Does anybody know how the RMA Process works once you get the RMA email? Do I get to keep my current 16GB until they have them in stock and send me the new one or do I send it to them and have to wait another 2-3 weeks to get one back?
Sent from my Nexus 7 using Tapatalk 2
cyclonebee said:
Does anybody know how the RMA Process works once you get the RMA email? Do I get to keep my current 16GB until they have them in stock and send me the new one or do I send it to them and have to wait another 2-3 weeks to get one back?
Sent from my Nexus 7 using Tapatalk 2
Click to expand...
Click to collapse
I am in the same situation. When I talked to the "Google Play" person they told me that I have 21 days after I get the replacement device -- which sounds reasonable. However, I have not seen anything in writing. I sent an email earlier this morning to try to verify this. If I get any new info I will post it.
Here's mine. I was able to order the new one without sending in the original first.
Thank you for contacting google.
A replacement device will be provided and your original device will be inspected if you elect to send it in for warranty replacement.
*Important*
RETURN YOUR ORIGINAL DEVICE
You’ll need to return your original device to our service center. Additional charges for the full price of the device will be incurred if our service center doesn’t receive your original device within 21 days of your replacement delivery.
UNDERSTAND YOUR WARRANTY COVERAGE
Additional charges up to the full price of your device will be incurred if our service center determines that the damage to your original device isn’t covered under warranty. Prior to ordering your replacement and sending your device for inspection, please refer to the warranty card in the Nexus 7 packaging or visit www.asus.com for details on the ASUS limited warranty.
If you elect to send in your device and receive a replacement after reviewing the warranty, the first step is to return your device using the attached RMA.
Please package the item carefully. The original packing materials may be used. If you are returning fewer items than in the original shipment, please add effective packing materials to ensure the box and the enclosed device(s) are adequately protected from movement inside the shipping box.
For detailed instructions on preparing an item for return, please visit our Help Center at http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2462890
To initiate the return of your original device you'll need to do the following:
1. Print the attached Return Authorization form
2. Insert the Return Authorization form into the outer UPS box.
3. You'll receive a UPS shipping label attached in a separate email. Check your email spam folder if you don't receive this shipping label within the hour.
4. Print this shipping label and affix it to the UPS box.
5. Take your package to any location of The UPS Store®, UPS Drop Box, UPS Customer Center, UPS Alliances (Office Depot® or Staples®) or Authorized Shipping Outlet near you.
To receive your replacement device free of charge, click the link below to access a personal cart that has been prepared with your replacement device already included. Please note that you must be signed in with the same account used to make your original purchase in order to access the below cart:
XXXXX
An authorization for the full price of the replacement device will be placed on your credit card. This means that a portion of your card’s credit limit is held for several days, but no charge is made if your original device is delivered within 21 days and the damage to your device is verified to be covered under warranty.
Contact us if you have any further questions.
Regards,
The Google Play Team
Click to expand...
Click to collapse
It took almost 3 weeks to get my refund on the Nexus phone I returned. I had to call them and have it escalated, but they didn't charge me a restock fee.
Sent from my Nexus 7 using Tapatalk 2
I spoke with them this morning. They are sending me a replacement and I get to keep mine until it arrives.
Supposed to receive an e-mail stating this in about 24-48 hours but haven't seen it yet.
I wonder what will happen if the replacement also has the screen seperation issue? Send it back and ask for a new one agian?
Foxman2k said:
I spoke with them this morning. They are sending me a replacement and I get to keep mine until it arrives.
Supposed to receive an e-mail stating this in about 24-48 hours but haven't seen it yet.
I wonder what will happen if the replacement also has the screen seperation issue? Send it back and ask for a new one agian?
Click to expand...
Click to collapse
It seems consistent, on the phone they tell you: "I spoke with them this morning. They are sending me a replacement and I get to keep mine until it arrives."
BUT
when you get an email from them it states: "If you elect to send in your device and receive a replacement after reviewing the warranty, the first step is to return your device using the attached RMA."
So on one hand they are saying send it in once you get your replacement and in the other send it in now and we will send you a replacement.
Another thing, if you really read the warranty (the print being so small you need a magnifying glass) it is written in a manner that it would be so easy to say you voided your warranty.
I am not trying to say that things will turn out bad for us, I am just a little uncomfortable with what I have read. Perhaps they will be very easy on us at the beginning, because it is a new release and lots of devices are flooding the market. As time goes on, perhaps they will be tougher on people.
I mean what are you going to do if you get a new device and it works great and then you get a message saying that their experts have determined that your device failure could only have occurred by operating your device in an environment which violates your warranty -- thus we are charging you for this second device! The failed device is no longer in your possession. How can you prove your case?
Anyway, I am hoping for the best.
They can write what the hell they want under the warranty / returns procedure. Statutory rights always win.
There's no hiding from the fact that if it isn't fit for purpose or of satisfactory quality then a customer can reject the goods within a reasonable time, and demand a repair, replacement or refund. (UK soga)
Foxman2k said:
I spoke with them this morning. They are sending me a replacement and I get to keep mine until it arrives.
Supposed to receive an e-mail stating this in about 24-48 hours but haven't seen it yet.
I wonder what will happen if the replacement also has the screen seperation issue? Send it back and ask for a new one agian?
Click to expand...
Click to collapse
I'm in the same boat. Finally spoke to Google, got the "escalation" email and heard nothing since.
Sent from my Nexus 7 using xda premium
Stay on them. They'll forget about you.
