Database Users

[Q] Does Best Buy *CURRENTLY* do rapid exchange on black tie Epics?

I've seen a few threads pop up about Best Buy's rapid exchange - whether or not it exists is still a big question. I've seen threads that say they modified their policy back in April, but nothing definitive.
Does anybody know what Best Buy's current "Black Tie" policy is on broken phones? I.e. If I bring a busted Epic there, and I have Black Tie insurance, what do they do?

Yes, I've done two already. One for myself and one for my wife. It takes between 2-4 for the whole process.
Sent from my SPH-D700 using XDA Premium App

twkniest said:
Yes, I've done two already. One for myself and one for my wife. It takes between 2-4 for the whole process.
Sent from my SPH-D700 using XDA Premium App
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What do they actually give you? I've heard "new phone," "new phone minus battery and SD," etc.

My wife did it a few weeks ago before we cancelled black tie. It took about the same as twkniest mentioned. 3-4 days. And we received a refurb. They make you keep your battery and sd card. They only replace the unit, with back cover. Way better than the 1 month she had to wait last time she sent in for repair... I guess best buy finally listened to all the complaints.

Here in Va they just give you a new phone at the store if in stock.
Sent from my SPH-D700 using XDA App

klownin816 said:
My wife did it a few weeks ago before we cancelled black tie. It took about the same as twkniest mentioned. 3-4 days. And we received a refurb. They make you keep your battery and sd card. They only replace the unit, with back cover. Way better than the 1 month she had to wait last time she sent in for repair... I guess best buy finally listened to all the complaints.
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I disagree, it took a while and I got annoyed, but I was happy to get my own phone back.

It must be hit or miss depending on the store you deal with. Pretty much one of the reasons we cancelled. That service is just unreliable.

Since I manage a Geek Squad, I'll tell you how it works. First, there are two options, 1) get your original phone repaired, 2) get your phone rapid exchanged.
We do not and cannot exchange the phone outright in store. Phones cost upwards of $600. Exchanging it in store would be like giving someone a laptop because they dropped it.
If you choose to get your phone repaired it goes to Jabril. Repairs can fluctuate between about 1.5 weeks to a little over 30 days. If the phone has been at Jabril over 30 days and still isn't repaired, we can request an exchange authorization (this actually happens automatically). You would then get credit for the value of the phone (not what you paid but the subsidy as well) so you can buy a new phone outright. This means no change in your contract terms and you can choose whatever phone you want including an upgrade if you want to pay the difference. Repairs also qualify towards "no lemon." If they cant get the repair correct after 3 times trying with repairing/replacing a part then it gets sent out, inspected, and then authorized for a junk out.
If you choose to get your phone rapid exchanged the phones are like new some of them seem to even be brand new. Sometimes they come back with all accessories but that is not the way it is designed. In general we will get the phone and back cover, nothing else. As soon as a rapid exchange tag is created, one gets cross shipped to us before we even send the phone out to he repair facility. this generally takes 1-3 business days. We have had instances of creating tags in the evening and receiving the rapid exchange phone the following morning. Rapid Exchanges on phones do not currently qualify for no lemon. In addition, as the phone ages, the chance increases that we will end up with a substitute sku for the rapid exchange. Substitute skus are generally upgrades to the new model, but sometimes are fairly different phones. For instance, for a brief period, the EVO Shift was appearing as a substitute for the EVO. It is likely that in about a year, the Epic 2 will be the substitute for the Epic because they will not have enough stock of the old epic/parts to repair them. In this way Rapid Exchanges also end up in upgrades as the phone ages and helps you retain more value by the time you are ready to get a new subsidized phone.
If you have any other questions let me know.

All phones are rapid exchange per SOP now. of its backordered the store may just exchange it for you but that depends on the managers...
Sent from my SPH-D700 using XDA App

To avoid disappointment, never expect an exchange in the store as it violates SOP. Also, you don't technically get your choice of phone if your phone gets sent out for repair and gets approved for junkout. If they have your model in stock, that's what you get. Exceptions are made on a case by case basis. FINALLY, it's easier to attract flies with sugar than with vinegar...ie, don't be rude to the associate helping you or things will not go your way. Customer service does not mean customer servant. Just a friendly fyi to my xda homies. much love and respect to you guys.
Sent from my SPH-D700 using XDA Premium App

