Database Users

Very frustrated with Google Play support, who still holds me over $800

Long story short, I purchased a Nexus 7 from Google Play store back in September but (surprise~~~!) it came with slightly lifted screen on the left hand side. Following that, I RMA'ed them and ordered the replacements units, for which they will put a credit hold on your account. But unsurprisingly, the replacement unit came with lifted screen as well.
Eventually I went through 3 replacement units which all have their issues. So I decided not to bother anymore and just keep my original Nexus 7. I contacted Google about that and sent the replacement units back to them.
It's been already 1 month since those units were delivered back to them and I still haven't got my refund. I have contacted Google many times and they confirm they have received the units already but so far nothing. I can't say I'm happy about that to say the least. While I'm still happy with my Nexus 7 minus the tolerable screen lift, I'm quite frustrated with the whole RMA process which they still hold over $800 on my credit card.
Anybody with similar experience or what can I do other than call them time after time?
EDIT: I just contacted google for the one last time. The rep didn't was a bit confused because I have 3 devices returned there. But she's nice enough to collect all the information and sent to their "specialists". Not long after that, I got the order cancel/refund confirmation from them.
I wonder why it took so long for them to respond before. Now that it's finally solved, however I'd be extremely cautious to order from them again...

I would contact and complain to your credit card company. They should not be holding your credit like that if they have the devices in hand.
One reason I don't want to order from Google, their process sounds incomplete when it comes to RMA. There were other stories of purple not getting refunds or credit being held after items were received.
Edit: darn auto correct, meant people, not purple
Sent from my Nexus 7 using xda app-developers app

alkemist80 said:
I would contact and complain to your credit card company. They should not be holding your credit like that if they have the devices in hand.
One reason I don't want to order from Google, their process sounds incomplete when it comes to RMA. There were other stories of purple not getting refunds or credit being held after items were received.
Sent from my Nexus 7 using xda app-developers app
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One of the only things that put me off buying from Google itself, I found a nice electronics store and purchased from their.

Wilks3y said:
One of the only things that put me off buying from Google itself, I found a nice electronics store and purchased from their.
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Yeah I only purchased from them because I thought the RMA process will be easier. How wrong was I.

Very similar story i had
File a Fraud charge with your bank.. Its how i got my money back.. My bank small local bank said mine was not the first to have issues with googles Return policy and time frame. Its actually illegal in Kentucky but in CA. they can take up to 3 months to give a refund or release the money .I got my money back 2 weeks after filing the charge.Eventually if the banking center gets enough filed complaints they will turn it over to the state banking commissioner. Google play store is not trying to cheat anyone. They just have no idea how to sell hardware. there support team is all from play store for apps.and they are way under staffed.The play store team has no authority to give a customer a resolution now.They have no customer compassion and say this is how it is take it or leave it... Buying from google can be a awesome experience unless you have a issue. THEN it will be worse in your life to resolve.. Do not bother contacting google further about it . it just waste more time..
BUY FROM A BRICK AND MORTAR STORE.
I truly hope one day google will resolve this issue or stop selling hardware from there play store.

getting a final refund from Google is very time consuming. They told me i think it was 14 BUSINESS days, and even that wasn't concrete. It took a month finally to get both my initial (returned) N7 and refused replacement N7 refunded to me.

They told me 15 business days as well which I waited for. But so far it's been 30 days but nothing happened.
One rep told me it's because the ticket for my original tab is still open and then he proceeded to close it. He said google wallet team will get the notice and take over to issue the refund but so far nothing.
I'm thinking about contacting my credit card bank but all the trouble really bugs me to no end.

Contact trading standards or the equivilent in your country
Sent from my Nexus 7 using Tapatalk 2

Okay, I just contacted google for the one last time. The rep didn't was a bit confused because I have 3 devices returned there. But she's nice enough to collect all the information and sent to their "specialists". Not long after that, I got the order cancel/refund confirmation from them.
I wonder why it took so long for them to respond before. Now that it's finally solved, however I'd be extremely cautious to order from them again...

Nexus 4 Warranty Transfer..

