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AT&T Wont let me Return my Tilt!!!

I purchased the phone about a month ago, from the day I purchased it the camera did not operate correctly. I took my device to the store in an attempt to get it replaced with a new one. Unfortunately for me my camera just happened to work that day which was also the last day of the 30 day warranty. The guy pretty much said that he couldnt help me because my device worked, but then he gave me this number saying that if there is any further problems they will take care of it. So I call the ATT warranty department the next day (my camera broke again) and they said that they were sending me a REFURBISHED phone. I talked with them for 2 hours and they pretty much sait there is nothing they can do.
So I get this refurbished phone and right out of the box it looks of poor quality, I later find out that no matter what I do, the device will not charge. So I send in for another refurb which is of even worse condition and this one wont sync to my PC.
Do any of you guys have any ideas that could help I called the warranty department and coustomer care TWICE, asked to speak to both supervisors, threatened to change my entire family's service and they dont reply with anything except that the phone can not be replaced with a new phone. What do you think I should do?

dude that sucks!
ive never had a problem gettin a swap out.. and i bricked my first tilt..
u need to speak to managers and managers only, throw a fit make a scene in the store they'll work with u!

Learn from your mistake so you don't repeat it in the future. If you have an issue with a phone within the 30 day period, make sure it's fully taken care of within that time frame. Unfortunately you took some clerk's word for what would happen instead of double checking yourself.
AT&T most likely isn't going to do anything more from you. They have pretty good customer service and retention, but it is within their rights to give you a refurbished phone.
I also find it hard to believe that they shipped you two refurbished phones that right out of the box appeared to be of "poor quality." If the phone's had a shoddy appearance they wouldn't have been sent back out.
If your next replacement (refurb) is not functional, then tell them that it is getting ridiculous that you have had 3 replacments and they were all bad (again, I find that dubious). If the phone's are malfunctioning to any extent that you can't make calls (like a phone won't recharge) then they should be crediting your account on a daily basis when you can't use the phone.
Lastly, you can threaten to go to your credit card issuer (assuming you bought it with one) or to the BBB. Again, these are mostly threats, and I don't suggest you follow through unless you are truly getting bad refurbs 3 times in a row. Don't just take a negative attitude and look for problems becuase it isn't a new phone...you aren't likely to get one.
However, you could realistically cancel your service, and then refuse to pay any cancellation fees because they weren't honoring their end of the deal by providing you with functioning equipment. Even though you might have a leg to stand on....it will still probably get sent to collections and mar your credit.

Of the refurbs I got, these were in the condition I stated. When I called ATT they said something along the lines of 'every once in awhile a bad one slips through, but its pretty rare.'

I don't doubt a bad one slips through.... but two in a row....
What I am saying is third time is a charm...you can't keep getting bad ones
Also, I know how it can be mentally (as I would feel the same way) that a refurb just isn't as good and you would rather have a new one even if you saw a refurb pass every single test.
Try for #3 and if you are still out of luck...go with the other poster's suggestion and make a scene in the store

This reminds me of when i had the 8525 hermes. I was sent about 3 phones from them that were of bad quality. Bluetooth problems and yellowish tint screen.. The unwritten rule is that after 3 phones youre sopost to get a upgrade of the latest comperable model. Right now the tilt is the latest pocket pc but at the time, the tilt replaced the 8525 and thats how i recieved my tilt..
Moral is.... wait til the next ppc comes out and make a scene.. but also bring that point up to warranty replacement.

bengalih said:
I don't doubt a bad one slips through.... but two in a row....
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Click to collapse
Happened to me last week, two bad ones, and a third one that was good. It's possible, and somewhat probable for a scenario like that to occur. It's not like saying he put a million dollars on "00" at the roulette table and won

I'm on my fourth tilt in 6 months. The first one got fried by an ebay charger (I think) my daughter threw the next one and messed up the display (can't believe they haven't charged me for that one... yet) The third did't sync with my PC like one of yours and the forth one's been great. All of the replacments have been refirbs but have looked as good as new with the one being bad out of the box.
I agree with bengalih just get another one if it's bad you'll know right away if not it should be perfectly fine.

mtbjoe said:
I'm on my fourth tilt in 6 months. The first one got fried by an ebay charger (I think) my daughter threw the next one and messed up the display (can't believe they haven't charged me for that one... yet) The third did't sync with my PC like one of yours and the forth one's been great. All of the replacments have been refirbs but have looked as good as new with the one being bad out of the box.
I agree with bengalih just get another one if it's bad you'll know right away if not it should be perfectly fine.
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well now we know why AT&T sometimes has such a sweet deal on refurb tilts LOL

Ok you said the second phone couldnt sync to pc. If you search through this forum I guarantee there is a fix for that.

Switch providers and tell them that you are making the switch because of the level of service (with details) that you have to date.

deathpulse said:
Switch providers and tell them that you are making the switch because of the level of service (with details) that you have to date.
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HAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHAHA
Wow Sorry I'm not laughing at you, I'm laughing at the insinuation that they would actually care. The sad fact is T-Mobile Is worse in service availability. And Sprint? I wouldn't wish that on my enemy.
Here is a link: http://www.mobileburn.com/news.jsp?Id=4607

No BS this will work !!
I got a brand new custom built HP laptop ( to replace my custom built 2yr old laptop w/ 3yr accidental damage protection) because I followed the same advice I am going to give you. Similar situation with my laptop...sent it back twice, never fixed it right, 14 phone calls, over 450 minutes with customer support and such..won't bore ya with the details
Here's what I did...
Got all my phone records to them together
Had all the invoices etc together
Called and told them I had been "advised" that I had to give them one more chance to make it "right" ! Implying I had legal advise....Then I told them I was going to take them to small claims court..Period !
YES I was going to take them to court cause statistically they always settle!
If not I had my records and was in the right !!! Like you seem to be
Be stern, firm and assertive, not angry or yelling. I basically told them what will happen if they did not make it right...they folded like a cheap lawn chair and I got a brand new custom built $2000 laptop plus a full 3yr accidental damage warranty!
I still get a rush thinking about it !!!

I understand what you mean, but I am completely unprepared to take them to court over such a minor issue. Im going to expend all of my other options first, I still have to go back to the store and argue there that it is there fault because they did not support there 30-day return policy in the first place. The man let me walk out of the store with a broken phone. I should have handeled it then but I didnt realize I would be dialing in and getting more refurbs.
Also, my third refurb arrived today, the device functions completely as intended. The problem now is that the keyboard on this new device does not seem very responsive, or at least, not nearly as responsive as the keyboard on my first device (which I still have). I am upset with this as my other Tilt is in premium condition, not a single scratch. I think I am going to return this one as well.

not good
hey I work for the company and
1. they kinda HAVE to exchange your phone in store if you got it over the phone, over att.com or at a corporate store. if you are within 30 days the rep should do the exchange, the rep u got was an A*&*LE. some act like the store stock and shipping cost come from their pocket.
2. if you get an idiot customer svc rep just hangup and call back , sometime u have to bend the truth. say u have a phone that drops calls ( they are afraid of this) and u tried ur friend's SIM card and still does not work correctly.
3. sorry you did not come to my store.(NY)
4. almost impossible to get a new phone through warranty or insurance.
5. if ya'll have any Q's bout stuff PM me.
out...

