Database Users

[Q] Google phone exchange questions

I have a nexus 4 and I have a bad buzzing in the ear piece. Who do I contact about an exchange and do they send me a new phone and I then ship my defective one back? I don't want to be without a phone.

Contact customer service number can be found on the play website under nexus 4. once you get the new phone u ship the old one back but it seems like even the replacement devices are out of stock and now on backorder so it'll probably take a couple weeks to ship
Sent from my Nexus 4 using xda app-developers app

otariq said:
Contact customer service number can be found on the play website under nexus 4. once you get the new phone u ship the old one back but it seems like even the replacement devices are out of stock and now on backorder so it'll probably take a couple weeks to ship
Sent from my Nexus 4 using xda app-developers app
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I don't mind a wait as long as I get a replacement. Are they sending new devices for warranty replacements and not refurbs I hope?

mobileboost said:
I don't mind a wait as long as I get a replacement. Are they sending new devices for warranty replacements and not refurbs I hope?
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In the UK at least, they will put a on-hold charge for a replacement device on your Wallet, ship you a new device, along with a return envelope, and you have 21 days to get it back to them, the held wallet charge will then be removed.
I too have a small problem with my Nexus 4 (a dark area on the display), it's only noticeable on light backgrounds. It's no biggie, but I do want it replaced, so I have a replacement on it's way.
They clearly have a RMA stock allocation reserved for this sorta thing, as it says ships in less than a week.
Here is much of the text that I got from Google, which explains the process for UK swap outs...
It was a very painless and very efficient process. I was on the phone for less than 5 minutes sorting it out, it was a freephone number, and the email came throu in 10 minutes with the details on how to order my replacement and what to do with sending the faulty one back.
I'm not annoyed that my device has a small fault (these things happen), what IS important to me, is how well the company deals with sorting it out, and so far Google have been excellent.
A replacement device will be provided and your original device will be inspected if you elect to send it in for warranty replacement.
*Important*
RETURN YOUR ORIGINAL DEVICE
You’ll need to return your original device to our service center. Additional charges for the full price of the device will be incurred if our service center doesn’t receive your original device within 21 days of this email.
UNDERSTAND YOUR WARRANTY COVERAGE
Additional charges up to the full price of your device will be incurred if our service center determines that the damage to your original device isn’t covered under warranty. Prior to ordering your replacement and sending your device for inspection, please refer to the warranty card in the Nexus 10 packaging or visit www.lg.com for details on the LG limited warranty.
If you elect to send in your device and receive a replacement after reviewing the warranty, the first step is to return your device using the attached RMA.
Please package the item carefully. The original packing materials may be used. If you are returning fewer items than in the original shipment, please add effective packing materials to ensure the box and the enclosed device(s) are adequately protected from movement inside the shipping box.
For detailed instructions on preparing an item for return, please visit our Help Center at http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2462890
To initiate the return of your original device you'll need to do the following:
1. Print the attached Return Authorization form
2. Insert the Return Authorization form into the outer shipping box.
3. You'll receive a return shipping label with your replacement device. Use this label with the shipping container used for returning your original device.
4. Schedule a pickup with our shipping provider, or take your package to any authorized shipping outlet near you.
To receive your replacement device free of charge, click the link below from your computer (not your mobile device) to access a personal cart that has been prepared with your replacement device already included. Please note that you must be signed in with the same account used to make your original purchase in order to access the below cart:
REMOVED....
An authorization for the full price of the replacement device will be placed on your credit card. This means that a portion of your card’s credit limit is held for several days, but no charge is made if your original device is delivered within 21 days and the damage to your device is verified to be covered under warranty.
Thanks,
XXXXXXXXXX
The Google Play Support Team
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Bonus points for spotting the error in the Google email

I have asked for a replacement as well. My power button was very moody, and sometimes even though I clicked it, the screen would not turn on/off. Had to press it slightly hard for it to work. I don't mind waiting for a couple of weeks for a replacement. The only thing I *am* worried about is what if my current phone develops a few scratches in the meanwhile? I don't think Google would still honour the replacement? :-/

veryjiggy said:
I have asked for a replacement as well. My power button was very moody, and sometimes even though I clicked it, the screen would not turn on/off. Had to press it slightly hard for it to work. I don't mind waiting for a couple of weeks for a replacement. The only thing I *am* worried about is what if my current phone develops a few scratches in the meanwhile? I don't think Google would still honour the replacement? :-/
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If you have reported it, it's no longer YOUR fault that they don't have stock.

