Just as a heads up to all the new Nexus owners, and to future owners: check for dead pixels, immediately and a few hours later. Just a few minutes ago, I had one rear its ugly head. Call Google and they'll do an advance replacement no questions asked.
Annoying, but hey.
aznxk3vi17 said:
Just as a heads up to all the new Nexus owners, and to future owners: check for dead pixels, immediately and a few hours later. Just a few minutes ago, I had one rear its ugly head. Call Google and they'll do an advance replacement no questions asked.
Annoying, but hey.
Click to expand...
Click to collapse
THX for letting us know man!
How many pixels officially call for replacement?
Sent from my Milestone X using Tapatalk 2
ogboot said:
How many pixels officially call for replacement?
Sent from my Milestone X using Tapatalk 2
Click to expand...
Click to collapse
I have only one and told Google the same; they are issuing a replacement.
So, 1, I guess.
aznxk3vi17 said:
I have only one and told Google the same; they are issuing a replacement.
So, 1, I guess.
Click to expand...
Click to collapse
That's good to know at least, thanks for the information.
It's not a nice situation, but at least they are taking ownership.
I think I found one. Thanks for the tip. It's so small though! Is it really worth it to request a replacement? I have no idea how the process works, but I'm not sure I want to deal with returning this one and waiting for a new one.
Phil Anselmo said:
I think I found one. Thanks for the tip. It's so small though! Is it really worth it to request a replacement? I have no idea how the process works, but I'm not sure I want to deal with returning this one and waiting for a new one.
Click to expand...
Click to collapse
Generally an "Advanced Replacement" Implies that they either cross ship, you a new one as soon as yours is in the mail, or they send you the box to ship the old one back when they send the new one out. Can't really speak to which way Google is doing it. But hopefully someone who's started the process can provide better details.
aznxk3vi17 said:
I have only one and told Google the same; they are issuing a replacement.
So, 1, I guess.
Click to expand...
Click to collapse
thanks for the heads up
RandomName7 said:
Generally an "Advanced Replacement" Implies that they either cross ship, you a new one as soon as yours is in the mail, or they send you the box to ship the old one back when they send the new one out. Can't really speak to which way Google is doing it. But hopefully someone who's started the process can provide better details.
Click to expand...
Click to collapse
With the N4, they would put a charge on your credit card while they send out the replacement. Then you put your phone in the replacement's box and ship back with the prepaid label. When they get it back they remove the charge. I believe the hold charge was $200.
How are you even spotting pixels, a magnifying glass? Lol
RandomName7 said:
Generally an "Advanced Replacement" Implies that they either cross ship, you a new one as soon as yours is in the mail, or they send you the box to ship the old one back when they send the new one out. Can't really speak to which way Google is doing it. But hopefully someone who's started the process can provide better details.
Click to expand...
Click to collapse
bozzykid said:
With the N4, they would put a charge on your credit card while they send out the replacement. Then you put your phone in the replacement's box and ship back with the prepaid label. When they get it back they remove the charge. I believe the hold charge was $200.
Click to expand...
Click to collapse
This is what they're doing, they give you a link to order a replacement where they place a hold charge on a card. They give you a pre-paid shipping label and tell me I'm free to ship the device back to them whenever and in the box it came in. So, I'll wait until I receive my replacement before shipping the defective device out.
hlaalu said:
How are you even spotting pixels, a magnifying glass? Lol
Click to expand...
Click to collapse
:cyclops: I have good eyes, lol. When I saw this thread I used a dead pixel locating app that simply shows solid colors on the screen. My dead pixel is located around the top right corner. The pixels are so small I can't really imagine how I'd ever notice a problem during any normal use.
You can unstick some pixels (not dead pixels) by re-energizing them through rapidly turning them on and off. There are apps on Google play that you can test and unstick (some) pixels, or you can return the phone.
Phil Anselmo said:
I think I found one. Thanks for the tip. It's so small though! Is it really worth it to request a replacement? I have no idea how the process works, but I'm not sure I want to deal with returning this one and waiting for a new one.
Click to expand...
Click to collapse
Then get an advance swap. Use the existing one for however many weeks it takes, and then send your original back after the new one arrives.
Might help to unlock the bootloader now, so that when it's time for the swap you can take a nandroid backup and preserve your app data. Relock and flash to stock after backing up and before you send it back in.
Update: all replacement orders are placed on the same queue as everyone else. My replacement device is set to leave the warehouse in 2-3 weeks, and according to my receipt, I have 21 days from the day my replacement order was placed to ship my defective device back to Google.
Conclusion? I'll be without a Nexus 5 for an undetermined amount of time. Luckily I still have my old HTC One, but this is something you'll want to know, especially if you don't have a backup device.
aznxk3vi17 said:
Update: all replacement orders are placed on the same queue as everyone else. My replacement device is set to leave the warehouse in 2-3 weeks, and according to my receipt, I have 21 days from the day my replacement order was placed to ship my defective device back to Google.
Conclusion? I'll be without a Nexus 5 for an undetermined amount of time. Luckily I still have my old HTC One, but this is something you'll want to know, especially if you don't have a backup device.
Click to expand...
Click to collapse
With the nexus 4 the 21 days didn't start until you received the replacement device. Know from personal experience as received a faulty N4 at launch and had to wait weeks for a replacement.
Sent from my Nexus 5 using XDA Premium 4 mobile app
ricey1986 said:
With the nexus 4 the 21 days didn't start until you received the replacement device. Know from personal experience as received a faulty N4 at launch and had to wait weeks for a replacement.
Sent from my Nexus 5 using XDA Premium 4 mobile app
Click to expand...
Click to collapse
That's what I thought, but I called to double check and the representative confirmed that the email wording is correct: it's 21 days from the day the replacement order is placed. Obviously I was miffed, but she told me there's nothing I can do and that the best she can advise is to wait as long as possible before sending out my defective phone.
Annoying.
Edit: I emailed the representative I spoke to last night for clarification. The woman on the phone today seemed to think what we all thought (that the 21 days starts from the day of receipt of the replacement), so perhaps there's some confusion as to the official modus operandi. I'll report back whenever he gets back to me.
aznxk3vi17 said:
That's what I thought, but I called to double check and the representative confirmed that the email wording is correct: it's 21 days from the day the replacement order is placed. Obviously I was miffed, but she told me there's nothing I can do and that the best she can advise is to wait as long as possible before sending out my defective phone.
