Related
So does this sound at all right. I did a swap with my nexus one, because of dust under the screen. this was back on January 13th. they sent me a new phone a took 530 dollars out of my account, after about 10 days they called me and said they received the other phone in good condition and that they would be putting the money back. after about 2 weeks still no money. On February 4th, I got:
Dear Antonio Grippi,
We received your package. We will be reviewing the condition of the items received and will contact you if we have any further questions. You can check the status by visiting our service site.
HTC ticket #: ************673
S/N: *************
Sincerely,
HTC
Please feel free to visit our help site for further assistance.
Still no money as of today. I called HTC AGAIN, and they said they were escalating my claim to see what was going on. Does this sound at all good. what the hell can I do if they can't find my money. I could have a second one of these for my wife, or something for 530 bucks. Anyone else taking a really long time to get their money?
P.S. the status says this:
Ticket Info
Status: We have completed your case. If you can help us improve our service, or would like to comment, please contact HTC customer service representatives.
Service Type: Repair
Service Model: C4-On site exchange
Failure Description: Dust under screen. Looking to repair.
That doesn't sound promising either, for some reason.
People seem to forget that merchants have a considerable amount of time to batch their transactions, there are time limits though. The general timeframe any business will tell you would be "up to 30 days, you will see your refund on your next statement" so calm down.
If you're going to bust a vein over it, call your bank card issuer, and initiate a "chargeback" for your situation, which then with that amount will take investigation, with a possible initial credit given until investigation is complete.
Breath. Relax. There are things that can be done.
I understand there is a process. My only concern is that they told me, when they called me, I would see the money in about 2 weeks. that was about 3 weeks ago. I think it's fair to ask where my money is if it isn't returned when they say it should be. I was just asking if anyone else had a similar situation, and if it sounded normal. I'm not busting a vein. just checking with people who might be in the same boat to get a time frame. maybe to help people who are thinking of doing an exchange themselves, so that they can better know, if they can afford to be out 530 dollars for that amount of time.
I had the same problem, the 14 days had passed and I made various calls to HTC. then I emailed Google about it and they said they would be checking why this was and within a day lot two of mailing Google, I received the money back and got a email confirmation from Google as well.... other than that the reps at HTC all said, we are sorry and don't know why its taking so long, your claim has been escalated. blah blah blah blah.
Stay on them until it's escalated to someone who can answer your request & refund your money!
I called htc to return my phone. They failed 3 times in a row at sending me a shipping label. They also say it is escalated and are waiving the restocking fee. It is scary how long they are taking, it has been over 2 weeks since i spoke to them last.
I'm having a problem on placing google nexus 7 orders from Sunday 26th August. Every order I placed was canceled immediately by Google with the vague reason that my credit card was decline. However, I saw that google authorized my fund on my debit card successfully. I tried with many other accounts but the problem was still there. I contacted CS and they said that some others customer also met this problem and they are trying to fix this problem soon. I'm very disappointed that a big company like google take so long to fix this simple problem. If there are any customers that met the same problem, please share your experience. Thanks
It may not be Google's fault.
I had this problem when I purchased mine. My bank blocks high dollar, out of character purchases (not that $200 is extremely high dollar, but enough to flag a warning) and also does it when I purchase things out of state.
It is just a security measure for identity theft. I would contact your bank/CC company and verify with them and see if they are blocking the purchase.
I used many gmail account to order nexus 7 successfully before. I just met this problem from Sunday. I'm an international customer and I'm using international credit card to purchase nexus 7.
So I had permission from mod to start a group repair thread here to better gather all the N7100 SDS victim in the U.S. to get the phone repaired in the states. This supposedly saves u time and potentially some money (in case Samsung would not accept your phone or refuse to honor your warranty after you sent the phone to them)
So, everything started in this thread. Details have been discussed in that thread. So if you are interested, please read about the discussions in that thread. This thread here serves the purpose of a better way to find and inform U.S. owners who suffered SDS on their N7100, in order to get the group repair set up quicker.
I am going to summarize some important information from the other thread below.
The Repairer Found
MobileTechVideos.com
The page for Note II eMMC repair is located here
BIG THANKS TO xryousukex
Also, xryousukex pointed out that they are on facebook. So if you want, you can go check out people's comments on their pages. I am quite trusting with them as they have been pretty honest and helpful when i talked to them on the phone, e.g., talking about success rate, pricing, and repair time.
