Database Develop

RMA (My quick experience)

Was on hold for 45 minutes, guy picks up, tell him about the speaker issue I'm having (distortion), was really nice, talked to supervisor for a few minutes, said ok, we can't do much here from my screen but in an hour you should get an email with someone getting more info about the tablet and sending you a replacement. Took an hour total I think, got the first email now, waiting for the follow up, RMA seems super easy like Amazon and the Kindle fire, same practice. I'll try to keep you guys updated?

dude2k5 said:
Was on hold for 45 minutes, guy picks up, tell him about the speaker issue I'm having (distortion), was really nice, talked to supervisor for a few minutes, said ok, we can't do much here from my screen but in an hour you should get an email with someone getting more info about the tablet and sending you a replacement. Took an hour total I think, got the first email now, waiting for the follow up, RMA seems super easy like Amazon and the Kindle fire, same practice. I'll try to keep you guys updated?
Click to expand...
Click to collapse
I called in on tuesday night, hour on hold, spoke to the guy for about a minute about my backlight. He took my email info and I got an email regarding the ticket being created. I was told 24-48 hours for someone else to contact me. They have about 10 hours left to get to me within their window.
Honestly, this is nothing like amazon. I've had to exchange items before, they usually send it out overnight, then have you ship back the defective item once you get the new one. At this point, im never buying from google directly again.

This is Googles first tablet and some of the blame could be because of Asus, so you can't fully blame one or the other. To quit using them forever is stupid, so they had a hiccup, boohoo. All major companies have "hiccups" and people still get past them. Just try to enjoy it the best you can, it's frustrating, trust me, 2 days and a bad speaker already? But how is this Googles fault, they didn't build the tablet. They funded it perhaps, but they receive all the blame. **** happens when you build a mini computer so small and cheap.

I too received an email straight away after I registered a RMA, yet I'm still waiting for the email with details, from the second tier support. I haven't read about anyone receiving this email yet. Maybe we should start an epic "where is my RMA email" thread, to rival the Play store shipping thread?

kumqwat said:
I too received an email straight away after I registered a RMA, yet I'm still waiting for the email with details, from the second tier support. I haven't read about anyone receiving this email yet. Maybe we should start an epic "where is my RMA email" thread, to rival the Play store shipping thread?
Click to expand...
Click to collapse
Hahahah that would be hilarious. Getting a RMA tablet before some people bought/got their first one.

I emailed Google Play a couple days ago and called today. They just replied my email a minute ago.
No questions asked, they just sent me the UPS return label and let me place an order for a free replacement.
After the new one is delivered I have 21 days to send the defective one to them or else I get charged for it.
Overall a pretty pleasant experience. Hope the replacement doesn't take too long to ship.

Called once......Said they would send RMA
None came
Called again........Said they had no record of my call. Said they would send an RMA.
Never came
Calling third time.....filed BBB report on Google.
Tomorrow......have stop payment put on my credit card.

Just sent an email, it'll be interesting to see how quickly they respond. I don't really want to get a replacement TOO soon. I'd rather they have a chance to work out some of the initial manufacturing kinks. Hopefully they have some mechanism for checking units before sending them out as replacements; I don't really want to go through this process too many times.

Update, RMA email arrived.
18th 1120 - took delivery
18th 1300 - email support asking for replacement
18th 2200 - rang support asking for replacement
20th 0400 - RMA email arrived
20th 0830 - order replacement through the custom google wallet method
20th 0831 - notice that the UK google play says 16GB N7s are "coming soon"

dude2k5 said:
This is Googles first tablet and some of the blame could be because of Asus, so you can't fully blame one or the other. To quit using them forever is stupid, so they had a hiccup, boohoo. All major companies have "hiccups" and people still get past them. Just try to enjoy it the best you can, it's frustrating, trust me, 2 days and a bad speaker already? But how is this Googles fault, they didn't build the tablet. They funded it perhaps, but they receive all the blame. **** happens when you build a mini computer so small and cheap.
Click to expand...
Click to collapse
It's acceptable to you that an RMA request cannot be approved by the CSR and must instead be escalated? This is not a hiccup. This is failure built into the system. I was told to expect a response within two weeks. Inadequate customer service for buyers from Google Play is entirely Google's fault.
I don't understand why we should be so forgiving of a behemoth like Google. This is not a small company or startup suddenly finding itself in over its head.

11440 said:
It's acceptable to you that an RMA request cannot be approved by the CSR and must instead be escalated? This is not a hiccup. This is failure built into the system. I was told to expect a response within two weeks. Inadequate customer service for buyers from Google Play is entirely Google's fault.
I don't understand why we should be so forgiving of a behemoth like Google. This is not a small company or startup suddenly finding itself in over its head.
Click to expand...
Click to collapse
+1,000,000

