Related
We are all members of a great community of people, we come to these forums to discuss, build, upgrade and sometimes buy devices. In July I had a misfortune paying money to a member Leokorth who advertised his Uni for sale and got done for $150. At first he claimed he sent a parcel and even provided a tracking number. After a month of waiting I contacted him again, advising him the parcel had not been received and was told he still has it, he THOUGHT he sent it, but apparently not... You see, having a tracking number with USPS is not quite the same as actually sending a parcel, rather, according to USPS, it indicated an intent to send. I asked for my money back and he agreed to pay me back, but never did. I waited another few weeks, contacted him a few more times asking for my money, but he never replied. So I contacted PayPal. They investigated and decided in my favor, so today I was refunded.... 0.70!!! Yes, 70 cents out of my $150. The bastard cleaned out his PayPal account, so that I will not get any money back.
It happened to me once at ebay, same situation with an RC car....I lost the money so I feel your pain.
For some reason it hurts more because it happened here. I guess we somehow trust members of this community more than just sellers on EBay.
I don't know if trading laws are different here in the UK, but I had a similar problem and PayPal UK awared me the £252 (not refunded cos the guy emptied his account) and still charged his account £252. Basically it means he would have to make a new PayPal account. Just because the accounts empty, doesn't mean that you can get away with it
Like I said, it may be different here.
The guy who stiffed me is in US, claiming to own a photo studio, sent me his website etc, so looked very legit. Paypal sent me this: "We have concluded our investigation into your case and have decided in your
favor.
We were able to recover $0.70 NZD and this amount has been credited to you.
Please allow five business days for this adjustment to be posted.
If you are due any additional funds, we will make our best effort to
recover the balance from the seller."
0.70c recovered out of $150 - bloody laughable.
Scumbag Scammers
Yes there have been some scammers on this forum who have come and gone, nevertheless this does not help you to recover your lost funds, I might suggest that you contact PayPal again and forward all of your Email correspondence to confirm that this individual was leading you on right from the start, Paypal have no problems holding or freezing peoples accounts so based on that then a duty of care applies to Paypal to protect your dealings,it does not matter which country it was we have Paypal au now...
Sometimes these claims are a fully automated process and only refund what was in the account regardless, look it's worth a try, stay cool calm and collected and it all depends who you are conversing with on the phone at Paypal au.
Good luck
I am using Paypal.com, not .au, I am not in Australia. Sent them copies of e-mails, they already decided in my favor, but recovered 70c. At this point that's all there is.
paypal sometimes is a money-wasting system with no warrantys...
...i have experienced 2 times absolutly absurd issues buying from ebay, all 2 times after received broken items due to senders negligence paypal has offered to recover back my money but after i sent back from italy to uk a traceable package (50Eur more or less in the best case for a 5kg package) but without reimbursement of the last shipment from me to the bastard sender who don't care of fragile items...
...this is absurd, in any case the opportunity is to loss 50Eur for an broken item i have paid and have received totally wasted 1 month after i have paid it!
..but your issue is more crazy...so mad! 0,70 is nothing!
i wish u good luck
and to the bastard user i with to choke itself with lunch
I've been stung twice by paypal. Once as a seller on a car related forum, once as a buyer on ebay. All uk transactions, all validated paypal users. Paypal do not care. Doesn't hurt to try, but I wouldn't get your hopes up.
Not related with the topic but your home page rocks.......! The survey and the answers are nice, sometimes funny and honest at the same time.
Muy pero muy buena !
Bit late to the party, but what is your money source to paypal ?
if credit card, give them a call, they should be able to start a charge back
stualpha said:
Bit late to the party, but what is your money source to paypal ?
if credit card, give them a call, they should be able to start a charge back
Click to expand...
Click to collapse
It is a credit card, but I am not sure they'll be able to do anything. Will give them a call on Monday, see what happens. What have I got to lose, right?
Thanks
OK has anyone had any experience on doing an exchange or return in the UK for a nexus 4.
I recieved mine today and the damn device is perfect in every way except the bezel had a big chunk of paint chipped off where the volume rocker is. I was gutted as the screen was pixel perfect the buttons were solid the back didn't creak. nothing.
So I thought I'll set up an exchange no problem Google are good this way. After all the guys over in the us get a shipping label send off the device and in the mean time a new one is winging its way to you. Thanks to ups.
So I spoke to Eric who said he would set up the RMA and I should send back the damaged device with the shipping label and RMA note in the email he would send.
Not so
I got the email and it had an RMA document but no shipping label.
I phoned to ask where I send it from then. Now Jeremy tells me they don't do shipping labels for the UK as its TNT that deal with things over here.
OK I thought I'll contact TNT
Nope they need a reference number for collection or before they can do anything.
So I phone back
In the mean time I check my Google account and notice the new device £279 pending. So I check my bank and find the £279 has been pre authorized on my bank account
Which wouldn't be so bad if they sent a shipping label etc as I could have it sent away tomorrow and with them next week. Well within the 21days return and they wouldnt charge me.
