Database Users

[Q] Getting replacement NC, need help.

Okay, so the power button has worn out on my NC and I called and had a replacement order made.
The customer service rep I got spoke a very "broken" english. I barely understood what he was telling me. I had to repeat almost every bit of info I gave him. He even misspelled my name on the RMA ticket, even after I gave my name to him 5 times.
Now here's the question. What do I do now? I have the RMA number/ticket, which they sent to me in email. Will they provide me with a package to put my nook in? and if so, what all do I put in it? sorry for all the questions, but any help is appreciated as calling them back will probably only complicate things. And half the time you try to get a response from the email service, you get an automated response telling you to call them. If I can just go up to a barnes and noble store and have them replace it that would be great.
Like I said any help is appreciated, Thanks.

turdferguson92 said:
Okay, so the power button has worn out on my NC and I called and had a replacement order made.
The customer service rep I got spoke a very "broken" english. I barely understood what he was telling me. I had to repeat almost every bit of info I gave him. He even misspelled my name on the RMA ticket, even after I gave my name to him 5 times.
Now here's the question. What do I do now? I have the RMA number/ticket, which they sent to me in email. Will they provide me with a package to put my nook in? and if so, what all do I put in it? sorry for all the questions, but any help is appreciated as calling them back will probably only complicate things. And half the time you try to get a response from the email service, you get an automated response telling you to call them. If I can just go up to a barnes and noble store and have them replace it that would be great.
Like I said any help is appreciated, Thanks.
Click to expand...
Click to collapse
All RMAs I have done in the past, I packed up the unit and shipped via UPS (for tracking). Some manufacturers supply shipping labels but it sounds as if you were not issued one. To avoid possible complications, I have always taken pictures of the packing process (with time/date stamps) to document that the unit was in good cosmetic shape to refute any claims of CID (Customer Induced Damage) or shipper misconduct. I attached a statement reflecting that to the RMA documents included in the box. Try always use original boxes and packing items packed in a separate shipping box. (UPS can do this for you for a nominal fee). Depending on the problems, sometimes any accessories (power supplies, USB cords, etc) can be left out as those sometimes get "lost". Always make sure you have flashed back to stock. If Support sees a rooted unit they can refuse to do anything as rooting voids most warranties.
Hope this helps!

Well said, skeeterpro.
To OP, if they don't hand you the box, meaning you have to pack it up yourself.
If they don't send you the shipping label, meaning you have to pay shipping fee (if they reimburse, great, if not, it's out of your pocket)
Some vendors require very specific RMA package must be sent through a certain carrier, if not indicated, I would go with USPS for cheaper price, do make sure getting the delivery confirmation (and/or) signature required.

Thank you so much for the replies, guys. I ended up taking it to the b&n and the Guy at the counter just gave me a brand new one. Problem solved!
Sent from my Liberty using XDA App

turdferguson92 said:
Thank you so much for the replies, guys. I ended up taking it to the b&n and the Guy at the counter just gave me a brand new one. Problem solved!
Sent from my Liberty using XDA App
Click to expand...
Click to collapse
Well.........that's works, too!
Good for you, dude.

skeeterpro said:
Well.........that's works, too!
Good for you, dude.
Click to expand...
Click to collapse
Lucky you didn't get a refurb, I had 3 arrive DOA. I'm shipping them all back tomorrow (I'm sure the shipping will be $20-30). Still came out ahead at $120 each for 9. Still, that's a horrible failure rate for supposedly factory refurbished device.

Warranty claims and turnaround

I recently opened a ticket with Samsung regarding apparent corrosion/flaking under the corner of my screen. Has anyone had any luck getting them to send a replacement before mailing the defective device in? I don't really like the idea of being phone
less for 10 days. I'm assuming they'd need to place a hold on a credit card.

richardpwnsner said:
I recently opened a ticket with Samsung regarding apparent corrosion/flaking under the corner of my screen. Has anyone had any luck getting them to send a replacement before mailing the defective device in? I don't really like the idea of being phone
less for 10 days. I'm assuming they'd need to place a hold on a credit card.
Click to expand...
Click to collapse
Samsung is a multi-billion dollar company. They won't not return your device, ruining their reputation because of this. One Note 3 is mere trash to them. It won't benefit them in any way unlike a typical small company where they can just keep the phone forever.

