POOR POOR POOR experience with Motorola customer service. - Nexus 6 Q&A, Help & Troubleshooting

Just thought i would post my experience with Motorola customer service. 6 months ago i did an "advanced exchange" with them and received a new device as the first one burned up the WiFi chip. No real issues there. Fast forward to a few weeks ago and my volume down button just stops working. Call in and get so much run around it was crazy. It all stemmed from they said that my IMEI number was not in their system. Well i got news for them, they sent me the darn device with that IMEI. I spent probably a total of 4 hours on the phone and two different times they said it would take a few days to add. Only the second time did it actually happen. So yesterday i received second exchange device and the first thing out of the box the wireless charger doesn't work. Call back today and they say i have to pay for another "advanced exchange".
Made me mad enough i just went and bought a N6P and am saying so long to Motorola.

JustusIV said:
..... first thing out of the box the wireless charger doesn't work....
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Did you try charging with a different charger, or wireless charging ?

NLBeev said:
Did you try charging with a different charger, or wireless charging ?
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I work in IT, between my co-works and myself we have 4 nexus 6 devices and 2 charging pads. All Nexus 6 devices charge perfectly on all pads except my new one that charges on neither
I got really poor support from motorola so i thought i would share.

JustusIV said:
I work in IT, between my co-works and myself we have 4 nexus 6 devices and 2 charging pads. All Nexus 6 devices charge perfectly on all pads except my new one that charges on neither
I got really poor support from motorola so i thought i would share.
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It is just my curiosity. But when the N6 does not charge at all, I wonder if M send you a new device. Within the warranty period M is obliged to fix the problem.

NLBeev said:
It is just my curiosity. But when the N6 does not charge at all, I wonder if M send you a new device. Within the warranty period M is obliged to fix the problem.
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I dont really understand your question...... but yes the device is under warranty. They should honor that by sending me a new one. I am mostly mad they sent me a broken one and want me to pay for them to send another.

JustusIV said:
I dont really understand your question...... but yes the device is under warranty. They should honor that by sending me a new one. I am mostly mad they sent me a broken one and want me to pay for them to send another.
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When the device is under warranty, you do not have to accept. Maybe the costs of transportation could be yours (warranty conditions). I think you should try again. We all pay for warranty, so don't give up.

I'm not exactly following you. They sent me another device that was broken when I took it out of the box. Now they want 25 more dollars to exchange that one.
Sent from my Nexus 6 using Tapatalk

JustusIV said:
I'm not exactly following you. They sent me another device that was broken when I took it out of the box. Now they want 25 more dollars to exchange that one.
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I don't know about the specific warranty conditions. But it seems reasonable to me that Motorola must deliver you a 100% working device.
The costs of transportation to send the device back to M. is a different point. When the warrenty conditions does not mention who is responsiblefor the transportation costs, than IMO you have to pay.

Excellent choice mate. Hope Huawei doesn't turn you off as well. Although if I was in your shoes I wouldn't let them off that easily.
Sent from my Nexus 6 using Tapatalk

I'm seeing poor support from them as well. I tried calling in to get my broken screen fixed and couldn't understand a thing the lady was saying to me and she couldn't understand me either. I ended up doing the online repair request, said it was a free repair with a 4 day turn around. A week and half later they email me that it's going to cost $175. Still waiting for my phone to be returned to me.
Co worker waited over a month and a half to have his moto x pure replaced under warranty and he did the advanced exchange and they wouldn't release the hold off his card.
Seems like lennovo had ran Motorola into ground, or is at least in the process of it.

So my co-worker decided to fix my phone, and what he found makes me embarrassed for Motorola.
Wouldn't charge via wired or wireless. Keep in mind this was supposed to be a perfectly working model sent back from Motorola.
First the reason why it wouldn't charge via the wire. Part of the plastic was under the contacts had snapped off. So the pin was hanging lose. He was able to fix it enough to charge by putting glue in there and getting the pin in a location it made contact.
Second the wireless charging issue. He opened the phone and found that they had ripped the "ribbon" with a screw that went to the wireless charging coil or whatever. He was able to fix that just by patching the ribbon. with some electrical tape or something.
Either way Motorola you get an F for customer experience.
I will never buy another one of your phones after dealing with you guys.
Bought a 6P almost a year ago and its the best phone i have ever owned. I decided to do some follow up posts when i was looking through my history.