As it is I have no shipping label and no one can reassure me that one is or will be send and how I will receive it.
So I call up johnney at Google who tells me it should turn up but does not know how.
Well I can't have £279 pre auth out my account for a device that will ship to me sometime and £288 out my account for a device I have but is faulty so can't sell it and probably won't get a shipping label sent out therefore I'll end up with one good device which I will be charged for and another that's faulty and cannot return
That's if the exchange is OK when it comes
My god why don't they offer a door step exchange like Sony did with the ps3 etc through ups or city link
In the end I couldn't take the risk and had to cancel the exchange so that the pre auth will drop off my account and set up the RMA for the one I have to get a refund.
I know its not great but better than being charged again and ending up not being able to return the first.
From what I read over at the nexus 7 forum a lot of UK customers waited for about a month for refunds but some were 59 days or more as the shipping labels just didn't go out.
So I wanted to know if anyone had already went through this process in the UK and what the actual procedure was and how long it took to receive the shipping label etc. Did it get sent out or did you drop it off with TNT and give googles account number or what.
Any info would be great and I'm sure it would help other UK customers as I would have really liked some info.
Unfortunately we are not as fortunate as our US brothers and sisters to be able to deal with ups and simple returns.
Here's some pics of my lovely but flawed nexus
Sent from my Galaxy Nexus
Anyone want to chip in with experiences as it would be really useful to find out what's going on in the UK since Google don't seem to know
Sent from my Galaxy Nexus
I've just organised a replacement due to white spots on the screen and the buzzing earpiece. It took a while to get through, and I was ready to break something due to the pre recorded message about high volumes of calls on a constant loop (as in it literally repeats the second it finishes) but the guy I spoke to was extremely helpful, more so than any UK based CSR I've ever dealt with!
In terms of the procedure, he's emailing me with an RMA form and he said a prepaid postage label will come with my new device in order to send the defective one back. He also said a charge will appear on my card and once they receive the defective device they'd take the charge off.
Although my experience hasn't completed yet, I thought I'd share my experience so far.
01354 226184 that's the none 0800 number to call for UK based support by the way, for those who can't call 0800 numbers for free.
Yeah same as myself.
The issue I have with it all is they don't really know who arranges what in the UK. I was told its TNT that arrange the returns bag but TNT say its Google that have to initiate the return through TNT. Then latter sounds more sensible but Google cs don't know how to do this and presume its automatic.
Problem is you only have a limited time to get the return back to them.
If I could walk into TNT give googles TNT account number then pop the device in a bag with the RMA note I would be happy.
It would be sent off and tracked. Simply just have to wait on it being received and refunded.
What makes me uneasy is the potential for the returns bag to never turn up. You get billed for a second device and no way to return the original defective one.
I'll keep this going as there are lots of threads about returns in the US but nothing about how the process works in practice in the UK which leaves me wishing Google had a walking store or doorstep exchange service.
Also thanks for the non 0800 number
Sent from my Galaxy Nexus
You know I remember reading somewhere in the agreement Google say that they reserve the rights to send out used/refurbished items as replacement. Maybe your nexus is one of those.
Just a suggestion: Do try to make sure you handle your RMA carefully. I recently did an RMA and the CSR sounds like a complete noob and in the email they sent me has a RMA agreement with ASUS and link on it.They're just getting real sloppy.
qpqpqp said:
You know I remember reading somewhere in the agreement Google say that they reserve the rights to send out used/refurbished items as replacement. Maybe your nexus is one of those.
Just a suggestion: Do try to make sure you handle your RMA carefully. I recently did an RMA and the CSR sounds like a complete noob and in the email they sent me has a RMA agreement with ASUS and link on it.They're just getting real sloppy.
Click to expand...
Click to collapse
There is no way the RMA stock already has returned/refurbished devices in it. They have to go back through a process to be repaired, inspected, tested, and repackaged before they can be sent as RMA units and this process takes weeks or even months. Any RMA units that are sent out at this point in time will definitely be new units.
The RMA devices are new as they have as said before kept a stock of new ones aside for this purpose.
As of yet I have not had any returns envelope or shipping label etc.
I know j could use the nexus 4 just now until returned but I'm just so fed up with the whole process its left the device tainted with this experience. Its an awesome device and love the design I just can't bring myself to use it because of all this. So it will be returned as I got it if I ever get to return it
Sent from my Galaxy Nexus
ok sorry to say as of yet STILL have NO retruns envelope etc for my N4 despite google cs saying its been sent
Gutted mate, had the same problem but some persistent nagging via email and I got my label need to ring TNT and arrange collection
Sent from my Nexus 4 using xda premium
how did the label come out? did it come through royal mail
While you still have it. Give it a little scratch please, around the chip are. Does it come off really easy? Thanks a lot.
Sent from my Nexus 4 using Tapatalk 2
Kenneth131 said:
how did the label come out? did it come through royal mail
Click to expand...
