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Why is Google forcing advanced RMA's where they put a temporarily hold? Why cant it be that you send the device back they receive it and once it's cleared you get a replacement and you only get a advanced replacement if you ask for it or be presented the option to choose.
The email I was sent has the advanced replacement only with no other options!
Even if I return the device first and they say it's cleared and I click the order link there will still be a temporary charge! Why cant they update the link to be $0.00 to get a replacement and not ask for any card details? Before this happens they send you an email saying Good news your return was processed. Click here to receive your replacement free.
The policy is great for those who can put money on hold but what about those that cant or don't have the funds to back it. What. Are they forced to return the device to get a replacement?
They figure that everybody can put 200$ in funds on hold for a week with no other options expect to return it?
I also noticed that google isn't handling the returns. It appears SMS Infocom Corp is handling them out of Texas? What if they screw up and said that it's your fault so your charged for the new device?
Additional charges up to the full price of your device will be incurred if our service center determines that the damage to your original device isn’t covered under warranty. Prior to ordering your replacement and sending your device for inspection, please refer to the warranty card in the Nexus 7 packaging or visit www.asus.com for details on the ASUS limited warranty.
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Click to collapse
Then you have to dispute it with Google or file a charge back. Wonderful
Most businesses give you the two options. The standard one that I just mentioned or the advanced replacement if they offer it.
This is bull**** IMO not allowing both options and only the advanced replacement. Even the rep on the phone at google said it was crappy. I'm serious.
I do not have the 200$ in my account to back the temporary authorization
So do I have to return it for a refund to get a replacement?
Actually it is a great policy, well at least for those of us with credit cards that aren't maxed out.
I like not having to wait the additional time it takes to send the defective unit back before getting a replacement shipped out.
BamAlmighty said:
Actually it is a great policy, well at least for those of us with credit cards that aren't maxed out.
I like not having to wait the additional time it takes to send the defective unit back before getting a replacement shipped out.
Click to expand...
Click to collapse
Well that's the problem. It works for some people that are able to do so. What about the others that cant? Then it's horrible for those that cant.
Why didn't they have both options and give you the choice?
I'm still awaiting a email from Google about it.
Seems like I'm forced to return it for a refund to a replacement.
It is logistically easier to do it the way they are doing it... Quite different if you are dealing with a brick and mortar shop, just go in and exchange it. No risk of having extra hardware floating around.
As for having a third party company to deal with the returns is not all that unusual. A lot of companies do that.
Not sure how many people would buy a Nexus if their card(s) were maxed out.
Did you call Asus, see which options they have.
Sent from my Galaxy Nexus using Tapatalk 2
If they wanna hold another $249 from me that's fine. I also buy things when I know I have room on my credit card as well as my bank account.
krelvinaz said:
It is logistically easier to do it the way they are doing it... Quite different if you are dealing with a brick and mortar shop, just go in and exchange it. No risk of having extra hardware floating around.
As for having a third party company to deal with the returns is not all that unusual. A lot of companies do that.
Not sure how many people would buy a Nexus if their card(s) were maxed out.
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Click to collapse
Alot of people used bank accounts and not credit cards. Why are people getting the notion that everybody has a credit card they can use to back it?
See that's the problem. Makes it easier for them but harder for those who cant put a temporary charge.
rafa3L said:
Did you call Asus, see which options they have.
Sent from my Galaxy Nexus using Tapatalk 2
Click to expand...
Click to collapse
I could try that.
I'm tempted to just say screw it and keep it an deal with it due to the policy. If it breaks then deal with Asus down the road.
pclov3r said:
Alot of people used bank accounts and not credit cards. Why are people getting the notion that everybody has a credit card they can use to back it?
See that's the problem. Makes it easier for them but harder for those who cant put a temporary charge.
Click to expand...
Click to collapse
Debit cards are really handy, the merchant pretty much sees them as the same, but in fact they are not.
Debit card only deals with CASH in your bank. When it is put on hold that CASH is on hold. Credit cards put holds on available Credit, Not Cash unless you are using a pre-paid credit card which is really more like a Debit card.
You don't have the same protections buying with a Debit card as you do with a Credit card, the first being, they didn't get your CASH, they are only putting a hold on your Credit. If you can't afford the CASH, you shouldn't be using it.
krelvinaz said:
Debit cards are really handy, the merchant pretty much sees them as the same, but in fact they are not.
Debit card only deals with CASH in your bank. When it is put on hold that CASH is on hold. Credit cards put holds on available Credit, Not Cash unless you are using a pre-paid credit card which is really more like a Debit card.
You don't have the same protections buying with a Debit card as you do with a Credit card, the first being, they didn't get your CASH, they are only putting a hold on your Credit. If you can't afford the CASH, you shouldn't be using it.
Click to expand...
Click to collapse
Yeah. They figured everybody has a credit card or bank accounts with the cash to temporarily fund it?
Still BS imo that they don't have the other option. I may be forced to return it for refund or deal with it as is. I figured they would give you both options.
"If you can't afford the CASH, you shouldn't be using it." Yes, But what other options do I have? Google is giving you no other option it seems expect to return it for a refund or deal with ASUS. As i said even the google rep said this wasn't going to work for everybody!
I'm hoping they can do what I said in the first post and honestly I see no reason why they wouldn't unless there system doesn't work.
I'm awaiting another reply form upper Management i guess about this.
krelvinaz said:
Debit cards are really handy, the merchant pretty much sees them as the same, but in fact they are not.
Debit card only deals with CASH in your bank. When it is put on hold that CASH is on hold. Credit cards put holds on available Credit, Not Cash unless you are using a pre-paid credit card which is really more like a Debit card.