This is exactly why sometimes the "best deal" is not a good deal...
I only buy my phones from the bigger retailers, Best Buy & the company directly....
Mom & Pop shops, and online retailers:
- Cheaper up front, can usually get you the best deal if you read the fine print and agree
- Usually require a 2nd contract stating you will not change you plan (or features) within 6 months to 1 year or they charge you a penalty (usually $200 for removing OR changing the kind of data service from a phone like the tilt-- ex.: change from Unlimited data $30/month to Unlimited data & Text for $50/month, you broke the contract, they will charge you $200)
- Do not have to accept returns. Returns are done by companies as a 'favor' -- they are not required by US law (for most stores/products, some exceptions)
Big retailers or the Service Provider directly:
- Always have a return policy
- Almost never require a 2nd contract agreeing to keep features
- Usually $25 more for basic phones, up to $100 more for smartphones (they do not require Data, which most M&P/Internet sites give you $75-$100 off for getting and keeping for 6 months)
Other nice advantage of Big Retailers: If customer service at one place gives you no help and you're within reason to return it... go a few miles to another location and try again.... (again, if you're trying to return something 45 days later, you'll probably get no help where ever you go)

This wasnt a 'Mom and Pop' Shop, it was an official retailer. I was going to get the phone at a smaller AT&T but they said I would have to go to an official store that carried there high-end products. When I bought the phone the person I bought it from, I believe I have his buisiness card, but I will check later, allowed me to open the box in the store. He then told me if I wasn't satisfied I had 30 days for a return or replacement. I came back, 29 days later and they said that I had to call there warranty department because the device was not broken, and there fore he could not replace it. Essentially, they lied to me.

If it's not an AT&T corporate store, it's a Mom & Pop shop...
If they say "Authorized Retailer" they are not directly AT&T, they are reselling AT&T services and do not have to follow AT&T Corporate return policies...
Most of these locations are owned by individuals, or groups of individuals, as a business venture...
Keep in mind, anywhere from 50 to 85% of Wireless stores are NOT corporately owned by their service provider, and all of them (except T-Mobile) are allowed to put giant signs on the front of the building saying "AT&T" "Verizon" or "Sprint"... Sprint requires "Authorized Dealer" added to the logo, T-Mobile requires you to name your store something, and if you use T-Mobile logo it can be no more then 25% of the total sign space. AT&T I don't know the exact policy on their signage, but should require "Authorized Reseller" in the sign...
Of course, people can ignore these requirements, One of my old bosses did.. Hence why he's an old boss..

Quick Tip:
If they don't offer the IPhone they are not corporately owned...
At least in the DC metro area, every corporately owned AT&T store has a live active IPhone on display for customers to try

fizzie said:
I got a brand new custom built HP laptop ( to replace my custom built 2yr old laptop w/ 3yr accidental damage protection) because I followed the same advice I am going to give you. Similar situation with my laptop...sent it back twice, never fixed it right, 14 phone calls, over 450 minutes with customer support and such..won't bore ya with the details
Here's what I did...
Got all my phone records to them together
Had all the invoices etc together
Called and told them I had been "advised" that I had to give them one more chance to make it "right" ! Implying I had legal advise....Then I told them I was going to take them to small claims court..Period !
YES I was going to take them to court cause statistically they always settle!
If not I had my records and was in the right !!! Like you seem to be
Be stern, firm and assertive, not angry or yelling. I basically told them what will happen if they did not make it right...they folded like a cheap lawn chair and I got a brand new custom built $2000 laptop plus a full 3yr accidental damage warranty!
I still get a rush thinking about it !!!
Click to expand...
Click to collapse
I worked for Acer Computers and they *****ed out with customers every single time something like this happened. This is sound advise

New Nook nicer screen!

I returned my Nook and got a new one and was amazed at how much better the screen is. Mine had a slight bleed at the bottom I wasn't sure if that was all of them or not.
Anyways aside from the bleed gone, the screen is much more vibrant and clear. Just an fyi if anyone has a weird screen don't settle!

Cool, mine has a dead pixel that appeared only 2 days after I purchased it - I've been debating whether or not it's worth the time to reflash back to stock, etc... etc... and exchange it. I think I will.

My first nook had white splotches on the screen. I took it back to the store and the guy wouldn't exchange it. As soon as I told him I wanted my money back he changed his mind and gave me another one. He was a ****.
Then, after a week, the nook started creaking and squeaking all around the bezel. I called to get it exchanged. They said I had to go into the store. I went into the store. They said I had to do it online or on the phone. I called on the phone and argued with some lady for 30 minutes after which she told me that if I sent my current nook back and they didn't think anything was wrong with it, they'd charge me $250. I hung up and called right back and got a woman who was ok and told me the other lady was an idiot. Thanks guys.
I received my third nook in the mail. The A/C charger jack was broken. I couldn't put the jack in. So i called to get this replaced and argued with some guys in India for an hour and finally got a replacement.
I'm on my 4th nook. Barnes and Noble sucks and I will never buy another electronic device from them again.

Yeah I was not impressed with their phone support either. All these companies not only outsourcing to India but only allowing the support person to use scripted conversation is even worse.
I called to deregister a device since I forgot to deregister before returning a NC and the lady was an idiot reading from a script she didn't even understand.
Roku is another horrible company for India scripted phone support.
Unfortunaley India gets beat up a lot by Americans for this when it might not be so bad if the scripts were taken away and they just hired smarter people.

I got mine at best buy, and getting it replaced for the phantom ghost tap issue was easy as pie. The new one works great. The girl at the counter was kinda cute too, so it was like win-win!

indagroove said:
I got mine at best buy, and getting it replaced for the phantom ghost tap issue was easy as pie. The new one works great. The girl at the counter was kinda cute too, so it was like win-win!
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Click to collapse
is the return policy at best buy 14 days too?

wpbear said:
Yeah I was not impressed with their phone support either. All these companies not only outsourcing to India but only allowing the support person to use scripted conversation is even worse.
I called to deregister a device since I forgot to deregister before returning a NC and the lady was an idiot reading from a script she didn't even understand.
Roku is another horrible company for India scripted phone support.
Unfortunaley India gets beat up a lot by Americans for this when it might not be so bad if the scripts were taken away and they just hired smarter people.
Click to expand...
Click to collapse
When I called BN phone support, they were not in India.

t3rabyte said:
tldr..
I'm on my 4th nook. Barnes and Noble sucks and I will never buy another electronic device from them again.
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My wife and I both got a NC, same store, about a month apart. Both of ours work perfectly.
Don't assume because you had 2 problematic NC's doesn't mean everyone has, or that overall quality is bad. (Yes, I said 2.)

The only issue with my screen is some binding/pinching where the bezel meets the LCD which causes slight bright spots at the bottom edge. I've seen this same issue with lower quality LCD monitors. Otherwise pleased with screen quality. Having worked in electronics manufacturing, I came to learn how variable quality control can be with some manufacturers.

Best Buy has one month reuturns but after that your screwed unless u buy insurance. my 1st NC ate an 8 gig microUSB and started bleeding by the vol. B&N took sent another straight away with postage paid for the return. NO PROB and they do have a vibrant screen from all angles.
a case would keep your nook safe from most screen probs, and be shure to line up your mcards.