Click to collapse
TNT delivered it mate had to sign for it as well
Sent from my Nexus 4 using xda premium
I looked at their site and it said the RMA document would be sent with my replacement, which would be despatched within a week of the 20th. Seriously, Google are a joke!
I'm trying to arrange a collection for my faulty Nexus, I have the TNT bag with the consignment letter, which has a senders account number registered to Google. The delivery address on the consignment letter is that of LG Electronics in Poland, TNT won't collect it as the delivery address that they have registered to the Account Number that I'm quoting is for Google in Belgium.
Did anyone else experience this? I'm tempted to blag it with TNT and just say that the delivery address is what they think it should be.
So I received my phone on December 10th and already I had like the lamest issue in the world with it this past Sunday. I woke up and it just wouldn't turn on. When I plugged it to the charger, there was just a red light. I did everything that I knew. Nothing worked. Searched forums and no one had a real fix. So I contacted google and they're sending me a replacement. Fine.
The isn't supposed to cost me a dime (per what was told me by the representative), yet I'm missing $350.00 out of my bank account while they "hold" the money. Fine and dandy, but I didn't prepare to have a surplus of money for them to hold. I have some real big boy bills coming up that I need to take care of with my next paycheck on Friday. They've had my money since Sunday and I'm like broke right now... Brought in NYE without being able to do much because google has (is holding) my money.
Car? Repo'd. Credit cards? Suspended. House? Evicted.
But I'll have a shiny new Nexus 4 to show off at the shelter in six months when they decide to ship it.
Seriously, does anyone know how long they'll have a vice grip on my cash?
They'll hold the full amount of the replacement phone until the defective phone is returned to them and likely a day or two for processing after that until the funds are released on your CC.
morejaylesswar said:
So I received my phone on December 10th and already I had like the lamest issue in the world with it this past Sunday. I woke up and it just wouldn't turn on. When I plugged it to the charger, there was just a red light. I did everything that I knew. Nothing worked. Searched forums and no one had a real fix. So I contacted google and they're sending me a replacement. Fine.
The isn't supposed to cost me a dime (per what was told me by the representative), yet I'm missing $350.00 out of my bank account while they "hold" the money. Fine and dandy, but I didn't prepare to have a surplus of money for them to hold. I have some real big boy bills coming up that I need to take care of with my next paycheck on Friday. They've had my money since Sunday and I'm like broke right now... Brought in NYE without being able to do much because google has (is holding) my money.
Car? Repo'd. Credit cards? Suspended. House? Evicted.
But I'll have a shiny new Nexus 4 to show off at the shelter in six months when they decide to ship it.
Seriously, does anyone know how long they'll have a vice grip on my cash?
Click to expand...
Click to collapse
That sux, didnt realize google holds the money for an RMA, most times I've ever RMAed a device they ship the new unit, then if the old one isnt received in 30 days they would charge you the full amount for the new one.
This is a common misconception. Google didn't take your money. What they did was to submit an authorization for the charge, to ensure that you could pay for the replacement if you didn't return the original. Your bank/credit card company, when they receive an authorization, puts a hold on that amount so that when the actual charge comes through, they can pay it without causing you to go over your credit limit.
In this case, Google will never submit the actual charge, assuming you do return the original unit within the allotted time, and eventually your bank/credit card company will release the hold and your available credit will go back up. How long they keep the hold in place is determined by the bank/credit card company, not by Google. You should call your bank/credit card company and explain the situation; if you're a good customer, they'll probably either release the hold or give you a temporary bump in your credit limit to cover that amount.
Just did an RMA a week ago using my Bank of America checking account, they held the 350 for exactly 3 business days, then the funds became available again. You then have 21 days from the day you receive your replacement device for the device to back in LGs possession, hope that helps!
djkinetic said:
That sux, didnt realize google holds the money for an RMA, most times I've ever RMAed a device they ship the new unit, then if the old one isnt received in 30 days they would charge you the full amount for the new one.
Click to expand...
Click to collapse
That its so insecure for google, you can report your credit card as stolen, new number and done, google cant take your money out.
---------- Post added at 04:39 PM ---------- Previous post was at 04:35 PM ----------
chicotunner07 said:
Just did an RMA a week ago using my Bank of America checking account, they held the 350 for exactly 3 business days, then the funds became available again. You then have 21 days from the day you receive your replacement device for the device to back in LGs possession, hope that helps!
Click to expand...
Click to collapse
Sorry but im a little noob in RMA terms, when you RMA, The replacement phone its just for use it while LG its reparing the Original??
Sh*t
Count yourself lucky if they actually have replacement phones available. I ordered a replacement phone around November 29th and didn't get it until DECEMBER 21st. They held that $350 'hold' on my account until well after Christmas because they had no way of holding off on the charge until my warranty replacement shipped. It was kinda sh1tty.
Ironically I did the warrant replacement because the headphone jack on my original N4 was extremely quiet - as was the replacement unit's. I guess Google wants their premier device for accessing music and movies on Play to have about half the volume of a Galaxy Nexus.
