I purchased 2 Nexus 7's, one for myself and one for my father. My father's tablet has screen separation and he is afraid to exchange it. My tablet had a chipped bezel. I exchanged the tablet for a string of 6 defective Nexus 7's all with light bleed and dead pixels. Today, I called to process my RMA and the supervisor Cameron, told me that they will not process any more RMAs on my account and to please mail back my units.
I just want to inform anybody who is in the RMA process that Google will pull this move on you. I have been nothing but courteous to the reps, I have been patient with the RMA process and Google has written me off as a customer. I am sure some people are satisfied with their Nexus 7's, however that is not the point of my post. It is to inform potential customers of the systemic quality issues plaguing this product and Google's unwillingness to rectify the issue.
BBB complaint to follow. Also, everybody please visit Google Co-Founder Sergey Brin's Google+ page and send him an email detailing your experience with your Nexus 7:
https://plus.google.com/109813896768294978296/posts
Anakin_SW said:
I purchased 2 Nexus 7's, one for myself and one for my father. My father's tablet has screen separation and he is afraid to exchange it. My tablet had a chipped bezel. I exchanged the tablet for a string of 6 defective Nexus 7's all with light bleed and dead pixels. Today, I called to process my RMA and the supervisor Cameron, told me that they will not process any more RMAs on my account and to please mail back my units.
I just want to inform anybody who is in the RMA process that Google will pull this move on you. I have been nothing but courteous to the reps, I have been patient with the RMA process and Google has written me off as a customer. I am sure some people are satisfied with their Nexus 7's, however that is not the point of my post. It is to inform potential customers of the systemic quality issues plaguing this product and Google's unwillingness to rectify the issue.
BBB complaint to follow. Also, everybody please visit Google Co-Founder Sergey Brin's Google+ page and send him an email detailing your experience with your Nexus 7:
https://plus.google.com/109813896768294978296/posts
Click to expand...
Click to collapse
Good to know, but as long as they offer a full refund I see no problem with this.
I gave up on replacements and asked for a refund after my third unit, so don't mistake my tone. It just seems like a reasonable way to cut their losses.
Anakin_SW said:
I purchased 2 Nexus 7's, one for myself and one for my father. My father's tablet has screen separation and he is afraid to exchange it. My tablet had a chipped bezel. I exchanged the tablet for a string of 6 defective Nexus 7's all with light bleed and dead pixels. Today, I called to process my RMA and the supervisor Cameron, told me that they will not process any more RMAs on my account and to please mail back my units.
I just want to inform anybody who is in the RMA process that Google will pull this move on you. I have been nothing but courteous to the reps, I have been patient with the RMA process and Google has written me off as a customer. I am sure some people are satisfied with their Nexus 7's, however that is not the point of my post. It is to inform potential customers of the systemic quality issues plaguing this product and Google's unwillingness to rectify the issue.
BBB complaint to follow. Also, everybody please visit Google Co-Founder Sergey Brin's Google+ page and send him an email detailing your experience with your Nexus 7:
https://plus.google.com/109813896768294978296/posts
Click to expand...
Click to collapse
That really sucks. You were trying their product, and you obviously liked it and wanted a good one.
Google is really pushing away some of us customers with this fiasco.
I think it's amazing you got 7 different nexuses (nexi?) with no questions asked. Perhaps they think you are too hard too please so they are giving up. Some people get multiple devices and are content with them because they have no issues, you got 7 and saw issues with all of them. Luck of the draw I guess. The odds are crazy that you got that many messed up ones. How many other companies would easily do 7 replacements.
durangatang said:
I think it's amazing you got 7 different nexuses (nexi?) with no questions asked. Perhaps they think you are too hard too please so they are giving up. Some people get multiple devices and are content with them because they have no issues, you got 7 and saw issues with all of them. Luck of the draw I guess. The odds are crazy that you got that many messed up ones. How many other companies would easily do 7 replacements.
Click to expand...
