Related
Like most of you here, I preordered a 8GB Nexus 7 from the Google Play Store soon after the announcement. However, when J&R had their 4th of July sale, I bought the 16GB for the same price (free shipping + no tax) and canceled my Google Play order.
Yesterday, I got a shipping notification from the Google Play Store so I called today to see if I could refuse shipping, and the customer service representative told me interesting news regarding the warranty:
He said if I ordered from a retailer other than Google, all warranty claims would be handled directly by ASUS. That could mean shipping to/from and a wait for your device to get repaired.
However, if you order from Google, all warranty claims will be handled by Google, and they will ship an advanced-replacement no questions asked with free shipping of your old tablet.
Thought I'd share with the community this information. This news is enough for me to just accept my Google Play order and cancel my J&R order considering this is a first-generation device which could have some manufacturing bugs in it.
EDIT:
There are varying reports of whether or not this is true. What IS true is that without this written on paper, this statement by the CS rep is worthless. Worth giving a call and finding out for yourself. Hopefully it's true.
This reminds me: I bought the Nexus One from Google way back and the repair process was done completely through Google, not HTC. They sent me a new one and I put the old one in the box and shipped it back for free, just like this CS rep said for the Nexus 7. Just another hint that this may be true based on past experiences.
I was told the same, which is why I didn't go to gametop and cancel my GPS preorder. Google rep assured me its worth the wait
kwonyewest said:
Like most of you here, I preordered a 8GB Nexus 7 from the Google Play Store soon after the announcement. However, when J&R had their 4th of July sale, I bought the 16GB for the same price (free shipping + no tax) and canceled my Google Play order.
Yesterday, I got a shipping notification from the Google Play Store so I called today to see if I could refuse shipping, and the customer service representative told me interesting news regarding the warranty:
He said if I ordered from a retailer other than Google, all warranty claims would be handled directly by ASUS. That could mean shipping to/from and a wait for your device to get repaired.
However, if you order from Google, all warranty claims will be handled by Google, and they will ship an advanced-replacement no questions asked with free shipping of your old tablet.
Thought I'd share with the community this information. This news is enough for me to just accept my Google Play order and cancel my J&R order considering this is a first-generation device which could have some manufacturing bugs in it.
Click to expand...
Click to collapse
Wow interesting, now I'm really not minding the wait
Sent from my EVO using xda premium
Wow, if this is true that is indeed great news for those of us STILL waiting. Interesting however they mention free shipping, no questions asked.... when we can't get our questions answered about when we will get it, and we paid $14 2 day shipping.... LOL
smirkis said:
I was told the same, which is why I didn't go to gametop and cancel my GPS preorder. Google rep assured me its worth the wait
Click to expand...
Click to collapse
It's good to know you got that information too. I'm a little skeptical about information told my customer service reps, especially with the whole shipping confirmation fiasco this past week. I'm sure they're well-intentioned, but some might just be misinformed.
Hmmm this is very interesting information. I have a order from Google that should arrive shortly, however I jumped at the opportunity to buy one from Sam's club. The Sam's club one was 20 cheaper, but it might be worth that to just deal with Google if there is a problem. Decisions decisions.
Sent from my Nexus 7 using xda app-developers app
Why not just get bestbuy to price match J&R or Sam's club if you can wait? Best buy is great for price matching and no hassle returns. In Canada at least. Not as crazy a return policy as Costco where you can literally take a crap on the product and if you ***** enough they will issue a full refund but pretty close.
From the Google Play website :
Nexus 7 limited warranty
The Nexus 7 is manufactured by ASUSTeK Computer Inc. ASUS provides a limited 12 month warranty for the Nexus 7. Please refer to the warranty card in the Nexus 7 packaging or ASUS for details on the ASUS limited warranty.
It seems that ASUS is handling all warranty claims. Also Google Play only has a 15 day return policy. Unless they are doing something different from what is on the website. I would think the GP and retail packaging is the same, so the warranty information contained in the box would also be the same.
Great for those in the US, wonder how well it works for other country's, google certainly don't see the easiest people to get hold of if you live in the UK.
I'd rather buy from a store where I can actually take it back if there's a problem without having to deal with shipping it to another country.
SirWill said:
Wow, if this is true that is indeed great news for those of us STILL waiting. Interesting however they mention free shipping, no questions asked.... when we can't get our questions answered about when we will get it, and we paid $14 2 day shipping.... LOL
Click to expand...
Click to collapse
Don't ask, don't tell.
Sent from my DROID RAZR using Tapatalk 2
>However, if you order from Google, all warranty claims will be handled by Google, and they will ship an advanced-replacement no questions asked with free shipping of your old tablet.
No offense, but unless it's in writing, it's worthless. Whatever a CS rep say over the phone is suspect when he's trying to dissuade you from cancelling an order.
Google has no service center, so it can't handle warranty claims. It's common sense that Asus would handle it, which is what it says on the N7 warranty card. In writing.
Ditto for the "advance cross-ship" claim. Call whatever Google's tech-supp number, say you've got a bum unit, and ask for cross-ship. Find out firsthand. IMO, I doubt it.
so I just called into google and the rep did alot of researching for me. Basically there is no difference. With Google, you have a 15 day period. I bought through Sams, so I have a 30 day return period. After that it is all covered equally through ASUS.
He actually said that the exact process for handling claims under the 1 year warrenty hasnt been fully worked out by Google and Asus. He said that you would return to your manufacturer and they would instruct you on the return process. With them it would be mailing it in "at little or no cost to you". He said eventually it would all come back to them. He said that the google play store was just one of their distribution routes, and isnt treated differently than the other.
When I bought the device from Sams club I added on a 2 year warranty (3 total) through them, so I should be good to go.
>With Google, you have a 15 day period. I bought through Sams, so I have a 30 day return period.
Yep, always buy through a retailer, preferably a B&M one. Retailers exist for a reason: they're best equipped to deal with end users. Manufacturers aren't. You get better warranty terms, and more buyer protection from a retailer.
