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Hi, I had my Nexus One for about 4 weeks when I discovered dust under the screen. I rang the service centre who said because my phone was over 2 weeks old I couldn’t have a replacement only a repair. I sent it in for repair and it came back a week later.
I checked the phone over and it looked fine. Then 3 days later I noticed that the dust had come back again. Naturally I was very unhappy as the repair was obviously not carried out correctly or there was a fault with phone.
I then contacted the service department again to tell them I was very unhappy with the repair and what could I do to escalate the issue. I was told by Lee after he had spoken to an escalations manager that I could have a doorstep exchange. That was supposed to happen on the Wednesday.
I waited in all day for the replacement and it never arrived. I rang the service department again to ask where my phone was and was told that a doorstep exchange was not available in the UK and should not have been promised to me. They said that I had to send the phone in again for repair. I explained to them that I was not happy with the service I was getting and that I wanted to take it further. All they could offer was to have the phone looked at again and see if they could replace it.
So I sent it in again for repair and after they had had it for 4 days I rang to see what was happening as I had heard nothing. I was told that I could have a brand new replacement phone and I would receive it Friday. It came Friday and I was happier now I had a phone without dust under the screen. That was until I used it when the lighting in the room was low. I then noticed that the soft key lights were not illuminating. I really could not believe this from a supposedly brand new phone.
So yet again I rang the service department explained my problem to Sebastian and he said that the service I had received was not good enough and he would pass it onto his escalations manager and that he would ring me Monday morning which is today. He didn’t ring Dominic did and said that my phone would have to go for repair again.
At this stage I am now that fed up with the whole thing I could not be bothered arguing anymore, as over the weekend the phone had got dust under the screen just like my last one had. So today I am sending my phone in again. It also means that the service centre has had the phone longer in their possession than I have had since owning it.
I like the phone just not the quality of the build of it and also the outcome of service from the service centre.
I would like someone to contact me and explain why I have had so many problems and also insurance that I will have a working phone eventually.
johnboywilson said:
Hi, i had my Nexus One for about 4 weeks when i discovered dust under the screen. I rang the service centre who said because my phone was over 2 weeks old i couldnt have a replacement only a repair. I sent it in for repair and it came back a week later. I checked the phone over and it looked fine. Then 3 days later i noticed that the dust had come back again. Naturally i was very unhappy as the repair was obviously not carried out correctly or there was a fault with phone. I then contacted the service department again to tell them i was very unhappy with the repair and what could i do to escalate the issue. I was told by Lee after he had spoken to an esculations manager that i could have a doorstep exchange. That was supposed to happen on the Wednesday. I waited in all day for the replacement and it never arrived. I rang the service department again to ask where my phone was and was told that a doorstep exchange was not available in the UK and should not have been promised to me. They said that i had to send the phone in again for repair. I explained to them that i was not happy with the service i was getting and that i wanted to take it furthur. All they could offer was to have the phone looked at again and see if they could replace it. So i sent it in again for repair and after they had had it for 4 days i rang to see what was happening as i had heard nothing. I was told that i could have a brand new replacement phone and i would receive it Friday. It came Friday and i was happier now i had a phone without dust under the screen. That was until i used it when the lighting in the room was low. I then noticed that the soft key lights were not illuminating. I really could not believe this from a supposedley brand new phone. So yet again i rang the service department explained my problem to Sebastian and he said that the service i had received was not good enough and he would pass it onto his escalations manager and that he would ring me Monday morning which is today. He didnt ring Dominic did and said that my phone would have to go for repair again. At this stage i am now that fed up with the whole thing i could not be bothered arguing anymore, as over the weekend the phone had got dust under the screen just like my last one had. So today i am sending my phone in again. It also means that the service centre has had the phone longer in their possession than i have had since owning it.
I like the phone just not the quality of the build of it and also the outcome of service from the service centre.
I would like someone to contact me and explain why i have had so many problems and also an insurance that i will have a working phone eventually.
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HOLY SH!!!!!!
Ever heard of PARAGRAPHS?
Im sorry to hear this bro :-( that's sad how customer service was handled very poorly. That's one heck of a luck you got.
@Paul LOL you think after all this guy has been through, he cares bout paragraphs? I probably be typing with CAPS.
Paul22000 said:
HOLY SH!!!!!!
Ever heard of PARAGRAPHS?
