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 replacement any luck?

Hey,
Is anyone be able to get replacement from playstore, if so is it pending or did you got the tracking number?
Since I got the device has a cracked close to the camera, I place a replacement yesterday and still didn't got my tracking number its showing as pending. When I place replacement order the CSR told me that they have enough device for replacement. Today I called them whats going on, and they are telling me that they don't have stock so its basically we are in backorder.
Can anyone clarify this.
Thanks

that sounds like you're SOL buddy... sorry

I don't know what the status is. My camera LED does not work, so I phoned in early Wednesday morning (5:30 a.m. EST) and arranged for a replacement. The email acknowledgment I got said "Less than one week" for "Estimated ship." I haven't heard anything further.

wmm said:
I don't know what the status is. My camera LED does not work, so I phoned in early Wednesday morning (5:30 a.m. EST) and arranged for a replacement. The email acknowledgment I got said "Less than one week" for "Estimated ship." I haven't heard anything further.
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so no tracking number or anything, did you try to call them. cause we have only 15days for replacement

I requested a replacement on Tuesday, and it's still pending for me. I'm not complaining though, since I still have my Nexus 4. I don't really care if it takes 2 or 3 weeks for the replacement to get to me, as long as it's fulfilled, I'm a happy camper.

I requested a replacement Tuesday night because there is a small crack or hole in the backlight that looks like dead pixels but it's under the LCD and I got the same ships in less than a week but it's still pending in the play store
Sent from my Nexus 4 using xda app-developers app

I know but I don't install all the apps I need, then start over again. It would be a hassle so was wondering if they send us ASAP.

Red Wolf said:
so no tracking number or anything, did you try to call them. cause we have only 15days for replacement
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My call on Wednesday requesting an RMA exchange was less than 24 hours after I received the phone, well within 15 days. Anyhow, this is a warranty issue, which means I have a year, not 15 days.
If I haven't heard anything by middle of next week, I'll follow up with them, given the "less than a week" timeframe they quoted.

wmm said:
My call on Wednesday requesting an RMA exchange was less than 24 hours after I received the phone, well within 15 days. Anyhow, this is a warranty issue, which means I have a year, not 15 days.
If I haven't heard anything by middle of next week, I'll follow up with them, given the "less than a week" timeframe they quoted.
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Isn't the warranty through lg? Meaning you will have to send it to lg for repair or replacement? Going through Google during the 15 day period let's you replace it through Google.
Ifvit is before the 15 days why is it a warranty issue?
sent via xda premium with nexus 7

Beats me. All I know is it's a defective unit, I called up Google support, and they're sending me a replacement. If at some point in the future Google tells me I need to talk to LG about defects, I'll talk to LG.

at least with the nexus 7, the benefit of buying from Google Play rather than buying from a store was that the play orders would be managed by Google if there was any warranty issues, whereas the store orders were managed by ASUS themselves.

Correct me if I'm wrong, but when you place an order for a replacement unit, RMA, Google places a hold for the full price of the phone on your account, in this case 384 dollars. Until the defective phone is returned, correct?
If so, are you guys with RMAs going to have an extra 384 taken out until you received the replacement.
I have a defective unit, my earpiece does not work, but I don't have an extra 384 dollars to let Google borrow while they send me a replacement unit god knows when.
Also, are RMAs brand new in box? Or refurbished units?

wmm said:
Beats me. All I know is it's a defective unit, I called up Google support, and they're sending me a replacement. If at some point in the future Google tells me I need to talk to LG about defects, I'll talk to LG.
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yea but you have to send in your device to lg, and that might take weeks to get your phone back.
i requested a replacement last night, guess my replacement will take awhile if they're on backorder

wmm said:
Beats me. All I know is it's a defective unit, I called up Google support, and they're sending me a replacement. If at some point in the future Google tells me I need to talk to LG about defects, I'll talk to LG.
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I'm just gonna do my replacements with AMEX for the first 90 days if anything goes wrong, then I'll use T-Mobile's Premium Handset Protection.

chicotunner07 said:
Correct me if I'm wrong, but when you place an order for a replacement unit, RMA, Google places a hold for the full price of the phone on your account, in this case 384 dollars. Until the defective phone is returned, correct?
If so, are you guys with RMAs going to have an extra 384 taken out until you received the replacement.
I have a defective unit, my earpiece does not work, but I don't have an extra 384 dollars to let Google borrow while they send me a replacement unit god knows when.
Also, are RMAs brand new in box? Or refurbished units?
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Yes they hold your money, and they will send you a brand new one. Remember 1 thing though if you wanna replace than you have only 15days

chicotunner07 said:
Also, are RMAs brand new in box? Or refurbished units?
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I'd like to know that too.

cixpa said:
I'd like to know that too.
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This early, they would be new but once they have refurb stock in then expect refurbs.

