Database Users

RMA Process Length

For those of you that have RMA'd your tablets in the USA, how long did it take for you to get the tablet back? I have to ship mine from NJ to TX since it won't charge and I was wondering how long I'd be without it.
It'd be great if they were along the same time frame as my previous RMAs from Western Digital (next day, but CC needs to be provided), Motorola (3 days I believe), and Asurion was about 2-3 days on getting me a refurb OG droid and later a brand new Incredible.

I sent my TF for screen repair to the Texas center. They received my TF on June 13th and I received it back on July 1st. For the two weeks at the repair center it was "waiting for parts" Never again will I send my TF to Texas.

Ouch, that sucks. Hopefully mine will be quicker since its a charging issue!

I just sent mine in today to TX. I don't know if there's any other choice of repair center for this repair.

RMA time
I sent mine in for a power button issue and dust under the screen. Arrived at the repair place in Texas Friday, July 15th. It left the repair facility on Wednesday, July 20th via FedEx Ground with a new daughter board and a new LCD.
Problem is the WiFi didn't work when I got it back so it went back on their dime. They got it yesterday. I called today because the Asus website won't recognize the new RMA number. They said it was in "repairing" status. Hopefully I will have it back on Monday or Tuesday (FedEx Ground is a 1 day trip from Texas to where I am), which will mean I have been without the tablet for 2.5 weeks. Bit of a bummer for something so new, especially the part about it coming back with something broken that was working when I sent it to them.
I will say there was no creaking and no gap around the LCD.

i called to set up rma today(set up but i aint really committing) im trying to way my options. i have a little back light bleed and dust under the rear camera lens. i donno if its gonna be worth my time and money(i have to pay shipping there they pay for it back)
im in toronto and when i asked where the rma center is in ontario(so i could drop it my self) he told me it was in north bay...wtf thats hours away where little people live makes no sense. when i google to see where it is i get
Canada Facility
ASUS Canada Service Center
Attn: RMA Dept, RMA# CAA1
802 Cochrane Drive, Unit 2
Markham, ON L3R 8C9
which is very close to toronto
so i donno, im gonna have to call back get someone else and see whats up.

Just got mine back today. Shipped it two tuesdays ago. It sat there for 3 days on "waiting for response", so I escalated, then I got the payment form, then it sat there for 3 more days, so I escalated again, then they finally shipped it late last week.
I had to have the bezel replaced, which they did, and apparently some other parts as well because my back cover is new (I can tell because it had some scratches that were identifiable). It is the same "guts" however as my Prime 3.1 was still there and functioning.

sent mine out on the 21st due to an issue with the power button. The texas service center received it on the 25th and completed repairs and shipped it out yesterday. Should have it by Saturday at the earliest.

sent my dock in for a charging issue and they received on 7/14. Sat for a while waiting parts then receved an email yesterday that it was being fedex'd back. although the tracking number still not working when I try it. so hopefully back to me soon Mine also went to TX, and I am from NJ

They just emailed me back and said their average turnaround time is 1-2 weeks not including transit. Not the greatest, but not the worst. After owning the tf I'm starting to have a different opinion of asus.

Weird.
I checked this morning to see if they've received my TF (due to be delivered today). The status show "Ready for Shipping" back to me [email protected]#$? UPS still shows out-for-delivery. What's going on (no cross-ship deal arranged) ?

Mine says "Waiting for Customer Confirmation - Waiting for parts".
I've had no contact from them so I'm no idea what they want me to confirm.

starafire said:
sent my dock in for a charging issue and they received on 7/14. Sat for a while waiting parts then receved an email yesterday that it was being fedex'd back. although the tracking number still not working when I try it. so hopefully back to me soon Mine also went to TX, and I am from NJ
Click to expand...
Click to collapse
I got the same issue with the tracking number, it keeps coming back as invalid. I called Asus and was on the phone for about 30mins while they tried to figure out what was going on. After comparing and confirming the tracking number, they told me that they would have to call FedEx and find out where it exactly is.

