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Like most of you here, I preordered a 8GB Nexus 7 from the Google Play Store soon after the announcement. However, when J&R had their 4th of July sale, I bought the 16GB for the same price (free shipping + no tax) and canceled my Google Play order.
Yesterday, I got a shipping notification from the Google Play Store so I called today to see if I could refuse shipping, and the customer service representative told me interesting news regarding the warranty:
He said if I ordered from a retailer other than Google, all warranty claims would be handled directly by ASUS. That could mean shipping to/from and a wait for your device to get repaired.
However, if you order from Google, all warranty claims will be handled by Google, and they will ship an advanced-replacement no questions asked with free shipping of your old tablet.
Thought I'd share with the community this information. This news is enough for me to just accept my Google Play order and cancel my J&R order considering this is a first-generation device which could have some manufacturing bugs in it.
EDIT:
There are varying reports of whether or not this is true. What IS true is that without this written on paper, this statement by the CS rep is worthless. Worth giving a call and finding out for yourself. Hopefully it's true.
This reminds me: I bought the Nexus One from Google way back and the repair process was done completely through Google, not HTC. They sent me a new one and I put the old one in the box and shipped it back for free, just like this CS rep said for the Nexus 7. Just another hint that this may be true based on past experiences.
I was told the same, which is why I didn't go to gametop and cancel my GPS preorder. Google rep assured me its worth the wait
kwonyewest said:
Like most of you here, I preordered a 8GB Nexus 7 from the Google Play Store soon after the announcement. However, when J&R had their 4th of July sale, I bought the 16GB for the same price (free shipping + no tax) and canceled my Google Play order.
Yesterday, I got a shipping notification from the Google Play Store so I called today to see if I could refuse shipping, and the customer service representative told me interesting news regarding the warranty:
He said if I ordered from a retailer other than Google, all warranty claims would be handled directly by ASUS. That could mean shipping to/from and a wait for your device to get repaired.
However, if you order from Google, all warranty claims will be handled by Google, and they will ship an advanced-replacement no questions asked with free shipping of your old tablet.
Thought I'd share with the community this information. This news is enough for me to just accept my Google Play order and cancel my J&R order considering this is a first-generation device which could have some manufacturing bugs in it.
Click to expand...
Click to collapse
Wow interesting, now I'm really not minding the wait
Sent from my EVO using xda premium
Wow, if this is true that is indeed great news for those of us STILL waiting. Interesting however they mention free shipping, no questions asked.... when we can't get our questions answered about when we will get it, and we paid $14 2 day shipping.... LOL
smirkis said:
I was told the same, which is why I didn't go to gametop and cancel my GPS preorder. Google rep assured me its worth the wait
Click to expand...
Click to collapse
It's good to know you got that information too. I'm a little skeptical about information told my customer service reps, especially with the whole shipping confirmation fiasco this past week. I'm sure they're well-intentioned, but some might just be misinformed.
Hmmm this is very interesting information. I have a order from Google that should arrive shortly, however I jumped at the opportunity to buy one from Sam's club. The Sam's club one was 20 cheaper, but it might be worth that to just deal with Google if there is a problem. Decisions decisions.
Sent from my Nexus 7 using xda app-developers app
Why not just get bestbuy to price match J&R or Sam's club if you can wait? Best buy is great for price matching and no hassle returns. In Canada at least. Not as crazy a return policy as Costco where you can literally take a crap on the product and if you ***** enough they will issue a full refund but pretty close.
From the Google Play website :
Nexus 7 limited warranty
The Nexus 7 is manufactured by ASUSTeK Computer Inc. ASUS provides a limited 12 month warranty for the Nexus 7. Please refer to the warranty card in the Nexus 7 packaging or ASUS for details on the ASUS limited warranty.
It seems that ASUS is handling all warranty claims. Also Google Play only has a 15 day return policy. Unless they are doing something different from what is on the website. I would think the GP and retail packaging is the same, so the warranty information contained in the box would also be the same.
Great for those in the US, wonder how well it works for other country's, google certainly don't see the easiest people to get hold of if you live in the UK.
I'd rather buy from a store where I can actually take it back if there's a problem without having to deal with shipping it to another country.