Hey guys, help a noob out? I bought a Nexus 4 from craigslist for $650 because my order is in limbo level 3 right now. The phone was brand new, nothing was opened as far as I can tell. So after using it for a few hours I noticed the yellowish tint so many of you mentioned on here and now the phone won't even turn on. I called Google and they said they cannot honor the warranty since I didn't originally purchase it from the Google Play store and I should take it back to the person who sold it to me? Seriously, take it back to the craigslist guy? To my understanding when you purchase a product the remaining manufacturer's warranty transfers over to the person who bought it? Google has been such an arse about this whole Nexus 4 thing, I'm seriously considering sticking with Apple, smh! Any suggestions?

Omeer said:
Hey guys, help a noob out? I bought a Nexus 4 from craigslist for $650 because my order is in limbo level 3 right now. The phone was brand new, nothing was opened as far as I can tell. So after using it for a few hours I noticed the yellowish tint so many of you mentioned on here and now the phone won't even turn on. I called Google and they said they cannot honor the warranty since I didn't originally purchase it from the Google Play store and I should take it back to the person who sold it to me? Seriously, take it back to the craigslist guy? To my understanding when you purchase a product the remaining manufacturer's warranty transfers over to the person who bought it? Google has been such an arse about this whole Nexus 4 thing, I'm seriously considering sticking with Apple, smh! Any suggestions?
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You spent $650 because you could not wait another week? Not sure what to tell you but if you posted here first I would have told you not to do it.
As for the warranty maybe you can talk top the seller. I doubt he will give you your money back back maybe he can transfer the warranty.
Good lesson in life either way though about having a little patience.. Sorry friend. I hope it works out for you..
sent via xda premium with nexus 7

I would call LG. Google may not do anything, but LG prolly will. Its thier warranty. Not Googlies.\
I don't get why you couldn't wait to own it. Its a cool phone. but really. Not worth 650.

Richieboy67 said:
You spent $650 because you could not wait another week? Not sure what to tell you but if you posted here first I would have told you not to do it.
As for the warranty maybe you can talk top the seller. I doubt he will give you your money back back maybe he can transfer the warranty.
Good lesson in life either way though about having a little patience.. Sorry friend. I hope it works out for you..
sent via xda premium with nexus 7
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I tried to be patient, it was an impulse buy. I figured I'd make the money back by selling this one when my back ordered nexus comes in.
I tried to get in touch with this guy but he's not responding. He probably knew about the issue or no longer cares now that he has his money. I have the receipt that proves he bought it from the play store. But the problem is how do I get someone I can't contact to transfer the warranty over? I'm seriously considering calling google under the false pretense that I'm this guy and I want to transfer my warranty :/

tweaked said:
I would call LG. Google may not do anything, but LG prolly will. Its thier warranty. Not Googlies.\
I don't get why you couldn't wait to own it. Its a cool phone. but really. Not worth 650.
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Yeah I called them and they agreed to replace /service it. While that's good news, there is no express replacement service so I'll have to send the phone in and wait for them to mail out another one. It's e waiting game that I can't play

Im sure you could have made this Post without stating the price you bought it for.....now everyone has a reason to make fun of you...

Omeer said:
Yeah I called them and they agreed to replace /service it. While that's good news, there is no express replacement service so I'll have to send the phone in and wait for them to mail out another one. It's e waiting game that I can't play
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Well thats a personal issue. You chose to buy from a (IMO) horrible place (Craigs list) and now you get what that comes with. Horrible service.
Me, I'd just be glad 650 is not out the window.

tvdang7 said:
Im sure you could have made this Post without stating the price you bought it for.....now everyone has a reason to make fun of you...
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LOL and here I thought I'd get more sympathy for a more emphatic loss

tweaked said:
Well thats a personal issue. You chose to buy from a (IMO) horrible place (Craigs list) and now you get what that comes with. Horrible service.
Me, I'd just be glad 650 is not out the window.
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Yeah I guess I'll just have to suck it up and wait. Limbo level 4 anyone?

Omeer said:
Yeah I guess I'll just have to suck it up and wait. Limbo level 4 anyone?
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You'll be better off then limbo level. I am sure they have a service center in the states, and I bet they attempt to connect to it, Won't be able, stick it in the parts bin and then send you off a referb.
You at least "know" what is happening. Some them limbo's are clueless on what is happening.

I find this amusing. First AFAIK Google does not transfer warranties. In fact if you lookup the terms and conditions, you must have and "Maintain" a Google wallet account to get Google warranty. That said, when they sold out in 20 minutes, I looked on Ebay and there was a listing where in big bold red letters stated Google has a no questions asked warranty. I thought it was a horrible misrepresentation. ANyway...Good luck.