I sent mine out on August 3rd from NJ via USPS 3 day shipping and it got to the repair center in Texas in two days. I just checked the Asus RMA tracker and it says that they're repairing my unit now, lets see how long the process takes until I get it back.

it looks like very product, so many repair and RMA request.
Sent from my GT-P1000 using Tapatalk

RMA turn-around times for most tech companies is 1-2 weeks. Distributors/re-sellers/etc. can have lower time due to existing inventory. Parts replacement is much more involved.

If you RMA a broken or dead HDD from Western Digital they will overnight you a new drive for free, provided you give them your CC# just in case you don't send the broken device back. I wish more companies would do that, it's an awesome strategy.

uk nexus replacement users with return shipping label problems.

Just trying to gauge what sort of a issue UK users are having with Google and getting them to send out a TNT label to send a faulty nexus. After a replacement has arrived.
My story started on the 23 of July. Phoned Google and sorted out a RMA and replacement to be sent to me. I got the replacement on the 24 of July. This is when it started to get a little interesting. In the email from Google it states. Shipping label will be included in the packaging. No label. So phoned Google. They said should be with me in 48hrs. Its now the 4 of august. And no label. Phoned them again and the woman I spoke to was rather snotty with me and told me that she could see on the system that they've told me several times that its on its way. I told her that I was a little worried that my 21 day period is getting shorter and shorter and she would be the same in my position. Having paid 400pound for one working and one faulty nexus!!!
Who else is having a issue?

No shipping label
charliemiddleton said:
Just trying to gauge what sort of a issue UK users are having with Google and getting them to send out a TNT label to send a faulty nexus. After a replacement has arrived.
My story started on the 23 of July. Phoned Google and sorted out a RMA and replacement to be sent to me. I got the replacement on the 24 of July. This is when it started to get a little interesting. In the email from Google it states. Shipping label will be included in the packaging. No label. So phoned Google. They said should be with me in 48hrs. Its now the 4 of august. And no label. Phoned them again and the woman I spoke to was rather snotty with me and told me that she could see on the system that they've told me several times that its on its way. I told her that I was a little worried that my 21 day period is getting shorter and shorter and she would be the same in my position. Having paid 400pound for one working and one faulty nexus!!!
Who else is having a issue?
Click to expand...
Click to collapse
I am in exactly the same position also receiving my replacement on 24th July, received RMA form via email but no shipping label. 6 hone calls to Google after and still no label! I will keep you posted on any developments but Im thinking of getting my credit card company involved at this stage.

So. Just a little update. Have just got off the phone too google support. And it looks like they have finally realised that they have a issue with UK shipping labels. What they are doing is marking accounts that still haven't received the labels and are manually resending them to affected customers. This will then extend the rma period so that you aren't charged for another unit. Had a bit of a giggle with the chap on the phone because google have realised that they will be opening themselves up to litigation for what is their issue with TNT. Not mine.
What I suggest people do. Is phone google support asap. Tell them that your rma is nearing the end and you still haven't got your label.

charliemiddleton said:
So. Just a little update. Have just got off the phone too google support. And it looks like they have finally realised that they have a issue with UK shipping labels. What they are doing is marking accounts that still haven't received the labels and are manually resending them to affected customers. This will then extend the rma period so that you aren't charged for another unit. Had a bit of a giggle with the chap on the phone because google have realised that they will be opening themselves up to litigation for what is their issue with TNT. Not mine.
What I suggest people do. Is phone google support asap. Tell them that your rma is nearing the end and you still haven't got your label.
Click to expand...
Click to collapse
I've just called them and been assured I won't be charged for the two faulty devices I am still waiting to get returns labels for, however they have said they can't manually send me any labels, I still have to wait for TNT.
I'm also awaiting the dispatch of my third Nexus 7 - been waiting for it to be shipped for over a week This is just turning into a farce. All I want is a non-faulty device and to send my faulty two back and I'm being prohibited from having/doing both!
I'll certainly never be buying anything direct from Google ever again!

you might want to check this thread on the General board:
http://forum.xda-developers.com/showthread.php?t=1793703

Google RMA process getting slower?