Annoying.
Edit: I emailed the representative I spoke to last night for clarification. The woman on the phone today seemed to think what we all thought (that the 21 days starts from the day of receipt of the replacement), so perhaps there's some confusion as to the official modus operandi. I'll report back whenever he gets back to me.
Click to expand...
Click to collapse
I'd just cancel the replacement order and wait until they get more in stock before placing the replacement order again. Just a thought.
sn0warmy said:
I'd just cancel the replacement order and wait until they get more in stock before placing the replacement order again. Just a thought.
Click to expand...
Click to collapse
Normally I would consider doing something like this, but given Google's track record, I have no confidence that stock levels will be restored anytime soon. As I said before, luckily I have my HTC One to fall back on, but I'll still hold onto my 5 for a week. I was reading the defects thread and it seems people are getting RMA devices faster than those who order normally despite what the Play page tells.
aznxk3vi17 said:
That's what I thought, but I called to double check and the representative confirmed that the email wording is correct: it's 21 days from the day the replacement order is placed. Obviously I was miffed, but she told me there's nothing I can do and that the best she can advise is to wait as long as possible before sending out my defective phone.
Annoying.
Edit: I emailed the representative I spoke to last night for clarification. The woman on the phone today seemed to think what we all thought (that the 21 days starts from the day of receipt of the replacement), so perhaps there's some confusion as to the official modus operandi. I'll report back whenever he gets back to me.
Click to expand...
Click to collapse
With my Nexus 7 3G, it took over a week for the replacement to arrive and then I was out of town for two weeks before I could pick up the package as it missed delivery on the day of my flight out. By the time I sent it in, it was slightly beyond three weeks. I was never charged extra. I phoned Google to be sure, and they said that if they charge me and then end up receiving the device back after all, they will reverse the charge.
Related
So my replacement nexus 4 was suppose to be delivered on Monday. Around noon monday, I check the tracking which said it had been delivered...except I was home all morning and no package was delivered. I waited a few hours, figuring it was some kind of mistake with the tracking.
Then, I called UPS and they confirmed that it had been delivered at the stated time. I immediately called google and explained the situation. They were very understanding and started the process of disabling the lost device and issuing me a new one.
However, later that evening, my neighbour rang the bell and had the package in his hand....he had just come back from work and found it sitting at his front door (arghhh UPS ). At this point I hadn't yet received the e-mail from google with the link to order another replacement, so I figured I would call them to let them know that I had found the device. The rep told me that she would send the request to the department that handles lost/stolen device, but it was most likely already too late. She said she would keep me posted on the situation by e-mail.
Today, I still haven't received the e-mail with the link to order the new replacement, and the device is working fine (I assume if they disable it, it would lock me out or something). So I e-mailed the aforementioned rep and explained this to her. She e-mailed back saying that they had already disabled the device and given me a full refund, and that I would have to reorder the device...wtf On top of that she made no mention of returning this device (But I did go ahead and mail back the original phone today).
The phone is still working fine and my credit card doesn't show any refund (though this may be due to the fact that they haven't yet processed the refund....just my guess). Oh and still no e-mail to order the replacement, but I'm assuming since they are apparently issuing a refund, they expect me to place a whole new order?
What do you guys think? Is this just a big miscommunication between the various departments at google? Did they indeed stop the disabling of the device (which would explain why the device is still working)? But then why would the rep tell me I need to reorder the device. Man, this is just a big mess......and the funny part is, this device has the same earpiece buzzing problem for which I did the RMA lol.
Update: see post 14 on page 2
All the nexuses have buzzing earpieces. Its a feature
Sent from my Nexus 4 using Tapatalk 2
jaju123 said:
All the nexuses have buzzing earpieces. Its a feature
Sent from my Nexus 4 using Tapatalk 2
Click to expand...
Click to collapse
Only the first ones, all the new batches are fine...
CrazyPeter said:
Only the first ones, all the new batches are fine...
Click to expand...
Click to collapse
New batches = ordered on or after 27th?
now what does that mean disabling a device.... it aint usable... ?
CrazyPeter said:
Only the first ones, all the new batches are fine...
Click to expand...
Click to collapse
Are you saying newer ones don't give that hissing sound when idling (not in call)?
Sent from my Nexus 4 using Tapatalk 2
CrazyPeter said:
Only the first ones, all the new batches are fine...
Click to expand...
Click to collapse
Mine is from the Nov 13th batch of orders no buzzing in my ear piece. My neighbor ordered on the 7th and received it on Monday and it has a buzzing earpiece so I don't think that it has anything to do with what batch it came from.
Sent from my Nexus 4 using Tapatalk 2
yogeshmha said:
now what does that mean disabling a device.... it aint usable... ?
Click to expand...
Click to collapse
They said once they remote disable the device it will basically become a paperweight. I have no idea of exactly what they do. Can anyone shed some light on this? BTW phone still works.
Why would anyone hold up their phones to their ears when it is not on or even on a phone call??!
is this like the "if I shake my phone real hard, I can hear something rattling inside" complaint?
I can't believe you mailed the phone back before even receiving the e-mail with the link to get the next RMA unit. If I were you I would have kept the phone until it either stopped working or you placed the next RMA order and had the next replacement in hand.
Now who knows when you will get your hands on another N4. Looks like you are in a whole new limbo period.
zealtor said:
They said once they remote disable the device it will basically become a paperweight. I have no idea of exactly what they do. Can anyone shed some light on this? BTW phone still works.
Click to expand...
Click to collapse
I think what they do is void the ESN on the device rendering it unusable as a carrier cannot activate a bad ESN.
facetubespam said:
Why would anyone hold up their phones to their ears when it is not on or even on a phone call??!
is this like the "if I shake my phone real hard, I can hear something rattling inside" complaint?
Click to expand...
Click to collapse
I can clearly hear the buzzing while on a call on both the original and the replacement phone, and it's really annoying. Obviously if I could not hear it in a call, it would be a non-issue.
sn0warmy said:
I can't believe you mailed the phone back before even receiving the e-mail with the link to get the next RMA unit. If I were you I would have kept the phone until it either stopped working or you placed the next RMA order and had the next replacement in hand.
Now who knows when you will get your hands on another N4. Looks like you are in a whole new limbo period.
Click to expand...
