Database Users

[q] Anyone order a replacement phone? How long did it take to receive?

Hey all, this is for those who had a defect with their first Nexus 4, and had to call Play Support and request a new one.
When you call in, you place the order while on the phone, they e-mail you while on the phone. How many days between that and actually receiving a notice that Google is shipping it out?
I placed a replacement order 4 days ago and have heard nothing since..
Just curious, and also might help others that are curious, thanks!

Considering that 4 days ago was a weekend, and they won't ship anything on weekends + 2-3 Business days to process your order, you will probably get shipping details on the 6th or 7th (could be tomorrow.)
And I don't think the DC knows whether your order was for a replacement or not since you had to order the replacement from the play store, so it might get shuffled behind those that have place orders ahead of you.
I was going to process a replacement (RMA/Shipping Label email is sitting unread in my Inbox); but decided to wait to see if others are experiencing the problem first. To find out its a mass issue or just related to my device.

I placed an order for an RMA unit Thursday night after calling Google and having the RMA link emailed to me. I received an email the following morning with a notice that the replacement phone had shipped and a tracking number was provided. The UPS tracking page just displayed a yellow box that says "A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated."
I just checked again and the yellow box with the above message is still there. I'm thinking that the tracking number should have updated information by Friday. Ideally, I'd like to have the new phone by then but at this rate I'll just be happy to have it by this time next week.

I ordered the replacement and received it 5 days later. Unluckily, I got a defected replacement and I have to called CSR again. Ordered 2nd replacement on Dec 2 and still waiting for taking number.

What email did you guys first get? The RMA email?
I placed one today and have only gotten an RMA email, nothing about a new phone being shipped...
They state it will be here 3-5 days, I leave the country saturday so I may be out of luck..
---------- Post added at 03:26 PM ---------- Previous post was at 03:23 PM ----------
sn0warmy said:
I placed an order for an RMA unit Thursday night after calling Google and having the RMA link emailed to me. I received an email the following morning with a notice that the replacement phone had shipped and a tracking number was provided. The UPS tracking page just displayed a yellow box that says "A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated."
I just checked again and the yellow box with the above message is still there. I'm thinking that the tracking number should have updated information by Friday. Ideally, I'd like to have the new phone by then but at this rate I'll just be happy to have it by this time next week.
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What shipping method did they use? Can you tell based on the tracking number

Ordered a replacement on Nov 28, 2012 4:20:48 PM PST
Received the RMA email.
Order confirmation email said Estimated Ship:Less than one week
No shippnig/tracking number email yet

ntt1409 said:
I ordered the replacement and received it 5 days later. Unluckily, I got a defected replacement and I have to called CSR again. Ordered 2nd replacement on Dec 2 and still waiting for taking number.
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Unfortunately, I'm already expecting the RMA unit to be defective as well. The more I read the more it appears these phones all seem to have at least 1 thing wrong with them.
jmejiaa said:
What email did you guys first get? The RMA email?
I placed one today and have only gotten an RMA email, nothing about a new phone being shipped...
They state it will be here 3-5 days, I leave the country saturday so I may be out of luck..
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Yeah, I'd be amazed if you receive the phone by Friday. I ordered my RMA unit last Thursday and don't even expect to receive it till next week.

sn0warmy said:
Unfortunately, I'm already expecting the RMA unit to be defective as well. The more I read the more it appears these phones all seem to have at least 1 thing wrong with them.
Yeah, I'd be amazed if you receive the phone by Friday. I ordered my RMA unit last Thursday and don't even expect to receive it till next week.
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Oh well, I may have to keep both and sell the extra when I get back then.
I'm sure the speaker noise will be there in the replacement...

So where do they pull these replacement orders from? Do they have a stash of Nexus 4's solely just for replacements separate from the regular orders?
And what's the guarantee the replacement unit won't be of the same "batch" and have the same issues?
Just curious because my earpiece is buzzing and I'm not sure if I should bother exchanging or not... You also lose out on the screen protector and have to get a new one.
---------- Post added at 07:35 AM ---------- Previous post was at 07:33 AM ----------
jmejiaa said:
Oh well, I may have to keep both and sell the extra when I get back then.
I'm sure the speaker noise will be there in the replacement...
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If you decide to keep both, will they add shipping and tax to the AUTH charge? Because if not, isn't this a sneaky way of getting a 2nd Nexus 4 for cheaper? Or likewise, a Nexus 4 way earlier than folks ordering normally?

Got mine in 5 days after ordering a replacement
Sent from my Nexus 4 using Tapatalk 2

Called on the 28th got confirmation on same day with all the links got shipping notification on the 30th, received it Tuesday the 4th very positive expirence.
also i sent a support thingy via the website didn't hear anything for 24hours so i just called and got everything instantly. so yeah if you need to RMA and want it fast just call and do it on the phone with the rep

called the night of 29th for RMA, got confirmation e-mail right away, but nothing since then....called google on 3rd and 4th dec, apparently it's still being processed...go figure. Not too happy right now.

zealtor said:
called the night of 29th for RMA, got confirmation e-mail right away, but nothing since then....called google on 3rd and 4th dec, apparently it's still being processed...go figure. Not too happy right now.
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We are in the same boat.
Ordered the night of 28th, got RMA and order confirmation email. No shipping email yet. I would like to receive the replacement asap since I have to return the device in 21 days. On the other hand, there is a chance that the replacement might be from a newer batch so I don't mind waiting.