EverythingNook said:
is the return policy at best buy 14 days too?
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Technically yes, but they will help with warrenty issues after that date to some degree as well.
n8nmad said:
Best Buy has one month reuturns but after that your screwed unless u buy insurance.
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I did buy the insurance, but didn't have to use it even though it was something like 45 days or more after I bought it. I brought it in planning to use the insurance (which is a one time shot apparently), but she told me they could just do it as a warranty exchange since it was so new. I'm not really sure how long they extend it for, but I was happy.

khaytsus said:
tldr...
Don't assume because you had 2 problematic NC's doesn't mean everyone has, or that overall quality is bad. (Yes, I said 2.)
Click to expand...
Click to collapse
Wow, yeah, my post was just soooo long.
If you read it, it said I had three bad nooks (Yes, I said 3). I never said everyone has bad ones. I said I won't buy from them again because their support sucks and their products are defective.
Maybe next time you comment on a post, read it first.

My first NC was defective. It had a bad accelerometer and/or a bad power button. Essentially, if you set it down occasionally it would act as if you pressed and held the power button and then tapped OK to shut down the tablet.
Here's a vid I took of it to convince the BN store staff I wasn't going nuts:
YOUTUBE DOT COM/watch?v=Zfit4oG4WaA
I'd bought the extended warranty but this happened within the first week of ownership. I talked to the manager of the store where I bought it and she swapped it for a new one and applied the warranty to NC #2. I'd heard the phone support was horrible, so made it a point to buy it locally. I'm glad I did.
I'm loving my new one. I'm going to Hawaii in a week and, for the first time in my life, will be travelling without a laptop. All I'm taking is my NC and a BT keyboard for it.

Are you sure you had a problem? Because khaytsus bought one for himself and his wife and didn't have any issues LOL
Wow, good thing the store owner was helpful. The guy on staff at my local BN refused to do anything and said all returns or exchanges definitely needed to go through the website.
I'm still not happy with my current Nook. The panel below the "N" button is depressed on both sides. But I'm sticking with it for now.

Backlight bleeding is pretty much the norm for any LCD screen. I've seen it on desktop monitors, TVs, laptops, tablets...etc. It will exist on even on the top of the line models and "best" brands.
If you just have only some slight backlight bleeding, I would discourage you from trying to exchange it. You're likely to get something worse like dead pixels.

I spent half an hour one the support line a second ago because my USB cable fried. The lady tried to have me enter my credit card number for some reason so I could buy "NOOKBooks". I argued with her for about 5 minutes and then she told me all I need to enter is my shipping address. She said that they would mail the replacement cable free of charge in 24 to 48 hours.
I didn't spend anytime on hold even though the automated message said that they are flooded with tech support calls.

wpbear said:
it might not be so bad if the scripts were taken away and they just hired smarter people.
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Click to collapse
Smarter people ask for a lot of money (if they are paying more money then whats the point of outsourcing) even in India only those who can't really find another job for themselves take up job's in call center's.

well I just returned my nook with a transformer incoming... i sure hope it has as good of a screen or ill prob end up another nook. lol

Handtec Returns? - magnetic charging "module" pulled out of phone

Hi all,
I imported a Z3 Compact from Handtec and received around 10/3 or so - so about 3 weeks ago. I noticed over the weekend that the magnetic charger wasn't charging my phone, and then after looking at it and playing with it a little bit, the magnetic charger was lifting a the charging section "module" out of the phone... and then it came out entirely. Looks like it's just glued in. I looked around and it looks like this is a semi-rare issue (as I had to look on z2 forums etc) and so probably a manufacturing thing. I contacted Handtec and they accepted a return, but with return type "repair". At this point I'd rather get a refund and order from Sony USA if I still intend to keep this phone. I saw the one page on returns on their website and it's pretty vague and mentions 14 days, but then after some googling I came across their terms and conditions that state that i have 30 days to return for a refund - can anyone with experience here confirm what's real here? I want to push the issue if I'm within my rights.
Thanks.
edit: i think i'm wrong - it looks like it's just 14 days. i guess i'll post a response if anything else changes here.

mohlsen8 said:
Hi all,
I imported a Z3 Compact from Handtec and received around 10/3 or so - so about 3 weeks ago. I noticed over the weekend that the magnetic charger wasn't charging my phone, and then after looking at it and playing with it a little bit, the magnetic charger was lifting a the charging section "module" out of the phone... and then it came out entirely. Looks like it's just glued in. I looked around and it looks like this is a semi-rare issue (as I had to look on z2 forums etc) and so probably a manufacturing thing. I contacted Handtec and they accepted a return, but with return type "repair". At this point I'd rather get a refund and order from Sony USA if I still intend to keep this phone. I saw the one page on returns on their website and it's pretty vague and mentions 14 days, but then after some googling I came across their terms and conditions that state that i have 30 days to return for a refund - can anyone with experience here confirm what's real here? I want to push the issue if I"m within my rights.
Thanks.
edit: i think i'm wrong - it looks like it's just 14 days. i guess i'll post a response if anything else changes here.
Click to expand...
Click to collapse
Sucks and is weird. Keep us posted. Contact Sony U.S. too and see if they will help....
Sent from my D5803

phositadc said:
Sucks and is weird. Keep us posted. Contact Sony U.S. too and see if they will help....
Sent from my D5803
Click to expand...
Click to collapse
I'm glad you mentioned trying Sony USA. Based on what I read, I thought they were just telling people who imported to go take a hike, so I wasn't even going to go there, but I just got off the phone with them and they gave me no issue whatsoever giving me an RMA. 14 business day turnaround time.. average time.. but whatever. It's better all around than dealing with shipping back to Handtec and having them ship to Sony.

mohlsen8 said:
I'm glad you mentioned trying Sony USA. Based on what I read, I thought they were just telling people who imported to go take a hike, so I wasn't even going to go there, but I just got off the phone with them and they gave me no issue whatsoever giving me an RMA. 14 business day turnaround time.. average time.. but whatever. It's better all around than dealing with shipping back to Handtec and having them ship to Sony.
Click to expand...
Click to collapse
Awesome good to know. I've seen 3 reports (including you) if people trying to get support from Sony U.S.A., and now 2 were successful.
Sent from my D5803

phositadc said:
Awesome good to know. I've seen 3 reports (including you) if people trying to get support from Sony U.S.A., and now 2 were successful.
Sent from my D5803
Click to expand...
Click to collapse
I never received my RMA info from Sony so I had to go into another chat with a rep. This one was a little more interested in location information. Sounds like everything is ok still but he added the below. Got the RMA email while on the phone with him.
"
Me: Ok. Then everything is set and I just follow those instructions? I think I just received the email
Agent: Yes, that is correct sir, don't you worry, but I need to clarify that since your phone is from UK, the service center does not have a time frame to return it back from repair becuase they could be requesting parts to the original market that the phone was made for
Me: Ok. Would it be much longer than a usual time frame?
Agent: Yes, that is correct, the regular time frame would be 14 business days but in this case it will be longer than that, we cannot specify how long
"

in case anyone cares, sony received phone on 10/30, logged it 10/31 (this is their "received" date), and shipped it back out to me on 11/04. looks pretty good now, so we'll see. there was zero communication throughout this. it would've been nice to know they received the phone, and also that they shipped it back - it sat with UPS for 2 extra days because they couldn't deliver and i didn't see the door tag. so i'd recommend anyone in my situation to follow-up with them frequently.

mohlsen8 said:
in case anyone cares, sony received phone on 10/30, logged it 10/31 (this is their "received" date), and shipped it back out to me on 11/04. looks pretty good now, so we'll see. there was zero communication throughout this. it would've been nice to know they received the phone, and also that they shipped it back - it sat with UPS for 2 extra days because they couldn't deliver and i didn't see the door tag. so i'd recommend anyone in my situation to follow-up with them frequently.
Click to expand...
Click to collapse
And the waiting continues. I sent it in with a SIM tray, and it was returned without one, making it unusable as a phone. Had to contact them, setup another RMA, was given another 14 business day turnaround time, all for them to send me the little black piece of plastic they removed when I sent my phone to them. This is all unbelievable. I've owned the phone for all of 4-5 weeks.