You don't have the same protections buying with a Debit card as you do with a Credit card, the first being, they didn't get your CASH, they are only putting a hold on your Credit. If you can't afford the CASH, you shouldn't be using it.
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Click to collapse
A strange elitist comment, so this guy paid in full for a tablet but in order to get a warranty replacement he should have calculated in double the price of the tablet, before he even purchased the tablet?
Went through the RMA process and it came off as Google was not quite sure how to handle advanced replacements, the whole emailing me a special link to buy a replacement tablet as it were. Was completely half ass'ed, they already have mine/our billing info why not just do anything with anyone's money after a tech has gave it once over
Sent from my Nexus 7 using Tapatalk 2
BrianDigital said:
A strange elitist comment, so this guy paid in full for a tablet but in order to get a warranty replacement he should have calculated in double the price of the tablet, before he even purchased the tablet?
Went through the RMA process and it came off as Google was not quite sure how to handle advanced replacements, the whole emailing me a special link to buy a replacement tablet as it were. Was completely half ass'ed, they already have mine/our billing info why not just do anything with anyone's money after a tech has gave it once over
Sent from my Nexus 7 using Tapatalk 2
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Thank you this is exactly my point.
This is going to probably be my first and only purchase for a google device form the google play store. Why is there no standard replacment like any normal company does such as Evga for example or a online retailers such as Amazon newegg etc.
What is up with the advanced link?
I hate to say it but my Dad just pointed out that something is shady about this only giving you this one option. What scares me the most is the following
"Additional charges up to the full price of your device will be incurred if our service center determines that the damage to your original device isn’t covered under warranty. Prior to ordering your replacement and sending your device for inspection, please refer to the warranty card in the Nexus 7 packaging or visit www.asus.com for details on the ASUS limited warranty."
pclov3r said:
Well that's the problem. It works for some people that are able to do so. What about the others that cant? Then it's horrible for those that cant.
Why didn't they have both options and give you the choice?
I'm still awaiting a email from Google about it.
Seems like I'm forced to return it for a refund to a replacement.
Click to expand...
Click to collapse
First, first world problem. Second, sounds like you don't have your priorities straight. 3rd life ain't easy. 4th if you don't like it complain to them and do business with companies that meet your needs. Last, owning a N7 is not a right you aren't entitled.
Sent from my DROID RAZR using Tapatalk 2
pclov3r said:
Thank you this is exactly my point.
This is going to probably be my first and only purchase for a google device form the google play store. Why is there no standard replacment like any normal company does such as Evga for example or a online retailers such as Amazon newegg etc.
What is up with the advanced link?
I hate to say it but my Dad just pointed out that something is shady about this only giving you this one option. What scares me the most is the following
"Additional charges up to the full price of your device will be incurred if our service center determines that the damage to your original device isn’t covered under warranty. Prior to ordering your replacement and sending your device for inspection, please refer to the warranty card in the Nexus 7 packaging or visit www.asus.com for details on the ASUS limited warranty."
Click to expand...
Click to collapse
I've never had to return my asus laptop and netbook to them since I have warranties with best buy but I really haven't heard a lot of good things with asus and their warranty. Personally that's why I'm sticking with google at the moment. My original was epic screen lift and I got replacement on friday and haven't hardly used it between friday and saturday due to work and it has a dead pixel and something is rattling around near the top. I'd rather have Google 2 day me a new one then wait god knows how long for asus.
pclov3r said:
Thank you this is exactly my point.
This is going to probably be my first and only purchase for a google device form the google play store. Why is there no standard replacment like any normal company does such as Evga for example or a online retailers such as Amazon newegg etc.
What is up with the advanced link?
I hate to say it but my Dad just pointed out that something is shady about this only giving you this one option. What scares me the most is the following
"Additional charges up to the full price of your device will be incurred if our service center determines that the damage to your original device isn’t covered under warranty. Prior to ordering your replacement and sending your device for inspection, please refer to the warranty card in the Nexus 7 packaging or visit www.asus.com for details on the ASUS limited warranty."
Click to expand...
Click to collapse
Ever hear of money orders., paying by cash as in waiting until you can walk into a store and buy one. You are wrong, there are many options starting with take your business elsewhere.
By the way I would be careful suggesting something is shady that is pretty much a common business practice.
Sent from my DROID RAZR using Tapatalk 2
So, if I have to RMA, I have to have an additional $199 for the tablet on a credit card? I thought the policy was for Google to try to take the additional money AFTER the amount of time has passed that they didn't receive the tablet back (21 days?).
It's going to be real tricky trying to keep $200 on a card... especially since bills and stuff usually take my card below $200 each month. But then again, I guess I can hope to have a flawless device
jrpbulk said:
By the way I would be careful suggesting something is shady that is pretty much a common business practice.
Click to expand...
Click to collapse
So it's common for businesses to force you to do an advanced replacement with no other options when 10 other businesses I've dealt with offer what I'm saying?
So in your option you should have double the cost of an item on your card before you buy it for this very reason?
Let me make it very clear
NOT EVERYBODY HAS A CREDIT CARD OR $200 IN EXTRA MONEY THEY CAN PUT ON HOLD FOR THE NEXT WEEK AND A HALF!!!
WHAT IS SO HARD TO UNDERSTAND ABOUT THAT
DO YOU BUY PRODUCTS AND SAY THAT YOU NEED DOUBLE THE AMOUNT ENCASE THE PRODUCT IS DEFECTIVE? NO!
SERIOUSLY!
espionage724 said:
So, if I have to RMA, I have to have an additional $199 for the tablet on a credit card? I thought the policy was for Google to try to take the additional money AFTER the amount of time has passed that they didn't receive the tablet back (21 days?).
