I'm afraid. Take a look at the 'returning Nexus 7 UK' thread on the general forum to see the range of of experiences.
Hi all
I have just bought my son a Nexus 7 for Christmas from Google play, it came on the 9th December. I have heard about the quality issues that can plague this little tablet, such as raised screen issues etc.
My question is, obviously when my son opens this up on Christmas day it will be past the 15 day returns policy that Google Play adopt, so should it be faulty where do we stand with getting a replacement? i would not want a refund just a brand new Nexus 7.
i know i know i should open it up and test it out now....but the wife simply refuses to let me (you dont have to live where her :laugh
Any help would be appreciated
Chris
chrisnewton said:
Hi all
I have just bought my son a Nexus 7 for Christmas from Google play, it came on the 9th December. I have heard about the quality issues that can plague this little tablet, such as raised screen issues etc.
My question is, obviously when my son opens this up on Christmas day it will be past the 15 day returns policy that Google Play adopt, so should it be faulty where do we stand with getting a replacement? i would not want a refund just a brand new Nexus 7.
i know i know i should open it up and test it out now....but the wife simply refuses to let me (you dont have to live where her :laugh
Any help would be appreciated
Chris
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Click to collapse
If it is a manufacturer fault then they should either fix or replace it under warranty.
Sent from my SPH-D710 using Tapatalk 2
Chris, there are at least several million n7s out there, most of which are fine. People tend to be far more vocal when something is not up to their expectations or has a fault. I have 2 tabs here, one I just bought for my son's crimbo. Both are in immaculate condition. Chances are your tablet will be good as well.
Cheers Danny
If you're in the UK you are well covered by SOGA, elsewhere I don't know.
In the US, Google Play purchasers have the best post-return period warranty coverage. It is direct through Google. All other retail purchases requiring going through Asus, which is a pain in the Assus. One caveat - Google Play WILL premptively ship you a replacement unit free of charge and let you return your defective one back after you receive it. BUT, they do put a purchase price hold on your card until they get the old unit back. I personally prefer this method, but some people have complained about it. With Asus, you ship your unit back, wait 2-3+ weeks, and then they ship you a replacement or 'fixed' one back.
phonic said:
In the US, Google Play purchasers have the best post-return period warranty coverage. It is direct through Google. All other retail purchases requiring going through Asus, which is a pain in the Assus. One caveat - Google Play WILL premptively ship you a replacement unit free of charge and let you return your defective one back after you receive it. BUT, they do put a purchase price hold on your card until they get the old unit back. I personally prefer this method, but some people have complained about it. With Asus, you ship your unit back, wait 2-3+ weeks, and then they ship you a replacement or 'fixed' one back.
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Click to collapse
Thanks all for your replies, so your saying even though it will be after the 15 days, if it is faulty they will send me out a new one??
chrisnewton said:
Thanks all for your replies, so your saying even though it will be after the 15 days, if it is faulty they will send me out a new one??
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Click to collapse
I think you are confusing the return period (15 days) with the warranty period (1 year). Yes, after 15 days you can no longer return it for a refund, but you can still get it replaced for defects under the standard warranty. Twice that if you used a good credit card.
...really are a Company I have concerns about. Last night at 11pm they had '100+' in stock of the HTC One. By 6am this morning they were 'stock due in 4 days'. Really? Or is this just a great way to get people to order an item they then find is out of stock.
I speak from experience of having waited 2 months for this Company to refund me for an HTC ONE X+ that I returned within 3 days of receipt. The reason for this delay? There wasn't one. I called them approx 3 times per week to be continually told the refund was being processed, however after 7 weeks I finally got the honest truth.... They hadn't taken any action at all and had simply not actioned the refund because they had mislaid my card details.
Treat with extreme caution
sorcerer1 said:
...really are a Company I have concerns about. Last night at 11pm they had '100+' in stock of the HTC One. By 6am this morning they were 'stock due in 4 days'. Really? Or is this just a great way to get people to order an item they then find is out of stock.
I speak from experience of having waited 2 months for this Company to refund me for an HTC ONE X+ that I returned within 3 days of receipt. The reason for this delay? There wasn't one. I called them approx 3 times per week to be continually told the refund was being processed, however after 7 weeks I finally got the honest truth.... They hadn't taken any action at all and had simply not actioned the refund because they had mislaid my card details.
Treat with extreme caution
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Click to collapse
So with all the issues you had before you go ahead and order from them again?? ::confused
Expansys are the official HTC accessories company for UK.
I have no experience of ordering phone from them, but have bought numerous genuine HTC accessories from them.
My experience has been positive, one recent purchase was HTC flip case, after receiving my order , without contacting them I received an email advisory that a improved version was available, and without any extra charge was sent to me.
So whilst not discounting your experience, I have really good service and consequently wouldn't hesitate to buy from them in future
Sent from my HTC One using xda app-developers app
I tend to agree, I have previously enjoyed ordering items from them but since last summer they seem to have made a turn for the worst. I never received a 32 GB sdcard and despite emailing them several times I never did get a refund. Also I ordered a galaxy note 10.1 for Christmas and they didn't dispatch in time for Christmas.......because they were waiting for the sdcard to come back in stock..... .hello!