dude2k5 said:
This is Googles first tablet and some of the blame could be because of Asus, so you can't fully blame one or the other. To quit using them forever is stupid, so they had a hiccup, boohoo. All major companies have "hiccups" and people still get past them. Just try to enjoy it the best you can, it's frustrating, trust me, 2 days and a bad speaker already? But how is this Googles fault, they didn't build the tablet. They funded it perhaps, but they receive all the blame. **** happens when you build a mini computer so small and cheap.
Click to expand...
Click to collapse
I never faulted Google for the hardware, re-read what I wrote. I am faulting them with how they are handling the mess created by all of the defective devices. As it stands, it has been more than 48 hours since I contacted them and I have nothing to show for it. I called again this morning, on hold for over and hour to final get to a CS rep that was unable to do anything but to say wait until Monday.
Just to keep a timeframe of events..
Received the item Tuesday 7/17
Backlight issue was apparent right away, called google. Help ticket was created with a 24-48 hour window for a response by google's escalation team.
Fast foward to today, 7/20. called again, now im being told to wait until monday for some sort of contact.
This is completely unacceptable service. If by monday, I dont hear anything I will file a chargeback with my CC and make google deal with it.
---------- Post added at 04:20 PM ---------- Previous post was at 04:18 PM ----------
11440 said:
It's acceptable to you that an RMA request cannot be approved by the CSR and must instead be escalated? This is not a hiccup. This is failure built into the system. I was told to expect a response within two weeks. Inadequate customer service for buyers from Google Play is entirely Google's fault.
I don't understand why we should be so forgiving of a behemoth like Google. This is not a small company or startup suddenly finding itself in over its head.
Click to expand...
Click to collapse
EXACTLY!! Not to mention, what kind of business takes down their contact phone number from their support page because they are getting swamped?? What kinda BS is that??

Another update,
On the 19th was when I made the first call, was on hold for less than an hour.
22nd I got the email RMA and new order sheet
Shipped on the 24th, here today on the 25th. Less than a week overall. Still had my tablet the whole time, will UPS it back tomorrow after work.
This is for the 8GB models btw, I heard it's a week wait for the 8GB but 2 weeks for the 16GB (through an email). Might help those who are still waiting.

dude2k5 said:
Another update,
On the 19th was when I made the first call, was on hold for less than an hour.
22nd I got the email RMA and new order sheet
Shipped on the 24th, here today on the 25th. Less than a week overall. Still had my tablet the whole time, will UPS it back tomorrow after work.
This is for the 8GB models btw, I heard it's a week wait for the 8GB but 2 weeks for the 16GB (through an email). Might help those who are still waiting.
Click to expand...
Click to collapse
So, how's the new one?
Sent from my Nexus 7 using Tapatalk 2

@Dude,
I sent mine back via UPS before getting the replacement hopefully by next week.
So tell us, is the replacement ok? No screen separation or bowing ... etc?
I am just curious if they really had just a small batch of defective units or if this is bigger than that
dude2k5 said:
Another update,
On the 19th was when I made the first call, was on hold for less than an hour.
22nd I got the email RMA and new order sheet
Shipped on the 24th, here today on the 25th. Less than a week overall. Still had my tablet the whole time, will UPS it back tomorrow after work.
This is for the 8GB models btw, I heard it's a week wait for the 8GB but 2 weeks for the 16GB (through an email). Might help those who are still waiting.
Click to expand...
Click to collapse

No issues here. Screen looks fine, speaker works, feels like a solid tablet. Already restored my latest backup and running fine. Other one is unrooted, locked and back in the box.

how long did you waited to get an email with the ups shipping label for shipping the defect tablet back?

Monday evening: called in for RMA request
Tuesday evening: Received RMA instructions and UPS label. Placed order.
Thursday morning: Received UPS and Google email shipping notification for device arrival scheduled for Friday, tomorrow. Shipping is showing as "2 day".
Replacing 16GB for screen lift and faulty accelerometer sensor.

It took them over a week from 1st call to get the rma and replacement email. I called on the 16 got the emails yesterday.
Sent from my SAMSUNG-SGH-I997 using xda app-developers app

They say you have 21 days to return your original tablet or else they charge you the full price. When does this 21 days counter start? From the time you fill the RMA, or from the time they ship the replacement?

Why I'm never buying anything from Tesco Direct again

23/07: It was night time and I'd saved up the money to buy myself a Nexus 7. Great. I ordered my Nexus 7 16GB from the Tesco Direct website and set it to collect at the store for the 25th.
25/07: I collect my Nexus 7 and everything seems to be fine. At night, I realised that I had the screen separation issue and I decided I'd call Tesco the next morning.
26/07: The guy on the other end of the phone was helpful and said that I would have a replacement Nexus 7 the next day and all I had to do was wait for the Tesco delivery man to arrive and we'd trade at the door. (Lie 1)
27/07: I wasn't home so my mum gives the delivery man the defective Nexus 7 to the delivery guy who said that his colleague would come around with the replacement soon. (Lie 2)
I came home and knew that something was wrong so I called up Tesco who told me that it was never loaded into the lorry (Lie 3) but they'd call me back soon. Half an hour later, I get a call saying that it was a driver error and "it will be with me any minute now". (Lie 4) Yeah right.
28/07: The Nexus 7 still hasn't arrived so I call up Tesco and they told me that the Nexus 7 was never loaded onto the lorry. What a bunch of crap. So they've got my money and my Nexus 7 but tell me that they don't know when I'd be getting my Nexus 7. It could be next week for all they know. So I arrange a refund which will process on Wednesday at the earliest, then I'll purchase the Nexus 7 elsewhere.
Anyone in the UK who's reading this, don't be afraid to buy a Nexus 7 from Tesco but make sure you collect it from their store and not at your house. The delivery company are a joke, the aftersales service was pretty crap. Overall, my advice is to get your Nexus 7 from CPW.