You have to remember that Motorola no longer exists. The brand logo has been slapped on a few phones, but what you're seeing now is typical Lenovo. When Motorola was owned by Google, things were very different, and the Nexus 6 is proof of that as it is the only device where both the hardware and software were made by Google-owned entities.

Well, I beg to differ. My experience with their support was good.
I bought a N6 from swappa, a vertical half of the screen would randomly freeze, while the other half would still work; search revealed this to be a hardware issue.
The seller denied the phone had a problem and said I 'must have done something to it'...
Anyway, there were 3 days left of warranty for the phone (July 2016).
I opened a case, got a shipping label, and I received a replacement, however, the replacement was a 32GB version vs the 64GB I sent, so I called support and they immediately contacted their manager, who in turn contacted the logistics group; they emailed a return label, and as soon as the wrong phone arrived in their facilities, they shipped the correct one.
All this took about a 5 or 6 business days.
I could ***** around about the mis-shipment, but as far as support goes, they're way batter than 90% of other companies out there...

Related

Get a new Nook Color Stock Charge Cable Free

As many of you'll know by now the Nook Color stock cable tip break easily and a stock replacement is expensive. To top it off its the ONLY cable that will fast charge your Nook Color. Well I have some good news. After writing a bad review of the cable on their website after my second one bent which I had to pay $30 for since the cable wasn't available separately then. I talked to a Barnes and Noble worker and they gave me this number:
1.Call 1-800-The-Book and go digital products from the prompts then Nook Color.
You must have your serial number and the email you registered your Nook with. When you talk to a representative tell them you need a replacement cable for your Nook Color. After you give them your information they will ship you a new one completely free.
2. The fastest way is to go to or call your local Barnes & Noble and tell them you heard that if you bring a broken Nook Color cable in they could replace it for free.
Both methods worked for me but I'm 100% sure method one should work if and when you need a new cable.
Hope this helps everyone.
Can a moderator please sticky this. A thanks push is appreciated also if the info helped you.
Im calling right now...thanks...let u know if it work for me.
thank u so much man, u just saved me 30$$ ...
Gonna give it a try.
Sent from my Nexus S using Tapatalk
Thank you so much, I cracked my cable about 1 day after I got it and it's been funky ever since.
That's the only gripe I have about this product, the cable is ghey... but I just did it and it was free, thanks!
I've never register my nook and I have CM7 on it now. How can I register or can I register over the phone? Thanks.
Ha, I'm surprised anyone needs these instructions--I'm about the worst person in the world for following up on warranty, rebates, servicing and the like, but when the corner chipped off the mini-USB plug casing after 3 weeks ownership, the first thing I did was look up the customer service number. I had to call them back because of some glitch with the computer recognizing my warranty, but a replacement should be on the way.
The old cord is still functional and they don't want it back, so I guess I have a backup.
Taosaur said:
the corner chipped off the mini-USB plug casing after 3 weeks ownership
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Same thing happened here, inside of the first week of use, and pieces continue to fall off.
This works, it took 5 mins over the phone and he will send me both the usb cable and charger, he asked me if the charger worked, I told him it takes forever to charge and he said he will send me both just in case free of charge. It takes 3-5 days for usb cable and 10 days for both. Who cares its free. Thanks.
do they make you ship in the broken one or just send you a free new one , i sure could use a second cable .
I don't believe they make you send it in, but don't abuse the system for the rest of us because you want a second charger.
bobo12 said:
I don't believe they make you send it in, but don't abuse the system for the rest of us because you want a second charger.