Plus, if push comes to shove, you can go into the store and make a scene. You can't do that over the phone or through e-mail when dealing with the manufacturer. They can tell you "tough luck," and you have little recourse. You can sue in small claims, but that's a hassle most people won't try.
kwonyewest said:
Like most of you here, I preordered a 8GB Nexus 7 from the Google Play Store soon after the announcement. However, when J&R had their 4th of July sale, I bought the 16GB for the same price (free shipping + no tax) and canceled my Google Play order.
Yesterday, I got a shipping notification from the Google Play Store so I called today to see if I could refuse shipping, and the customer service representative told me interesting news regarding the warranty:
He said if I ordered from a retailer other than Google, all warranty claims would be handled directly by ASUS. That could mean shipping to/from and a wait for your device to get repaired.
However, if you order from Google, all warranty claims will be handled by Google, and they will ship an advanced-replacement no questions asked with free shipping of your old tablet.
Thought I'd share with the community this information. This news is enough for me to just accept my Google Play order and cancel my J&R order considering this is a first-generation device which could have some manufacturing bugs in it.
EDIT:
There are varying reports of whether or not this is true. What IS true is that without this written on paper, this statement by the CS rep is worthless. Worth giving a call and finding out for yourself. Hopefully it's true.
This reminds me: I bought the Nexus One from Google way back and the repair process was done completely through Google, not HTC. They sent me a new one and I put the old one in the box and shipped it back for free, just like this CS rep said for the Nexus 7. Just another hint that this may be true based on past experiences.
Click to expand...
Click to collapse
I was told the same thing by Google yesterday after waiting on hold for close to an hour to chew someone out lol but after I heard that I semi calmed me down and now I'm kinda alright with the wait.
meno73 said:
I was told the same thing by Google yesterday after waiting on hold for close to an hour to chew someone out lol but after I heard that I semi calmed me down and now I'm kinda alright with the wait.
Click to expand...
Click to collapse
I could totally see them starting this specifically because of the dissatisfaction of their customers right now. I can't even imagine how many calls they must've gotten to cancel an order.
I just got off the phone with Google and I grilled the guy about the warranty for a good 10 minutes. He confirmed that there will in fact be advance replacements shipped out for all warranty claims. He also made mention of reduced costs for repairs should we damage our N7s. This right here is good enough for me, when mine arrives from Google Play, I will be returning the one I bought at ABT Electronics.
Sent from my HTC One X using xda premium
_MetalHead_ said:
I just got off the phone with Google and I grilled the guy about the warranty for a good 10 minutes. He confirmed that there will in fact be advance replacements shipped out for all warranty claims. He also made mention of reduced costs for repairs should we damage our N7s. This right here is good enough for me, when mine arrives from Google Play, I will be returning the one I bought at ABT Electronics.
Sent from my HTC One X using xda premium
Click to expand...
Click to collapse
So to summarize your actions:
- you buy from GP
- you buy another from ABT, and intend to refuse your GP version because you don't want to wait a few more days, thus costing Google money to process your return
- you "grill" Google's customer service for 10 minutes (mind you, just to obtain warranty information. Not like they are trying to screw you out of your money like cable or wireless companies).
- you now decide to keep the GP version when it arrives, and return your ABT version, thus costing ABT money to process your return
That's pretty selfish behavior IMO. It's all within your rights, but I certainly don't want to be on the other end dealing with customers like you. This type of behavior is also the reason why return policies get restricter over time, causing everyone to suffer for the actions of a few.
_MetalHead_ said:
I just got off the phone with Google and I grilled the guy about the warranty for a good 10 minutes. He confirmed that there will in fact be advance replacements shipped out for all warranty claims. He also made mention of reduced costs for repairs should we damage our N7s. This right here is good enough for me, when mine arrives from Google Play, I will be returning the one I bought at ABT Electronics.
Sent from my HTC One X using xda premium
Click to expand...
Click to collapse
you'd be lucky if they take it back. GameStop assured me when I open it, its mine for life.
waiting isn't that bad, development is slow right now anyway
_MetalHead_ said:
I just got off the phone with Google and I grilled the guy about the warranty for a good 10 minutes. He confirmed that there will in fact be advance replacements shipped out for all warranty claims. He also made mention of reduced costs for repairs should we damage our N7s. This right here is good enough for me, when mine arrives from Google Play, I will be returning the one I bought at ABT Electronics.
Sent from my HTC One X using xda premium
Click to expand...
Click to collapse
Trust me, they'll say whatever to get you off the line.
>GameStop assured me when I open it, its mine for life.
Retailers have different return policies for electronics. Best to check them before buying. Gamestop's policy is 30-day exchange, no refunds. Abt is 15-day exchange or refund (less 15% restocking).
http://www.gamestop.com/gs/help/Returns.aspx
http://www.abt.com/help/return-policy
>He confirmed that there will in fact be advance replacements shipped out for all warranty claims.
I've only seen advance cross-ship (what I call VIP service) on high-margin items, typically for business users, where service/support is a key selling point. N7 is a low-margin consumer device. Experience says that you won't get VIP treatment for a Walmart-type item.
Rather than asking the CS rep, you have an N7 in hand, so just call Google's 800 number and claim warranty service. Claim it's broken, and you want cross-ship. Do a dry run. See if they actually do it, and if they differentiate between those sold from Google Play and retailers.
I think many of us (especially us Canadians who are still mostly N7-less) are pretty pissed off at how Google handled the pre-orders. I think many of you would agree that it's a reasonable expectation that pre-orders from the supplier should come before retailers are able to put theirs on the shelf. This is especially reasonable when you consider that we were charged 2-day shipping via UPS without any other alternative from Google. It has also been reported that some Canadians are getting 4-day shipping estimates even though they paid for supposed 2-day shipping.
I know that many of you will probably tell me to stop whining and just suck it up because they didn't break any promise as to the plain writing contractual agreement. But that doesn't mean that there are implicit expectations which should be met in good faith. This is especially true for a company that has a history of catering to its users and still holds the informal motto of "don't be evil".