Sent from my Samsung Galaxy S III running Android 10.1 Alaska King Crab
Related
So I called Google this morning, yes on a Sunday, and was getting ready for one of those phone fights (well more like an argument over the phone, the kind you have when you call your cell provider for additional charges or handset replacement). We all hate those calls because they end up with bad news most of the time. Anyways my new toy, the NEXUS 7, started to make little creaking noises, like when you step on hard wood floors, every time I dragged my finger towards the left side of the screen(holding it portrait). I was reading online about all those problems they were having and was sad to see that mine was like some others I seen online. I was disappointed and to add more to it it started bleeding light on both sides but more on the left. So back to the call. I was expecting for an automated message or a long menu that was going to end up telling me to call during businesses hours. To my surprise I was on hold for like 5 minutes and talked to a real person that was so pleasant to talk to. I stated my reason for calling, he asked for my Goggle account and said "sorry for the inconvenience we will send out a new one to you and you'll get a label with return information to send the bad unit back". I was speechless............ no fight, no wait, no long story, no problem at all. Dam today is a great day. Great Sunday.
So I just wanted to say if you got a bad unit Google will happily replace it. I'm sure its going to take like a week or two because their sold out but hey, I'm not complaining. Just call the NEXUS help line bellow and that's it.
1-855-83 nexus (63987)
Loving the new approach that Google is with their NEXUS devises.
Keep it up Google !!!!!!!!
Sent from my Nexus 7 using xda premium
Nice to know the aftersales support seems worth the wait. Nice to see a good experience for once.
Sent from my Transformer while the N7 is lost in the Play Store Black Hole.
16gb N7 UK ordered 3rd July.
But you have to wait until a "tech" reviews the case though and they will send you an RMA email right? Because I did the same thing last night and was told I will be contacted by someone who reviews the case...
They said I'll get a conformation email from a tech and that's it.
I'll get a new one then send this one back
Sent from my Nexus 7 using Tapatalk 2
That's positive news. Please keep us up to date on how it turns out.
I just gave Google a call after reading your post and got a rep in under a minute. I told him my N7 had the screen separation issue and he said they'd start the replacement process no problem. He said that they'd be emailing me in the next day or two to confirm some details and they'd send me a replacement soon. He also said that the 16 GB model being backordered wouldn't delay the shipment of my replacement.
Sent from my Nexus 7 using xda app-developers app
roush611 said:
But you have to wait until a "tech" reviews the case though and they will send you an RMA email right? Because I did the same thing last night and was told I will be contacted by someone who reviews the case...
Click to expand...
Click to collapse
I have the same problem. And yes I too was told that I would get a new N7, but only after my case was reviewed. The rep I spoke to said that I would receive an email or call. To the original poster, you may want to give Google a call back just to verify the process.
Sent from my Nexus 7 using XDA Premium HD app
aliaselchore said:
So I called Google this morning, yes on a Sunday, and was getting ready for one of those phone fights (well more like an argument over the phone, the kind you have when you call your cell provider for additional charges or handset replacement). We all hate those calls because they end up with bad news most of the time. Anyways my new toy, the NEXUS 7, started to make little creaking noises, like when you step on hard wood floors, every time I dragged my finger towards the left side of the screen(holding it portrait). I was reading online about all those problems they were having and was sad to see that mine was like some others I seen online. I was disappointed and to add more to it it started bleeding light on both sides but more on the left. So back to the call. I was expecting for an automated message or a long menu that was going to end up telling me to call during businesses hours. To my surprise I was on hold for like 5 minutes and talked to a real person that was so pleasant to talk to. I stated my reason for calling, he asked for my Goggle account and said "sorry for the inconvenience we will send out a new one to you and you'll get a label with return information to send the bad unit back". I was speechless............ no fight, no wait, no long story, no problem at all. Dam today is a great day. Great Sunday.
So I just wanted to say if you got a bad unit Google will happily replace it. I'm sure its going to take like a week or two because their sold out but hey, I'm not complaining. Just call the NEXUS help line bellow and that's it.
1-855-83 nexus (63987)
Loving the new approach that Google is with their NEXUS devises.
Keep it up Google !!!!!!!!
Sent from my Nexus 7 using xda premium
Click to expand...
Click to collapse
I had the same problem but 1000 tomes work screen was jumbles and rotating and screwed and they shipped it out Friday over night and I'll get it Monday from what I know they have a "secret stash" so they can handle any faulty units.
So I requested an RMA Thursday night for the screen lift issue and finally got the instructions for the replacement unit this morning. I'm wondering, has anyone had their replacement unit shipped out yet? I'm in no rush, but the instructions do say I have 21 days from replacement "purchase" to return the faulty unit. I was hoping to keep using my current unit until the replacement unit arrives, but with the shipping fiasco going on, I wonder if I'll get it before the 21 days is over.
I was confused about that.
The email I got from Google Play support says I have 21 days from the date of the delivery:
RETURN YOUR ORIGINAL DEVICE
You’ll need to return your original device to our service center. Additional charges for the full price of the device will be incurred if our service center doesn’t receive your original device within 21 days of your replacement delivery
Click to expand...
Click to collapse
But my Google Play receipt for the replacement says 21 days from the date of the order:
Please ensure that your shipment arrives at its destination within 21 days from the date of this order to avoid being charged.
Click to expand...
Click to collapse
I guess I'll do it within 21 days of the order just to be safe.
Anyway, I placed the order for a replacement on the 19th and it hasn't shipped yet.
I just got off the phone with Google support...was on hold waiting for someone to pick up for about 5 minutes. Everything went very smooth they're sending me a replacement device. He said it will take 2-3 days to process and then my replacement will be shipped. He also said sorry for the inconvenience he understands my frustration Lol......he stated that it was a manufacturing problem with the screens
Sent from my Nexus 7 using xda app-developers app
Had the same experience here trying to organise a replacement for mine (row of dead pixels). The CSR was very helpful and told me an advanced replace,went will be sent to me soon and a specialist will be in contact with me. Hoping to hear from the specialist soon.