They're brand new. Google wants the box with all your accessories when you send it back.
Sent from my Nexus 4 using xda app-developers app

dnlsmy said:
They're brand new. Google wants the box with all your accessories when you send it back.
Sent from my Nexus 4 using xda app-developers app
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Oooooh, maybe I can finally make an unboxing video.

From what I heard is that they're back ordered till about mid December.
Sent from my Nexus 4 using xda app-developers app

Shall I return my Nexus 6p?

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!

Bootloop, LG and Farewell

Well, it's happened on Monday. Was using my phone and bloop....screen goes off and that's the last time it worked. Gradually got to the stage where it wouldnt even loop but my 5x is dead. RIP.
So, being out of warranty and all I sent an email to LG to see how much it would cost to repair. Reply came back with a series of questions but no "reply to" address. That's one way of hiding from the problem I suppose. For a company to try and avoid their responsibilities for a screamingly obvious hardware flaw is way out of order. At least Samsung had the guts to put their hands up.
Sharing this as part of the grieveing process in a way for the old Nexus devices. Had a 4, a 7 and then a 5x. The Pixels came out but when I saw their price tags and the setups it just reeked of apple (excuse the bad swearing language). Very sad really for someone who rarely went a whole week without the simple process of changing rom or setup or kernel but that was the beauty of the Nexus ethos.
Since Monday evening I have been the owner of a Moto G5 Plus. Only charged it three times since getting it. Ads are part blocked in stock, it's nippy and am moving on with my life post nexus. Trouble is it's still on 7.0 but not a big issue for me.
Anyway, thanks guys and gals for the good times. LEarnt a lot about android, poor customer service and build quality from LG and made some good friends (and enemies) on here.
Keep happy

My 5X also died from last Sunday.... I sent my phone to authorized service (Procordia in Greece). I'm waiting now when the phone will be fixed (changing motherboard).

So I know you already moved on to the G5 plus, but you should see about getting it repaired. Then you could always keep on hand as a .spare device. Mine bootlooped (a second time) well out of warranty but I filled out the RMA request on LG's website (didn't talk to anyone, just like I did the first time) and they fixed it a second time for free. I don't recall how long they did it for, but they extended the warranty
edit: should point out I'm in the US and it might not go as well in other countries

My nexus died on me yesterday, still have 3 days left in warranty. Filed 2 reports to LG to request a repair and have had no email or anything, its as if my request has vanished. This is utterly ridicolous as I need a phone and I'm currently without one and can't afford anything worth buying. Will have to resort to using my Nokia 1600. Shame on LG for being like this

You should try contacting LG via phone and that might work better. The 5X warranty has been extended to 18 months on a case by case basis since this is a hardware problem. If they won't fix it, all you did was spend time on the call, but if you are eligible to have it fixed, you'd have a spare phone.

These bootloops are getting more and more common as our phone ages. Mine froze and shut down randomly and bricked while using it a few months back. Thankfully I bought mine here in the UK from Carphone Warehouse where I sent it for repairs, got the motherboard replaced, and fixed in one week, for free with the 2-year warranty. It sucks that LG aren't willing to help you guys though.

Mine died on me earlier this year. Luckily I had some backup phones. Using my old 2013 Nexus 5 currently. I can get life from my phone here and then but it freezes and shuts down during the boot animation. I bought mine from someone off craigslist so I doubt I'd have any luck getting it fixed by Google or LG. Too bad parts are hard to come by or I would try and buy a new motherboard and replace it myself. I really do miss using the 5X though. Just got to hold off until the end of the year for the next Pixel.