Click to collapse
Well, and this is not a rant. I was very patient and offered them options such as running a quality assurance on a tablet prior to shipping or even repairing any of my tablets by replacing the LCD. They continuously told me that they'd contact me and never did and even getting RMAs was difficult as near the end they kept "Misplacing my CSSN". They really have been playing games and I was a huge fan of Google. Disappointing.
I knew this OP looked familiar. This is the same person that trashed Google when he didn't get his N7 pre order on launch day. It is also the same person that told others to refuse their shipments and called Google demanding a free case and free shipping because he didn't get his N7 fast enough. Now he claims he got 7 defective N7's.
Sent from my DROID RAZR using xda premium
just lou said:
I knew this OP looked familiar. This is the same person that trashed Google when he didn't get his N7 pre order on launch day. It is also the same person that told others to refuse their shipments and called Google demanding a free case and free shipping because he didn't get his N7 fast enough. Now he claims he got 7 defective N7's.
Sent from my DROID RAZR using xda premium
Click to expand...
Click to collapse
Good memory! I ended up accepting the tablets because one was a gift for my father and they were sold out everywhere and it's difficult to take a gift back after it's been promised. However, while it's clever that you're trying to attack my character and mitigate my experience, each instance is unrelated, though caused by the same issue, which is Google's treatment of their customers.
I'm surprised this is the first time I've heard this. But I think Google is being completely reasonable by cutting off people with excessive RMAs. Obviously after 6 or 7 returns on a device they aren't making money off of already, they are deep in the hole with you as a customer and will never make it back on whatever apps and content you might have purchased.
I agree it sucks that the device isn't perfect. But 6 RMA in a month, too much. Maybe after the 2nd or 3rd RMA you should have stopped, lived with the raised glass or whatever, and given ASUS more time to address their manufacturing process, then try another RMA later. That is what I'm doing anyway, I had my 2 RMAs in July, still not completely happy, but it's usable and I'm just patiently waiting for things to get better (sounds like we are almost there).
Anakin_SW said:
Good memory! I ended up accepting the tablets because one was a gift for my father and they were sold out everywhere and it's difficult to take a gift back after it's been promised. However, while it's clever that you're trying to attack my character and mitigate my experience, each instance is unrelated, though caused by the same issue, which is Google's treatment of their customers.
Click to expand...
Click to collapse
Your posting history and claims speak for themselves. Nuff said.
Sent from my DROID RAZR using xda premium
just lou said:
I knew this OP looked familiar. This is the same person that trashed Google when he didn't get his N7 pre order on launch day. It is also the same person that told others to refuse their shipments and called Google demanding a free case and free shipping because he didn't get his N7 fast enough. Now he claims he got 7 defective N7's.
Sent from my DROID RAZR using xda premium
Click to expand...
Click to collapse
Imagine if he cashed in on all 7 google play 25$ GC, thats 175!
I'd have cut you off at three. I think most people who have experiences running or managing businesses would say the same. At some point, you have to cut the losses. i cant see why youre surprised, youre lucky as hell to have gotten 7 without being billed for google's time and effort in my opinion. But with googles resources i can understand them being so generous.
Just lou said nothing about it being related, he was just pointing out the kind of attitude and the outlook you so often have. He only stated the facts in his post and wasn't just throwing around rumors or opinions.
I'm really sorry that you got a defective Nexus 7. I understand you being upset with google about a defective product. But it makes no sense that you've had a company send you 7 devices, not charge you anything extra, and offer you a full refund when you still weren't happy, and you have a snotty attitude. It just screams of entitlement.
You're entitled to use your own money and go buy another device, or use a typewriter. Entitled to a dozen devices, and google paying for all of the labor it takes to send you those, do the paperwork, legwork, shipping, and any other costs, just because you aren't happy with the first one or a full refund, in my opinion you certainly are not.
I think in the case of 7 accepted RMA's, it should be the shareholders getting onto google, not you complaining about them.
There are plenty of people on the XDA who have exchanged several, five or more Nexus 7's for similar reasons. I don't think it's that surprising that bum products are exchanged. But you're entitled to your opinions.
just lou said:
I knew this OP looked familiar. This is the same person that trashed Google when he didn't get his N7 pre order on launch day. It is also the same person that told others to refuse their shipments and called Google demanding a free case and free shipping because he didn't get his N7 fast enough. Now he claims he got 7 defective N7's.