Either use Twitter or carpet bomb them via email
Sent from my D5803 using XDA Free mobile app

mohlsen8 said:
And the waiting continues. I sent it in with a SIM tray, and it was returned without one, making it unusable as a phone. Had to contact them, setup another RMA, was given another 14 business day turnaround time, all for them to send me the little black piece of plastic they removed when I sent my phone to them. This is all unbelievable. I've owned the phone for all of 4-5 weeks.
Click to expand...
Click to collapse
still ongoing. they stopped responding to my emails for the last 3 or 4 days. finally i got into a chat with them and really gave them an earful about how this should've been a simple, quick thing. the guy followed up with me after the chat and let me know that he received a tracking number that shows it was delivered already the night before. again, no communication there.
then i get the package, open it up and it's a Micro SIM tray.... not Nano SIM. you think they would know this. now I'm back to waiting for them to respond to me. this is a f*cking sh*tshow at this point.

mohlsen8 said:
still ongoing. they stopped responding to my emails for the last 3 or 4 days. finally i got into a chat with them and really gave them an earful about how this should've been a simple, quick thing. the guy followed up with me after the chat and let me know that he received a tracking number that shows it was delivered already the night before. again, no communication there.
then i get the package, open it up and it's a Micro SIM tray.... not Nano SIM. you think they would know this. now I'm back to waiting for them to respond to me. this is a f*cking sh*tshow at this point.
Click to expand...
Click to collapse
Oh my god, are you ****ing kidding?
Sent from my D5803 using XDA Free mobile app

tudork said:
Oh my god, are you ****ing kidding?
Sent from my D5803 using XDA Free mobile app
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Click to collapse
Nope. Figured I'd check in and update this again. It's been 43 days since I sent my phone in. About 30-35 days of looking at it as a paperweight on my desk. I spent a few weeks emailing and calling a few times a day. I was promised that a manager would call me back multiple times, but no one ever did. One day in the last week of November, I called at 9am, was promised a manager would call me back. No one did. Called at 2pm, the person on the phone set up a time for a manger to call me back - at 3. No one called. Called back at 4pm, and had someone say they were personally taking ownership of my case and convince me that they were going to do everything they could to help me, even gave me their name. Not like it helped when I emailed or called after that. I've been tweeting to Sony Support and Sony Xperia and they took my info but that was it really. Late last week a guy named Josh from Consumer Relations called me and said he was following up on a phone survey I took after one of my calls.. basically where I trashed Sony and their customer service and begged someone to call me. He told me he was having a SIM Tray overnighted to me. And he did... and actually, there were two UPS packages sent again (first time there were two of the same sent as well for some weird reason). Awesome... until I opened the packages and found Micro SIM Trays again. Even explaining this to him and how I needed Nano didn't get me anywhere. I don't have a direct number to this guy, the only number connects to a voicemail system where you leave a message, but anyway I called from the UPS parking lot and left a message and haven't heard from him yet. That was yesterday morning. I've received 4 Micro SIM Trays and have been blown off and ignored for going on 2 months soon. Now I guess I'm doing what I should've done a month ago - buy from China on Ebay.
F*ck you Sony. You f*cking suck, hard. And lost a customer. I hope my post helps someone else not deal with this complete bullsh*t. It gets tossed around a lot, but seriously, this is by far the worst customer service I've ever experienced. By far.

mohlsen8 said:
F*ck you Sony. You f*cking suck, hard. And lost a customer. I hope my post helps someone else not deal with this complete bullsh*t. It gets tossed around a lot, but seriously, this is by far the worst customer service I've ever experienced. By far.
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You should post your experience with Sony to their facebook pages.

Peeveli said:
You should post your experience with Sony to their facebook pages.
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Maybe, as yet another last ditch effort. They don't allow wall posts to be public, so who knows if they read them at all.
Edit: Yes, they are public. Nice. G+ is a nice public place too.

does anyone know of any sony email addresses i could use? i looked around, but they do as good a job hiding that stuff as they have for customer service for me. i sent a detailed account of my experience to [email protected] as well as posting on Sony Xperia's facebook page. i wish i had more email addresses to bombard.

Just keep it up, you will soon be able to open up a store selling micro sim trays. This is freaking unbelievable.
Sent from my D5803 using XDA Free mobile app

Wow, I am actually having the EXACT same problem.
Also preordered from Handtec, and was using a Magector adaptor from Amazon, and noticed that it stopped working some nights and that it was coming out.
I am so happy that Sony USA helped you, I was worried I was out of luck unless I was willing to send it back to the UK.
Gonna call them today and see if I can get mine fixed too!
Do you know if they sent you a different phone back or the same one?
Edit: Didn't see all the problems you were having with the sim car tray though.
Going to keep it when I send it back...

Alex2x3 said:
Wow, I am actually having the EXACT same problem.
Also preordered from Handtec, and was using a Magector adaptor from Amazon, and noticed that it stopped working some nights and that it was coming out.
I am so happy that Sony USA helped you, I was worried I was out of luck unless I was willing to send it back to the UK.
Gonna call them today and see if I can get mine fixed too!
Do you know if they sent you a different phone back or the same one?
Edit: Didn't see all the problems you were having with the sim car tray though.
Going to keep it when I send it back...
Click to expand...
Click to collapse
Yeah I had the same problem - the magnector adapter on amazon pulled the charging port out of my phone after 3 weeks of use. Definitely keep your SIM Tray!
My issue is actually resolved now as of today, 45 days into this mess. The Consumer Relations guy Josh eventually called me back around 3:30pm yesterday and said he was out of the office until then, and that he was going to call the service center because it seemed like they had a part number wrong - he was looking it up while on the phone with me and they had the part listed for all of the z models. Who knows if that's real because when he called back with the tracking number for a new overnight delivery, I could see the info had been sent to Fedex at 11:49am. So who knows. Especially because yesterday morning I typed up a huge detailed account of every interaction I've had with Sony since October and posted it on Facebook, G+, their consumer relations site, and the one email I found.
Anyway, I got the correct SIM tray this morning, so I'm just glad this is finally resolved. If it weren't for the SIM tray sh*tshow, I would've said this was great customer service. Phone was back in my hands in like a week and a half. And even after that, they sent me that first Micro SIM tray in like 4 or 5 days. But after that they were completely incompetent. F*ck you Sony.
To answer your questions, yes I got the same phone back. I had a tempered glass screen protector on it and it came back with it... but looks like it got some pretty hard pressure on the one corner because it's noticeably... different. Hard to describe. Like oily, if you press down hard on it you can see the impression.. it has a permanent impression across the triangular corner. Also I took a picture of the About Phone screen/IMEI before sending in to confirm.
In case you or someone else who is reading this could use it, here's all the other means of contacts I found:
[email protected]
-It doesn't look like they respond (or even check? I don't know). A lot of others saying the same thing, even though they're directed to email them at the forum site below.
http://community.sony.com/t5/Customer-Relations/bd-p/customer-relations
-This looks kind of helpful.. they at least have mods who seem to be responding and putting people in touch with people who can help them. Also great for a fun read on just how god awful their customer service really is.
Sony Xperia Customer Relations (866) 737-3366
-This dumps you into a generic voicemail. My guy's name was Josh, so I'd just say this message is for him, etc. This was how I was finally able to get this resolved.