onthecouchagain said:
So where do they pull these replacement orders from? Do they have a stash of Nexus 4's solely just for replacements separate from the regular orders?
And what's the guarantee the replacement unit won't be of the same "batch" and have the same issues?
Just curious because my earpiece is buzzing and I'm not sure if I should bother exchanging or not... You also lose out on the screen protector and have to get a new one.
If you decide to keep both, will they add shipping and tax to the AUTH charge? Because if not, isn't this a sneaky way of getting a 2nd Nexus 4 for cheaper? Or likewise, a Nexus 4 way earlier than folks ordering normally?
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Yes, they have a seperate stock for RMA's only. Which explains why they can be sent out right away.
There is no gaurantee that these replacements didn't come from the same batch at the defective units. In fact, more than likely they are the same batch. I remember when I RMA'd my Galaxy Nexus last year the rep told me that the RMA units are hand inspected to ensure there are no defects, which I believed at the time. But after all this N4 shipping craziness and lies I don't believe a word any of those people tell me.
As far as I'm aware they will only charge the "auth" amount in full if you fail to return the device. So for me the $349 charge will hit my card and I COULD turn around and sell the other phone if I wanted. However, I'm just going to send it back.
np231 said:
We are in the same boat.
Ordered the night of 28th, got RMA and order confirmation email. No shipping email yet. I would like to receive the replacement asap since I have to return the device in 21 days. On the other hand, there is a chance that the replacement might be from a newer batch so I don't mind waiting.
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Yeah, this makes me nervous as well. I ordered on the 29th and received my tracking number on the 30th. However, the tracking status is still just the yellow box saying a shipping label has been created as of 12/5. I'm afraid that I won't get the phone until I have like 1 day to return the defective unit within the 21 day period.
Time will tell I suppose.

Another person on the same boat. Called on the 28th forgot to click the link to reordered till the 1st. Still haven't receive any tracking info.

Ordered replacement on 28th and got a shipping notice just after midnight of the 30th. No movement on the tracking number even though I got a useless My Choice notification that it was going to be delivered yesterday. Nothing arrived . Awaiting a reply from my CSR.

tysj said:
Ordered replacement on 28th and got a shipping notice just after midnight of the 30th. No movement on the tracking number even though I got a useless My Choice notification that it was going to be delivered yesterday. Nothing arrived . Awaiting a reply from my CSR.
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Keep me posted. Looks like myself and others are in the same situation. Just about the same dates and everything.

Here's my complete experience with my first RMA...
I called them a few days after i received my N4 (i was a first batch buyer) and noticed on the back i had a crack and scratches, despite still having the back film on there, so i took the film off thinking that was scratched but it wasn't, it was the phone out of the box so i called Google on Wednesday before Thanksgiving, they couldn't match my imei so they sent it to a "higher up" and then i called again Monday because i had heard nothing and the CSR said the RMA was ready and i started the process on Monday afternoon! I got a shipping confirmation the next day at about 6 pm Tuesday, i clicked the tracking number and to my surprise, my phone was already in my state ready for delivery! I received the phone at about 7 pm Wednesday! Now my replacement had no scratches or anything, however, it had the fu**in deafening screeching sound when in a call so i called again this past Sunday and got another RMA set up...but this time i haven't gotten a shipping email yet, just a "ship within a week" notice! I don't mind it since i already have the device, but here's hoping it doesn't have the sound! If it does, ill milk the RMA until i get a device without that sound! Its unbearable! Anyways, that's my story!
Sent from my Google Nexus 4

OT
Hey Guys, This is gonna be a bit off topic, but don't take it wrong.. i am thinking about ordering this phone from germany (my friend does live here so he will order it then he will send it to me to slovakia),, but as i see this,, it's really not worth of it as i see dozens of problems with this phone,
So my question, IS it worth to get this phone with that so many problems?

11/29 - RMA order placed
11/30 - Confirmation email with UPS tracking number received. Email says that the phone will be delivered within 3-5 business days
11/30 - UPS Tracking page says, "A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated."
12/5 - UPS tracking page still says the above with no additional tracking info
Today is the 4th business day since receiving the email with the tracking number so I figure that there should definitely be at least an origin scan on the UPS tracking page by now. Since there does not appear to be an update to the tracking progress I decided to make some calls and see if anyone could shed light on where my RMA unit is. I called UPS first. They told me that the label has been printed but the seller (Google) still hasn't given them the phone to ship out. This was precisely what I figured the case was because Google has just been so fantastic about shipping these N4's out.
Then I decided to call Google for some sort of an explanation (optimistic, I know). I talked to a CSR who gave me the same BS others have been getting who also have the tracking number with no tracking updates. He said this situation is "very strange and rare" then said he would forwarded my issue to a "shipping specialist" (yeah right) and told me he would email me back within the next 2 days (again, yeah right).
So here I am with absolutely no idea where my replacement phone is. I suppose I could be worse off though since I already have an N4 in my possession. But now I just want one that isn't defective out of the box.

what to do when Google don't ship out RMA ?

Talk about getting screwed. I called in to get a replacement for my device two weeks ago and now I got one more weeks left to return this phone, but Google still have not shipped their device yet. I've contacted Google support like 3 times already, but no luck getting any info. They would send me a general email saying something like it would be shipped out in a timely manner and sometimes they would refer to my nexus 4 as the nexus 10 or the nexus 7. These people don't even read the emails they send out. Should I just send in my device to avoid the 21 days penalty? I'll be without a phone for until they shipped.

Try to contact them and explain your issue. If their shipping is delayed is not your fault so no penalty should be applied. Ask them!
Sent from my GT-I9300 using Tapatalk 2

I just had my order status for my RMA changed to pre-ordered, so I called Google Play support. It turns out the RMA's are now affected by back orders as well. So I explicitly asked the CSR about the 21 day window, he assured me that Google will not charge me if the replacement device has not shipped. He said if I am actually charged, not just a pending AUTH (which has already cleared) to just call up. He said he's never heard of it happening, they've been told by their supervisors that it won't happen, but IF it does happen they are to refund that charge.

I just contacted Google again. They said i will still be charged for the device if I don't return it within the 21 days even though they don't have a device to send out. This will be my last time I order from Google.

File a BBB report, notify your bank of the situation and give them your BBB complaint case number. Request that your bank decline further transactions from GOOGLE *Devices until further notice.

qpqpqp said:
I just contacted Google again. They said i will still be charged for the device if I don't return it within the 21 days even though they don't have a device to send out. This will be my last time I order from Google.
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makes sense to me your doing an RMA its a faulty device why hold on to it if its not working ?

noobdeagle said:
makes sense to me your doing an RMA its a faulty device why hold on to it if its not working ?
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Maybe the OP's phone still works better than no phone at all. Mine is deadlined, but the digitizer still works where I need it to for answering calls, and I can't go without until they decide to ship me a replacement phone.

