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.
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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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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.
Related
Just trying to gauge what sort of a issue UK users are having with Google and getting them to send out a TNT label to send a faulty nexus. After a replacement has arrived.
My story started on the 23 of July. Phoned Google and sorted out a RMA and replacement to be sent to me. I got the replacement on the 24 of July. This is when it started to get a little interesting. In the email from Google it states. Shipping label will be included in the packaging. No label. So phoned Google. They said should be with me in 48hrs. Its now the 4 of august. And no label. Phoned them again and the woman I spoke to was rather snotty with me and told me that she could see on the system that they've told me several times that its on its way. I told her that I was a little worried that my 21 day period is getting shorter and shorter and she would be the same in my position. Having paid 400pound for one working and one faulty nexus!!!
Who else is having a issue?
No shipping label
charliemiddleton said:
Just trying to gauge what sort of a issue UK users are having with Google and getting them to send out a TNT label to send a faulty nexus. After a replacement has arrived.
My story started on the 23 of July. Phoned Google and sorted out a RMA and replacement to be sent to me. I got the replacement on the 24 of July. This is when it started to get a little interesting. In the email from Google it states. Shipping label will be included in the packaging. No label. So phoned Google. They said should be with me in 48hrs. Its now the 4 of august. And no label. Phoned them again and the woman I spoke to was rather snotty with me and told me that she could see on the system that they've told me several times that its on its way. I told her that I was a little worried that my 21 day period is getting shorter and shorter and she would be the same in my position. Having paid 400pound for one working and one faulty nexus!!!
Who else is having a issue?
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I am in exactly the same position also receiving my replacement on 24th July, received RMA form via email but no shipping label. 6 hone calls to Google after and still no label! I will keep you posted on any developments but Im thinking of getting my credit card company involved at this stage.
So. Just a little update. Have just got off the phone too google support. And it looks like they have finally realised that they have a issue with UK shipping labels. What they are doing is marking accounts that still haven't received the labels and are manually resending them to affected customers. This will then extend the rma period so that you aren't charged for another unit. Had a bit of a giggle with the chap on the phone because google have realised that they will be opening themselves up to litigation for what is their issue with TNT. Not mine.
What I suggest people do. Is phone google support asap. Tell them that your rma is nearing the end and you still haven't got your label.
charliemiddleton said:
So. Just a little update. Have just got off the phone too google support. And it looks like they have finally realised that they have a issue with UK shipping labels. What they are doing is marking accounts that still haven't received the labels and are manually resending them to affected customers. This will then extend the rma period so that you aren't charged for another unit. Had a bit of a giggle with the chap on the phone because google have realised that they will be opening themselves up to litigation for what is their issue with TNT. Not mine.
What I suggest people do. Is phone google support asap. Tell them that your rma is nearing the end and you still haven't got your label.
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I've just called them and been assured I won't be charged for the two faulty devices I am still waiting to get returns labels for, however they have said they can't manually send me any labels, I still have to wait for TNT.
I'm also awaiting the dispatch of my third Nexus 7 - been waiting for it to be shipped for over a week This is just turning into a farce. All I want is a non-faulty device and to send my faulty two back and I'm being prohibited from having/doing both!
I'll certainly never be buying anything direct from Google ever again!
you might want to check this thread on the General board:
http://forum.xda-developers.com/showthread.php?t=1793703
Hi,
I've received my replacement nexus 4, but it stated in the email that I will have a return shipping label with my device? I don't have a label? All I got was another invoice...
Can anybody help me out...
soulja786 said:
Hi,
I've received my replacement nexus 4, but it stated in the email that I will have a return shipping label with my device? I don't have a label? All I got was another invoice...
Can anybody help me out...
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Click to collapse
How can we help you? You need to call people that sent you the replacement.
Sent from my Nexus 4 using Tapatalk 2
Im in the same boat unfortunately. How did you get on? I keep being told to speak to TNT who say they dont know anything about returning a device as they need a reference number. I cant get a reference number because google claim TNT should have all those details and send a shipping label to me. This is beyond a joke now and I am in all honesty pissed off.
Although I haven't received my replacement device yet, I went through the same procedure, since I need to send back the defective device before I leave for vacation.
Google has plenty of totally uninformed people in their support lines - I had to call them 4 times to get it right.
What you have to do is call the Google Play Support for devices (0800 328 6081).
Then ask them for their UK TNT account number. (careful, initially they gave me their US one, and when I called TNT they had no clue where to deliver...).
Then call TNT (0800 100 600), give them the account number and they will know where to deliver (Harrier Parkway on Magna Park or something similar).. They will just ask for your details and arrange a collection.
Hope this helps.....
Just out of curiosity, did you get an shipping email confirmation with a tracking number? How long did it take for TNT to deliver your device?