I know that Google has always been a pretty open company and listened to feedback, and I still trust that they uphold these values. Is there anything we can do as a group of people to voice our opinions directly to them and let them know? I am sure that many of us are also developers hoping to get their first hands on the device as well. And I'm sure that Google would like to keep its developing community happy.
Addendum:
I just wanted to say why I wrote the post. This is was not meant to be a rant. If you re-read the OP, you will see that I am actually looking for a way to collectively voice to Google our discontent. That's because I believe Google to be a high-quality company that listens to its users. And I do WANT to order from Google Play again for the next device, but not before helping them improve their process by vocalizing our disappointments to them.
A rant in itself is useless, but what I am looking for is a way to let Google know where they can improve so we can enjoy a better Play store in the future.
no point of pre-ordering if we are not given any exclusivity ><
Stop whining.
Sent from my Galaxy Nexus using Tapatalk 2
Not mad at all, I am getting what I paid for.
It's funny when people say that they aren't upset that they over paid for a product that they'll get after people that didn't pre-order.
Sent from my Nexus 7
ibopm said:
I think many of us (especially us Canadians who are still mostly N7-less) are pretty pissed off at how Google handled the pre-orders. I think many of you would agree that it's a reasonable expectation that pre-orders from the supplier should come before retailers are able to put theirs on the shelf. This is especially reasonable when you consider that we were charged 2-day shipping via UPS without any other alternative from Google. It has also been reported that some Canadians are getting 4-day shipping estimates even though they paid for supposed 2-day shipping.
I know that many of you will probably tell me to stop whining and just suck it up because they didn't break any promise as to the plain writing contractual agreement. But that doesn't mean that there are implicit expectations which should be met in good faith. This is especially true for a company that has a history of catering to its users and still holds the informal motto of "don't be evil".
I know that Google has always been a pretty open company and listened to feedback, and I still trust that they uphold these values. Is there anything we can do as a group of people to voice our opinions directly to them and let them know? I am sure that many of us are also developers hoping to get their first hands on the device as well. And I'm sure that Google would like to keep its developing community happy.
Click to expand...
Click to collapse
awww big baby didnt get his shiny nexus 7 before everyone else *cries*.
Wah. get over it.
Maybe you should launch Angry Birds at them?
I'm a little upset I paid for the shipping from the play store when I could have e just ordered from games top.. Not pay the shipping and get my n7 sooner. It's not that big of a deal for me but everyone will forget later today when they get their devices.
Sent from my SCH-I535 using xda app-developers app
you got/will get it a week after everyone else. how will you manage to live?
Angry is probably too strong, but i'd have hoped (as with pre-ordering anything) that you'd at least get the thing delivered on launch day. Wouldn't expect to get it early necessarily and there are clear commercial reasons why this wouldn't go down well for a product thats being sold via third parties as well as from Google directly. And if the courier is struggling to keep up then its probably Google's fault for apparently giving regional exclusivity to any single company. After all, the likes of Amazon seem to cope quite well using multiple couriers and getting large volume launches of items out on time.
And certainly the communication side of things could've been alot better done than it has been, not to mention the customer services element for those who tried unsuccessfully to can pre-orders a week or more ago.
Isn't this what that OTHER thread is for?
ikn0wagh0st said:
Stop whining.
Sent from my Galaxy Nexus using Tapatalk 2
Click to expand...
Click to collapse
infamousjax said:
awww big baby didnt get his shiny nexus 7 before everyone else *cries*.
Wah. get over it.
Click to expand...
Click to collapse
Can't tell if trolls or just stupid.
Did either of you even read the OP? He had an extremely valid point. We paid for required two-day shipping, supposedly in an effort to receive our products on or before the day everyone else could receive theirs. Of course this was not guaranteed by Google, but the fact that it didn't happen makes it unlikely that I'll ever preorder another Google product unless they adapt the same philosophy used elsewhere, like Amazon and Apple.
I followed the rumors since the 370T, preordered within minutes of availability, paid extra for mandatory expedited shipping, and it's finally being delivered tonight. Folks simply wandered into stores last week and picked theirs up. That's not how it should work. I'm not whining - I just believe Google should handle things differently in the future.
infamousjax said:
awww big baby didnt get his shiny nexus 7 before everyone else *cries*.
Wah. get over it.
Click to expand...
Click to collapse
That's not my point as Jiggavolt has also explained. I would gladly have paid $5 or $10 shipping to get 3-week shipping rather than the 2-day shipping. But since we were required to purchase $20 (Canadian) 2-day shipping (which turned out to NOT be 2-DAY shipping AT ALL), I think it's fair to say that I feel a little cheated. Beyond that, there are implicit expectations that have not really been followed through or at least communicated. Even a simple apology to say that they were a bit slow would satisfy me.
_MetalHead_ said:
Isn't this what that OTHER thread is for?
Click to expand...
Click to collapse
No, I'm seeking an avenue to communicate discontent with Google in a collective way.
ibopm said:
No, I'm seeking an avenue to communicate discontent with Google in a collective way.
Click to expand...
Click to collapse
Ha! Since you stated that so eloquently, I just can't argue with it
Yeah, I could see being upset, actually. I ended up just calling all of the Gamestop stores within 15 miles (probably 6 of them) before I found one that had one in stock.
I would be angry too, but mainly about the 2 day shipping issue. However, I believe that UPS is at fault here if they cannot deliver within two days, not Google. I did not want to pay for shipping so I picked mine up at Staples on Sunday.
It's easy. Next time Google comes out with another device. DO NOT ORDER FROM THE PLAY STORE no matter what they say. You will get PLAYED again. They named it the PLAY store for a reason.
In my mind, Google has botched the entire process from start to finish.
1. Mystery specs - for the longest time, nobody could figure out if it had MHL or HDMI out, USB OTG, external storage, etc. Even media sites were conflicted on these features.
2. Saying that it will only be available on the Played store when it wasn't.
3. Shipping to retailers FIRST before fulfilling their own pre-orders hoping that retailers will hold them for an unspecified amount of time.
4. Shipping devices in no discernible order (FIFO, LIFO), etc.
5. Shipping 8GB orders first before 16GB, and then 16GB before those that also bundled a case with it.
6. 2 day shipping questionable... existing posted screenshots showing estimated time of delivery of 4+ days confirms this.