Man I am sorry about your luck. I called Google for an RMA last night and my replacement was shipped this morning and the UPS tracking shows I will have it COB on Friday. I was actually surprised that it was shipped so quickly, as I thought there would be a delay because of the lack of stock units. I hope that you get this addressed with Google, there has to be some glitch on what is going on with your RMA.

gr8cop said:
Man I am sorry about your luck. I called Google for an RMA last night and my replacement was shipped this morning and the UPS tracking shows I will have it COB on Friday. I was actually surprised that it was shipped so quickly, as I thought there would be a delay because of the lack of stock units. I hope that you get this addressed with Google, there has to be some glitch on what is going on with your RMA.
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Jesus, this is the same **** the pulled with ordering the phone in the first place. I ordered my phone within the first minute, didn't get it for over a week, people ordering it 6 hours later got it in two days. I RMA a week ago, now it's preordered, you RMA last night and it ships today. Dufuq Google, this is some bull ****. Not to mention the OP now being told 'll be charged for the current device before the replacement ships.
Happy for you though.

USSENTERNCC1701E said:
Jesus, this is the same **** the pulled with ordering the phone in the first place. I ordered my phone within the first minute, didn't get it for over a week, people ordering it 6 hours later got it in two days. I RMA a week ago, now it's preordered, you RMA last night and it ships today. Dufuq Google, this is some bull ****. Not to mention the OP now being told 'll be charged for the current device before the replacement ships.
Happy for you though.
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I agree that it is bull. I don't know if it was the CSR that I talked to or what, but I just got confirmation that my replacement was delivered at my house (1 day earlier). I suggest that you continue to call them to see what is going on.

I had my RMA overnighted on 12/11
device not yet received
this is what tracking says
A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated.

gr8cop said:
I agree that it is bull. I don't know if it was the CSR that I talked to or what, but I just got confirmation that my replacement was delivered at my house (1 day earlier). I suggest that you continue to call them to see what is going on.
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I already called like 6 times and talk to 6 different people. They elk don't seem to care. I just don't know what else I can do.

This is what I just got.
Thank you for contacting us.
You have 21 days to return the original device not 21 days to*receive* the device. You can return the device if you have the RMA and shipping label. As for a replacement device, unfortunately they are on backorder and will not be shipped for 3-5 weeks. I apologize for the*inconvenience*and appreciate your patience.
If you have any other questions please feel free to reply back to this email.
I was assured they had separate stock for RMA, probably get a better service from someone that speaks a different language to me.
Sent from my Nexus 4 using xda premium