CrazyPeter said:
If you have reported it, it's no longer YOUR fault that they don't have stock.
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I agree.
And the error is 'Nexus 10' in the email.
Just noticed it in my email as well.

Replacement process

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

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

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

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

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

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

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

if nexus 10 have problem after 15 days i should send it to google or samsung ?

send to Google or Samsung to get repair?

ygvuhb said:
send to Google or Samsung to get repair?
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Not sure if Google even handles repairs after 15 days. If their policy is just like most other retailers, then you would have to RMA with Samsung.

Of you bought it from Google get a replacement through them. That's how they handle repairs for the entire first year of the device. Samsung is a nightmare to deal with and they will scratch up your device! Take it from experience. Mines had to make 3 trips. I should clarify. If your device has a defect type issue get an advance replacement through Google. Of you broke it or cracked your screen or something Samsung is your only recourse.
Sent from my Nexus 10 using xda premium

[Q] Warranty from Google Play store?

Does anyone know if the warranty for the Nexus 7 (if purchased in the USA direct from the Google Play store) is transferable to a new owner?
I pre-ordered my Nexus 7 16GB during the Google IO announcement, and this weekend something on it borked out. Screen shut off and I couldn't turn it back on, and when I plugged it in the screen had a weird snowy/static pattern (accompanied by static crackling sound from the speaker).
I called Google and they are sending a replacement (that I basically had to order through the google play store but they are not charging my credit card unless I don't return the defective one).
So the reason that I ask is that I might just sell the replacement one since I now have a Galaxy Note 2 and the N7 isn't all that useful to me anymore. Can I claim that it is still under warranty until July (1 year from the date when I received the first one)?

spiff72 said:
Does anyone know if the warranty for the Nexus 7 (if purchased in the USA direct from the Google Play store) is transferable to a new owner?
I pre-ordered my Nexus 7 16GB during the Google IO announcement, and this weekend something on it borked out. Screen shut off and I couldn't turn it back on, and when I plugged it in the screen had a weird snowy/static pattern (accompanied by static crackling sound from the speaker).
I called Google and they are sending a replacement (that I basically had to order through the google play store but they are not charging my credit card unless I don't return the defective one).
So the reason that I ask is that I might just sell the replacement one since I now have a Galaxy Note 2 and the N7 isn't all that useful to me anymore. Can I claim that it is still under warranty until July (1 year from the date when I received the first one)?
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I believe you could, but the best thing to do would be to call Google and speak with them yourselves. Although, I am sure that warranty transfer is possible

AW: [Q] Warranty from Google Play store?
the imei/serial is enough for waranty.
Sent from my Nexus 7 using xda app-developers app

Yes. I called Google and they confirmed it and sent me an email I can provide to a future buyer that explains how they can get service.
Thanks!
Sent from my Galaxy Note 2

spiff72 said:
Yes. I called Google and they confirmed it and sent me an email I can provide to a future buyer that explains how they can get service.
Thanks!
Sent from my Galaxy Note 2
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Did the buyer then get the months that were left on the warranty?

Yes it is. I bought mine off of Ebay from some guy for 170$. The USB port was broken completely (wouldn't connect to any computer). I asked him about a return and he said I was S.O.L and to call Asus. So I just kept using it for another week or two until randomly it just shut down and wouldn't ever reboot again no matter what I tried. So I bit the bullet and called them. I gotta say they have OUTSTANDING customer support. All he asked for was the serial number and told me it was still under warranty period. I didn't even have to show a receipt or anything. They must be able to get purchase records by serial number or something. Anyways, he emailed me a FedEx pre-paid shipping label and less than an hour after getting off the phone with them I was shipping my Nexus at absolutely no cost to me. I sent it in to them Unlocked running a Rootbox nightly and a custom kernel. I recieved it today EXACTLY 10 days after shipping it out. It did get wiped ( I expected that) and it's running the stock 4.2.2. But it works great now and I can connect to my computer now.
In short, YES, it is transferable as long as it really is under the warranty period.
Asus, has EXCELLENT customer support in my experience and I would recommend them to anyone.

