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So I called Google this morning, yes on a Sunday, and was getting ready for one of those phone fights (well more like an argument over the phone, the kind you have when you call your cell provider for additional charges or handset replacement). We all hate those calls because they end up with bad news most of the time. Anyways my new toy, the NEXUS 7, started to make little creaking noises, like when you step on hard wood floors, every time I dragged my finger towards the left side of the screen(holding it portrait). I was reading online about all those problems they were having and was sad to see that mine was like some others I seen online. I was disappointed and to add more to it it started bleeding light on both sides but more on the left. So back to the call. I was expecting for an automated message or a long menu that was going to end up telling me to call during businesses hours. To my surprise I was on hold for like 5 minutes and talked to a real person that was so pleasant to talk to. I stated my reason for calling, he asked for my Goggle account and said "sorry for the inconvenience we will send out a new one to you and you'll get a label with return information to send the bad unit back". I was speechless............ no fight, no wait, no long story, no problem at all. Dam today is a great day. Great Sunday.
So I just wanted to say if you got a bad unit Google will happily replace it. I'm sure its going to take like a week or two because their sold out but hey, I'm not complaining. Just call the NEXUS help line bellow and that's it.
1-855-83 nexus (63987)
Loving the new approach that Google is with their NEXUS devises.
Keep it up Google !!!!!!!!
Sent from my Nexus 7 using xda premium
Nice to know the aftersales support seems worth the wait. Nice to see a good experience for once.
Sent from my Transformer while the N7 is lost in the Play Store Black Hole.
16gb N7 UK ordered 3rd July.
But you have to wait until a "tech" reviews the case though and they will send you an RMA email right? Because I did the same thing last night and was told I will be contacted by someone who reviews the case...
They said I'll get a conformation email from a tech and that's it.
I'll get a new one then send this one back
Sent from my Nexus 7 using Tapatalk 2
That's positive news. Please keep us up to date on how it turns out.
I just gave Google a call after reading your post and got a rep in under a minute. I told him my N7 had the screen separation issue and he said they'd start the replacement process no problem. He said that they'd be emailing me in the next day or two to confirm some details and they'd send me a replacement soon. He also said that the 16 GB model being backordered wouldn't delay the shipment of my replacement.
Sent from my Nexus 7 using xda app-developers app
roush611 said:
But you have to wait until a "tech" reviews the case though and they will send you an RMA email right? Because I did the same thing last night and was told I will be contacted by someone who reviews the case...
Click to expand...
Click to collapse
I have the same problem. And yes I too was told that I would get a new N7, but only after my case was reviewed. The rep I spoke to said that I would receive an email or call. To the original poster, you may want to give Google a call back just to verify the process.
Sent from my Nexus 7 using XDA Premium HD app
aliaselchore said:
So I called Google this morning, yes on a Sunday, and was getting ready for one of those phone fights (well more like an argument over the phone, the kind you have when you call your cell provider for additional charges or handset replacement). We all hate those calls because they end up with bad news most of the time. Anyways my new toy, the NEXUS 7, started to make little creaking noises, like when you step on hard wood floors, every time I dragged my finger towards the left side of the screen(holding it portrait). I was reading online about all those problems they were having and was sad to see that mine was like some others I seen online. I was disappointed and to add more to it it started bleeding light on both sides but more on the left. So back to the call. I was expecting for an automated message or a long menu that was going to end up telling me to call during businesses hours. To my surprise I was on hold for like 5 minutes and talked to a real person that was so pleasant to talk to. I stated my reason for calling, he asked for my Goggle account and said "sorry for the inconvenience we will send out a new one to you and you'll get a label with return information to send the bad unit back". I was speechless............ no fight, no wait, no long story, no problem at all. Dam today is a great day. Great Sunday.
So I just wanted to say if you got a bad unit Google will happily replace it. I'm sure its going to take like a week or two because their sold out but hey, I'm not complaining. Just call the NEXUS help line bellow and that's it.
1-855-83 nexus (63987)
Loving the new approach that Google is with their NEXUS devises.
Keep it up Google !!!!!!!!