SirWill said:
Wow, if this is true that is indeed great news for those of us STILL waiting. Interesting however they mention free shipping, no questions asked.... when we can't get our questions answered about when we will get it, and we paid $14 2 day shipping.... LOL
Click to expand...
Click to collapse
Don't ask, don't tell.
Sent from my DROID RAZR using Tapatalk 2
>However, if you order from Google, all warranty claims will be handled by Google, and they will ship an advanced-replacement no questions asked with free shipping of your old tablet.
No offense, but unless it's in writing, it's worthless. Whatever a CS rep say over the phone is suspect when he's trying to dissuade you from cancelling an order.
Google has no service center, so it can't handle warranty claims. It's common sense that Asus would handle it, which is what it says on the N7 warranty card. In writing.
Ditto for the "advance cross-ship" claim. Call whatever Google's tech-supp number, say you've got a bum unit, and ask for cross-ship. Find out firsthand. IMO, I doubt it.
so I just called into google and the rep did alot of researching for me. Basically there is no difference. With Google, you have a 15 day period. I bought through Sams, so I have a 30 day return period. After that it is all covered equally through ASUS.
He actually said that the exact process for handling claims under the 1 year warrenty hasnt been fully worked out by Google and Asus. He said that you would return to your manufacturer and they would instruct you on the return process. With them it would be mailing it in "at little or no cost to you". He said eventually it would all come back to them. He said that the google play store was just one of their distribution routes, and isnt treated differently than the other.
When I bought the device from Sams club I added on a 2 year warranty (3 total) through them, so I should be good to go.
>With Google, you have a 15 day period. I bought through Sams, so I have a 30 day return period.
Yep, always buy through a retailer, preferably a B&M one. Retailers exist for a reason: they're best equipped to deal with end users. Manufacturers aren't. You get better warranty terms, and more buyer protection from a retailer.
Plus, if push comes to shove, you can go into the store and make a scene. You can't do that over the phone or through e-mail when dealing with the manufacturer. They can tell you "tough luck," and you have little recourse. You can sue in small claims, but that's a hassle most people won't try.
kwonyewest said:
Like most of you here, I preordered a 8GB Nexus 7 from the Google Play Store soon after the announcement. However, when J&R had their 4th of July sale, I bought the 16GB for the same price (free shipping + no tax) and canceled my Google Play order.
Yesterday, I got a shipping notification from the Google Play Store so I called today to see if I could refuse shipping, and the customer service representative told me interesting news regarding the warranty:
He said if I ordered from a retailer other than Google, all warranty claims would be handled directly by ASUS. That could mean shipping to/from and a wait for your device to get repaired.
However, if you order from Google, all warranty claims will be handled by Google, and they will ship an advanced-replacement no questions asked with free shipping of your old tablet.
Thought I'd share with the community this information. This news is enough for me to just accept my Google Play order and cancel my J&R order considering this is a first-generation device which could have some manufacturing bugs in it.
EDIT:
There are varying reports of whether or not this is true. What IS true is that without this written on paper, this statement by the CS rep is worthless. Worth giving a call and finding out for yourself. Hopefully it's true.
This reminds me: I bought the Nexus One from Google way back and the repair process was done completely through Google, not HTC. They sent me a new one and I put the old one in the box and shipped it back for free, just like this CS rep said for the Nexus 7. Just another hint that this may be true based on past experiences.
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I was told the same thing by Google yesterday after waiting on hold for close to an hour to chew someone out lol but after I heard that I semi calmed me down and now I'm kinda alright with the wait.
meno73 said:
I was told the same thing by Google yesterday after waiting on hold for close to an hour to chew someone out lol but after I heard that I semi calmed me down and now I'm kinda alright with the wait.
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Click to collapse
I could totally see them starting this specifically because of the dissatisfaction of their customers right now. I can't even imagine how many calls they must've gotten to cancel an order.
I just got off the phone with Google and I grilled the guy about the warranty for a good 10 minutes. He confirmed that there will in fact be advance replacements shipped out for all warranty claims. He also made mention of reduced costs for repairs should we damage our N7s. This right here is good enough for me, when mine arrives from Google Play, I will be returning the one I bought at ABT Electronics.