nicholaschum said:
Samsung is a multi-billion dollar company. They won't not return your device, ruining their reputation because of this. One Note 3 is mere trash to them. It won't benefit them in any way unlike a typical small company where they can just keep the phone forever.
Click to expand...
Click to collapse
Sorry if it was unclear--I'm not worried about losing the phone, I'm just reluctant to send it in before I have a replacement given how much I rely on it in my day-to-day life. I was just curious as to whether anyone else had been able to finesse a replacement out of them before sending the defective unit in (presumably by placing a hold on a credit card--I doubt they'd take my word, bond though it may be).

richardpwnsner said:
Sorry if it was unclear--I'm not worried about losing the phone, I'm just reluctant to send it in before I have a replacement given how much I rely on it in my day-to-day life. I was just curious as to whether anyone else had been able to finesse a replacement out of them before sending the defective unit in (presumably by placing a hold on a credit card--I doubt they'd take my word, bond though it may be).
Click to expand...
Click to collapse
Oh then now I get it.
My carrier issued a substitute while my phone was in repair (It was a Blackberry if I remember) back in the days when I owned an iPhone 4. Samsung won't do this at all costs.

nicholaschum said:
Oh then now I get it.
My carrier issued a substitute while my phone was in repair (It was a Blackberry if I remember) back in the days when I owned an iPhone 4. Samsung won't do this at all costs.
Click to expand...
Click to collapse
Yeah, just spoke with them, and they wouldn't budge. Understandable enough. I'm on the T-Mobile jump program, but I'm not sure they'd replace it given that it's apparently a manufacturing defect. I just hope there's no quibbling over whether it's user damage--a quick search yielded several pictures of the exact same problem, but in my case it seems to have eaten out to the bezel.

richardpwnsner said:
Yeah, just spoke with them, and they wouldn't budge. Understandable enough. I'm on the T-Mobile jump program, but I'm not sure they'd replace it given that it's apparently a manufacturing defect. I just hope there's no quibbling over whether it's user damage--a quick search yielded several pictures of the exact same problem, but in my case it seems to have eaten out to the bezel.
Click to expand...
Click to collapse
if ur on tmobile, this one that I have is my 2nd replacement, not including my original...
call tmobile, and they will send u a replacement 1st, then u send in ur phone in the same box and it has a mailing attachment for u to send it back to them,
all u do is pay $5, because the jump program u pay $10 is also insurance...
call tmobile, not Samsung...

mdiaz33685 said:
if ur on tmobile, this one that I have is my 2nd replacement, not including my original...
call tmobile, and they will send u a replacement 1st, then u send in ur phone in the same box and it has a mailing attachment for u to send it back to them,
all u do is pay $5, because the jump program u pay $10 is also insurance...
call tmobile, not Samsung...
Click to expand...
Click to collapse
Wow, really? Why did you need to swap it? $5?! That's awesome.

richardpwnsner said:
Wow, really? Why did you need to swap it? $5?! That's awesome.
Click to expand...
Click to collapse
I installed an efs backup from the playstore, and it eff up my imei, serial # and modem, i couldn't recover from it, so under the warranty plan, to swap out a phone they charge $5..

mdiaz33685 said:
I installed an efs backup from the playstore, and it eff up my imei, serial # and modem, i couldn't recover from it, so under the warranty plan, to swap out a phone they charge $5..
Click to expand...
Click to collapse
Thanks for this. Quick and easy--the replacement is already out for delivery. The rep did warn that the reconditioned devices are occasionally wonky--"better the devil you know, sometimes" were his words IIRC--so I'll report back if there are any issues.

richardpwnsner said:
Thanks for this. Quick and easy--the replacement is already out for delivery. The rep did warn that the reconditioned devices are occasionally wonky--"better the devil you know, sometimes" were his words IIRC--so I'll report back if there are any issues.
Click to expand...
Click to collapse
if u have a problem with that replacement, happened to me on 1 of the replacements within a months time, let them know its defective and they wont charge u for the next replacement,
hey reconditioned, refurbished, they warranty the devices so it should be good... :silly:

Fantastic customer service from Motorola

I dropped my 2013 Moto x and shattered the screen. I use the advanced repair option on the Motorola web site to try and have it repaired for $100. That's where they put a hold on your credit card and ship a "Like new" phone to you then you ship the broken one back to them when the new one arrives. If you don't ship the old one back they bill you for the new one.
I waited over two weeks to get the replacement from Motorola with an email from them that it was shipped 13 days ago. Today after they had me on hold for 45 minutes they came back and apologized to me that it wasn't really shipped and offered me a free upgrade to the 2014 model. I just got done designing my 16 gb pure edition with a bamboo back and it didn't cost me a dime. Not even charge for tax or delivery. Expected delivery January 13th.
Can't beat that for service!