You were just stitched up by the courier. Not Tesco Direct's doing there.
I had two replacements sent out by Tesco Direct , both swapped at the door without any hassle.
My third one is a keeper.

Arthur Hucksake said:
You were just stitched up by the courier. Not Tesco Direct's doing there.
I had two replacements sent out by Tesco Direct , both swapped at the door without any hassle.
My third one is a keeper.
Click to expand...
Click to collapse
But Tesco chose those guys for delivery. Why couldn't they just deliver it themselves? Or hire a company that's a little better.

Most stores are not in the delivery business... they use delivery companies to do that. As to choice, they may not have a choice that works for the price they sold you the product for.

Seems like you got unlucky. I asked for a replacement from Tesco & the guy came and delivered my second one but didn't take away the first. I've had to arrange for that to be picked up again (supposedly yesterday) & again it didn't get picked up. Useless courier they use!
Sadly the second one still has issues so I'm thinking I'll just take them both back into a store & demand a refund.

Higadeb said:
Seems like you got unlucky. I asked for a replacement from Tesco & the guy came and delivered my second one but didn't take away the first. I've had to arrange for that to be picked up again (supposedly yesterday) & again it didn't get picked up. Useless courier they use!
Sadly the second one still has issues so I'm thinking I'll just take them both back into a store & demand a refund.
Click to expand...
Click to collapse
Ditto apart from the second defective unit.
Courier (Yodel) didn't have an RMA label so he left the new one and agreed that I'd re-arrange collection.
Was just going to take it away, like, no.
I also had a late delivery for the replacement as the order was put through after 3pm which is the next day cut off point.
Replacement unit seems ok but Tesco have a 28 day no quibble returns policy.

compact_bijou said:
Ditto apart from the second defective unit.
Courier (Yodel) didn't have an RMA label so he left the new one and agreed that I'd re-arrange collection.
Was just going to take it away, like, no.
I also had a late delivery for the replacement as the order was put through after 3pm which is the next day cut off point.
Replacement unit seems ok but Tesco have a 28 day no quibble returns policy.
Click to expand...
Click to collapse
10 days actually on kit with memory in. For reasons that I cannot fathom....

Tesco are indeed useless.
I bought one which had screen lift.
Tried to take it back to the store I got it from but they would not accept a return as they did not have a Tesco Direct desk.
Sent me physically to a store with a Tesco Direct Desk.
They would not accept a return because it was not from their store.
They arranged a courier to pick up from my house... or didn't because the courier was not booked.
I called again and booked a courier - who did not turn up.
I called again and booked another courier - who also did not turn up.
I phoned them and they said my options were a store of a courier ... but neither are viable.
Total nightmare to deal with. Never again.

And your surprised??
You bought it from tesco!!!
A company that don't know their tech from their tuna.
Always buy from a specialist.

alimhaque98 said:
But Tesco chose those guys for delivery. Why couldn't they just deliver it themselves? Or hire a company that's a little better.
Click to expand...
Click to collapse
Was it YODEL that done your delivery?
They are usually good, your local hub is just poor. If I were you, i'd put something in writing that they can pass on.
---------- Post added at 07:54 PM ---------- Previous post was at 07:52 PM ----------
Really don't understand this. It must be a regional thing, it has to be.
Here, I got two next day swap outs to my door and third delivery all one time when they said. The driver showed up at 10am each time too.

Arthur Hucksake said:
Was it YODEL that done your delivery?
They are usually good, your local hub is just poor. If I were you, i'd put something in writing that they can pass on.
---------- Post added at 07:54 PM ---------- Previous post was at 07:52 PM ----------
Really don't understand this. It must be a regional thing, it has to be.
Here, I got two next day swap outs to my door and third delivery all one time when they said. The driver showed up at 10am each time too.
Click to expand...
Click to collapse
Is a regional thing, my Yodel office is great.
I'm going to go for a third swap out and if the third device is a POS I'm staying away until xmas.

GR36 said:
And your surprised??
You bought it from tesco!!!
A company that don't know their tech from their tuna.
Always buy from a specialist.
Click to expand...
Click to collapse
The returns part ... is nothing to do with the tech.... it could have been a sofa or a bicycle. The subtle nuances of the technology were nothing to do with the fact that the couriers do not turn up.
Oh and I think Tesco CS also tell porkies. Because they told me that they had done something that was flatly contradicted by another Tesco employee.

