Database Develop

cancelled my order....but it still arrived?

Just thought I tell you that I cancelled my order for the 8 gig model post two days after I ordered it but then yesterday received an email stating that the thing was on its way over to me and arrived this morning???

Idk. Contact google again?
Sent from my Nexus 7 using xda premium

If you have not been charged then woo hoo

Jordanooo said:
If you have not been charged then woo hoo
Click to expand...
Click to collapse
+1 free Nexus 7? Unless Google storms your house...
Sent from my i777 using xda app-developers app

n7 delivered and your credit card charged: if you have a copy of order cancelation, use it for a chargeback with your credit card company. keep n7.
n7 delivered and you're credit card NOT charged: keep n7.
Good luck!

Let us know if you still got charged!

I tried to cancel my order but Google rep told me it had to be done within 60 minutes. It was nor really an issue because after I had bought a 16gig N7 at Sam's (saving about $20) the monet was not there for them to charge my account.
I called my bank and they told me there would be no nsf fee. No problems as far as I am concerned.
Google should fulfill pre-orders before sending them to retail outlets
Cen5
Sent from my Transformer TF101 using Tapatalk 2

If its free and you're not charged, why haven't you deleted this post yet??

skynoir said:
n7 delivered and your credit card charged: if you have a copy of order cancelation, use it for a chargeback with your credit card company. keep n7.
n7 delivered and you're credit card NOT charged: keep n7.
Good luck!
Click to expand...
Click to collapse
Steal N7? People have no morals or ethics. It's disgusting.
The Truth of the matter is Google specifically stated in their terms and conditions of sale that there were no cancellations. As you are unlikely to have cancelled by phone (because they wouldn't let you) you have probably just used the support web page and sent it in. That isn't valid, your order is still good.
Correct way to move forward now is to phone them and request a return which they have said they will do if you have not opened the package.
The important thing to realise is that right now you have the device you ordered. Google's card processing system is catching up. If you have not been charged you you will be soon.

glowworm62 said:
Steal N7? People have no morals or ethics. It's disgusting.
The Truth of the matter is Google specifically stated in their terms and conditions of sale that there were no cancellations. As you are unlikely to have cancelled by phone (because they wouldn't let you) you have probably just used the support web page and sent it in. That isn't valid, your order is still good.
Correct way to move forward now is to phone them and request a return which they have said they will do if you have not opened the package.
The important thing to realise is that right now you have the device you ordered. Google's card processing system is catching up. If you have not been charged you you will be soon.
Click to expand...
Click to collapse
I didn't think they're was a cancel online, I did mine by having them call me, and even the first rep didn't do that right.
Eventually I called back and a different rep said my request to cancel never happened even though the first rep days before said he did it.
Second rep did it again and sent it off to the appropriate people. 24-48 hours later, I received email confirmation including the order number, was cancelled.
Sent from my PC36100 using Tapatalk 2

WhiteiceDMSTech said:
Second rep did it again and sent it off to the appropriate people. 24-48 hours later, I received email confirmation including the order number, was cancelled.
Click to expand...
Click to collapse
In that case you have a good set of history to now request they come at their expense and pick it up and return your money (if charged).
It would be nicer if the delays were not 60 minutes ha as a result of the level of borkedness of this release! Good luck.

If it says it was cancelled, you will probably get a knock on the door from a UPS guy saying that you have a shipping request. You can either a) say no, keep the tablet, get charged or b) give it to him, wait 2 weeks, get a refund from google)

All you can do now is either return the package unopened to UPS (You have 5 days) or sell it on Ebay.