Sent from my Nexus 7 using xda premium
Click to expand...
Click to collapse
I had the same problem but 1000 tomes work screen was jumbles and rotating and screwed and they shipped it out Friday over night and I'll get it Monday from what I know they have a "secret stash" so they can handle any faulty units.
So I requested an RMA Thursday night for the screen lift issue and finally got the instructions for the replacement unit this morning. I'm wondering, has anyone had their replacement unit shipped out yet? I'm in no rush, but the instructions do say I have 21 days from replacement "purchase" to return the faulty unit. I was hoping to keep using my current unit until the replacement unit arrives, but with the shipping fiasco going on, I wonder if I'll get it before the 21 days is over.
I was confused about that.
The email I got from Google Play support says I have 21 days from the date of the delivery:
RETURN YOUR ORIGINAL DEVICE
You’ll need to return your original device to our service center. Additional charges for the full price of the device will be incurred if our service center doesn’t receive your original device within 21 days of your replacement delivery
Click to expand...
Click to collapse
But my Google Play receipt for the replacement says 21 days from the date of the order:
Please ensure that your shipment arrives at its destination within 21 days from the date of this order to avoid being charged.
Click to expand...
Click to collapse
I guess I'll do it within 21 days of the order just to be safe.
Anyway, I placed the order for a replacement on the 19th and it hasn't shipped yet.
I just got off the phone with Google support...was on hold waiting for someone to pick up for about 5 minutes. Everything went very smooth they're sending me a replacement device. He said it will take 2-3 days to process and then my replacement will be shipped. He also said sorry for the inconvenience he understands my frustration Lol......he stated that it was a manufacturing problem with the screens
Sent from my Nexus 7 using xda app-developers app
Had the same experience here trying to organise a replacement for mine (row of dead pixels). The CSR was very helpful and told me an advanced replace,went will be sent to me soon and a specialist will be in contact with me. Hoping to hear from the specialist soon.
Sent from my Nexus 7
Thanks for the info I just looked at my n7 and notice the screen lifting a little so I'm on hold waiting to talk to someone right now.
i send them an email regarding the heavy display bleeding problem on my nexus. should i call them?
the only thing that keeps me worried is the fact that nobody can guarantee that the replacement will be without issues, there seem to be many display issues ATM...
Shahpur.Azizpour said:
i send them an email regarding the heavy display bleeding problem on my nexus. should i call them?
the only thing that keeps me worried is the fact that nobody can guarantee that the replacement will be without issues, there seem to be many display issues ATM...
Click to expand...
Click to collapse
This is my worry. I don't want to do this 5 times before getting a good one.
Shahpur.Azizpour said:
i send them an email regarding the heavy display bleeding problem on my nexus. should i call them?
the only thing that keeps me worried is the fact that nobody can guarantee that the replacement will be without issues, there seem to be many display issues ATM...
Click to expand...
Click to collapse
When you factor in the number of people on these forums having issues vs the millions they manufacturered and sent out, it's still a small blip on the radar. At least they're taking care of the issue instead of just sending everybody a rubber case to band-aid the problem. :laugh::laugh::laugh:
Yeah, for those who don't know, their support line, at least in the US, is open 24/7. I don't know if it's temporary for the launch or permanent, but the rep I talked to the other day said call whenever you feel like it and to try to avoid peak times.
I was so surprised with their customer service too! They were...pleasant. Crazy, I know lol I've called twice in the last couple of weeks and the reps were extremely helpful both times. Google gets a +1 for the good customer service! (even if it does take forever to get connected to somebody lol)
Sent from my SPH-D710 using xda premium
Below is the followup email I got within the 24-48 hour window they specified when I called in for an RMA.
Hi,
A replacement device will be provided and your original device will be inspected if you elect to send it in for warranty replacement.
*Important*
RETURN YOUR ORIGINAL DEVICE
You’ll need to return your original device to our service center. Additional charges for the full price of the device will be incurred if our service center doesn’t receive your original device within 21 days of your replacement delivery.
