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Okay so my screen stopped working and I heard that tmobile has manufactorer warranty for one year even if you dont have insurance? Is it true?
sasha101 said:
Okay so my screen stopped working and I heard that tmobile has manufactorer warranty for one year even if you dont have insurance? Is it true?
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HTC covers for 1 yr. Tmobile will just say call HTC.
xsnipuhx said:
HTC covers for 1 yr. Tmobile will just say call HTC.
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Not true, I'm on my 5th tmo warranty replacement, bought my phone in march.... if this breaks I get the option to swap to any other color or an MT3G.... being a RadioShack employee we become a T-mo retailer in 20 days... ima play with for a couple weeks and maybe sometime before my warranty is up this one will somehow wind up defective...
And that applies to ANY new phone including new phones sent as warranty replacements, eg my current g1 was a new replacement so even though my orig purchase was march this one carries a one year warranty from the date I first put my sim in it.... 3 days ago
sasha101 said:
Okay so my screen stopped working and I heard that tmobile has manufactorer warranty for one year even if you dont have insurance? Is it true?
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Click to collapse
TRUE ...they jus send u a replacement & charge u $10 for shipping & u send ur old phone back in the box they sent ur new 1 in
BUT the new phone they will send u will be REFURBISHED!!! NO IF &S OR BUTS
Again not true the warranty replacement bin so to speak has a mix of new and refurb g1's its luck of the draw what you get... call tmo and ask when your warranty expires, if its a year from the date of you got your last new phone, then you got a refurb, if it's not then you got a new one, eg my phone has a one year warranty from one year from tthe day I popped my sim in it, not a year from the day I bought my 1st g1 in march
Tmo will send you a replacement, as others have said. If you call HTC, they too will cover it, however you have to send it to them and they will repair the problem(s) and send back your unit.
This is also the only way someone like me can get a G1 fixed, as I bought mine secondhand from CG.
I have ACTUALLY gone through this process with t-mo. I also now work for them. If you call them and you within the 1 yr waranty you get one sent though a third-party company which also handles insurance replacements. You can ask for a different collor, but it is pointless considering the device you recieve won't come with a batter, battery cover, or cables. As far as refurbs go it depends on what is in stock at the closest warehouse of said third-party. If there are new ones in stock that's what you get. You nor t-mo can ask for new versus refubished as already stated it's the luck of the draw.
The majority of what these loons say isn't true. Also, for future assurance of not paying out the ass for a new phone just pay the measley $4 a month incase it happens again next year.
P.S. ESKIMO if you are hoping your device might suddenly become "defective" what I have done is re-flash the old dreaming.nbh and the flash haykuro's broken SPL. Instantly causing your phone to brick (forever). Give t-mo a call and you'll have a new phone in a weeks time .
Lol thanks but that's only number one on my list of way's to break this sucker.... I did mention om on my 5th g1 in 5 months
And while tmo may not be able to request new or refurb the warranty replacement mgr I spoke to and have the cell number of, said they may know weather they are currently shipping one or the other out of a warehouse.... its a simple as checking the warranty attached to the IMEI 90 warranty (or remainder of current) is refurb 1yr is new.... every tiime
How is this possible, i got the insurance thing from t-mob and they told me, in case the phone was stolen, broken etc etc. i had to pay a deductible price of $130 ????
If your under warranty then the only thing extra insurance covers is loss or theft.... and technically water and screen dmg cuz you could LOSE it
ESKIMOn00b said:
Again not true the warranty replacement bin so to speak has a mix of new and refurb g1's its luck of the draw what you get... call tmo and ask when your warranty expires, if its a year from the date of you got your last new phone, then you got a refurb, if it's not then you got a new one, eg my phone has a one year warranty from one year from tthe day I popped my sim in it, not a year from the day I bought my 1st g1 in march
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cool, I *work* for t-mobile in the PDA dep (so I support G1 yay) and didn't even know this. Though I had suspected it, as I'd noticed the discrepancy in that some warranty replacements would show 1yr instead of 90days or existing as we always advise customers.
superGOAT said:
I have ACTUALLY gone through this process with t-mo. I also now work for them. If you call them and you within the 1 yr waranty you get one sent though a third-party company which also handles insurance replacements. You can ask for a different collor, but it is pointless considering the device you recieve won't come with a batter, battery cover, or cables.
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whoa several things wrong there. First, $4 isn't the cost for insurance, it's $5.99 if you get the extended warranty (which I certainly would if you're going to have it at all) and $4.79 if you only get insurance.
