Related
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.
Click to expand...
Click to collapse
I was wondering about this as well.
Hey guys just passing along my horror story from the Google Play Store. So I pre-ordered my Nex7 on June 29th cool, got it on July 17th. Opened it up and started charging it. It doesn't accept a charge from the included charger, or so I tried 3 other chargers no go, tried from my computer to the tablet and it lets me access the internal storage like it should but alas, no charging. Factory reset no go, long story short I'm not a Android noob my any means and tried everything because honestly who wants to mail back their new toy? Called support waited on hold for a little over an hour which was expected because I'm sure a ton of people were calling asking where theirs as at so it is what it is. So it gets sent to the "Internal" team for RMA and exchange and they will Email me my UPS stuff. So 4 days later I get the email (July 21st) and I ship it back on the following Monday (July 23rd) and order the new one the same day which the pre-authorized my card for the 249.99 in case I never send back my original makes sense ok. Normally the new one is mailed out in 3 days or so. So Thursday (July 26th) rolls around and Google gets my old tablet and mine still hasn't shipped. So finally on Monday (July 29th) I call to ask if something is wrong or whatever because I still haven't seen anything on my replacement tablet and I get the explanation of it's "Stuck" and the "Internal" team is looking into it. So at that point I'm curious what stuck actually is? I've sent in my old one and it was received and I've ordered my new one with was pre-authorized. She didn't know but assured me I'd get an email VERY soon on it. So fast forward to today (August 13th) I've called once a week to inquire about it and I'm still being polite about it because I've had to work customer service when I was younger and I know these poor people get freaked out on by tons of callers even though they didn't do anything wrong. Today I was told that apparently the ENTIRE internal team was in a meeting until noon today (Right?) and the CSR I talked to today would personally talk to a few of them because it's been 3 weeks since I put in my order for a replacement and it SHOULD take roughly 3 day (I'm not holding my breath).
So basically I'm failing to see the problem here. They received my old one, they've charged me for a new one, but it hasn't been sent. I'm not understanding why it takes 3 weeks to solve this problem on my it's "Stuck" when it should take about 30 seconds to look at my account and see everything is as it should be and send the new one.
On a side note I never activated it on my account so it's not like there's a $20 credit they're trying to sort out or anything it's all about as strait forward of an exchange as you can get. I've already purchased a Nexus 7 from Sams Club (Before mine ever came in the mail) and this one was suppose to be for my girl friend and now she's mad because she loves mine and wants her own. I doubt even if this gets resolved today I'll ever buy from them again and if it doesn't get resolved I guess I'll return it and drive 10 minutes to Walmart and buy one.
Sorry if it seems like a rant but I figured I'd just share my current experience with the Play Store.
why not just ask google for a refund and buy it locally?
neotekz said:
why not just ask google for a refund and buy it locally?
Click to expand...
Click to collapse
he'll wait a long, long time for his money back if he does that. Day 15(in terms of business/working days) since i refused delivery of my tablet and still no refund in sight.
Check this out I have been submitting a return request every monday or tuesday for 3 straight weeks. Absolutely nothing. I hate waiting on the phone but I guess I will have to. Why do they have the form there when they never answer the requests? I'm not picky about customer service but this is terrible.
haloimplant said:
Check this out I have been submitting a return request every monday or tuesday for 3 straight weeks. Absolutely nothing. I hate waiting on the phone but I guess I will have to. Why do they have the form there when they never answer the requests? I'm not picky about customer service but this is terrible.
Click to expand...
Click to collapse
Rofl I love your messages
neotekz said:
why not just ask google for a refund and buy it locally?
Click to expand...
Click to collapse
Ten_fold is correct, it will take 2 weeks to get my money back even though they've had my original device in their hands for a "Pending" exchange for almost a month now. I'm not really picky or anything but this whole thing is pretty nuts. Honestly at my job if I did stuff like this I'm pretty sure I'd be fired pretty quick especially since this isn't even anything special just mail the Fing thing out.
Clienterror said:
Ten_fold is correct, it will take 2 weeks to get my money back even though they've had my original device in their hands for a "Pending" exchange for almost a month now. I'm not really picky or anything but this whole thing is pretty nuts. Honestly at my job if I did stuff like this I'm pretty sure I'd be fired pretty quick especially since this isn't even anything special just mail the Fing thing out.
Click to expand...