Sent from my DROID RAZR using xda premium
Click to expand...
Click to collapse
CharliesTheMan said:
I'd have cut you off at three. I think most people who have experiences running or managing businesses would say the same. At some point, you have to cut the losses. i cant see why youre surprised, youre lucky as hell to have gotten 7 without being billed for google's time and effort in my opinion. But with googles resources i can understand them being so generous.
Just lou said nothing about it being related, he was just pointing out the kind of attitude and the outlook you so often have. He only stated the facts in his post and wasn't just throwing around rumors or opinions.
I'm really sorry that you got a defective Nexus 7. I understand you being upset with google about a defective product. But it makes no sense that you've had a company send you 7 devices, not charge you anything extra, and offer you a full refund when you still weren't happy, and you have a snotty attitude. It just screams of entitlement.
You're entitled to use your own money and go buy another device, or use a typewriter. Entitled to a dozen devices, and google paying for all of the labor it takes to send you those, do the paperwork, legwork, shipping, and any other costs, just because you aren't happy with the first one or a full refund, in my opinion you certainly are not.
I think in the case of 7 accepted RMA's, it should be the shareholders getting onto google, not you complaining about them.
Click to expand...
Click to collapse
just lou said:
I knew this OP looked familiar. This is the same person that trashed Google when he didn't get his N7 pre order on launch day. It is also the same person that told others to refuse their shipments and called Google demanding a free case and free shipping because he didn't get his N7 fast enough. Now he claims he got 7 defective N7's.
Click to expand...
Click to collapse
Your posting history and claims speak for themselves. Nuff said.
Click to expand...
Click to collapse
Although demanding a free case as reparations is a bit silly, I cancelled my pre-order on what turned out to be the final day the Play store was accepting cancellations. Since that allowed me to pick one up on Friday the 13th, the week before anyone in America received their Google Play pre-order, I was very lucky to have been able to cancel. I also saved $20 -- more than shipping -- because I got it discounted from Sam's.
If I had been told that it was too late to cancel, then forced to wait a week and charged $20 extra, I would have been angry too. I probably wouldn't have done anything about it, unlike the OP, but according to you my complaining about it here would have gone some way towards discrediting me and my experience with faulty units. You would think I was just lashing out.
His and my experiences aren't so different. I received three units with screen lift, and before each replacement I called and talked to Google about what amount of screen lift was considered normal. Both times I was advised to exchange. The reason I asked for a refund on my third unit was that I don't need the tablet so badly that I cannot wait for a hardware revision, and this fault could potentially worsen over time. Three in a row and it seemed illogical to try again, so now I'm waiting it out.
The only differences between Anakin's experience and my own are that I called to cancel my pre-order a day or two earlier, and I stopped at three.
Do you think that I'm lying as well?
I can certainly understand Nexus 7 deciding to shut you down after 7 RMA's. Settle up and part ways. You may not like it, but Google has already spent a lot of money sending tablets via UPS/Fedex back and forth in an effort to please you. They have decided that they cannot. Well within their rights to do so, Google is a private business and can choose not to do business with anyone for any reason so long as that reason is not discrimination against a protected class. Put yourself in Google's shoes. If you sent a person 7 brand new in box units and that person found a reason to reject every one of them, what do you think the odds are that the customer will accept the 8th?
I just wanted to make sure I didn't convey the wrong message. I applaud google for replacing the units like they do. But after 7 RMA's, I don't at all blame them for cutting him off, I think it's very reasonable.
pxlitup, I'm familiar with your posts. You post with intelligence and offer up a lot of valuable information, so please don't think I'm lumping any users together.
True. 7 Nexus is excessive. I'm not saying Google has the best CS in the world but try rma-ing 7 times with any other company I bet you most would have giving up on the OP by the 3rd unit.