Benefits/Price
Basically, the discounted price breaks down as follows. Note that the "refund deduction" is the amount that the repairer will charge in case of a repair failure. The eMMC costs about $80, so if the seller fails to fully recover the phone, their policy is to refund the labor cost but retain their costs of ordering these eMMC chips. They told me that the success rate should be greater than or equal to 85%. It is just an estimate because they have not seen as many SDS cases on Note II as they've seen on the GS3.
Group of - Price - Refund Deduction (in case of unsuccessful repair)
1 person - $150 -$80
5 persons - $135 - $15
10 persons - $130 - $15
20 persons - $125 - $15
So, as you can see, the major benefit is not BIG discounts, but the less sunk costs in case the repair is not successful.
Group List
So far, we have FOUR people on the list. I guess one we hit 5-person mark, we can discuss about whether to wait for more people or just go ahead. Feel free to update yourself into the list and reply here.
Tentative members
1 - cswithxda
2 - nochancenine
3 - pitflyer
4 - hull22
5 -
Payment Method
The company will send us coupon codes that can be used x times, with x being how many people we have. Or, I was thinking about having the company issue x coupons, with each one sent individually to each one of us, so we won't worry about someone using coupon more than once (e.g., giving the code to a friend that you found to also have SDS on his/her phone)
The rest of the payment details is just normal check out through their website. We can proceed individually once we have the coupons.
Repair Time
I did not ask about this but the guy I talked to on the phone reminded me of the repair time. I was told that it should take around 8 business days to get the phone back, which is essentially 2 weeks considering the shipping/handling. They are located in Texas so you can figure out how long it usually takes for the shipping.
Disclaimer
Neither am I, nor XDA forum, affiliated with the company mentioned in this thread. I am not responsible for anything that might happen to your phone during this repair process, even though I am the initiator of this process. My intention is to gather enough people quickly and get our phones repaired in a fast and economical manner. I am not "pushing" anyone to do this. This is not an advertisement.
Most importantly, XDA is not part of this group repair initiation.
Comments
Sorry for the unprofessional wording in the disclaimer section. I have not done this (initiator) ever in my life. This is also the first phone that I ever need to pay to get it repaired. So my lack of experience should be expected :fingers-crossed: Please don't hesitate to correct any misinformation in the thread by letting me know. I provided the best information I have from the repairer. And if you want, definitely feel free to contact them and verify that I have the facts put down correctly. I will also inform the repairer of this thread so they might chime in and answer some questions maybe. They were a little hesitant about this because they do not want to be deemed to be advertising without permission.
Lastly, feel free to ask any question or concern you may have. I'll try my best to answer.
@Mods: Thanks for your understanding and allowing me to start this thread :good:
I'm somewhat on the fence (frustrated that a brand new phone that should have a Samsung warranty is not being covered since Samsung US basically says these are not their phones and treats Samsung UK/etc as a separate company). However, if we can get to 5 people (and I would vote not to wait for ten, since the additional discount/savings on EMMC refund is small) then I'll probably do it.
Ye, me too. I don't want to wait. And I'll see. If in 1-2 weeks we do not make it five, i'd have to bite the bullet and get it repaired on my own. I'm leaving U.S. mid May. Definitely need to sell it before I leave.
@cswithxda
Let me get this straight. You, the US citizens are not able to get your malfunctioning Note IIs repaired which you bought legally?
Samsung US does not service GT-N7100, in warranty or not.
So if you are in the US you have to either pay someone else to fix it or send it to the country it was made in (since GT-N7100 was not made/sold in US directly by Samsung).
Hence the problem.
pitflyer said:
Samsung US does not service GT-N7100, in warranty or not.
So if you are in the US you have to either pay someone else to fix it or send it to the country it was made in (since GT-N7100 was not made/sold in US directly by Samsung).
Hence the problem.
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Click to collapse
Ohh your Note IIs are from outside the US.
[email protected] said:
Ohh your Note IIs are from outside the US.
Click to expand...
Click to collapse
Yep, that's what this thread is for. Unfortunate U.S. N7100 owners.
Was told by mobile tech that 32/64gb chips can't be sourced. 16gb it is if my n7100 breaks down.
Sent from my GT-N7100
@rbiter said:
Was told by mobile tech that 32/64gb chips can't be sourced. 16gb it is if my n7100 breaks down.
Sent from my GT-N7100
Click to expand...
Click to collapse
Thanks for updating the info.