alimhaque98 said:
23/07: It was night time and I'd saved up the money to buy myself a Nexus 7. Great. I ordered my Nexus 7 16GB from the Tesco Direct website and set it to collect at the store for the 25th.
25/07: I collect my Nexus 7 and everything seems to be fine. At night, I realised that I had the screen separation issue and I decided I'd call Tesco the next morning.
26/07: The guy on the other end of the phone was helpful and said that I would have a replacement Nexus 7 the next day and all I had to do was wait for the Tesco delivery man to arrive and we'd trade at the door. (Lie 1)
27/07: I wasn't home so my mum gives the delivery man the defective Nexus 7 to the delivery guy who said that his colleague would come around with the replacement soon. (Lie 2)
I came home and knew that something was wrong so I called up Tesco who told me that it was never loaded into the lorry (Lie 3) but they'd call me back soon. Half an hour later, I get a call saying that it was a driver error and "it will be with me any minute now". (Lie 4) Yeah right.
28/07: The Nexus 7 still hasn't arrived so I call up Tesco and they told me that the Nexus 7 was never loaded onto the lorry. What a bunch of crap. So they've got my money and my Nexus 7 but tell me that they don't know when I'd be getting my Nexus 7. It could be next week for all they know. So I arrange a refund which will process on Wednesday at the earliest, then I'll purchase the Nexus 7 elsewhere.
Anyone in the UK who's reading this, don't be afraid to buy a Nexus 7 from Tesco but make sure you collect it from their store and not at your house. The delivery company are a joke, the aftersales service was pretty crap. Overall, my advice is to get your Nexus 7 from CPW.
Click to expand...
Click to collapse
lol.....
blame the courier and not tesco. would also be only fair to change op title to reflect where blame really lies.
Sent from my Nexus 7 using xda premium

GR36 said:
And your surprised??
You bought it from tesco!!!
A company that don't know their tech from their tuna.
Always buy from a specialist.
Click to expand...
Click to collapse
specialist ? ive had just as bad and worse service from so called specialist stores.
Sent from my Nexus 7 using xda premium

Ordered mine from TD to pick up in store as got a tenner off, was supposed to be there yesterday after 4, it didn't arrive as yodel are delivering it to the store?
Spoke to TD today, and they don't seem to know their arse from their elbow frankly, I think I might see if I can get one elsewhere at full price and ring TD to cancel
Sent from my HTC One X using Xparent Blue Tapatalk 2

If Tesco Direct place an item onto the delivery system after 3pm then next day becomes the day after because even at 1 minute after 3pm it is past the cut off for next day delivery.
It's called a cut off point for a reason.
That said, the people working the phones at Tesco Direct ought to a) know this and b) ought to explain explain this to the customers.
They also ought to issue a tracking number without being asked for one.
They don't do that because when you ring up to ask WTF is my item you dial an 0845 number and Tesco gets a slice of the revenue.
Every Little Helps, right ?
So, to recap: Order in the am, not the pm, ask for a tracking number to ensure that it's been entered onto the system.
When returning an item you have to label it up, Yodel don't have return shipping stickers.
The whole process is disjointed as fook but their returns policy is quite good and they have stock.

Bad news for anyone who is waiting for a warranty exchange on their Nexus 4.

As I know there are many of us out there with defective handsets I thought I should pass this on. I originally received my nexus 4 on 11/29 (defective of course), I called the next day to order a warranty replacement and was told the process and that the estimated ship date was less than one week. This was actually stated on my receipt as well. After receiving no information by 12/7 I called to check on my exchanges status only to be told an error was made on my exchange request but they corrected it and it would ship at the latest by Tuesday, 12/11.
Soooo, I call today since still no word and I was told a specialist would research my order and update me directly within 48 hours. Now the clincher, this is what the specialist sent me:
"Hi again D____ ,
I've received a response from the specialist. Due to high demand, replacements for the Nexus 4 are being delayed in shipping out. The current estimate is that they will ship in 3-5 weeks.*I'm sincerely sorry for the inconvenience."
So, how do you like them apples?
Sent from my Nexus 4 using xda premium

Google you SOB. I'm going back to the GNex...damn you LG
Sent from my Nexus 4 using xda app-developers app

I purchased my N4 the first day (US), and received it the week later. I had some SIM card reader issues, eventually got around to activating a new SIM to confirm my issues..still didn't work, so I called Nexus support this Monday night. They filed an RMA. The phone was shipped out Tuesday morning via 2-day air and arrived today. I am shipping my old one back tomorrow.
I hate to say it, but I think you got unlucky (I was very afraid I was going to have to wait weeks as well).

Yeah that'd really unlucky i got my RMA 3 days after I called. But at least u can hold onto the original till the replacement ships
Sent from my Nexus 4 using xda app-developers app

thekooliest said:
I purchased my N4 the first day (US), and received it the week later. I had some SIM card reader issues, eventually got around to activating a new SIM to confirm my issues..still didn't work, so I called Nexus support this Monday night. They filed an RMA. The phone was shipped out Tuesday morning via 2-day air and arrived today. I am shipping my old one back tomorrow.
I hate to say it, but I think you got unlucky (I was very afraid I was going to have to wait weeks as well).
Click to expand...
Click to collapse
When you do the rma, do they charge you for the second until they get the defect back? I really need to send mine in due to the charger port working maybe 50% of the time but can't have another 400$ tied up with Google that long again.
Sent from Nexus 4 - cm10 - faux kernel002 beta003

n82k said:
When you do the rma, do they charge you for the second until they get the defect back? I really need to send mine in due to the charger port working maybe 50% of the time but can't have another 400$ tied up with Google that long again.
Sent from Nexus 4 - cm10 - faux kernel002 beta003
Click to expand...
Click to collapse
no, they will not do that. once ups gets it, google is informed.