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haha agreed... i had to follow along with a finger..
in any note.. my debacle is this... had everyone gotten the N1 for say the upgrade price of 179, would there be as much commotion over things. I think part of the unhappiness comes from spending so much on such a fine piece of tech. Dont get me wrong i agree with the OP 100% and would be just as ticked off, but I think that there comes a time when it is fine to say, screw this, just tell me what I need to do in order to make you guys work for my benefit.
let us know how the situation pans out.
you are not the only one here... i got dust, and sent to be replaced. then, the same one came back.. whats worse, the phone rattled. so, i sent it back for refund. heard nothing from them during the following 10 days after the delivery was made. i called back. they told me the phone was lost. FTW. the only solution they have now is ESCALATION...
Still waiting..
Hope you get a resolution soon.
Just out of info where are you returning the phone to? Are the service centres in the UK?
Sorry it was paragraphed in my original email. Had to copy and paste into note pad and forget to check it before posting.
I really only posted to see if anyone else had as many issues as i did.
Yes i could very nearly have typed it all in CAPITAL LETTERS!!! I was mad..
redmongoose said:
Hope you get a resolution soon.
Just out of info where are you returning the phone to? Are the service centres in the UK?
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Yes UK Milton Keynes.
palosjr said:
haha agreed... i had to follow along with a finger..
in any note.. my debacle is this... had everyone gotten the N1 for say the upgrade price of 179, would there be as much commotion over things. I think part of the unhappiness comes from spending so much on such a fine piece of tech. Dont get me wrong i agree with the OP 100% and would be just as ticked off, but I think that there comes a time when it is fine to say, screw this, just tell me what I need to do in order to make you guys work for my benefit.
let us know how the situation pans out.
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Yes this is the first time i have bought a phone out of conract.
Maybe i have learnt a lesson!
w00yee said:
you are not the only one here... i got dust, and sent to be replaced. then, the same one came back.. whats worse, the phone rattled. so, i sent it back for refund. heard nothing from them during the following 10 days after the delivery was made. i called back. they told me the phone was lost. FTW. the only solution they have now is ESCALATION...
Still waiting..
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Oh crickey, i feel a little better now reading your post..
Do you by any chqnce have a picture of the dust under the screen? Id really like to see what this is all about
Check here:
http://forum.xda-developers.com/showthread.php?t=613115
johnboywilson said:
Hi, i had my Nexus One for about 4 weeks when i discovered dust under the screen....
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Holly sh..* I would start to hate this phone ..actually, after that I don´t even dare to search for any dust .....
JoshHart said:
Do you by any chqnce have a picture of the dust under the screen? Id really like to see what this is all about
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Click to collapse
Its away for repair again!
w00yee said:
you are not the only one here... i got dust, and sent to be replaced. then, the same one came back.. whats worse, the phone rattled. so, i sent it back for refund. heard nothing from them during the following 10 days after the delivery was made. i called back. they told me the phone was lost. FTW. the only solution they have now is ESCALATION...
Still waiting..
Click to expand...
Click to collapse
I'd be disputing the purchase charge with my card issuer if I were you!
I had a similar issue. i tried purchasing aNexus with my Paypal Card but since it was over $500, it was declined by paypal since i had some limitations!
then i used my bank accounts debit card and tried to purchase the phone again, the shopping cart showed me 1 Nexus one phone. very good, i went through with the purchase and a few hours later i receive an automatic email stating the first purchase has been re initiated since the card was changed.
So now i had purchased 2 phone after various emails and complains, the only solution they told me was to send one of them back without opening it. and so i did. a max of 14 days was expected for the refund.
i called Several times in between those days ad said the payment should be coming soon, 16 days passed and nothing so i called again and sent google and email and i received a refund of $521 and not the $560 i paid. i emailed google and told them that the item was never opened and they told me i would get charged for restocking fees either and that it was never my fault to have purchased 2 phones rather than one.........
2 weeks later i receive the remaining refund of $40. a total of 1 month to get everything settled and i AM NOT RICH TO HAVE $600 taken for that long of a time.....
Not to mention, the other phone which i kept had the dust issue too, sent it back and received a brand new one cuz it was under the 14 days. but it had the same dust issue too. i just decided to keep it and every once in a while i get a piece of computer paper or note cards and clean it with it! YUP! thats what i do. UGhhhhh
Rusty! said:
I'd be disputing the purchase charge with my card issuer if I were you!