I am going back to Greece and I am afraid I will spend my vacation without my nexus 4 (((
Also mine's battery died, what happened to yours?
Nikos
Hi,
Saw a lot of posts about returning Nexus 4 but they have been from people based in the US. Has anyone in the UK returned Google Nexus 4 to Google ?
What was the process for you?
I called them up and they sent me an RMA and said I will get a shipping label.
Days passed and I didnt get a shipping label. Called Google and they said UK customers dont need a shipping label. Just call TNT with RMA and they will take it.
TNT refused saying they need a shipping label.
Called Google again and they say I will need one and TNT should provide one.
This has been going round and round.
Any help appreciated or if anyone has done this.
Thanks
Christ, this worries me, I have one in the UK and I'm scared if I need to RMA now lol!
metal675 said:
Hi,
Saw a lot of posts about returning Nexus 4 but they have been from people based in the US. Has anyone in the UK returned Google Nexus 4 to Google ?
What was the process for you?
I called them up and they sent me an RMA and said I will get a shipping label.
Days passed and I didnt get a shipping label. Called Google and they said UK customers dont need a shipping label. Just call TNT with RMA and they will take it.
TNT refused saying they need a shipping label.
Called Google again and they say I will need one and TNT should provide one.
This has been going round and round.
Any help appreciated or if anyone has done this.
Thanks
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I've returned one in the UK. I contacted Google who raised an RMA and shipped a replacement. I was told once the replacement arrived the faulty one had to be returned within 14 days. The replacement should have included a TNT shipping label but it didn't. I contacted Google and one was sent a few days later.
So in short I did get a TNT shipping label.
madgibbon said:
I've returned one in the UK. I contacted Google who raised an RMA and shipped a replacement. I was told once the replacement arrived the faulty one had to be returned within 14 days. The replacement should have included a TNT shipping label but it didn't. I contacted Google and one was sent a few days later.
So in short I did get a TNT shipping label.
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Thanks.
Can you please tell me who delivered the shipping label? Was it sent by post or by email.
Also, did TNT collect the return package from you or did you have to drop it to them ?
This is a really mad process. The customer support at Google is hopeless.
I ordered a replacement on monday and it was here on wednesday by parcelforce. They send a return bag shipping docs and a note what to do behind the shipping note. Contact tnt job done. New phone exactly the same as old phone, deaf as a post with signal dropping out for no reason.
I have returned 2, here's how it went for me;
Got my RMA link in an email along with a pdf containing an RMA number that I had to print out.
When my replacement device turned up it had a TNT bag and shipping label with it.
When I was ready I rang TNT, gave them the RMA number and arranged collection.
The driver and I sign the documentation with the TNT bag, I keep a copy, they take it to Poland.
I'm in the UK and want to rma because my USB port isn't working correctly what number did you guys ring?
This number is on the support page(0800 328 6081) but after selecting 3 and 1 it cuts me off and hangs up :/
I'm in the UK.
My old Nexus 7 went wrong a week after buying it from the Play store. I called Google, spoke to their customer services (she sounded American). Told them what was wrong, she explained the procedure for returning the item.
I was sent an email a few minutes later detailing what to do, attached was the RMA, shipping info etc. It was pretty straight forward. I was sent a replacement as soon as Google noticed the faulty one was shipped back to them!
All in all, took about four days from calling them to having a replacement.
Guys I had gotten my gf a nexus 7 for christmas. The battery icon now reports 0% battery but the tablet still works. Tried everything to fix it. Anyhow, she contacted Asus 2 weeks ago and they were suppose to send her another tablet. Two weeks later, no tablet. On the phone with them now and the guy is saying she needs to send her tablet to Asus and pay for shipping. Has anyone heard of this? This is ridiculous. Why should she have to pay for shipping for a faulty tablet on their part. In my experience, you get the new device, than send in the old one. Just curious for anyone who has dealt with Asus customer service and if this is the truth or not. thanks guys.
It's not the same as a phone company. Hell shipping should only be like $6. It's doesn't weigh much. They aren't going to send you a prepaid box and stuff is what I'm trying to say.
Sent from my personally built from source CM10.1 N7.
disconnecktie said:
It's not the same as a phone company. Hell shipping should only be like $6. It's doesn't weigh much. They aren't going to send you a prepaid box and stuff is what I'm trying to say.
Sent from my personally built from source CM10.1 N7.
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Maybe that's just what I'm use to. I just figured like the first guy she had spoken to, said they were going to send out a new tablet. Then ship the old one back in the box the new one came in.
That is standard shipping procedure for RMAs.
If the tablet was purchased around Christmas time, and you guys called in 2 weeks ago, I'm not sure they would offer a straight replacement like that. We can only do a replacement if the issue was reported within 30 days of the original purchase - much like a store's return policy. Anything after 30 days will have to be serviced only. There are special exceptions, though, and this might be one of them for all I know.