What if the cc expires while they are holding the money back?
Lownita said:
What if the cc expires while they are holding the money back?
Click to expand...
Click to collapse
The bank will honor any holds placed before it expired. Same thing if you cancel the card all holds placed before you canceled will be honored.
kzoodroid said:
The bank will honor any holds placed before it expired. Same thing if you cancel the card all holds placed before you canceled will be honored.
Click to expand...
Click to collapse
False, you can't just call your bank and say "hi, i want to cancel my cc "
I work in one bank. so....
For those of you that went through the rma process, when you ship out your defective device did you get a tracking number and is the package insured? im just worried that if the package gets lost of stolen during its trip back to google, then you end up paying for both phones?
D3m0x said:
False, you can't just call your bank and say "hi, i want to cancel my cc "
I work in one bank. so....
Click to expand...
Click to collapse
Well my cc expired on 12/12 and at that point Google would have still been holding money back for RMA, but the device is on its way back, so what should I do?
Thanks!
Lownita said:
Well my cc expired on 12/12 and at that point Google would have still been holding money back for RMA, but the device is on its way back, so what should I do?
Thanks!
Click to expand...
Click to collapse
Well, at the bank where I work (In credit card department by the way lol) When your cc will expire, we create another 1 month before the expiration day, and, when expiration day comes, the system transfer all your charges to the new one and close the old cc, with the hold ammounts, when the comerce charges the old cc the bank refuse the charge but, inclute it manually to the new one.
D3m0x said:
False, you can't just call your bank and say "hi, i want to cancel my cc "
I work in one bank. so....
Click to expand...
Click to collapse
thats what I said so i don't know why you quoted me
Update:
So, I sent back my Nexus 4 via UPS with their packing and they released the money... I was a bit late on my bills, but I did call my creditors and let them know the situation, so I was fine on that end.
I was told by the rep on the phone that I would hear something back from google within 5 days regarding my device. They would at least let me know the status and how long it'd take to get a new device. Fine. I waited a little over a week before I decided to give them a call back today because I hadn't heard anything. I am right now without a phone and I'm paying for T-Mobile's service. Not Magenta's fault and they still expect their full payment money on time, even if I only used the service for a week.
Anyway, after I called Google today, I was told that they'd figure out how long it's going to take so that I can plan around not having a phone. The rep was really courteous, so I have nothing bad to say about her. Low-and-behold, within 5 minutes of getting off of the phone with her, I get push notification on my iPad telling me that Google has charged me another $349.00! Now... Why this time? I dont have my warranty device or my original device! Why am I being charged now?
I called Google again and they don't have an answer for me... So, again, I am without my money because I didn't plan on having a surplus in my account to deal with Google.
This is like the biggest headache I've ever had to go through with getting a phone.
The sad thing is that I actually REALLY like the phone... and that's coming from an all-device-apple-user.
I just want my money back into my account and my Nexus 4. Is that too much to ask? Okay, I can wait for the Nexus 4, but can I have my money?
chicotunner07 said:
Just did an RMA a week ago using my Bank of America checking account, they held the 350 for exactly 3 business days, then the funds became available again. You then have 21 days from the day you receive your replacement device for the device to back in LGs possession, hope that helps!
Click to expand...
Click to collapse
THAT was my understanding of this whole process. Now I hear from GOOGLE that I was wrong. The rep tells me now that.. "Why would we send you another device without receiving ours back? Then you'd have two devices in your possession and we'd have nothing." Does she not understand that they'll have my money in their possession? Like, the hold can turn into a charge and they can go ahead and charge me for their missing device.
That's how ANY warranty replacement has worked in my entire life:
Step 1: Call for warranty device.
Step 2: Warranty device is ordered and sent.
Step 3: Receive warranty device.
Step 4. Send back old device within allotted timeframe or risk being charged for the warranty device at full price and whatever inconvenience charge they company adds.
Not with Google, I guess... They just charge all willy nilly until you're dead broke without a dollar in your account.
Woke up this morning and Google shipped my device after a a long day of calling about this second hold and how it put me in overdraft. I was sent an email, in which I replied to them detailing my frustrations in a calm and courteous mannor... The next email I got back from them was a shipping email.
While I'm happy, that kind of leads me to believe that they are just being jerks about this phone. They just had one magically ready to ship after what I had gone through yesterday? I wasn't expecting nothing more than a "We're sorry. You should be expecting your shipment within 6 to 8 weeks." I wouldn't've even been mad about that. All I wanted was a timeframe so that I could plan around not having a phone.
This thread has gotten way off topic. I'm sure it'll be closed now. LOL!
THANKS EVERYONE.
D3m0x said:
False, you can't just call your bank and say "hi, i want to cancel my cc "
I work in one bank. so....
Click to expand...