Click to collapse
I'm not super stressed about it, but having £168 of my money taken away from me for almost a month, for an item i technically never even received is beyond a joke really.
I refused my order from the Play Store as instructed by Google when they wouldn't let me cancel. A month on and I'm still waiting for my refund.
Sent from my Nexus 7 using Tapatalk 2
haloimplant said:
Check this out I have been submitting a return request every monday or tuesday for 3 straight weeks. Absolutely nothing. I hate waiting on the phone but I guess I will have to. Why do they have the form there when they never answer the requests? I'm not picky about customer service but this is terrible.
Click to expand...
Click to collapse
Where did you get a summary of your inquires like that? I would love to see mine.
I have been waiting since July 24 for my refund I phone them and they don't seem bothered what a bunch of jokers google you are the worse company of 2012 in my books.
maw230 said:
Where did you get a summary of your inquires like that? I would love to see mine.
Click to expand...
Click to collapse
It's the Google Wallet transaction page.
I had a very similar experience with Logitech, and after I sent a formal written complaint they sent me a free G700 gaming mouse ($100 value).
I'd recommend actually reaching out to Google in a formal and professional manner. See if you can find the email address for a customer service member, or someone a little higher up the food chain.
Hi all,
Just wanted to give you a heads up as I'm not sure if anyone else has done this yet. I decided to exchange my note 4 due to the lag, poor battery life as well as other things. What I was hoping would be an easy process is already trying my patience. First you have to call the Samsung E store - not a problem, discussed my issues and they agreed to do an exchange. They won't send out a new phone until the receive the old one, which considering this is my only phone that kinda leaves me at a loss, I mentioned that we had a Samsung experience store in Cardiff and they said they will do the exchange there. Off I pop to Cardiff to be confronted by a confused employee saying that they shouldn't have sent me down here, as the experience store is nothing more then a re-branded Carphone Warehouse store and only if I bought the phone through them could they exchange it.
So off it goes in the post where Samsung said it shouldn't take no more then 5 business days to turn it around. Two days after sending the phone in I gave them a call, after being on hold for 30 minutes I was told they had no record of an exchange on my account and they would have to now escalate this to their head office but they don't know how long this will take - despite me having a returns number.
Frustrated with that answer I reached out to Samsung support on twitter, only to be told that if an exchange is being done it can take 14 business days....
This is my first experience with Android and Samsung in many years as I was an avid ios user and whilst I'm keen to get my Note 4 back, I have to give Apple credit where it's due walk into a store, they diagnose it and if needs be give you a replacement or spare there and then for you carry on.
So annoyed and disappointed.
Thanks for sharing.
I've had a Samsung Note 2 and Note 3 and thought they were both very good, but I'm not going to bother buying my Note 4 from Samsung online (and we don't have a store anywhere near here!).
I had a much better experience in Germany when my Note 10.1 (2014) had a sudden black screen (wire broke/disconnected).
I contacted Samsung by email at the weekend, they replied to send it in which I did on the following Monday and received it back (repaired) the same week on Friday. I could track the status of the repair online.
This was really quick.
Sadly there's no way to track it here in the UK, although we have a tracking portal it says our returns number should begin with a 4, mine begins with a 6.
I kinda wish I bought it instore now say through Carphone Warehouse so at least I could just walk into a store and walkout with another phone. I'm stuck now without a phone for 5 business days and it's killing me due to me using it for 60% work and 40% personal.
But at least this is a heads up for anyone who's ordered it online through the website.
tinker_tf said:
Sadly there's no way to track it here in the UK, although we have a tracking portal it says our returns number should begin with a 4, mine begins with a 6.
I kinda wish I bought it instore now say through Carphone Warehouse so at least I could just walk into a store and walkout with another phone. I'm stuck now without a phone for 5 business days and it's killing me due to me using it for 60% work and 40% personal.
But at least this is a heads up for anyone who's ordered it online through the website.
Click to expand...
Click to collapse
Buying a sim free Note 4 from a local retailer so that you can try it and return it is impossible in Scotland as there are no Samsung experience stores or any retailers prepared to sell one. Plenty available on contract though, very disappointing.
Gaugerer said:
Buying a sim free Note 4 from a local retailer so that you can try it and return it is impossible in Scotland as there are no Samsung experience stores or any retailers prepared to sell one. Plenty available on contract though, very disappointing.