My Experience with Motorola Customer Support

I just want to sum up my experience with Motorola customer support.
First of all, the reason I was calling was because of the burn-in on my display. Here's how I went about dealing with it.
1. It was midnight last night, so I went to the Motorola support website and chatted with an associate. Included below is my conversation with a great representative named Chris.
[11:17:37 PM] Hi, my name is Christopher. How may I help you?
[11:17:47 PM] Christopher: Hello.
[11:17:57 PM] Brandon: Hi I'm experiencing screen burn in on my nexus 6. Can you assist me?
[11:18:22 PM] Christopher: I’m so sorry to hear that but let me help you on this. Nothing to worry I'm more than happy to assist you regarding this matter because here in Motorola we valued our customers concern.
May I have your best phone number and email address please?
[11:20:26 PM] Christopher: Is there any Physical injury on your end?
[11:20:37 PM] Brandon: (my #)
[11:20:44 PM] Brandon: (my email)
[11:21:14 PM] Brandon: The navigation buttons, navigation bar, and status bar have left footprints on the screen.
[11:21:26 PM] Christopher: I see.
[11:22:12 PM] Christopher: Is there any body injury?
[11:22:18 PM] Christopher: And property injury?
[11:22:46 PM] Brandon: No burn in has nothing to do with heat. It has to do with the quality of the screen.
[11:23:01 PM] Christopher: I see.
[11:23:28 PM] Christopher: Thanks if that would be the only issue.
[11:23:51 PM] Christopher: What seems to be the issue on your screen?
[11:25:21 PM] Brandon: http://m.youtube.com/watch?v=zKAWr9PjWjw (link to Erica Griffin's burn-in video (doubt he watched it))
[11:25:30 PM] Brandon: That's a video explaining what's going on.
[11:27:32 PM] Christopher: I see.
[11:27:47 PM] Christopher: When did this happen?
[11:28:35 PM] Brandon: Started 2 days ago. Have had the device for about 2 weeks.
[11:29:02 PM] Christopher: I see, just a second here.
[11:30:40 PM] Christopher: Thanks for waiting.
[11:31:34 PM] Christopher: What I'm going to do here is to offer you a call back tomorrow, is that would be okay since we need to escalate this issue to our Higher Support. How's that sound to you?
[11:32:53 PM] Brandon: That sounds great.
[11:32:59 PM] Christopher: Good.
[11:32:59 PM] Brandon: Thank you so much.
[11:33:23 PM] Christopher: May I know your best call back number and email address that we can send you updates?
[11:33:34 PM] Brandon: (my #)
[11:33:42 PM] Brandon: (my email)
[11:33:44 PM] Christopher: Thanks.
[11:34:00 PM] Christopher: How about the IMEI of your device and your carrier at this moment?
[11:34:54 PM] Brandon: Give me one moment to get that information
[11:35:04 PM] Christopher: Sure thing.
[11:35:47 PM] Brandon: (IMEI) on Verizon Wireless
[11:36:09 PM] Christopher: Thanks for that.
[11:36:18 PM] Christopher: How about your Shipping Address?
[11:36:56 PM] Brandon: (My address)
[11:37:14 PM] Christopher: Thanks Bramdon.
[11:37:20 PM] Christopher: *Brandon
[11:37:25 PM] Christopher: Is there would be anything else?
[11:37:48 PM] Brandon: About the phone?
[11:38:13 PM] Christopher: Yes.
[11:38:24 PM] Christopher: Do you have more questions?
[11:38:34 PM] Brandon: No that's it. About what time tomorrow will I be receiving a call?
[11:38:55 PM] Christopher: How about your best call back number?
[11:39:07 PM] Christopher: Expect a call back around 8am tomorrow CST.
[11:39:13 PM] Brandon: I sent you that...(my #)
[11:39:43 PM] Christopher: What I mean is the call back time? Sorry it's my bad.
[11:40:03 PM] Brandon: Oh. 8am is great.
[11:40:15 PM] Christopher: Ok.
[11:40:34 PM] Christopher: Are we all set here now Brandon, I'm so sorry again about what happen to your phone.
[11:40:43 PM] Christopher: And just to compensate the inconvenience I can send you 10% discount coupon code for future purchase. How's that sound to you? (At this point, I'm like WHAAAATTTT)
[11:40:46 PM] Brandon: Yes thank you.
[11:40:58 PM] Brandon: That sounds great. Thanks so much.
[11:41:20 PM] Christopher: Welcome Brandon, it's been my pleasure to help you.
[11:41:28 PM] Christopher: One last thing, Please take time to answer a SHORT SURVEY after this chat session for the service that I rendered today. Your feedback is very important to us. Thank you. Once again, my name is Chris.
[11:41:36 PM] Christopher: Thanks in advance Brandon.
[11:41:43 PM] Christopher: Have a nice day to you.
[11:41:48 PM] Brandon: Thanks Chris. Hope to hear from you tomorrow!
[11:41:54 PM] Christopher: And advance happy Holiday.
[11:41:56 PM] Christopher: (Smiley)
[11:42:06 PM] Christopher: Sure no need to worry Brandon.
[11:42:18 PM] Christopher: Thanks in advance! Kindly click the disconnect button on our chat session to end it if you do not have any other concerns with us. If in case you need further assistance, chat with us again or call us at 1800 734 5870. We are open Mon-Fri 7AM-10PM and Sat-Sun 9AM-6PM CST (for troubleshooting and assistance with on-hand devices) to assist you with your concerns. Some departments are close during weekends and holidays. Thank you for choosing Motorola! Have a wonderful day!
[11:42:53 PM] 'Brandon' disconnected ('Concluded by End-user').
So anyways, really nice guy. And a 10% off coupon ain't bad (hello extra turbo charger??)
Then I go to sleep.
Alright now for part 2.
2. 9:15 o'clock EST. No phone call. I think to myself, "Okay, no big deal, I'll just call."
So I get connected with some lady on level 1 support, I explain my problem, she has no clue what's going on, and transfers me to level 2.
I get paired up with a guy named Neil. I explain my problem to him and he understands sort of. So he takes my information, bla bla bla, and just like that, he says that he will be shipping out a new device to me and it will leave the warehouse in 4-5 days.
I say okay, my screen burn-in will get worse, but h*** with it, I'm getting a new phone.
THEN he asks me what I want as my free accessory. I immediately say "Ummmmm, what?"
He says, "Since your device has inconvenienced you like this, we would like to compensate you. There are no cases available for the Nexus through Motorola, so how about the SOL Republic Jax In-ear headphones?" *Looks up the headphones on moto's site*
Hold on, $40 headphones? WHAT IS THIS??
I ask for the black ones as my first choice and the crimson as my second.
We finish the conversation and hang up. He then sends me the order comfirmation, etc.
3. Later today.
I open up my email to find the fedex tracking information.
Guys.
The shipping is overnight. It'll be here by 10:30 am tomorrow.
The End.
So, all in all, Motorola has the best customer support I've seen in a long time. It's not every day where you get free (and nice) stuff for calling someone to replace something.
Thank you, Motorola. I will continue to be a loyal customer to you for a long time (I have a Moto 360, a Nexus 6, and my OG Droid still. My dad owns a Droid Turbo and 4 turbo chargers).
I'll upload the pictures of everything tomorrow for proof.
Edit: Just got the phone. Blown away by what I got.
Also, if you stuck around to read all of this, props to you.

Nice! Sounds like you had some great reps. I'm hoping everyone has a good experience like you.
I'm personally going to buy from GPE. It would be nice if they had (good!) accessories so they could compensate customers if anything like this happens.
Props to Motorola!

Just got my NEW phone
It's literally brand new. New in the box, turbo charger, everything.
ANNNNNDDDDD the top of the screen has a purple tint. Awesome. On the phone again.

if only they offered moral support for the disaster known as the droid bionic... that alone made me almost not want to buy the nexus 6...

Bassdj427 said:
It's literally brand new. New in the box, turbo charger, everything.
ANNNNNDDDDD the top of the screen has a purple tint. Awesome. On the phone again.
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That's a relief for me. My replacement is on its way as well, though I haven't gotten a shipping notice. My ambient display doesn't work, and I'm within the return period. 2 different reps assured me that the phone I'll be getting hasn't been activated, that they are phones that had packaging damages, etc, returned from carriers. I''ll be stuck with whatever they send, but I'm sure hoping I get what you got.........

Ocelot13 said:
if only they offered moral support for the disaster known as the droid bionic... that alone made me almost not want to buy the nexus 6...
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LOL my dad had the bionic....I know how you feel.
gmermel said:
That's a relief for me. My replacement is on its way as well, though I haven't gotten a shipping notice. My ambient display doesn't work, and I'm within the return period. 2 different reps assured me that the phone I'll be getting hasn't been activated, that they are phones that had packaging damages, etc, returned from carriers. I''ll be stuck with whatever they send, but I'm sure hoping I get what you got.........
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I'm sending the replacement back because it's defective as well. Hey, I got a free turbo charger though. Overnighted it back to them and now getting a new device hopefully Friday.

Bassdj427 said:
LOL my dad had the bionic....I know how you feel.
I'm sending the replacement back because it's defective as well. Hey, I got a free turbo charger though. Overnighted it back to them and now getting a new device hopefully Friday.
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What's wrong this time?

gmermel said:
What's wrong this time?
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The top half of the screen had a noticeable purple tint. Sent back.