Click to collapse
I also work at a bank. If someone wants to close their card they don't really need to give a good reason(damaged / stolen work well), we will resend a card with a new number or the same depending on why they're closing it. Not sure what you mean by you can't just cancel your card, I close cards quite regularly per customer request.
kristoff125 said:
I also work at a bank. If someone wants to close their card they don't really need to give a good reason(damaged / stolen work well), we will resend a card with a new number or the same depending on why they're closing it. Not sure what you mean by you can't just cancel your card, I close cards quite regularly per customer request.
Click to expand...
Click to collapse
But all hold backs will be transferred to the new card, although I have not yet updated my card number in google wallet, right?
kristoff125 said:
I also work at a bank. If someone wants to close their card they don't really need to give a good reason(damaged / stolen work well), we will resend a card with a new number or the same depending on why they're closing it. Not sure what you mean by you can't just cancel your card, I close cards quite regularly per customer request.
Click to expand...
Click to collapse
Look, when you report your cc broke or stolen, then bank gives you other card with other number, BUT all the credit history moves to the new one, including the hold ammounts..
The instructions for returning the old phone for a Jump! upgrade (this is not JoD, but Jump version 1) say to package the phone in the bubble package that was provided, but I can't find any. There was the loose plasticy envelope that the phone came in that was bubble-ish, but it was sealed with a strong adhesive and essentially destroyed in the process of removing the box from the package so I don't believe they are referring to that. I've seen the small bubble wrap containers for returning phones when I've done warranty replacements before and I'm guessing that is what they are referring to, but I didn't see one when I opened the package.
Anyone else get the bubble return pouch with their Jump! order?
I just took mine in to tmobile and they took care of it. Yes, it was JoD but I bet they can do it for the other jump programs.
flarbear said:
The instructions for returning the old phone for a Jump! upgrade (this is not JoD, but Jump version 1) say to package the phone in the bubble package that was provided, but I can't find any. There was the loose plasticy envelope that the phone came in that was bubble-ish, but it was sealed with a strong adhesive and essentially destroyed in the process of removing the box from the package so I don't believe they are referring to that. I've seen the small bubble wrap containers for returning phones when I've done warranty replacements before and I'm guessing that is what they are referring to, but I didn't see one when I opened the package.
Anyone else get the bubble return pouch with their Jump! order?
Click to expand...
Click to collapse
I got a second envelope in the first one that came. I always wait until last minute to return my devices, though, just in case I get buyers remorse lol.
flarbear said:
The instructions for returning the old phone for a Jump! upgrade (this is not JoD, but Jump version 1) say to package the phone in the bubble package that was provided, but I can't find any. There was the loose plasticy envelope that the phone came in that was bubble-ish, but it was sealed with a strong adhesive and essentially destroyed in the process of removing the box from the package so I don't believe they are referring to that. I've seen the small bubble wrap containers for returning phones when I've done warranty replacements before and I'm guessing that is what they are referring to, but I didn't see one when I opened the package.
Anyone else get the bubble return pouch with their Jump! order?
Click to expand...
Click to collapse
Same happened to me
jkeith1 said:
I just took mine in to tmobile and they took care of it. Yes, it was JoD but I bet they can do it for the other jump programs.
Click to expand...
Click to collapse
Unfortunately not. That is one of the differences between the programs.
JoD - return in store whether you get it online or in a store. All returns must be done in a store, no mail in option available.
Jump v1 - return in store only if you trigger the Jump in store - return via mail if you triggered it online
Jump v2 - I don't know how that works, but likely same as Jump v1
For the record, I had an issue with my return last time so I sent an email to Legere (as suggested by the CS agent) with a lot of suggestions about the process, including that they should allow the returns in the store. Someone (claiming to be) from his office called back within a couple of days, made it all right, and then we chatted about the process and he agreed that it wasn't ideal and said that they were looking at store returns. I'm guessing that the design of JoD took feedback like that into account, but unfortunately it looks like they left the old Jump v1 customers still on the old system of return via mail...
I've read that if you go to a t-mobile store,they give you the wrap to send the phone back,my phone is coming Tuesday or Wednesday, then I'll go to the store and see what happens, I really dislike the idea of sending the phone back using USPS,but apparently I have no choice.
I am also on the Original v1 Jump program and got the bubble wrap envelope to send it back. It is exactly like the one the new phone came in that has the battery warning message on it and so on. So yes you should have got one so hopefully the store will give you one if they won't take your return.
flarbear said:
Unfortunately not. That is one of the differences between the programs.
JoD - return in store whether you get it online or in a store. All returns must be done in a store, no mail in option available.
Jump v1 - return in store only if you trigger the Jump in store - return via mail if you triggered it online
Jump v2 - I don't know how that works, but likely same as Jump v1
For the record, I had an issue with my return last time so I sent an email to Legere (as suggested by the CS agent) with a lot of suggestions about the process, including that they should allow the returns in the store. Someone (claiming to be) from his office called back within a couple of days, made it all right, and then we chatted about the process and he agreed that it wasn't ideal and said that they were looking at store returns. I'm guessing that the design of JoD took feedback like that into account, but unfortunately it looks like they left the old Jump v1 customers still on the old system of return via mail...