Click to expand...
Click to collapse
Not even Carphone Warehouse?
Well my order is now showing order processing and I've had it confirmed, if you send it back for an exchange or a replacement etc they have 14 business days to get it back to you....
Unreal.
Software Related
I hate to burst your bubble buddy but you jumped the gun. All these issues are software related and not hardware. You just wasted all your time driving around to wherever you did in the UK for no reason.
@Class said:
I hate to burst your bubble buddy but you jumped the gun. All these issues are software related and not hardware. You just wasted all your time driving around to wherever you did in the UK for no reason.
Click to expand...
Click to collapse
I wouldn't be too sure. Terrible lag loading up recent apps? Lag on touch input? Poor benchmark scores? Battery life gone in 6 hours? EG. I lost 10% battery just driving and the phone was in my pocket (30 minute car journey) Even after a factory reset? No, that tells me it's something hardware related, at least several members here agreed it was hardware related. Otherwise surely a lot more users would be experiencing the same issues, where as only a handful of units seem to be displaying these issues, however my phone was displaying all sorts of issues.
Driving to the Samsung store I agree was a wasted journey (however Samsung CS did say go down)however I'd much rather try and get it exchanged within the 28 day period as opposed to outside, otherwise my phone would have to be sent off for 'repair' and we all now that can be very hit and miss.
Mod Edit
Please use the existing UK thread
Thread closed
malybru
Forum Moderator
Hi All,
I called T-Mobile today trying to find out what I can do with my "recalled" Note 7. I had ordered replacements over the phone and today was my last day to carry out the exchange at a store. I've had no problems with the 4 of them in my house. I was denied the exchange for the replacement Note 7 at the store. And somehow was also denied a refund/exchange for a different phone.
On the first try with customer service they connected me with an account specialist. She told me that the phone had been completely pulled from their inventory. As of today, the 10th of October the phone is no longer for sale. Even the replacement Note 7's were recalled. But here's the worst news for everyone who wants to keep the phone. She told me that as part of the recall I had to bring the phone back. I asked her about keeping it then using a JUMP upgrade when a newer phone came out. She informed me that they wouldn't accept the phone for trade in because sales were fully halted and customers have an opportunity to return their device.
So you're pretty much stuck with the phone and unable to have a phone to trade in, should you keep your Note 7. We can of course return the phone for a full refund and get something else. I'm eyeing the S7 Edge for the water resistance and the Micro SD cards I got from Samsung.I really didn't want to let this phone go, but I'm paying for JUMP (the very first one when they started the Uncarrier movement) and would like to be able to trade my phone in for the latest and greatest. I hope this helps you ease our concerns about JUMP and the Note 7.
TL;DR: You can't keep your Note 7 if you plan on upgrading to a new phone on JUMP. They won't accept it as a trade in because they're giving you a "choice" of getting a refund and getting another phone.
Hiya Buddy said:
Hi All,
I called T-Mobile today trying to find out what I can do with my "recalled" Note 7. I had ordered replacements over the phone and today was my last day to carry out the exchange at a store. I've had no problems with the 4 of them in my house. I was denied the exchange for the replacement Note 7 at the store. And somehow was also denied a refund/exchange for a different phone.
On the first try with customer service they connected me with an account specialist. She told me that the phone had been completely pulled from their inventory. As of today, the 10th of October the phone is no longer for sale. Even the replacement Note 7's were recalled. But here's the worst news for everyone who wants to keep the phone. She told me that as part of the recall I had to bring the phone back. I asked her about keeping it then using a JUMP upgrade when a newer phone came out. She informed me that they wouldn't accept the phone for trade in because sales were fully halted and customers have an opportunity to return their device.
So you're pretty much stuck with the phone and unable to have a phone to trade in, should you keep your Note 7. We can of course return the phone for a full refund and get something else. I'm eyeing the S7 Edge for the water resistance and the Micro SD cards I got from Samsung.I really didn't want to let this phone go, but I'm paying for JUMP (the very first one when they started the Uncarrier movement) and would like to be able to trade my phone in for the latest and greatest. I hope this helps you ease our concerns about JUMP and the Note 7.
TL;DR: You can't keep your Note 7 if you plan on upgrading to a new phone on JUMP. They won't accept it as a trade in because they're giving you a "choice" of getting a refund and getting another phone.
Click to expand...