Omeer said:
LOL and here I thought I'd get more sympathy for a more emphatic loss
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Why anyone buys anything that might need a warranty from craigslist is a mystery to me.

Beating this to death....
But you seriously paid $650 for a $350 phone because you couldn't wait a little longer? Some people make ridiculous financial decisions.

Omeer said:
I tried to be patient, it was an impulse buy. I figured I'd make the money back by selling this one when my back ordered nexus comes in.
I tried to get in touch with this guy but he's not responding. He probably knew about the issue or no longer cares now that he has his money. I have the receipt that proves he bought it from the play store. But the problem is how do I get someone I can't contact to transfer the warranty over? I'm seriously considering calling google under the false pretense that I'm this guy and I want to transfer my warranty :/
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You planned to make $650 back? Where are you located that they're going for $650? A 16GB in Chicago is hardly fetching $495 on CL.
Sent from my Nexus 4 using Tapatalk 2

I just bought mine off of Fleabay for $449.99 including shipping. I figured it was worth the extra $63.09 to get it a month and a half sooner.

Replacement of Nexus 4
Omeer said:
Yeah I called them and they agreed to replace /service it. While that's good news, there is no express replacement service so I'll have to send the phone in and wait for them to mail out another one. It's e waiting game that I can't play
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Hi there, I found your post on xda-developers forum and as I have the same issue - bought expensive phone from Kijiji and now have a brick, I want to see how to go about it. Google said they will 'transfer warranty' but then days later they said it was an error. LG is saying to call Google and are quite rude about it. The phone was new from never opened box bought in February?
How did you do? Did you get a repaired or a new phone? And do you have any advice in dealing with LG?
Thanks,
Bianca (I am in Toronto, Canada)

Nexus 4 torx screws... Anyone know where I can get 2?

Lg sent my nexus 4 back from repair. They were supposed to replace the screen but never did. Upon receiving the package I noticed those expletives didn't even put the screws back! There are just holes in the bottom. I called to complain but it seems my only option is to send it back in. I don't want those people anywhere near my phone again.
I tried finding the screws online but no real luck. I've no clue as to their exact spec. Only know they are t5 5.2mm torx screws. Can someone help me out? Any ideas where to get a couple... Or have a broken phone they want to sell the screws?
Sent from my often RMA'd Nexus 4, So that I can use the one I'm using now when I get the 6th and hopefully final one.

Why don't you ask LG to send you some screws?
Sent from my Nexus 4 using xda premium

http://www.impactcomputers.com/922-9691.html (package of 5)
like this?

Maybe LG is trolling you for so many RMA's? :sly:
Sent from my Nexus 7 using Tapatalk HD

how about this ebay item (#290843305530) + screwdrivers!
http://www.ebay.co.uk/itm/Fascia-Ho...K_Replacement_Parts_Tools&hash=item43b79ca63a

El Daddy said:
Maybe LG is trolling you for so many RMA's? :sly:
Sent from my Nexus 7 using Tapatalk HD
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one can only hope.... cause karma's a real *****.

after 5 rmas what makes you think you will be happy with the 6th one? im surprised that these companies let customers exchange their phones this much, there should be a limit then just full refund.

neotekz said:
after 5 rmas what makes you think you will be happy with the 6th one? im surprised that these companies let customers exchange their phones this much, there should be a limit then just full refund.
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+1 What's the chances one person gets 5 defective phones?
Sent from my Nexus 4 using xda premium

I have mine since the first batch. No problems at all. You must be the pickiest person in the world. On your 6 nexus rma? Damn. By the third one u shoulda asked for a refund.
Sent from my Nexus 4 using xda premium

americasteam said:
+1 What's the chances one person gets 5 defective phones?
Sent from my Nexus 4 using xda premium
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+1. infinitessimal IMO.