My Nexus 5X also bootlooped itself to death yesterday. I purchased it January 2016 when my Nexus 5 decided to kill itself. Unfortunately I also bought a 5X for my girlfriend at the same time which I'm expecting to go anytime now. I'm currently using my Samsung Galaxy S II that I bought at launch and is still alive 6 years later. Sucks because the only new phone that looks good to me right now is the LG G6, but I don't trust LG anymore so I don't know what to replace it with. Galaxy S 8 is purdy but I don't want to deal with burn in (like on my GS2). Essential also looks nice but doesn't have a headphone jack so that's out. Might have to go Sony with it's gigantic bezels. :-\
Update: Getting a refurbished replacement from Google. Hopefully by the time this one dies there will be some more appealing replacement options.

My second 5X died few days ago. Good phone bad quality

Mine died today. Warranty expired last October but they are sending me a refurb replacement. I've had it since November 2015 and even Bought it off swappa so I feel fortunate in one way but a phone should last a lot longer than that.

Tulsadiver said:
Mine died today. Warranty expired last October but they are sending me a refurb replacement. I've had it since November 2015 and even Bought it off swappa so I feel fortunate in one way but a phone should last a lot longer than that.
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Who did you go through? Google or LG? I bought mine from someone off Craigslist but haven't tried asking for a replacement since I've never had any type of warranty. Did you have to show any kind of receipt of buying it or anything or did they just simply say "Ok" and send you a refurbished one? Also, did you call them or email them?

jsgraphicart said:
Who did you go through? Google or LG? I bought mine from someone off Craigslist but haven't tried asking for a replacement since I've never had any type of warranty. Did you have to show any kind of receipt of buying it or anything or did they just simply say "Ok" and send you a refurbished one? Also, did you call them or email them?
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I went through Google. All they did was ask for and run the lME number. I did not expect anything to come of it but I thought it was worth a try. I chatted online.

Tulsadiver said:
I went through Google. All they did was ask for and run the lME number. I did not expect anything to come of it but I thought it was worth a try. I chatted online.
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Well I just might do the same. If you bought it from a third party and it died yesterday and your already getting a refurbished one, I think I may have a shot. Good to know. Thanks

Well. Some progress here too.
Decided to give LG a go but as I bought it over ebay they wouldnt entertain any warranty work but gave me their out of warranty people called SBE here in the UK.
Contacted SBE and without any commitment on their behalf the fella said that they would look at it and if its not showing signs of damage and water etc then it should be covered as they have permission to replace faulty motherboards with only postage costs.
So am packing the phone off to them and see what happens. Anybody else experienced this route? Would be worth getting it fixed just to sell the damn thing afterwards.

jsgraphicart said:
Well I just might do the same. If you bought it from a third party and it died yesterday and your already getting a refurbished one, I think I may have a shot. Good to know. Thanks
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Sure,
the verbage is a bit intimidating saying that they are putting full price for refurbished on hold on your account to see if it is covered by warranty but what they want to do is make sure you didn't run over it or drop it from a ten story building.

Tulsadiver said:
Sure,
the verbage is a bit intimidating saying that they are putting full price for refurbished on hold on your account to see if it is covered by warranty but what they want to do is make sure you didn't run over it or drop it from a ten story building.
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So you have to send the broken phone to them I assume?

jsgraphicart said:
So you have to send the broken phone to them I assume?
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Yes, and then when they receive it and see it's not physically damaged (water, smashed screen) they refund you back the price of the phone. I didn't have to pay shipping either way.

oprah winfrey said:
Yes, and then when they receive it and see it's not physically damaged (water, smashed screen) they refund you back the price of the phone. I didn't have to pay shipping either way.
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It's kind of funny they would even hold onto the price of the phone seeing as the device isn't under warranty and it would be no loss to them. I mean, what would be the scenario where they would actually charge you the amount of the phone?

jsgraphicart said:
It's kind of funny they would even hold onto the price of the phone seeing as the device isn't under warranty and it would be no loss to them. I mean, what would be the scenario where they would actually charge you the amount of the phone?
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They send you the phone right away and give you 21 days to get the bad phone back to them. The hold is to make sure they get an undamaged phone returned to them.

Tulsadiver said:
They send you the phone right away and give you 21 days to get the bad phone back to them. The hold is to make sure they get an undamaged phone returned to them.
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Ah, ok. Well that makes sense then. I thought they would send it to you after they analyzed the damaged one.