Hate to admit it, but this is my third RMA. I did a couple back in July and still had issues. So decided to wait a month or more and try one more RMA.
My first two RMAs with Google were pretty quick. I called them, got the link request the replacement. It took them about one business day to ship it and they'd send it 2 day delivery. So the entire process from the time I called to receiving the replacement was just 3 days on both of those RMAs. And that was when Google was up to their elbows in new orders and replacements.
I would have thought almost 2 months later things would settle down. But I started an RMA on Tuesday and it's Friday and they haven't even shipped it yet.
Anyone else do any RMAs this week?

Ravynmagi said:
Hate to admit it, but this is my third RMA. I did a couple back in July and still had issues. So decided to wait a month or more and try one more RMA.
My first two RMAs with Google were pretty quick. I called them, got the link request the replacement. It took them about one business day to ship it and they'd send it 2 day delivery. So the entire process from the time I called to receiving the replacement was just 3 days on both of those RMAs. And that was when Google was up to their elbows in new orders and replacements.
I would have thought almost 2 months later things would settle down. But I started an RMA on Tuesday and it's Friday and they haven't even shipped it yet.
Anyone else do any RMAs this week?
Click to expand...
Click to collapse
The whole process has gone to s#! *, my first rma at the beginning of august I got labels, rma form, and replacement shipped the same day. 2nd rma I called Google and they told me a rep would call me back to take my info down. Never got the call and had to call them back. A whole lot of phone and email tag trying to get all my forms and labels just to get a replacement
Sent from my Black "Destroy Mode" Nexus 7

Oh yeah. I just realized I haven't even gotten the email with the return labels. That usually comes at the same time as the email for the replacement order.
Guess I'll have to call Google and find out what happened to the RMA.

Call once more, if nothing happens then file a complaint with the BBB.

Ravynmagi said:
Hate to admit it, but this is my third RMA. I did a couple back in July and still had issues. So decided to wait a month or more and try one more RMA.
My first two RMAs with Google were pretty quick. I called them, got the link request the replacement. It took them about one business day to ship it and they'd send it 2 day delivery. So the entire process from the time I called to receiving the replacement was just 3 days on both of those RMAs. And that was when Google was up to their elbows in new orders and replacements.
I would have thought almost 2 months later things would settle down. But I started an RMA on Tuesday and it's Friday and they haven't even shipped it yet.
Anyone else do any RMAs this week?
Click to expand...
Click to collapse
I did one almost a week ago and still hasn't shipped... So I feel where you're coming from.

WackyClash said:
I did one almost a week ago and still hasn't shipped... So I feel where you're coming from.
Click to expand...
Click to collapse
I didn't call, figure since is Friday I'll just wait to next Monday to find out what is happening. Perhaps they are waiting on the next C9O batch from ASUS.

I called Google and it turns out their system went down and existing replacements got stuck in the queue. He said he'll need to escalate my issue to get my replacement unstuck from the queue.

Got this shortly later from Google...
Hi,
We're aware of an issue preventing shipment of advance replacement devices
and are working on a fix.
Please rest assured that this delay will be accounted for when calculating
the deadline for return of your original device.
Apologies for the inconvenience.
Regards,
The Google Play Team
Click to expand...
Click to collapse

Ravynmagi said:
I called Google and it turns out their system went down and existing replacements got stuck in the queue. He said he'll need to escalate my issue to get my replacement unstuck from the queue.
Click to expand...
Click to collapse
At least u didn't get a "ghost" unit. When I went to get an rma on my second unit (screen lift and dead pixels) Google said they couldn't find my n7 in their system. So it took me a week and a half before they got it resolved and sent me a new one
Sent from my Rooted, LazyPanda, White "Destroy Mode" Evo