@all,
I am going to wait till Friday maybe before I have to send my phone to get it repaired. Need it back before mid-May...
cswithxda said:
Thanks for updating the info.
@all,
I am going to wait till Friday maybe before I have to send my phone to get it repaired. Need it back before mid-May...
Click to expand...
Click to collapse
I am still interested in the group repair, but if there aren't enough people I understand that we may need to just take care of these on our own. I guess we are really quite in the minority with this issue.
It seems like you still have the initial three interested. I know they want 5, but maybe you can negotiate at least a smaller refund deduction, somewhere between 80 and 15 for three of us? Right now the price is $80 for attempting the repair and another $70 if they actually fix it. If we can make it more like $50 for attempting the repair and another $100 if they actually fix it .. at least won't feel so stupid to throw another $80 down the rabbit hole...
(I know the actual way it works is you pay $150 and get X amount back)
To the last poster, I'm willing to work out a smaller deductible in the event a device can't be repaired if your time frame won't permit for 5 persons. The idea behind the deductible is I literally spend about $85.00 per chip whether I am successful or not. eMMC densities are difficult to source and extremely expensive as they are CLASS 100 and higher in terms of transfer speed which is why the pricing structure is nowhere near what you would pay for the highest class SD-CARD available. If you have any questions you can contact us via phone. That number can be found on our FAQ page. Due to XDA restrictions I won't post that here but someone else can if they would like. I am not able to monitor my XDA Inbox as I once had more time for so it's best to contact us via phone or email for fastest repsonse.
Thanks guys and good luck,
-Josh
connexion2005 said:
To the last poster, I'm willing to work out a smaller deductible in the event a device can't be repaired if your time frame won't permit for 5 persons. The idea behind the deductible is I literally spend about $85.00 per chip whether I am successful or not. eMMC densities are difficult to source and extremely expensive as they are CLASS 100 and higher in terms of transfer speed which is why the pricing structure is nowhere near what you would pay for the highest class SD-CARD available. If you have any questions you can contact us via phone. That number can be found on our FAQ page. Due to XDA restrictions I won't post that here but someone else can if they would like. I am not able to monitor my XDA Inbox as I once had more time for so it's best to contact us via phone or email for fastest repsonse.
Thanks guys and good luck,
-Josh
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Click to collapse
whereabouts in texas is mobiletechvideo located? houston, dallas, san antonio area or other?
connexion2005 said:
To the last poster, I'm willing to work out a smaller deductible in the event a device can't be repaired if your time frame won't permit for 5 persons. The idea behind the deductible is I literally spend about $85.00 per chip whether I am successful or not. eMMC densities are difficult to source and extremely expensive as they are CLASS 100 and higher in terms of transfer speed which is why the pricing structure is nowhere near what you would pay for the highest class SD-CARD available. If you have any questions you can contact us via phone. That number can be found on our FAQ page. Due to XDA restrictions I won't post that here but someone else can if they would like. I am not able to monitor my XDA Inbox as I once had more time for so it's best to contact us via phone or email for fastest repsonse.
Thanks guys and good luck,
-Josh
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Click to collapse
@connexion2005 That's very nice Josh. I think it was you that I talked to on the phone maybe? I'm not English speaker so I am very bad with English names
Anyway, @nochancenine @pitflyer what do you guys think? If any of you wanna call Josh and talk about lower deductibles for only three of us in the group? I know it'd be nice to have like 50+ people doing a gigantic group repair and get some crazy discount with maybe no deductible at all lol, but it looks like we may be waiting for weeks or even months ahead just to make it to 5 people. So, I am very positive in proceeding with only 3 of us and this thread will then become the reference for other people in the future that might need this service. What do you think? I have an exam tomorrow and a project due, so I don't have much time tomorrow to call them up. If any of you could call and talk about the details, I think we might be able to actually get the process started.
:highfive:
Thanks Josh for posting that you're willing to work with us. I'm not in as much of a time crunch as the OP so I'd like to see if we can get the '5' to get to the negotiated level of discount / non fixable deduction. I will try to call and see what I can work out with only 3 people but not sure when I'll get to it either.
Of course, two lurkers could make this much easier for us if they just sign up for the group repair... I posted this thread on FatWallet where I know there was at least one other poster that had the same issue, so maybe s/he or someone else will make this decision easy.
@pitflyer,
How did it turn out? Any interests?