It's going to be real tricky trying to keep $200 on a card... especially since bills and stuff usually take my card below $200 each month. But then again, I guess I can hope to have a flawless device
Click to expand...
Click to collapse
They're not "taking" your money. They're putting a temporary authorization of the amount of whatever account you're using for the replacement (such as a bank account, credit card, etc.) Once they receive the defective tablet within 21 days and make sure it's all good then they'll take that temp authorization off your account. But if it's not returned to them within the 21 days that's when I believe they can charge you.
This will explain it more too
https://play.google.com/about/device-terms.html
funkyboy1281 said:
They're not "taking" your money. They're putting a temporary authorization of the amount of whatever account you're using for the replacement (such as a bank account, credit card, etc.) Once they receive the defective tablet within 21 days and make sure it's all good then they'll take that temp authorization off your account. But if it's not returned to them within the 21 days that's when I believe they can charge you.
Click to expand...
Click to collapse
Yes, But the problem occurs when you don't have the extra money to put on hold.
pclov3r said:
Yes, But the problem occurs when you don't have the extra money to put on hold.
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Click to collapse
Yea well sorry to burst your bubble but the minute you ordered your tablet and an email was sent to you saying thank you for your purchase they provided the link to their devices support. So from that moment they laid out the whole process of how this would work. Now whether or not you read it well that was your choice but all that information was there and just didn't mysteriously show up.
https://play.google.com/about/device-terms.html
we are starting a twitter trend #wheresournexus4 to try to call enough attention to the fact that google hasnt shipped us our phones in a timely matter. Hopefully this will move them to get our phones to us sooner and prevent this from happening again. Surferdude73 has tweeted all the tech celebs and many have started to tweet and rt. remember there is a 100 rt limit per hour. Thanks for your help guys lets do this!
#whereisournexus4 12/4 going on right now
credit: whenbearsreign , surfersomething 69, dirtywhatever, doctor..., and some more people
dont blame me this is a satire thread: more info in the official play store thread if you want to discuss it with these guys
already been done from the original backorder... #wheresmynexus4
Limbo Land For Life!!!
#WhereismyNexus4
siloner said:
already been done from the original backorder... #wheresmynexus4
Limbo Land For Life!!!
Click to expand...
Click to collapse
Currently being done in the "[Official] Play Store orders & shipping thread!" as #WhereismyNexus4
It's in all the companies best interests to get as much stock out and sold as quickly as possible. I don't think they're withholding anything from you and I don't think tweeting about it will do any good.
If they go the other route and make it open for pre order people are going to complain that their pre order hasn't changed status.
It's a lose lose situation until they make more phones.
Sent from my Nexus 4
DarkRyoushii said:
It's in all the companies best interests to get as much stock out and sold as quickly as possible. I don't think they're withholding anything from you and I don't think tweeting about it will do any good.
If they go the other route and make it open for pre order people are going to complain that their pre order hasn't changed status.
It's a lose lose situation until they make more phones.
Sent from my Nexus 4
Click to expand...
Click to collapse
This is not about people who haven't gotten stock yet. My order for one has been stuck on pre-order since day one on the 13th. I got tired of it and went out and bought one outside of the play store. Now this ones gonna be a Xmas present but I can't seem to get my order jammed free. Every time I call they tell me nothing is wrong and Google wallet says the same. My order just seems to have been lost. Some people fully charged not just a pre-auth charge and still no tracking. Yet more on the 13th and 27th who got charged and got tracking but but there order seems to have just disappeared. Thank you for your time I'm not going to speak on this anymore here. My intentions are not to start any type or argument merely to help inform others of what has taken place to some. We are all the Google faithful.
Tweet people Tweet
#WhereismyNexus4
I can see the frustration but that's how the play pre-order system works. The same thing happened with my order for a nexus 7. Day one order, Nothing until it's shipped and no indication of it being anywhere until then. If the rep said there is nothing wrong I can guarantee that you'll get it when it's ready.
Sent from my Nexus 4
DarkRyoushii said:
I can see the frustration but that's how the play pre-order system works. The same thing happened with my order for a nexus 7. Day one order, Nothing until it's shipped and no indication of it being anywhere until then. If the rep said there is nothing wrong I can guarantee that you'll get it when it's ready.
Sent from my Nexus 4
Click to expand...
Click to collapse
The problem with this is myself, and a lot of people in the Play Store Order & Shipping thread, have been waiting since the 13th for our devices. This wasn't a pre-order, it was an actual launch. We have no idea where our devices are and people who ordered on the 27th, when the store re-launched, already have their devices. Some of those people have tracking numbers but no phone has been shipped. With the hashtag, we're trying to get attention from either Google or the media to get this resolved.
So a month ago I ordered a nexus 4 8gb. The next day my friend decided he wanted to sell he's nexus 4 8gb. He said he will sell it to me for 300$ instead of 372$ from the play store. Of course I bought it. I wanted to cancel my order so went on my Google wallet account to cancel it. Surprise it doesn't work. Take note that the phone hasn't shipped yet. I call them and I explain to them that I will like to cancel my order. The lady tells me that my order has been processed and she can't cancel. She than tells me I have to wait until it comes and wen
UPS arrives at my door to return it to the sender. I asked if this was a joke. I never in my life heard of that. If an item hasn't shipped yet isn't it easier to stop it before it leaves ? I didn't make a big story and did what she said. I was charged the 372$. Tracked with UPS and when it was near my house, called UPS and said that I refuse the order and that they may send it back to the sender. Perfect they sent it back. And it arrived back to them the Friday, *02/15/2013 at*9:30. I emailed them to know when they will refund me.