Also, if you are within the 1 year warranty, T-Mobile will replace your device, but we certainly don't refer you to anyone else to do it, and you can CERTAINLY NOT request a color change. There's no way for us to do it! If you have insurance, and the phone is physically damaged, is the only time we refer you to a Assurion. You claim to work for T-Mobile but you definitely don't seem to work in PDA or any other support department that actually does exchanges.
ESKIMOn00b said:
If your under warranty then the only thing extra insurance covers is loss or theft.... and technically water and screen dmg cuz you could LOSE it
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On this, this is incorrect. The insurance covers anything not covered under warranty. You can throw it against the wall, break the screen, cook it in the microwave, etc, and they'd still send you out a new phone for the deductible cost. You could theoretically even say you lost the phone, pay $130 for a replacement, and then sell the original on eBay for a profit! Though the prevent this type of thing by banning you from insurance if you have more than 2 insurance claims in 1 year (Assurion will do this, not T-Mobile)
EDIT:
Wow, after reading further in this thread..... you guys have a real confusion on how warranty, insurance, and multiple exchanges work! I'd say - call t-mobile and ask to speak to a rep and see what actually happens.
The basics:
1: You bought the phone from eBay or got it from "some guy": Call HTC and see what they can do. T-Mobile can't help you.
2: You bought the phone from TMobile: T-Mobile handles warranty, Assurion handles loss/theft/accidental damage. You can't change color or devices.
3: You've had multiple exchanges of the same device (more than 3 in 90 days): You can change the device, but you can't pick what device replaces it (we tell you) and you can't pick the color. You won't get a MyTouch for a G1 (lol, I wish). You'll likely get a Dash or Blackberry, but that is determined by the warranty system, and you can only take what it offers or your same device back.
4: You bought the phone from TMobile, you've had multiple problems, you hate the phone, etc and you DON'T like what the system offers you on step 3. Talk to Loyalty and they'll give you a cheap upgrade. Probably not to a MyTouch as that is kinda the same phone, and we know what you're doing.
5. You have a G1 and want a free MyTouch. Not gonna happen. Nope.
Like most of you here, I preordered a 8GB Nexus 7 from the Google Play Store soon after the announcement. However, when J&R had their 4th of July sale, I bought the 16GB for the same price (free shipping + no tax) and canceled my Google Play order.
Yesterday, I got a shipping notification from the Google Play Store so I called today to see if I could refuse shipping, and the customer service representative told me interesting news regarding the warranty:
He said if I ordered from a retailer other than Google, all warranty claims would be handled directly by ASUS. That could mean shipping to/from and a wait for your device to get repaired.
However, if you order from Google, all warranty claims will be handled by Google, and they will ship an advanced-replacement no questions asked with free shipping of your old tablet.
Thought I'd share with the community this information. This news is enough for me to just accept my Google Play order and cancel my J&R order considering this is a first-generation device which could have some manufacturing bugs in it.
EDIT:
There are varying reports of whether or not this is true. What IS true is that without this written on paper, this statement by the CS rep is worthless. Worth giving a call and finding out for yourself. Hopefully it's true.
This reminds me: I bought the Nexus One from Google way back and the repair process was done completely through Google, not HTC. They sent me a new one and I put the old one in the box and shipped it back for free, just like this CS rep said for the Nexus 7. Just another hint that this may be true based on past experiences.
I was told the same, which is why I didn't go to gametop and cancel my GPS preorder. Google rep assured me its worth the wait
kwonyewest said:
Like most of you here, I preordered a 8GB Nexus 7 from the Google Play Store soon after the announcement. However, when J&R had their 4th of July sale, I bought the 16GB for the same price (free shipping + no tax) and canceled my Google Play order.
Yesterday, I got a shipping notification from the Google Play Store so I called today to see if I could refuse shipping, and the customer service representative told me interesting news regarding the warranty:
He said if I ordered from a retailer other than Google, all warranty claims would be handled directly by ASUS. That could mean shipping to/from and a wait for your device to get repaired.
However, if you order from Google, all warranty claims will be handled by Google, and they will ship an advanced-replacement no questions asked with free shipping of your old tablet.
Thought I'd share with the community this information. This news is enough for me to just accept my Google Play order and cancel my J&R order considering this is a first-generation device which could have some manufacturing bugs in it.
Click to expand...