All phones DEFAULT to rapid exchange now. It is NOT required to rapid exchange phones if the client does not want to (IPhones I believe are the only lone exception to this although blackberrys may be as well). As I stated before, rapid exchanges on phones currently do not count towards no lemon.
Actually yes you do get to choose the phone you want, or any item for that matter, when it is to be exchanged. If your store isn't doing this, then you aren't following SOP. In fact this is why Best Buy changed the return system so that when you do a junkout/no lemon exchange it is returned in store credit. If that model is currently still in stock you get a store credit for the current unsubsidized price of that phone. You don't even have to get another phone, you could spend the money on a TV if you wanted. The value of the store credit, you don't have say over. It is for the comparable item, not to exceed the original purchace price (ie $199 contract price + $400 subsidy = $599 original purchase price). All stores will work this as an exchange though as it is unhelpful to have someone walk out the door with $600 store credit and no device to replace what they lost.
As for exchanging a phone outright, any store that does this is choosing to take a known loss of the unsubsidized cost of the phone when they do this (usually around $600). It's akin to "I feel bad about your situation, here have a new laptop on us." The store that does the exchange will take a P&L hit on the returned item as they will receive no credit for it. A lot of stores are bad at managing their Store Warranty reports as a lot of DCIS are incorrectly fixated on "No Fault Founds" as being the way to correct the metric. The biggest loss on store warranty in a whole is almost always bad return/exchanges. Many stores do not know how to manage this type of negative on their P&L and may not even be aware that it is occuring. Often times there is a thought that if something goes PRC that the store will get credit. This means they do not monitor the detail report showing all their rejected credits.

So basically if we wanted to upgrade early we could just "break" our phone and exchange it say for a Moment?lol

BBlunts456 said:
So basically if we wanted to upgrade early we could just "break" our phone and exchange it say for a Moment?lol
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You are limited to two screen replacements before the plan is considered fulfilled. If you send the phone in for repair and have it repaired three different times (not rapid exchange), then the next time you send it in for repair they cite the previous repairs, send it out where it is inspected to show the need for another hardware repair after which it gets approved for exchange under the no lemon policy.
Sent from my SPH-D700 using XDA App

UK Ebuyer returns

So, after a week of using my Nexus 7 the ghosting/image retention isn't getting any better and I've decided that I can't live with it.
My screen is also coming unglued on the left hand side like a lot of people's. I could probably live with this, but it's made me more determined to return it due to te ghosting. Has also made me think it makes sense to wait until it's been properly addressed by Asus/Google.
I'm therefore going to return it to Ebuyer and request a refund. Definitely want to buy another Nexus 7 eventually though as I love the device otherwise.
Has anyone already returned theirs to Ebuyer and, if so, how was the process? Did they argue with you?

00se7en said:
So, after a week of using my Nexus 7 the ghosting/image retention isn't getting any better and I've decided that I can't live with it.
My screen is also coming unglued on the left hand side like a lot of people's. I could probably live with this, but it's made me more determined to return it due to te ghosting. Has also made me think it makes sense to wait until it's been properly addressed by Asus/Google.
I'm therefore going to return it to Ebuyer and request a refund. Definitely want to buy another Nexus 7 eventually though as I love the device otherwise.
Has anyone already returned theirs to Ebuyer and, if so, how was the process? Did they argue with you?
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Hi mate. Yeah I returned mine to ebuyer. I wrote about the same things in my rma. I haven't received my replacement yet but as of now they haven't argued and accepted it quite easily . Just waiting for some return details from them.
Sent from my GT-I9100 using xda premium

Ebuyer return
Trying to return mine at the moment (Light bleeding on left hand side) and it has been fun so far....
1 - Attempted to return as DOA, but the online form said this had expired even though I was well within the time frame
2 - Filled in the normal return form, and entered that I want a refund
3 - Got a response saying that I need to call a number to get approval to return
4 - Called the number, and spoke to someone who said. 'ok no problem, will get that arranged for you - will email the details to you'
5 - The email instructed me to call Asus and discuss the problem with them to get an approval number.
6 - I replied that my contract is with Ebuyer, not Asus, so am not required to call them - Now awaiting their response
I am a long term customer with Ebuyer, and have been very happy with them so far. This is my first return though, and am not liking how this is progressing. When I purchase something from an online store, I expect to be able to return via online methods, not needing to call someone. They are also out of order trying to get me to call Asus - that is not how the sale of goods act works
Will update when I get more info!

bazman70 said:
This is my first return though, and am not liking how this is progressing. When I purchase something from an online store, I expect to be able to return via online methods, not needing to call someone. They are also out of order trying to get me to call Asus - that is not how the sale of goods act works
Will update when I get more info!
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I stopped using Ebuyer for exactly that reason some years ago, never a complaint with their prices or speed of delivery but when it comes to returns they will almost always try to shift the responsibility onto the manufacturer and give you the run around unless you put your foot down.

