I ordered my Nexus One at 1:41pm EST - literally minutes after the site was live.
The next day at 7am in DC, I was playing with it in my hands. The most complete piece of mobile hardware in recent times was a pleasure to hold - but not for too long.
13 days later, I noticed a single dead led announce itself on the right-most horizontal row.
I called HTC, talked to Matt Long/Lawn who promptly offered to replace my phone without any questions. I should expect it by the end of this week with return instructions to send it back. They took credit card information for an authorization and have not charged my account as yet.
The whole call took about 25 minutes and it was a great experience.
That's cool, but you could have just added your experience to the other thread about return experiences...
dextroz said:
I ordered my Nexus One at 1:41pm EST - literally minutes after the site was live.
The next day at 7am in DC, I was playing with it in my hands. The most complete piece of mobile hardware in recent times was a pleasure to hold - but not for too long.
13 days later, I noticed a single dead led announce itself on the right-most horizontal row.
I called HTC, talked to Matt Long/Lawn who promptly offered to replace my phone without any questions. I should expect it by the end of this week with return instructions to send it back. They took credit card information for an authorization and have not charged my account as yet.
The whole call took about 25 minutes and it was a great experience.
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I just found a dead pixel on my N1. I downloaded Dead Pixel Detect from the Market and its there!! What should i do? If I call will i be without a phone or will they send me a replacement and then once I receive it. I can get send the defective unit. Thanks
I noticed when i took my nexus out of standby last night..Only on the unlock button it looked like some pixels were stuck or something they were bright red, it was in a straight line going down.
Once i swiped to unlock they went away and haven't come back...i hope this isn't a bad sigh.
Anyone experience this, or know from experience on other devices if stuck pixels become problematic or should i be OK?
mitsu8 said:
I just found a dead pixel on my N1. I downloaded Dead Pixel Detect from the Market and its there!! What should i do? If I call will i be without a phone or will they send me a replacement and then once I receive it. I can get send the defective unit. Thanks
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Read any of the several other threads discussing warranty and returns man. Or just call HTC and they will answer it for you.
mitsu8 said:
I just found a dead pixel on my N1. I downloaded Dead Pixel Detect from the Market and its there!! What should i do? If I call will i be without a phone or will they send me a replacement and then once I receive it. I can get send the defective unit. Thanks
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Note the part in the OP about leaving credit card information. That's for advanced replacement, where they take your cc info and send you the replacement right away. If you don't return the defective unit, your cc gets charged.
mitsu8 said:
I just found a dead pixel on my N1. I downloaded Dead Pixel Detect from the Market and its there!! What should i do? If I call will i be without a phone or will they send me a replacement and then once I receive it. I can get send the defective unit. Thanks
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As pointed out below - they will send you a replacement first. You will ship yours' within 10 days of receipt of the replacement.
uansari1 said:
That's cool, but you could have just added your experience to the other thread about return experiences...
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Sorry man - I didn't know there was a thread already active - I just added my experience for others here. I admit - I should have looked first.
what number do i call for receiving a replacement? i also have a dead/stuck pixel.
http://www.htc.com/www/support/nexusone/
Man.. One dead pixel(stuck green) in the center of the screen. Drives me crazy.. HTC shipped out a replacement with no issues. Maybe this thread can help us identify how big of a problem this might be.
just received my replacement phone this morning with a return box and label.
how is the replacement? Does it look new or refurbished? anything wrong with it?
melterx12 said:
how is the replacement? Does it look new or refurbished? anything wrong with it?
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Without a doubt brand new.
I just got my replacement today, there is a black spot about 2 pixels wide either in the glass or underneath it. Not a happy camper. Called HTC and they said that the IMEI on my replacement phone isn't in the system. So it'll be a few days before I can even get the "swap my swap" ball rolling
So I finally got my Iconia in the mail last Thursday 12/8, I bought it at Best Buy for Cyber Monday along with many people here. When I turned on the unit it was a bright red pixel in the lower left area of the screen. I am not too sure if this is a stuck or dead pixel. I downloaded quite a few apps from the market that supposedly can fix stuck pixels but so far nothing has worked. I've ran JScreenFix for hours on end and nothing has worked. That app has been recommended the most by people experiencing stuck pixels. So to make matters worse, I've tried to contact Best Buy and had very bad service with them. Either agents lie completely to me saying they'll ship a replacement or agents telling me they'll contact me in 3 to 10 business days regarding the replacement. What I want to know is, has anyone experienced dead or stuck pixels on their Iconia, and if so, anyone have any ideas on what may work? I'm all out of ideas, any ideas?