UNDERSTAND YOUR WARRANTY COVERAGE
Additional charges up to the full price of your device will be incurred if our service center determines that the damage to your original device isn’t covered under warranty. Prior to ordering your replacement and sending your device for inspection, please refer to the warranty card in the Nexus 7 packaging or visit www.asus.com for details on the ASUS limited warranty.
If you elect to send in your device and receive a replacement after reviewing the warranty, the first step is to return your device using the attached RMA.
Please package the item carefully. The original packing materials may be used. If you are returning fewer items than in the original shipment, please add effective packing materials to ensure the box and the enclosed device(s) are adequately protected from movement inside the shipping box.
For detailed instructions on preparing an item for return, please visit our Help Center at http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2462890
To initiate the return of your original device you'll need to do the following:
1. Print the attached Return Authorization form
2. Insert the Return Authorization form into the outer UPS box.
3. You'll receive a UPS shipping label attached in a separate email. Check your email spam folder if you don't receive this shipping label within the hour.
4. Print this shipping label and affix it to the UPS box.
5. Take your package to any location of The UPS Store®, UPS Drop Box, UPS Customer Center, UPS Alliances (Office Depot® or Staples®) or Authorized Shipping Outlet near you.
To receive your replacement device free of charge, click the link below to access a personal cart that has been prepared with your replacement device already included. Please note that you must be signed in with the same account used to make your original purchase in order to access the below cart:
[REPLACEMENT CHECKOUT URL]
An authorization for the full price of the replacement device will be placed on your credit card. 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 is delivered within 21 days and the damage to your device is verified to be covered under warranty.
Regards,
*****
The Google Play Team
After placing the return order I got the following email
Thank you.
You’ve ordered a replacement from Google Play. The replacement order will appear as an authorization (AUTH) on your credit card but you will not be charged for the device, tax, or shipping, under normal circumstances.
Please check your email for instructions about returning your defective item. Return your defective item promptly to avoid being charged for this order. Please ensure that your shipment arrives at its destination within 21 days from the date of this order to avoid being charged. Following an inspection by the repair service center, the replacement device is yours to keep without charge if the problem is due to an issue covered under warranty.
Order number: XXXXXXXXXXXXXXXXXXX
Order date: Jul 23, 2012 1:27 PM CDT
Payment method offered as guarantee: DISCOVER xxx-8XXXX
Purchased from:
Google, Inc.
1600 Amphitheatre Parkway
Mountain View
CA
94043
United States
Ship to:
XXXXX
XXXX
XXXX
XX
XXXX
United States
Shipping Status Quantity Item Price
Not Shipped 1 Nexus 7 16GB Tablet US - New $249.00
Shipping: $0.00
Tax(TX): $0.00
Total (AUTH): $249.00
The Total (AUTH) indicates the amount that has been authorized. This means that a portion of your card’s credit limit is held for several days but no charge is made.
The terms and conditions which apply to your purchase can be found at https://play.google.com/about/device-terms.html
Check the status of this order anytime in your Google Wallet Account.
Questions? Contact Google Play or call 1-855-83-NEXUS (1-855-836-3987).
---------- Post added at 01:36 PM ---------- Previous post was at 01:29 PM ----------
If nothing else it looks like a good way to get another N7 without shipping or taxes /s
steevp said:
I was confused about that.
The email I got from Google Play support says I have 21 days from the date of the delivery:
But my Google Play receipt for the replacement says 21 days from the date of the order:
I guess I'll do it within 21 days of the order just to be safe.
Anyway, I placed the order for a replacement on the 19th and it hasn't shipped yet.
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Click to collapse
I was wondering about this as well.
So I was just wondering what kind of experiences people have had with walmart service plan on there nexus 7's.
My son broke the screen on mine and they were real quick about getting me a shipping label and saying repairs would take no time, The day they got my tablet they said they repaired it and sent it back, But when i got it back the grey bezel piece was cracked from when they pried open the back, the screen was sticking out so far that i could pull it out with my finger nail and the touch screen did not work and to top it all off there was a piece of paper in there with some ones initials saying they had checked the functionality and made sure every thing worked LOL . so now i am waiting on another shipping label. Maybe the second time is the charm? has any one else used the warranty from walmart on their nexus 7's? if so how was your experience?