7. Canada gets brown back and US gets black back. WTF?
8. No able to cancel orders and no response from e-mails (at least for emails from Canada).
9. No specific launch date except mid-July. It's mid-July already, and some haven't even seen movement on their orders.
10. No explanation from Google over this fiasco.
The only redeeming feature was the price.
I don't know if this is Asus' fault or not, but Google is to blame. I think what Google should have done is hold shipping to retailers until they fulfilled their own Played store pre-orders first. None of this "everyone gets it at the same time" crap... WE OBVIOUSLY DIDN'T ORDER IT AT THE SAME TIME, so why go this route? If retailers don't have stock to sell, they can't sell it. However, if they do and it is taking up space, you can bet somebody is going to break the rule... esp. when there is no specific date to sell it.
The Played store is the premiere store for buying google branded devices. Google should make sure that when you order from there, you are at least guaranteed to get it the same time, if not earlier, than all other retailers at launch. Otherwise it is pointless to pay shipping when you could just walk to your local B&M and buy it right away for the same price - minus shipping. As it stands now, you would be a fool to order from the played store for the next device no matter how exclusive it will be.
The next time around, not ordering devices from the played store will be a good lesson for google.
If Steve Jobs were alive and this was an Apple product, he would have made it right by now. God rest his soul, he's probably laughing in his grave right now.
In the words of Justin Timberlake... Cry me a river.
I can't say I'm exactly thrilled over the situation. I found out Staples has them on the shelf right now. Meanwhile, I've received nothing from Google regarding my pre-order. No status update, no shipping notification, nothing. It stings a little bit to realize I'm paying more to get it later when you factor in the shipping cost... especially when I could have one within 5 minutes since Staples is just down the road...
I'm not exactly angry to go to war with Google over this, but this is definitely some serious food for thought for future purchases. I can't see myself possibly pre-ordering through Google again.
Anyone who pre-ordered with the expectation of receiving it before those who didn't pre-order, had the wrong expectations. I've been involved with many pre-orders and known of many many more. I've never seen one with that expectation.
However, you should expect to receive it on the generally available (GA) date. That's where this release broke down. Whether it's Google or Asus, it doesn't matter. The process failed.
However number 2. When I saw that pre-orders were paying for shipping and taxes, a flag went up for me. I decided to not pre-order as it would be cheaper for me to walk into a store and buy on the GA date. I saw little value in pre-ordering.
The email they sent says I will likely be charged 15% fee and the shipping because it's open.
Spoke with play store rep and he said they will forward my concerns to a specialist. It's ridiculous that this charge is not returned automatically. If they end up not refunding it I will have to run a credit card dispute.
Anyone else had a similar situation? Did Google refund all your money? This is enough to make me never order from Play Store again
Sdobron said:
The email they sent says I will likely be charged 15% fee and the shipping because it's open.
Spoke with play store rep and he said they will forward my concerns to a specialist. It's ridiculous that this charge is not returned automatically. If they end up not refunding it I will have to run a credit card dispute.
Anyone else had a similar situation? Did Google refund all your money? This is enough to make me never order from Play Store again
Click to expand...
Click to collapse
You left out the details. Tell us the whole story.
Nobody charges a REstocking fee for a defective device. They dont restock them.
If you just didnt like it then they have a valid claim.
BTW this is CLEARLY mentioned in the agreement you entered into.
The e-mail probably says "If no defect is found, there will be a 15% restocking fee."
That's pretty common for electronics because there are so many people that use companies to "rent" tech gear for a weekend, vacation, etc. and then try to return it when they are done. Back about 15 years ago when I worked at Best Buy, that was the reason digital cameras, camcorders, and laptops had that kind of policy. Otherwise the store would take a pretty big loss on people doing stupid crap like that. Imagine every knucklehead who bought a camcorder for say $500 (at the time) and then returned it after their vacation saying they didn't like it or whatever...well, the company probably only made about $25 profit on the camcorder to begin with. Now they have to pay a tech roughly 1/2 pay to check the unit from end to end to make sure everything works correctly, etc. Then they have to sell it as an "open box" item which would normally be a 10% markdown. So basically they sell at a loss of $25-35 just because someone wants to abuse the return policy. Hence, a restock fee of 15% to cover those costs.
So if you send a fully working unit back to Google and you lie about it being "defective" then they have to sell it marked down as refurbished, pay someone to very a defect that is or isn't there, etc. They are already selling these at no profit from what I understand...I think a clause like that is perfectly reasonable.
ExploreMN said:
So if you send a fully working unit back to Google and you lie about it being "defective" then they have to sell it marked down as refurbished, pay someone to very a defect that is or isn't there, etc. They are already selling these at no profit from what I understand...I think a clause like that is perfectly reasonable.
Click to expand...
Click to collapse
Agreed, 99%. The proof will be in the pudding, however, in this sense: what does Google consider a "defect"? Is a tiny bit of screen lift a defect, or normal manufacturing variance? To Google, it might be construed as the latter. To us, it's something that could get worse over time and end up causing major problems.
Same thing with the serious color temp variation I've now seen on two units. My original had what I hope is the "normal" color temp, which is a bit cool but that provides decently "white" whites and good contrast. The replacement (for screen lift and a dead pixel on the original) has a much, much warmer screen, with a dingy yellow tint and significantly less contrast. Whites on it look like there's a thin layer of urine between the glass and the LCD--gross, I know, but the best way to describe it. In fact, it's the first thing my wife said when she saw the two sitting side-by-side--"Did someone pee on the one on the left, or something?"
Would Google argue that this is acceptable, that's it's just "warmer" and within specs? Perhaps. Would I be "lying" in saying it's defective? I'd say not. And that's where Google's commitment to customer satisfaction comes in. They can be picky and charge me the 15% restocking fee, thus making it far less likely that I ever buy from them again, or they can let it go and keep a customer. And given all of the very real issues with this, and the fact that people are going through multiple units (and hassle, and setup, and loss of Play Music device deactivations if they tested music on them, etc.) to get good ones means that really, Google should just accept returns without too much hassle or they risk making a bad situation worse.