Click to collapse
Wow interesting, now I'm really not minding the wait
Sent from my EVO using xda premium
Wow, if this is true that is indeed great news for those of us STILL waiting. Interesting however they mention free shipping, no questions asked.... when we can't get our questions answered about when we will get it, and we paid $14 2 day shipping.... LOL
smirkis said:
I was told the same, which is why I didn't go to gametop and cancel my GPS preorder. Google rep assured me its worth the wait
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Click to collapse
It's good to know you got that information too. I'm a little skeptical about information told my customer service reps, especially with the whole shipping confirmation fiasco this past week. I'm sure they're well-intentioned, but some might just be misinformed.
Hmmm this is very interesting information. I have a order from Google that should arrive shortly, however I jumped at the opportunity to buy one from Sam's club. The Sam's club one was 20 cheaper, but it might be worth that to just deal with Google if there is a problem. Decisions decisions.
Sent from my Nexus 7 using xda app-developers app
Why not just get bestbuy to price match J&R or Sam's club if you can wait? Best buy is great for price matching and no hassle returns. In Canada at least. Not as crazy a return policy as Costco where you can literally take a crap on the product and if you ***** enough they will issue a full refund but pretty close.
From the Google Play website :
Nexus 7 limited warranty
The Nexus 7 is manufactured by ASUSTeK Computer Inc. ASUS provides a limited 12 month warranty for the Nexus 7. Please refer to the warranty card in the Nexus 7 packaging or ASUS for details on the ASUS limited warranty.
It seems that ASUS is handling all warranty claims. Also Google Play only has a 15 day return policy. Unless they are doing something different from what is on the website. I would think the GP and retail packaging is the same, so the warranty information contained in the box would also be the same.
Great for those in the US, wonder how well it works for other country's, google certainly don't see the easiest people to get hold of if you live in the UK.
I'd rather buy from a store where I can actually take it back if there's a problem without having to deal with shipping it to another country.
SirWill said:
Wow, if this is true that is indeed great news for those of us STILL waiting. Interesting however they mention free shipping, no questions asked.... when we can't get our questions answered about when we will get it, and we paid $14 2 day shipping.... LOL
Click to expand...
Click to collapse
Don't ask, don't tell.
Sent from my DROID RAZR using Tapatalk 2
>However, if you order from Google, all warranty claims will be handled by Google, and they will ship an advanced-replacement no questions asked with free shipping of your old tablet.
No offense, but unless it's in writing, it's worthless. Whatever a CS rep say over the phone is suspect when he's trying to dissuade you from cancelling an order.
Google has no service center, so it can't handle warranty claims. It's common sense that Asus would handle it, which is what it says on the N7 warranty card. In writing.
Ditto for the "advance cross-ship" claim. Call whatever Google's tech-supp number, say you've got a bum unit, and ask for cross-ship. Find out firsthand. IMO, I doubt it.
so I just called into google and the rep did alot of researching for me. Basically there is no difference. With Google, you have a 15 day period. I bought through Sams, so I have a 30 day return period. After that it is all covered equally through ASUS.
He actually said that the exact process for handling claims under the 1 year warrenty hasnt been fully worked out by Google and Asus. He said that you would return to your manufacturer and they would instruct you on the return process. With them it would be mailing it in "at little or no cost to you". He said eventually it would all come back to them. He said that the google play store was just one of their distribution routes, and isnt treated differently than the other.
When I bought the device from Sams club I added on a 2 year warranty (3 total) through them, so I should be good to go.
>With Google, you have a 15 day period. I bought through Sams, so I have a 30 day return period.
Yep, always buy through a retailer, preferably a B&M one. Retailers exist for a reason: they're best equipped to deal with end users. Manufacturers aren't. You get better warranty terms, and more buyer protection from a retailer.
Plus, if push comes to shove, you can go into the store and make a scene. You can't do that over the phone or through e-mail when dealing with the manufacturer. They can tell you "tough luck," and you have little recourse. You can sue in small claims, but that's a hassle most people won't try.
kwonyewest said:
Like most of you here, I preordered a 8GB Nexus 7 from the Google Play Store soon after the announcement. However, when J&R had their 4th of July sale, I bought the 16GB for the same price (free shipping + no tax) and canceled my Google Play order.
Yesterday, I got a shipping notification from the Google Play Store so I called today to see if I could refuse shipping, and the customer service representative told me interesting news regarding the warranty:
He said if I ordered from a retailer other than Google, all warranty claims would be handled directly by ASUS. That could mean shipping to/from and a wait for your device to get repaired.
However, if you order from Google, all warranty claims will be handled by Google, and they will ship an advanced-replacement no questions asked with free shipping of your old tablet.