When an RMA is made, its creator (the phone rep) is supposed to e-mail the customer RMA instructions. Inside the e-mail will be an address where to ship the defective unit to as well as other instructions. If you have not received this e-mail yet, let me know and I'll see if I can get it sent out to you.
Feel free to e-mail me at [email protected] if you have any questions.
I just got my OnePlus 5 today and I started using it for about 30min and then the screen started freezing and locking up and then finally when all colorful static (tv snow). I think its a back connection as i can still unlock the phone with my thumb and power it off buy holding power then taping the screen guessing were the power off button is. the sounds for the unlock work to.
If anyone has an idea to fix this that is not going to void anything please let me know.
ReaperII7 said:
I just got my OnePlus 5 today and I started using it for about 30min and then the screen started freezing and locking up and then finally when all colorful static (tv snow). I think its a back connection as i can still unlock the phone with my thumb and power it off buy holding power then taping the screen guessing were the power off button is. the sounds for the unlock work to.
If anyone has an idea to fix this that is not going to void anything please let me know.
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Click to collapse
This has been a huge buzz kill ?
Nightmare. Get that RMA in!
You should send it back
kboya said:
Nightmare. Get that RMA in!
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Ya and to think I almost didn't pick it up tonight was going to wait tell Monday. Glad I stuck out on lunch.......
Well iv got the RMA in, part of me just wants to return and get refunded but it's such a nice phone.......
Chat Support.
So I talked with a live chat rep named "Lovely" about 30 min ago. I had made a support ticket and a RMA so i just put both the info and my order imie and location. Got routed over to a support chat rep. "Lovely" almost rate away. Lovely did the I need 2-3 min blurb, after Lovely came back they said they would approve the RMA and send me an email.
SO! I'm sending it back for replacement.........serves me write for buying it early.
anyway this is the email i got
"Hello ************,
Good day!
We have begun processing your RMA. These are the product(s) approved for return:
1. OnePlus 5
Please follow the steps below to complete the RMA process:
Step 1: Get prepared
• Please take the necessary precautions in making sure you back up all your data and remove any additional accessories or personal items from the device.
• Please include the receipt for your device in your parcel. This can be found in your OnePlus.net account under My Orders.
• Please be sure to include the official data cable and charger bundled with the device.
Step 2: Ship your device
• You will be contacted within 2 business days by our partner Futuretel. They will send an email to you with a pre-paid shipping label; please print this label and drop off the parcel at your convenience.
Please note: All returned products are subject to inspection upon arrival. Should the device not meet the conditions of our warranty, we reserve the right to have it resolved by either of the following two approaches upon your confirmation:
1) Customer will pay for the quoted repair fee to repair the device
2) Customer will can request to ship the device back unrepaired.
Please let me know if you have any questions.
Best regards,
Lovely"
Got a FedEx return label via email and it's been dropped off at a pick up point. Looking like it will be there on Tuesday.
ReaperII7 said:
Got a FedEx return label via email and it's been dropped off at a pick up point. Looking like it will be there on Tuesday.
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According to their promo video RMA should be finished and you should get a working phone within a week, you'll be able to let us know if they live up to the hype.
djsubterrain said:
According to their promo video RMA should be finished and you should get a working phone within a week, you'll be able to let us know if they live up to the hype.
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I will most definitely let everyone know how the RMA process goes. I also took a picture of the box and phones two IMEI's so I will be able to confirm that I do in fact get a new phone and not the same one.
I subscribed to this thread just to see how it goes. Good luck, OP! Let us know how it goes.
So my phone arrived at one of Oneplus' partner companies. As a result I opened another live chat to get an update on my RMA status. I got routed to Lois who was also quite nice and understanding. I asked for the status of my RMA and how long I would be waiting for my replacement. Lois informed me that the hole process could take up to 12 day after the parter company inspects the phone witch could also be up to 2 days. Which it's 14 days...... I think you all know were I'm going with this. So I asked to cancel my orders and send everything back for a full refund. Lois said they would only be able to do a parcel refund for the oterbox and extra dash cabal I ordered. So at this point I'm not happy and ask for my case to be escalated and that compensation be considered for my inconvenience.
So I got an email from OnePlus later last night. They have placed a new order for my Midnight Black 8/128. So if it ships today it should get to me for Friday. We will see....
Looks like the phone shipped out today got a tracking number emailed to me and the tracking number is saying it will be delivered tomorrow. Will let everyone know if I get the phone tammorow!
So I got the phone delivered today, send in the RMA later Friday night and iv got a new phone on the next Thursday. I'm quite happy to say the very least. We will see if this phone lasts longer as oneplus did send me a total new unit I looked at the IMEI's are in fact different.
Congrats OP!