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Well this would be nice to know if you where to lose your cable while traveling . Also when a multi million dollar business trys to sell you a cable for $30 dollars that is only worth 15 or 20 at most even after mark up for profit , I would not call it abuse for one or even hundrends of user to take advantage of getting a free second cable . Now how ever if you got several replacements and sold them on ebay then yes that would be abuse and unethical but thanks ill try and not order one right away cause I don't want b&n to shutdown this excellent warrenty policy over one false calm .
bled82 said:
Well this would be nice to know if you where to lose your cable while traveling . Also when a multi million dollar business trys to sell you a cable for $30 dollars that is only worth 15 or 20 at most even after mark up for profit , I would not call it abuse for one or even hundrends of user to take advantage of getting a free second cable . Now how ever if you got several replacements and sold them on ebay then yes that would be abuse and unethical but thanks ill try and not order one right away cause I don't want b&n to shutdown this excellent warrenty policy over one false calm .
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I think if you continually tried this they would probably refuse after a certain point.
That said, I'm surprised others didn't know about this =\, lol.
Thanks, very good to know!
Worked for me.
superman_legendary said:
Hope this helps everyone.
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Thanks! this is great info...
RE: ordering a USB cord and charger
Well, read this post on the 25th of May and called the Barn n' Noble customer service line number and told them that end of the usb cord with the n was broken off and I also told the rep about the charger getting hot. So they said they would send on out via UPS and be here in 3 days. ... Well I called this morning and asked where my cord and charger are. They said that they never sent it as they don't have my correct address. I said, my billing and shipping address are both the same. So this time they said that it was going to be here in 3 days again. They also said that there should be a email message telling me the details. Whcih should be in my inbox within 5 to 10 minutes.. No email. and now they are closed. I am about at wits end with B n N.
tomofak said:
Well, read this post on the 25th of May and called the Barn n' Noble customer service line number and told them that end of the usb cord with the n was broken off and I also told the rep about the charger getting hot. So they said they would send on out via UPS and be here in 3 days. ... Well I called this morning and asked where my cord and charger are. They said that they never sent it as they don't have my correct address. I said, my billing and shipping address are both the same. So this time they said that it was going to be here in 3 days again. They also said that there should be a email message telling me the details. Whcih should be in my inbox within 5 to 10 minutes.. No email. and now they are closed. I am about at wits end with B n N.
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In my case it took 2 phone calls and one chat session to get it done.
I did get the replacement items within a week of the first call, but it took a chat follow-up (where they found no record of the original call) and then a second call (all over a course of 3 days) to finally get them.
To this moment, however, I've not gotten a single email concerning the issue.
I guess you've just got to be persistent.
They're probably overwhelmed and understaffed, but, I must say, all of the people I'd dealt with were unfailingly nice (if not efficient).
danvee said:
In my case it took 2 phone calls and one chat session to get it done.
I did get the replacement items within a week of the first call, but it took a chat follow-up (where they found no record of the original call) and then a second call (all over a course of 3 days) to finally get them.
To this moment, however, I've not gotten a single email concerning the issue.
I guess you've just got to be persistent.
They're probably overwhelmed and understaffed, but, I must say, all of the people I'd dealt with were unfailingly nice (if not efficient).
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That was pretty much my experience, too, minus the chat. The first rep at least told me that he had some kind of problem and I should call back in a couple days to confirm a replacement was coming. On the second call, it was pretty clear she could find no record of the first call. The only email I received was a satisfaction survey for the first call, but my cord did show up.