Thought I'd share with the community this information. This news is enough for me to just accept my Google Play order and cancel my J&R order considering this is a first-generation device which could have some manufacturing bugs in it.
EDIT:
There are varying reports of whether or not this is true. What IS true is that without this written on paper, this statement by the CS rep is worthless. Worth giving a call and finding out for yourself. Hopefully it's true.
This reminds me: I bought the Nexus One from Google way back and the repair process was done completely through Google, not HTC. They sent me a new one and I put the old one in the box and shipped it back for free, just like this CS rep said for the Nexus 7. Just another hint that this may be true based on past experiences.
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I was told the same thing by Google yesterday after waiting on hold for close to an hour to chew someone out lol but after I heard that I semi calmed me down and now I'm kinda alright with the wait.
meno73 said:
I was told the same thing by Google yesterday after waiting on hold for close to an hour to chew someone out lol but after I heard that I semi calmed me down and now I'm kinda alright with the wait.
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I could totally see them starting this specifically because of the dissatisfaction of their customers right now. I can't even imagine how many calls they must've gotten to cancel an order.
I just got off the phone with Google and I grilled the guy about the warranty for a good 10 minutes. He confirmed that there will in fact be advance replacements shipped out for all warranty claims. He also made mention of reduced costs for repairs should we damage our N7s. This right here is good enough for me, when mine arrives from Google Play, I will be returning the one I bought at ABT Electronics.
Sent from my HTC One X using xda premium
_MetalHead_ said:
I just got off the phone with Google and I grilled the guy about the warranty for a good 10 minutes. He confirmed that there will in fact be advance replacements shipped out for all warranty claims. He also made mention of reduced costs for repairs should we damage our N7s. This right here is good enough for me, when mine arrives from Google Play, I will be returning the one I bought at ABT Electronics.
Sent from my HTC One X using xda premium
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Click to collapse
So to summarize your actions:
- you buy from GP
- you buy another from ABT, and intend to refuse your GP version because you don't want to wait a few more days, thus costing Google money to process your return
- you "grill" Google's customer service for 10 minutes (mind you, just to obtain warranty information. Not like they are trying to screw you out of your money like cable or wireless companies).
- you now decide to keep the GP version when it arrives, and return your ABT version, thus costing ABT money to process your return
That's pretty selfish behavior IMO. It's all within your rights, but I certainly don't want to be on the other end dealing with customers like you. This type of behavior is also the reason why return policies get restricter over time, causing everyone to suffer for the actions of a few.
_MetalHead_ said:
I just got off the phone with Google and I grilled the guy about the warranty for a good 10 minutes. He confirmed that there will in fact be advance replacements shipped out for all warranty claims. He also made mention of reduced costs for repairs should we damage our N7s. This right here is good enough for me, when mine arrives from Google Play, I will be returning the one I bought at ABT Electronics.
Sent from my HTC One X using xda premium
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you'd be lucky if they take it back. GameStop assured me when I open it, its mine for life.
waiting isn't that bad, development is slow right now anyway
_MetalHead_ said:
I just got off the phone with Google and I grilled the guy about the warranty for a good 10 minutes. He confirmed that there will in fact be advance replacements shipped out for all warranty claims. He also made mention of reduced costs for repairs should we damage our N7s. This right here is good enough for me, when mine arrives from Google Play, I will be returning the one I bought at ABT Electronics.
Sent from my HTC One X using xda premium
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Click to collapse
Trust me, they'll say whatever to get you off the line.
>GameStop assured me when I open it, its mine for life.
Retailers have different return policies for electronics. Best to check them before buying. Gamestop's policy is 30-day exchange, no refunds. Abt is 15-day exchange or refund (less 15% restocking).
http://www.gamestop.com/gs/help/Returns.aspx
http://www.abt.com/help/return-policy
>He confirmed that there will in fact be advance replacements shipped out for all warranty claims.
I've only seen advance cross-ship (what I call VIP service) on high-margin items, typically for business users, where service/support is a key selling point. N7 is a low-margin consumer device. Experience says that you won't get VIP treatment for a Walmart-type item.
Rather than asking the CS rep, you have an N7 in hand, so just call Google's 800 number and claim warranty service. Claim it's broken, and you want cross-ship. Do a dry run. See if they actually do it, and if they differentiate between those sold from Google Play and retailers.
So I just had to do initialize a warranty replacement for my phone due to the 'creaking' some people reported involving the corner of the phone. I just don't want to risk it getting worse or me being annoyed to no end because of it so I figured do it sooner than later.