Sent from my HTC One X using xda premium
_MetalHead_ said:
I just got off the phone with Google and I grilled the guy about the warranty for a good 10 minutes. He confirmed that there will in fact be advance replacements shipped out for all warranty claims. He also made mention of reduced costs for repairs should we damage our N7s. This right here is good enough for me, when mine arrives from Google Play, I will be returning the one I bought at ABT Electronics.
Sent from my HTC One X using xda premium
Click to expand...
Click to collapse
So to summarize your actions:
- you buy from GP
- you buy another from ABT, and intend to refuse your GP version because you don't want to wait a few more days, thus costing Google money to process your return
- you "grill" Google's customer service for 10 minutes (mind you, just to obtain warranty information. Not like they are trying to screw you out of your money like cable or wireless companies).
- you now decide to keep the GP version when it arrives, and return your ABT version, thus costing ABT money to process your return
That's pretty selfish behavior IMO. It's all within your rights, but I certainly don't want to be on the other end dealing with customers like you. This type of behavior is also the reason why return policies get restricter over time, causing everyone to suffer for the actions of a few.
_MetalHead_ said:
I just got off the phone with Google and I grilled the guy about the warranty for a good 10 minutes. He confirmed that there will in fact be advance replacements shipped out for all warranty claims. He also made mention of reduced costs for repairs should we damage our N7s. This right here is good enough for me, when mine arrives from Google Play, I will be returning the one I bought at ABT Electronics.
Sent from my HTC One X using xda premium
Click to expand...
Click to collapse
you'd be lucky if they take it back. GameStop assured me when I open it, its mine for life.
waiting isn't that bad, development is slow right now anyway
_MetalHead_ said:
I just got off the phone with Google and I grilled the guy about the warranty for a good 10 minutes. He confirmed that there will in fact be advance replacements shipped out for all warranty claims. He also made mention of reduced costs for repairs should we damage our N7s. This right here is good enough for me, when mine arrives from Google Play, I will be returning the one I bought at ABT Electronics.
Sent from my HTC One X using xda premium
Click to expand...
Click to collapse
Trust me, they'll say whatever to get you off the line.
>GameStop assured me when I open it, its mine for life.
Retailers have different return policies for electronics. Best to check them before buying. Gamestop's policy is 30-day exchange, no refunds. Abt is 15-day exchange or refund (less 15% restocking).
http://www.gamestop.com/gs/help/Returns.aspx
http://www.abt.com/help/return-policy
>He confirmed that there will in fact be advance replacements shipped out for all warranty claims.
I've only seen advance cross-ship (what I call VIP service) on high-margin items, typically for business users, where service/support is a key selling point. N7 is a low-margin consumer device. Experience says that you won't get VIP treatment for a Walmart-type item.
Rather than asking the CS rep, you have an N7 in hand, so just call Google's 800 number and claim warranty service. Claim it's broken, and you want cross-ship. Do a dry run. See if they actually do it, and if they differentiate between those sold from Google Play and retailers.
Just thought I tell you that I cancelled my order for the 8 gig model post two days after I ordered it but then yesterday received an email stating that the thing was on its way over to me and arrived this morning???
Idk. Contact google again?
Sent from my Nexus 7 using xda premium
If you have not been charged then woo hoo
Jordanooo said:
If you have not been charged then woo hoo
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+1 free Nexus 7? Unless Google storms your house...
Sent from my i777 using xda app-developers app
n7 delivered and your credit card charged: if you have a copy of order cancelation, use it for a chargeback with your credit card company. keep n7.
n7 delivered and you're credit card NOT charged: keep n7.
Good luck!
Let us know if you still got charged!
I tried to cancel my order but Google rep told me it had to be done within 60 minutes. It was nor really an issue because after I had bought a 16gig N7 at Sam's (saving about $20) the monet was not there for them to charge my account.
I called my bank and they told me there would be no nsf fee. No problems as far as I am concerned.
Google should fulfill pre-orders before sending them to retail outlets
Cen5
Sent from my Transformer TF101 using Tapatalk 2
If its free and you're not charged, why haven't you deleted this post yet??
skynoir said:
n7 delivered and your credit card charged: if you have a copy of order cancelation, use it for a chargeback with your credit card company. keep n7.
n7 delivered and you're credit card NOT charged: keep n7.