Click to expand...
Click to collapse
I'm on JOD and went to the store today to return my Note 5...they said I had to mail it
What happens if I don't mail it ?
pantmunu said:
What happens if I don't mail it ?
Click to expand...
Click to collapse
You will continue to owe the balance on it and be billed for it as well.
chipworkz said:
You will continue to owe the balance on it and be billed for it as well.
Click to expand...
Click to collapse
Ahh I see. Thank u.
v2.2v said:
I'm on JOD and went to the store today to return my Note 5...they said I had to mail it
Click to expand...
Click to collapse
I'm going to have a hard time sending back my Note5. Although it's been a short time, I do love this phone. *sniffle*
I talked to a rep and she said just drop it off at a T-Mobile store. I'll call back and ask them to note my account so when I go into to do it I can say look at my account if they say no. I guess it could be just corporate stores which I have none where I live so I'll have to ask. I think it takes a little time for the warehouse to check your returned phone in compared to returning it to the store but could be the same time. I just prefer to return it at the store.
JoD here . Already did return to tmobile store.
I called customer care as I did a JOD. They told me to take it to a TMobile store as I didn't get anything to send my v10 back. The store termed my v10 jod and sent it back for me.
Sent from my SM-G935T using Tapatalk
I wonder if I can use the same bubble wrap that I got my s7 edge with to send back my Note 4. I might either call T-Mobile or call a local corporate and see if I can return there. Time is running out, it will be 1 week this Monday since I've had my S7 Edge.
flarbear said:
Unfortunately not. That is one of the differences between the programs.
JoD - return in store whether you get it online or in a store. All returns must be done in a store, no mail in option available.
Jump v1 - return in store only if you trigger the Jump in store - return via mail if you triggered it online
Jump v2 - I don't know how that works, but likely same as Jump v1
For the record, I had an issue with my return last time so I sent an email to Legere (as suggested by the CS agent) with a lot of suggestions about the process, including that they should allow the returns in the store. Someone (claiming to be) from his office called back within a couple of days, made it all right, and then we chatted about the process and he agreed that it wasn't ideal and said that they were looking at store returns. I'm guessing that the design of JoD took feedback like that into account, but unfortunately it looks like they left the old Jump v1 customers still on the old system of return via mail...
Click to expand...
Click to collapse
You called John Legere and some one from his office called you back? Lolol no way man.
Sent from my SM-G935T using Tapatalk
v2.2v said:
I'm on JOD and went to the store today to return my Note 5...they said I had to mail it
Click to expand...
Click to collapse
Odd. I was going by what I read on this page:
https://newsroom.t-mobile.com/news/...g-your-phone-with-jump-and-jump-on-demand.htm
In particular:
If you already have a phone with JUMP! On Demand, once you receive your new phone, just be sure to come to a T-Mobile store to turn in your previous phone. Otherwise, you’ll have two phone payments until you return the previous phone. JUMP! On Demand returns can only be done in a T-Mobile store.
Click to expand...
Click to collapse
Also, later:
Q: Do I have to go into my local T-Mobile store to trade-in my current device and upgrade with JUMP! On Demand?
All customers need to bring their current device into their local T-Mobile store for a three-point check-up and to trade-in. This is different than how it worked with JUMP!
Click to expand...
Click to collapse
The rest of the page has a lot of information targeted to iphone 6s upgraders so it could be out of date or it could have been specific to iPhone. On the other hand, most of the other documents that talk about JoD talk about bringing your phone to a retail store for a 3 point inspection and to return it so I believed that to be the only process.
I have no other authoritative input on how the process works, I was just going on reading a couple of documents on the T-Mobile site...
jdidtht said:
You called John Legere and some one from his office called you back? Lolol no way man.
Sent from my SM-G935T using Tapatalk
Click to expand...
Click to collapse
I was pretty specific there. I *emailed* Legere and someone "claiming to be" from his office called me back. Both the person who called me back and the CS agent that suggested it to me swore up and down that he reads his emails himself and the person who called back said that Legere had just been in his office and told him to make things right. I would 100% believe that his email really just reaches a special escalation department and that they are told to claim that Legere himself sees them all to make the customer feel better, and I gave them every opportunity to admit that it's really just a corporate process, but they all swore up and down that this is what was happening.
The important thing is that they fixed it immediately with no hoops (it seems that whoever called me back had infinite authority to fix any issue with a customer's account as he just clicked and fixed things that normal CS agents claimed was impossible to do without a lengthy appeals process), and we chatted for a while about what the executives were considering with regard to changes in the Jump return process and pros and cons. He said that there were internal obstacles to allowing returns in stores that they were actively working to fix and that they hoped to fix them soon. I don't remember if he said that it was going to appear in a new version of the Jump program, but this was just before they announced the JoD program which appears to involve returns in stores, so that part was apparently correct.
Note that the issue I had was that I sent a perfectly working and undamaged phone in and then I got a call from Assurant saying that the screen was broken - which must have happened during shipping, but I was the one taking the accusation that I was responsible.