Anyway, I called today because I assumed that the same policy that governed the Galaxy Nexus applied (You have two weeks from the date you get the phone to do a clean-and-clear replacement of the device for warranty issues anything after that requires mailing out for repair.)
However, the guy I talked to tells me that this warranty is different than the Samsung. Like with purchasing a phone through a carrier, if your phone has any problem covered by the warranty, they will replace the device no matter how long it's been since you purchased it (so long as it is still within the 1-year warranty)
I have to say I am so so very pleased to see this! My greatest fear with buying the phone is that if something went wrong I would have to mail it out and be without a phone for several weeks like was the case with the Galaxy Nexus. I figured since so many people have no shortage of complaints about the device I would share something that has very much improved!
Is this warranty through your carrier or LG?
Sent from my Galaxy Nexus using xda app-developers app
Redmed427 said:
Is this warranty through your carrier or LG?
Sent from my Galaxy Nexus using xda app-developers app
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I was thinking Google.
-Sent from my GS3 running CM10.-
I bought my phone through the Google Play store.
Google processes all warranty claims for the phone (no referring you to manufacturer like they did with Samsung)
If you call to report a warranty-covered issue with the phone, as long as it is not caused by you (ie: your screen doesn't work because you dropped it and it cracked open)
Google will send you a link to "re-purchase" a replacement device through the google play store which puts a hold on your credit card for the sale price (less shipping+tax) and emails you a shipping label.
This part may annoy some people but really, it makes sense. Cell phone carriers don't need to put the hold because they have your SSN and can send you to collections/cancel your service if you fail to return the phone but Google has no such leverage.
Once you send back your device, the hold goes away and you're good to go.
You have 21 days from when you get your new device delivered to send in your old phone.
ohhdavid said:
I bought my phone through the Google Play store.
Google processes all warranty claims for the phone (no referring you to manufacturer like they did with Samsung)
If you call to report a warranty-covered issue with the phone, as long as it is not caused by you (ie: your screen doesn't work because you dropped it and it cracked open)
Google will send you a link to "re-purchase" a replacement device through the google play store which puts a hold on your credit card for the sale price (less shipping+tax) and emails you a shipping label.
This part may annoy some people but really, it makes sense. Cell phone carriers don't need to put the hold because they have your SSN and can send you to collections/cancel your service if you fail to return the phone but Google has no such leverage.
Once you send back your device, the hold goes away and you're good to go.
You have 21 days from when you get your new device delivered to send in your old phone.
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Click to collapse
Wow that sounds pretty great. About the one thing Google got right about this whole process lol. Sounds like they were expecting lots of returns.
-Sent from my GS3 running CM10.-
ohhdavid said:
I bought my phone through the Google Play store.
Google processes all warranty claims for the phone (no referring you to manufacturer like they did with Samsung)
If you call to report a warranty-covered issue with the phone, as long as it is not caused by you (ie: your screen doesn't work because you dropped it and it cracked open)
Google will send you a link to "re-purchase" a replacement device through the google play store which puts a hold on your credit card for the sale price (less shipping+tax) and emails you a shipping label.
This part may annoy some people but really, it makes sense. Cell phone carriers don't need to put the hold because they have your SSN and can send you to collections/cancel your service if you fail to return the phone but Google has no such leverage.
Once you send back your device, the hold goes away and you're good to go.
You have 21 days from when you get your new device delivered to send in your old phone.
Click to expand...
Click to collapse
Where is this policy published?
That's good news. I am getting my phone this week but I'm too busy with work related stuff that needs to be completed before I fly out to Europe for vacation until mid. January.
I was afraid of discovering an issue when on vacation and getting screwed just because I cannot receive a new phone and send in the old one. No need to worry I guess.
The 'hold to cross-ship' replacement policy has been in place since the Nexus One days, and is a great policy.
It's not actually THAT great. Everyone doesn't have $400 disposable at any given time. So say I don't have any money and my device breaks then I'm S.O.L.. That my friend is not okay. They can't put a hold on a card if there's no funds there.
Sent from my Nexus 4 using xda premium
They also mention to contact them if a hold on a card is not feasible and they'll be able to work with you. I just had one done
Sent from my Nexus 4 using xda app-developers app
Freshly_Snipes said:
It's not actually THAT great. Everyone doesn't have $400 disposable at any given time. So say I don't have any money and my device breaks then I'm S.O.L.. That my friend is not okay. They can't put a hold on a card if there's no funds there.