Just submitted my RMA for ghosting and screen separation. I put it down as "fault under warranty", description as "other" from the drop-down boxes and requested a full refund. I received an email saying to ring their local-rate support line. Was on hold for no longer than 5-10 minutes. As soon as I explained the ghosting issue to the rep he authorised it immediately and I now have an email link to arrange a free collection.
I am impressed with the service so far, though I guess the proof will be when the refund hits my bank account. I still have nightmares about the words "Our engineer's tested it and can't replicate the fault" from the dark days of my local IT box-shifter 12-15yrs ago...
Will wait for reports that new devices are fault free before re-ordering.

I buy loads from Ebuyer from work, have returned several things and had no problems.
Ok, they ask questions - who wouldn't? a lot of faults are not faults, they are user problems. So apart from that, which I consider appropriate, I've been perfectly happy with them for years.
Jeff

So, Ebuyer collected my Nexus 7 free of charge last Friday. I included a printout in the box with some good photos of both ghosting and screen lift so that it was obvious why I was returning it.
I received a message today stating "Following extensive tests by our Returns staff, this item was found to be faulty. Therefore a refund will be issued once the RMA has been closed."
Ebuyer certainly get the thumbs up from me this time :good:
I'll no doubt take a ribbing for this, but I've replaced the Nexus 7 with a Blackberry Playbook. Not for everyone I know, but I use a Blackberry Curve extensively at work and it bridges to the Playbook allowing me to access my calendar, inbox and browser on the larger screen. Will be even better on business trips as I have unlimited international roaming. As a result I've found it far more useful throughout the day than the Nexus 7, even though the screen resolution isn't as good, a few apps are missing, and it's a little heavier. £149 for 32gig is also a bargain.
For the avoidance of doubt though, unless you use a Blackberry as your primary phone the Nexus 7 is the better buy and if I ever buy a 10 inch tablet for use around the house 'll seriously consider a Jelly Bean device.

[Q] What's the google service (replacement) like in UK?

I bought mine just over a month ago from Google UK. Delivery via TNT was an absolute nightmare, poor communications and ended up driving 40 miles return at midnight to collect it. A Disaster really - I am scared to even think about dealing with TNT ever again.
Now if that wasn't enough my Nexus 4 seems to have come from Hell. I have loads of showstopper issues, just to name a few:
* The headset emits all sorts of electronic noise whenever the phone is ON. Switching the screen on changes the tone. This is getting unbearable.
* Wifi / 3g signal are very weak compared to even my old and pretty destroyed HTC desire. (UK networks are generally rubbish) Sustaining a skype call in Bristol centre is now a major issue.
* Headphone volume is surprisingly low (less than 1/2 or ipad or desire)
* The thing is made of fragile glass. What worse could it be?
So if I was going to ask for replacement, what would happen? How many weeks or months would I be without phone (micro sim won't go in desire)? How many 40 mile trips will I need to make to deal with TNT? I am just thinking if its worth the hassle, even when the money is fairly tight.
Can I deal with LG directly, and would that be any better?
Now I clearly understand why great customer service is important. If I bought from apple I could just walkin to the store almost next door and walk out with another phone. Google, will you listen or a you going to be the next microsoft?

I bought one sim free with Google with some of the same issues plus the fact the screen was faulty. I contacted Google via phone and to begin with it went well. But things started to slow. They issued me a RMA but took 4 emails over 5 days to get it. Then I was waiting another week for the shipping label. They dont give you an address which sucked. All this was eating into the 10 days I had to return it. In the end I told them to screw themselves so I sold it on eBay. Lost a little money.
What was funny was after all that. Google sent a message saying how was it to deal with them and could I give accurate feedback. Useless ****s. Hope i haven't put you off too much.
Sent from my Nexus 4 using Tapatalk 2

Sexywacko said:
I bought one sim free with Google with some of the same issues plus the fact the screen was faulty. I contacted Google via phone and to begin with it went well. But things started to slow. They issued me a RMA but took 4 emails over 5 days to get it. Then I was waiting another week for the shipping label. They dont give you an address which sucked. All this was eating into the 10 days I had to return it. In the end I told them to screw themselves so I sold it on eBay. Lost a little money.
What was funny was after all that. Google sent a message saying how was it to deal with them and could I give accurate feedback. Useless ****s. Hope i haven't put you off too much.
Sent from my Nexus 4 using Tapatalk 2
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oh my... anyone got experience dealing with LG, if I may do so? I start to really regret this purchase. I could just hold out till June or July and be a happy iphone owner and the exchange and flog this. My screen is at least nice and bright except I bought a phone and not a toy.