I'll probably call Josh later today and ask for what refund deductible we have to pay with only three people, and report back. If you are not satisfied with it I might have to jump. I have to clean 2 weeks ahead of time when I will leave the country
I'd like to take part in a group repair for my dead N7100. One question though, how secure are the passwords, etcs on the phone?
OK, then we have four people on the list now.
1 - @cswithxda
2 - @nochancenine
3 - @pitflyer
4 - @hull22
5 -
I just called Josh and was told that with 4 people we get $140 for the repair, and the deductible is the same as if we had 5 people, i.e., $15 each. He also said that he had not failed on one of these phones yet as he had more units repaired in the past couple weeks.
So what do you think? I have to send it out on Monday at least, so I want to see if you guys are willing to do 4 people on Monday.
Thanks
hull22 said:
I'd like to take part in a group repair for my dead N7100. One question though, how secure are the passwords, etcs on the phone?
Click to expand...
Click to collapse
@hull22
I am not sure what you meant by passwords? If they change the eMMC, isn't everything gonna be lost anyway?
cswithxda said:
@hull22
I am not sure what you meant by passwords? If they change the eMMC, isn't everything gonna be lost anyway?
Click to expand...
Click to collapse
as long as my personal information isn't compromised, i'm in
---------- Post added at 04:34 PM ---------- Previous post was at 04:32 PM ----------
cswithxda said:
OK, then we have four people on the list now.
1 - @cswithxda
2 - @nochancenine
3 - @pitflyer
4 - @hull22
5 -
I just called Josh and was told that with 4 people we get $140 for the repair, and the deductible is the same as if we had 5 people, i.e., $15 each. He also said that he had not failed on one of these phones yet as he had more units repaired in the past couple weeks.
So what do you think? I have to send it out on Monday at least, so I want to see if you guys are willing to do 4 people on Monday.
Thanks
Click to expand...
Click to collapse
i'm in, just need to know where and how to send it, etc. I'll have to go reread the thread..
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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Click to collapse
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?
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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).
Click to expand...
Click to collapse
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***
Click to expand...
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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.
Click to expand...
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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.
Hello,
I've owned a pixel device for about 2 months now and had started to experience issues with the battery life, standby battery drain and phone shutting off at about 20 percent each time. So I call up google support and explain these issues to them. They agree to replace the device for me. Having purchased the device from a retailer other than google I did not have the option to advance RMA and had to go with the standard one.
On 15th of Feb, I received a mail with shipping labels and other RMA details. On 22nd Feb I send in the phone which they received on 27th. Google is yet to acknowledge this through any mail but their support team over the phone assured me that the phone was received.
Initially, I was promised that a new or refurb phone will be dispatched immediately after the tracking details were updated. Google never met this expectation and so I call them up regarding the same and I was told that it could take 5-10 days for them to process the RMA. At this moment I requested them if they could do anything to expedite the process but they responded negatively every time and told I have no option but to wait which by the way is still the same answer I get every time I call them.
After 10 days passed I hadn't yet received any mail or updates regarding the new device, so I call them up and question the same to them, to which they replied that they need to escalate the case and that it would take them another 48 hrs to resolve the issue. It has now been 4 days since and google still has no idea where my old or the new phone is and they tell me to have patience and wait for the back end team to reply. I must have now spoken to at least 10 representatives and they all give me the answer that nothing can be done about it and that make me feel as if I shouldn't have gone in for the RMA in the first place. I've even requested them to send me back my old faulty unit but refuse to do even that as they don't have the authority to do that.
After reading online, I wasn't shocked to find that am not the only one who has faced such an issue. But what shocked me was that the person hadn't received a device for 50 days and was going to court to file a complaint. Am scared that I don't become a victim of poor google after sales service and have to go to the extent of going to the court.
Edit : - Ok. So I've just gotten off the phone with another representative and he has informed me that I should wait for at least another 48 hrs. So that makes the total turn-around time of about 20 days. That is if they happen to resolve the issue this time.
About two weeks ago I RMA'd my wife's Google Store Pixel (it had the dead-mic-and-speakers disease), and it was smooth as silk.
Refurb was immediately shipped to me via Fedex 2-day, and as expected they placed an auth against my credit card for the cost of the replacement. I shipped back the defective unit three days after I received the refurb.