Bassdj427 said:
The top half of the screen had a noticeable purple tint. Sent back.
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lucky you. I have been waiting for an RMA from Moto for 4 weeks now.

joderme said:
lucky you. I have been waiting for an RMA from Moto for 4 weeks now.
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Did you purchase through Motorola? Also did they say to you that it would take 4 business days to ship to you?

joderme said:
lucky you. I have been waiting for an RMA from Moto for 4 weeks now.
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That's unfortunate, man! I'm sorry to hear that.

I would buy through them if they actually ever had stock.
Sent from another Nexus..
5...

maconsultant said:
I would buy through them if they actually ever had stock.
Sent from another Nexus..
5...
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The 32GB versions of both colors were pretty much on sale all day the 11th

I had a 32gb I bought @ launch and returned it because I need more space. I have 2 64gbs on order from T-Mobile and GPS, but I'd cancel for that extra $100 off but they seems to never have stock.. Or @ least when I check..
Sent from another Nexus..
5...

That's awesome!
------------------------<SiG>------------------------
Custom ROM for my house phone? why not?

maconsultant said:
I had a 32gb I bought @ launch and returned it because I need more space. I have 2 64gbs on order from T-Mobile and GPS, but I'd cancel for that extra $100 off but they seems to never have stock.. Or @ least when I check..
Sent from another Nexus..
5...
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$100 off does not apply to Nexus 6

Figures.. Thanks..
Sent from another Nexus..
5...

venturizhou said:
Did you purchase through Motorola? Also did they say to you that it would take 4 business days to ship to you?
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I did. They did not give me an estimated time frame to ship...

joderme said:
I did. They did not give me an estimated time frame to ship...
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Interesting, for me they basically just placed a hold on my card I think it was $557, send a unit out to me. Once I receive the device they sent me I send my defective one back and the hold is released.

Motorola Customer Service has been fantastic. I placed my RMA request 12/16 around 9PM, they shipped it out today and it should be here on 12/22 so very quick turn around. Here's to hoping that there are no screen issues. :fingers-crossed:

Moto X returns, worst customer service.

Hi, I requested a refund for my Moto X and received a return label on the December 29, sent the phone by UPS and the received it on the December 30, it took until the January 9 for them just to process in the system so they can refund the money. I called customer service and they told me its going to take another 5-10 business days just to receive the refund. This is the worst customer service I have seen. Does anyone had good experience with them?

Seems pretty standard for an online purchase to me. Keep in mind they are probably dealing with more than usual due to the holiday season. I buy crap online all the time and on the rare occasion I have to return something, 2 weeks is pretty much the standard time frame to get the credit but sometimes it takes a little longer. Nothing out of the ordinary here. Amazon would be the sole exception. They usually get refunds credited back in under a week.
I've dealt with Motorola's customer service on more than one occasion and have had nothing but positive experiences.

_MetalHead_ said:
Seems pretty standard for an online purchase to me. Keep in mind they are probably dealing with more than usual due to the holiday season. I buy crap online all the time and on the rare occasion I have to return something, 2 weeks is pretty much the standard time frame to get the credit but sometimes it takes a little longer. Nothing out of the ordinary here. Amazon would be the sole exception. They usually get refunds credited back in under a week.
I've dealt with Motorola's customer service on more than one occasion and have had nothing but positive experiences.
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Yes that's why I tell people if YOU can try buying your products in stores with cash. That way any issue or you not liking the product you get will either get a swap right then and there and you can check it before you walk out the store or get your money back right then and there boom done deal...

5-10 business days is the standard time limit for a card transaction refund to get processed through the provider, IIRC. You could well get the refund in less time.

You'll be very lucky if you do get it in 5-10 business days. When I ordered my first one, I got it for ATT by mistake and it took a month and a half to get my money back from Motorola. There are tons of stories on how bad their $$ department is. I just finally got mine from ATT and called it a day.

samomamo said:
Hi, I requested a refund for my Moto X and received a return label on the December 29, sent the phone by UPS and the received it on the December 30, it took until the January 9 for them just to process in the system so they can refund the money. I called customer service and they told me its going to take another 5-10 business days just to receive the refund. This is the worst customer service I have seen. Does anyone had good experience with them?
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Let me know how it goes for you! They received my Moto X December 15th and I still haven't been refunded. After talking to multiple people I have heard different stories. Someone said Moto Can't refund me since I didn't buy the phone from them (I did). Another said they refunded me already, supposedly before I even STARTED the process. Today a manager said that they already did everything on there end and it was Motorola credit who needs to refund me now, but after talking to them they said they haven't received the refund authorization from Motorola, and I should give it ANOTHER month...
I love Moto products, but I will never buy anything from the website again, its all local or Amazon for me now.