OP if you check your nexus 4 status it'll say preorder. I got the same issue as you. Still waiting on Google to ship. I called them up asking about the the 21 days to return the defective unit if I don't receive my replacement in time. They said I'll still be charged even if they can't send it out in time. Her name isf Emily ( or Emilia ).

It's because of some idiots doing exchanges for stupid reasons. Know a guy who did one because he has a scratch on the back of the phone
Sent from my Nexus 4 using xda premium

deviusdragger said:
It's because of some idiots doing exchanges for stupid reasons. Know a guy who did one because he has a scratch on the back of the phone
Sent from my Nexus 4 using xda premium
Click to expand...
Click to collapse
OK a bit off topic..I ordered a N4 off ebay(unused/factory sealed) and should be here tomorrow.If, heavens forbid, the phone is defective am i still covered by google?/ in that case who do i contact for a warranty exchange??!
Seller doesn't accept returns and says under the product description "if there is any problem with the phone you go deal with google directly"

I called Monday about starting an RMA, was told by the CSR (Katie) that I would receive an email about it. I thought it was strange she didn't ask me to do a survey, and she was pretty much uninterested the entire call. I gave it till today, then decided to phone back in and see if I had indeed been started with an RMA. Shocker, I had not. Morgan, who was quite helpful, started up the RMA right away. I got my email and the cart to order the RMA, etc. If Google thinks they're holding a $349 authorization charge on my card for 3-5 weeks, they're ****ing high.
Let us know if you get any updated info.

NYCguy2020 said:
OK a bit off topic..I ordered a N4 off ebay(unused/factory sealed) and should be here tomorrow.If, heavens forbid, the phone is defective am i still covered by google?/ in that case who do i contact for a warranty exchange??!
Seller doesn't accept returns and says under the product description "if there is any problem with the phone you go deal with google directly"
Click to expand...
Click to collapse
You may get trouble going to Google and they may refer you to LG.
I make it a point to never buy from eBayers that do not accept returns.
Sent from my GT-P5110 using xda premium

uberNoobZA said:
You may get trouble going to Google and they may refer you to LG.
I make it a point to never buy from eBayers that do not accept returns.
Sent from my GT-P5110 using xda premium
Click to expand...
Click to collapse
Indeed! Keep in mind too that the warranty is only for the original buyer and not transferable.
Sent from my Nexus 4 using Tapatalk 2

I ordered an RMA replacement yesterday, just got my shipping confirmation and tracking number today.
Does anyone know if this will be stuck at the same yellow screen for another week, just like usual? Or does it actually ship?

If you're lucky it gets updated the same day, as I've seen. If you're unlucky you may get it tomorrow, or get lost in the abyss. Here's to hoping for you.

efrant said:
From now on, all new threads in the Nexus 4 General section related to shipping, back orders, Google customer service, or ANYTHING else related to ordering/receiving your N4 from the Play Store will be closed without notice. Use the main shipping thread found here, or use one of the existing backorder or country-specific threads.
Thanks for your cooperation.
Click to expand...
Click to collapse
Closed

Nexus 4/Google Play rant

So a month ago I ordered a nexus 4 8gb. The next day my friend decided he wanted to sell he's nexus 4 8gb. He said he will sell it to me for 300$ instead of 372$ from the play store. Of course I bought it. I wanted to cancel my order so went on my Google wallet account to cancel it. Surprise it doesn't work. Take note that the phone hasn't shipped yet. I call them and I explain to them that I will like to cancel my order. The lady tells me that my order has been processed and she can't cancel. She than tells me I have to wait until it comes and wen
UPS arrives at my door to return it to the sender. I asked if this was a joke. I never in my life heard of that. If an item hasn't shipped yet isn't it easier to stop it before it leaves ? I didn't make a big story and did what she said. I was charged the 372$. Tracked with UPS and when it was near my house, called UPS and said that I refuse the order and that they may send it back to the sender. Perfect they sent it back. And it arrived back to them the Friday, *02/15/2013 at*9:30. I emailed them to know when they will refund me.
They said : If your package is unopened, Google will issue a refund to the card originally charged within 2 weeks.
I'm OK with that no problem.
2 weeks pass. I call them starting to get annoyed.
Now they changed the 2 weeks to 14 businesses days :banghead:
But in the first email they sent they clearly said 2 weeks if package was unopened.
"Thank you for contacting Google Play Hardware Support.
I understand your concern and frustration with the refund for the returned Nexus 4 device.
If your package is unopened, Google will issue a refund to the card originally charged for the order within 2 weeks.
If your package was opened, your returned device must first be inspected before determining the validity of the refund request. Results of the inspection will generally be available within 14 business days after your device is returned."
I remind you that my nexus 4 didn't even make it to my door. Emailed them and got the same message pasted again. Called them and wanted to talk to a supervisor. They said that 14 working days is their policies blabla and that they can't do anything for me.
I was really annoyed and decided to wait the 14 work days. Which was last Friday. I was supposed to get my refund, or at least it should appear on my Google wallet account, but again nothing.
Emailed them back and this is what they sent me back :
Hello,
Thank you for contacting Google. I've forwarded your case to a specialist to check on the status of your return. I do apologize for all of the hassle and I would definitely be frustrated were I in this situation, but rest assured I am going to do all I can to resolve the situation quickly for you.
In the meantime, if you come across any other information that you'd like to pass along, please feel free to reply to this email. Your responses will automatically go to the specialist working on your case.
Thanks again for your patience and understanding.
My regards,
Erin*
Google Play Support.
10 minutes later I got a new email :
Hello,
If your package is unopened, Google will issue a refund to the card originally charged for the order within 3-5*Business.
If your package was opened, your returned device must first be inspected before determining the validity of the refund request. Results of the inspection will generally be available within 14 business days after your device is returned.
If your refund has already been processed by Google, it may take a few business days for your account to reflect this. Please contact your bank directly if you would like additional details on receiving the funds from a processed refund.
You can always check to see if a refund has been processed by visiting https://wallet.google.com/
My regards,
Erin*
Google Play Support.
I think I am about to explode. Google customer is the worst customer service I ever had.
Now my question is: what to do next ?
Never buying a device from the Google store, NEVER.
/rant
Sent from my Nexus 4 using Tapatalk 2