Yeah,I also called them this morning and receive that same email.
I placed my original RMA request on 8-31. Every day I call them and they tell me the same story.. That they are escalating my order to another department that is dealing with the shipments of RMA's and nothing every happens. I call everyday.
Hi ,
Thank you for contacting Google. It was a pleasure getting to speak with
you today. As promised, I've forwarded your case to a specialist to begin
working to resolve your issue as soon as possible.
We're aware of an issue preventing shipment of advance replacement devices
and are working on a fix.
Please rest assured that this delay will be accounted for when calculating
the deadline for return of your original device.
In the meantime, if you come across any other information that you'd like
to pass along, please feel free to reply to this email. Your responses
will automatically go to the specialist working on your case.
Apologies for the inconvenience.
Regards,
The Google Play Team
Ravynmagi said:
Got this shortly later from Google...
Click to expand...
Click to collapse

Geez, not good to hear this has at least been going on since August 31st and still isn't fixed. Google had no problem putting a hold on my credit card though.
They told me to call again if I don't hear anything by Thursday.

I just called and they said it's stuck in a pending state as well. Guy said he would email my case specialist and I should get an email back.

Hmm...that sucks. I have been contemplating RMAing my N7 lately. I've always had very slight screen lift, but it never really bothered me. I removed 2 screws under the area where the lift was, and later removed the sponge strip. That fixed it 90% of the way. But the last few weeks I get the unresponsive touch screen, and have to turn the screen off, then back on. That fixes it completely, until it happens again. I've flashed a few ROMs and kernels, and it's a lot better now, but still happens daily.
If/when I hear that new units aren't plagued with defects, I may RMA.
So if I ordered from the Play Store and request an RMA, they'll send me a new one first, place a $199+tax hold on my CC, and wait for me to return mine, correct?
What if I get the new one and it's worse, and I want to return IT? Does that create a bigger problem?
Thanks, and keep us up to date on your situation please
Edit: Is it possible to RMA an 8GB model, and request the new one be a 16GB, and pay the difference?

jaycustom said:
If/when I hear that new units aren't plagued with defects, I may RMA.
So if I ordered from the Play Store and request an RMA, they'll send me a new one first, place a $199+tax hold on my CC, and wait for me to return mine, correct?
What if I get the new one and it's worse, and I want to return IT? Does that create a bigger problem?
Thanks, and keep us up to date on your situation please
Edit: Is it possible to RMA an 8GB model, and request the new one be a 16GB, and pay the difference?
Click to expand...
Click to collapse
The hold they put on your credit card is only the cost of the device, no sales tax. So for the 8GB model it would only be $199 total. They hold with my bank usually goes away in less than 2 days.
Google rep told me that if the replacement also has issues they still wanted me to return the original and then do another RMA on the replacement.
You have 3 weeks to return the device and normally the RMA process is pretty quick. So you could still hold on to the original while doing another RMA on the second, so long as you get that original back within the 3 week window.
For the last item, you can ask, but doubtful.

Ravynmagi said:
The hold they put on your credit card is only the cost of the device, no sales tax. So for the 8GB model it would only be $199 total. They hold with my bank usually goes away in less than 2 days.
Google rep told me that if the replacement also has issues they still wanted me to return the original and then do another RMA on the replacement.
You have 3 weeks to return the device and normally the RMA process is pretty quick. So you could still hold on to the original while doing another RMA on the second, so long as you get that original back within the 3 week window.
For the last item, you can ask, but doubtful.
Click to expand...
Click to collapse
Cool, thanks for the info man!
So what you said..."Google rep told me that if the replacement also has issues they still wanted me to return the original and then do
another RMA on the replacement."
If I got a replacement that was worse(dead pixels, blown speaker) than my original (screen lift) I would have to keep the crappier one and give them my original N7 per the RMA...then start an RMA on the crappy replacement that I now am stuck with for an unspecified amount of days? That would suck. I've heard many stories of the replacement having more/worse defects than the original. Well, when or if the N7 starts to ship mainly defect free, I might RMA. Until then, I just have a really bad feeling that I have over a 50% chance my replacement will have more/worse defects. I guess I'll just keep mine, while keeping a lookout for better quality batches in the future. Thanks again man, good luck on the new Nexus.