Returning my Nexus 7 to Google Deutschland

Hi all,
I just wanted to share my experience with Google Play in Germany. I am a native of Australia, but I have been living in Germany for about three years. As such, my German language skills are pretty good, but I often find it hard to speak over the phone. I noticed that my Nexus 7 has left side screen lift a week ago; I have a C8O, which is otherwise perfect, but I figured I should be completely happy with the device and not just partially happy. I also wanted to avoid any possible problems in the future. Additionally, the capacitors in my charger sound like they are going to pop at any second, so that was also of concern.
Anyway, I called their customer support, and the person I dealt with (Annette) was fantastic. She was patient with me, and when I described the problems, she straight away offered an exchange for a new device. So, I will order a new device today, and ship the problematic tablet back after I receive the new one. Which means I am not tablet-less; another surprise. Lets see how the return process goes, but so far, so good. Fingers crossed I receive a C9O with no manufacturing defects and a charger which doesn't sound like its about to explode!
Cheers,
0
That is great.
I live near Germany and I got my Nexus 7 with 1 bad pixel, considering for RMA...
once they receive the original device back. it will take you about two months on average to get your money back. But this is only if you stay on them about it.. Its all over the net about this trouble.. My bank has filed a Dispute with them for me and about 10 or there people who live in the area of my city for this exact issue.. you are very likely to get another device as bad or worse then the one your sending back...
So if you do not see your money in two weeks file fraud with your back. GOOGLE Needs to step up and fix this issue..
erica_renee said:
once they receive the original device back. it will take you about two months on average to get your money back. But this is only if you stay on them about it.. Its all over the net about this trouble.. My bank has filed a Dispute with them for me and about 10 or there people who live in the area of my city for this exact issue.. you are very likely to get another device as bad or worse then the one your sending back...
So if you do not see your money in two weeks file fraud with your back. GOOGLE Needs to step up and fix this issue..
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I've seen so much of this about, what a terrible method of a returns process, charging you for another device because the device you bought is broke?
What if it was a kid who'd saved all his pocket money to get the device, only for it to be broke, do they expect that kid to spend night and day doing paper rounds so he can buy a second, in order to return the first?
Sounds to me like this is their plan, and hope that alot of the customers do not complain and therefor they have sold that person two devices.
Very bad move of Google and totally destroying for their reputation in my opinion.
erica_renee said:
once they receive the original device back. it will take you about two months on average to get your money back. But this is only if you stay on them about it.. Its all over the net about this trouble.. My bank has filed a Dispute with them for me and about 10 or there people who live in the area of my city for this exact issue.. you are very likely to get another device as bad or worse then the one your sending back...
So if you do not see your money in two weeks file fraud with your back. GOOGLE Needs to step up and fix this issue..
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I am hoping that this won't be the case - They have not yet informed me that I will need to purchase a second device in order the RMA the first I purchased. Until they tell me that, I will wait and see. Regardless, German banks are, in my experience, very particular about fraud; I have contacted my bank previously about a charge which I didn't recognise and it was reversed the same day. I will see what happens, but thanks for the heads up
google will send you a email with a link in it. This link is to start the replacement process. What it does is charge your card for a second device. They send it to you. When you receive it you send them the old device.. Then you have to wait . after 14 days you call them to get the charge taken off your card. then it takes them about 3 weeks to get back to you. then a week or so later if you keep calling it will show up in google wallet that its been refunded.. (This is where im at in the process) . Im told by google they have given me my money back and to call my bank. My bank says THEY HAVE NOT and to file fraud charges. This cost 65.00 per device so i have waited and been putting pressure on google.. I will file the charges monday. I Asked my lawyer friend and he says that he might be able to MAKE Google come to Kentucky for a small claims case for the charges .
I Would if you can try to contact asus and see if they can let you send it to them to be REPAIRED.. atleast you know someone will be looking at it . If you go thru all of the above and end up with another bad device . Asus thou i think there support is lousy here in the us.. Are for better then Google..
Just my opinion sorry if i took this thread in the wrong direction.. But its something that many are having issues with and you have the right to know. Some people have had good experience in the exchange process. But it seems only a few .