Click to collapse
I mailed back the original phone that I ordered on Nov 13, not the replacement. The rep said that I had to mail back the original right away to avoid being charged for it. Like I said, the replacement phone is working fine (except for the buzz lol) and so far as I can tell, they have not "disabled" the device in any way yet. Even if they do, I have a perfectly fine HTC one S sitting here that I have no problem using.
Sucks man, sorry. I would've tried to keep that thing as long as I could. As far as the buzzing, seems like all these devices have a shielding or grounding issue which is causing the noise in the ear piece. My first phone which I got from TMobile (I love 30 day return policy ) had a pretty bad electrical/modem sound that was actually very distracting while in a call. The new device which I just received yesterday from El Goog doesn't have this defect, but does have the sound of an active earpiece at all times. Hardly an issue. The previous device sounded really bad over VOIP and calls never sounded as good as with the new one. Best to be patient and satisfied rather than hasty and regretful
Good luck man!!
Sent from my Brain
Update
So I just got an e-mail from another rep saying that they were able to stop the deactivation of the device. lol. No wonder why the phone has been working all along. I think I'm just going to sell the phone since I don't want to go through this whole RMA process again, and it does seem like this buzzing happens on all nexus 4s. I'll probably order one again once these issues have been worked out. In the mean time, I think I can get by just fine with the HTC one s that I picked up brand new for $100 last week
zealtor said:
So I just got an e-mail from another rep saying that they were able to stop the deactivation of the device. lol. No wonder why the phone has been working all along. I think I'm just going to sell the phone since I don't want to go through this whole RMA process again, and it does seem like this buzzing happens on all nexus 4s. I'll probably order one again once these issues have been worked out. In the mean time, I think I can get by just fine with the HTC one s that I picked up brand new for $100 last week
Click to expand...
Click to collapse
from themobileshop? lol
No earpiece buzzing on my N4
zealtor said:
So I just got an e-mail from another rep saying that they were able to stop the deactivation of the device. lol. No wonder why the phone has been working all along. I think I'm just going to sell the phone since I don't want to go through this whole RMA process again, and it does seem like this buzzing happens on all nexus 4s. I'll probably order one again once these issues have been worked out. In the mean time, I think I can get by just fine with the HTC one s that I picked up brand new for $100 last week
Click to expand...
Click to collapse
Brand new One S for $100? Off-contract?
Sent from my GT-I9000 using xda app-developers app
jacklebott said:
No earpiece buzzing on my N4
Click to expand...
Click to collapse
Same here so its not on all N4's
Sent from my Nexus 4 using Tapatalk 2
supersain08 said:
from themobileshop? lol
Click to expand...
Click to collapse
haha yeah, I was able to find two of them, one for me and one for my brother, just before the whole GTA pretty much went out of stock lol.
ed10000 said:
Brand new One S for $100? Off-contract?
Sent from my GT-I9000 using xda app-developers app
Click to expand...
Click to collapse
yes, it was a canadian deal. see here
Just FYI also, I have had no buzzing whatsoever. So it seems new batches may not suffer from this?
Hi all,
I imported a Z3 Compact from Handtec and received around 10/3 or so - so about 3 weeks ago. I noticed over the weekend that the magnetic charger wasn't charging my phone, and then after looking at it and playing with it a little bit, the magnetic charger was lifting a the charging section "module" out of the phone... and then it came out entirely. Looks like it's just glued in. I looked around and it looks like this is a semi-rare issue (as I had to look on z2 forums etc) and so probably a manufacturing thing. I contacted Handtec and they accepted a return, but with return type "repair". At this point I'd rather get a refund and order from Sony USA if I still intend to keep this phone. I saw the one page on returns on their website and it's pretty vague and mentions 14 days, but then after some googling I came across their terms and conditions that state that i have 30 days to return for a refund - can anyone with experience here confirm what's real here? I want to push the issue if I'm within my rights.
Thanks.
edit: i think i'm wrong - it looks like it's just 14 days. i guess i'll post a response if anything else changes here.
mohlsen8 said:
Hi all,
I imported a Z3 Compact from Handtec and received around 10/3 or so - so about 3 weeks ago. I noticed over the weekend that the magnetic charger wasn't charging my phone, and then after looking at it and playing with it a little bit, the magnetic charger was lifting a the charging section "module" out of the phone... and then it came out entirely. Looks like it's just glued in. I looked around and it looks like this is a semi-rare issue (as I had to look on z2 forums etc) and so probably a manufacturing thing. I contacted Handtec and they accepted a return, but with return type "repair". At this point I'd rather get a refund and order from Sony USA if I still intend to keep this phone. I saw the one page on returns on their website and it's pretty vague and mentions 14 days, but then after some googling I came across their terms and conditions that state that i have 30 days to return for a refund - can anyone with experience here confirm what's real here? I want to push the issue if I"m within my rights.
Thanks.
edit: i think i'm wrong - it looks like it's just 14 days. i guess i'll post a response if anything else changes here.
Click to expand...
Click to collapse
Sucks and is weird. Keep us posted. Contact Sony U.S. too and see if they will help....
Sent from my D5803
phositadc said:
Sucks and is weird. Keep us posted. Contact Sony U.S. too and see if they will help....
Sent from my D5803
Click to expand...
Click to collapse
I'm glad you mentioned trying Sony USA. Based on what I read, I thought they were just telling people who imported to go take a hike, so I wasn't even going to go there, but I just got off the phone with them and they gave me no issue whatsoever giving me an RMA. 14 business day turnaround time.. average time.. but whatever. It's better all around than dealing with shipping back to Handtec and having them ship to Sony.
mohlsen8 said:
I'm glad you mentioned trying Sony USA. Based on what I read, I thought they were just telling people who imported to go take a hike, so I wasn't even going to go there, but I just got off the phone with them and they gave me no issue whatsoever giving me an RMA. 14 business day turnaround time.. average time.. but whatever. It's better all around than dealing with shipping back to Handtec and having them ship to Sony.
Click to expand...
Click to collapse
Awesome good to know. I've seen 3 reports (including you) if people trying to get support from Sony U.S.A., and now 2 were successful.
Sent from my D5803
phositadc said:
Awesome good to know. I've seen 3 reports (including you) if people trying to get support from Sony U.S.A., and now 2 were successful.
Sent from my D5803
Click to expand...