For the record, my email was not a flame, it was simply a description of what it was like to be a customer in the position I was in, including all of the thought processes that went through my mind as I was going through the Jump return process, and I then went on to list several easy to implement changes they could make to remove most of those stumbling blocks, including:
- Allow in-store returns
- Allow and recommend in-store inspections just prior to the return mailing
- Include insurance in the pre-paid return postage (which would obviously be open to abuse unfortunately)
- Include stronger return packaging than a bubble wrap envelope
- Suggest the customer take a picture of the phone with the label and have a place to send it in to prove physical condition
It looks like "in store returns", which would be the gold standard of removing the middle man and accusations of fault in these returns, was the route they took with JoD. He also admitted that it would be a good idea to take it to a corporate store for an inspection just prior to mailing it. If the store rep notes in your account that they saw the device and it was in working order (on a date just prior to mailing it back) then that will go a long way towards them waiving any warranty claim fees if Assurant finds damage.
flarbear said:
I was pretty specific there. I *emailed* Legere and someone "claiming to be" from his office called me back. Both the person who called me back and the CS agent that suggested it to me swore up and down that he reads his emails himself and the person who called back said that Legere had just been in his office and told him to make things right. I would 100% believe that his email really just reaches a special escalation department and that they are told to claim that Legere himself sees them all to make the customer feel better, and I gave them every opportunity to admit that it's really just a corporate process, but they all swore up and down that this is what was happening.
The important thing is that they fixed it immediately with no hoops (it seems that whoever called me back had infinite authority to fix any issue with a customer's account as he just clicked and fixed things that normal CS agents claimed was impossible to do without a lengthy appeals process), and we chatted for a while about what the executives were considering with regard to changes in the Jump return process and pros and cons. He said that there were internal obstacles to allowing returns in stores that they were actively working to fix and that they hoped to fix them soon. I don't remember if he said that it was going to appear in a new version of the Jump program, but this was just before they announced the JoD program which appears to involve returns in stores, so that part was apparently correct.
Note that the issue I had was that I sent a perfectly working and undamaged phone in and then I got a call from Assurant saying that the screen was broken - which must have happened during shipping, but I was the one taking the accusation that I was responsible.
For the record, my email was not a flame, it was simply a description of what it was like to be a customer in the position I was in, including all of the thought processes that went through my mind as I was going through the Jump return process, and I then went on to list several easy to implement changes they could make to remove most of those stumbling blocks, including:
- Allow in-store returns
- Allow and recommend in-store inspections just prior to the return mailing
- Include insurance in the pre-paid return postage (which would obviously be open to abuse unfortunately)
- Include stronger return packaging than a bubble wrap envelope
- Suggest the customer take a picture of the phone with the label and have a place to send it in to prove physical condition
It looks like "in store returns", which would be the gold standard of removing the middle man and accusations of fault in these returns, was the route they took with JoD. He also admitted that it would be a good idea to take it to a corporate store for an inspection just prior to mailing it. If the store rep notes in your account that they saw the device and it was in working order (on a date just prior to mailing it back) then that will go a long way towards them waiving any warranty claim fees if Assurant finds damage.
Click to expand...
Click to collapse
Okay. Lol
Sent from my SM-G935T using Tapatalk
So I went with the optional $5/month Project Fi "Device Protection" when I bought my 128GB Pixel XL.
Then I dropped the phone and broke the back glass, which is apparently impossible to replace because the glass isn't available anywhere unless you want to pay someone like $150 to replace it for you. It's not a DIY option, you can't buy the glass.
So I decided to use my Device Protection which has a $100+ deductible.
But the thing is, they will ONLY replace your phone if they can first place a hold on your credit card for the full price of the phone.
You cannot simply send them the phone, then wait for them to send you a replacement back.
They ONLY do the advance replacement where they send you a phone and THEN you send them your old phone.
Not everyone has $900 freaking dollars available in credit or in their bank to allow for that hold to be placed.
WTF kind of stupid policy is this.
Sorry to vent but I feel this is something folks should know about before buying from Project Fi instead of through Google themselves, where my replacement would have gone though a different company with more relaxed replacement policies.
Ugh.
Googles logistics are terrible. Thats why they will never be a feasible replacement for brick and mortar carrier stores if they don't make some changes.
If they send a phone before you send one back, most companies put a credit hold on it. I have had that policy applied many times most recently when my wife had a replacement done on a Motorola/Lenovo product. It sucks, but it is standard procedure.
Sent from my Pixel XL using Tapatalk
ahent said:
If they send a phone before you send one back, most companies put a credit hold on it. I have had that policy applied many times most recently when my wife had a replacement done on a Motorola/Lenovo product. It sucks, but it is standard procedure.
Click to expand...
Click to collapse
That's not the problem, Man.
The problem is that is their ONLY available method.
They refuse to let you ship them the phone and then send you a replacement AFTER they receive delivery of your phone.