Good Luck ..
UPDATE:
Okay, so step two in the RMA process has finally been completed. After seemingly forgetting the fact that I called the week before last to organise an RMA, I called Google again on Monday. The guy I dealt with was a bit less understanding of my language difficulties over the phone, but we got there in the end. I got the email with the cart link, and clicked this and 'paid' on Wednesday morning (even though they don't charge your card, it seems that they simply check that your card can cover the extra charge if need be). I actually used a debit and not a credit card, and the balance hasn't been touched at this point.
My new device just arrived! It seems they express-posted it to me, which is generous of them. Its another C8O, same as my 'old' tablet, and thus far doesn't have obvious left-side screen lift - But I will charge it up fully tonight, and see whether it occurs under heat. Meanwhile, I will unroot and lock the bootloader again on the old unit, just in case...
Fingers crossed for a lift-free Nexus 7 - but with all the other problems around, I am not holding my breath!
lanyao1920 said:
That is great.
I live near Germany and I got my Nexus 7 with 1 bad pixel, considering for RMA...
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one bad pixel most likely doesn't turn your device into a faulty one. i am not sure how they deal with that problem, however my experience on other devices were, that they will replace the device only if it had like 7+ dead pixels.
just throwing in my 2 cents.
Wilks3y said:
I've seen so much of this about, what a terrible method of a returns process, charging you for another device because the device you bought is broke?
What if it was a kid who'd saved all his pocket money to get the device, only for it to be broke, do they expect that kid to spend night and day doing paper rounds so he can buy a second, in order to return the first?
Sounds to me like this is their plan, and hope that alot of the customers do not complain and therefor they have sold that person two devices.
Very bad move of Google and totally destroying for their reputation in my opinion.
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In the end they will advertise with the most sold tablet just cause everyone had to buy another one for the exchange process on RMA
the0bserver said:
UPDATE:
Okay, so step two in the RMA process has finally been completed. After seemingly forgetting the fact that I called the week before last to organise an RMA, I called Google again on Monday. The guy I dealt with was a bit less understanding of my language difficulties over the phone, but we got there in the end. I got the email with the cart link, and clicked this and 'paid' on Wednesday morning (even though they don't charge your card, it seems that they simply check that your card can cover the extra charge if need be). I actually used a debit and not a credit card, and the balance hasn't been touched at this point.
My new device just arrived! It seems they express-posted it to me, which is generous of them. Its another C8O, same as my 'old' tablet, and thus far doesn't have obvious left-side screen lift - But I will charge it up fully tonight, and see whether it occurs under heat. Meanwhile, I will unroot and lock the bootloader again on the old unit, just in case...
Fingers crossed for a lift-free Nexus 7 - but with all the other problems around, I am not holding my breath!
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Click to collapse
Hope everything is fine.
I noticed my N7 had a faulty speaker yesterday and I brought it back to my retailer ( about 21 days passed after purchase ). I had my fingers crossed to get an immediate replacement there. But well they decided to send it to ASUS. So i am stuck with that. Guess it will take a few days longer that way. As the speaker problem is quite common, i am expecting a replacement. However now i am tablet free for the next 2 weeks i guess. Don't want to buy a new one just to cancel the deal within 14 days. Who knows, instead of returning the money, they'll just give me a gift card.
If anyone is interested, I'll update.
So - Long awaited update.
After two replacements with the same problem, they agreed to refund me once I had sent the tablets in and they were checked to ensure that they were not damaged (Of which they definitely weren't). I flashed both back to stock and relocked the bootloaders before I sent them in - They were as-new (aside from the sh*tty manufacturing problems).
The two replacement tablets were sent in on 30.10.2012. They confirmed that the tablets were received in The Netherlands on 31.10 via overnight express. I am still waiting for my refund, even though I was told it would take 'a maximum of 14 days once the tablets are received'. Its now been 42 days. The rep I have been dealing with tells me constantly that she has done all she can for me, and that she is waiting to hear back from another department. When I suggested that perhaps she should escalate the situation to a manager, she supplied me with a physical address where I could 'send my concerns'.
For a company laying claim to being the biggest internet company in the world, their customer service is nothing short of sh*t. I've experienced better customer service from Vodafone in the past - and that's saying something.
I have learned my lesson here - if you must buy Nexus products, buy them from a bricks and mortar store - NEVER BUY THEM DIRECT FROM GOOGLE.