Click to collapse
I never received my RMA info from Sony so I had to go into another chat with a rep. This one was a little more interested in location information. Sounds like everything is ok still but he added the below. Got the RMA email while on the phone with him.
"
Me: Ok. Then everything is set and I just follow those instructions? I think I just received the email
Agent: Yes, that is correct sir, don't you worry, but I need to clarify that since your phone is from UK, the service center does not have a time frame to return it back from repair becuase they could be requesting parts to the original market that the phone was made for
Me: Ok. Would it be much longer than a usual time frame?
Agent: Yes, that is correct, the regular time frame would be 14 business days but in this case it will be longer than that, we cannot specify how long
"
in case anyone cares, sony received phone on 10/30, logged it 10/31 (this is their "received" date), and shipped it back out to me on 11/04. looks pretty good now, so we'll see. there was zero communication throughout this. it would've been nice to know they received the phone, and also that they shipped it back - it sat with UPS for 2 extra days because they couldn't deliver and i didn't see the door tag. so i'd recommend anyone in my situation to follow-up with them frequently.
mohlsen8 said:
in case anyone cares, sony received phone on 10/30, logged it 10/31 (this is their "received" date), and shipped it back out to me on 11/04. looks pretty good now, so we'll see. there was zero communication throughout this. it would've been nice to know they received the phone, and also that they shipped it back - it sat with UPS for 2 extra days because they couldn't deliver and i didn't see the door tag. so i'd recommend anyone in my situation to follow-up with them frequently.
Click to expand...
Click to collapse
And the waiting continues. I sent it in with a SIM tray, and it was returned without one, making it unusable as a phone. Had to contact them, setup another RMA, was given another 14 business day turnaround time, all for them to send me the little black piece of plastic they removed when I sent my phone to them. This is all unbelievable. I've owned the phone for all of 4-5 weeks.
Either use Twitter or carpet bomb them via email
Sent from my D5803 using XDA Free mobile app
mohlsen8 said:
And the waiting continues. I sent it in with a SIM tray, and it was returned without one, making it unusable as a phone. Had to contact them, setup another RMA, was given another 14 business day turnaround time, all for them to send me the little black piece of plastic they removed when I sent my phone to them. This is all unbelievable. I've owned the phone for all of 4-5 weeks.
Click to expand...
Click to collapse
still ongoing. they stopped responding to my emails for the last 3 or 4 days. finally i got into a chat with them and really gave them an earful about how this should've been a simple, quick thing. the guy followed up with me after the chat and let me know that he received a tracking number that shows it was delivered already the night before. again, no communication there.
then i get the package, open it up and it's a Micro SIM tray.... not Nano SIM. you think they would know this. now I'm back to waiting for them to respond to me. this is a f*cking sh*tshow at this point.
mohlsen8 said:
still ongoing. they stopped responding to my emails for the last 3 or 4 days. finally i got into a chat with them and really gave them an earful about how this should've been a simple, quick thing. the guy followed up with me after the chat and let me know that he received a tracking number that shows it was delivered already the night before. again, no communication there.
then i get the package, open it up and it's a Micro SIM tray.... not Nano SIM. you think they would know this. now I'm back to waiting for them to respond to me. this is a f*cking sh*tshow at this point.
Click to expand...
Click to collapse
Oh my god, are you ****ing kidding?
Sent from my D5803 using XDA Free mobile app
tudork said:
Oh my god, are you ****ing kidding?
Sent from my D5803 using XDA Free mobile app
Click to expand...
Click to collapse
Nope. Figured I'd check in and update this again. It's been 43 days since I sent my phone in. About 30-35 days of looking at it as a paperweight on my desk. I spent a few weeks emailing and calling a few times a day. I was promised that a manager would call me back multiple times, but no one ever did. One day in the last week of November, I called at 9am, was promised a manager would call me back. No one did. Called at 2pm, the person on the phone set up a time for a manger to call me back - at 3. No one called. Called back at 4pm, and had someone say they were personally taking ownership of my case and convince me that they were going to do everything they could to help me, even gave me their name. Not like it helped when I emailed or called after that. I've been tweeting to Sony Support and Sony Xperia and they took my info but that was it really. Late last week a guy named Josh from Consumer Relations called me and said he was following up on a phone survey I took after one of my calls.. basically where I trashed Sony and their customer service and begged someone to call me. He told me he was having a SIM Tray overnighted to me. And he did... and actually, there were two UPS packages sent again (first time there were two of the same sent as well for some weird reason). Awesome... until I opened the packages and found Micro SIM Trays again. Even explaining this to him and how I needed Nano didn't get me anywhere. I don't have a direct number to this guy, the only number connects to a voicemail system where you leave a message, but anyway I called from the UPS parking lot and left a message and haven't heard from him yet. That was yesterday morning. I've received 4 Micro SIM Trays and have been blown off and ignored for going on 2 months soon. Now I guess I'm doing what I should've done a month ago - buy from China on Ebay.
F*ck you Sony. You f*cking suck, hard. And lost a customer. I hope my post helps someone else not deal with this complete bullsh*t. It gets tossed around a lot, but seriously, this is by far the worst customer service I've ever experienced. By far.
mohlsen8 said:
F*ck you Sony. You f*cking suck, hard. And lost a customer. I hope my post helps someone else not deal with this complete bullsh*t. It gets tossed around a lot, but seriously, this is by far the worst customer service I've ever experienced. By far.
Click to expand...
Click to collapse
You should post your experience with Sony to their facebook pages.
Peeveli said:
You should post your experience with Sony to their facebook pages.
Click to expand...
Click to collapse
Maybe, as yet another last ditch effort. They don't allow wall posts to be public, so who knows if they read them at all.
Edit: Yes, they are public. Nice. G+ is a nice public place too.
does anyone know of any sony email addresses i could use? i looked around, but they do as good a job hiding that stuff as they have for customer service for me. i sent a detailed account of my experience to [email protected] as well as posting on Sony Xperia's facebook page. i wish i had more email addresses to bombard.
Just keep it up, you will soon be able to open up a store selling micro sim trays. This is freaking unbelievable.
Sent from my D5803 using XDA Free mobile app
Wow, I am actually having the EXACT same problem.
Also preordered from Handtec, and was using a Magector adaptor from Amazon, and noticed that it stopped working some nights and that it was coming out.