They said : If your package is unopened, Google will issue a refund to the card originally charged within 2 weeks.
I'm OK with that no problem.
2 weeks pass. I call them starting to get annoyed.
Now they changed the 2 weeks to 14 businesses days :banghead:
But in the first email they sent they clearly said 2 weeks if package was unopened.
"Thank you for contacting Google Play Hardware Support.
I understand your concern and frustration with the refund for the returned Nexus 4 device.
If your package is unopened, Google will issue a refund to the card originally charged for the order within 2 weeks.
If your package was opened, your returned device must first be inspected before determining the validity of the refund request. Results of the inspection will generally be available within 14 business days after your device is returned."
I remind you that my nexus 4 didn't even make it to my door. Emailed them and got the same message pasted again. Called them and wanted to talk to a supervisor. They said that 14 working days is their policies blabla and that they can't do anything for me.
I was really annoyed and decided to wait the 14 work days. Which was last Friday. I was supposed to get my refund, or at least it should appear on my Google wallet account, but again nothing.
Emailed them back and this is what they sent me back :
Hello,
Thank you for contacting Google. I've forwarded your case to a specialist to check on the status of your return. I do apologize for all of the hassle and I would definitely be frustrated were I in this situation, but rest assured I am going to do all I can to resolve the situation quickly for you.
In the meantime, if you come across any other information that you'd like to pass along, please feel free to reply to this email. Your responses will automatically go to the specialist working on your case.
Thanks again for your patience and understanding.
My regards,
Erin*
Google Play Support.
10 minutes later I got a new email :
Hello,
If your package is unopened, Google will issue a refund to the card originally charged for the order within 3-5*Business.
If your package was opened, your returned device must first be inspected before determining the validity of the refund request. Results of the inspection will generally be available within 14 business days after your device is returned.
If your refund has already been processed by Google, it may take a few business days for your account to reflect this. Please contact your bank directly if you would like additional details on receiving the funds from a processed refund.
You can always check to see if a refund has been processed by visiting https://wallet.google.com/
My regards,
Erin*
Google Play Support.
I think I am about to explode. Google customer is the worst customer service I ever had.
Now my question is: what to do next ?
Never buying a device from the Google store, NEVER.
/rant
Sent from my Nexus 4 using Tapatalk 2
Superpopsss said:
So a month ago I ordered a nexus 4 8gb. The next day my friend decided he wanted to sell he's nexus 4 8gb. He said he will sell it to me for 300$ instead of 372$ from the play store. Of course I bought it. I wanted to cancel my order so went on my Google wallet account to cancel it. Surprise it doesn't work. Take note that the phone hasn't shipped yet. I call them and I explain to them that I will like to cancel my order. The lady tells me that my order has been processed and she can't cancel. She than tells me I have to wait until it comes and wen
UPS arrives at my door to return it to the sender. I asked if this was a joke. I never in my life heard of that. If an item hasn't shipped yet isn't it easier to stop it before it leaves ? I didn't make a big story and did what she said. I was charged the 372$. Tracked with UPS and when it was near my house, called UPS and said that I refuse the order and that they may send it back to the sender. Perfect they sent it back. And it arrived back to them the Friday, *02/15/2013 at*9:30. I emailed them to know when they will refund me.
They said : If your package is unopened, Google will issue a refund to the card originally charged within 2 weeks.
I'm OK with that no problem.
2 weeks pass. I call them starting to get annoyed.
Now they changed the 2 weeks to 14 businesses days :banghead:
But in the first email they sent they clearly said 2 weeks if package was unopened.
"Thank you for contacting Google Play Hardware Support.
I understand your concern and frustration with the refund for the returned Nexus 4 device.
If your package is unopened, Google will issue a refund to the card originally charged for the order within 2 weeks.
If your package was opened, your returned device must first be inspected before determining the validity of the refund request. Results of the inspection will generally be available within 14 business days after your device is returned."
I remind you that my nexus 4 didn't even make it to my door. Emailed them and got the same message pasted again. Called them and wanted to talk to a supervisor. They said that 14 working days is their policies blabla and that they can't do anything for me.
I was really annoyed and decided to wait the 14 work days. Which was last Friday. I was supposed to get my refund, or at least it should appear on my Google wallet account, but again nothing.
Emailed them back and this is what they sent me back :
Hello,
Thank you for contacting Google. I've forwarded your case to a specialist to check on the status of your return. I do apologize for all of the hassle and I would definitely be frustrated were I in this situation, but rest assured I am going to do all I can to resolve the situation quickly for you.
In the meantime, if you come across any other information that you'd like to pass along, please feel free to reply to this email. Your responses will automatically go to the specialist working on your case.
Thanks again for your patience and understanding.
My regards,
Erin*
Google Play Support.
10 minutes later I got a new email :
Hello,
If your package is unopened, Google will issue a refund to the card originally charged for the order within 3-5*Business.
If your package was opened, your returned device must first be inspected before determining the validity of the refund request. Results of the inspection will generally be available within 14 business days after your device is returned.
If your refund has already been processed by Google, it may take a few business days for your account to reflect this. Please contact your bank directly if you would like additional details on receiving the funds from a processed refund.
You can always check to see if a refund has been processed by visiting https://wallet.google.com/
My regards,
Erin*
Google Play Support.
I think I am about to explode. Google customer is the worst customer service I ever had.
Now my question is: what to do next ?
Never buying a device from the Google store, NEVER.
/rant
Sent from my Nexus 4 using Tapatalk 2
Click to expand...