WARNING! Buy At Your Own Risk

I would like to say first that I absolutely LOVE my Nexus 7 tablet. Having owned a couple of different Android tablets made by those other people (Samsung...even an iPad Mini), I can honestly say the N7 really is the best. With that being said, I would like to share my experience with them today, and I hope it helps others in being more informed about their decision to purchase in the future. Its kind of a long read, but you will be shocked at the end, so please see it through.
A week or so ago my tablet developed an issue where after waking it from standby I would have to toggle Airplane Mode on and off in order to access the internet. I was off work today so I called Google warranty about the issue. The gentleman I spoke with was very kind and, I believe, as helpful in the situation as he could be. After explaining the issue and running through some standard trouble shooting, the first technician I spoke with from Google concluded it was most likely a hardware issue and that someone from a different department (mind you, I was speaking to the warranty department already) would contact me via email in 24-48 hours.
After I hung up from him, I thought about it and something wasn't quite right. The warranty department should be able to generate a replacement or at the minimum an RMA right then, right? So I called back and asked to speak with a manager. I was transferred to a floor supervisor, explained everything that had transpired up until then, to which he promised to get to the bottom of the issue right then. He asked for my email address, which I provided, when he stated he could not find an order for a Nexus tablet. I proceeded to explain to him I purchased it from GameStop, I had the receipt with the box and date of purchase, when he abruptly cut me off to tell me he could not do anything about my warranty issue because it was bought from a third party. He explained I would have to go through the retailer or through Asus. Now, here is where my trouble with this begins. Is this not manufactured for, branded, and advertised as a GOOGLE Nexus 7 tablet...or is it brand, advertised, and sold as an Asus Nexus 7 tablet. Yes, I understand who actually manufactured it. But that is transparent. There are A LOT of products made by other manufacturers that are sold under a different brand name. In fact, there are actually quite few true "manufactures" in the world but they make and sell products daily under a different name. However, this floor supervisor was unwilling to provide me with any assistance at all. He did offer to connect me to Asus customer support.
Another hold later, and 20 something minutes into the call, I was connected to another very nice customer service rep from Asus. I again (third time) explained the issue and the steps already performed to remedy the situation. After speaking with him for a while, he agreed to issue an RMA so that one of there technicians could diagnose the problem and do a repair or replace. I asked at his point how long this process takes...TWO WEEKS. Mind you, I have only owned the tablet a total of exactly 7 weeks and 2 days. I told him that this was completely unacceptable. He then offered to upgrade my case to priority service. Again I asked for a time frame and was told this time...1-1/2 WEEKS, or 3 days faster. At this point I am furious. I asked if I could have a replacement sent out...NO. I asked if I could have one sent out with a hold on my credit card until my defective unit was received...NO. I asked if I could have a refund arranged...NO. I asked if he would be kind enough to contact GameStop to request an exchange be made...NO. MY ONLY OPTION ON A 7 WEEK OLD TABLET...A GOOGLE TABLET MIND YOU...WAS TO BE WITHOUT FOR 2 WEEKS! You have go to be kidding me! I sincerely thought Google was better than this.
I used the following analogy...you buy a brand new car. It has a warranty issue that needs fixed so you take it to the dealership at which point they say, "sorry but we cant fix it for 2 weeks" and leave you with no car. I honestly can not believe the customer service between these two companies is this poor. As well, I have had cell phones replaced by AT&T under warranty that CERTAINLY were not made by AT&T, yet Google does not share the same mindset although the tablet was clearly a Google product.
So, I write this as a warning for any of you that have purchased your tablet from GameStop, Best Buy, Staples, ect. what challenges you face should you ever need warranty service. And to those who did purchase off the Play Store exactly how Google is treating their customers. I love Google (a lot less now) but I will NEVER buy another Nexus/Google branded product again...not so much as rent a movie or buy a song from the play store. And I will take to any forum I can access to share my experience in an attempt to convince Google/Asus to improve their customer service. They have lost a customer and I implore you to share my experience with as many people as you can that may be considering a Google product or service in the future.

Here's another analogy: You buy an Apple phone from Best Buy and it develops a fault, where do you take it back to?
Buy a Google product direct from Google next time and learn about Consumer rights.