Click to collapse
Wow, didn't think about that. Not sure what I'm gonna do, however historically I've kept all my Notes (2,3,4). Choices, choices.....hmmm
Wow!
Reps really don't know what they are talking about either.
If I would you, I would screenshot your post and post it to the twitter handle. Tag @JohnLegere and @Tmobilehelp and see if they would comment on this.
I'm not sure about a regular CS representative. But she was an account specialist. They are the ones with the power to make any changes to your account right away. I've had them do it before where a store messed up my JUMP upgrades and changed all the lines to JUMP 2 as opposed to the original JUMP. It took over an hour to get ahold of them that time, but the process was painless as soon as I got on the phone with them. They even credited me the EIP I owed on 4 phones because they were out of my hands and hadn't been processed yet, but the charge was on the bill. It happened again today, I had been credited for 3/4 phones and was still charged an EIP on the 4th phone, despite sending out all 4 of them on the same day. She credited the amount due and my bill was reduced.
I didn't get the Note 7 off of Jump! but if I understand the policy correctly, then this pretty much pays off Jump for you and gets you off the contract, which is great.
Right now you're paying the EIP monthly for the Note 7. Why don't you just pay off the Note 7 completely today, and then return the Note 7 device for the full refund. Doesn't that make you finished with the jump contract and free to get non-carrier phones like the Pixel? It also means you paid less overall since they bought back your first Jump phone for half the price, so you only paid half price for the phone before the note 7 overall which is a great deal.
No idea why that would be a surprise, or a wow moment. T-Mobile doesn't want to have any inventory of a phone they can not, not allowed to sell.
Makes my note 5 all the more the superior device lol.
Add into the fact that JUMP is also INS and if you break it, you're probably NOT going to get a repair. At least it is if you're on the original JUMP program.
This doesnt come as a surprise.
Once they cancel or recall a phone its obvious you cant use it as a JUMP device.
twe90kid said:
Reps really don't know what they are talking about either.
If I would you, I would screenshot your post and post it to the twitter handle. Tag @JohnLegere and @Tmobilehelp and see if they would comment on this.
Click to expand...
Click to collapse
Don't waste your time at the @Tmobile account. I spent six days there getting lied to trying to get assistance on a loaner for the first Note 7 recall. Go right to John Legere's Twitter feed. I got an almost immediate response.
Maybe if his executive staff gets pestered enough, he'll fix his ****ty customer service.
I always got almost immediate answers from @Tmobilehelp .
Sent from my SM-N930T using Tapatalk
Has there been any date published on how long we have to exchange it? I purchased one after they went back on sale and was wondering if I'm able to hold on to it until the new LG V20 is released.
MasterKaiser said:
Has there been any date published on how long we have to exchange it? I purchased one after they went back on sale and was wondering if I'm able to hold on to it until the new LG V20 is released.
Click to expand...
Click to collapse
Same here. Have this phone for only one day. I will return it ASAP before I get too attached.
If that is indeed the case (per what the OP said), then T-Mobile can't charge you the monthly charge for the Note 7. Which means, when you're ready to JUMP, you won't need to turn anything in.. you just get the new phone and start your new lease. IMO
I had posted a separate thread on this yesterday. Those of us that used JUMP! to upgrade our Note 5 phones are taking it in the shorts here. I had paid off half of that phone, paid $69 for the upgrade to Note 7, Paid a month or so on the Note 7 itself, and now I lose all of that money since I have to get another (non-flagship) phone. If I want to stay on the Note lineup, I have to go back to the Note 5, starting over on payments and losing not only the 12 months of payments, but also the upgrade taxes and fees to go to the Note 7.
Sucks!
Does this apply to JOD also?
so will we get to keep our note 7 for free?!
I tweeted John and TmobileCS said All phones can be returned for a refund including purchased accessories.
KJThaDon said:
Does this apply to JOD also?
Click to expand...
Click to collapse
from what I was just told apparently not but I was also told the first JUMP! program wont be affected either. You can JUMP whenever you want without a penalty but again different CS different answer
I called about the JOD this morning. We switched to T-Mobile in January and I had the Note 5, then went to the S7 Edge when it came out, then went to the Note 7 (back to an S7 edge and back to the new and improved explosive Note 7). I want to get this turned in because it has got hot a couple of time while charging. However I want the V20 so I wanted to make sure that if I go in now and get the V10 that I will still be able to Jump to the V20 when the pre order comes out next week. I was told there will be no issue with that, at this point T-Mobile just wants their customers safe. So I am heading in after work to switch out our two Note 7s for V10's and then pre ordering V20's next week.