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Well thats another story which i dare not go into
minogue said:
I had a similar issue. i tried purchasing aNexus with my Paypal Card but since it was over $500, it was declined by paypal since i had some limitations!
then i used my bank accounts debit card and tried to purchase the phone again, the shopping cart showed me 1 Nexus one phone. very good, i went through with the purchase and a few hours later i receive an automatic email stating the first purchase has been re initiated since the card was changed.
So now i had purchased 2 phone after various emails and complains, the only solution they told me was to send one of them back without opening it. and so i did. a max of 14 days was expected for the refund.
i called Several times in between those days ad said the payment should be coming soon, 16 days passed and nothing so i called again and sent google and email and i received a refund of $521 and not the $560 i paid. i emailed google and told them that the item was never opened and they told me i would get charged for restocking fees either and that it was never my fault to have purchased 2 phones rather than one.........
2 weeks later i receive the remaining refund of $40. a total of 1 month to get everything settled and i AM NOT RICH TO HAVE $600 taken for that long of a time.....
Not to mention, the other phone which i kept had the dust issue too, sent it back and received a brand new one cuz it was under the 14 days. but it had the same dust issue too. i just decided to keep it and every once in a while i get a piece of computer paper or note cards and clean it with it! YUP! thats what i do. UGhhhhh
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Click to collapse
Oh god im hearing some stories now ive posted this!
I have another story regarding the buying of it which is also a nightmare
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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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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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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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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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?
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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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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.
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.
Click to expand...
Click to collapse
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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Click to collapse
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.
Someone had mentioned in another thread that they heard there were multiple people on this forum with the same issue as me. I tried the search function but wasn't able to figure out who else had this happen =/. I've seen the same thing happen during the Nexus 7 launch.
Basically I ordered two 16gb devices during the second order date, but when I received it I noticed they were both only 8gb . The IMEI # on my receipt (indicating 16gb) matches that on the box (indicating 8gb). I powered on one of them and I confirmed it was indeed it was 8gb. I contacted google, who basically said I will need to wait 6 weeks if I want the 16gb...
If this happened to you, how was it resolved? What else can I do in my situation?
But what did google say to the issue of ordering the 16 and getting an 8 instead? Telling you that if you want a 16 you'll have to wait 6 weeks does not address your issue. Did they refund you and or charge you for an 8 instead? Did they say they would send you an 8 instead of what you ordered?
If not, I would demand they send you what you ordered. Especially if they pulled a switch onu with authorization.
I don't see why u have to wait 6 weeks for their f.... Up mistake. They have tons stock for defect replacement call them and demand it
Sent from my Nexus 4 using xda premium
clockcycle said:
But what did google say to the issue of ordering the 16 and getting an 8 instead? Telling you that if you want a 16 you'll have to wait 6 weeks does not address your issue. Did they refund you and or charge you for an 8 instead? Did they say they would send you an 8 instead of what you ordered?
If not, I would demand they send you what you ordered. Especially if they pulled a switch onu with authorization.
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Well of course they apologized for the error, which doesn't exactly solve anything -__-. At first I was told I would need to ship both phones back and they will process the refunds and then I can go through the reorder process again. I claimed that it was unreasonable I have to go to the end of the line and wouldn't have a phone to use. So they said I can keep using it for now.
I was sent a shipping label and told, "I was told that the estimated return time is up to 6 weeks. Please let me know if you would like to keep the device--return the device for the correct device----or--get a refund." What's the best option for me? I wonder if they will send me the devices first, because I'm afraid if I ship it back they might end up issuing me a refund and no device... or make me wait 6 weeks!
CoCoGirl886 said:
Well of course they apologized for the error, which doesn't exactly solve anything -__-. At first I was told I would need to ship both phones back and they will process the refunds and then I can go through the reorder process again. I claimed that it was unreasonable I have to go to the end of the line and wouldn't have a phone to use. So they said I can keep using it for now.
I was sent a shipping label and told, "I was told that the estimated return time is up to 6 weeks. Please let me know if you would like to keep the device--return the device for the correct device----or--get a refund." What's the best option for me? I wonder if they will send me the devices first, because I'm afraid if I ship it back they might end up issuing me a refund and no device... or make me wait 6 weeks!
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ask them if you can keep devices until they send the 16gb ones.
This is the second thread I've seen where this happened, as usual google customer service is useless.
First, make sure the serial numbers on the receipt match the devices. If they do, call up, say you have rattling and speaker buzz in both units (and you probably do!!).
Request an RMA for both devices. They have stock set aside just for defects/RMAs.