Sent with desire from My One
daleski75 said:
So with all the issues you had before you go ahead and order from them again?? ::confused
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No way but I have to admit I was tempted. Pleased I didn't!
sorcerer1 said:
No way but I have to admit I was tempted. Pleased I didn't!
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Click to collapse
Sorry mis-read your original post so my apologies.... note to self grab a coffee and wake up before replying!
its really bizarre, as some retailers don't have any issues with stock whilst some are playing this trick the OP mentioned.. Wifey ordered from Very and she is still waiting.. I thought the stock issues should have been sorted out by now.. I can feel your pain..
Unfortunately, they have a bad system. The only way I was able to understand it was like this: Say they have 120 backorders, and you were customer number 101 from those 120. They then receive 100 units, instead of shipping them directly, they update their inventory/system that they received 100 units, hence their website show 100 in stack, but then they ship them to the 100 customers and stock is finished. The balance 20 backorders will have to wait for a new batch!
I'm sure its no surprise, but just wanted to post my experience as an FYI.
I filed an RMA on 12/2 (my screen has a small row of dead pixels)
I have yet to get any shipping info as to my replacement , even though their policy is within 4 biz days.
I've escalated my case several times, and all they tell me is, "We don't have any of these devices"
Strange that they didn't keep a few behind for defect replacements, oh well.
Why do they never make enough Nexus's on launch?
same issue. i waited over a week (9 days) b4 ot was overnighted via fedex
Cybertronicz said:
I'm sure its no surprise, but just wanted to post my experience as an FYI.
I filed an RMA on 12/2 (my screen has a small row of dead pixels)
I have yet to get any shipping info as to my replacement , even though their policy is within 4 biz days.
I've escalated my case several times, and all they tell me is, "We don't have any of these devices"
Strange that they didn't keep a few behind for defect replacements, oh well.
Why do they never make enough Nexus's on launch?
Click to expand...
Click to collapse
It would be helpful if you mentioned who you purchased from/RMA'ed with.
And you can thank people who frivilously exchange devices because there was dust in the box when they unsealed the box, or a fingerprint on the screen
I purchased and filed RMA though Motorola.
I would hope that Google Play support would be better, but who knows.
Cybertronicz said:
I purchased and filed RMA though Motorola.
I would hope that Google Play support would be better, but who knows.
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Click to collapse
I would think that it would be better with Motorola, since they make the product and ship right from the factory. You could literally end up with a device that rolled off the assembly line within hours before.
Cybertronicz said:
I purchased and filed RMA though Motorola.
I would hope that Google Play support would be better, but who knows.
Click to expand...
Click to collapse
Did Moto keep a pending charge on your cc that whole time? I filed an RMA with them yesterday because of a large strip of fading on my screen, and they pended a charge to my cc instantly but that was the last contact I had with them.
If you have pending charge then you did the advanced RMA. I did that the night of the 16th around 9, it shipped out today and will be here Monday. So it's only going to take 4 business days from when I placed RMA to receiving a replacement. Once they receive my device the hold of $557 will be off. I purchased mine directly from Motorola's website.
What version of the device you got may also affect the turn around. Mine was a 32GB CW
Also just FYI you technically won't be getting brand new devices. They are in Like New condition.
Just filed an RMA this evening with GPS. Expected to to leave warehouse on the 23rd with overnight shipping. We will see if it arrives on Christmas eve. Seemed easy enough with one quick call and a follow up e-mail. I'm assuming my pending charge will arrive once the device ships. Keep you updated when I receive tracking.
I didn't have a problem exchanging a blue 32gb nexus 6 under warranty with Google Play store. Received in two days after the phone call.
venturizhou said:
If you have pending charge then you did the advanced RMA. I did that the night of the 16th around 9, it shipped out today and will be here Monday. So it's only going to take 4 business days from when I placed RMA to receiving a replacement. Once they receive my device the hold of $557 will be off. I purchased mine directly from Motorola's website.
What version of the device you got may also affect the turn around. Mine was a 32GB CW
Also just FYI you technically won't be getting brand new devices. They are in Like New condition.
Click to expand...
Click to collapse
I did do an advanced RMA. I ordered from Moto and I bought a 64GB Blue. I was assured that my device would be brand new unopened, non refurbished.
The only reason I purchased from GPS is cause of the warranty and RMA...Google always sets aside units for RMA even my zen watch that showed OOS on play store that I rmaed got shipped a new replacement within a day.
Shattered my preoder N6 in Japan with an unfortunate drop. Assurian warranty services via ATT just replaced it in less than 24 hours. N6, 32gb, blue.
Well.. my camera started doing double exposures -either focus or optical stabilization is wonky, started getting bad around dec 18, and it has gotten worse since then. Clearly a hardware issue, after wiping/resetting- and some really funny pictures sent to Motorola. Their level 2 support was very reasonable, and I finally setup rma for advanced replacement on 30-dec.. and 7-jan I have not heard back yet. We'll see how long it takes. I'm hoping it is not too much longer.
I originally ordered a 32 gb Midnight blue direct from motorola on 12-Nov, received on 25-Nov, then RMAed with Motorola directly on 30-Dec.
We'll see how long it takes....
With Motorola selling a Moto X Pro that is basically the Nexus 6 I could see the replacements being delayed.