I am so happy that Sony USA helped you, I was worried I was out of luck unless I was willing to send it back to the UK.
Gonna call them today and see if I can get mine fixed too!
Do you know if they sent you a different phone back or the same one?
Edit: Didn't see all the problems you were having with the sim car tray though.
Going to keep it when I send it back...
Alex2x3 said:
Wow, I am actually having the EXACT same problem.
Also preordered from Handtec, and was using a Magector adaptor from Amazon, and noticed that it stopped working some nights and that it was coming out.
I am so happy that Sony USA helped you, I was worried I was out of luck unless I was willing to send it back to the UK.
Gonna call them today and see if I can get mine fixed too!
Do you know if they sent you a different phone back or the same one?
Edit: Didn't see all the problems you were having with the sim car tray though.
Going to keep it when I send it back...
Click to expand...
Click to collapse
Yeah I had the same problem - the magnector adapter on amazon pulled the charging port out of my phone after 3 weeks of use. Definitely keep your SIM Tray!
My issue is actually resolved now as of today, 45 days into this mess. The Consumer Relations guy Josh eventually called me back around 3:30pm yesterday and said he was out of the office until then, and that he was going to call the service center because it seemed like they had a part number wrong - he was looking it up while on the phone with me and they had the part listed for all of the z models. Who knows if that's real because when he called back with the tracking number for a new overnight delivery, I could see the info had been sent to Fedex at 11:49am. So who knows. Especially because yesterday morning I typed up a huge detailed account of every interaction I've had with Sony since October and posted it on Facebook, G+, their consumer relations site, and the one email I found.
Anyway, I got the correct SIM tray this morning, so I'm just glad this is finally resolved. If it weren't for the SIM tray sh*tshow, I would've said this was great customer service. Phone was back in my hands in like a week and a half. And even after that, they sent me that first Micro SIM tray in like 4 or 5 days. But after that they were completely incompetent. F*ck you Sony.
To answer your questions, yes I got the same phone back. I had a tempered glass screen protector on it and it came back with it... but looks like it got some pretty hard pressure on the one corner because it's noticeably... different. Hard to describe. Like oily, if you press down hard on it you can see the impression.. it has a permanent impression across the triangular corner. Also I took a picture of the About Phone screen/IMEI before sending in to confirm.
In case you or someone else who is reading this could use it, here's all the other means of contacts I found:
[email protected]
-It doesn't look like they respond (or even check? I don't know). A lot of others saying the same thing, even though they're directed to email them at the forum site below.
http://community.sony.com/t5/Customer-Relations/bd-p/customer-relations
-This looks kind of helpful.. they at least have mods who seem to be responding and putting people in touch with people who can help them. Also great for a fun read on just how god awful their customer service really is.
Sony Xperia Customer Relations (866) 737-3366
-This dumps you into a generic voicemail. My guy's name was Josh, so I'd just say this message is for him, etc. This was how I was finally able to get this resolved.
mohlsen8 said:
Y
Anyway, I got the correct SIM tray this morning, so I'm just glad this is finally resolved. If it weren't for the SIM tray sh*tshow, I would've said this was great customer service. Phone was back in my hands in like a week and a half. And even after that, they sent me that first Micro SIM tray in like 4 or 5 days. But after that they were completely incompetent. F*ck you Sony.
To answer your questions, yes I got the same phone back. I had a tempered glass screen protector on it and it came back with it... but looks like it got some pretty hard pressure on the one corner because it's noticeably... different. Hard to describe. Like oily, if you press down hard on it you can see the impression.. it has a permanent impression across the triangular corner. Also I took a picture of the About Phone screen/IMEI before sending in to confirm.
.
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God damn, really seems like their customer service is ****ed.
Kinda scaring me from even dealing with them...
Do you think our magnetic ports were defective, as in are you going to keep using the magnetic charger?
I love the feature but don't want to **** up my port every month...
Did you call that number and leave a voice mail from the start, or should I start with their customer service number first?
Alex2x3 said:
God damn, really seems like their customer service is ****ed.
Kinda scaring me from even dealing with them...
Do you think our magnetic ports were defective, as in are you going to keep using the magnetic charger?
I love the feature but don't want to **** up my port every month...
Did you call that number and leave a voice mail from the start, or should I start with their customer service number first?
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Click to collapse
i'd probably go through official channels first. they seemed helpful enough when the problem was easy for them to tackle. not sure the people at the number would appreciate a cold call right away either. but hey, F 'em after my experience. that's why i posted it. most everyone I talked to at normal customer service was always nice. they just either lie, have too much on their plate, or both. josh at that number was nice and seemed to be pretty genuine and interested in getting my issue resolved.
i'm going to keep using the magnetic charger. i dunno, this is part of the reason i got the phone. i would've preferred qi, but this is a runner-up for me. no way am i taking off the port covers every day, they'll never last doing that. at least i don't think, never had a phone like this before.
but something to probably keep in mind is that the phone wasn't designed to be use with these third party chargers (so leave that out if sony asks, hah). the only magnetic charging things sony makes are the docks, i believe. there's no pulling and twisting with the magnets that i know i was doing before this happened. heck, i was using my phone here and there while it was charging.. moving it around like that had to put some pressure on it. i just never thought the thing would pop out like it did. i'm going to at least be more careful to not bother it while it's attached now.
good luck & god speed.
same issue
MagNector X2
The bottom of my screen is more yellow than the top so I'm having Moto RMA it. I was just wondering if anyone else had a similar issue. If I wasn't so freak'n picky I'd probably ignore it, but I use landscape a lot and I see it most on the keyboard when in landscape.
Did you ever get your replacement? I have uneven color issues as well, though I'm not sure if its worth the trouble of trying to exchange it.
Irish1842 said:
Did you ever get your replacement? I have uneven color issues as well, though I'm not sure if its worth the trouble of trying to exchange it.
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Curious as well. I'm thinking of re-purchasing now because I think some of the RMA replacement stock was bad batches (at least that's my hope) and the newer ones will have the screen issues sorted.
GOOD LUCK!!! My screen died (just went blank) over a week ago and I still do not have a new device. Moto's RMA and customer service has been the worst ever! I have been told "its shipping tomorrow" for a week now and still no device. The last rep I spoke with said they just do not have replacement devices to ship. I would advise you to keep the yellow screen until Moto has enough stock to ship devices.
jm700wx said:
GOOD LUCK!!! My screen died (just went blank) over a week ago and I still do not have a new device. Moto's RMA and customer service has been the worst ever! I have been told "its shipping tomorrow" for a week now and still no device. The last rep I spoke with said they just do not have replacement devices to ship. I would advise you to keep the yellow screen until Moto has enough stock to ship devices.