Sent from my Nexus 7 using xda app-developers app
Dude you are just a troll judging from all your posts. Come on you got 7 Nexus 7's in a month. Asus must have the best customer service on the planet. I don't think Apple would do that.
Sent from my Nexus 7 using xda app-developers app
When we had customers that just simply had issues non stop its better to break off from that customer. The time and resource usually from fixinng non broken items was to much time wasted
Sent from my Nexus 7 using Tapatalk 2
Asus has nothing to do with it. When you buy through Google, they handle exchanges. But, you already bought through the Play Store and are posting your opinion which is based on your personal experience, I'm sure.
pbr35586 said:
Dude you are just a troll judging from all your posts. Come on you got 7 Nexus 7's in a month. Asus must have the best customer service on the planet. I don't think Apple would do that.
Sent from my Nexus 7 using xda app-developers app
Click to expand...
Click to collapse
Anakin_SW said:
Asus has nothing to do with it. When you buy through Google, they handle exchanges. But, you already bought through the Play Store and are posting your opinion which is based on your personal experience, I'm sure.
Click to expand...
Click to collapse
I bought mine through the play store.. It had screen lift and quite a creak.
The creak I fixed with a 2"x1/4" piece of paper, and the screen lift I fixed with a hardcover copy of the OED and about two days of patience.. ALL of this I did without voiding my warranty or wasting an RMA ticket.
After 7RMA's, you need to take the refund and either wait until they hammer out the manufacturing process, or just buy something else. The fact that you feel ASUS/Google is actually in the wrong for cutting you off after your sixth RMA speaks fathoms about you. #JustSaying
http://phandroid.com/2012/11/27/nexus-4-limit-2-units/
A person in the market thread posted his order and it showed he ordered 7 on the 13th he claims that they were for presents but who knows. Anyway after all the high priced ebay items i was hoping there would be a limit and google came through. It seems if you ordered 2 the first round you couldnt order the same variant 8 or 16 from the same account. So a single account could technically order 4 phones. Another article stated that those who ordered more than 2 would only be shipped 2. Has this happened to anyone? Did you really need more than 2? I for one hope a lot over ebayers got their plans foiled with this one.
Too little too late.
If they could get enough stock in the play store none of these greedy sellers would be able to mark up prices so much.
sent via xda premium with nexus 7 while waiting for my back ordered Nexus 4!
efrant said:
From now on, all new threads in the Nexus 4 General section related to shipping, back orders, Google customer service, or ANYTHING else related to ordering/receiving your N4 from the Play Store will be closed without notice. Use the main shipping thread found here, or use one of the existing backorder or country-specific threads.
Thanks for your cooperation.
Click to expand...
Click to collapse
Closed
I have a one month, 2 day old Nexus 6. I noticed today that the volume down button has become hard to push. Although the phone is only a month old. I would get a refurbished phone from either T-Mobile or Motorola if I request a repair (I checked). Having previously had a Note 3 and after my usb connector went bad I went through 3 replacement phones. So now I am really paranoid about already getting a refurbished phone. So my question, has anyone here had experience with a refurbished Nexus 6? I am told that it is certified like new. Is that your experience or should I worry? Thanks in advance.
I've received several refurbished phones over the years, and the only ones I ever had issues with were the old windows mobile phones. All others you wouldn't be able to tell the device wasn't brand new.
A couple of months ago, I bought a refurb Nexus 4 from Expansys. It even had the factory screen protector on it, that indicates the what the buttons do.
You are letting your thoughts mess with you.
My Nexus 6 had issues with camera. It couldn't be stable when i was taking portrait (vertical) pictures. I called T-Mobile and they told that they can replace it but with refurbished. I wasn't really happy about it. I would not mind get refurbished if I would own phone for 6 0r 8 months. Anyway T-Mobile rep told if I want to get new one then I should contact to Motorola directly. He provide me the contact number and I called Motorola. I told them what issue I have with phone and I don't want refurbished one. I asked to speak manager. He told me that he will get me one from testing department which are only open to be tested. I said OK, I will take it. I called them on last week on Wed. and 2 days later i got package in my possession. I opened and I got brand new phone, sealed. It got off from production line Feb 20, 2015. As far as now it seems working fine. I hope this article will be helpful for you. Call Motorola instead T-Mobile. They will take care of you and I hope you will get new one. Talk to manager. Let us know how it went. Good Luck.