Click to collapse
First thing is that I always call when I need a customer service instead of sending e-mails. I think you can call them again, and ask why tyou still
haven't get the refund because it's already been 28 days. Call with friendly attitude will help you a lot although I know you are angry and
frustrated. If I'm a customer service support, and I have a customer angry at me for no reason ( since I'm not the one who will issue you a
refund...), I will probably mess up your order again, and make you even more frustrated....This is just my thought.
Good Luck.
I called 2 times and was very polite both times, but it still didn't help.
Sent from my Nexus 4 using Tapatalk 2
Superpopsss said:
I called 2 times and was very polite both times, but it still didn't help.
Sent from my Nexus 4 using Tapatalk 2
Click to expand...
Click to collapse
Then the ugly truth is that you still have to call them until you get your money back because "you want the money back". so you gotta do what you
gotta do....
Yeah, keep calling if you have to. I did the same thing on an RMA and got too busy at work to follow up, but never got my refund after a couple of months. By then I decided I wanted to try the device again, had to call a few times but I got it resolved. Not the same thing as getting a refund though.
IBTB
Sent from my Nexus 4 using xda premium
Hmmmm
Called them and they said they are having issues with their returns because they are using a new automated return service. It's been 26 working days and still not a single trace of a refund. I personally think it's a joke.
If any one has the same problems please let me know on G+: https://plus.google.com/113646711037636263033/posts
Sent from my Nexus 4 using Tapatalk 2
If they forewarded to a specialist, then it should be done soon....
I had to RMA my nexus 10 like 5 times so i had like 5 charges on my card for 399$, until it was forwarded to a "specialist" then they took all the charges off....
After my fifth RMA they just refunded my nexus 10... after having one since launch date...
So if you want a refund just keep doing RMA but don't order a new device? just kidding just kidding don't do it, it will not work
Ranting? IBL
In short, you bought something in error, and it's somebody else's fault.
#EPICFAIL
CrazyPeter said:
In short, you bought something in error, and it's somebody else's fault.
#EPICFAIL
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Click to collapse
yea dude you can't be complaining that much about it under your circumstances . . they're not going to steal your money .. if its the last $370 bucks you got be on them but besides that chillout we all know their whole online ordering/RMA/support is ****ty lol
icecicle said:
yea dude you can't be complaining that much about it under your circumstances . . they're not going to steal your money .. if its the last $370 bucks you got be on them but besides that chillout we all know their whole online ordering/RMA/support is ****ty lol
Click to expand...
Click to collapse
I dunno, so far so good with their support for me. I'm in the middle of an RMA for a Nexus 4 because it won't read any SIM cards (hmm perhaps jamming my old nano sized cut up non-sanded SIM into it half way to see if it would work out of curiosity was not a good idea) and I've had to call once, and send a few emails and they've been quick and polite so far.
I work in customer service too and unfortunately things can slip through the cracks. It's sad but when it happens it's very hard to get it back out. Usually when a rep finally is able to resolve your issue after a lot of BS, they'll provide some sort of credit or bonus to make you happy for having to put up with it, because it really isn't your fault. especially if you make it clear you've been very frustrated and inconvenienced. In this case, their response of "we're switching to a new system" sounds plausible. Just keep following up with them, and ask for a supervisor each time you call so some nice heavy duty supervisor notes get left on your ticket as it crawls its way through the system.
That's why I never returned the faulty device back cause after getting RMA device the money that Google holds until I send my faulty device back got expired and my bank put that money back to my account and never sent the faulty one back. Screw up Google
Sent from my Nexus 4 using xda premium
How did it cost you 372 for the 8 GB? Outside US? And I know your pain- as soon as you get charged the order is almost impossible to cancel.
Sent from my Nexus 4 using Tapatalk 2
Exactly why I got mine from TMO(obviously have to live in the US to do so). I was able to get my N4 16Gb for less than $200, got lucky and was able to get it on release for TMO. That unit had terrible light bleeding and received my replacement within 2 days of calling it in.
Before anyone says anything about a contract I have been with TMO for over 10 years, I have 3 lines and all have unlimited data 5GB and I pay less than $190 a month after all fees and taxes. So doing an upgrade does not bother me, plus they always help me out when I want a new phone.
big_b0sss said:
That's why I never returned the faulty device back cause after getting RMA device the money that Google holds until I send my faulty device back got expired and my bank put that money back to my account and never sent the faulty one back. Screw up Google
Sent from my Nexus 4 using xda premium
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I'd be careful. I'd be scared of google randomly coming after me for another $300+ charge to get that money back. probly just when the cell bill is due too!
matt0401 said:
I'd be careful. I'd be scared of google randomly coming after me for another $300+ charge to get that money back. probly just when the cell bill is due too!
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Well my friend told me the same thing but took a risk if they do charge me I'm gonna sell that phone for a cheap price but if they forget then happy days
Sent from my Nexus 4 using xda premium
saldebot said:
Exactly why I got mine from TMO(obviously have to live in the US to do so). I was able to get my N4 16Gb for less than $200, got lucky and was able to get it on release for TMO. That unit had terrible light bleeding and received my replacement within 2 days of calling it in.
Before anyone says anything about a contract I have been with TMO for over 10 years, I have 3 lines and all have unlimited data 5GB and I pay less than $190 a month after all fees and taxes. So doing an upgrade does not bother me, plus they always help me out when I want a new phone.
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I'm not trying to be that guy but since you were bragging about price... You could get straight talk tmobile service with same unlimited service for 3 lines 135 a month. Or if you don't talk much use the 30 dollar tmobile prepaid plan. But I have no problem if you choose your route. Just saying.
Sent from my Nexus 4 using Tapatalk 2
filthykid said:
Ranting? IBL
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You're not a mod. Shut the hell up.
To OP. I don't see anything out of the norm for a typical online retailer. You sound very impatient.