We'll see, because I'm sending the replacement back and getting another for that reason specifically.
>Would Google argue that this is acceptable... They can be picky and charge me the 15% restocking fee, thus making it far less likely that I ever buy from them again, or they can let it go and keep a customer.
It doesn't matter who is more "right." What matters is that it's Google's call. That's why peeps should buy from a retailer and not directly from the manufacturer, as it's generally easier to get your money back when there's a dispute.
"I won't buy from Google if they charge me restocking fee" -- Google would probably be happier if you buy from a retailer, as then it wouldn't have to deal with end-user support. That costs a lot of money, not to mention a lot of aggravation.
If you mean you won't buy Google wares in general, it's an empty threat. Most peeps here have a vested stake in Android, of which Google's Play store is the, umm, nexus. Google's Nexus toys still have the best support. You can of course forswear Android altogether and jump ship to...Apple, who is even more dictatorial? Or Microsoft, who has yet to have a tablet out?
>We'll see, because I'm sending the replacement back and getting another for that reason specifically.
Exchanges don't incur restocking fees. Only refunds.
BTW, display temp variation isn't normally considered a defect. It depends on the severity of course. But if it requires a side-by-side comparison to see the difference, then it's not "severe."
>The e-mail probably says "If no defect is found, there will be a 15% restocking fee."
The 15% restock fee applies to all refunds. There is no exception for defective returns. That doesn't mean you can't browbeat some rep into waiving the fee, but that's the normal policy.
E.mote, you're always so pedantic. That, and you must really type quickly.
Anyways, yes, the yellow tint is clear even by itself. Like I said, urine and all that.
That said, I'm personally not concerned because if anything ends up wrong with whichever one is the final one and Google wants to be a pain, then I'll just process the return through American Express. Never leave home without it.
Sent from my SPH-D710 using Tapatalk 2
Shocking as it would seem, not all of my replies cater to your personal predicaments. The prior post was more directed at the OP's obliviousness to warranties and return policies. Then again, it does reflect on your own situation, doesn't it?
As to being a pedant, I'm guilty as charged. I tend to pay attention to terms of a sale. It beats the alternative of ranting and raving on online forums of the "ridiculousness" of vendors when they enforce those terms.
e.mote said:
Shocking as it would seem, not all of my replies cater to your personal predicaments. The prior post was more directed at the OP's obliviousness to warranties and return policies. Then again, it does reflect on your own situation, doesn't it?
As to being a pedant, I'm guilty as charged. I tend to pay attention to terms of a sale. It beats the alternative of ranting and raving on online forums of the "ridiculousness" of vendors when they enforce those terms.
Click to expand...
Click to collapse
Fair enough, and of course I was referring specifically to the public relations aspect of this launch vs. the letter of Google's policy. That's what made you pedantic, in that you were picking apart the details of my post while largely missing the point.
Incidentally, I haven't checked Google's policy too carefully but most retailers (which is what the Play store is) don't charge restocking fees for defective products.
Sent from my SPH-D710 using Tapatalk 2
Returning Nexus 7 8GB to Google Play
Sdobron said:
The email they sent says I will likely be charged 15% fee and the shipping because it's open.
Spoke with play store rep and he said they will forward my concerns to a specialist. It's ridiculous that this charge is not returned automatically. If they end up not refunding it I will have to run a credit card dispute.
Anyone else had a similar situation? Did Google refund all your money? This is enough to make me never order from Play Store again
Click to expand...
Click to collapse
Hi,
I bought my Nexus 7 8GB from Google Play Store UK and I had a minor flickering problem when the screen was set to Automatic Brightness/Low Brightness.
I also had a very minor problem with the front left of the display which felt slightly loose. I emailed Google via their Help Centre asking for a replacement device and received the following email:
Hi there,
We've received your information and will be in contact with you as soon as
possible. We're experiencing extremely high volumes at this time, so
please expect some delay in response. If you have anything else to tell us
in the meantime (additional details or new developments), feel free to
reply to this e-mail.
Thanks!
The Google Play Support Team
Click to expand...
Click to collapse
Two days later I received another email:
Hi,
A replacement device will be provided and your original device will be inspected if you elect to send it in for warranty replacement.
*Important*
RETURN YOUR ORIGINAL DEVICE
You’ll need to return your original device to our service center. Additional charges for the full price of the device will be incurred if our service center doesn't receive your original device within 21 days of this email.
UNDERSTAND YOUR WARRANTY COVERAGE
Additional charges up to the full price of your device will be incurred if our service center determines that the damage to your original device isn’t covered under warranty. Prior to ordering your replacement and sending your device for inspection, please refer to the warranty card in the Nexus 7 packaging or visit -- for details on the ASUS limited warranty.
If you elect to send in your device and receive a replacement after reviewing the warranty, the first step is to return your device using the attached RMA.
Please package the item carefully. The original packing materials may be used. If you are returning fewer items than in the original shipment, please add effective packing materials to ensure the box and the enclosed device(s) are adequately protected from movement inside the shipping box.
For detailed instructions on preparing an item for return, please visit our Help Center at --
To initiate the return of your original device you'll need to do the following:
1. Print the attached Return Authorization form
2. Insert the Return Authorization form into the outer shipping box.
3. You'll receive a return shipping label within 48 hours of your replacement device. Use this label with the shipping container used for returning your original device.
4. Take your package to any authorized shipping outlet near you.
To receive your replacement device free of charge, click the link below to access a personal cart that has been prepared with your replacement device already included. Please note that you must be signed in with the same account used to make your original purchase in order to access the below cart:
An authorization for the full price of the replacement device will be placed on your credit card. This means that a portion of your card’s credit limit is held for several days, but no charge is made if your original device is delivered within 21 days and the damage to your device is verified to be covered under warranty.
Regards,
The Google Play Team
Click to expand...
Click to collapse
This email seemed too complicated for a simple exchange of a device so I replied saying I no longer wish to exchange the device. Reasons being, I can live with the minor problems and the system they use to exchange the device is just too long for me. (I am use to seamless service from Amazon). Also I was not sure if Google/Asus would regard my defects as covered under warranty, so I didn't want to take the risk of being charged extra.