Apple is the exception in that example. Buy a Samsung, Motorola, LG, Blackberry, ect. and who handles warranty replacement? AT&T, right? ALTHOUGH it is clearly stated the MANUFACTURER warrants the product against defect. And yes...I am very aware we are not talking about AT&T, simply using it as an example.
Furthermore, I never once stated my consumer rights were violated, in fact I clearly said they offered a solution. However, from a consumer stand point, and in this case especially with the INTENDED transparency between Google and Asus, the issue was not handled with the consumer (me) in their best interest.
Feel free to flame me if you'd like, but I would put nickles to dimes that if it was you, you would feel the same way.
Sent from my HTC One using XDA Premium HD app

/waaa?
You are completely right tho. The should have a shop on hand for when you call. Just for you. Only you. You. Did I mention you?
Yeah i'm talking to you.

sigaiser said:
Apple is the exception in that example. Buy a Samsung, Motorola, LG, Blackberry, ect. and who handles warranty replacement? AT&T, right? ALTHOUGH it is clearly stated the MANUFACTURER warrants the product against defect. And yes...I am very aware we are not talking about AT&T, simply using it as an example.
Furthermore, I never once stated my consumer rights were violated, in fact I clearly said they offered a solution. However, from a consumer stand point, and in this case especially with the INTENDED transparency between Google and Asus, the issue was not handled with the consumer (me) in their best interest.
Feel free to flame me if you'd like, but I would put nickles to dimes that if it was you, you would feel the same way.
Sent from my HTC One using XDA Premium HD app
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For more reports of mishandling and cruddy CS, go here:
https://productforums.google.com/forum/#!topic/nexus/mG4JXaT-SHs[1-25-false]
Feel free to add your experience....

danvee said:
For more reports of mishandling and cruddy CS, go here:
https://productforums.google.com/forum/#!topic/nexus/mG4JXaT-SHs[1-25-false]
Feel free to add your experience....
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Thanks for the link...I posted there as well. It is cruddy. I would
D have expected more from Google in a situation like this.
Sent from my Nexus 7 using XDA Premium 4 mobile app

tweaked said:
/waaa?
You are completely right tho. The should have a shop on hand for when you call. Just for you. Only you. You. Did I mention you?
Yeah i'm talking to you.
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I'm not going to reply, much, to your sarcasm other than to say that if you think I expect more from Google than anyone else, then you're sorely mistaken but entitled to your opinion. If you read any of the post, and you comprehend written text, you could easily deduce that I was stating their current policy (unwritten mind you) on buying from third party retailers.
With that being said, how about being constructive vs. Being a smart ass. Thanks for reading.
Sent from my Nexus 7 using XDA Premium 4 mobile app

djsubterrain said:
Here's another analogy: You buy an Apple phone from Best Buy and it develops a fault, where do you take it back to?
Buy a Google product direct from Google next time and learn about Consumer rights.
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Buying direct from Google won't help. When I had to have my Nexus phone replaced, under warranty, I called Google since I bought it on the play store. They gave me a number to Samsung(It was a Galaxy Nexus) and Samsung did exactly the same thing. I had to go to Wal-mart and buy a cheap flip phone to use for 2 weeks while Samsung replaced my 2 month old phone which I had bought from the Google Play Store.

It is definitely nice to go to an apple store and have a replacement in 10 minutes if you have a bad phone... I had an issue with my galaxy s4 and at&t didnt have any in stock to replace it with.... Bad experience.

I actually feel nothing is wrong with the warranty service options the OP mentioned.
It would be above average for the industry.
If I bought a premium car like Lexus then I would expect a nice loaner if my car needs works.
But if I paid for a Toyota, then it's up to the dealer ... a shuttle ride is nice enough.
I even bought my 2012N7 over ebay, haha. Worst case, I just call Asus.
Unless Google promises something and doesn't deliver ... otherwise, it's up to them (that's why I normally
talk nicely to the customer-service people).

sigaiser said:
I'm not going to reply, much, to your sarcasm other than to say that if you think I expect more from Google than anyone else, then you're sorely mistaken but entitled to your opinion. If you read any of the post, and you comprehend written text, you could easily deduce that I was stating their current policy (unwritten mind you) on buying from third party retailers.
With that being said, how about being constructive vs. Being a smart ass. Thanks for reading.
Sent from my Nexus 7 using XDA Premium 4 mobile app
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But, I'm only good at smartass comments.

i had my nexus 4 RMA due to faulty screen and i had the most wonderful experience, the lady i spoke to gave me no trouble what so ever promptly sent me an email with the order replacement link, put the hold on my card and 2 days later brand new N4 at my door, i would actually prefer to order directly from them after that experience

Also had a good experience with the nexus 4, screen was super dim, Google sent me a new one and have me a shipping label to send my old one in the same box
Sent from my Nexus 4 using xda app-developers app

One of the reasons why I always buy from companies with excellent customer service.
Few examples..
Bought a Galaxy Nexus from Amazon and after 6months+ it developed a fault.. cant remember what it was. So me being me... its been 6months+ I contact Samsung because its been so long. They told me they can get it fixed within a week. I get it back and its worse then when i sent it. I tried again.. sent it, came back and still as bad. I contact samsung again and explain to them. They said they will contact me within a few days.
While waiting i thought what the heck... Contacted Amazon and explained Samsung has wasted my time and if possible would like a refund. They said ok right away and got my money back! Samsung contact me and I vented out to the manager/supervisor on the line and all he could say was thats great that you got a refund....
Bought a Nexus 4 direct from Google.. Again after 6months+ it starts over heating. Contact google and they said we can replace it for you no problem. They sent out a new one while i still had the faulty one.
I would pay more for a product just to have great customer service then to get it a little cheaper and have next to no customer service.