theabsurdman said:
+1. infinitessimal IMO.
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Wow... lots of hate. I want the phone, so that's why I have so many RMA's. I wanted the cycle to end so I sent it for repair instead. phone came back with no work done but missing the screws on the bottom. Call it karma if you want, but if you think I like going through the play store and dealing with them and their issues and shipping phones back and receiving "new" phones with glue spots, scratched screens, and dead pixels then I must just be a masochist. Am I picky? Sure I am, but other than the phone that would heat up like crazy and reboot multiple times per day despite factory reset, reflashing stock image, etc, all of the issues were screen related. You spend the vast majority of the time on the phone looking at a screen. Plus, this is a nexus... refund... what else is there out there for new hardware, unlocked, stock, etc? I would have paid $700 outright for the thing if google was charging that much, but I expect the phone to have a screen that's defect free.
This isn't something new with nexus/play store devices. Check out the threads on the Nexus 10 regarding screen, and case issues and the exchanges. People are getting devices marked as new with broken seals. I've found with every Nexus (except the Galaxy Nexus) I've purchased, if you get a great one from the start then awesome. However, if you happen to get a dud, you will spend some time trying to get one that's defect free through the RMA process.
For the few that posted some links, thanks, but though they are torx screws of the approximate size, they aren't the exact screws. Seems no one save for the manufacturer sells these. After about 3 hours on the phone in total with LG, they are supposed to send me 2 but they said it would take 9 days to ship. I guess they have to order it from Korea.

I had and lg g2x that I replaced about 6 times before I gave up. I was not being picky, the phones were not functioning correctly. You pay for a defect free device so expect one. At least you are getting the screws sent.
Sent from my Nexus 4 using xda premium

I hate to resurrect an old thread, but I guess you just got screwed by LG - pun totally intended :laugh: Sorry, it just had to be said.
On that note, rather than RMA'ing my N4 for a defective screen (well, it sure cracked pretty easily!), I just ordered a replacement front assembly and intend to do the repair myself. Hopefully it arrives this week, because I really miss my Nexus!! If I was planning on spending $600 on a phone, I would've went with an Optimus G or Xperia Z, but I figured I could save a few bucks by going Nexus, and the developer support around here is bar-none! Alas, with this replacement screen, I spent that much anyway... Still ticked off about it, but what can ya do...
So, since it's been a couple months, how about a status update. Did you get the screws? Another device? Are you happy yet? Please, do share.

I'm pretty sure he got the screws from the last time I talked to him.
And to those hating on him are u kidding me. He paid for a fully functional phone and that's what he deserved. He did nothing that I wouldn't have done and he had some pretty defective phones trust me. So before judging know the whole story because like someone said on this thread "karmas a b*tch".
Sent by my Kitteh he chews on muffins on my Sexy Nexi 4 using Tapatalk

americasteam said:
+1 What's the chances one person gets 5 defective phones?
Sent from my Nexus 4 using xda premium
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Jayrod wasn't and isn't being picky, I've seen pics of the defective n4's and let me tell you, they were very defective! It happens, he didn't want to keep playing the rma game, but he paid for a defective free device. None of the phones he was sent I would keep if they were given to me. Nobody likes to have money on their credit cards tied up, do you know how much money was on hold for those devices? A lot. Not that he cared about that, but keep that in mind when making remarks. These phones weren't sent to him without some sort of hold. Who would go through that for something miniscule?
Sent from my GT-N7000 using Tapatalk 2

Yeah, I completely agree with those statements. I'd hate to be in a situation like that, especially considering my "credit card" is actually a debit card with Visa, so those "holds" would be on my real money. It's bad enough I barely went 5 days with my Nexus before the screen broke, but to RMA a device 5 times is a little ridiculous - not necessarily for Jayrod's part, but the fact that he's had so many problems for something he should have had defect-free in the first place. After the first 2 RMA's, someone at Google and/or LG should have personally inspected the third device to absolutely be sure with 110% certainty that it was perfect. OK, so I made a little joke earlier, but I really do feel for the guy. The quality control issues have been nuts, and hearing stories like this makes me wish he would just be given a free N4 just for all the trouble! For all that and then getting back an unfixed phone with missing screws is just unforgivable. I could understand his frustration and just wanting what he paid good money for! Which is why I now hope he's finally got a good one.

Asus customer service

I sadly broke my Nexus 7's(2013) screen and digitizer in less then 5 days. Shameful I know, but anyways I contacted Asus since there wasn't anything else I could do. Their customer service set me up with a representative within 5 minutes. I explained my problem and he told me that they can fix it but it may cost me. There wasn't another option so I said okay. So they sent me an email with a form and told me to ship my Nexus to a Asus repair facility. I did and within in a week they sent me it back and fixed the screen and digitizer for FREE! Yes free well unless you count the shipping which was a small price to pay for fixing the device that wasn't their fault in the first place. Anyways if any of you have problems contact Asus I'm pretty sure they can help you. I'm so happy thought I lost my Nexus.