PSA: check for dead pixels

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.
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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
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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.
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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.
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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.
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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.
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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.
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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.
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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
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: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.
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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
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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.
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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.

Handtec Returns? - magnetic charging "module" pulled out of phone

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.
.
Click to expand...
Click to collapse
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?
Click to expand...
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

sprint offering early upgrades for G4 users.

Edit:
This promotion ended.
Lease and easy pay only? That's stupid.
They no longer offer a two year. Anyone on a new plan that two years gets a subsidised phone charge.
RevChappy said:
I'll make this post pretty short. Sprint is giving people early upgrade for those with the LGG4 in IB agreements.
See the attachment.
Click to expand...
Click to collapse
Thank you so much! Forgive me, but I do not know all of the jargon/ acronyms used in that post.
we have two lines on a family plan that have g4s (1 yr left, phone purchased from amazon, and just got them back from LG warranty repair), can we just walk in and ask for an early upgrade (and will the employee know what we are talking about or do we need to direct them to look up some sort of memo)?
Also, would we get to keep our phones or do we have to trade them in?
Thank you so much! Until I saw this we were thinking about having t mobile buy us out...
Im a troll said:
Thank you so much! Forgive me, but I do not know all of the jargon/ acronyms used in that post.
we have two lines on a family plan that have g4s (1 yr left, phone purchased from amazon, and just got them back from LG warranty repair), can we just walk in and ask for an early upgrade (and will the employee know what we are talking about or do we need to direct them to look up some sort of memo)?
Also, would we get to keep our phones or do we have to trade them in?
Thank you so much! Until I saw this we were thinking about having t mobile buy us out...
Click to expand...
Click to collapse
You would need to go on, or call and see if you have the offer on your account for it. I have yet to see the offer personally, so I can't give you a ton of details.
RevChappy said:
You would need to go on, or call and see if you have the offer on your account for it. I have yet to see the offer personally, so I can't give you a ton of details.
Click to expand...
Click to collapse
Thanks for the quick reply. I'll check it out. It seems weird that some customers would get the offer and others would not... thanks again though!
Is there a date on this? I was told it expired via the Sprint reddit.
I was in there today, and they said that the offer has expired. But they also said they are re-working the offer, and it may be coming back. I'll keep you guys updated!
Is sprint telling people that the phone has a defect on the phone
Sent from my Nexus 6 using Tapatalk
Just got a call from my local Sprint store today wanting me to come in and receive an upgrade from my LG G4 to a new phone. First, Sprint never calls me. Second, I shouldn't be eligible for an upgrade yet. And finally, I didn't even purchase the phone from the local Sprint store, I got it from Best buy. Anyone else get a call like this?
I'm in the same scenario - 2 Sprint G4's with 1 year left on a 2 Yr Agreement. Haven't heard anything from Sprint. My phone bootlooped and was handled by LG Warranty about 4 months ago. Other line still somehow hasn't perished yet, so his is SOL if his phone bootloops (cause LG warranty is over by August 1st - possibly mine too, I don't know if the warranty extends if your phone bootloops and gets replaced or not, can't remember). We got our phones through Best Buy as well. Nothing yet hear.
I would love to hear about some kind of early termination option tbh because I wanna get a S7E. Not going to LG ever again after this phone. Had everything I wanted but it's just been kind of a letdown. At least LG's warranty repair service was fast (at least for me).
KillerDisturbed said:
I'm in the same scenario - 2 Sprint G4's with 1 year left on a 2 Yr Agreement. Haven't heard anything from Sprint. My phone bootlooped and was handled by LG Warranty about 4 months ago. Other line still somehow hasn't perished yet, so his is SOL if his phone bootloops (cause LG warranty is over by August 1st - possibly mine too, I don't know if the warranty extends if your phone bootloops and gets replaced or not, can't remember). We got our phones through Best Buy as well. Nothing yet hear.
I would love to hear about some kind of early termination option tbh because I wanna get a S7E. Not going to LG ever again after this phone. Had everything I wanted but it's just been kind of a letdown. At least LG's warranty repair service was fast (at least for me).
Click to expand...
Click to collapse
It's a known issue, so even with out insurance they have to replace it for you.
stcloud99 said:
Just got a call from my local Sprint store today wanting me to come in and receive an upgrade from my LG G4 to a new phone. First, Sprint never calls me. Second, I shouldn't be eligible for an upgrade yet. And finally, I didn't even purchase the phone from the local Sprint store, I got it from Best buy. Anyone else get a call like this?
Click to expand...
Click to collapse
I believe anyone who had the device replaced by the defect easy getting targeted for the offer.
Don't you like how if your phone has the known issue, but you don't know about it or forget to get it replaced before the end of your term, you have to pay a damage fee for the known defect?
just got off the chat with sprint, it is still available if you are
"Yes, that is correct. Normally, it will only be hotter than normal if being used while charging. But since you mentioned that you are just using it as normal and not when charging, I highly suggest that the device will be physically checked by our dedicated Sprint store technicians. Yes, we currently offer advance exchange for the defective device via Repair or Warranty Exchange process, however, based on the offer, it only applies for LG G4 Device won't power on, power cycles, or freezes / fails to boot up."
barelynotlegal said:
just got off the chat with sprint, it is still available if you are
"Yes, that is correct. Normally, it will only be hotter than normal if being used while charging. But since you mentioned that you are just using it as normal and not when charging, I highly suggest that the device will be physically checked by our dedicated Sprint store technicians. Yes, we currently offer advance exchange for the defective device via Repair or Warranty Exchange process, however, based on the offer, it only applies for LG G4 Device won't power on, power cycles, or freezes / fails to boot up."
Click to expand...
Click to collapse
My device was already replaced last month due to the bootloop, would I still be eligible now?
Considering my device just bootlooped yesterday I intend to call Sprint about this because chat seems clueless, thanks for posting this.
would they let me simply terminate the lease and return the G4 phone without getting a new one? I want to cancel the line the lease is on.
I talked to Sprint and after talking to a couple reps they agreed to terminate the lease and let me upgrade to a different phone if I paid $100. It would usually take one business day but considering my phone is currently out of service they got it to 4 hours.
Unfortunately after a hour of talking, exchanges are only available. Lame. I even mentioned about our whole family has lg issues and we have been with you (sprint) over ten years and you cant or wouldnt contact us, but you can send me a stupid survey text everytime we call. Then i was told i could get the ugrade date reset for 100.00.

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