Sent from my Nexus 4 using xda premium
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Click to collapse
Never SOL on a legit RMA claim. .cross-ship is just a great option offered, especially if your phone is somewhat functional, you're not out of use at all while you get new unit. Besided it's not El Goog's fault you're broke.
Sent from my SGH-T999 using Tapatalk 2
Yep the warranty through the play store is the only reason I didn't buy from elsewhere... Well that and the price. They always do advance replacement instead of having you ship the thing back on your own device and wait more than a month to get it back. It's one of the few things Google got right with their hardware selling venture. Unfortunately for me, I have terrible luck with replacements. Couldn't get an n7 that wasn't more borked than the previous one. My n10 has a very slight issue but the replacement has the worst screen I've ever seen. Didn't want to go through the hassle of endless card authorizations and shipping devices back and forth so I'm just going to keep it. My n4 has bad light bleed and half the screen is yellow so its replacement is on its way to me and I pray this one breaks my replacement curse. I wish they actually did some kind of qc on their replacement stock before shipping, especially given that critical buyers with problems are much more likely to scrutinize the replacement device once they have had a bad experience to begin with.
Sent from my Nexus 10 using xda premium
Edit: Google swipe isn't perfect yet
This warranty system sounds great, but do they send a prepaid shipping label or is that from our own pockets?
SovereigN7 said:
This warranty system sounds great, but do they send a prepaid shipping label or is that from our own pockets?
Click to expand...
Click to collapse
Google supplies the shipping labels.
Sent from my Nexus 7 using Tapatalk 2
wideasleep1 said:
Never SOL on a legit RMA claim. .cross-ship is just a great option offered, especially if your phone is somewhat functional, you're not out of use at all while you get new unit. Besided it's not El Goog's fault you're broke.
Sent from my SGH-T999 using Tapatalk 2
Click to expand...
Click to collapse
well if it's just a hold then it doesnt havt't to be 400 bucks, it can just be a dollar and if you dont send in your phone then they charge for the one they sent out, im assuming?
like going to the gas station and how its a dollar until it runs through the system
Garciahenry63 said:
well if it's just a hold then it doesnt havt't to be 400 bucks, it can just be a dollar and if you dont send in your phone then they charge for the one they sent out, im assuming?
like going to the gas station and how its a dollar until it runs through the system
Click to expand...
Click to collapse
The problem here is, people are far from honest. I see people here claiming fraud for a lot of things just to get something for free. Number one I've noticed are fraudulent warranty claims. Or selling a broken phone on ebay as working. Everybody lies.
Would Google really send out a phone for "free"? It only makes sense that they charge you for what it's worth. Think of it as a core charge when turning in an alternator or some high priced item for repair. You don't return it? It's your money you're losing.
I hope this is true because with my galaxy nexus they told I needed to contact samsung if it was a hardware problem because they only deal with software problems.So after I contacted samsung I had to ship my phone to them and waited 2 weeks get it replaced and I had no other phone to use because it was my 1st gsm phone after leaving Verizon so I could be contract free.So my 1st experience with them sucked.
ohhdavid said:
I bought my phone through the Google Play store.
Google processes all warranty claims for the phone (no referring you to manufacturer like they did with Samsung)
If you call to report a warranty-covered issue with the phone, as long as it is not caused by you (ie: your screen doesn't work because you dropped it and it cracked open)
Google will send you a link to "re-purchase" a replacement device through the google play store which puts a hold on your credit card for the sale price (less shipping+tax) and emails you a shipping label.
This part may annoy some people but really, it makes sense. Cell phone carriers don't need to put the hold because they have your SSN and can send you to collections/cancel your service if you fail to return the phone but Google has no such leverage.
Once you send back your device, the hold goes away and you're good to go.
You have 21 days from when you get your new device delivered to send in your old phone.
Click to expand...
Click to collapse
Just to clarify on the last point.. You have 21 days to return it from the day you receive the email detailing how to order a replacement (sent by the rep you speak with on the phone) and so if your replacement takes 14 days to ship, 2 days to arrive you've only got 5 days left to get it back to them which is cutting it short. :/
Source: I issued an RMA and that's what the email says at the top.
Sent from my Nexus 4
Okay so keep an open mind here guys.
I initiated an RMA last night and I fully intend to return my defective device, but the whole deal with them shipping you a new phone before you send yours back raises an interesting question.