I like the part where they say in order to get a replacement phone you need to enter your card info, but you wont be charged....just a hold of some sort. So, you enter your card info, submit the order and then they charge you the entire $700+. So you're out of a ton of money until they decide to give it back. You'd think as soon as they receive the old phone they will release the funds back to your account, but before I even received the new phone,4 days later, they gave me my money back. I didn't even send them the old phone, so WTF was the big idea in holding my money if they were just going to give it back before even receiving the old phone? I read about another guy who experienced the same thing and he had to call his creditors and whoever else automatically deducts from his account, because he didn't have the funds to cover his bills. I'm sure theres a lot of people out there who can't cover that even for a few days, or at all. What if you only have $400 to your name?
I dont see why they they dont do like everyone else by sending you the new phone and waiting until they get the old one before they decide to charge you for it.
---------- Post added at 10:50 PM ---------- Previous post was at 10:47 PM ----------
UnusualSuspect said:
About two weeks ago I RMA'd my wife's Google Store Pixel (it had the dead-mic-and-speakers disease), and it was smooth as silk.
Refurb was immediately shipped to me via Fedex 2-day, and as expected they placed an auth against my credit card for the cost of the replacement. I shipped back the defective unit three days after I received the refurb.
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Mine had that problem. Dead mic, speakers, couldn't make calls, but mine was also really laggy. It was strange because I called my boss in the morning (the day my phone took a dump) and a couple hours later it just stopped working for no reason. Is this a known issue? Has anyone pinpointed a cause?
EDIT: Ok so I just read up and apparently a solder joint/circuit can split disabling all sound and audio processing. Which makes sense, because I couldn't even makes calls using a bluetooth heaset
That stinks. I had a replacement phone in less than 48 hours from the time I sent my old one via FedEx.
magnumtripod said:
I like the part where they say in order to get a replacement phone you need to enter your card info, but you wont be charged....just a hold of some sort. So, you enter your card info, submit the order and then they charge you the entire $700+. So you're out of a ton of money until they decide to give it back. You'd think as soon as they receive the old phone they will release the funds back to your account, but before I even received the new phone,4 days later, they gave me my money back. I didn't even send them the old phone, so WTF was the big idea in holding my money if they were just going to give it back before even receiving the old phone?
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I just thought I'd fill in some info about credit cards - nothing actually useful for the main problem this thread is about.
More than likely it was actually a "pre-authorization". A pre-authorized charge effectively puts whatever amount on hold and appears as if it's just a normal transaction. In actuality, unless the company who made the charge (Google) takes action, a pre-authorized amount automatically falls off your credit card after up to 5 days or so. I'm not an expert on this, and I don't work in the credit industry - just from working lots of retail, which I don't do anymore, either. So basically, Google didn't control when the charge no longer appeared on your card, and it only would have remained on your card if Google took further action "solidifying" the pre-authorized amount. There's probably a better explanation but as I said, I'm no expert.
Hello
i am a pixel owner,i live in Greece but the device is bought from USA.So i don't know what to do if something goes wrong with the device.
I make a research but i can't find an email or something else to ask google what to do.Does anyone knows how i can find from where my device is bought?
Thanks in advance
For warranty reasons is it best to always buy directly from Google ? I just got mine from Google Store.
mikeprius said:
For warranty reasons is it best to always buy directly from Google ? I just got mine from Google Store.
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Yes.
I hear all these stories about RMAs, shipping in your phone, and the entire hassle of packing it up, taking it to a shipping center and hoping it makes it there,etc, i honestly hope I do not have to go through any of that. It sound like a pain!
For a short time last year i tried out an iPhone, and there is nothing like being able to walk into the store, buying it, and having someone there to answer your questions. When I decided not to keep it , i simply took it back, told the dude 'its not for me right now' , got an instant refund on my card and literally did not get drilled on exactly why I was returning it. From the time I walked out my door to the time I got home about an hour ish of my time and hassle.
I like Google stuff, and i really like my Pixel, no issues at all with it, but that Iphone buying experience is what Google needs to meet or exceed. I know we are living more and more in an online world, but Google needs to figure this out FAST, or they will not be able to compete with that kind of customer service and support considering the cost of this thing and all the drama I have heard about people returning it. I highly doubt you would get a run around and be made to wait if there was a Google store like an Apple Store.
Its about the customer service/support for buying a very high value item and not being treated like a turd from what it seemed like the OP is being treated.
Actually no alot of us enjoy never having to walk in to an Apple store, most of the time you have to have an appointment or wait an hour in my area. Google support has always been above and beyond here but I deal through project fi, they have excellent customer service. Far beyond Apple Care and cheaper imo.