Good luck!
Click to expand...
Click to collapse
Steal N7? People have no morals or ethics. It's disgusting.
The Truth of the matter is Google specifically stated in their terms and conditions of sale that there were no cancellations. As you are unlikely to have cancelled by phone (because they wouldn't let you) you have probably just used the support web page and sent it in. That isn't valid, your order is still good.
Correct way to move forward now is to phone them and request a return which they have said they will do if you have not opened the package.
The important thing to realise is that right now you have the device you ordered. Google's card processing system is catching up. If you have not been charged you you will be soon.
glowworm62 said:
Steal N7? People have no morals or ethics. It's disgusting.
The Truth of the matter is Google specifically stated in their terms and conditions of sale that there were no cancellations. As you are unlikely to have cancelled by phone (because they wouldn't let you) you have probably just used the support web page and sent it in. That isn't valid, your order is still good.
Correct way to move forward now is to phone them and request a return which they have said they will do if you have not opened the package.
The important thing to realise is that right now you have the device you ordered. Google's card processing system is catching up. If you have not been charged you you will be soon.
Click to expand...
Click to collapse
I didn't think they're was a cancel online, I did mine by having them call me, and even the first rep didn't do that right.
Eventually I called back and a different rep said my request to cancel never happened even though the first rep days before said he did it.
Second rep did it again and sent it off to the appropriate people. 24-48 hours later, I received email confirmation including the order number, was cancelled.
Sent from my PC36100 using Tapatalk 2
WhiteiceDMSTech said:
Second rep did it again and sent it off to the appropriate people. 24-48 hours later, I received email confirmation including the order number, was cancelled.
Click to expand...
Click to collapse
In that case you have a good set of history to now request they come at their expense and pick it up and return your money (if charged).
It would be nicer if the delays were not 60 minutes ha as a result of the level of borkedness of this release! Good luck.
If it says it was cancelled, you will probably get a knock on the door from a UPS guy saying that you have a shipping request. You can either a) say no, keep the tablet, get charged or b) give it to him, wait 2 weeks, get a refund from google)
All you can do now is either return the package unopened to UPS (You have 5 days) or sell it on Ebay.
TahrirSquare said:
All you can do now is either return the package unopened to UPS (You have 5 days) or sell it on Ebay.
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Why sell it? You would get less than you paid for it. Return it
dirtyfingers said:
Why sell it? You would get less than you paid for it. Return it
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No way he can get less than what he paid for it, they're all selling for a profit now. plus he might get his money faster since google refund will take a couple of weeks. However if he doesn't sell it he's stuck with it.
dirtyfingers said:
Why sell it? You would get less than you paid for it. Return it
Click to expand...
Click to collapse
you can sell it for any price you want
glowworm62 said:
Steal N7? People have no morals or ethics. It's disgusting.
The Truth of the matter is Google specifically stated in their terms and conditions of sale that there were no cancellations. As you are unlikely to have cancelled by phone (because they wouldn't let you) you have probably just used the support web page and sent it in. That isn't valid, your order is still good.
Correct way to move forward now is to phone them and request a return which they have said they will do if you have not opened the package.
The important thing to realise is that right now you have the device you ordered. Google's card processing system is catching up. If you have not been charged you you will be soon.
Click to expand...
Click to collapse
Thanks for the reply
I contacted google last night and they said that they would send a email regarding shipping however, this has still not arrived. I then proceeded to put a complaint against google for ignoring my request for cancellation of the goods.
I bought this tablet in the UK so regarding googles policy it really does not matter if they stated "no Cancellations" as this wanders into the realms of "goods law" and statutory rights of the buyer.
I have told a friend at work that I have one for sale or return she stated that she wanted it at the cost £170. Shame, though it would have been nice to make enough extra on top for a cheeky pint!
Also forgot to mention I have already purchased the 16 gig variant through HMV at 190 quid. Also TESCO are selling these at 190 with the order number/discount voucher thing of TDX-KPHM if anyone else is interested.
If this is UK and you were charged, send it back under DSR within 7 days and they must refund you.
Daern
Sent from my Galaxy Nexus using Tapatalk 2
So, I initially order an 8gb Nexus from Google on the 27 June, cancelled it on the 29th and ordered the 16 gb one from currys.