The refurbished one that I have now, you can't tell at all no issues so far. This refurbished one works better than mine that was sent in for repair and came back worse than when it went in.
I'm either the unluckiest person in the world or the refurbs are total crap. I'm now waiting on my 5th replacement device and the issues I had with my refurbs that are "certified like new, to meet Motorola's high standards of quality" are not small, nit-picky things either.
You can read all of the details here:
http://forum.xda-developers.com/showthread.php?p=60957329#post60957329
You pay your money, and you take your chances. That's why I always buy new. I found a new Nexus 6 with no accessories on ebay for $489. You just need to look around a bit more and be patient.
Now Tmobil are selling them with warranty and on credit only paying $16 a month for 2 years. They could be brand new of the many people return becuse of the size or something minor.
Sent from my Nexus 6P using Tapatalk
---------- Post added at 07:57 PM ---------- Previous post was at 07:46 PM ----------
wolfen69 said:
You pay your money, and you take your chances. That's why I always buy new. I found a new Nexus 6 with no accessories on ebay for $489. You just need to look around a bit more and be patient.
Click to expand...
Click to collapse
How you knew it was brand new when it had no accessories, meaning it was out of the box. ?
Sent from my Nexus 6P using Tapatalk
Edgar.STR. said:
How you knew it was brand new when it had no accessories, meaning it was out of the box. ?
Sent from my Nexus 6P using Tapatalk
Click to expand...
Click to collapse
For whatever reason, some people sell new phones without box or accessories.
Just received the phone as well as one of their tempered glass screen protectors last week. I have read other customer support stories but now I have my own to base the company on. The screen protector was cracked when I opened it, not sure how as it was packaged pretty well but it was. I opened a ticket as asked for a replacement and didn't think for a second it would be a big deal but how wrong I was. The emailed exact response is below but short story is since I opened it I can't return it. So how is anyone to know if something is broken if it's never opened? So as much as I like the phone it's going back just out of principle. I opened and RMA on the phone and explained why I was returning it in the hopes they would just send me another SP (probably costs them $5) but no, a UPS return label arrives in my inbox. So they lost me over $5. Truth be told, I have a feeling that when the Axon 7 is finally released I most like have sold the phone anyway. At least this way it only cost me the $12.95 for the SP. I don't see how any company can survive with support like this.
Hi Mark,
Good day!
Thank you for reaching out. This is Elle from OnePlus RRR (Return, Repair and Replacement) Team. I will be handling your ticket for today.
We have received your RMA request, please be advise we have cancelled it. We need to verify first if did it cracked upon arrival?
OnePlus products are made to the highest standards and undergo rigorous testing. Note that accessories MUST be in the sealed original packaging to qualify for a replacement/refund. You will need to self-ship the unopened accessories back to our warehouse and provide us the tracking number. Once we receive and inspect the items, we will process the replacement/refund to your PayPal account. You can find the details of our Return Policy at https://oneplus.net/privacy-and-legal#returnpolicy.
To proceed with the request, please provide us with clear pictures of the unopened accessories you wish to return.
Please let me know if you have any questions.
Best,
Elle
rzracer2 said:
To proceed with the request, please provide us with clear pictures of the unopened accessories you wish to return.
Click to expand...
Click to collapse
LOL
Why didn't you just raise a PayPal dispute instead of throwing the baby out with the bathwater?
Sent from my ONEPLUS A3003 using Tapatalk
Say you wish to use the?*"Warranty" and not "Return and Replacement" only the later require unopened original packaging.
Refer to the link you provided for their policies.
marcadam said:
Why didn't you just raise a PayPal dispute instead of throwing the baby out with the bathwater?
Sent from my ONEPLUS A3003 using Tapatalk
Click to expand...
Click to collapse
This.
Sent from my ONEPLUS A3000 using XDA-Developers mobile app