After going thru the Note 7 fiasco twice, preordered a Unlocked note 8 from Samsung. It has a hardware issue that prevents it from automatically charging when connected.
SAMSUNG HAS NO REPLACEMENT PROGRAM FOR A NEW NOTE 8 THAT IS MALFUNCTIONING, SO BUYER BEWARE.
They will offer a full refund if you send back the phone with the included SD card and wireless charger. Unfortunately, I have already sent them the phone I bought in the meantime (Pixel XL) for a trade in.
I now will have to send the brand new phone in for repair. Lovely support for direct buyers who supported Samsung during the exploding note 7 events.
Last Samsung phone I will ever buy. What a disappointment.
F1nman said:
After going thru the Note 7 fiasco twice, preordered a Unlocked note 8 from Samsung. It has a hardware issue that prevents it from automatically charging when connected.
SAMSUNG HAS NO REPLACEMENT PROGRAM FOR A NEW NOTE 8 THAT IS MALFUNCTIONING, SO BUYER BEWARE.
They will offer a full refund if you send back the phone with the included SD card and wireless charger. Unfortunately, I have already sent them the phone I bought in the meantime (Pixel XL) for a trade in.
I now will have to send the brand new phone in for repair. Lovely support for direct buyers who supported Samsung during the exploding note 7 events.
Last Samsung phone I will ever buy. What a disappointment.
Click to expand...
Click to collapse
Well, i have heard the same thing.. return it, then, order again and we will send a new one. Weird. Anyone would feel it should be an even exchange, where they send a replacement, and we should send the defective one back.
myechophone said:
Well, i have heard the same thing.. return it, then, order again and we will send a new one. Weird. Anyone would feel it should be an even exchange, where they send a replacement, and we should send the defective one back.
Click to expand...
Click to collapse
They should be covered under warranty instead call claims dept?
If I want to send my Note 8 back to them with the included wireless charger freebie, I threw the box of the charger out, any issues? Also my micro SD card is on back order. I am aware that all freebies need to be sent back also.
I tried to get them to fix my broken wireless charging, they say thier own quick charger is not compatible. Lol. I am sending the info to the Qi alliance..
Sent from my SM-N950U using Tapatalk
Didn't you folks who did the N7 promo pre-order get the Samsung Premium Care included free? It came with my pre-order. That service claims they repair/replace the phone very quickly, "hand delivered" to your home, etc. I thought I got 2 months for free, but maybe it's only 1.
doesn't the cc you bought it with have some kind of a warranty?
jejb said:
Didn't you folks who did the N7 promo pre-order get the Samsung Premium Care included free? It came with my pre-order. That service claims they repair/replace the phone very quickly, "hand delivered" to your home, etc. I thought I got 2 months for free, but maybe it's only 1.
Click to expand...
Click to collapse
I selected that just in case something went wrong the first couple of months. It's 2 months free.
F1nman said:
After going thru the Note 7 fiasco twice, preordered a Unlocked note 8 from Samsung. It has a hardware issue that prevents it from automatically charging when connected.
SAMSUNG HAS NO REPLACEMENT PROGRAM FOR A NEW NOTE 8 THAT IS MALFUNCTIONING, SO BUYER BEWARE.
They will offer a full refund if you send back the phone with the included SD card and wireless charger. Unfortunately, I have already sent them the phone I bought in the meantime (Pixel XL) for a trade in.
I now will have to send the brand new phone in for repair. Lovely support for direct buyers who supported Samsung during the exploding note 7 events.
Last Samsung phone I will ever buy. What a disappointment.
Click to expand...
Click to collapse
I am NOT a lawyer.
Is that situation legal? I have never heard such a case, not even in this country where customer care is an unknown concept! Customers here are simply a disruption to to the life of sales staff! If I have a problem I ALWAYS ask for the manager even then its hit and miss.
That is a disgrace and you simply MUST protest and speak with a manager, not the person who answers the call lines etc. Write a letter of complaint, keep all copies. Samsung should receive your faulty mobile and simply ship you a new one as all outlets do in person.