Superpopsss said:
So a month ago I ordered a nexus 4 8gb. The next day my friend decided he wanted to sell he's nexus 4 8gb. He said he will sell it to me for 300$ instead of 372$ from the play store. Of course I bought it. I wanted to cancel my order so went on my Google wallet account to cancel it. Surprise it doesn't work. Take note that the phone hasn't shipped yet. I call them and I explain to them that I will like to cancel my order. The lady tells me that my order has been processed and she can't cancel. She than tells me I have to wait until it comes and wen
UPS arrives at my door to return it to the sender. I asked if this was a joke. I never in my life heard of that. If an item hasn't shipped yet isn't it easier to stop it before it leaves ? I didn't make a big story and did what she said. I was charged the 372$. Tracked with UPS and when it was near my house, called UPS and said that I refuse the order and that they may send it back to the sender. Perfect they sent it back. And it arrived back to them the Friday, *02/15/2013 at*9:30. I emailed them to know when they will refund me.
They said : If your package is unopened, Google will issue a refund to the card originally charged within 2 weeks.
I'm OK with that no problem.
2 weeks pass. I call them starting to get annoyed.
Now they changed the 2 weeks to 14 businesses days :banghead:
But in the first email they sent they clearly said 2 weeks if package was unopened.
"Thank you for contacting Google Play Hardware Support.
I understand your concern and frustration with the refund for the returned Nexus 4 device.
If your package is unopened, Google will issue a refund to the card originally charged for the order within 2 weeks.
If your package was opened, your returned device must first be inspected before determining the validity of the refund request. Results of the inspection will generally be available within 14 business days after your device is returned."
I remind you that my nexus 4 didn't even make it to my door. Emailed them and got the same message pasted again. Called them and wanted to talk to a supervisor. They said that 14 working days is their policies blabla and that they can't do anything for me.
I was really annoyed and decided to wait the 14 work days. Which was last Friday. I was supposed to get my refund, or at least it should appear on my Google wallet account, but again nothing.
Emailed them back and this is what they sent me back :
Hello,
Thank you for contacting Google. I've forwarded your case to a specialist to check on the status of your return. I do apologize for all of the hassle and I would definitely be frustrated were I in this situation, but rest assured I am going to do all I can to resolve the situation quickly for you.
In the meantime, if you come across any other information that you'd like to pass along, please feel free to reply to this email. Your responses will automatically go to the specialist working on your case.
Thanks again for your patience and understanding.
My regards,
Erin*
Google Play Support.
10 minutes later I got a new email :
Hello,
If your package is unopened, Google will issue a refund to the card originally charged for the order within 3-5*Business.
If your package was opened, your returned device must first be inspected before determining the validity of the refund request. Results of the inspection will generally be available within 14 business days after your device is returned.
If your refund has already been processed by Google, it may take a few business days for your account to reflect this. Please contact your bank directly if you would like additional details on receiving the funds from a processed refund.
You can always check to see if a refund has been processed by visiting https://wallet.google.com/
My regards,
Erin*
Google Play Support.
I think I am about to explode. Google customer is the worst customer service I ever had.
Now my question is: what to do next ?
Never buying a device from the Google store, NEVER.
/rant
Sent from my Nexus 4 using Tapatalk 2
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First thing is that I always call when I need a customer service instead of sending e-mails. I think you can call them again, and ask why tyou still
haven't get the refund because it's already been 28 days. Call with friendly attitude will help you a lot although I know you are angry and
frustrated. If I'm a customer service support, and I have a customer angry at me for no reason ( since I'm not the one who will issue you a
refund...), I will probably mess up your order again, and make you even more frustrated....This is just my thought.
Good Luck.

I called 2 times and was very polite both times, but it still didn't help.
Sent from my Nexus 4 using Tapatalk 2

Superpopsss said:
I called 2 times and was very polite both times, but it still didn't help.
Sent from my Nexus 4 using Tapatalk 2
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Then the ugly truth is that you still have to call them until you get your money back because "you want the money back". so you gotta do what you
gotta do....