Where did they send it? sounds like some sort of dodgy 3rd party company that has botched a repair big time without even testing it or anything
I'd demand some sort of refund/compensation
Life time service center in Ontario ca, I think i complained enough that i get a refund might have to go buy 2 used ones lol
The only time i used the service plan was for water damage on a Straight Talk phone. They just sent me a store credit card though.
I've had my glass since this past weekend, and as fun as a neat gimmick can be, it kind of got old fast. I have multiple issues with mine ( understanding it isn't a finished product ). Some of the problems I'm running into are;
Turning itself on ( I'll charge it for the night and keep it turned off, and when I unplug it in the morning, they're already on somehow )
Really poor battery life ( I know some people report bad battery, but, this is beyond it. It's on standby most of the time, and I'll still only get maybe 4-5 hours on it )
Very poor Wi-Fi ( Even when I'm in the same room as my router, I show only 1-2 bars is strength )
At this point, the glass has failed to really blow me away as a new device, however, I've noticed Google says if returned, there is none right now, but in the future could later charge a re-stocking fee. I'm wondering if anyone has returned theirs for whatever reason and have been charged one? If mine is having such issues and was sent back, I would like to assume the worst is I'd pay for my own shipping+handling.
Thoughts and/or experience?
MisterRich said:
I've had my glass since this past weekend, and as fun as a neat gimmick can be, it kind of got old fast. I have multiple issues with mine ( understanding it isn't a finished product ). Some of the problems I'm running into are;
Turning itself on ( I'll charge it for the night and keep it turned off, and when I unplug it in the morning, they're already on somehow )
Really poor battery life ( I know some people report bad battery, but, this is beyond it. It's on standby most of the time, and I'll still only get maybe 4-5 hours on it )
Very poor Wi-Fi ( Even when I'm in the same room as my router, I show only 1-2 bars is strength )
At this point, the glass has failed to really blow me away as a new device, however, I've noticed Google says if returned, there is none right now, but in the future could later charge a re-stocking fee. I'm wondering if anyone has returned theirs for whatever reason and have been charged one? If mine is having such issues and was sent back, I would like to assume the worst is I'd pay for my own shipping+handling.
Thoughts and/or experience?
Click to expand...
Click to collapse
Where did you see the return policy? I have had them for 12 hours, and like yourself, am not blown away. Is that it? I keep saying to myself. I have a couple account issues, as it seems only to be able to recognize one gmail account at a time. They are neat, but not $1500.00 neat.
Exactly my thoughts. Not $1,500 neat. Especially acknowledging in the future production release there's no chance they'll retail $1,500 as well. My guess is once a final product is released they'll be 1/3 of that price. Moving along from that, here is where I read the terms for Glass including return information:
https://www.google.com/glass/terms/
Return Policy
If for any reason you do not wish to keep your Device, you have up to 30 days from the date the Device is delivered to you to cancel your purchase of the Device and your contract with Google. If you exercise your right of cancellation and the Device has been delivered to you, you are responsible for returning the Device as soon as possible and at your own cost. To initiate a return please contact Glass Support and obtain a return authorization. For some returns Google may charge you a restocking fee. Please review the restocking policies posted here to determine whether such fees apply to you. Upon Google's receipt of the returned Device, Google will issue a refund in your Google Wallet account using your initial payment method minus any applicable shipping and handling and restocking fees.
You must take reasonable care of the items that you wish to return, and we request that you return the Device with its original packaging and any accessories. Upon Google's receipt of the returned Device, Google will issue a refund in your Google Wallet account for the amount paid for the Device, less any shipping and handling charges, within a reasonable time. If you decide to cancel the purchase of the relevant Device as set out in this paragraph and if you fail to return the Device in accordance with these Terms, you may be charged a sum for our direct cost of recovering that Device, and we may deduct that sum from your refund.
I did actually just get off the phone with Google Glass support this morning and informed them the glass program wasn't right for me. They did send a return shipping label to send back. So far so good, so I will probably be sending them back this upcoming week.