Replacement Device being shipped.
Just a update. I received the shipping email this morning.. Whoo hoo.
Submitted RMA request: 08/31
Shipped new device: 09/12
The Authorization fell off out cc account but Google reran the authorization again today.
Ravynmagi said:
Geez, not good to hear this has at least been going on since August 31st and still isn't fixed. Google had no problem putting a hold on my credit card though.
They told me to call again if I don't hear anything by Thursday.
Click to expand...
Click to collapse

Google has lost there mind..
im waiting for them to send me a replacement device for a replacement that came damaged. THEY HAVE A GRAND of my money.. HOW Do they feel this is ok to do ...
GOOGLE I HOPE YOU WATCHING This forum . your layal customers are very upset . and APPLE IS LOVING EVERY MINUTE.

I just received my replacement today (sent the RMA request on September 4th) and it is a C50K with 2 dents on the bottom (1 big and 1 barely noticeable). The border around the screen is blue instead of black and on the inside there are fingerprints everywhere. The screen is still raised on the left side but at the moment it isn't loose and creaky (yet).

Received RMA Device
Just another Update.
I received my Replacement device yesterday. Same issue. Left part of screen is raised and its a C80.
So off to send original one back and do this process all over again

I got my replacement yesterday too. It's a C8O and sadly it's got the screen lift on the left side, quite noticeable lift.
This is my third and last RMA. Sadly I'm just gonna have to accept it and live with it. I'm still happy with it for $250, just physical flaws bother me a bit. Oh well.

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.
Click to expand...
Click to collapse
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 ?
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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

Moto doesn't give a damn.

On December 2nd I purchase MotoCare for my Nexus 6, since then.
December 5th - I put in an RMA for a bad screen and told it would ship in 3 days.
December 9th - I call them having received no info from them or Fedex on a shipment. I am told it will arrive the 12th.
December 12th - I call again as there is no new word, I am told a person will call me back in 24-48 hours. 4hrs later I get a shipment notification, but no one ever called.
December 15th - Phone arrives, it is for AT&T I specified T-Mobile many times.
December 15-16th - Many calls to Moto to get this sorted. I was told it would be 2 weeks to get it shipped due to 0 in stock and then later another rep says they can ship next day due to 500 in stock. Told I would get shipping info and a call back in 24-48 hours. I also had 2 reps hang up on me while I was explaining the story.
None of this happens, I rant in a thread and Moto_Wendy_W helps get the ball rolling, and in under 48 hours I have had a call, and shipment info for a phone 2 days out. Finally.
December 19th, Phone arrives, due to weekend I get returns sent out with Fedex labels provided on the 22nd. Should arrive on the 26th (due to holiday).
January 1st I am notified the devices were never returned and I will be charged. I check with Fedex and they show no delivery after the 26th and no update since. I call Moto and they call Fedex and verify it was returned the 29th, so now I have to watch my card to see if it is charged or not.
During all of this:
December 26th - while Moto Store had stock I ordered a 64GB White for my brother's birthday, Est Delivery the 6th, his birthday is on the 8th. Perfect. Moto charged my card for the full amount that day.
December 28th - Told there is a hold and to call them. The hold is due to "to many recent orders, which is ONLY the Moto Care I ordered on the 2nd of December. It will take 24-48 hours to review.
December 31st I email asking status - Still waiting for decision on it
January 2nd I am told on the phone it was approved and I should get tracking shortly.
January 3rd I am emailed and told that it has been approved but it is out of stock and I have to wait for new stock.
At this point there is no way I will get the device by the 6th, and I have NO idea when they will get more stock and they have had my money since the 26th of December.
Motorola is the WORST company with the WORST support I have EVER dealt with and having worked in IT for over 12 years I have dealt with a LOT of companies.
They NEVER call you back when they say they will, and they NEVER do ANYTHING to actually do their job properly unless someone lights a fire under their ass.
I am done with them as a company. At this point I actually feel pissed that I own one of their products even. I am debating selling the phone i do have for an LG G3. At least LG has never ****ed me over for 30+ days straight.
EDIT: Yesterday I was told that it was just a hold up with Fedex and I would get a call back by 4PM to confirm any updates.
Today after receiving no call back I am told the phone is out of stock with no ETA. I have canceled the order. I will not be buying anymore phones from Motorola after this experience. I am also fighting being charged $530 for an RMA I returned.