What'd happen if you didn't send yours back and just kept the two? Obviously you'd be charged for both so there's no theft going on, but for those that wanted to purchase 2 and coul could only get one, could they theoretically 'buy' another device this way? It'd be unethical of course, you scamming (in a sense) a phone that countless people are trying to get their hands on, but no more unethical than those scalpers on eBay. They say you have 21 days to return it otherwise your card will be charged, so this could be a very sneaky method of beating the queue.
Like I said before it's unethical and I don't intend to do it, but for those that want a second device for their partner or for someone else... Food for thought I suppose.
jrush4 said:
Okay so keep an open mind here guys.
I initiated an RMA last night and I fully intend to return my defective device, but the whole deal with them shipping you a new phone before you send yours back raises an interesting question.
What'd happen if you didn't send yours back and just kept the two? Obviously you'd be charged for both so there's no theft going on, but for those that wanted to purchase 2 and coul could only get one, could they theoretically 'buy' another device this way? It'd be unethical of course, you scamming (in a sense) a phone that countless people are trying to get their hands on, but no more unethical than those scalpers on eBay. They say you have 21 days to return it otherwise your card will be charged, so this could be a very sneaky method of beating the queue.
Like I said before it's unethical and I don't intend to do it, but for those that want a second device for their partner or for someone else... Food for thought I suppose.
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Click to collapse
Well they would get to keep the money they put on hold, and charge you for full shipping.
They would also probably black list you as a customer, so you could never order from them again.
DarkRyoushii said:
Just to clarify on the last point.. You have 21 days to return it from the day you receive the email detailing how to order a replacement (sent by the rep you speak with on the phone) and so if your replacement takes 14 days to ship, 2 days to arrive you've only got 5 days left to get it back to them which is cutting it short. :/
Source: I issued an RMA and that's what the email says at the top.
Sent from my Nexus 4
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Click to collapse
No, it's from the date you received the replacement. Source: I issued an RMA and that's what the e-mail says.
UNDERSTANDING CREDIT CARD AUTHORIZATION (NOT A CHARGE)
An authorization for the full price of the replacement device will be placed on your credit card when you place the order in step one. This means that a portion of your card’s credit limit is held for several days, but no charge is made if your original device arrives at our repair center no longer than 21 days from the date of receiving your replacement device is verified to be covered under warranty.
Click to expand...
Click to collapse
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
Click to expand...
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
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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
Click to expand...
Click to collapse
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!
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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
Click to expand...
Click to collapse
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.
Is anyone having an issue with their power button? I bought one from T-Mobile a couple of months ago and the buttons were tight with minimal movement. Then that Nexus 6 got dropped and shattered the screen so a replacement (brand new in box from Moto via Ashurant insurance) arrived yesterday and the buttons "work" but are very loose and irritating.
Has anyone had an issue like this? The power button only works if i press directly in the center of the button so i have to hold it a certain way. My experience in the past is that if it isn't broken, a free replacement will not be justified. I've turned on T2W and volume rocker wake but was hoping for a power button replacement or an easy fix.
stevew84 said:
Is anyone having an issue with their power button? I bought one from T-Mobile a couple of months ago and the buttons were tight with minimal movement. Then that Nexus 6 got dropped and shattered the screen so a replacement (brand new in box from Moto via Ashurant insurance) arrived yesterday and the buttons "work" but are very loose and irritating.
Has anyone had an issue like this? The power button only works if i press directly in the center of the button so i have to hold it a certain way. My experience in the past is that if it isn't broken, a free replacement will not be justified. I've turned on T2W and volume rocker wake but was hoping for a power button replacement or an easy fix.
Click to expand...
Click to collapse
Get it replaced again.
danarama said:
Get it replaced again.
Click to expand...
Click to collapse
Have you gone through a replacement request with T-Mobile? I have, and if it isn't broken (as in not working at all), they won't replace anything.
Motorola doesn't seem like a viable option since I didn't buy from them, correct me if I'm wrong.
Google - same boat since didn't buy from them.
stevew84 said:
Have you gone through a replacement request with T-Mobile? I have, and if it isn't broken (as in not working at all), they won't replace anything.
Motorola doesn't seem like a viable option since I didn't buy from them, correct me if I'm wrong.
Google - same boat since didn't buy from them.
Click to expand...
Click to collapse
Google will only deal with RMA from Google Play. Motorola should honour all other warranties.
T-mobile don't exist in the UK any more and I would never use them if they did.
danarama said:
Google will only deal with RMA from Google Play. Motorola should honour all other warranties.
T-mobile don't exist in the UK any more and I would never use them if they did.
Click to expand...
