Database Users

If your replacement phone comes without battery/sdcard/back cover... it's a REFURB

My original phone was broken (when I bought it). When they sent me a new one, it came in a cardboard box, no battery, no sdcard, no battery cover.
Called in to make sure it's new... "well to tell you the truth sir, it's reconditioned like-new.... no we can't replace it, because the phone that you sent to us was used, so we had to send you a used one.... I'm sorry sir, theres nothing we can do."
buyer beware...

thats usually how it works, especially with a phone in such high demand

except that Verizon policy states that if you're within your 30 period, you can replace your phone with a BRAND NEW one
I've decided that if customer support won't send me a new one, there's nothing stopping me from just going around them. Since I'm still within 30 days, I'm going to simply return my phone for a refund of my purchase price, and order a new one.

DroidXChat said:
except that Verizon policy states that if you're within your 30 period, you can replace your phone with a BRAND NEW one
I've decided that if customer support won't send me a new one, there's nothing stopping me from just going around them. Since I'm still within 30 days, I'm going to simply return my phone for a refund of my purchase price, and order a new one.
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that would work but what will you do when you hit the 31st day and you have problems then you will have to take the refurb.

That is not necessarily true. O had to have my droid 1 replaced 3 times 2 of the 3 were brand new phone in return boxes according to the verizon rep I spoke to.
Sent from my DROIDX using XDA App

tmmedic20 said:
That is not necessarily true. O had to have my droid 1 replaced 3 times 2 of the 3 were brand new phone in return boxes according to the verizon rep I spoke to.
Sent from my DROIDX using XDA App
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i can always trust a verizon rep just like i trust a used car sales man

pima said:
that would work but what will you do when you hit the 31st day and you have problems then you will have to take the refurb.
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or I can get a phone that has no problems.... just because you say "what will you do when" doesn't mean its something that's going to happen

My point is that when you send your xbox 360 in for repair they either repair it or send you a refurb and i bet you plug it in and play it. This is the same with phones so why is it a big deal if it works?
Sent from my DROIDX using XDA App

pima said:
My point is that when you send your xbox 360 in for repair they either repair it or send you a refurb and i bet you plug it in and play it. This is the same with phones so why is it a big deal if it works?
Sent from my DROIDX using XDA App
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I would agree after 30 days. But before it you should get a new replacement device not a like new device.

I'd just tell them that the phone they sent you was BROKEN so since you paid for a NEW phone you want a new phone.
Sent from my DROIDX using XDA App

TBH sometimes if you describe the loophole you described to the person you're talking to, they will help you out.
I've literally told customer service reps for various things I've owned that I can simply do that, and they usually oblige.

Very true; i started having issues with my droid and customer service informed me that i would have to put up money for the replacement device. After they received the failed device they would credit my account.
Sent from my DROIDX using XDA App

There are two type of replacements for the x only within 30 days. First would be a wfg which would come with charger etc. and would be back ordered. The second would be only the phone and for a doa which you had they are new searching the esn shows no other activation s. This one is only for the x atm.
I'm a vzw tech btw and have no reason to lie

I went round and round about this with them. You are getting new ones in the little white boxes without the battery (for now)

I'm not sure it's "refurb" providers send phones without the bact etc to help avoid people calling in pretending their phone broke and then selling one and keeping the other. I know you aren't doing that, but I'm sure that plays a part it why they do it like that.

xmunk said:
There are two type of replacements for the x only within 30 days. First would be a wfg which would come with charger etc. and would be back ordered. The second would be only the phone and for a doa which you had they are new searching the esn shows no other activation s. This one is only for the x atm.
I'm a vzw tech btw and have no reason to lie
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yeah there are usually no refurbs around when a phone first comes out. so they set aside news ones to send out in the refurb cardboard box. saves them money of all the accessories w/ shipping, u keeping them, etc.\
i bet the phone is new.

Get N4 from RMA stock.

So from what I understand Google has a stash of N4s set aside for RMA purposes, what if I was to RMA my current N4, but not actually return it. I know they will just charge me for a new one if I don't return the current one, but is that all, i.e. no black listing the IMEI #.

jakejm79 said:
So from what I understand Google has a stash of N4s set aside for RMA purposes, what if I was to RMA my current N4, but not actually return it. I know they will just charge me for a new one if I don't return the current one, but is that all, i.e. no black listing the IMEI #.
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Lol, people are even waiting on their RMA's that have legitimate reasons.
Sent from my Nexus 4 using xda premium

True, but least then I don't have to watch the play store.

Lol I still have my RMA N4 sealed up and ready to go back on Monday.