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I don't currently have one, as I returned the 3rd one I had (1st - bad vibration motor, 2nd/3rd bad uneven color tinting). So I'd have to order anew :/ Guess I should just wait until next year when they've got more stock and fix the screen issues.
jkc120 said:
I don't currently have one, as I returned the 3rd one I had (1st - bad vibration motor, 2nd/3rd bad uneven color tinting). So I'd have to order anew :/ Guess I should just wait until next year when they've got more stock and fix the screen issues.
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It's crazy. This is the first of about 20 android devices I have had that I have not done anything to. I had not even unlocked the bootloader yet and the screen craps out. I understand that stuff like this happens but the whole customer service part has been just awful. I was offered a refund but Moto said that would take 4 weeks??? How do you launch a device and not hold back some stock for warranty issues is beyond me? Thankfully I have a M8 GPE to hold me over.
jm700wx said:
It's crazy. This is the first of about 20 android devices I have had that I have not done anything to. I had not even unlocked the bootloader yet and the screen craps out. I understand that stuff like this happens but the whole customer service part has been just awful. I was offered a refund but Moto said that would take 4 weeks??? How do you launch a device and not hold back some stock for warranty issues is beyond me? Thankfully I have a M8 GPE to hold me over.
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I think google definitely held back stock for RMAs, as I had no issues getting a 1st and 2nd RMA (for a total of 2 devices after my initial purchase). The problem is they were all manufactured on 10/21 or earlier and had issues so while they had stock to replace them, but were replacing with questionable quality I guess?
I just spoke with customer service last night for RMA. My screen basically looks like a gradient from top left to bottom right. It goes from yellow into pinkish, they basically stated that the devices they are sending out are not technically new or refurbished (at this point). I'm assuming customer returns or defects with packaging. They basically are sending me one, placing a $500 hold and then releasing the hold once they receive my defective unit.
venturizhou said:
I just spoke with customer service last night for RMA. My screen basically looks like a gradient from top left to bottom right. It goes from yellow into pinkish, they basically stated that the devices they are sending out are not technically new or refurbished (at this point). I'm assuming customer returns or defects with packaging. They basically are sending me one, placing a $500 hold and then releasing the hold once they receive my defective unit.
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Curious to see how you make out with this. I am still waiting for my RMA'd device since 12/8. Spoke with someone at Moto this morning and they are shipping it today. I have heard that before and I will believe it when I see it. Still no shipping email as of 3:20 eastern time..... Their customer service has been horrible. Hope you have better luck. Keep us posted.
I decided to give it another shot today and ordered a new 32GB CW, hoping I was just unlucky with the 2/3 MB I had that had the pink vs. yellow non-uniform tinting. I know there's no data that indicates the color has anything to do with it, but I'm a superstitious type and hope ordering the white winds up with me getting a good screen haha
jkc120 said:
I decided to give it another shot today and ordered a new 32GB CW, hoping I was just unlucky with the 2/3 MB I had that had the pink vs. yellow non-uniform tinting. I know there's no data that indicates the color has anything to do with it, but I'm a superstitious type and hope ordering the white winds up with me getting a good screen haha
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Where did you order from? At this point I would have been better off ordering another and getting a refund on my first one...
jm700wx said:
Where did you order from? At this point I would have been better off ordering another and getting a refund on my first one...
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GPS. I already refunded my MB purchase and that and the two (attempted) RMAs show as cancelled on Google Wallet.
FYI, the replacements I got had "earlyish" manufacturing dates, so if the bad screens are a function of the date manufactured, RMA'ing now for this may not be a good idea (at least in my experience for the MB one, no idea about CW).
jkc120 said:
GPS. I already refunded my MB purchase and that and the two (attempted) RMAs show as cancelled on Google Wallet.
FYI, the replacements I got had "earlyish" manufacturing dates, so if the bad screens are a function of the date manufactured, RMA'ing now for this may not be a good idea (at least in my experience for the MB one, no idea about CW).
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I will keep you posted if I ever actually get a device. My original one was white. The screen was fine until it stopped working.
jm700wx said:
I will keep you posted if I ever actually get a device. My original one was white. The screen was fine until it stopped working.
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I guess that's one advantage to GPS. My 1st and 2nd RMA were shipped immediately, in one case the same day and I had the replacement the next day.
Well they sent me an ATT phone instead of t-mobile.. BUT the att doesnt have the issue. I'm hoping the correct device I get tomorrow will also be good.
Well my card was charged for $557 so I assume that they will be prompt in sending one out. It's not that big of a deal if it doesn't come in a hurry as long as one gets here without defects. I don't have to send in the defective one until my replacement gets here anyway.
I also have the uneven tint issue. I have been debating about a replacement. Not sure what to do.
tatoniss said:
I also have the uneven tint issue. I have been debating about a replacement. Not sure what to do.
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Well it depends on how much it bothers you. After spending $700 on a phone I do plan on getting a phone with a non defective screen. It's getting really annoying watching the colors go from warm to cool as I read from left to right.
venturizhou said:
Well it depends on how much it bothers you. After spending $700 on a phone I do plan on getting a phone with a non defective screen. It's getting really annoying watching the colors go from warm to cool as I read from left to right.
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Click to collapse
Agreed. I plan on keeping my phone for 2-3 years, so I need to make sure I'm completely happy with it. I just called Google to ask about having mine replaced. They said they're sending out a brand new unit, so we'll see how that one looks. I'll report back when I have it in hand.
My replacement came today. Its looks great. While my last phone had a little pink when at lowest brightness. This one has NONE.
I cracked my nexus 6 on the corner yesterday. I bumbled it while getting out of the car. I thought I saved it as I was able to handle it all the way down to about 2-3 inches from the ground but couldn't fight it off. It finally left my hand and dropped corner first onto the concrete. The tempered glass looks to be holding it together but it's a hideous sight so I plan on using my moto care to get it replaced. What's the process as I've never used it before.