As I didn't get a confirmation of cancellation, emailed again on the 10th. And my currys one yesterday.
But still phone got delivered 2 days ago. Phoned Google, who gave me an RMA number and said I will get my return shipment money back, just send it back by tnt.
But tnt want £35 to return it, and I'm not confident I'll get my refund on return from Google.
What have the others done? How are you sending it back in the UK?
Sent from my Nexus 7 using Tapatalk 2
I would try to return the Curry's one in all honesty.
Check them both for the screen raise fault first though.
Google said they would refund my shipping. But as yet still waiting
Sent from my Nexus 7 using xda premium
I had the same problem as they sent out the unit even though I cancelled. I just sold it on as it was the easiest way of getting my money back. Try gumtree as it won't cost anything to sell it. Or even tell friends as you may get a cheeky pint out of it as well
My currys one is perfect, but haven't opened up the other one.
To the guys who returned it, did you return it with TNT or by special delivery (royal mail)?
My mates who want a nexus want a 16 GB, so need to return this 8 GB one.
Sent from mobile.
Anyone from UK?
shock-UK said:
Anyone from UK?
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hey bro, im trying to figure out how to return my nexus 7 too, got battery problems.
i got the RMA form and the TNT email thing, but do we really have to return through TNT, cant i just go to the post office and pay like a fiver to send it off? makes things much easier
please get back to me asap thanks
Hi mate are you selling your 8GB Nexus 7, I'm in the UK. Where are you located as I will buy it from you rather than sending it back.
habz1234 said:
hey bro, im trying to figure out how to return my nexus 7 too, got battery problems.
i got the RMA form and the TNT email thing, but do we really have to return through TNT, cant i just go to the post office and pay like a fiver to send it off? makes things much easier
please get back to me asap thanks
Click to expand...
Click to collapse
What was the time line for you getting your RMA. Your email from TNT and your replacement device ?
I've had my RMA. Had my replacement device. But no return shipping instructions!!! So am sat with 2 nexus 7 and looking at a £400 bill. And getting no luck with phoning or emailing google!!
They're obliged by law to refund the postage costs incurred. If they don't do so you can take them to small-claims court and you will win.
You could try postage supermarket - they use tnt and get cheaper prices
Sent from my Nexus 7 using Tapatalk 2
I don't believe you have to go through TNT in the UK as this is part of the RMA email I recieved from google:
3. You'll receive a return shipping label within 48 hours of your replacement device. Use this label with the shipping container used for returning your original device. Purchase return shipping from your preferred courier (Royal Mail for example) and specify the following return address:
Computer 2000
Harrier Parkway
Magna Parkway
Lutterworth
Leicester
Leicestershire
LE17 4XT
UK
4. Print your shipping label from your preferred courier and affix it to your return box. Take your package to any authorized shipping outlet near you.
charliemiddleton said:
What was the time line for you getting your RMA. Your email from TNT and your replacement device ?
I've had my RMA. Had my replacement device. But no return shipping instructions!!! So am sat with 2 nexus 7 and looking at a £400 bill. And getting no luck with phoning or emailing google!!
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Click to collapse
i basically phoned them, got my RMA form, and within that email they just state to sent back the device to the address given, being the computer 2000 address...
i however didnt use TNT and used royal mail special delivery with insurance of up to £150, it costed me £7.50 to do so
i orderd mines on 18/07/12 from currys and it came 25/07/12.
mines is perfect not one dead pixel, no light bleed and nothing else they have reported on herd. i love this thing. is supa fast and smooth. verry happy with it.
Sent from my Nexus 7 using xda app-developers app
If you are exercising your rights under distance selling regulations (#), you may have to pay the cost for returning if the seller has stated this in their terms and conditions. If not, you pay nothing.
Here was link to t and c in my June pre order email.
https://play.google.com/about/device-terms.html
It does state return at your cost unfortunately. I believe Google should refund cost as a goodwill gesture. It is hinted here, where it offers a 15 day opened box prepaid return policy as an 'extra' to you legal rights. This is where you would usually see "this does not affect your statutory rights"
http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2661524&rd=1
The seller must refund delivery and unit price within 30 days of your notification of exercising DSR. You must return the item within a reasonable time period.
http://oft.gov.uk/business-advice/treating-customers-fairly/dshome/dsrexplained
Note applying under faulty goods is slightly different
http://oft.gov.uk/business-advice/treating-customers-fairly/sogahome/sogaexplained
I think we are duplicating threads as I am repeating myself. Can we pin or lock?