mohlsen8 said:
Y
Anyway, I got the correct SIM tray this morning, so I'm just glad this is finally resolved. If it weren't for the SIM tray sh*tshow, I would've said this was great customer service. Phone was back in my hands in like a week and a half. And even after that, they sent me that first Micro SIM tray in like 4 or 5 days. But after that they were completely incompetent. F*ck you Sony.
To answer your questions, yes I got the same phone back. I had a tempered glass screen protector on it and it came back with it... but looks like it got some pretty hard pressure on the one corner because it's noticeably... different. Hard to describe. Like oily, if you press down hard on it you can see the impression.. it has a permanent impression across the triangular corner. Also I took a picture of the About Phone screen/IMEI before sending in to confirm.
.
Click to expand...
Click to collapse
God damn, really seems like their customer service is ****ed.
Kinda scaring me from even dealing with them...
Do you think our magnetic ports were defective, as in are you going to keep using the magnetic charger?
I love the feature but don't want to **** up my port every month...
Did you call that number and leave a voice mail from the start, or should I start with their customer service number first?

Alex2x3 said:
God damn, really seems like their customer service is ****ed.
Kinda scaring me from even dealing with them...
Do you think our magnetic ports were defective, as in are you going to keep using the magnetic charger?
I love the feature but don't want to **** up my port every month...
Did you call that number and leave a voice mail from the start, or should I start with their customer service number first?
Click to expand...
Click to collapse
i'd probably go through official channels first. they seemed helpful enough when the problem was easy for them to tackle. not sure the people at the number would appreciate a cold call right away either. but hey, F 'em after my experience. that's why i posted it. most everyone I talked to at normal customer service was always nice. they just either lie, have too much on their plate, or both. josh at that number was nice and seemed to be pretty genuine and interested in getting my issue resolved.
i'm going to keep using the magnetic charger. i dunno, this is part of the reason i got the phone. i would've preferred qi, but this is a runner-up for me. no way am i taking off the port covers every day, they'll never last doing that. at least i don't think, never had a phone like this before.
but something to probably keep in mind is that the phone wasn't designed to be use with these third party chargers (so leave that out if sony asks, hah). the only magnetic charging things sony makes are the docks, i believe. there's no pulling and twisting with the magnets that i know i was doing before this happened. heck, i was using my phone here and there while it was charging.. moving it around like that had to put some pressure on it. i just never thought the thing would pop out like it did. i'm going to at least be more careful to not bother it while it's attached now.
good luck & god speed.

same issue
MagNector X2

Warning for New comers...!

hi. i have had my eyes on this tab S 8.4 LTE since it was announced. i have been saving a lot so as to get this tablet.
the day i got all the money for this tablet saved, i went to the Samsung store and bought the device right. hell, i even paid extra for the Bronze color one.
i felt blessed and happy. after like half an hour of using the tablet, i found the stutter and lag to be all over the UI. it was not deal breaker but definitely was Heart breaker. for a premium one of a kind, Samsung Flagship tablet, i didnt expect that. i have owned Note 3 and both have EXACTLY the same hardware other than the screen.
but i got over that and accepted that as part of deal from samsung cause after all it had Touchwiz. i personally love touchwiz. i really do.
after like a week of usage, i started to feel like the battery on this tab is giving up on me. i tried every thing there was to try. i rooted it, removed the bloatware, installed greenify, swapped roms, minimized brightness and all i was advised by good folks here on this very good community of xda.
then i was told that many people here found the solution by re-sitting the battery connector on the mother board. and i tried that. i removed the back cover, with all the pain and cringing, and REALLY found the plug to be very loose. looked like some child had it just PLACED it on its place. it was not even all the way down. i did that, and boom, i got the battery back to normal, i un-noticed all the scars and scratches there were because of removing the back cover.
after like 4 or 5 days same **** started happening. battery would fail after like 3 hours of screen time and that also doing nothing just plain UI browsing, because my tab was in the period of showing it to friends and relatives. u know the usual stuff. people asking u to let them see your new tab. every body praised and loved the SUPER AMOLED!
after like some time, it literally gave up on me. it would not boot, it would power on. it would charge and that also very weirdly, when i plug it it sometimes said, 50% battery, then at the next second i remove the charger and re-connect it and it would show, 89% battery. the next second i would remove and re-connect the charger and it would say 4% battery.
i could not do anything. so i went to samsung OFFICIALL sales & repair centre and I LITERALLY MADE THAT STUPID ***** WRITE DOWN ON THE JOB SHEET TO NOT LOSE THE IR BLASTER COVER THINGY. they gave me 15 days of time for to repair it and asked for Rs 5000 which is equivalent to US $ 55 approx. i was like, ok if u fix it all well i can pay that. and FYI, the TABLET WAS IN FREAKING WARRANTY! IT WAS ONLY 20 DAYS OLD!
you get where im going? well i called them 15th day and they didnt pick my phone. i tried for next 2 days and they didnt pick any call. i went to their office and asked them what happened of the tablet. they said sorry we could not fix it and we were told this by our ENGINEERS the second day. i was like why didnt u tell me that before why make me wait 15 days and they said our phone was dead... MOTHER****ERS!
i asked them to return my tablet, they charged me Rs 1000 approx US $10 BEFORE returning me the tablet.
when they returned me the tablet, it had that IR blaster cover lost. i was so angry i cant explain. i could not do anything against them i went there 3 times and waited for like 30 min each time JUST TO SEE THE MANAGER AND HE NEVER MET... i wish they all die in deepest pits of hell for eternity. amin.
anyways, firstly i didnt trust the local small repair shops but i had no choice i gave the tab to one of shops and he repaird it for me in like 1 day. i was really happy. but he charged me Rs 3000 about US $30.
i started using the tab and it was fine. i got the normal 6-7 hours of screen on time. and btw, he didnt replace any thing including the batter.
since this saturday, the same **** started happening AGAIN. i went to the same shop and gave him the tablet to repair. just today he called me and told me the expense for this time repair would be Rs 5500 approx US $55.
NOW, this is my experience with samsung's greatest tablet ever. i have learnt my lesson the hard way i guess. Spending US $40 or $60 might not be a big deal for some of you Europeans or Americans out there but im from Pakistan. im a student. i dont get money very often to repair my ****. and that also a mere 28 days old BRAND NEW OUT OF THE ****ING BOX TABLET.
i know, i might get hate here as well, cause not many these days, understand others problems.
but i would advise you all new comers NOT TO GET THIS TABLET EVEN IF U ARE GETTING IT VIA SALE. i paid the full price and even more cause of import fees and taxes.
and btw, its not just me, there are many people who didnt get the battery life they were told they would get.
you have been warned.