Not too shabby. You're gonna love it, it's an improvement over the 2013 model in every way but the size. I still think the 2013 was the perfect size and wish they didn't make the 2014 as large as they did.

I have only had good experience with moto. The only thing that I dislike about them their billing is screwed up.
Sent from my XT1095 using Tapatalk

The support in the UK is shocking. I reported a problem with the wooden back coming off a few days after I got the phone and it's taken several weeks to get anywhere with the support. Cases either get closed as solved or ignored by Motorola. I finally called up and spoke to someone but they won't do an advanced shipment of a replacement so I either have to send it for repair or send it back. As I used the cyber Monday discount if I send it back I'll have to order a new one at full price.

I have had some decent interaction with their customer support and they have been very helpful. My only issue is that for whatever reason they will not let me pay $50 extra to make my replacement phone the 64GB version. I started the process for the 14 day return/exchange within the required period, got my code and then noticed they had the 64 available now so I tried to get that. They just refuse to do it and say it is not possible, which I find very strange. I have spoken to a few different people, all very nice, one said he thinks he can get me the code and I can pay the upgrade fee and the other said it is absolutely not possible.
Other than that they have given me some codes for buying accessories and have been helpful.

Is the 14 day exchange policy a US only thing? Or do you have to return the phone prior to receiving the replacement?

Philio25 said:
Is the 14 day exchange policy a US only thing? Or do you have to return the phone prior to receiving the replacement?
Click to expand...
Click to collapse
I am in the US, but I am not sure if it is only an US thing or not. You can exchange your phone one of two ways; advanced replacement sends you a new device but you put down a deposit, when you get the replacement device you have ten days to send in your old phone. The other way is you send in your old phone first and then get the replacement.

Raistlin1 said:
I am in the US, but I am not sure if it is only an US thing or not. You can exchange your phone one of two ways; advanced replacement sends you a new device but you put down a deposit, when you get the replacement device you have ten days to send in your old phone. The other way is you send in your old phone first and then get the replacement.
Click to expand...
Click to collapse
Here is what they said:
Motorola Support Monkey said:
Thank you for contacting Motorola.
We inform you that the advance repair procedure is not implemented in Europe, only in the US, and it's likely that he has heard about this procedure from American customers, as the XDA developers forum is American. Unfortunately, we cannot control the information provide in third party sites not managed by Motorola.
Motorola procedures in the US are not the same as in Europe, and due to this, in this case we can only offer you a replacement or credit, both following the same procedure: send the phone back to us using the DHL labels that we will provide, and when the phone is arrived to our service centre, this will trigger automatically a refund, or a new xCode for replacement, depending on what is the option that customer prefers.
As you contacted us during the 14 days period in case xxxxx-xxxxxx, the return for credit is possible, but you will need to return the phone to us first and the the system will trigger the resolution.
In case your choose the refund of the credit, in the meantime of course you can place another order.
Click to expand...
Click to collapse
So I guess I'll get a replacement, the first phone I sent back arrived back to them in Germany the next day so hopefully I should get the code to place the order again fairly quickly.

I dropped my Moto X 2014 just three weeks after it arrived and the display was cracked. Motorola really sent me a new one after they received the broken one - I had to pay nothing.
Best costumer support I ever experienced. I don't think you can expect this anywhere else.
I'm from Germany, for your information

Is RMA Free?

I'm about to send back my 6P because it seems to have a dead pixel or dust, but doesn't bother me much anymore. If RMA is free then I guess it would be worth to exchange for me; if not, then I won't go through all the trouble.

Yes it's free, but they basically charge your card for the amount of the phone until they receive your defective phone, then refund you the money. They provide the paid shipping label all u have to do is provide the box to ship it in.
Orlandogz said:
I'm about to send back my 6P because it seems to have a dead pixel or dust, but doesn't bother me much anymore. If RMA is free then I guess it would be worth to exchange for me; if not, then I won't go through all the trouble.
Click to expand...
Click to collapse

brownmc77 said:
Yes it's free, but they basically charge your card for the amount of the phone until they receive your defective phone, then refund you the money. They provide the paid shipping label all u have to do is provide the box to ship it in.
Click to expand...
Click to collapse
OK, I guess I'll do it.
Thanks for response!!