Hi, I'm k0nane. You might know me as k0nane.
Don't be a douche, and don't be an idiot. If you tried that, you'd be screwing over those waiting for legitimate RMAs, and would likely get charged LG's sticker price, which is higher than Google sells it for (as evidence by prices in UK retailers). Wait in line like everyone else.

k0nane said:
Hi, I'm k0nane. You might know me as k0nane.
Don't be a douche, and don't be an idiot. If you tried that, you'd be screwing over those waiting for legitimate RMAs, and would likely get charged LG's sticker price, which is higher than Google sells it for (as evidence by prices in UK retailers). Wait in line like everyone else.
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No he wouldn't. Google places a $349 (for the 16gb) authorization hold on your account until they get the replacement back. I know this because I still have the auth hold on my account, my replacement arrived on Friday and the RMA is sealed and waiting to get sent back on Monday.

Friend of mine offered me 300 for my Nexus 4 that I am sending back due to dirt stuck under the screen. I plainly told him no. I am sending it back first thing Monday morning when my RMA replacement arrives.
I don't feel like jerking Google around.

I'm screwing no one, google screwed me when they only managed to process one of the many units I tried to order on launch day, had they processed what I wanted I wouldn't be doing this.

jakejm79 said:
I'm screwing no one, google screwed me when they only managed to process one of the many units I tried to order on launch day, had they processed what I wanted I wouldn't be doing this.
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You should be lucky that you even received one of your orders. A bunch of users on here still don't have their Nexus 4's. We should be thankful for what we have.

FatalityBoyZahy said:
You should be lucky that you even received one of your orders. A bunch of users on here still don't have their Nexus 4's. We should be thankful for what we have.
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I was, on Thursday

what to do when Google don't ship out RMA ?

Talk about getting screwed. I called in to get a replacement for my device two weeks ago and now I got one more weeks left to return this phone, but Google still have not shipped their device yet. I've contacted Google support like 3 times already, but no luck getting any info. They would send me a general email saying something like it would be shipped out in a timely manner and sometimes they would refer to my nexus 4 as the nexus 10 or the nexus 7. These people don't even read the emails they send out. Should I just send in my device to avoid the 21 days penalty? I'll be without a phone for until they shipped.

Try to contact them and explain your issue. If their shipping is delayed is not your fault so no penalty should be applied. Ask them!
Sent from my GT-I9300 using Tapatalk 2

I just had my order status for my RMA changed to pre-ordered, so I called Google Play support. It turns out the RMA's are now affected by back orders as well. So I explicitly asked the CSR about the 21 day window, he assured me that Google will not charge me if the replacement device has not shipped. He said if I am actually charged, not just a pending AUTH (which has already cleared) to just call up. He said he's never heard of it happening, they've been told by their supervisors that it won't happen, but IF it does happen they are to refund that charge.

I just contacted Google again. They said i will still be charged for the device if I don't return it within the 21 days even though they don't have a device to send out. This will be my last time I order from Google.

File a BBB report, notify your bank of the situation and give them your BBB complaint case number. Request that your bank decline further transactions from GOOGLE *Devices until further notice.

qpqpqp said:
I just contacted Google again. They said i will still be charged for the device if I don't return it within the 21 days even though they don't have a device to send out. This will be my last time I order from Google.
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makes sense to me your doing an RMA its a faulty device why hold on to it if its not working ?

noobdeagle said:
makes sense to me your doing an RMA its a faulty device why hold on to it if its not working ?
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Maybe the OP's phone still works better than no phone at all. Mine is deadlined, but the digitizer still works where I need it to for answering calls, and I can't go without until they decide to ship me a replacement phone.

Man I am sorry about your luck. I called Google for an RMA last night and my replacement was shipped this morning and the UPS tracking shows I will have it COB on Friday. I was actually surprised that it was shipped so quickly, as I thought there would be a delay because of the lack of stock units. I hope that you get this addressed with Google, there has to be some glitch on what is going on with your RMA.

gr8cop said:
Man I am sorry about your luck. I called Google for an RMA last night and my replacement was shipped this morning and the UPS tracking shows I will have it COB on Friday. I was actually surprised that it was shipped so quickly, as I thought there would be a delay because of the lack of stock units. I hope that you get this addressed with Google, there has to be some glitch on what is going on with your RMA.
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Jesus, this is the same **** the pulled with ordering the phone in the first place. I ordered my phone within the first minute, didn't get it for over a week, people ordering it 6 hours later got it in two days. I RMA a week ago, now it's preordered, you RMA last night and it ships today. Dufuq Google, this is some bull ****. Not to mention the OP now being told 'll be charged for the current device before the replacement ships.
Happy for you though.