Why didn't you get a replacement by warranty? Didn't get that.

pibach said:
Why didn't you get a replacement by warranty? Didn't get that.
Click to expand...
Click to collapse
HAHA... replacement? there is no such thing as replacement here mate! they only talk to the customers until they pay them and thats it. after that they dont have any time for you. as i have already said, they were not even ready to return me my device which they had ****ed up by losing the IR blaster cover. they said first i need to pay then they will return my tab. its been one of the ****ed up experiences of my life.
and to top things off, no one is there to complain. no executives, no senior person, no managers NOTHING! only sales girls with fake smiles and little cleavages. u see, women here, especially women who work in such sales department, like all over the world are used very wrongly. and in our country you can not even look at a woman with anger, let alone talk to them about the **** they did wrong to my tablet.
its very very saddening situation here man, very very saddening! people who have resources get everything and students like myself or people who have not much relations are the victims. i know if i were in any other country i could have sued their asses off. but here NO.
and its the device its self thats the problem. u see if samsung cuts its product lines even 25%, and works more on QC and software, things like thing would never happen.
all the hype around S6 and i bet you, it will all be the same. I bet you it will still lag, it will have almost the same issues as previous phones. yes there will be changes, but merely cosmetic!

Reality bites
pibach said:
Why didn't you get a replacement by warranty? Didn't get that.
Click to expand...
Click to collapse
Unfortunately, most of the stores in some countries are only third party/franchisee, so they don't offer the same wonderful customer service you may be accustomed to. They don't readily provide brand new unit replacements, heck, we usually even have to fight for parts replacement and settle at that (better than nothing, I guess).
From where I'm from, we're usually told, "we will have to have our technician take a look at it. Please come back after 5-7 business days." When we come back, they tell us that they were unable to elicit the problem, and if we want, they can have it sent to their main branch (in a different city) to take a look at it. Of course, they still end up telling you that there's nothing wrong with it and charge you anyway.
---------- Post added at 02:31 PM ---------- Previous post was at 02:24 PM ----------
Thank you for this post. I actually considered getting the Tab S2 when it comes out. Your post reminded me of my past experience with a Galaxy Tab 8.9 and an S3 (tablet had a defective motherboard and I could only get the parts replaced, no new unit) and my Galaxy S3 wouldn't connect to a WiFi network unless I literally stood right next to the router (this one I actually did manage to get a replacement unit, but the trouble I had to go through..ugh).
Anyway, I'm so sorry for the trouble you had to go through.

Sorry but just because you had an bad experience it doesn't mean that others should be scared off. I bought my tab 's 8.4 on sale and I use it at least 4-5 hours per day without any lag at all and with around 35% battery left every day. I think you could just have said that you had a bad experience instead of telling everybody in bolded text that they shouldn't get it.
Except I have WiFi version. So if this is a common problem on the late version then I have nothing to say.

Pills_e said:
Sorry but just because you had an bad experience it doesn't mean that others should be scared off. I bought my tab 's 8.4 on sale and I use it at least 4-5 hours per day without any lag at all and with around 35% battery left every day. I think you could just have said that you had a bad experience instead of telling everybody in bolded text that they shouldn't get it.
Except I have WiFi version. So if this is a common problem on the late version then I have nothing to say.
Click to expand...
Click to collapse
I agree - I have the 10.5 and yes it suffers from slight lag but theres ways around that (Nova/debloating etc).
My note 4 is the boss and not issues at all now i'm on 5.0.1. You can't really slat a manufacturer entirely if the country you reside in doesn't have the support required - you took that risk on.
As for the technical problems you are having, I guess taking apart a device that was under a month old kind of invalidates any warranty - if you didn't have one I suspect all you've done is cause problems for the engineers. Did you contact the sellers/retailer? Have you contacted samsung to see who they'd recommend/are there others that may be able to sort it out?
However if you cannot get Samsung repair service in your area, why didn't you consider a make that can be supported locally?
I imported a gear VR from the US to UK and if it went wrong I'd wholly expect Samsung not to honour the warranty....sometimes we take risks and it doesn't work out!

Well no doubt you had a nightmare experience and sorry that you didn't have my experience. For me I couldn't be happier and have zero regrets with my purchase. Other then the lag problem which was fixed by debloating and switching to nova launcher I really really really love my tab s and so glad I didn't get the iPad mini like I was planning.
Now I eagerly await the lollipop update.

Sucks that you can't get proper service. Sorry to hear that but a lot of us can get proper service so I don't think its right for you to tell people to stay away. If someone gets unlucky here where I am they can easily return it and get a new one. For me I was first disappointed by the battery life but have quickly realized maybe I was spoiled by the 10+ hours my ipad 3 got. I don't experience any lag and have mostly good things to say about the device. I do wish the battery would go a bit longer. My only complaint comes with the power button. After only a few weeks its not looking good. Its going to go at some point. It already looks like its pushed in.

I have a 10 as well, and I have had zero issues with it. I have read some other complaint threads, but I haven't had any issues at all with mine. Sucks to hear others have issues, but this is the finest tablet I have ever owned.

bonerp said:
I agree - I have the 10.5 and yes it suffers from slight lag but theres ways around that (Nova/debloating etc).
My note 4 is the boss and not issues at all now i'm on 5.0.1. You can't really slat a manufacturer entirely if the country you reside in doesn't have the support required - you took that risk on.
As for the technical problems you are having, I guess taking apart a device that was under a month old kind of invalidates any warranty - if you didn't have one I suspect all you've done is cause problems for the engineers. Did you contact the sellers/retailer? Have you contacted samsung to see who they'd recommend/are there others that may be able to sort it out?
However if you cannot get Samsung repair service in your area, why didn't you consider a make that can be supported locally?
I imported a gear VR from the US to UK and if it went wrong I'd wholly expect Samsung not to honour the warranty....sometimes we take risks and it doesn't work out!
Click to expand...
Click to collapse
Pills_e said:
Sorry but just because you had an bad experience it doesn't mean that others should be scared off. I bought my tab 's 8.4 on sale and I use it at least 4-5 hours per day without any lag at all and with around 35% battery left every day. I think you could just have said that you had a bad experience instead of telling everybody in bolded text that they shouldn't get it.
Except I have WiFi version. So if this is a common problem on the late version then I have nothing to say.
Click to expand...
Click to collapse
both of you are very right at your position. i might have also said the same things if i saw some thread like this and i had no trouble with my tablet.
but the thing is, samsung has Proper sales and service business here in my country. u would not even believe that some of the products are not even launched in some big countries but they are made available here. Note 4 was launched here 2 days before its international launch! same case with some other big tabs and smartphones.
removing the back cover does not void ANY kind of warranty. i snapped it back and no body could tell if i ever removed it. i dont have the tab with me, but when i will i will try to show you guys what the OFFICIAL samsung ENGINEERS did to it. i opened the back with a debit card and nails and they have proper equipment, i guess, but they ruined it for me. and how come they lose some part of the tab when i CLEARLY TOLD THEM & EVEN ROTE IT TO THEM NOT TO LOSE IT because its too small thing to lose.
any how, all of you guys who have no trouble with your tabs, great for you. i feel good for you. i would have called it my bad luck if it was my first experience with samsung device. i have had sasmsung devices for a very long time including even some of the house hold electronics. mobile division of samsung sucks balls in terms of QC.i remember having S2 having dead speaker after 2 months, S3 having strange glue marks on the AMOLED screen, S4 having heat up issues and now this.
@ Pills_e and i didn't write text in bold or what ever to seek attention. why didnt you write such a thread? because you didnt have a problem right? i just tried to warn people. i have said it already and would say it again, im a student. i dont have a full time job. its Very hard for me to spend US $40 or $60 after 10 days just like that on repairing a gadget that is not even available to me. it might be easy for you, but not for all.
i just advised based on my experience and its just sincere brotherly advise to all new comers. people will get what they like, no matter what. i just poured in my experience. thats it.