Nexus 4 RMA not being processed. Help required plz

Hi All,
I am in a little trouble here. I ordered 3 Nexus 4s at the start of this year. 2 of which work like charm, however, one had issues since day 1. The camera NEVER worked. It always gave error "CANNOT CONNECT TO CAMERA". The signals kept loosing all the time, literally all the time.Phone restarted too too much. Then came android 4.3. I updated the android version and since then, the phone went off off itself and never turned back on. It is stuck at the X sign while starting/restarting. The battery however if full.
Now yesterday I called, Google helpline. I told him 2 issues with the phone.
1) Camera never works
2) It loses signals all the time.
I told the guy i have factory reset the phone quite a lot of times but nothing fruitful happend. Then this guy asked me to follow certain steps to get my phone to factory reset. I tried but nothing worked. He said unless and until you dont factory reset it, I can process your request for warranty. Then he also mentioned something like, if its software bug, we will handle it and if its a hardware bug, you will have to send to LG.
Long story short, I wanna know:
A) Does Google only handle SOFTWARE problems under warranty? Not the HARDWARE ones???
B) If Google processes my warranty and sends me a new device, what do they see in the defected unit when they get it from the customer? Or they just release the amount they held from customer's account, once faulty device is received, without even checking the device?
c) The silver rim in the phone has peeled off slightly from two edges. Does it mean they won't return the amount which they will hold before sending me the replacement device? As I did not mention about it on phone because I didn't consider it a problem and was ok with it.
d) Lastly, when I receive the new device, do I need to send the faulty one in the same box in which I received the new device? Or like, how do I ship them the faulty unit?
My phone is COMPLETELY stock and NEVER rooted.
rev_11, bought in March 2013

No one?

I've sent in my Nexus 4 for cracked screen repair. This is what I learned.
A. Google will fix any hardware problem, so long as they don't believe you caused it.
B. Upon receipt of your defective phone they inspect it to find out two things.
1. What's the damage/how can it be fixed/how much it will cost
2. What/who might have caused it, to determine who will foot the bill
C. Cosmetic damage is not a problem -- it happens. They repair your phone and usually don't send you a refurbished unit.
D. You ship your device to them for repair, initially.
Can a brother get some thanks?

og1502 said:
I've sent in my Nexus 4 for cracked screen repair. This is what I learned.
A. Google will fix any hardware problem, so long as they don't believe you caused it.
B. Upon receipt of your defective phone they inspect it to find out two things.
1. What's the damage/how can it be fixed/how much it will cost
2. What/who might have caused it, to determine who will foot the bill
C. Cosmetic damage is not a problem -- it happens. They repair your phone and usually don't send you a refurbished unit.
D. You ship your device to them for repair, initially.
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I ship them my device for repair? But they will already send a new device, so what will I do once they are done repairing my device? As in will they send it back and return me my old device once it's repaired?
Moreover, what I have learnt from posts on this forum about RMA, Google care less and they release the amount once they receive the faulty unit. People got their amount released even after sending Google rooted devices :/
Can a brother get some thanks?
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Gave u 1 .. And your first one

I contacted LG for warranty service, not Google. I told them my phone was bust, they told me to send it in for it to be evaluated. I did, they did, and they got back to me with an estimate because I had broken it. I gave them the go ahead to fix it and my credit card number over the phone to pay for the repairs and within a week I had the same phone I sent them, fixed.

filthykid said:
I ship them my device for repair? But they will already send a new device, so what will I do once they are done repairing my device? As in will they send it back and return me my old device once it's repaired?
Moreover, what I have learnt from posts on this forum about RMA, Google care less and they release the amount once they receive the faulty unit. People got their amount released even after sending Google rooted devices :/
Gave u 1 .. And your first one
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ad far i know,you send the device, if they see its their fault, they send a new device and everything finishes here.
What happens to the broken device? idk, maybe they fix and re sell or just throw in the trash, who knows?

Lol ok. But i think that's not how it works. What i have learned from their support page is that they hold your amount and send you the new device. Then u send then the faulty device and they release your amount. Case closes
Sent from my Nexus 4 using xda premium