TahrirSquare said:
All you can do now is either return the package unopened to UPS (You have 5 days) or sell it on Ebay.
Click to expand...
Click to collapse
Why sell it? You would get less than you paid for it. Return it

dirtyfingers said:
Why sell it? You would get less than you paid for it. Return it
Click to expand...
Click to collapse
No way he can get less than what he paid for it, they're all selling for a profit now. plus he might get his money faster since google refund will take a couple of weeks. However if he doesn't sell it he's stuck with it.

dirtyfingers said:
Why sell it? You would get less than you paid for it. Return it
Click to expand...
Click to collapse
you can sell it for any price you want

glowworm62 said:
Steal N7? People have no morals or ethics. It's disgusting.
The Truth of the matter is Google specifically stated in their terms and conditions of sale that there were no cancellations. As you are unlikely to have cancelled by phone (because they wouldn't let you) you have probably just used the support web page and sent it in. That isn't valid, your order is still good.
Correct way to move forward now is to phone them and request a return which they have said they will do if you have not opened the package.
The important thing to realise is that right now you have the device you ordered. Google's card processing system is catching up. If you have not been charged you you will be soon.
Click to expand...
Click to collapse
Thanks for the reply
I contacted google last night and they said that they would send a email regarding shipping however, this has still not arrived. I then proceeded to put a complaint against google for ignoring my request for cancellation of the goods.
I bought this tablet in the UK so regarding googles policy it really does not matter if they stated "no Cancellations" as this wanders into the realms of "goods law" and statutory rights of the buyer.

I have told a friend at work that I have one for sale or return she stated that she wanted it at the cost £170. Shame, though it would have been nice to make enough extra on top for a cheeky pint!

Also forgot to mention I have already purchased the 16 gig variant through HMV at 190 quid. Also TESCO are selling these at 190 with the order number/discount voucher thing of TDX-KPHM if anyone else is interested.

If this is UK and you were charged, send it back under DSR within 7 days and they must refund you.
Daern
Sent from my Galaxy Nexus using Tapatalk 2

How Google gave me a FREE Nexus 7

This is sooo cool I had to share it with u guys.
So I was one of the first ones to per order the nexus 7
When I did it charged my card but the payment did not go through because it said there was something wrong with my card (I've use this card to make all of my google payments so it was kind of odd)
I remove and re added the card and that seemed to fix it.
on the 11th it'd attempted to charge my card but it didn't go through.
A few days latter I called customer service and they told me to remove and re add the card again but that didn't helped so after an hour with customer service the guy told me to just go to a store and buy it there and they will still give me the 25 dollar gift card.
I went the next day and as soon as I come on out of the store I received an email from google letting me know that my order has been shipped, I was really mad because I would be charged again so I called customer service and they told me to just denied the package when it arrives, 10 minutes later after talking to customer service I received an email that said my order was canceled because my card could'nt be charged (I'm sure I had enough funds).
the next day I wake up AND IT WAS THERE, A BRAND NEW NEXUS 7
I quickly check my bank statement and I was never even charged so I was thinking there something wrong with their ordering system

e-zzy1 said:
This is sooo cool I had to share it with u guys.
So I was one of the first ones to per order the nexus 7
When I did it charged my card but the payment did not go through because it said there was something wrong with my card (I've use this card to make all of my google payments so it was kind of odd)
I remove and re added the card and that seemed to fix it.
on the 11th it'd attempted to charge my card but it didn't a few days latter I called customer service and they told me to remove and re add the card again but that didn't helped so after an hour with customer service the guy told me to just go to a store and buy it there and they will still give me the 25 dollar gift card.
as soon as I come on out of the store I received an email from google letting me know that my order has been shipped, I was really mad because I would be charged again so I called customer service and they told me to just denied the package when he gets there, 10 minutes later after talking to customer service I received an email that said my order was canceled because my card could'nt be charged I'm sure I had enough funds.
the next day I wake up AND IT WAS THERE, A BRAND NEW NEXUS 7
I quickly check my bank statement and I was never even charged so I was thinking there something wrong with their ordering system
Click to expand...
Click to collapse
Haha how cool is that? I wish that happened when I bought my iPad 3
Sent from my Nexus 7

Cool........I'm sure they wont miss one N7
Sent from my Nexus 7 using Tapatalk 2

Not a bright idea in posting a scam on a public forum, even if it's "accidental".

Wow so clever!
Sent from my SAMSUNG-SGH-I727 using xda premium

I might be too honest for my own good .. but had a similar issue with company.. I called them and told them what happened. the guy put me on hold . His supervisor came on and said they could not believe i called to let them know this. And he asked me if would like to add a warranty on the second Device.for same cost of the one i bought. the device was a high end printer direct from hp. I said i cant afford to pay for the second one nor did i need it.. He said TO give it to a neighbor or sell it on ebay. And that they are going to let me keep it. Just out of being honest..
give it a try. your concise will feel better and you never know...