I'm not 100% sure if this is the correct thread, however given the nature that it is relevant to the general discussion of the Nexus 5 I'm going to post it in here anyway.
Do not shop at Carphone Warehouse UK
So I bought my Nexus 5 on release day from the Carphone Warehouse. I paid £295. When I got it home to my annoyance it wouldn't charge, no matter what I did it would not charge. I'm pretty experienced with phones and could tell it was a hardware error. I use my phone primarily for business, so being without a phone is completely a no-go for me. I took my Nexus 5 back to Carphone Warehouse on the assumption that they would just do a straight swap, however no they didn't have any stock in.. which is where my trouble started.
They offered me an alternative phone, they recommended the LG G2 as it only had a price difference of £150 and for some stupid reason, I went for it. The device I received was in an OPEN BOX (my mistake, I admit) that has had promotional stickers ripped off, however the phone inside was sealed, and so I assumed there was no issue. Got the phone home, start using it and discover that the phone is getting hot and crashing, this is as soon as I've got it out of the box.. so it's not like I've done anything to it or used it too much.
Anyway took it back to Carphone Warehouse the following day. By this point I was quite annoyed because the store that I purchased it from is a 60.8 Mile round trip. Due to my working hours I can't go to my local one, which closes at 5PM. The store I got the G2 from closes at 8PM, making it the only store I can get to that is open. I took the phone in and spoke to a lady on the Checkout about the issue and she said that an exchange was no problem and that more importantly, they had the Nexus 5 in stock. We initiated the exchange when she checked the IMEI. At this point she said she needed to speak to her manager. After around 5 minutes of waiting and her taking my phone in the back with her, she comes back and says to me 'I'm sorry Sir, we cannot exchange this phone as YOU have taken this phone and swapped it for an identical one with a different IMEI number. Our system shows you should have a different phone'
Quite astounded at what she had told me, I explained to her that I had only just purchased the phone the previous morning. She wouldn't have any of it and sent me away with an 0845 number to call to make a complaint. On the way home I called into another Carphone Warehouse store. I spoke to a lady who called Customer Services on behalf of me to find out how this issue could have occurred. To put it plain and simple, the IMEI on the box of the phone was the same as the one on the system, but the phone I had had an alien IMEI. After she spoke to Customer Services the lady told me that unfortunately they couldn't do anything from their store because, get this, the phone I had was being sent off for a repair. I would have to take it back to the original store, the same store that just fobbed me off, in order to get it exchanged. And this was head office that told me this!
The following day I spoke to customer services myself. I rung up and lodged a complaint because I believe the fact that I was accused of committing fraud but am also expected to drive 60 Miles to resolve a problem is disgusting. I spoke to a lady called Amy who "promised" me she would get to the bottom of this for me and resolve it. She told me that she could see from notes put on the account (presumably from the previous days call to cs) that the phone was a repair handset. She then spoke to the repairs team who confirmed they were waiting for the handset to arrive. She told me that she wouldn't be able to resolve the issue until she had spoken to the store I originally bought the handset from. She then "promised" to call me back as soon as she had spoken to them, or by 5PM the same day.
For records, this was on the 6th November.
5PM came, and no call. Because she called me on an 0800 number and wouldn't give me a number to contact her on, I was unable to call her myself. However the following morning (7th November) she called me and told me that she had still been unable to get in contact with the store in question and that she would definitely have this fixed for me by the evening and that she would call me back by 5PM. Well 5PM came and went, and there was no call. By this point I was extremely annoyed. The following morning there was no call either, so I called CPW on my mobile (which has charged me) and requested to speak to Amy. By this point it was on the third day of being without a working handset and nobody had really acknowledged there was an issue, or done anything to solve it. I actually managed to get put through to Amy who told me that she had still not been able to get through to the store, but that her manager was in in 20 minutes and she would call me back with a resolution to the issue. I asked her if she would 100% call me back, and she promised she would. 24 hours passed and no call.
So by this point I've been without a handset for 4 days, been sold a second hand one, promised that I will have a call from customer services to resolve it but haven't, and been accused of fraud. Getting quite angry at this point.
I allowed a few days to go by to see if Amy would get in contact with me, however by Monday 11th November she still hadn't. We took the phone to the Trafford Centre store which is still a good 25 miles away. We spoke to a very helpful gentleman in the Carphone Warehouse store who went to a lot of trouble for me. He spoke to head office who reiterated the fact that the phone was a repair handset and advised the gentleman to call the store I bought the phone from. He called the store and spoke to the manager. He confirmed that the IMEI on the box of the phone I had was in store, and that there had been a bit of a mess up and he was unsure of how it had happened. I was then told that unfortunately due to the circumstances of the issue I would have to drive to the other store, a further 10 miles, to initiate the exchange OR refund.
So finally just under a week of being without a phone and driving from my house to Manchester every other day the issue was resolved and I would be able to go back to a Nexus 5 or get a refund. Hell, wasn't I wrong.
On arrival at the store we spoke to the manager who told us we had two options, either swap the LG G2 for another LG G2, or get a cheaper handset. He couldn't offer us a refund because he would have to speak to customer services who were closed, and he wasn't prepared to knock the difference off a HTC One (£50) due to all the problems we had had. Furthermore the sim-free price of a Nexus 5 at Carphone is now £495, however they are not selling them sim-free at the moment! I was then told that I could have a refund, but I would have to come back the following day!! All this after driving probably in excess of 200 miles.
I felt backed into a corner and didn't really have a choice but to accept the G2. As I said earlier I need a handset for work and it's not an option for me to be without one.