Well if it is a dead pixel, I'd simply walk into a Best Buy if possible and deal with it in person.
The problem is the local Best Buy gives me the worst help. They don't have that unit in stock and they tell me they don't know when they can get it in. They can't order it either. I've called their Customer care line and they're telling me to wait 3 to 10 days so they can get back to me if they can replace it. Long wait lol.
I say walking into best buy and complain until they do something. Squeaky wheel gets the oil
Hate to admit it, but this is my third RMA. I did a couple back in July and still had issues. So decided to wait a month or more and try one more RMA.
My first two RMAs with Google were pretty quick. I called them, got the link request the replacement. It took them about one business day to ship it and they'd send it 2 day delivery. So the entire process from the time I called to receiving the replacement was just 3 days on both of those RMAs. And that was when Google was up to their elbows in new orders and replacements.
I would have thought almost 2 months later things would settle down. But I started an RMA on Tuesday and it's Friday and they haven't even shipped it yet.
Anyone else do any RMAs this week?
Ravynmagi said:
Hate to admit it, but this is my third RMA. I did a couple back in July and still had issues. So decided to wait a month or more and try one more RMA.
My first two RMAs with Google were pretty quick. I called them, got the link request the replacement. It took them about one business day to ship it and they'd send it 2 day delivery. So the entire process from the time I called to receiving the replacement was just 3 days on both of those RMAs. And that was when Google was up to their elbows in new orders and replacements.
I would have thought almost 2 months later things would settle down. But I started an RMA on Tuesday and it's Friday and they haven't even shipped it yet.
Anyone else do any RMAs this week?
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The whole process has gone to s#! *, my first rma at the beginning of august I got labels, rma form, and replacement shipped the same day. 2nd rma I called Google and they told me a rep would call me back to take my info down. Never got the call and had to call them back. A whole lot of phone and email tag trying to get all my forms and labels just to get a replacement
Sent from my Black "Destroy Mode" Nexus 7
Oh yeah. I just realized I haven't even gotten the email with the return labels. That usually comes at the same time as the email for the replacement order.
Guess I'll have to call Google and find out what happened to the RMA.
Call once more, if nothing happens then file a complaint with the BBB.
Ravynmagi said:
Hate to admit it, but this is my third RMA. I did a couple back in July and still had issues. So decided to wait a month or more and try one more RMA.
My first two RMAs with Google were pretty quick. I called them, got the link request the replacement. It took them about one business day to ship it and they'd send it 2 day delivery. So the entire process from the time I called to receiving the replacement was just 3 days on both of those RMAs. And that was when Google was up to their elbows in new orders and replacements.
I would have thought almost 2 months later things would settle down. But I started an RMA on Tuesday and it's Friday and they haven't even shipped it yet.
Anyone else do any RMAs this week?
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I did one almost a week ago and still hasn't shipped... So I feel where you're coming from.
WackyClash said:
I did one almost a week ago and still hasn't shipped... So I feel where you're coming from.
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I didn't call, figure since is Friday I'll just wait to next Monday to find out what is happening. Perhaps they are waiting on the next C9O batch from ASUS.
I called Google and it turns out their system went down and existing replacements got stuck in the queue. He said he'll need to escalate my issue to get my replacement unstuck from the queue.
Got this shortly later from Google...
Hi,
We're aware of an issue preventing shipment of advance replacement devices
and are working on a fix.
Please rest assured that this delay will be accounted for when calculating
the deadline for return of your original device.
Apologies for the inconvenience.
Regards,
The Google Play Team
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Ravynmagi said:
I called Google and it turns out their system went down and existing replacements got stuck in the queue. He said he'll need to escalate my issue to get my replacement unstuck from the queue.
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At least u didn't get a "ghost" unit. When I went to get an rma on my second unit (screen lift and dead pixels) Google said they couldn't find my n7 in their system. So it took me a week and a half before they got it resolved and sent me a new one
Sent from my Rooted, LazyPanda, White "Destroy Mode" Evo
Yeah,I also called them this morning and receive that same email.
I placed my original RMA request on 8-31. Every day I call them and they tell me the same story.. That they are escalating my order to another department that is dealing with the shipments of RMA's and nothing every happens. I call everyday.