Well so far this process has been a huge pain in the ass. I've been on the phone for about 1.5-2 hours. They can't find my IMEI number in the system.
first they asked me to email the receipt and they would call me back. I asked them why I couldn't just give them the order number of the phone, or the moto care contract number. They said they could do that. After that they still couldn't find my information so they had to escalate me. Once escalated they still couldn't find my information but they said to give them 24 hours.
I'll update more as the saga continues. So far NOT satisfied......
^^^ this is not encouraging to hear after purchasing MotoCare with my N6.
Hope it works out well for you! :fingers-crossed:
Been dealing with them for almost a month, have fun
Sent from my Nexus 6 using XDA Free mobile app
02840 said:
^^^ this is not encouraging to hear after purchasing MotoCare with my N6.
Hope it works out well for you! :fingers-crossed:
Click to expand...
Click to collapse
so far the update is that the IMEI is not in their system and they have to get it updated in their database properly. They said it could take them some time. Definitely does not sound promising. Thank god the phone is still functional. Perhaps you can be pro-active and get them to make sure your phone is in the system properly so when the time comes, replacing your device will be much easier.
biggiestuff said:
so far the update is that the IMEI is not in their system and they have to get it updated in their database properly. They said it could take them some time. Definitely does not sound promising. Thank god the phone is still functional. Perhaps you can be pro-active and get them to make sure your phone is in the system properly so when the time comes, replacing your device will be much easier.
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Click to collapse
Which is hilarious because they sold you the device and I'm pretty sure require the IMEI to purchase moto care. I had the same problem on 2 separate devices from them. Make sure they transfer your moto care to your replacement as well (they won't).
Sent from my Nexus 6 using XDA Free mobile app
biggiestuff said:
so far the update is that the IMEI is not in their system and they have to get it updated in their database properly. They said it could take them some time. Definitely does not sound promising. Thank god the phone is still functional. Perhaps you can be pro-active and get them to make sure your phone is in the system properly so when the time comes, replacing your device will be much easier.
Click to expand...
Click to collapse
Thanks for the update. Would've been nice to hear better things. Maybe posting to their Twitter account will get more action, and more attention, once it's out there for more then just the community here to see.
I did check my Certificate of Coverage that was emailed after Moto Care purchase and my IMEI is listed as "Serial Number". A call to them to confirm might be a good idea.
02840 said:
Thanks for the update. Would've been nice to hear better things. Maybe posting to their Twitter account will get more action, and more attention, once it's out there for more then just the community here to see.
I did check my Certificate of Coverage that was emailed after Moto Care purchase and my IMEI is listed as "Serial Number". A call to them to confirm might be a good idea.
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Click to collapse
Looks like they got everything squared away. Hopefully they got the right phone coming to me. I'll be pissed if they mistakenly send me a blue 32gb. They said replacement should be here 4-5 business days.
biggiestuff said:
Looks like they got everything squared away. Hopefully they got the right phone coming to me. I'll be pissed if they mistakenly send me a blue 32gb. They said replacement should be here 4-5 business days.
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Wouldn't want to even think about that. I waited very patiently for my white 64gb, I'd be rather disheartened if they messed up the replacement. Glad to hear it sounds like it's all good, for now... fingers crossed that the worse is over for you.
02840 said:
Wouldn't want to even think about that. I waited very patiently for my white 64gb, I'd be rather disheartened if they messed up the replacement. Glad to hear it sounds like it's all good, for now... fingers crossed that the worse is over for you.
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Thanks, my recommendation to everyone with moto care is to be proactive and make sure your phones are in the system properly so when the time comes everything is smooth.
My experience was totally painless with motocare.
I purchased my n6 off of Craigslist. When I got home, I dropped my phone on the tile floor and cracked the screen. I signed up for motocare, and within 12 hours I got an email conformation everything was set up.
I started a claim online, and a new phone was shipped overnight to me.
I packaged up my old phone and overnighted it back to Motorola.
nmarietta said:
My experience was totally painless with motocare.
I purchased my n6 off of Craigslist. When I got home, I dropped my phone on the tile floor and cracked the screen. I signed up for motocare, and within 12 hours I got an email conformation everything was set up.
I started a claim online, and a new phone was shipped overnight to me.
I packaged up my old phone and overnighted it back to Motorola.
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Click to collapse
Did you get a brand new phone with accessories? I just received my replacment phone and just the phone came in a bubble wrap package. no screen film on the front or the camera. There are minute (very very small) grooves on the bottom of the phone. You can't see them but you can feel them. These don't exist on my previous phone. For some reason I expected a brand new phone when using moto care
biggiestuff said:
Did you get a brand new phone with accessories? I just received my replacment phone and just the phone came in a bubble wrap package. no screen film on the front or the camera. There are minute (very very small) grooves on the bottom of the phone. You can't see them but you can feel them. These don't exist on my previous phone. For some reason I expected a brand new phone when using moto care
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Click to collapse
I believe the phone I received was refurbished. It did not have any film on the screen. However it came in a new box with the paperwork and fast charger.
I'm here because I don't know what else to do.
I ordered a Pixel 7 from the official Google Store on October the 7th, received the phone on the 15th, and discovered right away that the rear cameras aren't working. I tried everything but it was clear it was a hardware issue. I called Google Support. They went through many steps to try and fix the issue but nothing worked. So I was prompted to get a replacement device. I sent my phone back on the same day with UPS, and 2 days later the phone reached its destination (I have a proof of delivery). And since then I got complete silence from Google.
I already talked to them twice, inquiring about the whereabouts of my replacement device, or the whole replacement process, but I got nothing. My RMA status page on the Google Store website is empty, doesn't show my returned phone nor my replacement device. Yesterday I went through the 3rd phone call with Google, was told that my case will be handled by the Pixel management team or so, and that I should hang up and wait for an answer from them later.
I just left off the chat with Google Support again. They told me that another agent is already working on the issue and that I should check my email. I haven't received any emails, of course.
It's been more than 2 weeks since I placed my order for this phone. Is this what I get for ordering their new device on the announcement day? And what other steps can I take in order to get my replacement device?
Same case than you but the problem was bubles beetween frame and screen.waiting for a solution.
1 week and no new notice.
i think someone is stealing packages or something between destination and the store or something.This is not normal...
Ivixmax said:
Same case than you but the problem was bubles beetween frame and screen.waiting for a solution.
1 week and no new notice.
i think someone is stealing packages or something between destination and the store or something.This is not normal...