# I have said unopened box previously, as is usually case for general goods with clear packaging but I think it is reasonable to open the nexus box to inspect the goods, as you would do this in a retail shop. There is no hard rule on this, it is what is judged, by the average population what is considered reasonable. Proportionality is usually taken into account. I consider it reasonable to open the box to inspect a 200 pound item. You will still have a statutory duty to take reasonable care to look after the item. The seller cannot insist on using original packaging but it may be considered reasonable to do so.
Sent from my Nexus 7 using xda app-developers app
xenon1024 said:
Here was link to t and c in my June pre order email.
https://play.google.com/about/device-terms.html
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Click to collapse
Those T&Cs specifically say they apply to the US, but I can't find any UK-specific terms anywhere on their site, therefore the sale is bound by statutory defaults. BTW, the section about returning 'at your own cost' covers returns for refund, not warranty returns for defect repair/exchange, which is the section below it and doesn't mention anything about having to cover return postage.
Yeah I know - I described separate scenarios:
Statutory rights under DSR [under SOGA] (ie I have inspected the goods and changed my mind about the contract). You do not pay the cost of returning if you are sending item back unless the terms and conditions state so. It does say you pay in the "Devices on Google Play Terms of Sale (United States)", but the "Refunds, returns & replacements" Dedicated page [uk view] doesn't mention anything, so I reckon we don't have to pay.
Statutory rights under SOGA (defective goods etc). You do not pay the cost of returning item, whatever.
In this instance for us Nexus 7 buyers, you should not only return defective goods as a 'warranty' scenario, but pull the SOGA card, which is much more beneficial for consumers. Also our contract is with Google (or whatever retailer you shopped at) not with ASUS, so we shouldn't even have to contact ASUS.
Yeah, SOGA trumps DSR because by virtue of receiving goods, or inspecting goods and found a defect, then it does not conform to the contract.
Right to warranty is not a statutory right. Like the 15 day return policy, it is an 'extra' to your rights and Google should in their right mind keep a good public image by not making us suffer!
Yeah, I couldn't find a UK specific one, it makes sense for an international seller to have a generic one, there is a paragraph on governance:
"The courts in some countries will not apply California law to some types of terms and disputes. If you reside in one of those countries, then where California law is excluded from applying, your country’s laws will apply to these terms and any disputes related to them terms..."
Got my pre-paid TNT return label today and collection is booked for Monday, so everything's sorted out. Looks like they're sending the defective ones to a warehouse in Emmen in the Netherlands.
charlesky said:
Got my pre-paid TNT return label today and collection is booked for Monday, so everything's sorted out. Looks like they're sending the defective ones to a warehouse in Emmen in the Netherlands.
Click to expand...
Click to collapse
I had real trouble getting the TNT lot on the phone to arrange a pick up. They seemed very confused that the account number was for a company in Birmingham yet I was sending it to the Netherlands.
Phoned back, got a different operator, no problem!
Don't get this thread. Return for what reason?
I want from Google something that will compensate me for the lack of information. I ordered on Tuesday at 8:43 and I have no email stating it shipped or it was back ordered. I don't want money or some free gift. I want a Company the size of google to state they are sorry and explain how mistakes like this happened. Then I want them to state what they are doing on the next product release to avoid this from happening again.
Lil Jones said:
I want from Google something that will compensate me for the lack of information. I ordered on Tuesday at 8:43 and I have no email stating it shipped or it was back ordered. I don't want money or some free gift. I want a Company the size of google to state they are sorry and explain how mistakes like this happened. Then I want them to state what they are doing on the next product release to avoid this from happening again.
Click to expand...
Click to collapse
The sense of entitlement is strong with this one.
Id be happy with google credit or a bumper (then I wouldnt get it for even longer)
roughavoc said:
Id be happy with google credit or a bumper (then I wouldnt get it for even longer)
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Click to collapse
The bumper is $28 after tax and shipping.