Printerscape said:
Not a bright idea in posting a scam on a public forum, even if it's "accidental".
Click to expand...
Click to collapse
well if u think about it it wasn't a scam it was an error on their part. because I never intended for this to happened

You are going to contact them about this, right?
Sent from my Nexus 7 using Tapatalk 2

Yea I'm too honest. Would call and offer to pay if it was me. Just remember, karma.......
From the Note to Nexus 7

e-zzy1 said:
well if u think about it it wasn't a scam it was an error on their part. because I never intended for this to happened
Click to expand...
Click to collapse
You taking advantage of it by not reporting it = scam and theft.

Printerscape said:
Not a bright idea in posting a scam on a public forum, even if it's "accidental".
Click to expand...
Click to collapse
I agree, especially here, where the Mods don't look kindly upon these type of things.

e-zzy1 said:
well if u think about it it wasn't a scam it was an error on their part. because I never intended for this to happened
Click to expand...
Click to collapse
Perhaps but you know better than thinking Google would give you a free Nexus 7 for no reason.

e-zzy1 said:
well if u think about it it wasn't a scam it was an error on their part. because I never intended for this to happened
Click to expand...
Click to collapse
Sell it out give it to a little brother or sister. You'll feel better about it lol
Sent from my Gameboy Color

When companies will be honest with costumers , costumers will be honest with companies.
Sent from my Nexus 7

I still think you should at least offer it back .If you think they owe you something ask for Extra credit from play store or something. If your employer double paid you WOULD you just let it go.
Guess im one of the few honest people around..

erica_renee said:
I might be too honest for my own good .. but had a similar issue with company.. I called them and told them what happened. the guy put me on hold . His supervisor came on and said they could not believe i called to let them know this. And he asked me if would like to add a warranty on the second Device.for same cost of the one i bought. the device was a high end printer direct from hp. I said i cant afford to pay for the second one nor did i need it.. He said TO give it to a neighbor or sell it on ebay. And that they are going to let me keep it. Just out of being honest..
give it a try. your concise will feel better and you never know...
Click to expand...
Click to collapse
Thanks for being a decent and honest human being!

Completely inaccurate title. Google did not "give" you a free Nexus7. They accidentally shipped you one without charging you first.
What YOU chose to do now is up to you, but bragging about it on XDA seems to be a bit stupid. Either keep it and hope they don't send you a bill, or contact them and offer to pay for it or have them ship it back.

Screw that, keep the nexus! If you found a $20 bill on the ground in a mall, what would you do with it? Probably keep it. Right?
It was Google's mistake not yours

erica_renee said:
I still think you should at least offer it back .If you think they owe you something ask for Extra credit from play store or something. If your employer double paid you WOULD you just let it go.
Guess im one of the few honest people around..
Click to expand...
Click to collapse
Trust me let's say your keys or your money would fall off your purse I would give it to you right away... We all work hard to earn our money... But I have no pity for companies especially Google who makes billions by selling our data and information to other companies.... Don't get me wrong you are right but that's my opinion.
Sent from my Nexus 7

kiewee3 said:
Screw that, keep the nexus! If you found a $20 bill on the ground in a mall, what would you do with it? Probably keep it. Right?
Click to expand...
Click to collapse
Most people would probably keep it and that's what's wrong with our society. Whether it's $1, $20 or $1,000,000, if it isn't yours and you took it, it's stealing.
big samm said:
When companies will be honest with costumers , costumers will be honest with companies.
Click to expand...
Click to collapse
That's just you trying to justify keeping the free Nexus 7 and you know it. At the end of the day, you didn't get the Nexus 7 for free in a legit way and deep down inside you know it's wrong.

Buyer Beware!