? ?

I have seen more complaint about moto customer service than the phone itself. Seems google really dropped the ball on this partnership with a bad company.
Should keep an eye out for sure, seen two incident like this where moto "never receives" the phone and the people got charged anyway! Had to fight with their banks to get it sorted!

My experience with Motorola was very pleasant.
Dec 16th - Advanced RMA Created
Dec 21st - Received Replacement Device
Dec 26th - Return shipped defective unit
Jan 2nd - Signed and Delivered at Motorola
They give you a tracking number on the return label. It's also found if you go to Motorola contact us and put in your RMA #.

I'm sorry, but, I felt the need to jump into this as well...
I purchased a Moto360 from Motorola, and when I received it, it wouldn't charge... so, Motorola sent me the replacement with the prepaid envelope, I shipped the original out 4 days later. Living in Alaska, they only pay for the cheapest/slowest shipping, so, it made it back 2 days after they were expecting it. It took me 6 phone calls, 2 managers, and 3 weeks for them to refund my money they charged me AFTER they sent me the email stating the watch arrived and they had it in their possession. It was, by FAR, the worst experience I've ever dealt with, and a part of me wanted to give up on the Nexus 6 in fear if something went wrong, it'd be a repeat experience.

mgbotoe said:
I have seen more complaint about moto customer service than the phone itself. Seems google really dropped the ball on this partnership with a bad company.
Click to expand...
Click to collapse
Actually Moto Mobility (the Motorola cellphone division) was once a good company that GOOGLE itself acquired and owned. Then they gutted it for the patents corporate raider style and sold it for a loss to Lenovo. Welcome to Lenovo customer service.
Brilliant bit that.

I'm going on two weeks now that they have received my phone waiting on a replacement. I usually do advanced replacement but was told when I setup the RMA that everything shouldn't take more then a week. Now I get the run around that they have no stock and at one point the RMA got closed for some reason.

mgbotoe said:
Seems google really dropped the ball on this partnership with a bad company.
Click to expand...
Click to collapse
Once upon a time, when the Nexus 9 was on the drawing board.....

For me is T-Mobile the WORST CS EVER and plus bought my LG G3 from them by phone and is a PAIN IN THE AZZ to send it back (phone restarts itself) and that people is the HELL in the earth.

Mervingio said:
For me is T-Mobile the WORST CS EVER and plus bought my LG G3 from them by phone and is a PAIN IN THE AZZ to send it back (phone restarts itself) and that people is the HELL in the earth.
Click to expand...
Click to collapse
Go to a store to do your business. You will have a completely different experience
Plus if you buy in store you can exchange in store for defects within 14 days.. None of the calling and shipping and crap
Sent from my Nexus 6 using XDA Free mobile app

clninja said:
Go to a store to do your business. You will have a completely different experience
Sent from my Nexus 6 using XDA Free mobile app
Click to expand...
Click to collapse
Yup I will do it when the G3's get it back!

venturizhou said:
My experience with Motorola was very pleasant.
Dec 16th - Advanced RMA Created
Dec 21st - Received Replacement Device
Dec 26th - Return shipped defective unit
Jan 2nd - Signed and Delivered at Motorola
They give you a tracking number on the return label. It's also found if you go to Motorola contact us and put in your RMA #.
Click to expand...
Click to collapse
There is something seriously wrong with this... I had an RMA since 11/24/14 and just got my replacement on the 12/28/14.
Obviously color/size may be the reason for this. Mine was a 64GB Blue.
https://www.reddit.com/r/nexus6/comments/2psjjg/terrible_motorola_support_possibly_worse_than/

What forum?
Sent from my HTC One_M8 using XDA Free mobile app

joderme said:
There is something seriously wrong with this... I had an RMA since 11/24/14 and just got my replacement on the 12/28/14.
Obviously color/size may be the reason for this. Mine was a 64GB Blue.
https://www.reddit.com/r/nexus6/comments/2psjjg/terrible_motorola_support_possibly_worse_than/
Click to expand...
Click to collapse
Was your replacement brand new? Also are there any issues with it?