Yeah, keep calling if you have to. I did the same thing on an RMA and got too busy at work to follow up, but never got my refund after a couple of months. By then I decided I wanted to try the device again, had to call a few times but I got it resolved. Not the same thing as getting a refund though.

IBTB
Sent from my Nexus 4 using xda premium

Hmmmm
Called them and they said they are having issues with their returns because they are using a new automated return service. It's been 26 working days and still not a single trace of a refund. I personally think it's a joke.
If any one has the same problems please let me know on G+: https://plus.google.com/113646711037636263033/posts
Sent from my Nexus 4 using Tapatalk 2

If they forewarded to a specialist, then it should be done soon....
I had to RMA my nexus 10 like 5 times so i had like 5 charges on my card for 399$, until it was forwarded to a "specialist" then they took all the charges off....
After my fifth RMA they just refunded my nexus 10... after having one since launch date...
So if you want a refund just keep doing RMA but don't order a new device? just kidding just kidding don't do it, it will not work

Ranting? IBL

In short, you bought something in error, and it's somebody else's fault.
#EPICFAIL

CrazyPeter said:
In short, you bought something in error, and it's somebody else's fault.
#EPICFAIL
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yea dude you can't be complaining that much about it under your circumstances . . they're not going to steal your money .. if its the last $370 bucks you got be on them but besides that chillout we all know their whole online ordering/RMA/support is ****ty lol

icecicle said:
yea dude you can't be complaining that much about it under your circumstances . . they're not going to steal your money .. if its the last $370 bucks you got be on them but besides that chillout we all know their whole online ordering/RMA/support is ****ty lol
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I dunno, so far so good with their support for me. I'm in the middle of an RMA for a Nexus 4 because it won't read any SIM cards (hmm perhaps jamming my old nano sized cut up non-sanded SIM into it half way to see if it would work out of curiosity was not a good idea) and I've had to call once, and send a few emails and they've been quick and polite so far.
I work in customer service too and unfortunately things can slip through the cracks. It's sad but when it happens it's very hard to get it back out. Usually when a rep finally is able to resolve your issue after a lot of BS, they'll provide some sort of credit or bonus to make you happy for having to put up with it, because it really isn't your fault. especially if you make it clear you've been very frustrated and inconvenienced. In this case, their response of "we're switching to a new system" sounds plausible. Just keep following up with them, and ask for a supervisor each time you call so some nice heavy duty supervisor notes get left on your ticket as it crawls its way through the system.

That's why I never returned the faulty device back cause after getting RMA device the money that Google holds until I send my faulty device back got expired and my bank put that money back to my account and never sent the faulty one back. Screw up Google
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How did it cost you 372 for the 8 GB? Outside US? And I know your pain- as soon as you get charged the order is almost impossible to cancel.
Sent from my Nexus 4 using Tapatalk 2

Exactly why I got mine from TMO(obviously have to live in the US to do so). I was able to get my N4 16Gb for less than $200, got lucky and was able to get it on release for TMO. That unit had terrible light bleeding and received my replacement within 2 days of calling it in.
Before anyone says anything about a contract I have been with TMO for over 10 years, I have 3 lines and all have unlimited data 5GB and I pay less than $190 a month after all fees and taxes. So doing an upgrade does not bother me, plus they always help me out when I want a new phone.

big_b0sss said:
That's why I never returned the faulty device back cause after getting RMA device the money that Google holds until I send my faulty device back got expired and my bank put that money back to my account and never sent the faulty one back. Screw up Google
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I'd be careful. I'd be scared of google randomly coming after me for another $300+ charge to get that money back. probly just when the cell bill is due too!

matt0401 said:
I'd be careful. I'd be scared of google randomly coming after me for another $300+ charge to get that money back. probly just when the cell bill is due too!
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Well my friend told me the same thing but took a risk if they do charge me I'm gonna sell that phone for a cheap price but if they forget then happy days
Sent from my Nexus 4 using xda premium

saldebot said:
Exactly why I got mine from TMO(obviously have to live in the US to do so). I was able to get my N4 16Gb for less than $200, got lucky and was able to get it on release for TMO. That unit had terrible light bleeding and received my replacement within 2 days of calling it in.
Before anyone says anything about a contract I have been with TMO for over 10 years, I have 3 lines and all have unlimited data 5GB and I pay less than $190 a month after all fees and taxes. So doing an upgrade does not bother me, plus they always help me out when I want a new phone.
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Click to collapse
I'm not trying to be that guy but since you were bragging about price... You could get straight talk tmobile service with same unlimited service for 3 lines 135 a month. Or if you don't talk much use the 30 dollar tmobile prepaid plan. But I have no problem if you choose your route. Just saying.
Sent from my Nexus 4 using Tapatalk 2

filthykid said:
Ranting? IBL
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You're not a mod. Shut the hell up.
To OP. I don't see anything out of the norm for a typical online retailer. You sound very impatient.

Google...Forever to Get Refund

Bought two Nexus 5. One black for myself, and white for my wife. Wifey doesn't like it. She's surgically attached to her iPhone.
Anyways, I've returned her Nexus 5 to Google. It has been 3 weeks now, and still no refund. I call them every week to check up on the status. Always same answer "refund is being processed". BS.