Google will not ship you a replacement tablet unless you have the money to pay for another tablet.
I have learned this the hard way.
I had the touch sensor issue and sent the tablet back, but since I don't have the money to hold on my debit card Google will not ship me my replacement tablet.
You read that right. I paid for a tablet, I have no tablet, Google won't give me my warranty-covered replacement until I find the cash for them to hold on to for a week.
I am the biggest Google fanboy I know IRL, but I am extremely mad right now and wanted to make sure everybody knows about this issue before buying the Nexus 7.
I bought the tablet on Sept 4th, maybe by October 26th I'll have enough money saved up to pay the ransom to actually hold my tablet in my hands.

jacktownlane said:
Google will not ship you a replacement tablet unless you have the money to pay for another tablet.
I have learned this the hard way.
I had the touch sensor issue and sent the tablet back, but since I don't have the money to hold on my debit card Google will not ship me my replacement tablet.
You read that right. I paid for a tablet, I have no tablet, Google won't give me my warranty-covered replacement until I find the cash for them to hold on to for a week.
I am the biggest Google fanboy I know IRL, but I am extremely mad right now and wanted to make sure everybody knows about this issue before buying the Nexus 7.
I bought the tablet on Sept 4th, maybe by October 26th I'll have enough money saved up to pay the ransom to actually hold my tablet in my hands.
Click to expand...
Click to collapse
Well no duh. They put a hold on the value of replacement tablet to make sure you return the old one. They need to make sure you have the funds to pay for the replacement should you fail to return the defective one. It's common practice.
I would have asked to speak with a supervisor as I would think they would let you send your tablet back first instead, and then after they receive the defective one they would ship you the replacement. That would eliminate the need for a hold on you card.
Sent from my Nexus 7 using xda premium

Metallice said:
Well no duh. They put a hold on the value of replacement tablet to make sure you return the old one. They need to make sure you have the funds to pay for the replacement should you fail to return the defective one. It's common practice.
I would have asked to speak with a supervisor as I would think they would let you send your tablet back first instead, and then after they receive the defective one they would ship you the replacement. That would eliminate the need for a hold on you card.
Sent from my Nexus 7 using xda premium
Click to expand...
Click to collapse
That is exactly what I thought. I asked them if I could return the tablet first and have them send the replacement without holding another $199, I have an email in which they agree with that scenario.
The problem is, they won't do it.
I sent the tablet back, UPS confirmed they received it on the 4th. Google themselves confirm they have it.
Even knowing all of this, the "manager" I was able to speak with told me the same thing the rep told me. There is no way to get around having the money held. Nobody has authorization to get around that in the system, it is just built in.
So yes, I sent the tablet back to get around this charge, and they still insist on charging me.

The OP said they sent the original tablet back...if Google already has the tablet back they should not need to put a hold on a second tablet.
Sent from my Nexus 7 using xda premium

What you're describing is an advanced replacement. They send you a replacement tablet and put a hold for the value on a credit or debit card until they receive your defective one.
If you can't do that for some reason, then you need to process a standard RMA without advanced replacement. In this case you send your tablet in and go without a tablet until they get around to fixing it.
If you run into a problem, ask for a supervisor. Be polite and explain the situation. If you act like an entitled ass you will likely find roadblocks and problems in getting things solved.
Sent from my Nexus 7 using Tapatalk 2

ExploreMN said:
What you're describing is an advanced replacement. They send you a replacement tablet and put a hold for the value on a credit or debit card until they receive your defective one.
If you can't do that for some reason, then you need to process a standard RMA without advanced replacement. In this case you send your tablet in and go without a tablet until they get around to fixing it.
If you run into a problem, ask for a supervisor. Be polite and explain the situation. If you act like an entitled ass you will likely find roadblocks and problems in getting things solved.
Sent from my Nexus 7 using Tapatalk 2
Click to expand...
Click to collapse
What he said. This is standard procedure for an advanced replacement. If you're saying that they are currently in possession of your old tablet and they still need to charge you for another... doesn't make any sense.
Maybe there's something off in the timing/terminology. I'd call back again. Otherwise, they need to return your original transaction money.