I then spoke to the complaints department of Carphone Warehouse once again yesterday. I explained everything that I have just said in this post, and their reply:
"We do not offer refunds on any sim-free products, and the manager was wrong to tell you that we do. Because you accepted the G2 there is nothing we can do for you. You chose to drive there on your free will. Would you like me to raise your complaint against the store?"
:good: Not happy.
Carphone Warehouse's Policy
If something's not working properly, here's what to do
Pop into any Carphone Warehouse store with:
your product
all the accessories that came with it (including any free gifts)
Preferably its original packaging
proof of purchase
We'll take a look at it, and if we can't fix it there and then, you'll be eligible for a return, exchange or repair. You can find out more about our repairs service on our repairs page.
Lots of common phone problems can be fixed with a simple software update, which you can do yourself. Check out our page and see how.
So now I really do not know what to do. I have been left with a phone that I do not want and am considerably out of pocket due to fuel costs of driving to get the issue resolved. Help?
Never get upset with them, for starters. It's difficult, I know from extensive experience, but their hands are tied to within their policies and they won't want to help if you tell them off like they probably deserve.
This is how I've played these games and won countless times.
Politely calmly ask:
"So, there is nothing you can do?"
"No, I'm sorry sir, there isn't"
"What is your employee ID#, who is your superior, and how do I contact them? I'd like to pass on a good work for your efforts"
Rinse, repeat. Insist to pass to a superior. They'll tell you nobody can help. Tell them you feel like you deserve to hear it from their boss.
I once had a vp with Sprint (verified that they really were via background checks: on the phone with me to resolve an issue by asking "Well, if you can't help me, someone can approve this. Who can?"
Just keep climbing the ladder.
-No longer accidental, just Jeremy. F.cfb
[Guide] Headphone/Earphone Buying
That story has put me off buying from CPW for life. Thanks for sharing how they see fit to treat a customer who has spent hundreds of pounds in their store.
Sent from my Nexus 5 using Tapatalk
setspeed said:
That story has put me off buying from CPW for life. Thanks for sharing how they see fit to treat a customer who has spent hundreds of pounds in their store.
Sent from my Nexus 5 using Tapatalk
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I don't blame you, going to try my luck again later with their complaints department. I will update the thread. I think a lot of it depends on who you speak to as well, it's not necessarily speaking to a manager that matters, it's speaking to someone that can relate to your experience.
Good luck, I hope you end up with a decent resolution, but I fear that even if you were to get the phone you want, all the extra money you gave them and spent on petrol is lost. I really wanted an N5 on release day and I even went to my local CPW to take a look at them - thank God they weren't selling the 32GB because I would've bought it there and then. It might've taken a few days longer from Google, but at least I know they won't jerk me around if I have to return it (I returned my N4 last year because I didn't like it enough to keep it over my S3, no issues with refund at all).
Sent from my Nexus 5 using Tapatalk
I mentioned managers because sometimes the person you're speaking to doesn't have the power to make that decision on your behalf, and must go by policy. Someone in the chain, however, can choose to bypass policy. Talk to them if you don't get what you want (as long as it's realistic).
-No longer accidental, just Jeremy. F.cfb
[Guide] Headphone/Earphone Buying
jRi0T68 said:
I mentioned managers because sometimes the person you're speaking to doesn't have the power to make that decision on your behalf, and must go by policy. Someone in the chain, however, can choose to bypass policy. Talk to them if you don't get what you want (as long as it's realistic).
-No longer accidental, just Jeremy. F.cfb
[Guide] Headphone/Earphone Buying
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Oh no I completely agree with you there! Sorry I meant you multi-quote. I mean the gateway though, I believe a realistic demand is to have the Nexus 5 for £295 and a refund of £150 which I paid the difference on for my LG G2. This is fair, right?
I'd get yourself to citizens advice just to get something in writing and report them to trading standards - they're spinning you a line. No refunds on Sim Free?? Any product sold by a retailer in the UK is subject to the Sale of Goods act. You can return an item for a full refund if it's not as described, of satisfactory quality or fit for purpose. The rules don't just stop there but they're the basics
If you fancy a read and have some time: http://www.legislation.gov.uk/ukpga/1979/54
Edit - forgot to add, you're entitled to a full "cash" refund too, you don't have to accept store credit..
Cactus42 said:
I'd get yourself to citizens advice just to get something in writing and report them to trading standards - they're spinning you a line. No refunds on Sim Free?? Any product sold by a retailer in the UK is subject to the Sale of Goods act. You can return an item for a full refund if it's not as described, of satisfactory quality or fit for purpose. The rules don't just stop there but they're the basics
If you fancy a read and have some time: http://www.legislation.gov.uk/ukpga/1979/54
Edit - forgot to add, you're entitled to a full "cash" refund too, you don't have to accept store credit..
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Good advice here. I would also get the credit card company involved.
You did pay by credit card didn't you? If not, silly billy.
This is a good way of dragging someone else into the fray on your side and applying pressure on recalcitrant suppliers.
I got my N5 from CPW and i'm on my 3rd handset (which is no fault of CPW).
Each time i've taken it back they've been helpful and each time they've given me a new handset they've pulled the outer sleeve off to show it's a new and factory sealed box...
I suppose the service you get depends on which store you go to :/
Also i have to ask...
You got a sim free phone meaning you would have already had another working phone/sim?
Why didnt you just wait for the nexus 5 to get back into stock again? :/
Also looking at your sig...
Why didnt you stick with the Z1?
I'm not defending CPW as the issue you're having is tragic.
But at the same time you made numerous mistakes yourself and undoubtedly made things harder..for yourself.
The first being not waiting for the N5 to get back in stock again from that specific retailer or asking them to find a store where it was in stock and doing an exchange there.