Click to collapse
Oh alright well maybe I can give Moto a shot and see what they say. The problem with the warranty through Tmobile is that I have to pay a $175 deductable in order to get a replacement device.
Of course I'll try with them first, then move to Moto.
Thanks.
stevew84 said:
Oh alright well maybe I can give Moto a shot and see what they say. The problem with the warranty through Tmobile is that I have to pay a $175 deductable in order to get a replacement device.
Of course I'll try with them first, then move to Moto.
Thanks.
Click to expand...
Click to collapse
That's ridiculous.
I take it the handset is subsidised and paid for over a period of the contract?
danarama said:
That's ridiculous.
I take it the handset is subsidised and paid for over a period of the contract?
Click to expand...
Click to collapse
Yea, I pay monthly on top of my bill for service, but even if I bought the phone outright from Tmobile, the warranty issue would still be the same. The deductible would still be present.
stevew84 said:
Oh alright well maybe I can give Moto a shot and see what they say. The problem with the warranty through Tmobile is that I have to pay a $175 deductable in order to get a replacement device.
Of course I'll try with them first, then move to Moto.
Thanks.
Click to expand...
Click to collapse
You seem to be confusing warranty with insurance. There is no deductible to make a warranty claim, you can get phone defects (defect=manufacturer's fault) fixed for free for at least a year after you purchase (in EU it's generally 2 years, because the EU actually protects consumers). T-Mobile can handle that for you and will generally do a better job than Motorola (from personal experience, YMMV).
If you damage it (damage=your fault) by dropping it, then you have to go through insurance or buy another. Good news is that insurance replacement phones (like the one you paid $175 for) are considered 'new' and your warranty was reset to the day you received the insurance phone. Bad news is that warranty phones may be refurbished, not brand new.
Honestly, these things aren't rocket engines. They don't need to be perfect. They're designed to tolerate a little bit of wobble. If the buttons are just loose, I'd honestly leave it alone and deal with it. You'll be fine. If the buttons seem to 'catch' on something when pressed in or get stuck when released then you should call someone and arrange a replacement.
ATnTdude said:
You seem to be confusing warranty with insurance. There is no deductible to make a warranty claim, you can get phone defects (defect=manufacturer's fault) fixed for free for at least a year after you purchase (in EU it's generally 2 years, because the EU actually protects consumers). T-Mobile can handle that for you and will generally do a better job than Motorola (from personal experience, YMMV).
If you damage it (damage=your fault) by dropping it, then you have to go through insurance or buy another. Good news is that insurance replacement phones (like the one you paid $175 for) are considered 'new' and your warranty was reset to the day you received the insurance phone. Bad news is that warranty phones may be refurbished, not brand new.
Honestly, these things aren't rocket engines. They don't need to be perfect. They're designed to tolerate a little bit of wobble. If the buttons are just loose, I'd honestly leave it alone and deal with it. You'll be fine. If the buttons seem to 'catch' on something when pressed in or get stuck when released then you should call someone and arrange a replacement.
Click to expand...
Click to collapse
Right, I did an insurance claim because I dropped it, that's fine. What came was in fact brand new in box, it still had the uncut tape on the motorola box and all OEM stuff inside. I came from the Nexus 4 and Nexus 5 and have had similar build defects. In this case, the button does get stuck either while pushing in or when it comes back out. Feels like I'm going to break it when sometimes i have to push with WAY too much force. I'll be calling Tmobile tonight as Moto would not do a repair, only exchange with a fee.
ATnTdude said:
Good news is that insurance replacement phones (like the one you paid $175 for) are considered 'new' and your warranty was reset to the day you received the insurance phone
Click to expand...
Click to collapse
I don't think that's accurate. Not in the EU anyway. Replacement device continues original warranty period, so if you get a replacement after 23 months, that replacement has 1 month warranty.
danarama said:
I don't think that's accurate. Not in the EU anyway. Replacement device continues original warranty period, so if you get a replacement after 23 months, that replacement has 1 month warranty.
Click to expand...
Click to collapse
If it's a warranty phone, yes, claiming relief under your warranty doesn't extend it.
If it's insurance, then it's different. The insurance co. buys the phone from the manufacturer (who is the one who is actually warrantying the product) just like you or your carrier does. So the warranty doesn't really reset. You're getting a newly bought phone which has a warranty separate from the original.
In theory, if you lose your phone, make an insurance claim to replace it, and find your original phone afterwards you could have two phones with separate and independent warranties on each. That is, assuming your insurance company doesn't want the original back (which is usually the case for phones, not so much for things like cars).