I am still waiting for a reply to confirm that I can keep my current device and that no replacement will be sent. I hope they don't complicate this any further and charge me for no reason.
Saw people abusing Best Buy's flexible return policy all the time, so I can't blame Google for imposing a restocking fee. When you buy something, you should check into the return policy before you purrchse and purchase accordingly.
Where did I say I would never buy a Google product again? I just said I will never buy from Google Play again.
I didn't leave out any information; the screen has light bleeding, the USB plug doesn't always register when inserted, and there is a problem with internal storage showing the correct amount..looking like an 8 GB device instead of a 16 GB even though serial no. states otherwise.
Worst case scenario I will initiate a credit card dispute and get my money back in full either way.
Most companies charge a restocking fee for returning an item (at&t tmobile verzion etc etc), However i agree with the people that are getting charged to exchange/replace a defected item is crazy and i would never pay it
MrKaramjot said:
Two days later I received another email:
Click to expand...
Click to collapse
I received that same email, but my "personalized shopping cart" does not work. It just states that there was an error, try back later.
Over the phone, google told me they charge a restocking fee on defective items. They said they don't charge you a restocking fee if you choose to have a replacement sent. If you want a refund, you will be charged the restocking fee.
I was sent a Nexus 7 with a cracked screen.
{
"lightbox_close": "Close",
"lightbox_next": "Next",
"lightbox_previous": "Previous",
"lightbox_error": "The requested content cannot be loaded. Please try again later.",
"lightbox_start_slideshow": "Start slideshow",
"lightbox_stop_slideshow": "Stop slideshow",
"lightbox_full_screen": "Full screen",
"lightbox_thumbnails": "Thumbnails",
"lightbox_download": "Download",
"lightbox_share": "Share",
"lightbox_zoom": "Zoom",
"lightbox_new_window": "New window",
"lightbox_toggle_sidebar": "Toggle sidebar"
}
I complained a little, and then they said if Asus determines my Nexus 7 damage wasn't caused by me, I would receive a full refund.
I told the customer service person that I am receiving a full refund no matter what Asus says. I know that the screen was cracked when I first opened the box.
I will probably have to contact the credit card company because apparently google is a shady company that doesn't give a **** about customers.
I bought my Nexus 7 from the google play store. Now I am at the mercy of Asus whether or not I get a refund?
rocchioo said:
Over the phone, google told me they charge a restocking fee on defective items. They said they don't charge you a restocking fee if you choose to have a replacement sent. If you want a refund, you will be charged the restocking fee.
I was sent a Nexus 7 with a cracked screen.
I complained a little, and then they said if Asus determines my Nexus 7 damage wasn't caused by me, I would receive a full refund.
I told the customer service person that I am receiving a full refund no matter what Asus says. I know that the screen was cracked when I first opened the box.
I will probably have to contact the credit card company because apparently google is a shady company that doesn't give a **** about customers.
I bought my Nexus 7 from the google play store. Now I am at the mercy of Asus whether or not I get a refund?
Click to expand...
Click to collapse
If you're at the mercy of Asus, you're in trouble. They completely suck balls.
Sent from my Galaxy Nexus using xda premium
rocchioo said:
I was sent a Nexus 7 with a cracked screen.
I complained a little, and then they said if Asus determines my Nexus 7 damage wasn't caused by me, I would receive a full refund.
I told the customer service person that I am receiving a full refund no matter what Asus says. I know that the screen was cracked when I first opened the box.
I will probably have to contact the credit card company because apparently google is a shady company that doesn't give a **** about customers.
I bought my Nexus 7 from the google play store. Now I am at the mercy of Asus whether or not I get a refund?
Click to expand...
Click to collapse
No offense, but if it was cracked out of the box, why are you using It first? Your picture clearly shows it turned on and running a program. I'm sure they're gonna question why it was turned on and registered.
Sent from my DROID RAZR using xda premium
just lou said:
No offense, but if it was cracked out of the box, why are you using It first? Your picture clearly shows it turned on and running a program. I'm sure they're gonna question why it was turned on and registered.
Sent from my DROID RAZR using xda premium
Click to expand...
Click to collapse
I wasn't sure if it was a crack on the screen or just a tear in the black material that forms the bezel.
I originally intended to keep my Nexus 7 hoping it was just a tear and not a crack. So, I used it.
I eventually posted a picture to get a 2nd opinion. After reading...
just lou said:
That definitely looks cracked. Send it back.
Click to expand...
Click to collapse
...I decided to call Google and ask to exchange my Nexus 7.
Here is the referenced thread:
http://forum.xda-developers.com/showthread.php?p=28925350#post28925350
rocchioo said:
I told the customer service person that I am receiving a full refund no matter what Asus says. I know that the screen was cracked when I first opened the box.
Click to expand...
Click to collapse
You actually think he cared to hear that? People who harass customer service reps amuse me. I bet his response was like "uhh OK... so like I was saying..."
Sent from my Nexus 7 using xda app-developers app
When I called Google to check on my refund....
I pre-ordered the Nexus 7, and received one with a lifted display. I sent it back for a refund, figuring they needed a few weeks to get their QC act together at Asus.
Two weeks after returning it, I called Google to check on my refund and explained my frustration about how UPS says Google has had my defective Nexus 7 return for ten days and I still haven't seen a refund (or even an e-mail acknowledgement from Google Play that they received it). The customer service rep told me the refunds take from 2-3 weeks. I mentioned that that seemed like a long time, and his response was,"Well, if we decide your device is not defective you won't even get a full refund, so keep that in mind." Veiled threat?
This is a great site, and I appreciate all I've learned from it already.
Am I the only one here thinking that it was part of google's plan to make it look like they sold a bunch of N4s in order to get the media's attention by bragging about how many they sold? Just Google: "nexus 4 sold out". You will find many websites reporting that nexus 4 are selling like hot cakes/or are sold out. I'm going to have to look at the next news paper, I bet we will see it in the headlines. This is wonderful news for Google. Great advertisement.