The second, getting a phone you did NOT want and paying an EXTRA £150 for it. You do acknowledge this was an open box and you were still in a position to run the risk that it did not behave as intended. Which unfortunately it did.
Glad you got that IMEI stuff fixed, that was BS on their part. Handy Gentleman at trafford to the rescue! Oh yeah, Thirdly, you were wasting your time with Amy, She was clearly incompetent at her job, producing no results every time you waited for her and continued to wait for her again.
Driving up and down in excess of xx miles is another issue when you could have made the alternative and smarter decision of calling the individual store up. Each CPW store has a different phone number which you can find on the website. Only till you're guaranteed that you can have an exchange or whatever you had desired, you could have popped in. Had that particular store failed to assist you, you wouldn't have to drive back achieving nothing but wasted petrol.
Oh yeah, when you finally spoke to the manager, you conceded and accepted another LG G2, may I reiterate, as you said. A phone you did NOT want. So customer Service was closed but you still had the opportunity for a full refund. Again, why not wait till it was open. [I get it, driving issues but that shouldn't stop you if it causes more 'driving issues' later]
The issue is, you don't wait for things and you take the easiest most convenient option at the time but at the end of the day it's the one you don't like, so you wish-wash out of it and things become more complicated.
The IMEI was unfortunate and yes, incredibly annoying. But that got resolved. The faulty handset is by no means the direct fault of CPW. And you did have a choice in regards to accepting the G2, I really don't see how you're playing the victim card in this aspect with that. In terms of work, you could have used a temp phone in the mean time, nothing fancy, an old nokia could have done the job if you need to make calls. You already had a sim if I'm correct. I figure the refund for the Nexus 5 was not an option the moment you opted for the G2 as that phone supersedes the N5 in terms of pricing. I figure what you want now is a refund for the LG G2 and the Nexus 5 at the £295 pricepoint from CPW that it once had? I don't think that's a realistic expectation anymore mate. At best just accept the refund for the LG G2. The N5 window is gone.
An alternative If you still want the Nexus 5 would be selling your LG G2, boxed and unopen, I hope and buying a N5 at the play store.
Edit-
jaaystott said:
I believe a realistic demand is to have the Nexus 5 for £295 and a refund of £150 which I paid the difference on for my LG G2. This is fair, right?
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No, it isn't a realistic demand because once you bought the LG G2, that became a stand alone product independent from any attachment with the N5. Quite simply you have you're head attached to the idea that the Nexus 5 is your main phone from CPW and that the LG G2 is a temp / secondary / repair or whatever. Once you chose the G2, you made your bed, that's where all the concern now lies.
bleets said:
I got my N5 from CPW and i'm on my 3rd handset (which is no fault of CPW).
Each time i've taken it back they've been helpful and each time they've given me a new handset they've pulled the outer sleeve off to show it's a new and factory sealed box...
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Also, this is a clear example that the CPW system does not fail with returns. Ahhhhhhhhh Now I'm contradicting the first sentence in this post. But the problem does not lie with them completely as you make it out.
When you accept shipment you have 14 days to decide if you love the device, or make a return. Will there be restocking fees? Looking at Samsung's FAQ it appears the shipping back would be free...
Some of us feel neglected by Samsung and their "customer service"... question is, will you vote with your wallet or accept the failed shipping dates/service?
I received my phone and am testing it now . If I don't ABSOLUTELY love the One Thousand Dollar phone, I will send it back.
Is anyone canceling their order with no intent to purchase from another source? Sammy didn't keep their word will you refuse to purchase?
edit: I was frustrated, I apologize. message toned down
purchasedPhone said:
If you accept shipment you have 14 days to decide if you love the device. Will there be restocking fees? Looking at Samsungs FAQ it appears at least the shipping back for a return would be free...
Many of us have been abused and ignored by Samsung and their "customer service"... question is, will you vote with your wallet or let the company figuratively **** on you?
I plan to accept shipment and test the device for 7 days. If I don't ABSOLUTELY love the One Thousand Dollar phone, I will send it back.
Is anyone canceling thier order with no intent to purchase from another source? Sammy gave us the middle finger who can give it back?
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No idea what you are taking but please send me some, I also need to escape this world.
What on earth on you on about?
Ryland
haha, okay. I'll explain... I was speaking as an August order, many of us feel we got skipped or overlooked, because orders made after us were handled before ours.
Here is a great example, my device finally showed up today, and there was no sdcard in the box. Whenever the sdcard does ship I'll probably not get a 256 like the early shipments (that my phone should of been amoung). It could take two weeks to get my card while others who ordered after me already have the complete package, and a 256 card instead of a 128! This matters to me because I don't have a spare sdcard laying around and will actually use the one provided for the phone
Drama.. Can't see how your "answer" can justify what you said about them. Still have not received mine.. and.. I'm fine. They told me when it expected to ship. And...you can only speak for you...
Well I did participate in a now 160+ page thread and many others seemed upset. Anyway, what I know is that when I ordered they gave me a date, and failed to meet it. Customers are usually held responsible it would be nice if the manufacture was to.
When did you place your order? unlocked or carrier?
purchasedPhone said:
Well I did participate in a now 160+ page thread and many others seemed upset. Anyway, what I know is that when I ordered they gave me a date, and failed to meet it. Customers are usually held responsible it would be nice if the manufacture was to.
When did you place your order? unlocked or carrier?
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Samsung was giving out 256 cards? Guess 128 is a carrier promo?
No one knows why some customers received 256 cards but you can find mutiple posts about it (and photos) in these forums. @Zeblade yes perhaps dramatic, at least I managed not to cancel my orders like so many people!
double post, sorry everyone!