Lil Jones said:
I want from Google something that will compensate me for the lack of information. I ordered on Tuesday at 8:43 and I have no email stating it shipped or it was back ordered. I don't want money or some free gift. I want a Company the size of google to state they are sorry and explain how mistakes like this happened. Then I want them to state what they are doing on the next product release to avoid this from happening again.
Click to expand...
Click to collapse
Or else..?
Good luck with that Mr. Jones.
Sent from my Galaxy Nexus using xda app-developers app
Agree. The lack of customer service, lack of information, and utter disregard for their customers during the process, is absolutely UNACCEPTABLE.
I didn't even get a confirmation email, no updates, no status changes, nothing. I got my order in at 11:35:06am EST.
If it wasn't for the play store account status I wouldn't even know I had an order in!
DDeveryday said:
The bumper is $28 after tax and shipping.
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Click to collapse
Apple did it for $30 bumpers + tax and shipping for something that really wasn't even an issue.
I think Google can do it... that is if they're not backordered :fingers-crossed::fingers-crossed:
I am very disappointed, I just called google play for the first time to ask about my order, the CSR had nothing to say, I placed my order 10:56 am CST and I am in limbo. I asked for a supervisor and he could not even cancel my order or provide any information. I have been an amazon customer for years and I have never had an issue, their amazon prime 2 day shipping works flawlessly and their customer service is amazing. I can't believe that google has such poor customer service.
enviii said:
Apple did it for $30 bumpers + tax and shipping for something that really wasn't even an issue.
I think Google can do it... that is if they're not backordered :fingers-crossed::fingers-crossed:
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Click to collapse
Let's all keep in mind that the bumpers probably cost $0.50 to make and about $3 or $4 to ship.
And I disagree, it was a big issue for me and anyone who ever had to use their phones where they only had 1 or 2 bars of service. But this isn't the time or place.
I don't know about a public apology but they did botch this royally. I'm not some kid who just can't wait till it gets here. But the miscommunication is extreme. My bumper, might I add that I ordered fifteen minutes later has already shipped. My phone, well it's still pending.
And the supervisor I spoke with is speaking at sixty words a minute assuming he knows my issue and he assumes its that I'm just ready to get it (didn't listen to me at all). The truth is, I waited to call, read all of the help info but the problem is it's been the 2 business days and still it has not shipped. Yet my four hundred dollars had been in holding since Tuesday.
At this point it's not possible for it to arrive in the time frame they quoted when I placed the order. For that, all entitlement aside they failed. So they can't cancel the order, nor tell me when it will even ship. Lol, all they say is " if you don't get tracking today call us back". The SAME thing they said yesterday when I called to confirm my order.
The goal of telephone customer service is one call resolution, not to tell someone to call back and start over tomorrow.
Sent from my Nexus 7 using xda app-developers app
bscotth said:
The sense of entitlement is strong with this one.
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Yes I do feel entitled to a little bit of information when I purchase product from one of the largest companies in the world and 72 hours later they have no idea if my order has shipped, sitting in some warehouse or back ordered. I had a 390 dollar hold placed on my account and no info as to what is going on.
Please use one of the existing threads or, better yet, take up your issue with Google not XDA.
Closed
1) Are you going to be able to pick up at the store with the pre-order because when i went to the store they said they will only ship it to you
2) If they are shipping to you, did they charge you a shipping fee?
3) When you traded in your phone did they say it'll be deferred trade in, meaning you are responsible for trading it in via mail? or did they do the trade in immediately for you and you traded it in on the spot?
I ask these questions because it sounds like to me that when you pre-order in store, they basically is just ordering it for you online for you and print you out the same documents that you can just print out yourself if you ordered it online yourself.
The note 4 will come to my house. I ship back my note 3 in the box they provide. Just like a warranty phone. They didn't charge me shipping.
donlegacyx said:
1) Are you going to be able to pick up at the store with the pre-order because when i went to the store they said they will only ship it to you
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They ship it to you. I imagine if they had to ship it to the store they'd have inventory control issues.
2) If they are shipping to you, did they charge you a shipping fee?
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Yes, they charged me 6.99 for shipping.