More over I would like to know what you guys think of this. Don't you think that such a rich company like Google would have for seen this?
Also the fact that the number of sold devices are not being reported, wouldn't that indicate that the amount of devices are actually not that much after all? (mentioning the # of sold units would discredit their bragging right? - Of course, only if it is not high)
Chances are they have a lot on stock but want to sell only a certain amount for the time being.
Now what would concern me is, if it actually is the truth that they ran out of supply. I mean, LG? There are few people who have faith in LG, their android update policy is enough to associate that company with incompetence.
Even with the nexus phone being an LG, they already managed to leave a bad impression in countries with no play store by announcing a price which could be nearly up to double the price of the nexus 4 in the play store.
What if LG is not able to keep up with demand? What is your say? What do you think is going on?
I visited a site that mentioned that Google has done this before, in order to see how high the demand is and to fulfill the needs a few days/weeks/month later. Was not following the galaxy nexus sale , anyone that experienced this here?
Hope this thread doesn't get closed, I could imagine some interesting discussion going on
no, just scumbags trying to make a profit by hogging all the stock
AznDud333 said:
no, just scumbags trying to make a profit by hogging all the stock
Click to expand...
Click to collapse
I think it its engineered, why not Apple do it all the time
Naw, I mean, there really weren't any commercials over it or anything. Google has the money to spend on advertising for it, but they honestly didn't. I feel they just weren't too sure on when to do it themselves and that we were probably making more out of it than needed to be.
dahmmy said:
I think it its engineered, why not Apple do it all the time
Click to expand...
Click to collapse
google's site never lags
it lagged today.
It's a big global conspiracy to ruin your day. Mission accomplished.
If this was Apple then, yes, I would believe it was intentional but honestly the server was crashing. What I saw you can't fake. It was like a DDoS attack. That server was basically brought to its knees. SERIOUSLY.
Sent from my Nexus 7
Ravynmagi said:
It's a big global conspiracy to ruin your day. Mission accomplished.
Click to expand...
Click to collapse
The Illuminati. Yes! They are watching us!
@above: hmmm. I prefer Lg is incompetent
I think it may be a combination of Google's lack of concern about their customers combined with a poor working relationship with LG. I don't think Google wants publicity about this launch because they and LG won't come off looking too good. Google must have thought it was getting more units from LG because they had indicated they would sell the Nexus 4 via Playstore in the Netherlands and Belgium. Then at the last minute, they had to cancel those commitments because they didn't get enough units from LG. At the same time, non-US carriers selling the phone at a much higher price than Google got units ahead of launch time so their customers could physically have the phone today. Hence, you have a number of users posting threads here about problems with their brand new Nexus 4 phones, which they have in hand. So, LG shorted Google to send phones to vendors that sell the Nexus 4 at a higher price. I suspect the whole sales cycle of this phone may be marked by problems between Google and LG, resulting in supply shortages for the lower priced Google-sold phones. If consumers want the phone and don't want to wait for weeks at a time between LG's periodic shipment of a meager supply to Google, you may be forced to buy from other vendors at a higher price or, in the US, a contract commitment to T-Mobile. It looks like Google + LG= oil + water; they don't mix well.
mke1973 said:
I think it may be a combination of Google's lack of concern about their customers combined with a poor working relationship with LG. I don't think Google wants publicity about this launch because they and LG won't come off looking too good. Google must have thought it was getting more units from LG because they had indicated they would sell the Nexus 4 via Playstore in the Netherlands and Belgium. Then at the last minute, they had to cancel those commitments because they didn't get enough units from LG. At the same time, non-US carriers selling the phone at a much higher price than Google got units ahead of launch time so their customers could physically have the phone today. Hence, you have a number of users posting threads here about problems with their brand new Nexus 4 phones, which they have in hand. So, LG shorted Google to send phones to vendors that sell the Nexus 4 at a higher price. I suspect the whole sales cycle of this phone may be marked by problems between Google and LG, resulting in supply shortages for the lower priced Google-sold phones. If consumers want the phone and don't want to wait for weeks at a time between LG's periodic shipment of a meager supply to Google, you may be forced to buy from other vendors at a higher price or, in the US, a contract commitment to T-Mobile. It looks like Google + LG= oil + water; they don't mix well.
Click to expand...
Click to collapse
.... Or maybe not. That's quite the stretch.
shadehh said:
Also the fact that the number of sold devices are not being reported, wouldn't that indicate that the amount of devices are actually not that much after all? (mentioning the # of sold units would discredit their bragging right? - Of course, only if it is not high)
Click to expand...
Click to collapse
It is Google's policy not to release sales figures. So it indicates absolutely nothing. Asus released some Nexus 7 sales figures last month and apparently Google was not too happy.
This is what happens when things are under-priced. Whether mandated by law (price controls) or whether a company does it out of its own desire (Nexus 4). Selling something below its true value will lead to shortages because the demand will be too heavy. Combine that with Google probably trying to not overestimate the demand in order to not build too many, it should be no surprise that it sold out so quickly.
FallN said:
If this was Apple then, yes, I would believe it was intentional but honestly the server was crashing. What I saw you can't fake. It was like a DDoS attack. That server was basically brought to its knees. SERIOUSLY.
Sent from my Nexus 7
Click to expand...
Click to collapse
very true... i had an N4 in my cart 8 times today (EIGHT freakin times) and each and every time i tried to proceed, i got that craptastic yellow banner telling me that something happened on the back end. their servers were absolutely hammered.
PincheKeith said:
This is what happens when things are under-priced. Whether mandated by law (price controls) or whether a company does it out of its own desire (Nexus 4). Selling something below its true value will lead to shortages because the demand will be too heavy. Combine that with Google probably trying to not overestimate the demand in order to not build too many, it should be no surprise that it sold out so quickly.
Click to expand...