Sent from my Nexus 7
Thanks for the info I just looked at my n7 and notice the screen lifting a little so I'm on hold waiting to talk to someone right now.
i send them an email regarding the heavy display bleeding problem on my nexus. should i call them?
the only thing that keeps me worried is the fact that nobody can guarantee that the replacement will be without issues, there seem to be many display issues ATM...
Shahpur.Azizpour said:
i send them an email regarding the heavy display bleeding problem on my nexus. should i call them?
the only thing that keeps me worried is the fact that nobody can guarantee that the replacement will be without issues, there seem to be many display issues ATM...
Click to expand...
Click to collapse
This is my worry. I don't want to do this 5 times before getting a good one.
Shahpur.Azizpour said:
i send them an email regarding the heavy display bleeding problem on my nexus. should i call them?
the only thing that keeps me worried is the fact that nobody can guarantee that the replacement will be without issues, there seem to be many display issues ATM...
Click to expand...
Click to collapse
When you factor in the number of people on these forums having issues vs the millions they manufacturered and sent out, it's still a small blip on the radar. At least they're taking care of the issue instead of just sending everybody a rubber case to band-aid the problem. :laugh::laugh::laugh:
Yeah, for those who don't know, their support line, at least in the US, is open 24/7. I don't know if it's temporary for the launch or permanent, but the rep I talked to the other day said call whenever you feel like it and to try to avoid peak times.
I was so surprised with their customer service too! They were...pleasant. Crazy, I know lol I've called twice in the last couple of weeks and the reps were extremely helpful both times. Google gets a +1 for the good customer service! (even if it does take forever to get connected to somebody lol)
Sent from my SPH-D710 using xda premium
Below is the followup email I got within the 24-48 hour window they specified when I called in for an RMA.
Hi,
A replacement device will be provided and your original device will be inspected if you elect to send it in for warranty replacement.
*Important*
RETURN YOUR ORIGINAL DEVICE
You’ll need to return your original device to our service center. Additional charges for the full price of the device will be incurred if our service center doesn’t receive your original device within 21 days of your replacement delivery.
UNDERSTAND YOUR WARRANTY COVERAGE
Additional charges up to the full price of your device will be incurred if our service center determines that the damage to your original device isn’t covered under warranty. Prior to ordering your replacement and sending your device for inspection, please refer to the warranty card in the Nexus 7 packaging or visit www.asus.com for details on the ASUS limited warranty.
If you elect to send in your device and receive a replacement after reviewing the warranty, the first step is to return your device using the attached RMA.
Please package the item carefully. The original packing materials may be used. If you are returning fewer items than in the original shipment, please add effective packing materials to ensure the box and the enclosed device(s) are adequately protected from movement inside the shipping box.
For detailed instructions on preparing an item for return, please visit our Help Center at http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2462890
To initiate the return of your original device you'll need to do the following:
1. Print the attached Return Authorization form
2. Insert the Return Authorization form into the outer UPS box.
3. You'll receive a UPS shipping label attached in a separate email. Check your email spam folder if you don't receive this shipping label within the hour.
4. Print this shipping label and affix it to the UPS box.
5. Take your package to any location of The UPS Store®, UPS Drop Box, UPS Customer Center, UPS Alliances (Office Depot® or Staples®) or Authorized Shipping Outlet near you.
To receive your replacement device free of charge, click the link below to access a personal cart that has been prepared with your replacement device already included. Please note that you must be signed in with the same account used to make your original purchase in order to access the below cart:
[REPLACEMENT CHECKOUT URL]
An authorization for the full price of the replacement device will be placed on your credit card. This means that a portion of your card’s credit limit is held for several days, but no charge is made if your original device is delivered within 21 days and the damage to your device is verified to be covered under warranty.
Regards,
*****
The Google Play Team
After placing the return order I got the following email
Thank you.
You’ve ordered a replacement from Google Play. The replacement order will appear as an authorization (AUTH) on your credit card but you will not be charged for the device, tax, or shipping, under normal circumstances.
Please check your email for instructions about returning your defective item. Return your defective item promptly to avoid being charged for this order. Please ensure that your shipment arrives at its destination within 21 days from the date of this order to avoid being charged. Following an inspection by the repair service center, the replacement device is yours to keep without charge if the problem is due to an issue covered under warranty.
Order number: XXXXXXXXXXXXXXXXXXX
Order date: Jul 23, 2012 1:27 PM CDT
Payment method offered as guarantee: DISCOVER xxx-8XXXX
Purchased from:
Google, Inc.
1600 Amphitheatre Parkway
Mountain View
CA
94043
United States
Ship to:
XXXXX
XXXX
XXXX
XX
XXXX
United States
Shipping Status Quantity Item Price
Not Shipped 1 Nexus 7 16GB Tablet US - New $249.00
Shipping: $0.00
Tax(TX): $0.00
Total (AUTH): $249.00
The Total (AUTH) indicates the amount that has been authorized. This means that a portion of your card’s credit limit is held for several days but no charge is made.
The terms and conditions which apply to your purchase can be found at https://play.google.com/about/device-terms.html
Check the status of this order anytime in your Google Wallet Account.
Questions? Contact Google Play or call 1-855-83-NEXUS (1-855-836-3987).
---------- Post added at 01:36 PM ---------- Previous post was at 01:29 PM ----------
If nothing else it looks like a good way to get another N7 without shipping or taxes /s
steevp said:
I was confused about that.
The email I got from Google Play support says I have 21 days from the date of the delivery:
But my Google Play receipt for the replacement says 21 days from the date of the order:
I guess I'll do it within 21 days of the order just to be safe.
Anyway, I placed the order for a replacement on the 19th and it hasn't shipped yet.
Click to expand...
Click to collapse
I was wondering about this as well.