if you ship anything back to Motorola, you can hand it to a Fedex/kinko's employee to get a receipt with a tracking number. You'd be a fool not to do this. if i'd skipped that step i'd be screwed right now. Here's why:
i called motorola on the 2nd of january to ask if i could wait until my second replacement phone arrived (on the 3rd) to ship them both back at once. they said this would me fine and that i had nothing to worry about.
then i recieved this email on the 6th.
>>
Dear [removed by me],
Your malfunctioning phone still has not arrived at our Moto Care service center.Please use the pre-paid label that arrived with your replacement phone and ship back to us ASAP to avoid being charged for the replacement phone.This is the final reminder before you're charged the amount of the your security deposit + applicable taxes. If you're having trouble sendingyour phone, please contact us at (800) 734-5870 Monday- Friday from 7AM-10PM, Saturday- Sunday 9AM-6PM CT.
Serial Number: [removed by me]
Thank you,
Your Moto Care Team
Note: A robot sent this, so please DO NOT REPLY. Instead, use the contact information provided above.
<<
so i called, and in my case i had returned two phones, so i gave them two tracking numbers. the lady informed me that my phones were both received on the 5th and that the email was a mistake and i would not be charged.
-but then on the 11th, i received this:
>>
Dear [removed by me],
Hello. Since we did not receive your malfunctioning phone at our Moto Care service center within the allowable time period,You will see this charge on an upcoming credit card statement. Please do not attempt to return your malfunctioning phone at this time.If you have any questions please give us a call at 800-734-5870 Monday - Friday from 7AM-10PM, Saturday - Sunday 9AM-6PM CT.
Serial Number: [removed by me]
Thank you,
Your Moto Care Team
A robot sent this, so please DO NOT REPLY. Instead, use the contact information provided above
<<
there was no amount on the email, it just said i "will see this charge".
so angry, i called back to get an idiot that couldn't understand english, said "what" constantly and made me repeat everything to the point that the people around me could not stop laughing... so i hung up and called back. the second guy was much better. definately Indian, but that's fine as long as we can understand each other. he said Motorola had one of my two returned Moto x 2014's marked as a Moto G. He corrected that for me and then yesterday, the 12th, i received this email, twice:
>>
Dear [removed by me],
Good news! Your device has arrived safely and is in our hands. We hope you are enjoying your replacement device.
If you need any help or have questions, give us a call. We're standing by at 800-734-5870 Monday - Friday from 7AM-10PM, Saturday - Sunday 9AM-6PM CT.
Serial Number : [removed by me]
Motorola Tracking Number (RMA) : [removed by me]
Best Regards,
Your Moto Care Team
Note - A robot sent this, so please DO NOT REPLY. Instead, use the contact information provided.
<<
my credit card statement is a weird mix of motorola charges and refunds right now.
01/13/2015 MOTOROLA MOBILITY LLC Merchandise -$696.88
01/13/2015 MOTOROLA MOBILITY LLC Merchandise $136.56
01/13/2015 MOTOROLA MOBILITY LLC Merchandise $136.56
01/12/2015 MOTOROLA MOBILITY LLC Merchandise $546.25
^all those show as pending, and I'm still waiting to see how this plays out. something will change. the way that reads i've only been charged $121 total for the two replacements.
without that tracking number though, i'd be in a world of hurt since they mislabeled my returned phone as a moto G.
---------- Post added at 09:07 PM ---------- Previous post was at 08:54 PM ----------
draco259 said:
They received my Moto X December 15th and I still haven't been refunded........after talking to them they said they haven't received the refund authorization from Motorola, and I should give it ANOTHER month...
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you definitely should not give it another month. at a minimum you should contact your credit card company and at least discuss this with them so there is a record of your problem. personally if i were waiting for a refund that long i would have my credit card company get my money back. last time i had a similar issue, it was with a bum seller on amazon, and i was told to wait to file a dispute. i don't like waiting for idiots, so i called Chase and got my money back in about 5 minutes.

rob342 said:
you definitely should not give it another month. at a minimum you should contact your credit card company and at least discuss this with them so there is a record of your problem. personally if i were waiting for a refund that long i would have my credit card company get my money back. last time i had a similar issue, it was with a bum seller on amazon, and i was told to wait to file a dispute. i don't like waiting for idiots, so i called Chase and got my money back in about 5 minutes.
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I would, but it is through their credit service, so they don't seem to crazy about doing anything on their end. As of now I have not made any payments on it though, and informed them that I wont, since I haven't had the phone in my hand since the first week of December. They now admit that they have the phone, but still wont tell me anything about the status of the return.

I returned my Moto X last week. Never got an e-mail saying that received it (they did though, per FedEX tracking). Hopefully this **** doesn't take forever. I plan on calling Monday and seeing whats what. Too bad I used their CC to purchase it, but I imagine the bank the card is issued through could help it things get out of hand (well, hopefully).

Mes3 said:
I returned my Moto X last week. Never got an e-mail saying that received it (they did though, per FedEX tracking). Hopefully this **** doesn't take forever. I plan on calling Monday and seeing whats what. Too bad I used their CC to purchase it, but I imagine the bank the card is issued through could help it things get out of hand (well, hopefully).
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might be in for ride, I returned my Moto X 2014 back in Nov. and they received it on Nov. 26th and it took until Jan 4th to get my refund, it was a total cluster F***

2003vstrom said:
might be in for ride, I returned my Moto X 2014 back in Nov. and they received it on Nov. 26th and it took until Jan 4th to get my refund, it was a total cluster F***
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The lady on the phone when I did the RMA said it could take 3-4 weeks. I talked to an agent online and they said it was already processed. Buuuut no refund has been posted. So, who knows. Its hard to believe their CS is this terrible/slow.

I think people can be passive in till it happens to them then let the flames post fly!
For me to be able to order a great phone, design it on Moto Maker, wait with excitement and in a week have a great phone and a pretty amazing customer experience!
But for me I was sent 2 phone instead of one so I had to return one and then I had a screen glass break a few weeks later and they made a new Moto X then I had to return the broken one. Both returns just as bad as the other.
What is frustrating is you dealing with a state of the art process on the design, build and buy process. But the return, customer support return process is a mess.
3rd party out of country call centers make the returns a train wreck, agents have zero common sense, lack the ability of problem solving and just have no real thought process.
When I get to other departments in US I am treated OK and follow up is good.
Motorola cant learn from Amazon! Had a return and Amazon had a UPS driver to my house next day with a return label ready, advance the credit before they even got the item back and follow up one they have the item.
Take care of your customers and the customers stay loyal to the brand.
That is why Amazon is Amazon.

T&C said:
3rd party out of country call centers make the returns a train wreck, agents have zero common sense, lack the ability of problem solving and just have no real thought process.
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This is so true. I had to do an exchange of a device I purchased with a Cyber Monday code due to a leather back adhesive issue. First the Indian rep told me the return policy was 14 business days, which of course it is not. Then she insisted there was no way to do an exchange for the same price since the code had expired. I pointed out on their website they have the instructions for a secured exchange but she said it would not work because of the code.
So I asked for someone in the US and was transferred. Of course they could do the exchange at the Cyber Monday price.
T&C said:
When I get to other departments in US I am treated OK and follow up is good.
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Yeah, you have to ask to be transferred to the US reps.