So uh, you're mad because you have to ship your tablet back to the manufacturer to replace it?
Yeah man, that's total BS! Having to send it back to the manufacturers so they can fix it, it isn't like you do that with any other product you own right?

N7 2012 woes
@ sigaiser
I understand your frustration. I have an old Nexus 7, which I bought in the UK from PC World. It developed a fault where it would not charge. PC World referred me to ASUS, who ran through various ideas to fix it (most of which I had tried after internet forum searches), gave me a code and an RMA, and told me 7 to 10 days. It was picked up by the courier for next day delivery to Triage Services, who do ASUS repairs in the UK. After 4 weeks, it came back and still had exactly the same fault. (Later, I found that Triage had replaced the motherboard.) SO after another couple of days of trying to sort it out again, I rang again and got another RMA and an email telling me to book it in. I was also told that I should have been told "up to 30 days" not 7 to 10. The courier web site this time told me I'd have to pay for the return (different courier first time) though subsequently ASUS complaints told me that that was a courier error. Away it went again, and came back with the battery re-seated. It did not charge up, so off it went again. After another couple of weeks, making a total of 8 1/2 weeks, it came back with a new wall charger - supposedly that was no longer charging (even though when it left, it happily charged my Nexus 4). I HAD told them it was not that, as 3 different chargers would not charge The Nexus 7. It lasted that day, then refused to charge fully overnight, and charging to a lower % each night. All ASUS would offer was another RMA. :crying:
In the end, I threw myself on the mercy of the team at PC World, and asked if there was anything they could do - perhaps a discount on a different tablet. They had a chat, and gave me a new Nexus 7, this time with their "Whatever Happens" replacement insurance. Result. In future I think I will be getting my stuff from them with that guarantee.:laugh:
The current Nexus 7 charges up MUCH faster than the first one ever did, so either something had been changed, or the first was always faulty.
ASUS had been helpful, but they required THREE parts of the tablet replaced before they'd replace the whole thing. I had only had one so even though I'd lost it for more than 2 months out of the 12 month guarantee they would not consider either a replacement, or even extending the warranty for the 2 months I had been without.
Triage services, on the other hand, who supposedly did the repairs, I have no time for. First time round, they booked the tablet in to their workshop 5 days after they got it (thus showing ASUS that they were working on it faster than the truth). Then clearly they never actually tried it any of the three times before returning it.

joshyc5 said:
So uh, you're mad because you have to ship your tablet back to the manufacturer to replace it?
Yeah man, that's total BS! Having to send it back to the manufacturers so they can fix it, it isn't like you do that with any other product you own right?
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No, I'm not mad I have to send it back to the manufacturer. I'm mad because that is the ONLY option to send it back. Google told me on the phone if I bought it direct from them, they would send out a replacement right then and there. So what's the difference? GameStop is an authorized retailer. It's not like it was a black market knock off from Amazon. And as far as Asus goes (who is the manufacturer yet not a reseller), they offer no way to have a replacement sent, even with a credit card hold. So the ONLY option is to go without and wait 2 weeks, or whatever the turnaround time ends up being, without the product you paid for. That's what makes me mad.
And maybe I'm missing something, but what I can't get over is the fact that it's made for Google and sold by Google, yet Google is not supporting products sold by third party retailers although it carries their name.
Sent from my HTC One using XDA Premium 4 mobile app

I really don't see a 1-1.5 week wait as being that big of a deal, sure it would be nice to get it replaced with a new one but they do not have to offer that to you. The warranty doesn't say that they offer replacements at the first sign of an issue. Since you bought it from a 3rd party retailer I wouldn't expect Google to take care of it since it is an ASUS tablet. If you'd purchased it from the Play Store and they wouldn't help then that would be a problem.