Click to expand...
Click to collapse
May I ask where do you live? I'm in Germany and I've read on German forums a few successful RMA processes, but I have no idea why this is happening. If it's really stealing then it's not the customer'd fault, is it?
I am waiting on a full refund from Google for the Pixel 7 I had to send back with a dead screen.
They actually received the phone back within 24 hours but despite them having the phone back there has been a deafening silence for 5 days now.
Keith W said:
I am waiting on a full refund from Google for the Pixel 7 I had to send back with a dead screen.
They actually received the phone back within 24 hours but despite them having the phone back there has been a deafening silence for 5 days now.
Click to expand...
Click to collapse
I'm sorry about that. I hope you get your money back as soon as possible.
SharifOthman said:
May I ask where do you live? I'm in Germany and I've read on German forums a few successful RMA processes, but I have no idea why this is happening. If it's really stealing then it's not the customer'd fault, is i
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Click to collapse
i am from Spain.and the phone was returned to Poland i think
Ivixmax said:
i am from Spain.and the phone was returned to Poland i think
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Click to collapse
My phone was also returned from Germany to Poland.
Wow that's interesting cos Pixel is officially not released in Poland. That's why I ordered mine on Amazon Germany
forever_lol said:
Wow that's interesting cos Pixel is officially not released in Poland. That's why I ordered mine on Amazon Germany
Click to expand...
Click to collapse
Now I wish I had done this :/
Still no refund and Google support has been of no support.
I have called them twice now in as many days chasing this up, spend ages on hold whilst they "check things" only to then be told it has been escalated to a higher tier of support and they will email within the day and to wait until I get the email - I have heard that line twice now in as many days.
I have told them if they have mislaid the phone or it has gone walkabout then that is not my problem - I have signed proof they got it back
Keith W said:
Still no refund and Google support has been of no support.
I have called them twice now in as many days chasing this up, spend ages on hold whilst they "check things" only to then be told it has been escalated to a higher tier of support and they will email within the day and to wait until I get the email - I have heard that line twice now in as many days.
I have told them if they have mislaid the phone or it has gone walkabout then that is not my problem - I have signed proof they got it back
Click to expand...
Click to collapse
Get the credit card company involved see what they say,
Be careful disputing the charges. Google has deactivated the associated account of people that have done that in the past. Everything just goes poof.
Use that as a last resort.
Hit up @MadeByGoogle on Twitter. They will engage you via DM. I have had good luck with that method.
TonikJDK said:
Hit up @MadeByGoogle on Twitter. They will engage you via DM. I have had good luck with that method.
Click to expand...
Click to collapse
I have actually been doing that today and they are just as useless.
First they tried to send me back to phone support after I told them I had tried that twice already
Then they asked me to send the details over via DM only for them to then tell me the same as phone support "We have escalated to one of our specialists who will investigate and be in touch via email" - no one gets in touch, no emails, nothing.
Totally useless.
Finally google returns me the money today.15 days to finish the nightmare.So patetic
Ivixmax said:
Finally google returns me the money today.15 days to finish the nightmare.So patetic
Click to expand...
Click to collapse
Good to hear you finally got your money back.
It should not have taken that long though.
Keith W said:
Good to hear you finally got your money back.
It should not have taken that long though.
Click to expand...
Click to collapse
Google store has notoriously terrible support. Just the other day they literally told me to go take my business elsewhere because I wanted to get a pixel 7 pro.
A friend of mine once ordered a pixel phone and he got a pixel box with no phone in it. He spent hours trying to prove it and work it out, the shipping weight was off so there was hard of it and right there, but Google refused to do anything. Lost a customer for life over that.
Just a general FYI, if you RMA anything with almost any company using the device's warranty, the replacement is "refurbished” i.e not brand new.
bobbarker2 said:
Google store has notoriously terrible support. Just the other day they literally told me to go take my business elsewhere because I wanted to get a pixel 7 pro.
A friend of mine once ordered a pixel phone and he got a pixel box with no phone in it. He spent hours trying to prove it and work it out, the shipping weight was off so there was hard of it and right there, but Google refused to do anything. Lost a customer for life over that.
Just a general FYI, if you RMA anything with almost any company using the device's warranty, the replacement is "refurbished” i.e not brand new.
Click to expand...
Click to collapse
Yes I had that happen before with them trying to fob me off with a refurb in exchange for a phone which was just weeks old.
This time I told them I just wanted a full refund as I only had the phone 3 days before the screen up and died on me.
I had issues with the P6 and now issues with the P7
This whole thing has left a real bad taste in my mouth and I can not see my self buying another Google product again after this.
Keith W said:
Yes I had that happen before with them trying to fob me off with a refurb in exchange for a phone which was just weeks old.
This time I told them I just wanted a full refund as I only had the phone 3 days before the screen up and died on me.
I had issues with the P6 and now issues with the P7
This whole thing has left a real bad taste in my mouth and I can not see my self buying another Google product again after this.
Click to expand...
Click to collapse
Yep, the only reason I bought my phone through Google was the store credit + Google One 10% and even then I was crossing my fingers hoping nothing was wrong with it because I know first hand and second hand what a nightmare it is to deal with their Store support. I think the phrase "Too Big to Care" applies to Google.
I could have gone to Best Buy and gotten a $200 credit there (same phone trade in value offered as Google Store) and in retrospect, I probably should have done that since Google Store only offers overpriced accessories ($90 for a Wireless stand charger!?)
Ivixmax said:
Finally google returns me the money today.15 days to finish the nightmare.So patetic
Click to expand...
Click to collapse
Let me get this right. You sent the phone back on 15th and it took 2 days to ship (17th?). And you got your money back 25th? Which means your phone was in support center for just over a week?
For me this is totally normal, never got my phone back in one week if it needed maintenance.
And I know that Google can be a piece of fieces, I've fought with them about my Pixel 3 for 5 months. That was long. Week? Nah bro, you're fine.
Finneri said:
Let me get this right. You sent the phone back on 15th and it took 2 days to ship (17th?). And you got your money back 25th? Which means your phone was in support center for just over a week?
For me this is totally normal, never got my phone back in one week if it needed maintenance.
And I know that Google can be a piece of fieces, I've fought with them about my Pixel 3 for 5 months. That was long. Week? Nah bro, you're fine.
Click to expand...
Click to collapse
No.no and no