JulesJam said:
So I asked for someone in the US and was transferred. Of course they could do the exchange at the Cyber Monday price.
Yeah, you have to ask to be transferred to the US reps.
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i did not know we could ask to be transferred. my god dealing with overseas reps is a nightmare.
if its not on the script that they read they do not know what to do.

gammite said:
i did not know we could ask to be transferred. my god dealing with overseas reps is a nightmare.
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Ask if you can speak to someone in a higher level of customer care - they transfer you to the US.

JulesJam said:
Ask if you can speak to someone in a higher level of customer care - they transfer you to the US.
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my 85th call to customer care just was answered by a white lady in wisconsin. she was very nice and easy to deal with.
but back to reality.. i can't even begin to explain how much i hate calling these people. now that i've finally been emailed that i'll be credited, it's for the wrong amount.
they say 3-5 days to get my money back, now 7 days later, they send me this:
>>
Hello Robert
Thank you for contact Motorola in regards to your refund for in the amount of 409.69 We apologize for any inconvenience this has caused.
Your case has been submitted to our financial department. As soon as we have a resolution we will contact you with a confirmation email.
Should you have any questions or need any further assistance, please reply to this email or call us at 800-734-5870 . If calling please mention your incident number.
<<
that WOULD be great, but they dont need to refund me $409. they owe me $546. not to mention that's 546 i just paid interest on because my credit card statement was issued on the 28th. and i've been arguing about this since december now.
i'm like the easiest going happy go lucky care free person you'll ever meet, unless you're like these mototards. next time i break a phone i'm buying a screen online and fixing it myself. i don't even care if it costs more than having them fix it. it'll be faster and far less effort than dealing with these people.
i would advise anyone with a broken screen to send their phone in and wait instead of doing the "advanced replacement option" -they suck. there's just too many people involved in too many different countries to make it a smooth and painless process.

rob342 said:
i would advise anyone with a broken screen to send their phone in and wait instead of doing the "advanced replacement option" -they suck. there's just too many people involved in too many different countries to make it a smooth and painless process.
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My experience was just the opposite of yours. I mailed back my Moto X 2014 with the messed up leather back on day 10 and by day 15 I received a credit.

JulesJam said:
My experience was just the opposite of yours. I mailed back my Moto X 2014 with the messed up leather back on day 10 and by day 15 I received a credit.
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well I must admit, i'm a bit jealous.
i received this email today, and now i dont know if im getting the $406, or the $136, or hopefully both, as that's the amount they owe me. if they can't figure it out by friday i'm just calling capital one to get my money refunded. i LOVE the phone, but definitely not the customer service. i've wasted hours on a simple credit that was supposed to happen automatically.
>>
Hello Robert
Thank you for contact Motorola in regards to your refund for in the amount of 136.56 We apologize for any inconvenience this has caused.
Your case has been submitted to our financial department. As soon as we have a resolution we will contact you with a confirmation email.
Should you have any questions or need any further assistance, please reply to this email or call us at 800-734-5870 . If calling please mention your incident number.
Thank you for contacting Motorola and have a wonderful day!
Sincerely,
xxxxx
Order Administration Liaison
<<<<
-which was their response to my telling them that the refund amount they listed is wrong in my message below
>>>>
Customer By Email (Robert xxxxxxx) 01/31/2015 05:26 PM
Hello xxxx.
I’ve already been charged 136.56 twice, which is correct since I have returned two broken phones.
The other charge of $546.25 is what the refund amount should be. $546.25, not $409.69.
If you only refund the 409, that would mean I paid the 136.56 three times instead of twice.
I have included a screenshot of my capital one statement so you can see the three charges that have posted to my credit card account.
please let me know if you need any additional
information from me.
sincerely,
robert xxxxxxx
708.xxxxxxxx
==================== image File Attachment ====================
Capture2.JPG, 98249 bytes, Added to incident

i took it up with my credit card company now. it's been over a month and a half trying to deal with motorola. my credit card company thanked me for my detailed record keeping and i got my refund instantly. i kinda feel like a **** because i REALLY LIKE motorola, but in the end it's my money they're playing games with. i'm nice, but im not a fool. i'm not going to pay interest on $546 two months in a row. they also refunded the $19 interest charge.
again this all started because they mistakingly marked my returned bamboo moto x as a moto g. ever since i been getting passed around from department to department.

Google failed to deliver my Pixel XL and provided no help at all besides a refund.