ExploreMN said:
What you're describing is an advanced replacement. They send you a replacement tablet and put a hold for the value on a credit or debit card until they receive your defective one.
If you can't do that for some reason, then you need to process a standard RMA without advanced replacement. In this case you send your tablet in and go without a tablet until they get around to fixing it.
If you run into a problem, ask for a supervisor. Be polite and explain the situation. If you act like an entitled ass you will likely find roadblocks and problems in getting things solved.
Sent from my Nexus 7 using Tapatalk 2
Click to expand...
Click to collapse
I think I was courteous even when I asked for the supervisor. The reason I am so angry is support said I could do it like this so I wouldn't have the money held. Then they said there is no way to do it without the money being held. That is all in my email communication.
Then they told me to contact ASUS to resolve the problem because there was nothing they could do. I asked them what could ASUS do when I've already sent the tablet back to Google. Their response was give us more of your money to hold on to and we'll be glad to send you an "advance replacement device."
We own 2 GNexs, a cheap Samsung Android phone for our son, a Google TV, an Acer 100, and some day a Nexus 7. I am as fanboy as it gets. I say all that to make the point that I really wanted this resolved nicely but Google is really sticking it to me.

Sounds like a major case of miscommunication somewhere, even though they have received the tablet back. If you can't work it out with the supervisor, then talk to the department manager. There is obviously no need for them to place a hold if they have it back already. The only other scenario I can see is that it's been hard coded into the system that they can't override. Did you get an RMA to send it back?
Don't know if you have any credit cards but that is another way to do it. It won't be a hold on your cash and it essentially will just be well, a hold on virtual money.

Google stopped communicating with me. I told them I felt like this had moved beyond bad customer service and into customer mistreatment and if I couldn't get the tablet I paid for without putting up money I don't have then I would file a complaint with my state's attorney general.
They said I had made a "legal threat" and at that point would only keep repeating the URL for Google legal. The new manager I had wouldn't repeat her name or give me any sort of reference number.
I don't have a credit card. I saved up money to buy this tablet. I don't have the money to let them hold even if the principle didn't deeply disturb me.
Sent from my Galaxy Nexus using xda app-developers app

Alright so I took the advice you guys gave me and gave them a call back.
I got a new person and it took him 2 minutes of looking at my account to just give me the full refund that the original rep denied me. Before they weren't going to refund the shipping charge, only the price plus tax.
So I'm waiting for my money to come back so I can try again! Hopefully next week I'll have my Nexus 7!
The difference between the new person that took my call and the old person was like night and day.
But the new person did confirm with me that it is hard-coded in their system that they absolutely cannot under any circumstances provide you a replacement device without first holding the money on the card you bought the device with originally.
So my original "Buyer Beware" warning still stands. With as many problems as people have been having with their Nexus 7's you should make sure you have double the purchase price before buying this tablet to make sure you can get your replacement if anything goes sideways.

I think Google is trying... but they are new at supporting hardware and are making mistakes. I think it may take more than a week for you to get your refund though, sounds like even that process is pretty messed up.

You said 'with as many problems as people are having', when I have not heard of many and mine is running great and no defects I have seen. Hmm....

He said 14 days for a refund after they receive the device and they received it on the 4th. So I should have my money next week if not my tablet.
The problem I had was with the touch sensors after running any mid- to high-end game. I see other people on XDA with the same issue. It only goes away if you restart, and it is a hardware issue, not software.
Sent from my Galaxy Nexus using xda app-developers app

jacktownlane said:
He said 14 days for a refund after they receive the device and they received it on the 4th. So I should have my money next week if not my tablet.
The problem I had was with the touch sensors after running any mid- to high-end game. I see other people on XDA with the same issue. It only goes away if you restart, and it is a hardware issue, not software.
Click to expand...
Click to collapse
Yeah, 14 days is what they tell everyone. But it sounds like most experiences I see mentioned here, say it's taking about 2 months to get a refund. I've tried to find someone that actually got a refund in a normal amount of time, and so far no one has come up yet.