They just couldn't move as fast as you *commanded* them too? F off.

aiiee said:
They just couldn't move as fast as you *commanded* them too? F off.
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Lol, whatever. Easy to hide behind a screen name. You wouldn't say it to my face so why say it online?
Either way, moderators, just close this thread. Obviously no one has the intelligence to understand the point I was attempting to make so it does no one any good for it to remain open as its only going to turn ugly.
Sent from my Nexus 7 using XDA Premium 4 mobile app

Cosmetic flaws

So I'm almost done with my first 30 days with the Moto X and I have stumbled across some flaws.
1. Dust behind the glass. I found two small dust particles while installing a cheap screen protector. Removed the protector and its still there.
2. The screen doesn't sit flush. When swiping my hand to the left, i can feel a lip. Swipe to the right and there's no lip until I run my fingers down towards the bottom right corner.
3. There's a fiber out of place and it catches my finger when running my hand across the Woven White back.
So in other words I'm considering returning it to be fixed. I may be a jerk, but I paid good money for it and expect the same in return. Anyone else go this route for flaws on their Moto X? What's the usual turn around time?
Sent from my XT1053 using Tapatalk

Mine has none of those flaws. By all means return it. But for refund, not repair. Then just order a new one.

I though about the refund route, but I got it at $100 off that one week and i don't want to pay the extra $30.
Sent from my XT1053 using Tapatalk

Tell them that, and politely insist on the same deal on the new order. Ask for escalation if you must. They'll get it squared away for you.

Well I'll try the repair route first to see how things turn out and how fast their turn around time is. Its suppose to go through more inspections before coming back to me, but we'll see about that. I'll ask for the refund if it's not perfect this time around.
Sent from my XT1053 using Tapatalk

Sounds like the repair will take you outside the return period.

Has anyone had their phone repaired? I don't have another device to use other than an iPhone (eww) so I don't know if I'll bother if it takes an extended amount of time..
Sent from my XT1060 using Tapatalk

Solutions Etcetera said:
Tell them that, and politely insist on the same deal on the new order. Ask for escalation if you must. They'll get it squared away for you.
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I tried this route (returned a def. X for a refund because at the time I thought I would switch to the N5 but have since decided to stick with the X). I asked for another $100 off code (or $30 depending on how you look at it) and they wouldn't budge. They said they can only honor what is currently on the web site. Went through two reps on this.
Guess I am getting the N5 after all.

rvinny said:
I tried this route (returned a def. X for a refund because at the time I thought I would switch to the N5 but have since decided to stick with the X). I asked for another $100 off code (or $30 depending on how you look at it) and they wouldn't budge. They said they can only honor what is currently on the web site. Went through two reps on this.
Guess I am getting the N5 after all.
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Was your negotiation with them at the time you arranged for the return or after the fact?
I was one of the original 150 off cyber Monday buyers, and when I spoke to them about a return I mentioned this and they made arrangements to offer the same pricing on a replacement order.

I have returned many devices with motorola and am in the process of returning another one. Currently they only do Advanced returns, meaning that they give you a code to build another phone for zero money up front. If they receive the returned phone within 10 days of you getting your new phone, then they wont charge you. If its past 10 days, they will charge you.

They offered me the same advanced order initially. Just that now I want to go case-less and need a perfectly smooth back. Since its there, might as well swap out the screen due to a piece of lint and not being flush. As for the 30 day return period... I'm sure they'll OK it if I change my mind. Its not my fault there's something wrong with the phone. If all else fails, switching to Nexus 5 or GPE HTC One because I hate the Galaxy S4.
I have to say though, it is nice jumping back onto the old Galaxy Nexus with CM11.
Sent from my Galaxy Nexus using xda app-developers app

I have the same bezel flaw and I wish I had gotten it taken care of when I got the phone
Sent from my XT1058 using Tapatalk

So I finally got my phone back yesterday. At first glance they didn't fix anything. I still have debris behind the screen, barely noticeable. Still have the defects on the back cover. So naturally I called, as I have been all last week, and spoke directly with the Repair Call Center Manager on Duty and he is sending out a new Moto X because of my problems with the phone. On top of that, because of all the BS I dealt with last week, I got a bunch of other free stuff altogether. First off, they gave a free Commuter case the first week I had the phone. Called back and complained about their horrible repair lead time and misinformation and got a Power Pack 3000. Called the day my phone was to be shipped out and got a free Bluetooth Car Speaker. Called yesterday because I didn't get my Moto X Retail Box back even though I was promised I would and I got a free Motorola Buds Bluetooth Headset.
So yeah, I made them pay for their overall poor Customer Service. I explained to the manager that I was not about to put my funds on hold for their mistakes and that I wanted to know who was going to take full responsibility for the actions that have occurred. I stood my ground and made them sorry for treating me that way. Hence I ended up with about $214 of free stuff.
If I don't get my new phone by Thursday, hell will break loose again, this time I won't hold back.
And just for the record, they don't know if anyone has already offered you a free accessory, hence they offered the Power Pack twice.
Sent from my XT1053 using Tapatalk