Story Time:
I ordered the Google Pixel XL 128GB (Quite Black) from the official Google Store online on April 25, 2017. The free shipping option put the device being delivered in the May 11 - May 15th window. I was okay with this as I was taking an international flight on May 16th and figured I would have the device by then. Shortly after my order on April 27th, 2017 I received an email stating that my device has been shipped and expected to arrive between May 11 - 15. This email provided a FedEx tracking number, which I closely monitored every day.
I watched as my phone slowly made it's way from Carol Stream, IL to Los Angeles, CA. Each day inching it's way across the country. It finally reached the FedEx facility in Los Angeles on May 3rd, 2017 at 4:42AM. I was pretty excited to see that it was probably going to arrive much sooner than stated. That was until I saw a status update on the tracking that simply stated "Delivery Exception - Future Delivery Requested". What? I didn't understand what this meant so I called FedEx on May 4th, 2017 and the gentleman on the phone told me he would check with the LA facility and ask them about the package. After a brief 10 minutes hold, he came back and told me that delivery exception means the delivery hub was busy and the package would be out for delivery that day (May 4th) by the end of the day.
I was satisfied and went along with my day only to find out by the end of the day that a delivery attempt was not made. May 4th came and went. May 5th came and went. No updates on FedEx tracking, and no attempted deliveries (I was home waiting for the delivery). I decided to be patient and wait until Monday morning to see if there was some update on the FedEx tracking. There wasn't.
I called FedEx first thing Monday morning and asked for some new info on my package. After being placed on another brief 10 minutes hold, I was told again that the package would be out for delivery by end of day and the rep asked me for the cell phone number of the delivery address so the driver has it. I provided it and again went along with the day waiting for delivery.
That was until I later refreshed the FedEx tracking and find this gem: 5/08/2017 - Monday 10:34 am Returning package to shipper
LOS ANGELES, CA Shipper requested shipment to be returned - Unable to deliver shipment - Returning to shipper
Okay. So I called FedEx again and asked another rep what happened and he dug a littler deeper for me and found out that a woman by the name of Donna from Ingram Micro made a request for the package to be returned to the shipper on the morning of May 5th, 2017 (this status was not listed in the tracking website). I asked FedEx for any contact info for this Donna at Ingram Micro and he couldn't help me. I set out on my own to dig for the info I needed and ended up finding a phone number for Ingram Micro support. I called and naively asked for Donna and was met with confusion. I told the rep about my issues but she was less than willing to help me out because I was not from Google. So I asked her kindly if she had some contact info at Google since it is nearly impossible to find a proper phone number online for support (even after you spend almost $1,000 on a phone). She was able to supply me with a phone number and I thanked her and went with it.
I called the number and reached a very friendly rep at Google and explained my situation (that the phone was being returned to the shipper and I saw no chance of it being re-delivered on time). She was caring and expressed her apologies but told me she is with the Google Play Store support but that she could transfer me to the Google Hardware Store people. I waited on the line for about 15 minutes before being introduced to a first level support for the Google Hardware Store. Again I explained my situation and the rep was looking at the FedEx info and told me "Sir, if you look, you can see it should be delivered by May 9th, 2017." I explained calmly to him that that is the expected date for the device to return to the shipper, not me. He didn't quite understand what was happening and he offered to call FedEx and ask them what happened. I waited for about 20 minutes and he came back and told me that FedEx didn't have any more info for him than what was on the tracking log.
He told me I should be patient and that he was confident that the device would arrive on time to me. I knew better and kindly asked him to speak to a manager to explain this more. He hooked me up with his supervisor and I went on explaining it to him as well. He was able to finally understand that the device was being returned without even one attempt to deliver it to me. He said there was nothing he could do until the device reached it's destination. He said his system would not allow him to cancel the order/ship a new device, etc. until it was no longer "in transit". He told me he would make a case number for me and put it on high priority and after the expected date of the devices return to Ingram Micro (listed as May 9th) he can help me get it straight and even ship a new device with the fastest shipping possible. He told me they would call me on May 10th and check the case with me.
They did call me today and I again received the same first level support that didn't understand the situation in the first place. He AGAIN told me that the device says it will be delivered (now somehow updated to May 12th (back to the shipper of course)) on time. I told him again to please go over the tracking log with me and pay attention to the part that says that the shipper requested the package to be returned back to them. He told me he understood now and he would check with Ingram Micro/Google Shipping and find out what happened. He called me back about 2 hours later and said he confirmed that the device was heading back to the shipping company and he will transfer me to the Google Shipping department to have them help me out.
- This story is almost over if you are still with me -
I was connected with the shipping department and the rep there told me he confirmed that it was on the way back to the shipper and he could go ahead and start a refund for me. I informed him that I did not want a refund right now and I just want the device to be delivered by May 15th as promised and to please figure out a way to send me another one with express shipping since they already know the original one was on the way back. He tried telling me that it was undeliverable and that his "security system" would not allow him to place another device in shipping until this one was back. I actually only now started to lose my patience. I told him how unfair this was. He made the mistake of informing me that if the device was lost in transit or even stolen, then he could then authorize another one to be shipped out.
I explained to him that this really was not logical that they now know for sure they are getting the device back and still won't ship another one. I ended up getting absolutely nowhere with this guy and he offered me the great deal of initiating a refund for me. He offered it like it was some kind of compensation. To be refunded for a device that I paid for and did not get... this was too good for me to pass up, so I took him up on his offer and agreed to the refund and expressed my deep feelings of frustration to him. At this point, I am not sure I will ever order another Google device from the Google store. I love Google. I always have. This was an incredibly disappointing experience and I have no idea what phone I am going to buy now since I had my heart completely set on this device.
TLDR; I ordered a $1,000 Pixel XL. The shipping company made some error and had it sent back to them before even attempting to deliver to me. Google support was hard to reach and offered no help except for a refund. Thanks Google.

To be honest seems to me you're just *****ing the ***** yes you didn't get your device but you got your money back so you weren't ****ed. To be honest I don't understand the point of this post besides the ***** moan and complain

kitila said:
To be honest I don't understand the point of this post besides the ***** moan and complain
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What's wrong with that?
Have a little empathy, sheesh.
Sorry to hear about the suck experience you had getting with NOT getting your phone.

kitila said:
To be honest seems to me you're just *****ing the ***** yes you didn't get your device but you got your money back so you weren't ****ed. To be honest I don't understand the point of this post besides the ***** moan and complain
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If that is all you got out of that story, then you are just as bad as Google was during this whole ordeal.

Man I am really sorry that this happened to you!

That sucks. Mine was way over a month so I cancelled it and ordered from project fi. Got to my house in 3 days. And it comes from the exact same place.

Great read. It must have taken you a lot of time so thank you for the effort. I think you need to find a supervisor that will credit you for at least $100. Then buy another one and have them ship free expedited. Good luck. The device is worth it.
Sent from my Pixel using XDA-Developers Legacy app

Post best left for reddit.
Package probably didnt have a phone in it.

parakleet said:
Post best left for reddit.
Package probably didnt have a phone in it.
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What kind of stupid responses are these?

Sad for you.
Had the nearly the same with my daydream. As soon as I saw sent back to deliverer I called Google. And they just asked if I want a refund or another device. But in my case they sent it out on the same day. Maybe because of the lower price.

Well at least you got your money back in a timely manner. Human error happens, I wouldn't hold it against Google. Just make sure you go ahead and get the Pixel XL because it's an amazing phone! Now, deep breath... LOL

So just take refund and order again, seems like the easiest option...