How to recognise a fake Samsung Galaxy S10+ ?

Hello, guys. I was wondering how to recognize a fake Galaxy S10+. The reason is, I am looking forward to buying one, and found it on some sites which sell it for approx. 710/720Euro.

SlyDo0nZ said:
Hello, guys. I was wondering how to recognize a fake Galaxy S10+. The reason is, I am looking forward to buying one, and found it on some sites which sell it for approx. 710/720Euro.
Click to expand...
Click to collapse
Make sure to pay with PayPal or or a creditcard. If there is a problem with the phone you can file a dispute and you probably get your money back. Here are some tips to spot a fake S10+ https://www.blogtechtips.com/2019/03/24/how-to-spot-a-fake-galaxy-s10/.

gee2012 said:
Make sure to pay with PayPal or or a creditcard. If there is a problem with the phone you can file a dispute and you probably get your money back. Here are some tips to spot a fake S10+ .
Click to expand...
Click to collapse
And here comes the problem, the only payment method is via cash at delivery, and if you are lucky, you get to actually see the device before paying. Otherwise, you keep it and the return policy at this country (Bulgaria) is broken. So you can not return it if the box is opened. Yup, that's true :/ So, the options left are to hope, and look if the box is legit or not ?

SlyDo0nZ said:
And here comes the problem, the only payment method is via cash at delivery, and if you are lucky, you get to actually see the device before paying. Otherwise, you keep it and the return policy at this country (Bulgaria) is broken. So you can not return it if the box is opened. Yup, that's true :/ So, the options left are to hope, and look if the box is legit or not ?
Click to expand...
Click to collapse
Is a it a reputable webshop or a (private) vendor? If its the last i wouldn`t gamble my money away personaly. If it is delivered by a courier you don get to see the box before signing and paying the delivery so you can`t be sure until you open the delivery box. Prices here in NL are about 820 euro`s for a new S10+. I would pay a bit more to avoid problems. Besides that Bulgaria is part of the EU afaik so you should be able to return the phone (even of the box was opened) within 14 days after delivery and the seller has yo refund the amount you paid (if bought at a webshop!).

gee2012 said:
Is a it a reputable webshop or a (private) vendor? If its the last i wouldn`t gamble my money away personaly. If it is delivered by a courier you don get to see the box before signing and paying the delivery so you can`t be sure until you open the delivery box. Prices here in NL are about 820 euro`s for a new S10+. I would pay a bit more to avoid problems. Besides that Bulgaria is part of the EU afaik so you should be able to return the phone within 14 days after delivery and the seller has yo refund the amount you paid (if bought at a webshop!).
Click to expand...
Click to collapse
That is pretty much true.
I reached out to the website and now waiting for reply. And to your question, reputable ? meh, it has a 5/5 star rating and last month 20users were satisfied with their purchase. It is based at Varna, with physical shop. That's all I can get from their website.
FYI, the site is smartfoni.bg, which is partnered with pazaruvaj.com (from where I found it). If you visit it, you can see that the specs are right, but at the review of the unit, they are mashed up, like 6GB RAM ?

SlyDo0nZ said:
That is pretty much true.
I reached out to the website and now waiting for reply. And to your question, reputable ? meh, it has a 5/5 star rating and last month 20users were satisfied with their purchase. It is based at Varna, with physical shop. That's all I can get from their website.
FYI, the site is smartfoni.bg, which is partnered with pazaruvaj.com (from where I found it). If you visit it, you can see that the specs are right, but at the review of the unit, they are mashed up, like 6GB RAM ?
Click to expand...
Click to collapse
It should be 8 GB`s of ram, just make sure of you can return it within 14 days and get your money back, even if the box was opened. It has to be in writing (or an email) to be worth something.

gee2012 said:
It should be 8 GB`s of ram, just make sure of you can return it within 14 days and get your money back, even if the box was opened. It has to be in writing (or an email) to be worth something.
Click to expand...
Click to collapse
OK, thanks for the help. Just hoping it will be a legit one.

SlyDo0nZ said:
OK, thanks for the help. Just hoping it will be a legit one.
Click to expand...
Click to collapse
Good luck