MisterRich said:
Exactly my thoughts. Not $1,500 neat. Especially acknowledging in the future production release there's no chance they'll retail $1,500 as well. My guess is once a final product is released they'll be 1/3 of that price. Moving along from that, here is where I read the terms for Glass including return information:
https://www.google.com/glass/terms/
Return Policy
If for any reason you do not wish to keep your Device, you have up to 30 days from the date the Device is delivered to you to cancel your purchase of the Device and your contract with Google. If you exercise your right of cancellation and the Device has been delivered to you, you are responsible for returning the Device as soon as possible and at your own cost. To initiate a return please contact Glass Support and obtain a return authorization. For some returns Google may charge you a restocking fee. Please review the restocking policies posted here to determine whether such fees apply to you. Upon Google's receipt of the returned Device, Google will issue a refund in your Google Wallet account using your initial payment method minus any applicable shipping and handling and restocking fees.
You must take reasonable care of the items that you wish to return, and we request that you return the Device with its original packaging and any accessories. Upon Google's receipt of the returned Device, Google will issue a refund in your Google Wallet account for the amount paid for the Device, less any shipping and handling charges, within a reasonable time. If you decide to cancel the purchase of the relevant Device as set out in this paragraph and if you fail to return the Device in accordance with these Terms, you may be charged a sum for our direct cost of recovering that Device, and we may deduct that sum from your refund.
I did actually just get off the phone with Google Glass support this morning and informed them the glass program wasn't right for me. They did send a return shipping label to send back. So far so good, so I will probably be sending them back this upcoming week.
Click to expand...
Click to collapse
Please keep this thread updated. I just purchased my explore glass in tangerine and am not sure if I will be holding onto my pair for the $1,700 the total cost ended up being. (I opted for the stereo headset as well + tax) I'm really excited to try them out but after reading threads like these feel like I may have a similar experience. My delivery is scheduled for tomorrow, hopefully they arrive before I have to go to work. I would like to know the return process and outcome for you. Thanks
kflanegan said:
Please keep this thread updated. I just purchased my explore glass in tangerine and am not sure if I will be holding onto my pair for the $1,700 the total cost ended up being. (I opted for the stereo headset as well + tax) I'm really excited to try them out but after reading threads like these feel like I may have a similar experience. My delivery is scheduled for tomorrow, hopefully they arrive before I have to go to work. I would like to know the return process and outcome for you. Thanks
Click to expand...
Click to collapse
Hey guys, I did return my Glass, only reason being was Money, couldn't afford it after plumbing issues at the house. You have 30 days to do so. Just contact Glass support, let them know. They send you a box and a UPS label, pack everything up, ship it back to them, and about a week later you'll get a full refund. No restocking fee or anything. A VERY easy and painless process.
sum182 said:
Hey guys, I did return my Glass, only reason being was Money, couldn't afford it after plumbing issues at the house. You have 30 days to do so. Just contact Glass support, let them know. They send you a box and a UPS label, pack everything up, ship it back to them, and about a week later you'll get a full refund. No restocking fee or anything. A VERY easy and painless process.
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Click to collapse
Good info- I have had mine since Dec. 13th. I've had a few issues-
Why can't the battery be on the left side?? All the weight it on one side, not terrible but just kinda funky-
Where the metal ends right above my right ear, scratches my ear- I've seen multiple people complaining about this and putting mole skin on it-
Plain home screen? Just the time?
No real settings? No ability to clear cards?
Battery isn't terrible bad (unless you're showing them to everyone).
Yea it's neat but still way too early for a release. I'm going to send mine back and get my $1,620 back... Sooner rather than later too- If they fall off my head and break they're not returnable and can't be fixed.
Anybody ever think about selling them on ebay?? I've seen a few pair go for $2,000+ within the last few days, only a couple hundred $ profit after ebay fees but still better than returning for $0 profit...