OP updated.

PunishedSnake said:
What forum?
Sent from my HTC One_M8 using XDA Free mobile app
Click to expand...
Click to collapse
https://forums.motorola.com

I know it's not extremely wise of me, but the BEST phone experience that I've ever had was when I bought a used Moto X from a guy on Craigslist. I bought it, and took it to the at&t store, and they activated it, no problems whatsoever.

knitler said:
On December 2nd I purchase MotoCare for my Nexus 6, since then.
December 5th - I put in an RMA for a bad screen and told it would ship in 3 days.
December 9th - I call them having received no info from them or Fedex on a shipment. I am told it will arrive the 12th.
December 12th - I call again as there is no new word, I am told a person will call me back in 24-48 hours. 4hrs later I get a shipment notification, but no one ever called.
December 15th - Phone arrives, it is for AT&T I specified T-Mobile many times.
December 15-16th - Many calls to Moto to get this sorted. I was told it would be 2 weeks to get it shipped due to 0 in stock and then later another rep says they can ship next day due to 500 in stock. Told I would get shipping info and a call back in 24-48 hours. I also had 2 reps hang up on me while I was explaining the story.
None of this happens, I rant in a thread and Moto_Wendy_W helps get the ball rolling, and in under 48 hours I have had a call, and shipment info for a phone 2 days out. Finally.
December 19th, Phone arrives, due to weekend I get returns sent out with Fedex labels provided on the 22nd. Should arrive on the 26th (due to holiday).
January 1st I am notified the devices were never returned and I will be charged. I check with Fedex and they show no delivery after the 26th and no update since. I call Moto and they call Fedex and verify it was returned the 29th, so now I have to watch my card to see if it is charged or not.
During all of this:
December 26th - while Moto Store had stock I ordered a 64GB White for my brother's birthday, Est Delivery the 6th, his birthday is on the 8th. Perfect. Moto charged my card for the full amount that day.
December 28th - Told there is a hold and to call them. The hold is due to "to many recent orders, which is ONLY the Moto Care I ordered on the 2nd of December. It will take 24-48 hours to review.
December 31st I email asking status - Still waiting for decision on it
January 2nd I am told on the phone it was approved and I should get tracking shortly.
January 3rd I am emailed and told that it has been approved but it is out of stock and I have to wait for new stock.
At this point there is no way I will get the device by the 6th, and I have NO idea when they will get more stock and they have had my money since the 26th of December.
Motorola is the WORST company with the WORST support I have EVER dealt with and having worked in IT for over 12 years I have dealt with a LOT of companies.
They NEVER call you back when they say they will, and they NEVER do ANYTHING to actually do their job properly unless someone lights a fire under their ass.
I am done with them as a company. At this point I actually feel pissed that I own one of their products even. I am debating selling the phone i do have for an LG G3. At least LG has never ****ed me over for 30+ days straight.
EDIT: Yesterday I was told that it was just a hold up with Fedex and I would get a call back by 4PM to confirm any updates.
Today after receiving no call back I am told the phone is out of stock with no ETA. I have canceled the order. I will not be buying anymore phones from Motorola after this experience. I am also fighting being charged $530 for an RMA I returned.
Click to expand...
Click to collapse
Was your original faulty phone an AT&T phone? I believe they match up the IMEI and send out accordingly. I had a bad AT&T one with the IMEI reflecting such and got a replacement one with the AT&T tramp stamp. I requested a non AT&T one but that did not work. Just curious what your experience was.
Thanks!

No it was not. I bought it at the T-Mobile store in my area.

joderme said:
There is something seriously wrong with this... I had an RMA since 11/24/14 and just got my replacement on the 12/28/14.
Obviously color/size may be the reason for this. Mine was a 64GB Blue.
https://www.reddit.com/r/nexus6/comments/2psjjg/terrible_motorola_support_possibly_worse_than/
Click to expand...
Click to collapse
I believe that color and capacity do play a factor because mine was 32GB CW.