jacktownlane said:
Alright so I took the advice you guys gave me and gave them a call back.
I got a new person and it took him 2 minutes of looking at my account to just give me the full refund that the original rep denied me. Before they weren't going to refund the shipping charge, only the price plus tax.
So I'm waiting for my money to come back so I can try again! Hopefully next week I'll have my Nexus 7!
The difference between the new person that took my call and the old person was like night and day.
But the new person did confirm with me that it is hard-coded in their system that they absolutely cannot under any circumstances provide you a replacement device without first holding the money on the card you bought the device with originally.
So my original "Buyer Beware" warning still stands. With as many problems as people have been having with their Nexus 7's you should make sure you have double the purchase price before buying this tablet to make sure you can get your replacement if anything goes sideways.
Click to expand...
Click to collapse
don't buy it from google website, if there is anything, you can only communicate through online/phone.
buy it from somewhere else like staples, gamestop, etc. If there is something to happen, you can bring back the product with the recipe to the original shop. Another thing is, if you did something wrong, it's easier to mask it because the store clerk usually have little understanding in it.

I purchased a new linksys router and after 2 months it stopped working. They sent me a replacement BUT they charged me the value of the device to make sure I would send the one that stopped working back to them. I don't see what the big problem with putting down a deposit.

le0.br4zuc4 said:
I purchased a new linksys router and after 2 months it stopped working. They sent me a replacement BUT they charged me the value of the device to make sure I would send the one that stopped working back to them. I don't see what the big problem with putting down a deposit.
Click to expand...
Click to collapse
The Op hasn't the money to spent
Sent from my LG-P500 using xda premium

see?this is why i love apple!

kevinchen1102 said:
see?this is why i love apple!
Click to expand...
Click to collapse
Nobody needs you here, go troll your Apple forum.
Beamed from my Grouper.

jacktownlane said:
I don't have a credit card. I saved up money to buy this tablet. I don't have the money to let them hold even if the principle didn't deeply disturb me.
Click to expand...
Click to collapse
You should not be buying like this if you don't have a credit card.
Buy from a brick and mortar store if you want to deal with cash (including debit) if you don't want to deal with what amounts to a credit hold.
A credit hold with a credit card is a non-issue since it is not really your money.
Basic credit 101...
Sent from my Nexus 7

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
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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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Click to collapse
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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[Q] Opinions on Nexus program warranty?

My touch screen recently stopped responding altogether. I've had intermittent problems with it, sometimes seeming to be related to whether or not the charger was plugged in (as I've seen some other complaints about this), and sometimes simply inexplicably temporarily stupid. It's been unresponsive entirely for about two weeks now, though. The phone never got wet, bent, dropped, etc.
I called Google's Nexus support and talked to them about it for a while. We did a bunch of stuff over the phone that I deemed entirely unnecessary but did just to placate the customer service rep on the phone with me. I cleared cache, wiped the phone, flashed the latest OTA, basically everything I could do except take it apart while the touchscreen doesn't work. We settled (finally) on needing to RMA the phone.
After creating and setting up the RMA, I was informed that they need to place a $400 on my account while we cross-ship the device. After they checked the device out and the moisture indicator came up clean and whatnot, I'd get my money back. I'm pretty poor, especially given that I have three children, and can't really loan Google $400. I told the rep that if possible, I wanted to simply send them my phone and wait until they did whatever they needed to do, then either told me to eff off or sent me a new phone. He said he'd have to talk to his lead. He did so, and was told that no, there's absolutely no way I could send them my inoperative phone and wait until they could confirm I'd been sent a dud. I have to fork over $400, absolutely, no matter what, until they determine that I'm not a jackass trying to get over on them.
Feeling that this was completely illogical and that there was no way Google would have a ridiculous policy like this, with no exception, I decided to try again a few days later. I talked to a different rep about the situation and was fed basically the exact same verbatim line. I purchased my Nexus 5 on launch day, 6 November. My warranty runs up in a few months and I'll be heading to Afghanistan for an all-expenses paid vacation right before it does. I'm pretty furious about the whole ordeal and, basically, I want to know what kind of experiences other people have had regarding Google's warranty program?
tl;dr

Same for me. :/

Different story here (Hong Kong), I can just drop it at LG service center then they will take care of it.
Sent from my Nexus 5 using XDA Free mobile app

Actually, that brings me to another point. I was advised to call LG to see what they could do for me. LG told me that if I paid to ship it to them, they'd happily repair it for money, then charge me to ship it back. US warranty repair/replacement is all through Google, they told me.
That's a fantastic piece of advice I was offered.