Just like mentioned above, it was really painless. I called Google support and their emailed me a shipping label. They however did not send me a box. I will maybe try contacting them again to see if they'd be willing to do so because I'd rather send it back in their custom box than something I put together. I considered selling them on eBay but their privacy policy does mention they don't want owners selling it third party, and I'd hate to be in the scenario someone who buys it has a problem and then tries contacting Google Glass support and find out I was the original owner by serial and they get upset with me for breaking the policy. Maybe I'm just over paranoid.
Anyways, seems quite painless as long as you do it within the 30 days, the support was very prompt and polite and didn't dispute the problem. I informed them they just weren't meeting my needs. I just couldn't keep them charged in order to play with them. Hope this helps anyone who's curious.
MisterRich said:
Just like mentioned above, it was really painless. I called Google support and their emailed me a shipping label. They however did not send me a box. I will maybe try contacting them again to see if they'd be willing to do so because I'd rather send it back in their custom box than something I put together. I considered selling them on eBay but their privacy policy does mention they don't want owners selling it third party, and I'd hate to be in the scenario someone who buys it has a problem and then tries contacting Google Glass support and find out I was the original owner by serial and they get upset with me for breaking the policy. Maybe I'm just over paranoid.
Anyways, seems quite painless as long as you do it within the 30 days, the support was very prompt and polite and didn't dispute the problem. I informed them they just weren't meeting my needs. I just couldn't keep them charged in order to play with them. Hope this helps anyone who's curious.
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Click to collapse
I have also initiated my return process through email. I'll keep the thread updated with my experience. I used my Glasses over the past week in various circumstances and while I enjoyed the neat factor and various built in features cannot currently justify the high price tag for my everyday use. My main concerns are battery life and real world use case scenario's. My battery typically lasted 3-4 hours maybe 5-6 with light use. This seems short for the hardware involved and tiny screen the device needs to power. I believe if there was a more expansive settings menu where wifi and bluetooth could be turned off when not in use battery life could easily be extended to 7-8 hours for taking pictures/videos and such. I couldn't find enough use cases for the current crop of glassware available and found the cards for updates very annoying after they built up over the days and week I used Glass. No way to dismiss them apparently even after a factory reset and new setup. Anyway when it's all said and done I felt very lucky to have the opportunity to use Glass even for just one week. This experience has kept me very interested in the new technology and I tried to evangelize and give any interested geeks the chance to try out my pair whenever someone came up to me and asked questions. I won't miss all the stares from people who had no idea what was on my face and certainly let me know it when I glanced their way. Also constantly worrying about where the glasses are and making sure they were safe and not in danger will be a sigh of relief.
I initiated my return process via phone this morning. I should be getting an empty box with a shipping label. Indeed it was a very neat gadget but I simply could not justify the 1600 price tag on it. It's got a lot of great apps that have potential though. I will be following the news about them closely still.
-edit-
Got the box Monday morning. It seems from the instructions that they alloted no room for the accessories in the return box?
Agreed
All of the aforementioned issues appear to be the norm. I contacted Google for return and got the hard sell, and decided to try them for another week just for good measure, but battery life coupled with price vs utility makes keeping them unlikely. Although I DO like the Tesla and Strava apps quite a bit.
My touch screen recently stopped responding altogether. I've had intermittent problems with it, sometimes seeming to be related to whether or not the charger was plugged in (as I've seen some other complaints about this), and sometimes simply inexplicably temporarily stupid. It's been unresponsive entirely for about two weeks now, though. The phone never got wet, bent, dropped, etc.
I called Google's Nexus support and talked to them about it for a while. We did a bunch of stuff over the phone that I deemed entirely unnecessary but did just to placate the customer service rep on the phone with me. I cleared cache, wiped the phone, flashed the latest OTA, basically everything I could do except take it apart while the touchscreen doesn't work. We settled (finally) on needing to RMA the phone.