Just keep at it. It ended up taking me 1 month for a Nexus 7 (2012) LTE return. Still better than the 7 weeks I've been waiting for Motorola to refund a Moto X return!

Mine took a week to refund after they received it and then another week to hit my credit card, the holidays maybe.
Surprisingly they won't email you to tell you you're being refunded just look at the original transaction.

They told me 10 to 14 days business days from when they received the defective unit. The hold on my card was was placed on Nov 9. It is now Dec 5 and still no refund. If you factor in the holiday and the business only days. It'll be 14 days on Friday. So even though it was practicality a whole month. The 14 days are just coming up. I guess I'll worry if tomorrow passes and nothing happens.

Google got to be the worse F*CKing company to get a refund.
Inquired again this morning. Got a reply that they "have confirmed receipt of the device at our return processing center". So, where's my refund?
It's been more than three weeks, since I shipped the device back.

knite75 said:
Google got to be the worse F*CKing company to get a refund.
Inquired again this morning. Got a reply that they "have confirmed receipt of the device at our return processing center". So, where's my refund?
It's been more than three weeks, since I shipped the device back.
Click to expand...
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That is unacceptable. My returned device was received by their processing center on 12/1 and a credit just posted on my account today (12/5).

knite75 said:
Google got to be the worse F*CKing company to get a refund.
Inquired again this morning. Got a reply that they "have confirmed receipt of the device at our return processing center". So, where's my refund?
It's been more than three weeks, since I shipped the device back.
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It's the busiest time of the year, hence other people got refunded faster.

That's the one reason I was a little hesitant to order from Google.
With Apple if there is an issue I was always able to just walk into a store and resolve.
Luckily my phone was excellent and everything went smooth.
Sent from my Nexus 5 using Tapatalk

While it sucks to have to wait, as a whole their policy is pretty good. They also pay shipping back, do advance replacement for a year, ship quickly etc. I have to say that I'm more upset about the defect rate than anything.
Sent from my Nexus 5 using XDA Premium 4 mobile app

Jayrod1980 said:
While it sucks to have to wait, as a whole their policy is pretty good. They also pay shipping back, do advance replacement for a year, ship quickly etc. I have to say that I'm more upset about the defect rate than anything.
Sent from my Nexus 5 using XDA Premium 4 mobile app
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They only pay for shipping for RMA's. With returns for refunds Google will subtract from your credit based on what shipping you payed for initially for your order.
So with my refund Google actually charged me $13.99 for the 2nd Day UPS shipping (which I paid for when I ordered), yet the RMA shipping back to them was only UPS Ground. So why do they get to charge me more for a service they're actually not using?

onmike said:
With Apple if there is an issue I was always able to just walk into a store and resolve.
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and then they would have handed you a gift card, good for any future apple purchases...

xBeerdroiDx said:
and then they would have handed you a gift card, good for any future apple purchases...
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Don't spread false info...
I've returned items to Apple including a 5S recently and I've always been refunded in less than 48 hours back to my debit, or right away in cash.
The only time I've ever heard of any store giving you a gift card is if you somehow paid by cash and didn't have a receipt to prove purchase upon return.

I've RMA a nexus 4 last year... It took almost 6 month for google to "free" my money....
Yea... They are on the slow side.....
Sent from my Nexus 7 using xda app-developers app

In my case I ordered 2 phones (2 32gb black) and they shipped a total of 9 phones to me. Thankfully UPS refused the shipment as I requested but Google received the phones 11/14 and still no refund on the 7 phones I didn't order. Disputed the charges through BOA but still my card is hosed until long after Christmas thanks to Google's incompetence.

WHAT?!?! You seriously ordered 2 phones and got NINE? And they charged you for them all. Holy crap. You could probably sue them. I've seen it done over less, l.m.f.a.o.
Wow 9 phones man that's nuts
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Edit so not OT: I ordered a 32G white from play store on launch. Saw mine wouldn't even ship until late Nov-early Dec so I canceled it (before it shipped). Ended up waiting however long until T-Mobile got them in stock and grabbed it there. As far as Google's delay for returning my dough to the bank. They said usually no more than 2-3 business days, but as per their refund/return policy it could take a MAXIMUM of 14 business days. Though the rep said she never heard of anyone having to wait that long. Took them 6 business days. Almost hit that half way mark

onmike said:
Don't spread false info...
I've returned items to Apple including a 5S recently and I've always been refunded in less than 48 hours back to my debit, or right away in cash.
The only time I've ever heard of any store giving you a gift card is if you somehow paid by cash and didn't have a receipt to prove purchase upon return.
Click to expand...
Click to collapse
That's true. Love Apple for that adjust.
Bought an IPad Mini last year. Wasn't impressed with the display. RequestED RMA, free FedEx overnight back, got refund 24hrs later. Bam, done deal!

They are taking forever with my refund as well. They received my defective unit on Nov 20th and still no refund. At first they said 7 to 14 business days and now they upped it to 21 days. That's a dang long time just for a refund. On a side note they said the old N5 was recieved and processed with no problem. Meaning that the defect or whatever was not my fault. So I wait, and wait, and...

So glad to hear I am not the only one with this issue. The whole business of returning the phone has been at a snails pace to get through the process.