USSENTERNCC1701E said:
Jesus, this is the same **** the pulled with ordering the phone in the first place. I ordered my phone within the first minute, didn't get it for over a week, people ordering it 6 hours later got it in two days. I RMA a week ago, now it's preordered, you RMA last night and it ships today. Dufuq Google, this is some bull ****. Not to mention the OP now being told 'll be charged for the current device before the replacement ships.
Happy for you though.
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I agree that it is bull. I don't know if it was the CSR that I talked to or what, but I just got confirmation that my replacement was delivered at my house (1 day earlier). I suggest that you continue to call them to see what is going on.

I had my RMA overnighted on 12/11
device not yet received
this is what tracking says
A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated.

gr8cop said:
I agree that it is bull. I don't know if it was the CSR that I talked to or what, but I just got confirmation that my replacement was delivered at my house (1 day earlier). I suggest that you continue to call them to see what is going on.
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I already called like 6 times and talk to 6 different people. They elk don't seem to care. I just don't know what else I can do.

This is what I just got.
Thank you for contacting us.
You have 21 days to return the original device not 21 days to*receive* the device. You can return the device if you have the RMA and shipping label. As for a replacement device, unfortunately they are on backorder and will not be shipped for 3-5 weeks. I apologize for the*inconvenience*and appreciate your patience.
If you have any other questions please feel free to reply back to this email.
I was assured they had separate stock for RMA, probably get a better service from someone that speaks a different language to me.
Sent from my Nexus 4 using xda premium

[Q] Ordered16gb device but received 8gb.. anyone?

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

Replacement process

My launch-day Nexus 4 has the rattling and earpiece buzzing problem and I'm interested in getting a replacement to see if they have resolved the issues.
I'm curious as to what the replacement process entails for this phone? Do I go through Google Play or LG? Do I have to send it back first or do they send one first? Also, do they sent out refurbished models or new ones?

albo23 said:
My launch-day Nexus 4 has the rattling and earpiece buzzing problem and I'm interested in getting a replacement to see if they have resolved the issues.
I'm curious as to what the replacement process entails for this phone? Do I go through Google Play or LG? Do I have to send it back first or do they send one first? Also, do they sent out refurbished models or new ones?
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The process is that you call Google, they set up an RMA if they feel it's a hardware problem. You don't contact LG, EVER. The just of it is you phone google, they troubleshoot the problem. If they feel this is a defect, not as a result of carelessness.
(Basically I'm telling you, if you phone in, you can't say you've ever dropped it, and that it's had this problem since day one. I'd go as far to say that you "may have used your friends' Nexus and found that his doesn't do the same and sounds clearer on calls")
They will give you an RMA number, and email you a printable UPS label, at this point, you may send your phone back, using the free UPS label, back. At the same time they issue you this label, they put in a request that a brand new unit be shipped to you. If your phone is still functional, keep your phone, and wait for the new one to arrive, then ship yours out the day you get the new one. You have 30 days to return your old phone once the new one ships. If you fail to return the old phone, they charge the new one to your google account.

albo23 said:
My launch-day Nexus 4 has the rattling and earpiece buzzing problem and I'm interested in getting a replacement to see if they have resolved the issues.
I'm curious as to what the replacement process entails for this phone? Do I go through Google Play or LG? Do I have to send it back first or do they send one first? Also, do they sent out refurbished models or new ones?
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According to Google, you only have 15 days from the date of delivery to request a replacement or refund. Beyond 15 days, you have to contact LG.
See here: http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2411741#CA
Google Play Help said:
Replacements
Within 15 days of delivery, if you happen to receive a defective device that you'd like to exchange for a functioning device, please email our support team. They'll work with you on next steps and connect you directly to our partners for replacement options.
If you have configured your phone as a virtual wallet, using Google Wallet as a form of payment, prepare to switch devices.
As a precondition of replacement, Google may remotely disable the damaged device which is to be returned to Google, with the consent of the purchaser.
Regular warranty service and out of warranty repairs
After 15 days from delivery or for an out of warranty repair, please review warranty information for your device.
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Edit: Apparently, after 15 days, you still have to contact Google customer support. The service is no longer done by Google Play though, it's based on your LG 12 month warranty.

Ok thanks for your help.
Has the new batch of phones corrected the earpiece buzz and camera rattle?

albo23 said:
Ok thanks for your help.
Has the new batch of phones corrected the earpiece buzz and camera rattle?
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You know, there's a button for that
Not sure about whether the new phones are fixed, though I can confirm as soon as I get mine.

But its just sooooo hardddddddd to search :crying: :crying: :crying:

albo23 said:
But its just sooooo hardddddddd to search :crying: :crying: :crying:
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Lol I meant you could click the "Thanks" button under my name.