I don't really see the problem. You have a credit card, right? When I had my Nexus 5 replaced, I gave them my credit card number, a pending charge for $400 showed up, and after they received my phone, the pending charge went away. I don't even think the charge ever went past pending on my credit card. I certainly didn't have to actually pay or lend them $400 of my own money.

gtg465x said:
I don't really see the problem. You have a credit card, right?
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Click to collapse
No. So it's a problem.

DummyPLUG said:
Different story here (Hong Kong), I can just drop it at LG service center then they will take care of it.
Sent from my Nexus 5 using XDA Free mobile app
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Click to collapse
Same here in Slovenia, you Americans are really getting robbed by that capitalism lol,to give them a 400$ loan I mean omg,and I'm grateful that I live in the EU where the rights of consumers are protected and every phone bought here has a 24month warranty
Sent from my Nexus 5 using XDA Premium 4 mobile app

solacelost said:
After creating and setting up the RMA, I was informed that they need to place a $400 on my account while we cross-ship the device. After they checked the device out and the moisture indicator came up clean and whatnot, I'd get my money back. I'm pretty poor, especially given that I have three children, and can't really loan Google $400. I told the rep that if possible, I wanted to simply send them my phone and wait until they did whatever they needed to do, then either told me to eff off or sent me a new phone. He said he'd have to talk to his lead. He did so, and was told that no, there's absolutely no way I could send them my inoperative phone and wait until they could confirm I'd been sent a dud. I have to fork over $400, absolutely, no matter what, until they determine that I'm not a jackass trying to get over on them.
tl;dr
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I assume that Google is doing the "we send you a new phone and once you get it, you send us back the old phone while we hold the price of a Nexus 5 on your credit card account" if I understand your post correctly. I find it a little funny that people can hate this method, as you do, while other people, like myself, love doing it this way.
I had to RMA my Nexus 5 after 1 month of use because it kept rebooting and I was so happy that I was allowed to keep my defective phone (because it can still be used, even though it annoyingly reboots) while waiting for a new device to be shipped to me. I wouldn't know what to do if I had NO cell phone for however long it takes for me to first send them my defective phone and then wait for them to process it and send a replacement phone. I'd guess that would probably take upwards of 2 weeks.
When I used Logitech's RMA process for my mouse, I had to beg them to use the same process. How was I supposed to use my desktop computer with no mouse for 2+ weeks while waiting for a replacement?
Overall, I think Google's warranty program is setup to be consumer friendly, but I can see how it can be a headache for those that are poor.

Also, having my device while waiting for the replacement isn't super useful to me if the entire touchscreen is inoperative. That's the point I tried to make with Google, I don't need a new device ASAP because this one is just as useless as no device. I'm already using an old phone (which I can't stand...).

teonagode said:
Same here in Slovenia, you Americans are really getting robbed by that capitalism lol,to give them a 400$ loan I mean omg,and I'm grateful that I live in the EU where the rights of consumers are protected and every phone bought here has a 24month warranty
Sent from my Nexus 5 using XDA Premium 4 mobile app
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Money is sent to Google so they can send out a second device. Once you have 2x Nexus phones in your hands you can then decide which you want to return and are never left device-less.
There is no loan, just a short hold on your credit card in case you keep both. Cross shipping is a valuable service, but you can choose to deal with LG and be in the same boat as most non-Google phone owners who are forced to wait a month or so for service.

If you don't have $400 to put up as collateral, I would just get a credit card. There are a lot of benefits to having a credit card. You can get 1% to 5% cash back on everything you buy, build credit, get better fraud protection than a debit or ATM card, and you can use it in situations like this as collateral instead of loaning a company your own money.
I do agree that Google should allow standard, old fashioned RMAs for people without credit cards who don't mind waiting though. That sucks.

+1 just RMA my device... Use a credit card they won't charge it just a temporary authorization so no money actually changing hands. Once your device is back in their hands they will cancel the authorization.
Sent from my Nexus 5 using Tapatalk