Below are the top reasons why you should never buy from merimobiles
1. They say they have your tablet of your choice in stock and after you pay for it they notify you a week later that they dont have it in stock
2. the customer service is crappy... youll be lucky if they respond your messages and emails in 3 days
3. if your lucky enough to buy a tablet they have in stock they will send you the wrong color tablet
4. if you pay for fast delivery they will still take 2 weeks to ship you a tablet
5. if and when you receive your tablet it will have been improperly wrapped and thus damaged
i have bought from merimobiles twice once in 2010 and recently in october ... the time i ordered in 2010 they sent me the wrong color tablet and it took 1 month to receive with dhl 6-8 day delivery
this time i ordered a tablet they did the same thing took for ever to send my tablet and when i received it it was damaged with dead pixels all over the screen and white spots around the edges ..... they didnt even try to protect the tablet they just taped 2 pieces of cardboard over the box it came in and sent it to me ...... it literally shows signs of damage all over the screen ...
unless you want to deal with that kind of service i suggest you
NEVER BUY FROM MERIMOBILES
???
LOL
...Well...alrighty then I will never order from them more than once :good:
KEEP AWAY FROM MERIMOBILES
I bought a newman N1 in octomber 2012. The device came to me two weeks later but it was defective. No signal at all. I send an e-mail to them and they answered tons of e-mails just trying not to change it. After a month they told me to sent it back (I paid the fee) and they didn't change it as they should. I waited three!!!!!!!!!!!!!!!!!!! months to get it back repaired with another cover. they send me back my old phone with the red buttons but blue cover. CIRCUS. Last week the same thing again.
The phone is dead again and they send me the same b****it. I have to send it back to them , they will sent it to the manufacturer etc...
Another three months waiting just for a no good phone.
WARNING: STAY AWAY FROM MERIMOBILES. DANGER
reply to shinxsetsuna
Hi I am Jay I am the service Team Manager at Merimobiles.com
First I want to say thank you for taking the time to share your experience, we take it seriously.
Your order dates over 2 years ago we've taken measures since them to improve the service in every aspect of the way.
-We now offer 24/7 live chat and have a good team of Reps answering all queries in a timely manner
-If an items becomes "Sold Out" While the order is placed we ensure that you get notified fast
-Items are packed more securely than ever, extremely rarely do we have an item damaged in delivery, when and if it does happen in a rare case 99.99% of the time its been a case of item being mishandled by the shipping company
-All parts of Quality Control has been improved, we double check all screens for white spots prior to shipping
-We have a good return policy in place in the event that an issue is to arise
We Sincerely apologize for not meeting your expectations, we've since taken steps to improve our service in all of its aspect
Thank you
Jay
Merimobiles Service Team Manager
shinxsetsuna said:
Below are the top reasons why you should never buy from merimobiles
1. They say they have your tablet of your choice in stock and after you pay for it they notify you a week later that they dont have it in stock
2. the customer service is crappy... youll be lucky if they respond your messages and emails in 3 days
3. if your lucky enough to buy a tablet they have in stock they will send you the wrong color tablet
4. if you pay for fast delivery they will still take 2 weeks to ship you a tablet
5. if and when you receive your tablet it will have been improperly wrapped and thus damaged
i have bought from merimobiles twice once in 2010 and recently in october ... the time i ordered in 2010 they sent me the wrong color tablet and it took 1 month to receive with dhl 6-8 day delivery
this time i ordered a tablet they did the same thing took for ever to send my tablet and when i received it it was damaged with dead pixels all over the screen and white spots around the edges ..... they didnt even try to protect the tablet they just taped 2 pieces of cardboard over the box it came in and sent it to me ...... it literally shows signs of damage all over the screen ...
unless you want to deal with that kind of service i suggest you
NEVER BUY FROM MERIMOBILES
Click to expand...
Click to collapse
:silly:
reply to nikton
Hi I am Jay I am the service Team Manager at Merimobiles
First I want to say thank you for taking the time to share your experience, we take it seriously.
I do need to clarify a few things, The warranty is provided by the Manufacturer and not by us, and they service/repair
the items, they only replace the items if deemed necessary as stated in the return policy When we receive an item back for repairs the item is really with us for a maximum of 48 hours, as we simply forwarded it to the manufacturer so that it can be serviced under their warranty. In your case it took longer than usual as you sent back the item in between the chinese new year holiday. The speed as which we get it back from you is out of our control at it depends on the shipping method used and shipping company you used which we have no control off.
Prior to sending the item back the Manufacturer test the item, and we double check it prior to sending it back. All Smartphones are covered by a 1 Year Manufacturer's warranty.
he Warranty process with Manufacturers.
thank you
Jay
Merimobiles Service Team Manager
nikton said:
KEEP AWAY FROM MERIMOBILES
I bought a newman N1 in octomber 2012. The device came to me two weeks later but it was defective. No signal at all. I send an e-mail to them and they answered tons of e-mails just trying not to change it. After a month they told me to sent it back (I paid the fee) and they didn't change it as they should. I waited three!!!!!!!!!!!!!!!!!!! months to get it back repaired with another cover. they send me back my old phone with the red buttons but blue cover. CIRCUS. Last week the same thing again.
The phone is dead again and they send me the same b****it. I have to send it back to them , they will sent it to the manufacturer etc...
Another three months waiting just for a no good phone.
WARNING: STAY AWAY FROM MERIMOBILES. DANGER
Click to expand...
Click to collapse
:silly:
merimobiles-philip said:
Hi I am Jay I am the service Team Manager at Merimobiles
First I want to say thank you for taking the time to share your experience, we take it seriously.
I do need to clarify a few things, The warranty is provided by the Manufacturer and not by us, and they service/repair
the items, they only replace the items if deemed necessary as stated in the return policy When we receive an item back for repairs the item is really with us for a maximum of 48 hours, as we simply forwarded it to the manufacturer so that it can be serviced under their warranty. In your case it took longer than usual as you sent back the item in between the chinese new year holiday. The speed as which we get it back from you is out of our control at it depends on the shipping method used and shipping company you used which we have no control off.