Someone if eager to save their reputation
Sent from my Nexus 7

Is it the same device or a new one?
Sent from my Nexus 7 using XDA Premium 4 mobile app

Good to know that they have a good customer service.
Sent from my Nexus 7 using xda app-developers app

androidsavage23 said:
I sadly broke my Nexus 7's(2013) screen and digitizer in less then 5 days. Shameful I know, but anyways I contacted Asus since there wasn't anything else I could do. Their customer service set me up with a representative within 5 minutes. I explained my problem and he told me that they can fix it but it may cost me. There wasn't another option so I said okay. So they sent me an email with a form and told me to ship my Nexus to a Asus repair facility. I did and within in a week they sent me it back and fixed the screen and digitizer for FREE! Yes free well unless you count the shipping which was a small price to pay for fixing the device that wasn't their fault in the first place. Anyways if any of you have problems contact Asus I'm pretty sure they can help you. I'm so happy thought I lost my Nexus.
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That great to hear ASUS did that... +1 for Asus
Walmart sold me a 2 year accidental glass break/water damage warranty coverage for $28 it was a heck of a lot cheaper than Best Buys 2 year warranty at $70 so I got it. Hopefully if anything happens to the device its easily covered and ill get a new one instead of something fixed.
Off Topic - Does anyone have any experience with Walmart warranties they can share?

Asus was nice and pleasant to deal with.
I had to RMA one of my TF101s three times. It was the contracted repair shop (in Texas) who didn't fix the issue the 1st/2nd time.
They just re-flashed the stock image and sent back to me saying no-problem-found (I carefully documented the issue and suggested
they replace the mainboard due to faulty flash-storage). The 3rd time, I talked to Asus/San Jose directly and they asked the shop to
replace the board. It works beautifully since.
On the 1st RMA, somehow I unexpectedly got a new charger in the mail, from Asus (the issue was the unit didnot power on
even when plugged in). The 1st time I sent it out, it had a customROM onboard .. haha.

I've also only had good experiences with asus technical service. When my pc motherboard failed after a year, new one free!

Good to hear you had such a good experience with Asus.

Matrix_19 said:
Is it the same device or a new one?
Same device
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Good to hear. :thumbup:
The way things are looking right now they're going to get very busy very soon..

I had a terrible experience with my N7 (2012) and Asus. Sent it in for a bad screen, and took 2-3 weeks to get it back. Glad to hear they're getting better
Sent from my Nexus 4 using Tapatalk 2

Returning my Nexus 6P for refund question.

Thinking about returning my Nexus 6P back to Google where it was purchased from. Great phone and I love it but for the money, my Nexus 6 gets the job done well enough for me.
My question is for those who have done the return process. How long did the return process take before getting a full refund back from google for you?
Thanks in advance.

jcarlm said:
Thinking about returning my Nexus 6P back to Google where it was purchased from. Great phone and I love it but for the money, my Nexus 6 gets the job done well enough for me.
My question is for those who have done the return process. How long did the return process take before getting a full refund back from google for you?
Thanks in advance.
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I just shipped both of mine off yesterday (32gb & 64gb) and Google said up to 14 business days after receiving it. My buddy sent his in a bit ago and got his refund about 2-3 days after they received it. So I guess it just depends.

I know this is going to sound stupid to some but I'm considering returning my device before this might happen to me, I know that it might not as well. But this is getting out of hand and I still have my nexus 6.
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If you like the phone, enjoy it, don't let what others claim they experienced make you worry about the awesome phone you own. But if Mom found out you spent the bar-mitzvah money on a phone, thats a different story...

PaisanNYC said:
If you like the phone, enjoy it, don't let what others claim they experienced make you worry about the awesome phone you own. But if Mom found out you spent the bar-mitzvah money on a phone, thats a different story...
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41 year old man here..
Love the phone but for the money, my Nexus 6 is still good. Do I really need the money back, no. Still up in the air about it. Was wanting to know the process time frame other than what google states in case I take that route.