Once you receive the replacements, make sure both are 16GBs then ship then back.
Google shouldn't make you wait 6+ weeks for their fvck up when they have replacement stock sitting right there!
Sent from my Nexus 4
FallN said:
First, make sure the serial numbers on the receipt match the devices. If they do, call up, say you have rattling and speaker buzz in both units (and you probably do!!).
Request an RMA for both devices. They have stock set aside just for defects/RMAs.
Once you receive the replacements, make sure both are 16GBs then ship then back.
Google shouldn't make you wait 6+ weeks for their fvck up when they have replacement stock sitting right there!
Sent from my Nexus 4
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The RMA stock is on a 5-6 week back order they are out of RMA stock.
Sent from my Nexus 4 using Tapatalk 2
Jefferyrbrown1983 said:
The RMA stock is on a 5-6 week back order they are out of RMA stock.
Sent from my Nexus 4 using Tapatalk 2
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Wouldn't be surprised. I see a lot of threads of users exchanging their devices because of their own fault and the silliest things that don't need to be rma in the first place
Sent from my Nexus 4 using xda premium
I just called Google and requested an RMA because of a faulty mic. If you are with in your 15 day return period, you can do this.
They said I would get my replacement with in 3-5 days, and they emailed me a return label before I hung up. Told me to send back my phone once I get the replacement. Once I get the replacement, I have 21 days to send them back the bad one.
clockcycle said:
I just called Google and requested an RMA because of a faulty mic. If you are with in your 15 day return period, you can do this.
They said I would get my replacement with in 3-5 days, and they emailed me a return label before I hung up. Told me to send back my phone once I get the replacement. Once I get the replacement, I have 21 days to send them back the bad one.
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You might be waiting a while a very good friend of mine dirtyhamster has been waiting for 2 weeks and still doesn't have it. She was recently told all Rma's are on bo. But then just yesterday another pre-auth hit her card so maybe they got more RMA stock. Good lunch and I hope u get it sooner than later. BTW there is a RMA thread where u can probably get better info than with me.
Sent from my Nexus 4 using Tapatalk 2
Hi all,
Received my 6p this morning and it is a wonderful device. When setting up the phone I immediately noticed that the bottom left of the screen is slightly cut off with a blue outline. See attached image. If you zoom into the bottom left youll see the defect. This is really only noticeable in full screen mode as otherwise the navigation bar hides it.
Not sure if I should return it or not.
That's a manufacturing defect. Return it.
Return it.
Feel so gutted after waiting a month! Will email Google. Only problem is that i don't want to wait another few weeks for another phone.
mo123456789 said:
Feel so gutted after waiting a month! Will email Google. Only problem is that i don't want to wait another few weeks for another phone.
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The few people Ive seen mention getting RMA replacements were getting them within a couple days, not weeks.
I would return it without a doubt.
Like everyone said-return it! It is a defect and Google will overnight you a new one
Will they send me a new phone and then ask me to return the defective one. Or will I have to send the defective one first.
chrisexv6 said:
The few people Ive seen mention getting RMA replacements were getting them within a couple days, not weeks.
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Not sure how quick it is here in the UK. There were already having production issues from day one
mo123456789 said:
Not sure how quick it is here in the UK. There were already having production issues from day one
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It seems like people with problems are given priority over others. Most things I've seen said they overnight a new one to you then you return the defective one. They will put a hold on your credit card for the cost of the phone. It will never be charged unless you don't return the bad one. The money they hold won't be available to you though, until they get it back.
Sent from my Nexus 6P using Tapatalk
mo123456789 said:
Feel so gutted after waiting a month! Will email Google. Only problem is that i don't want to wait another few weeks for another phone.
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You will receive your replacement within two days. I've received 3 rma's
I'm rma-ing one right now. My screen has a very noticeable yellow tint compared to my friends 6P. My credit card has a hold on it. They will send out a new phone before I have to return this one so I won't be without a phone. As for shipping, the replacement was processed same day and you select what shipping options you want. To overnight it was about $20. I just did the ground 3-5 days for free. They send u a rma form and shipping label to return the old phone.
OP, yes you should. This is a legitimate manufacturing defect, one of the few I've seen posted...
I'll definitely be returning it and will try getting free next day delivery as this defect is quite bad. For something this obvious to pass quality control is beyond me.
Just had a chat with google rep and sent over the same photo. She said she cant see the defect!
She's blind. I'd RMA it.
I've sent over some more photos. Let's see what happens!