Prior to sending the item back the Manufacturer test the item, and we double check it prior to sending it back. All Smartphones are covered by a 1 Year Manufacturer's warranty.
he Warranty process with Manufacturers.
thank you
Jay
Merimobiles Service Team Manager
Click to expand...
Click to collapse
Don't care, still not going to use your service.
Sent from my Nexus 7 using Tapatalk 4
You'll have to find another platform to bash anyone you have problems with. This isn't the right place.
Thread closed.
So I just had to do initialize a warranty replacement for my phone due to the 'creaking' some people reported involving the corner of the phone. I just don't want to risk it getting worse or me being annoyed to no end because of it so I figured do it sooner than later.
Anyway, I called today because I assumed that the same policy that governed the Galaxy Nexus applied (You have two weeks from the date you get the phone to do a clean-and-clear replacement of the device for warranty issues anything after that requires mailing out for repair.)
However, the guy I talked to tells me that this warranty is different than the Samsung. Like with purchasing a phone through a carrier, if your phone has any problem covered by the warranty, they will replace the device no matter how long it's been since you purchased it (so long as it is still within the 1-year warranty)
I have to say I am so so very pleased to see this! My greatest fear with buying the phone is that if something went wrong I would have to mail it out and be without a phone for several weeks like was the case with the Galaxy Nexus. I figured since so many people have no shortage of complaints about the device I would share something that has very much improved!
Is this warranty through your carrier or LG?
Sent from my Galaxy Nexus using xda app-developers app
Redmed427 said:
Is this warranty through your carrier or LG?
Sent from my Galaxy Nexus using xda app-developers app
Click to expand...
Click to collapse
I was thinking Google.
-Sent from my GS3 running CM10.-
I bought my phone through the Google Play store.
Google processes all warranty claims for the phone (no referring you to manufacturer like they did with Samsung)
If you call to report a warranty-covered issue with the phone, as long as it is not caused by you (ie: your screen doesn't work because you dropped it and it cracked open)
Google will send you a link to "re-purchase" a replacement device through the google play store which puts a hold on your credit card for the sale price (less shipping+tax) and emails you a shipping label.
This part may annoy some people but really, it makes sense. Cell phone carriers don't need to put the hold because they have your SSN and can send you to collections/cancel your service if you fail to return the phone but Google has no such leverage.
Once you send back your device, the hold goes away and you're good to go.
You have 21 days from when you get your new device delivered to send in your old phone.
ohhdavid said:
I bought my phone through the Google Play store.
Google processes all warranty claims for the phone (no referring you to manufacturer like they did with Samsung)
If you call to report a warranty-covered issue with the phone, as long as it is not caused by you (ie: your screen doesn't work because you dropped it and it cracked open)
Google will send you a link to "re-purchase" a replacement device through the google play store which puts a hold on your credit card for the sale price (less shipping+tax) and emails you a shipping label.
This part may annoy some people but really, it makes sense. Cell phone carriers don't need to put the hold because they have your SSN and can send you to collections/cancel your service if you fail to return the phone but Google has no such leverage.
Once you send back your device, the hold goes away and you're good to go.
You have 21 days from when you get your new device delivered to send in your old phone.
Click to expand...
Click to collapse
Wow that sounds pretty great. About the one thing Google got right about this whole process lol. Sounds like they were expecting lots of returns.
-Sent from my GS3 running CM10.-
ohhdavid said:
I bought my phone through the Google Play store.
Google processes all warranty claims for the phone (no referring you to manufacturer like they did with Samsung)
If you call to report a warranty-covered issue with the phone, as long as it is not caused by you (ie: your screen doesn't work because you dropped it and it cracked open)
Google will send you a link to "re-purchase" a replacement device through the google play store which puts a hold on your credit card for the sale price (less shipping+tax) and emails you a shipping label.
This part may annoy some people but really, it makes sense. Cell phone carriers don't need to put the hold because they have your SSN and can send you to collections/cancel your service if you fail to return the phone but Google has no such leverage.
Once you send back your device, the hold goes away and you're good to go.
You have 21 days from when you get your new device delivered to send in your old phone.
Click to expand...
Click to collapse
Where is this policy published?
That's good news. I am getting my phone this week but I'm too busy with work related stuff that needs to be completed before I fly out to Europe for vacation until mid. January.
I was afraid of discovering an issue when on vacation and getting screwed just because I cannot receive a new phone and send in the old one. No need to worry I guess.
The 'hold to cross-ship' replacement policy has been in place since the Nexus One days, and is a great policy.
It's not actually THAT great. Everyone doesn't have $400 disposable at any given time. So say I don't have any money and my device breaks then I'm S.O.L.. That my friend is not okay. They can't put a hold on a card if there's no funds there.
Sent from my Nexus 4 using xda premium
They also mention to contact them if a hold on a card is not feasible and they'll be able to work with you. I just had one done
Sent from my Nexus 4 using xda app-developers app
Freshly_Snipes said:
It's not actually THAT great. Everyone doesn't have $400 disposable at any given time. So say I don't have any money and my device breaks then I'm S.O.L.. That my friend is not okay. They can't put a hold on a card if there's no funds there.
Sent from my Nexus 4 using xda premium
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Never SOL on a legit RMA claim. .cross-ship is just a great option offered, especially if your phone is somewhat functional, you're not out of use at all while you get new unit. Besided it's not El Goog's fault you're broke.