After creating and setting up the RMA, I was informed that they need to place a $400 on my account while we cross-ship the device. After they checked the device out and the moisture indicator came up clean and whatnot, I'd get my money back. I'm pretty poor, especially given that I have three children, and can't really loan Google $400. I told the rep that if possible, I wanted to simply send them my phone and wait until they did whatever they needed to do, then either told me to eff off or sent me a new phone. He said he'd have to talk to his lead. He did so, and was told that no, there's absolutely no way I could send them my inoperative phone and wait until they could confirm I'd been sent a dud. I have to fork over $400, absolutely, no matter what, until they determine that I'm not a jackass trying to get over on them.
Feeling that this was completely illogical and that there was no way Google would have a ridiculous policy like this, with no exception, I decided to try again a few days later. I talked to a different rep about the situation and was fed basically the exact same verbatim line. I purchased my Nexus 5 on launch day, 6 November. My warranty runs up in a few months and I'll be heading to Afghanistan for an all-expenses paid vacation right before it does. I'm pretty furious about the whole ordeal and, basically, I want to know what kind of experiences other people have had regarding Google's warranty program?
tl;dr
Same for me. :/
Different story here (Hong Kong), I can just drop it at LG service center then they will take care of it.
Sent from my Nexus 5 using XDA Free mobile app
Actually, that brings me to another point. I was advised to call LG to see what they could do for me. LG told me that if I paid to ship it to them, they'd happily repair it for money, then charge me to ship it back. US warranty repair/replacement is all through Google, they told me.
That's a fantastic piece of advice I was offered.
I don't really see the problem. You have a credit card, right? When I had my Nexus 5 replaced, I gave them my credit card number, a pending charge for $400 showed up, and after they received my phone, the pending charge went away. I don't even think the charge ever went past pending on my credit card. I certainly didn't have to actually pay or lend them $400 of my own money.
gtg465x said:
I don't really see the problem. You have a credit card, right?
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No. So it's a problem.
DummyPLUG said:
Different story here (Hong Kong), I can just drop it at LG service center then they will take care of it.
Sent from my Nexus 5 using XDA Free mobile app
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Same here in Slovenia, you Americans are really getting robbed by that capitalism lol,to give them a 400$ loan I mean omg,and I'm grateful that I live in the EU where the rights of consumers are protected and every phone bought here has a 24month warranty
Sent from my Nexus 5 using XDA Premium 4 mobile app
solacelost said:
After creating and setting up the RMA, I was informed that they need to place a $400 on my account while we cross-ship the device. After they checked the device out and the moisture indicator came up clean and whatnot, I'd get my money back. I'm pretty poor, especially given that I have three children, and can't really loan Google $400. I told the rep that if possible, I wanted to simply send them my phone and wait until they did whatever they needed to do, then either told me to eff off or sent me a new phone. He said he'd have to talk to his lead. He did so, and was told that no, there's absolutely no way I could send them my inoperative phone and wait until they could confirm I'd been sent a dud. I have to fork over $400, absolutely, no matter what, until they determine that I'm not a jackass trying to get over on them.
tl;dr
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I assume that Google is doing the "we send you a new phone and once you get it, you send us back the old phone while we hold the price of a Nexus 5 on your credit card account" if I understand your post correctly. I find it a little funny that people can hate this method, as you do, while other people, like myself, love doing it this way.
I had to RMA my Nexus 5 after 1 month of use because it kept rebooting and I was so happy that I was allowed to keep my defective phone (because it can still be used, even though it annoyingly reboots) while waiting for a new device to be shipped to me. I wouldn't know what to do if I had NO cell phone for however long it takes for me to first send them my defective phone and then wait for them to process it and send a replacement phone. I'd guess that would probably take upwards of 2 weeks.
When I used Logitech's RMA process for my mouse, I had to beg them to use the same process. How was I supposed to use my desktop computer with no mouse for 2+ weeks while waiting for a replacement?
Overall, I think Google's warranty program is setup to be consumer friendly, but I can see how it can be a headache for those that are poor.
Also, having my device while waiting for the replacement isn't super useful to me if the entire touchscreen is inoperative. That's the point I tried to make with Google, I don't need a new device ASAP because this one is just as useless as no device. I'm already using an old phone (which I can't stand...).
teonagode said:
Same here in Slovenia, you Americans are really getting robbed by that capitalism lol,to give them a 400$ loan I mean omg,and I'm grateful that I live in the EU where the rights of consumers are protected and every phone bought here has a 24month warranty
Sent from my Nexus 5 using XDA Premium 4 mobile app
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Money is sent to Google so they can send out a second device. Once you have 2x Nexus phones in your hands you can then decide which you want to return and are never left device-less.