aami.aami said:
hi. i have had my eyes on this tab S 8.4 LTE since it was announced. i have been saving a lot so as to get this tablet.
the day i got all the money for this tablet saved, i went to the Samsung store and bought the device right. hell, i even paid extra for the Bronze color one.
i felt blessed and happy. after like half an hour of using the tablet, i found the stutter and lag to be all over the UI. it was not deal breaker but definitely was Heart breaker. for a premium one of a kind, Samsung Flagship tablet, i didnt expect that. i have owned Note 3 and both have EXACTLY the same hardware other than the screen.
but i got over that and accepted that as part of deal from samsung cause after all it had Touchwiz. i personally love touchwiz. i really do.
after like a week of usage, i started to feel like the battery on this tab is giving up on me. i tried every thing there was to try. i rooted it, removed the bloatware, installed greenify, swapped roms, minimized brightness and all i was advised by good folks here on this very good community of xda.
then i was told that many people here found the solution by re-sitting the battery connector on the mother board. and i tried that. i removed the back cover, with all the pain and cringing, and REALLY found the plug to be very loose. looked like some child had it just PLACED it on its place. it was not even all the way down. i did that, and boom, i got the battery back to normal, i un-noticed all the scars and scratches there were because of removing the back cover.
after like 4 or 5 days same **** started happening. battery would fail after like 3 hours of screen time and that also doing nothing just plain UI browsing, because my tab was in the period of showing it to friends and relatives. u know the usual stuff. people asking u to let them see your new tab. every body praised and loved the SUPER AMOLED!
after like some time, it literally gave up on me. it would not boot, it would power on. it would charge and that also very weirdly, when i plug it it sometimes said, 50% battery, then at the next second i remove the charger and re-connect it and it would show, 89% battery. the next second i would remove and re-connect the charger and it would say 4% battery.
i could not do anything. so i went to samsung OFFICIALL sales & repair centre and I LITERALLY MADE THAT STUPID ***** WRITE DOWN ON THE JOB SHEET TO NOT LOSE THE IR BLASTER COVER THINGY. they gave me 15 days of time for to repair it and asked for Rs 5000 which is equivalent to US $ 55 approx. i was like, ok if u fix it all well i can pay that. and FYI, the TABLET WAS IN FREAKING WARRANTY! IT WAS ONLY 20 DAYS OLD!
you get where im going? well i called them 15th day and they didnt pick my phone. i tried for next 2 days and they didnt pick any call. i went to their office and asked them what happened of the tablet. they said sorry we could not fix it and we were told this by our ENGINEERS the second day. i was like why didnt u tell me that before why make me wait 15 days and they said our phone was dead... MOTHER****ERS!
i asked them to return my tablet, they charged me Rs 1000 approx US $10 BEFORE returning me the tablet.
when they returned me the tablet, it had that IR blaster cover lost. i was so angry i cant explain. i could not do anything against them i went there 3 times and waited for like 30 min each time JUST TO SEE THE MANAGER AND HE NEVER MET... i wish they all die in deepest pits of hell for eternity. amin.
anyways, firstly i didnt trust the local small repair shops but i had no choice i gave the tab to one of shops and he repaird it for me in like 1 day. i was really happy. but he charged me Rs 3000 about US $30.
i started using the tab and it was fine. i got the normal 6-7 hours of screen on time. and btw, he didnt replace any thing including the batter.
since this saturday, the same **** started happening AGAIN. i went to the same shop and gave him the tablet to repair. just today he called me and told me the expense for this time repair would be Rs 5500 approx US $55.
NOW, this is my experience with samsung's greatest tablet ever. i have learnt my lesson the hard way i guess. Spending US $40 or $60 might not be a big deal for some of you Europeans or Americans out there but im from Pakistan. im a student. i dont get money very often to repair my ****. and that also a mere 28 days old BRAND NEW OUT OF THE ****ING BOX TABLET.
i know, i might get hate here as well, cause not many these days, understand others problems.
but i would advise you all new comers NOT TO GET THIS TABLET EVEN IF U ARE GETTING IT VIA SALE. i paid the full price and even more cause of import fees and taxes.
and btw, its not just me, there are many people who didnt get the battery life they were told they would get.
you have been warned.
Click to expand...
Click to collapse
I'm so sorry for you. I hate that you've been through all of this stuff regarding samsung devices. I wonder if the tabs going to Pakistan are made in a different factory than United States ones? I hope you have better luck in the future.
Sent from my Galaxy Tab S 8.4 with much love to the xda community.

I have the 10.5 and am on a stock rom and have zero lag anywhere. Initially there was lag with the OS it was released with (I bought it release day) but subsequent updates removed all the lag I had. I love my Tab S and I get 11hrs watching videos on it on long flights and drives and the screen is amazing.
What you should have done was try to return the tablet for a replacement INSTEAD of opening the back. Opening the back voided your warranty and is not something I EVER do for ANY device I own that's within warranty period. Outside of the period I may take the chance but not a day before.
Sorry to hear this happened to you as I know how frustrating these kinds of things can be.

I'm Surprised!
I'm surprised that Samsung would even touch your Tab S 8.4! After you rooted it, changed the ROM and then opened the device up which a user is never supposed to do, I'm surprised your warranty is worth the paper it was written on.
You should have taken the Tab S back to whomever you bought it and got your money back.