Sent from my SGH-T999 using Tapatalk 2
Yep the warranty through the play store is the only reason I didn't buy from elsewhere... Well that and the price. They always do advance replacement instead of having you ship the thing back on your own device and wait more than a month to get it back. It's one of the few things Google got right with their hardware selling venture. Unfortunately for me, I have terrible luck with replacements. Couldn't get an n7 that wasn't more borked than the previous one. My n10 has a very slight issue but the replacement has the worst screen I've ever seen. Didn't want to go through the hassle of endless card authorizations and shipping devices back and forth so I'm just going to keep it. My n4 has bad light bleed and half the screen is yellow so its replacement is on its way to me and I pray this one breaks my replacement curse. I wish they actually did some kind of qc on their replacement stock before shipping, especially given that critical buyers with problems are much more likely to scrutinize the replacement device once they have had a bad experience to begin with.
Sent from my Nexus 10 using xda premium
Edit: Google swipe isn't perfect yet
This warranty system sounds great, but do they send a prepaid shipping label or is that from our own pockets?
SovereigN7 said:
This warranty system sounds great, but do they send a prepaid shipping label or is that from our own pockets?
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Google supplies the shipping labels.
Sent from my Nexus 7 using Tapatalk 2
wideasleep1 said:
Never SOL on a legit RMA claim. .cross-ship is just a great option offered, especially if your phone is somewhat functional, you're not out of use at all while you get new unit. Besided it's not El Goog's fault you're broke.
Sent from my SGH-T999 using Tapatalk 2
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well if it's just a hold then it doesnt havt't to be 400 bucks, it can just be a dollar and if you dont send in your phone then they charge for the one they sent out, im assuming?
like going to the gas station and how its a dollar until it runs through the system
Garciahenry63 said:
well if it's just a hold then it doesnt havt't to be 400 bucks, it can just be a dollar and if you dont send in your phone then they charge for the one they sent out, im assuming?
like going to the gas station and how its a dollar until it runs through the system
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The problem here is, people are far from honest. I see people here claiming fraud for a lot of things just to get something for free. Number one I've noticed are fraudulent warranty claims. Or selling a broken phone on ebay as working. Everybody lies.
Would Google really send out a phone for "free"? It only makes sense that they charge you for what it's worth. Think of it as a core charge when turning in an alternator or some high priced item for repair. You don't return it? It's your money you're losing.
I hope this is true because with my galaxy nexus they told I needed to contact samsung if it was a hardware problem because they only deal with software problems.So after I contacted samsung I had to ship my phone to them and waited 2 weeks get it replaced and I had no other phone to use because it was my 1st gsm phone after leaving Verizon so I could be contract free.So my 1st experience with them sucked.
ohhdavid said:
I bought my phone through the Google Play store.
Google processes all warranty claims for the phone (no referring you to manufacturer like they did with Samsung)
If you call to report a warranty-covered issue with the phone, as long as it is not caused by you (ie: your screen doesn't work because you dropped it and it cracked open)
Google will send you a link to "re-purchase" a replacement device through the google play store which puts a hold on your credit card for the sale price (less shipping+tax) and emails you a shipping label.
This part may annoy some people but really, it makes sense. Cell phone carriers don't need to put the hold because they have your SSN and can send you to collections/cancel your service if you fail to return the phone but Google has no such leverage.
Once you send back your device, the hold goes away and you're good to go.
You have 21 days from when you get your new device delivered to send in your old phone.
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Just to clarify on the last point.. You have 21 days to return it from the day you receive the email detailing how to order a replacement (sent by the rep you speak with on the phone) and so if your replacement takes 14 days to ship, 2 days to arrive you've only got 5 days left to get it back to them which is cutting it short. :/
Source: I issued an RMA and that's what the email says at the top.
Sent from my Nexus 4
Okay so keep an open mind here guys.
I initiated an RMA last night and I fully intend to return my defective device, but the whole deal with them shipping you a new phone before you send yours back raises an interesting question.
What'd happen if you didn't send yours back and just kept the two? Obviously you'd be charged for both so there's no theft going on, but for those that wanted to purchase 2 and coul could only get one, could they theoretically 'buy' another device this way? It'd be unethical of course, you scamming (in a sense) a phone that countless people are trying to get their hands on, but no more unethical than those scalpers on eBay. They say you have 21 days to return it otherwise your card will be charged, so this could be a very sneaky method of beating the queue.
Like I said before it's unethical and I don't intend to do it, but for those that want a second device for their partner or for someone else... Food for thought I suppose.
jrush4 said:
Okay so keep an open mind here guys.
I initiated an RMA last night and I fully intend to return my defective device, but the whole deal with them shipping you a new phone before you send yours back raises an interesting question.
What'd happen if you didn't send yours back and just kept the two? Obviously you'd be charged for both so there's no theft going on, but for those that wanted to purchase 2 and coul could only get one, could they theoretically 'buy' another device this way? It'd be unethical of course, you scamming (in a sense) a phone that countless people are trying to get their hands on, but no more unethical than those scalpers on eBay. They say you have 21 days to return it otherwise your card will be charged, so this could be a very sneaky method of beating the queue.
Like I said before it's unethical and I don't intend to do it, but for those that want a second device for their partner or for someone else... Food for thought I suppose.
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Well they would get to keep the money they put on hold, and charge you for full shipping.
They would also probably black list you as a customer, so you could never order from them again.
DarkRyoushii said:
Just to clarify on the last point.. You have 21 days to return it from the day you receive the email detailing how to order a replacement (sent by the rep you speak with on the phone) and so if your replacement takes 14 days to ship, 2 days to arrive you've only got 5 days left to get it back to them which is cutting it short. :/
Source: I issued an RMA and that's what the email says at the top.
Sent from my Nexus 4
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No, it's from the date you received the replacement. Source: I issued an RMA and that's what the e-mail says.
UNDERSTANDING CREDIT CARD AUTHORIZATION (NOT A CHARGE)
An authorization for the full price of the replacement device will be placed on your credit card when you place the order in step one. This means that a portion of your card’s credit limit is held for several days, but no charge is made if your original device arrives at our repair center no longer than 21 days from the date of receiving your replacement device is verified to be covered under warranty.