There is no loan, just a short hold on your credit card in case you keep both. Cross shipping is a valuable service, but you can choose to deal with LG and be in the same boat as most non-Google phone owners who are forced to wait a month or so for service.
If you don't have $400 to put up as collateral, I would just get a credit card. There are a lot of benefits to having a credit card. You can get 1% to 5% cash back on everything you buy, build credit, get better fraud protection than a debit or ATM card, and you can use it in situations like this as collateral instead of loaning a company your own money.
I do agree that Google should allow standard, old fashioned RMAs for people without credit cards who don't mind waiting though. That sucks.
+1 just RMA my device... Use a credit card they won't charge it just a temporary authorization so no money actually changing hands. Once your device is back in their hands they will cancel the authorization.
Sent from my Nexus 5 using Tapatalk
Hi
Looking for some guidance - I am a private seller and do not run a shop. I sell my own things which are perfect working order and a buy as seen / no returns policy is indicated.
Anyway, I sold a Sony camera 4 weeks ago (in the UK) and the buyer took the camera on holiday (abroad) for a week and has returned saying there is a dead pixel and asked ebay to return it. Even though I said no returns, and proved there was nothing wrong with the camera before selling (enclosed a photo taken prior to sale), ebay have honoured the return!!! It has now been posted back and ebay have left it to me to get the camera inspected.
Come back for me - apparently none!
All I deduce is that the buyer changed her mind or damaged the camera in some way and decided to return it.
Where is my legal footing on this???
Ebay are crooks. They said if the camera comes back as no problem they will put a red mark on her account - in the meantime I'm out of pocket over £400 (which has since been spent). The hold is placed on the paypal account in the meantime.
I am thinking I'll try doing a visa chargeback or take ebay to small claims. Views?
thanks all
eBay is a buyer friendly market, there's really nothing you can do.
Are you 100% sure there isn't a dead pixel?
There was no dead Pixel as I had it checked by a local camera shop. The sensor was filthy and so was the body and the camera was returned damaged. Ebay have since agreed to cover the refund cost and I won't be out of pocket.
Interestingly they provide 30 days refund for buyers even if you as a private seller say "no return".
Sent from my ONEPLUS A3003 using Tapatalk
If you are based in the UK too, and you know for a fact it was working perfectly fine, plus you had it stated as no returns.
If you have evidence of that, and Ebay basically tells you pay up or else, you can take it to a small claims court, because the buyer bought it on the basis of a no returns policy.
I would double check exactly whats in the Ebay ToS is though.
I hope that helps in some way.
I think the no returns only applies to auctions. If you sell it as a buy it now item you have to accept returns no matter what?
This is for Ebay, or use PayPal next time to help in the making a safe transaction....and or dispute.
Thread Closed.
bonerp said:
Hi
Looking for some guidance - I am a private seller and do not run a shop. I sell my own things which are perfect working order and a buy as seen / no returns policy is indicated.
Anyway, I sold a Sony camera 4 weeks ago (in the UK) and the buyer took the camera on holiday (abroad) for a week and has returned saying there is a dead pixel and asked ebay to return it. Even though I said no returns, and proved there was nothing wrong with the camera before selling (enclosed a photo taken prior to sale), ebay have honoured the return!!! It has now been posted back and ebay have left it to me to get the camera inspected.
Come back for me - apparently none!
All I deduce is that the buyer changed her mind or damaged the camera in some way and decided to return it.
Where is my legal footing on this???
Ebay are crooks. They said if the camera comes back as no problem they will put a red mark on her account - in the meantime I'm out of pocket over £400 (which has since been spent). The hold is placed on the paypal account in the meantime.
I am thinking I'll try doing a visa chargeback or take ebay to small claims. Views?
thanks all
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