Hi ,
Thank you for contacting Google. It was a pleasure getting to speak with
you today. As promised, I've forwarded your case to a specialist to begin
working to resolve your issue as soon as possible.
We're aware of an issue preventing shipment of advance replacement devices
and are working on a fix.
Please rest assured that this delay will be accounted for when calculating
the deadline for return of your original device.
In the meantime, if you come across any other information that you'd like
to pass along, please feel free to reply to this email. Your responses
will automatically go to the specialist working on your case.
Apologies for the inconvenience.
Regards,
The Google Play Team
Ravynmagi said:
Got this shortly later from Google...
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Geez, not good to hear this has at least been going on since August 31st and still isn't fixed. Google had no problem putting a hold on my credit card though.
They told me to call again if I don't hear anything by Thursday.
I just called and they said it's stuck in a pending state as well. Guy said he would email my case specialist and I should get an email back.
Hmm...that sucks. I have been contemplating RMAing my N7 lately. I've always had very slight screen lift, but it never really bothered me. I removed 2 screws under the area where the lift was, and later removed the sponge strip. That fixed it 90% of the way. But the last few weeks I get the unresponsive touch screen, and have to turn the screen off, then back on. That fixes it completely, until it happens again. I've flashed a few ROMs and kernels, and it's a lot better now, but still happens daily.
If/when I hear that new units aren't plagued with defects, I may RMA.
So if I ordered from the Play Store and request an RMA, they'll send me a new one first, place a $199+tax hold on my CC, and wait for me to return mine, correct?
What if I get the new one and it's worse, and I want to return IT? Does that create a bigger problem?
Thanks, and keep us up to date on your situation please
Edit: Is it possible to RMA an 8GB model, and request the new one be a 16GB, and pay the difference?
jaycustom said:
If/when I hear that new units aren't plagued with defects, I may RMA.
So if I ordered from the Play Store and request an RMA, they'll send me a new one first, place a $199+tax hold on my CC, and wait for me to return mine, correct?
What if I get the new one and it's worse, and I want to return IT? Does that create a bigger problem?
Thanks, and keep us up to date on your situation please
Edit: Is it possible to RMA an 8GB model, and request the new one be a 16GB, and pay the difference?
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The hold they put on your credit card is only the cost of the device, no sales tax. So for the 8GB model it would only be $199 total. They hold with my bank usually goes away in less than 2 days.
Google rep told me that if the replacement also has issues they still wanted me to return the original and then do another RMA on the replacement.
You have 3 weeks to return the device and normally the RMA process is pretty quick. So you could still hold on to the original while doing another RMA on the second, so long as you get that original back within the 3 week window.
For the last item, you can ask, but doubtful.
Ravynmagi said:
The hold they put on your credit card is only the cost of the device, no sales tax. So for the 8GB model it would only be $199 total. They hold with my bank usually goes away in less than 2 days.
Google rep told me that if the replacement also has issues they still wanted me to return the original and then do another RMA on the replacement.
You have 3 weeks to return the device and normally the RMA process is pretty quick. So you could still hold on to the original while doing another RMA on the second, so long as you get that original back within the 3 week window.
For the last item, you can ask, but doubtful.
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Click to collapse
Cool, thanks for the info man!
So what you said..."Google rep told me that if the replacement also has issues they still wanted me to return the original and then do
another RMA on the replacement."
If I got a replacement that was worse(dead pixels, blown speaker) than my original (screen lift) I would have to keep the crappier one and give them my original N7 per the RMA...then start an RMA on the crappy replacement that I now am stuck with for an unspecified amount of days? That would suck. I've heard many stories of the replacement having more/worse defects than the original. Well, when or if the N7 starts to ship mainly defect free, I might RMA. Until then, I just have a really bad feeling that I have over a 50% chance my replacement will have more/worse defects. I guess I'll just keep mine, while keeping a lookout for better quality batches in the future. Thanks again man, good luck on the new Nexus.
Replacement Device being shipped.
Just a update. I received the shipping email this morning.. Whoo hoo.
Submitted RMA request: 08/31
Shipped new device: 09/12
The Authorization fell off out cc account but Google reran the authorization again today.
Ravynmagi said:
Geez, not good to hear this has at least been going on since August 31st and still isn't fixed. Google had no problem putting a hold on my credit card though.