So, it's either have $900 burning a hole in your pocket (CC or bank account) or you don't get to warranty your phone.
The $900 CC thing can't be that big a deal, I put very little on my cards and they give me large limits. The warranty company will remove the charges pretty quick (in my experience) so just make sure you don't do this the last week of your billing period and it's all good. Most people want a new phone pretty quick so it doesn't surprise me that this is their only option. I think with my wife's Moto we were given 2 options, the pay and swap and the send it to us and when we get around to it (4-6 weeks) we will repair it and send it back. So we really only had one option because waiting wasn't a viable option. Most places I have dealt with won't do the you send us one and we will send one back because it makes them liable for the phone so that's why they do the pay and swap.
Sent from my BTV-W09 using Tapatalk
That's not true.. I am I'm the process of Replacement where I am sending them the phone first then I will receive the replacement afterwards.. no credit card needed..
anwarlucas said:
That's not true.. I am I'm the process of Replacement where I am sending them the phone first then I will receive the replacement afterwards.. no credit card needed..
Click to expand...
Click to collapse
Through Project Fi or Google Store?
Normal warranty or Device Protection plan?
Through store and normal warranty..
Edit: device is over heating..
Attached is the email..
They don't take the money, they just make sure you have it available in case you run off with the device. Even if it's at the end of your billing cycle. It remains pending and never hits your balance. Don't Make this a bigger deal than it is. Just get the new device, send back the old one and forget it. Personally I'd much rather do it that way than waiting while I have no phone.
Sent from my Pixel using XDA-Developers Legacy app
Email
anwarlucas said:
Email
Click to expand...
Click to collapse
Yours is from the Google store, his is from project Fi, two different things.
Sorry.. didn't know there would be a difference in the process..
anwarlucas said:
Sorry.. didn't know there would be a difference in the process..
Click to expand...
Click to collapse
yeah I bought the insurance/coverage through the store. ours was a one-time payment where his is a recurring charge.
I've claimed insurance through AT&T ('09 - Asurion), Sprint and Tmo (2010 - Asurion), VZW (2012 - Asurion) and none of them placed a hold on my credit card. I was a college student at the time and could barely afford the deductible. That's a terrible policy from Project Fi
In the exact same situation, i was with project fi at the time, but since i wanted to finance it (and keep insurnace on it if i switched) i bought it from the google store with protection. A little time goes by and (besides all the small problems my device has) i ended up putting a single crack in the back glass much like yours.
I called, and again same as you, they told me if i wanted to replace the device they would need to place a hold of 799 on a card. I barely ever keep money on my card, so this was unreasonable. they repeatedly told me that this was the only way the warranty exchange could work.
A few days later and an idea popped into my head "can they place a hold on the same card/account that i financed my phone with?". so i called and asked, only to find out there was indeed an alternative way to do the exchange, which was sending mine first then receiving the new one.
See, I'm in the exact opposite situation. I purchased my device through Verizon and I'm having some hardware issues, so I need a replacement. If I get the replacement from Verizon, they will ship the phone first and put a hold on the account until I send one back, but I might get a phone with 7.1.1+ on it therefore not being able to unlock it. So I went to Google, they will fix/replace the phone under warranty and get me an unlockable device. However, they will not send me a new phone until my phone has been received by them (I don't want to go a week without my phone, I own no other Verizon devices). They said that since I don't have an account for them to put a hold on, they cannot do the advance replacement. I offered to set up an account and give my credit card to place the hold on and they told me that they cannot create an account. It only gets created when you purchase the device.
bobby janow said:
They don't take the money, they just make sure you have it available in case you run off with the device. Even if it's at the end of your billing cycle. It remains pending and never hits your balance.
Click to expand...
Click to collapse
No dude, it doesn't go through unless you have the $900 balance already available.
So if your credit card doesn't have $900 available credit, or your bank account doesn't have $900 available cash, then the "pend" doesn't go through and you're SOL.
Don't make it a bigger deal than it is?!?
Whatever.
CZ Eddie said:
No dude, it doesn't go through unless you have the $900 balance already available.
So if your credit card doesn't have $900 available credit, or your bank account doesn't have $900 available cash, then the "pend" doesn't go through and you're SOL.
Don't make it a bigger deal than it is?!?
Whatever.
Click to expand...
Click to collapse
Not to mention after the fact those funds aren't accessible until they clear.
pcriz said:
Not to mention after the fact those funds aren't accessible until they clear.
Click to expand...
Click to collapse
That's my assumption but I wasn't sure so I didn't include that factoid.
I wish I could say I have $900 on all my cards but with a huge mortgage, car payment and other stuff going on.... well, you know.
CZ Eddie said:
That's my assumption but I wasn't sure so I didn't include that factoid.
I wish I could say I have $900 on all my cards but with a huge mortgage, car payment and other stuff going on.... well, you know.
Click to expand...
Click to collapse
Whether you have it or not it doesn't really change the absurdity of that being the option they offer when you are already paying for insurance and a deductible.