Hmmmm... was just about to order a tab S 8.4 WiFi as well... Lol.

i have 10.5 LTE and the battery stand only 3.5 Hours after few month of purchase its stand around 6 hours before
i have already make root so i got KNOX flag 01
but i will pay 50$ if this will fix the problem but after i read your story im afraid to fix it and the problem come again .. i don't know what to do

Question Reaching a dead end with Google Support

I'm here because I don't know what else to do.
I ordered a Pixel 7 from the official Google Store on October the 7th, received the phone on the 15th, and discovered right away that the rear cameras aren't working. I tried everything but it was clear it was a hardware issue. I called Google Support. They went through many steps to try and fix the issue but nothing worked. So I was prompted to get a replacement device. I sent my phone back on the same day with UPS, and 2 days later the phone reached its destination (I have a proof of delivery). And since then I got complete silence from Google.
I already talked to them twice, inquiring about the whereabouts of my replacement device, or the whole replacement process, but I got nothing. My RMA status page on the Google Store website is empty, doesn't show my returned phone nor my replacement device. Yesterday I went through the 3rd phone call with Google, was told that my case will be handled by the Pixel management team or so, and that I should hang up and wait for an answer from them later.
I just left off the chat with Google Support again. They told me that another agent is already working on the issue and that I should check my email. I haven't received any emails, of course.
It's been more than 2 weeks since I placed my order for this phone. Is this what I get for ordering their new device on the announcement day? And what other steps can I take in order to get my replacement device?

Same case than you but the problem was bubles beetween frame and screen.waiting for a solution.
1 week and no new notice.
i think someone is stealing packages or something between destination and the store or something.This is not normal...

Ivixmax said:
Same case than you but the problem was bubles beetween frame and screen.waiting for a solution.
1 week and no new notice.
i think someone is stealing packages or something between destination and the store or something.This is not normal...
Click to expand...
Click to collapse
May I ask where do you live? I'm in Germany and I've read on German forums a few successful RMA processes, but I have no idea why this is happening. If it's really stealing then it's not the customer'd fault, is it?

I am waiting on a full refund from Google for the Pixel 7 I had to send back with a dead screen.
They actually received the phone back within 24 hours but despite them having the phone back there has been a deafening silence for 5 days now.

Keith W said:
I am waiting on a full refund from Google for the Pixel 7 I had to send back with a dead screen.
They actually received the phone back within 24 hours but despite them having the phone back there has been a deafening silence for 5 days now.
Click to expand...
Click to collapse
I'm sorry about that. I hope you get your money back as soon as possible.

SharifOthman said:
May I ask where do you live? I'm in Germany and I've read on German forums a few successful RMA processes, but I have no idea why this is happening. If it's really stealing then it's not the customer'd fault, is i
Click to expand...
Click to collapse
i am from Spain.and the phone was returned to Poland i think

Ivixmax said:
i am from Spain.and the phone was returned to Poland i think
Click to expand...
Click to collapse
My phone was also returned from Germany to Poland.

Wow that's interesting cos Pixel is officially not released in Poland. That's why I ordered mine on Amazon Germany

forever_lol said:
Wow that's interesting cos Pixel is officially not released in Poland. That's why I ordered mine on Amazon Germany
Click to expand...
Click to collapse
Now I wish I had done this :/

Still no refund and Google support has been of no support.
I have called them twice now in as many days chasing this up, spend ages on hold whilst they "check things" only to then be told it has been escalated to a higher tier of support and they will email within the day and to wait until I get the email - I have heard that line twice now in as many days.
I have told them if they have mislaid the phone or it has gone walkabout then that is not my problem - I have signed proof they got it back

Keith W said:
Still no refund and Google support has been of no support.
I have called them twice now in as many days chasing this up, spend ages on hold whilst they "check things" only to then be told it has been escalated to a higher tier of support and they will email within the day and to wait until I get the email - I have heard that line twice now in as many days.
I have told them if they have mislaid the phone or it has gone walkabout then that is not my problem - I have signed proof they got it back
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Get the credit card company involved see what they say,

Be careful disputing the charges. Google has deactivated the associated account of people that have done that in the past. Everything just goes poof.
Use that as a last resort.
Hit up @MadeByGoogle on Twitter. They will engage you via DM. I have had good luck with that method.

TonikJDK said:
Hit up @MadeByGoogle on Twitter. They will engage you via DM. I have had good luck with that method.
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I have actually been doing that today and they are just as useless.
First they tried to send me back to phone support after I told them I had tried that twice already
Then they asked me to send the details over via DM only for them to then tell me the same as phone support "We have escalated to one of our specialists who will investigate and be in touch via email" - no one gets in touch, no emails, nothing.
Totally useless.

Finally google returns me the money today.15 days to finish the nightmare.So patetic

Ivixmax said:
Finally google returns me the money today.15 days to finish the nightmare.So patetic
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Good to hear you finally got your money back.
It should not have taken that long though.

Keith W said:
Good to hear you finally got your money back.
It should not have taken that long though.
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Google store has notoriously terrible support. Just the other day they literally told me to go take my business elsewhere because I wanted to get a pixel 7 pro.
A friend of mine once ordered a pixel phone and he got a pixel box with no phone in it. He spent hours trying to prove it and work it out, the shipping weight was off so there was hard of it and right there, but Google refused to do anything. Lost a customer for life over that.
Just a general FYI, if you RMA anything with almost any company using the device's warranty, the replacement is "refurbished” i.e not brand new.

bobbarker2 said:
Google store has notoriously terrible support. Just the other day they literally told me to go take my business elsewhere because I wanted to get a pixel 7 pro.
A friend of mine once ordered a pixel phone and he got a pixel box with no phone in it. He spent hours trying to prove it and work it out, the shipping weight was off so there was hard of it and right there, but Google refused to do anything. Lost a customer for life over that.
Just a general FYI, if you RMA anything with almost any company using the device's warranty, the replacement is "refurbished” i.e not brand new.
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Yes I had that happen before with them trying to fob me off with a refurb in exchange for a phone which was just weeks old.
This time I told them I just wanted a full refund as I only had the phone 3 days before the screen up and died on me.
I had issues with the P6 and now issues with the P7
This whole thing has left a real bad taste in my mouth and I can not see my self buying another Google product again after this.

Keith W said:
Yes I had that happen before with them trying to fob me off with a refurb in exchange for a phone which was just weeks old.
This time I told them I just wanted a full refund as I only had the phone 3 days before the screen up and died on me.
I had issues with the P6 and now issues with the P7
This whole thing has left a real bad taste in my mouth and I can not see my self buying another Google product again after this.
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Yep, the only reason I bought my phone through Google was the store credit + Google One 10% and even then I was crossing my fingers hoping nothing was wrong with it because I know first hand and second hand what a nightmare it is to deal with their Store support. I think the phrase "Too Big to Care" applies to Google.
I could have gone to Best Buy and gotten a $200 credit there (same phone trade in value offered as Google Store) and in retrospect, I probably should have done that since Google Store only offers overpriced accessories ($90 for a Wireless stand charger!?)

Ivixmax said:
Finally google returns me the money today.15 days to finish the nightmare.So patetic
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Let me get this right. You sent the phone back on 15th and it took 2 days to ship (17th?). And you got your money back 25th? Which means your phone was in support center for just over a week?
For me this is totally normal, never got my phone back in one week if it needed maintenance.
And I know that Google can be a piece of fieces, I've fought with them about my Pixel 3 for 5 months. That was long. Week? Nah bro, you're fine.

Finneri said:
Let me get this right. You sent the phone back on 15th and it took 2 days to ship (17th?). And you got your money back 25th? Which means your phone was in support center for just over a week?
For me this is totally normal, never got my phone back in one week if it needed maintenance.
And I know that Google can be a piece of fieces, I've fought with them about my Pixel 3 for 5 months. That was long. Week? Nah bro, you're fine.
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No.no and no