Also note even if you finance it (EIP) you still pay the tax up front.
So I had 45.41 in tax and 6.99 in shipping for total upfront of 52.40.
3) When you traded in your phone did they say it'll be deferred trade in, meaning you are responsible for trading it in via mail? or did they do the trade in immediately for you and you traded it in on the spot?
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I'm new to tmobile but had two lines. One for an iphone 6 so I could start service right away. For mine they list the device recovery program details (my trade in phone information) on my preorder receipt. And yes I'll have to mail it in after I get my new phone.
I ask these questions because it sounds like to me that when you pre-order in store, they basically is just ordering it for you online for you and print you out the same documents that you can just print out yourself if you ordered it online yourself.
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As I was signing up for new service, I decided to do it in store.
I'm not sure about the trade-in with the preorder at the same time.
But I assume you can do that online.
My receipt for this looks like a printed website. Though it is from handsetorder.internal.t-mobile.com so I assume it isn't a customer facing site.
I'm a new customer and ordered online on 9/24. All I got was the signed EIP email and another one saying they received my order, with only my name, order number, date and time of order, and a number that looks like the amount due, but it doesn't even have dollar sign.
The temporary charge has now disappeared from my credit card, so I hope everything is still okay and on track.
JimSmith94 said:
I'm a new customer and ordered online on 9/24. All I got was the signed EIP email and another one saying they received my order, with only my name, order number, date and time of order, and a number that looks like the amount due, but it doesn't even have dollar sign.
The temporary charge has now disappeared from my credit card, so I hope everything is still okay and on track.
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you should see a $1 tmobile hold after it goes away (maybe a day or two later) and they will charge it a couple days before the 17th (when they ship it too you). Im in california and they said they are shipping it on the 14-15th so i will receive it on the 17th.
can somebody take a picture of their receipt of tradein/phone (blacked out info of course)?
donlegacyx said:
can somebody take a picture of their receipt of tradein/phone (blacked out info of course)?
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That's the thing. No one knows which one were supposed to upload.
Will Rickards said:
They ship it to you. I imagine if they had to ship it to the store they'd have inventory control issues.
Yes, they charged me 6.99 for shipping.
Also note even if you finance it (EIP) you still pay the tax up front.
So I had 45.41 in tax and 6.99 in shipping for total upfront of 52.40.
I'm new to tmobile but had two lines. One for an iphone 6 so I could start service right away. For mine they list the device recovery program details (my trade in phone information) on my preorder receipt. And yes I'll have to mail it in after I get my new phone.
As I was signing up for new service, I decided to do it in store.
I'm not sure about the trade-in with the preorder at the same time.
But I assume you can do that online.
My receipt for this looks like a printed website. Though it is from handsetorder.internal.t-mobile.com so I assume it isn't a customer facing site.
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Wooooow.... my tax was $65 some odd dollars and 72+ after shipping.... sucks living in commiefornia
N how did the guy above you get free shipping? I think you missed something buddy...
Did any offer that if you get it next day'd you get it a day before the release?
Do T-mobile ship by UPS or Fedex?
If UPS, can you tell it to leave it at the distribution center and you can pick it up. It doesnt need to make one try at your home first.
chong67 said:
Do T-mobile ship by UPS or Fedex?
If UPS, can you tell it to leave it at the distribution center and you can pick it up. It doesnt need to make one try at your home first.
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UPS, and if you have myUPS, then I think you can.
Exactly, have to be a myups member. I love that feature cause the center is right down the street from me but my regular driver doesn't stop here till the end of his route... so by having them hold it, I can pick up my packages at 9am instead.
Can I still pre-order and take advantage off the $200 off.What I'm going to do is upgrade my phone line that I have now and pay T-Mobile $200 down and $23 a month for 24 months.If yes could you please explain how the process works. Thanks In advance!!!
Sent from my SM-G900T using XDA Free mobile app
There's a thread on this already. More than one, but here.
xda23 said:
Can I still pre-order and take advantage off the $200 off.What I'm going to do is upgrade my phone line that I have now and pay T-Mobile $200 down and $23 a month for 24 months.If yes could you please explain how the process works. Thanks In advance!!!
Sent from my SM-G900T using XDA Free mobile app
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