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Hi, I got my Moto G 2nd gen 2 months ago and when I got it there was a slight area of the screen where the glass touched the display too much, making it sorta off colour on that part of the screen like when you press down too hard except this is where the screen is always like that.
Now I feel like it has gotten slightly worse over time and want to use my warranty, however 2 months ago I unlocked the bootloader with the intentions of rooting it (I never gotten round to rooting it in the end)
I messaged moto support last night and they sent me an email saying how I can return it to be repaired but also said:
Motorola will repair and return your phone free of charge under the warranty conditions. If in the event that your phone is found to be out of warranty by the repair centre then please be advised that a quotation and handling charge may be applied. Any damage caused by using unauthorised operating systems, tampering or altering the device firmware and any signs of physical damage that were undisclosed prior to sending for repair will void your warranty and you may be charged for repair.
You can expect the phone to be repaired within 10 working days from its arrival at our repair centre but please allow additional days for postage. Please also note that Motorola do not accept claims for losses incurred by customers not following the process detailed in this message.
This is weird because on another thread on xda (http://forum.xda-developers.com/showthread.php?t=2574104) it said that even though I unlocked the bootloader, as I live in the EU I legally can get a hardware problem like this fixed by them for free as unless they can prove that unlocking the bootloader did this then they have to fix.
I don't wanna send it off and it come back as they think my warranty is void, how can I assert my rights in a situation like this to get my screen defect fixed?
Many thanks
No reply? Ah well
As an update I had a conversation with the online chat support motorola customer care thing last night, saying how I unlocked my bootloader however I believe that as I live in the EU I still have a warranty set out by a directive (I refered to this http://forum.xda-developers.com/showpost.php?p=56181695&postcount=40 a lot, provided a lot of useful information)
They then forwarded my message onto a relevant department (whoever that was) after saying many times that the warranty was completely void, and I spoke to them again today and they said they got a message back from said department who said the same thing where no repair can be issued as the warranty has been voided. I again tried to assert the EU law but he couldnt help me or even forward me onto someone who could help me, so I gave up.
I'm at a loss people The website in this post http://forum.xda-developers.com/showpost.php?p=56181695&postcount=40 said that if they refuse to repair then "you can sue him in a civil litigation and can report the incident to the national authority. In many European countries such action does not even require hiring a lawyer and is most of the time ensured by consumers associations." but I would have no bloody idea on how to do that.
To expand, I bought the device on Amazon but it has been more than 2 months since I got the device so I have no option to message them about the device specifically.
Someone please help me
My advice is to actually call your local Motorola service and speak to a person instead of writing them. If they still refuse your repair you should contact amazon as they have a very accommodating return policy. Last step is to visit your local consumer protection office and ask for legal support.
Bte from which country are you from?
ch1llahh said:
My advice is to actually call your local Motorola service and speak to a person instead of writing them. If they still refuse your repair you should contact amazon as they have a very accommodating return policy. Last step is to visit your local consumer protection office and ask for legal support.
Bte from which country are you from?
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The UK, I'm looking at Amazon and through my previous orders I cant contact them about my phone order anymore as its been more than 2 months, do you reckon I should just send an email to them anyway?
Thanks for replying by the way
Addapp said:
The UK, I'm looking at Amazon and through my previous orders I cant contact them about my phone order anymore as its been more than 2 months, do you reckon I should just send an email to them anyway?
Thanks for replying by the way
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Amazon have a great returns policy, you can contact them for return or refund of items out of the initial returns period using live chat. Use this link
https://www.amazon.co.uk/gp/help/contact-us/general-questions.html?skip=true
Use 'An order I placed', select the item and you can chat live with an agent. How you deal with it and what you say is wrong with the phone is then up to you.
If you're in the UK, the Sale of Goods Act is your friend, and holds the seller, not the manufacturer, legally liable for any defects in the product (the key phrases are "not fit for purpose", "not as described", and "not of merchantable quality").
In practice, this often means that you end up dealing with the manufacturer to resolve problems after purchase, since many retailers lack the facility to carry out repairs and end up being a conduit between you and the manufacturer; thus it's often easier to go to the manufacturer directly.
However, that still doesn't remove the seller's obligations under the law, and Amazon's policy doesn't supersede the law. If you've only had the phone for two months, and it was defective from the moment you received it, it's Amazon's legal responsibility to address the issue.
I would recommend requesting a full refund or a replacement with a new device. Make sure to wipe the old one before sending it back. If Amazon refuses to play ball, have a chat with your local Citizens' Advice Bureau. That said, in my experience Amazon is usually willing to abide by its legal obligations after only a little bit of to-and-fro reminding them of said obligations. I've successfully returned a few items more than a year after purchase because they should have lasted for several years (see the "not fit for purpose" mentioned above), although Amazon's initial responses were to suggest that nothing could be returned after thirty days, followed by a suggestion that I take it up with the manufacturer.
Just remind Amazon of the Sale of Goods Act's requirements, and you should be alright.
Thank you so much for the help!
I contacted amazon today rather than Motorola, and it literally took 5 minutes of live chat to get a replacement phone sent to me first class and the return label for the old one to come here. What a difference it is compared to the horrific experience from the Motorola live chat who don't even know the EU directive.
Really happy to now have a replacement coming rather than sending it to a repair centre and having no phone for a week.
Good result, and just as expected from Amazon. Their live chat system for returns/refunds is very straightforward.
I bought mine them too, not quite the cheapest, but worth a couple of quid extra for the piece of mind in case a replacement needed whilst under warranty.