They told me to call again if I don't hear anything by Thursday.
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Google has lost there mind..
im waiting for them to send me a replacement device for a replacement that came damaged. THEY HAVE A GRAND of my money.. HOW Do they feel this is ok to do ...
GOOGLE I HOPE YOU WATCHING This forum . your layal customers are very upset . and APPLE IS LOVING EVERY MINUTE.
I just received my replacement today (sent the RMA request on September 4th) and it is a C50K with 2 dents on the bottom (1 big and 1 barely noticeable). The border around the screen is blue instead of black and on the inside there are fingerprints everywhere. The screen is still raised on the left side but at the moment it isn't loose and creaky (yet).
Received RMA Device
Just another Update.
I received my Replacement device yesterday. Same issue. Left part of screen is raised and its a C80.
So off to send original one back and do this process all over again
I got my replacement yesterday too. It's a C8O and sadly it's got the screen lift on the left side, quite noticeable lift.
This is my third and last RMA. Sadly I'm just gonna have to accept it and live with it. I'm still happy with it for $250, just physical flaws bother me a bit. Oh well.
Has anyone bought a Nexus 10 from a place other than the Play store and had to RMA their device? I am curious as how Samsung's service is in terms of getting a replacement unit out to you. Getting a replacement unit from Google is pretty simple but is it as easy to get one from Samsung? Do they attempt to fix the device (for example, if you had light bleeding) or do they send you out a new unit?
Bad service.
ayman07 said:
Has anyone bought a Nexus 10 from a place other than the Play store and had to RMA their device? I am curious as how Samsung's service is in terms of getting a replacement unit out to you. Getting a replacement unit from Google is pretty simple but is it as easy to get one from Samsung? Do they attempt to fix the device (for example, if you had light bleeding) or do they send you out a new unit?
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I bought mine from walmart and thought my battery was bad. I called samsung and it was painful to say the least. They transferred me 5 times. Once they sent me to google cause they said they didn't handle nexus products. Google sent me back to them I picked the wifi only option and they told me again it was a google product I told him I just got transferred back by google. He sent me to the manager who again tried to tell me they didn't deal with nexus products. So I told them my problem and told them I felt the battery was bad. He finally just said okay I'll put in a ticket for you to send it to Texas (I believe he said, wasn't really listening as I felt I should have just got a new one). He said the process would take somewhere from 2-3 weeks. I said forget I'll just deal with the bad battery until I can buy one and replace it myself.
The shipping process with Samsung is much the same except that it takes multiple transfers on the phone to find someone that has a screen that can do an RMA ticket on the device. My problem is that in doing the work they don't really make sure they solved the problem you had. I had my screen replaced and they put a worse screen in with four corners of large light bleed and they even managed to scratch up the back of my device. I was upset to say the least and had to ship it back for them to fix their shoddy workmanship. On top of that... I sent mine back on the 16th and it didn't get opened until 2 days after arrival. As of a week ago it has been sitting on hold waiting for parts. So its been in Samsung's hands now for 2 weeks and no word on when they will get whatever parts they need in stock or ship it back. When you ship they pre pay a 2 day air ups label and send it back 2 day air as well. Hope to get it back reasonably soon as the device has been out of use now for over a month. First trip took about two weeks total. Second trip who knows.
BTW, I did buy mine from play but was tired of worse RMA replacements. Everything was perfect on mine other than a little dimming along the camera edge of the screen and a dead pixel.
Sent from my often RMA'd Nexus 4, So that I can use the one I'm using now when I get the 6th and hopefully final one.
Well today out of the blue my lower speaker seem to have blown and now i have to get it repaired. Called Google support and seeing how i didnt but it from them they put me over to Huawei support. Well here is what i was told.
I will get an RMA and emailed a label to ship my phone into them that can take up to 7-14 days.
I then asked about maybe getting some kind of an advanced RMA as i dont have a spare phone on me at this time and they said they dont do anything like that.
Anyone else have any problems with RMA yet?
There was a 1 day turnaround for me.. I'm not sure why.. They got my phone yesterday, and today I got the shipment notification saying I will get it back Friday due to the holiday.
I ended up borrowing a nexus 6 from a co-worker for a week.
Buy from google. You wont have issuse like this in the future.
With google, my replacement phone was sent to me the next day and I had 2 weeks to get my defective device back to them