overthatscreen said:
So I finally got my phone back yesterday. At first glance they didn't fix anything. I still have debris behind the screen, barely noticeable. Still have the defects on the back cover. So naturally I called, as I have been all last week, and spoke directly with the Repair Call Center Manager on Duty and he is sending out a new Moto X because of my problems with the phone. On top of that, because of all the BS I dealt with last week, I got a bunch of other free stuff altogether. First off, they gave a free Commuter case the first week I had the phone. Called back and complained about their horrible repair lead time and misinformation and got a Power Pack 3000. Called the day my phone was to be shipped out and got a free Bluetooth Car Speaker. Called yesterday because I didn't get my Moto X Retail Box back even though I was promised I would and I got a free Motorola Buds Bluetooth Headset.
So yeah, I made them pay for their overall poor Customer Service. I explained to the manager that I was not about to put my funds on hold for their mistakes and that I wanted to know who was going to take full responsibility for the actions that have occurred. I stood my ground and made them sorry for treating me that way. Hence I ended up with about $214 of free stuff.
If I don't get my new phone by Thursday, hell will break loose again, this time I won't hold back.
And just for the record, they don't know if anyone has already offered you a free accessory, hence they offered the Power Pack twice.
Sent from my XT1053 using Tapatalk
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I bet you get free hotel rooms too?
Sent from my N5 cell phone telephone....

kj2112 said:
I bet you get free hotel rooms too?
Sent from my N5 cell phone telephone....
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No free hotel rooms yet. But I'm working on it. That's what they get for messing with a retired Bill Collector.
Sent from my XT1053 using Tapatalk

overthatscreen said:
No free hotel rooms yet. But I'm working on it. That's what they get for messing with a retired Bill Collector.
Sent from my XT1053 using Tapatalk
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You tell em........I'm sure your trouble was "worth" 200+ bucks.
Way to keep the general prices up for everyone else. It was free to you, but the rest of the world now has to pay for you "teaching them a lesson"
Sent from non rooted motoX :'(

Of course it's teaching them a lesson. I paid a fair price for a phone that should have came in a better condition than that. If it was to be fair, they should've allowed me to use the flawed Bitcoin payment in exchange for the phone.
But if you're up for paying for an item only to receive it with flaws that's you're own choice. I have a few junk cars that you might be interested in.
And from a real consumers point of view. I don't mind paying good money for a good product. But if you think I would let you pull a fast one on me, you are in for a world of hurt.
And by the way, you may have already paid the price by not standing up for yourself and allowing companies to push you around to make a profit. I'm just not gullible enough to allow that. I was just hoping to help anyone else who has had a fast one pulled on them.
Sent from my XT1053 using Tapatalk

You must be a treat to deal with in stores at the returns desk. Wow! Lol
Sent from my N5 cell phone telephone....

kj2112 said:
You must be a treat to deal with in stores at the returns desk. Wow! Lol
Sent from my N5 cell phone telephone....
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I actually don't return items too often unless it doesn't work as suggested. But if you like being ripped off, by all means go for it.
Sent from my XT1053 using Tapatalk

overthatscreen said:
Of course it's teaching them a lesson. I paid a fair price for a phone that should have came in a better condition than that. If it was to be fair, they should've allowed me to use the flawed Bitcoin payment in exchange for the phone.
But if you're up for paying for an item only to receive it with flaws that's you're own choice. I have a few junk cars that you might be interested in.
And from a real consumers point of view. I don't mind paying good money for a good product. But if you think I would let you pull a fast one on me, you are in for a world of hurt.
And by the way, you may have already paid the price by not standing up for yourself and allowing companies to push you around to make a profit. I'm just not gullible enough to allow that. I was just hoping to help anyone else who has had a fast one pulled on them.
Sent from my XT1053 using Tapatalk
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You and I share the same philosophy. If I pay good money (or any money) for a product, it better be FLAWLESS otherwise you bet your a$$ I'm going to raise hell and keep exchanging until I get what I want. I went through 5 HTC One X's in a 2 week period just trying to get a flawless one. Went through 4 Nexus 7s as well. The whole argument about people like you and I driving costs up is ridiculous and without any merit- if anything it's beneficial to everyone else because it lets manufacturers know that they are releasing defective products and they can't get away with it, and in a perfect world ultimately resulting in stricter quality control. People who are OK with keeping defective products are the ones who hurt the industry.
Sent from my Nexus 7 using XDA Premium 4 mobile app