Click to collapse
I'm happy with the low price and even if I have to wait a year to get a nexus 4 I'm so happy Google set new standards. I don't find the price too cheap, they could have easily added 50 bucks more for all I care. But I'm glad they set new standards for great hardware all others phone manufacturers must now adjust
I waited all day, from 3:00 AM EST when it was SUPPOSED to launch, to 12:00 PM EST when the "second" launch time was "announced", resulting in two times in which the "Add to Cart" button popped up but didn't work after clicking through. The minute I step inside my house, I rush to my computer, and see a nice, red SOLD OUT sign.
It had to be either a) testing the waters in terms of demand for the device (highly unlikely), b) a publicity stunt in order to garner more (free) attention for the Nexus4 (as we say it, any publicity is good publicity), or c) as stated a shortage of devices as a result between miscommunication/communication breakdowns between LG and Google.
Thoroughly disappointed. I sold my phone (GNexus) in the hopes of upgrading for very little $, and now I'm stuck with no phone at all.
oceansaber said:
I waited all day, from 3:00 AM EST when it was SUPPOSED to launch, to 12:00 PM EST when the "second" launch time was "announced", resulting in two times in which the "Add to Cart" button popped up but didn't work after clicking through. The minute I step inside my house, I rush to my computer, and see a nice, red SOLD OUT sign.
It had to be either a) testing the waters in terms of demand for the device (highly unlikely), b) a publicity stunt in order to garner more (free) attention for the Nexus4 (as we say it, any publicity is good publicity), or c) as stated a shortage of devices as a result between miscommunication/communication breakdowns between LG and Google.
Thoroughly disappointed. I sold my phone (GNexus) in the hopes of upgrading for very little $, and now I'm stuck with no phone at all.
Click to expand...
Click to collapse
man, i feel you. i sold my gnex and my backup (g2x) device in anticipation of the nexus 4. I'm old and tired. So, i'm just going to go to my tmobile store and pick up a note 2. I got one for my wife last week and she has been completely satisfied with it. I'll re-evaluate the state of android in a couple months, whereby I might sell the note 2 to finally get the nexus 4. we'll see.
If you believe that its all a conspiracy, put your aluminum foil hat back on and go sit in the corner.
PincheKeith said:
This is what happens when things are under-priced. Whether mandated by law (price controls) or whether a company does it out of its own desire (Nexus 4). Selling something below its true value will lead to shortages because the demand will be too heavy. Combine that with Google probably trying to not overestimate the demand in order to not build too many, it should be no surprise that it sold out so quickly.
Click to expand...
Click to collapse
Finally someone who understand economics.
Put gas half price today. Guess what will happen. Even if gas stations prepared. EVERYONE will gas and you can't prepare for that. Supply is driven by how valuable it is to sell. Demand is determined by how much value you get. They released a 600$ phone at 300$. Take off your tinfoil hats and go to school.
There is no conspiracy. We are talking about about a relatively small cell phone player in LG and a device with a small profit margin. Considering that both these companies are banking on the same profit model, ie, google wants large volume sales for ads and LG wants large volume to compensate for smaller net profits per phone. With the next big phone literally always around the corner, to delay sales in any way is very bad for both companies.
shadehh said:
I don't find the price too cheap, they could have easily added 50 bucks more for all I care.
Click to expand...
Click to collapse
Then it is too cheap If people are willing to pay $400 or $450, and they sell it for $350, that's too cheap. That's why demand is (and should be!) so high.
I don't think they did this intentionally, they have a great device at a great price and it sold out.
Really Disappointing..
Google Says Nexus 4 Will Not Ship Until After Christmas 2012
It's official, many more lusting after the Nexus 4 will never get their hands on the Google handset this December, which the internet giant said is sold out for the holidays and will not ship until January, at the earliest, next year.
Attempts by Android fans to secure the 8GB model was greeted with this notice on Google's Play Store: "We are out of inventory. Please check back soon." And when it comes for the 16GB variant, buyers are advised that shipment can only be processed over the next five to six weeks.
Searches for possible available units online were generally met by notices of back orders but for the desperate, opportunistic eBay offerings await them, that is if they're willing to fork out as much as $700 for a handset that Google sells at a starting price of less than $300.
Computerworld blamed the problematic Google supply chain for the Nexus 4 retail hiccup, which only compounded the disastrous manner that Play Store has been handling the issue so far.
"Google's Play Store continues to show the Nexus 4 as being 'sold out' with no option to place an order or be notified when more units become available," Computerworld said in a report.
The Nexus 4 drought could last way into the last month of Q1 2013, according to ProductReviews.net, which would be the situation for those that were unable to place online orders, at least in the U.S. market.
For the lucky ones, they "are looking at around a 2-month wait before the smartphone delivers," the tech blog site said.
Yet the best effort seen from Google in remedying the situation was its Play Store at one time "randomly switching between showing the phone as available and showing it as coming soon," Computerworld complained.
This debacle seemed to prove that Google has a lot to learn from Apple in terms of efficient supply chain management, Phillip Elmer-Dewitt of Fortune said.
It was pity that the Nexus 4, which is the product of close collaboration between Google and LG, "has become an object lesson in how not to stage a roll-out in advance of the holidays," Mr Elmer-Dewitt said.
Despite encountering serious bumps in the Nexus 4 global push out, Google saw its shares value spiking by six per cent since the JellyBean-powered phone became commercially available in Nov 13, said a NASDAQ blog.
The stock kick-ups proved that the market and consumers responded positively with Google's decision to dip its fingers a little deeper on hardware business though crucial improvements remain wanting, analysts said.
With fewer issues attending the Nexus launch, the tech giant could have done much better in so short a time, they added.
To contact the editor, e-mail: [email protected]
http://au.ibtimes.com/articles/4109...-4-will-ship-until-christmas.htm#.UL3oJeHzt50
That article is simply reading back to us what Google has listed on the Play Store and explaining to us that 5 to 6 weeks is, in fact, after Christmas.
efrant said:
From now on, all new threads in the Nexus 4 General section related to shipping, back orders, Google customer service, or ANYTHING else related to ordering/receiving your N4 from the Play Store will be closed without notice. Use the main shipping thread found here, or use one of the existing backorder or country-specific threads.
Thanks for your cooperation.
Click to expand...
Click to collapse
Closed