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?

RMA Process?

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

Never buy from merimobiles

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.

Big Warranty Improvement over Samsung Nexus

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
Click to expand...
Click to collapse
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?
Click to expand...
Click to collapse
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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Delivered an empty box from Motorola RMA

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.