Addapp said:
No reply? Ah well
As an update I had a conversation with the online chat support motorola customer care thing last night, saying how I unlocked my bootloader however I believe that as I live in the EU I still have a warranty set out by a directive (I refered to this http://forum.xda-developers.com/showpost.php?p=56181695&postcount=40 a lot, provided a lot of useful information)
They then forwarded my message onto a relevant department (whoever that was) after saying many times that the warranty was completely void, and I spoke to them again today and they said they got a message back from said department who said the same thing where no repair can be issued as the warranty has been voided. I again tried to assert the EU law but he couldnt help me or even forward me onto someone who could help me, so I gave up.
I'm at a loss people The website in this post http://forum.xda-developers.com/showpost.php?p=56181695&postcount=40 said that if they refuse to repair then "you can sue him in a civil litigation and can report the incident to the national authority. In many European countries such action does not even require hiring a lawyer and is most of the time ensured by consumers associations." but I would have no bloody idea on how to do that.
To expand, I bought the device on Amazon but it has been more than 2 months since I got the device so I have no option to message them about the device specifically.
Someone please help me
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Click to collapse
I unlocked my phone too and when I messed up with the system files, I sent it to 'MediaMarkt' (the shop from where I bought it), and they sent me my phone back a month later and said that it is out of warranty because of unlocking and rooting, and it was in Spain. But luckily I flashed the system files via fastboot and its working fine now.
I contacted the Citizens Advice consumers service in the UK and they replied with this:
pastebin .com/GpUxggaK (Remove Space, cant post links as I don't have 10 posts)
As a TL;DR they said to contact amazon, and that the UK actually has a 6 year warranty for faulty goods (good god thats a long time) and that they will send a complaint to the trading standards if I give them motorolas postcode and address so that's cool.
I'm expecting my new moto g to come tomorrow thankfully
I shattered my screen a month after getting my phone. Living in Colombia I knew I would have to do an advance replacement fee and send the phone to my friend and his wife. They were coming to visit in a few weeks. I called support and explained to them the situation. They agreed to send a phone to my friends home and when he came to colombia I would give him the broken one. Well 4 days went by and no tracking for my phone that was supposed to be 1 day shipping. I called back and they said it would ship that day. Another day and no shipping. I call again and now they tell me they don't even have blue in stock. So they offer a white one 64 gb. Keep in mind I had 15 phones delivered to my friend to bring to me, including some iphones 6S's. My friends arrive with all my phones and well an empty box from motorola. I also notice the advance fee dropped off my credit card. So I assume with all the confusion from support over the non stock phone they did a standard replacement, which totally screws me over. So I call them after the weekend and they tell me they have to report it to fedex. Well fedex calls me and says the package was signed for, I say of course because a package was delivered. Now keep in mind this is all back from November.
So I start emailing everyone from Motorola, twitter, facebook just trying to get some real answers.
Here is the response I got today
"Hi Greg.
The news is not good. The package was shipped with a 64GB Nexus 6, and we have the serial number. Since it was signed for, FedEx is less likely to approve a claim, but that will be your best bet.
The downside is that we are going to have to charge you for the phone we sent. If you send in your broken phone we can release that hold, but unfortunately you are going to be charged for the repair cost in any event.
We've been holding this open so we can't extend this indefinitely. We are able to hold it open for two weeks -- if you can return by then we'll release the hold on the phone we sent.
- Matt"
The funny part is and I have told them a few times that there is no hold and you would only drop the hold if you sent an empty standard replacement box. They seem to ignore this comment every time. What makes it even more difficult is, Chase Sapphire was going to fix the phone but now with all this crap who knows what will happen. I googled motorola support empty box and found one other person tweet to Motorola Support with the same issue. I am curious has anyone else had issues with doing an RMA with these guys?
What do expect to gain by posting this here?
daweeze02 said:
I shattered my screen a month after getting my phone. Living in Colombia I knew I would have to do an advance replacement fee and send the phone to my friend and his wife. They were coming to visit in a few weeks. I called support and explained to them the situation. They agreed to send a phone to my friends home and when he came to colombia I would give him the broken one. Well 4 days went by and no tracking for my phone that was supposed to be 1 day shipping. I called back and they said it would ship that day. Another day and no shipping. I call again and now they tell me they don't even have blue in stock. So they offer a white one 64 gb. Keep in mind I had 15 phones delivered to my friend to bring to me, including some iphones 6S's. My friends arrive with all my phones and well an empty box from motorola. I also notice the advance fee dropped off my credit card. So I assume with all the confusion from support over the non stock phone they did a standard replacement, which totally screws me over. So I call them after the weekend and they tell me they have to report it to fedex. Well fedex calls me and says the package was signed for, I say of course because a package was delivered. Now keep in mind this is all back from November.
So I start emailing everyone from Motorola, twitter, facebook just trying to get some real answers.
Here is the response I got today
"Hi Greg.
The news is not good. The package was shipped with a 64GB Nexus 6, and we have the serial number. Since it was signed for, FedEx is less likely to approve a claim, but that will be your best bet.
The downside is that we are going to have to charge you for the phone we sent. If you send in your broken phone we can release that hold, but unfortunately you are going to be charged for the repair cost in any event.
We've been holding this open so we can't extend this indefinitely. We are able to hold it open for two weeks -- if you can return by then we'll release the hold on the phone we sent.
- Matt"
The funny part is and I have told them a few times that there is no hold and you would only drop the hold if you sent an empty standard replacement box. They seem to ignore this comment every time. What makes it even more difficult is, Chase Sapphire was going to fix the phone but now with all this crap who knows what will happen. I googled motorola support empty box and found one other person tweet to Motorola Support with the same issue. I am curious has anyone else had issues with doing an RMA with these guys?
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this is a long shot but call and ask Fed-ex what the actual weight of the package vs what the customer printed on the shipping label. I used to work for a logistics company here in California and we would re weigh the freight before forwarding it out of our warehouse. I know Fed-Ex international also do this but i am not sure about domestic. If you can get that information from Fed-ex it might help support your claim with moto.
Good luck, hope it works out for you.
Thanks, I'll call them again today.