Have you read your order contract? It may well be where you live 'all' Samsung must do is refund you? If that is the case and I have no idea, you maybe stuffed? I do know that no company can write regulations that are contrary to the law of the land.
Absurd situation. You must not let this rest. Fight for your rights. Please let us know how you progress and the very best of luck.
Ryland :good:
Still no help from Samsung.
SAMSUNG HAS NO REPLACEMENT PROGRAM FOR A NEW NOTE 8 THAT IS MALFUNCTIONING, SO BUYER BEWARE.
My guess: Samsung has no stock to swap out with yet - they shipped them all.
F1nman said:
Still no help from Samsung.
SAMSUNG HAS NO REPLACEMENT PROGRAM FOR A NEW NOTE 8 THAT IS MALFUNCTIONING, SO BUYER BEWARE.
Click to expand...
Click to collapse
As painful as it might be, can you tell us what you have done to date? Have you written to Samsung, sent an email, spoken to a manager or the customer services department? Your original post is disturbing and you MUST not accept such a situation BUT i'm afraid its you that has to sort it out.
If you are dealing with phone reps you are wasting your time. Are you in the USA? In Europe there are numerous consumer help offices that will willingly and freely take such cases on your behalf and do their best to sort things out.
In most countries in Europe at least one of those such consumer bodies have legal teeth. Use one.
A massive multi national like Samsung will have a way of ensuring your faulty mobile is replaced with a new one without it affecting your pre sale offers. You 'just' need to contact the right person and that IS a problem.
Ryland
---------- Post added at 11:59 AM ---------- Previous post was at 11:47 AM ----------
pouelle said:
My guess: Samsung has no stock to swap out with yet - they shipped them all.
Click to expand...
Click to collapse
I agree but Samsung could, if they wished, get a replacement from a store that has overstocked then replace the OP's mobile. One has to insist and fight and that's also unacceptable.
Samsung in this country have a very cleaver way of passing the buck. Samsung don't sell direct to the customer despite they have their Samsung site BUT Samsung here use sub contractors as distributors so if one has a problem all Samsung do is suggest the customer contact said distributor!
Experts at covering themselves by passing the buck and dodging responsibility. Such practices are not illegal either.
WE have actual Samsung shops here. Everything Samsung from the carpet to the sales staff uniforms etc blah blah. They will sell you anything Samsung BUT if a problem arrisses they will inform you they are 'just' a franchise and cant help you!
When Nokia was big it was exactly the same situation, still is for the fruity brand! No idea how they get away with it?
Ryland
Almost makes me want to cancel my pre order and pay $300 more to get it from Best Buy or Sprint :/. I don't want to send my Note 5 to Samsuck and be without a phone. I actually can't, I work from home and use my phone for work. Sucks that Sprint and Best Buy don't honor Samsung's promotion.
Thanks for all the replies. I finally reached high enough in the ladder at Samsung for them to offer a replacement in 2-3 weeks. I can live with that, as the phone is usable, just a PITA to charge (phone often has to be restarted b4 charging. We will see how this turns out.
F1nman said:
Thanks for all the replies. I finally reached high enough in the ladder at Samsung for them to offer a replacement in 2-3 weeks. I can live with that, as the phone is usable, just a PITA to charge (phone often has to be restarted b4 charging. We will see how this turns out.
Click to expand...
Click to collapse
Good news, well done. :good:
Ryland :highfive:
F1nman said:
Thanks for all the replies. I finally reached high enough in the ladder at Samsung for them to offer a replacement in 2-3 weeks. I can live with that, as the phone is usable, just a PITA to charge (phone often has to be restarted b4 charging. We will see how this turns out.
Click to expand...
Click to collapse
Hey who did you contact up the chain? My wife's has touchscreen issues. Where the phone becomes unresponsive by touch randomly than start working again. It is definitely either a software or hardware issues so I'm gonna have to contact them. Will you PM me the email address, phone number, or name of the person you spoke with?
Sent from my SM-N950U using Tapatalk
I do not have a name or email. I finally reached a support tech willing to bump it up the chain, after having them turn me down previously. Reached a supervisor, who was willing to try to help me. Looked up my account to see I am a long time note user. At least he gave me a ticket number for the problem, I will keep you posted after any change.
(If you let them call you back when talking to the e-commerce division, they seem to be a little less rattled, and more willing to deal with you). YMMV
F1nman said:
I do not have a name or email. I finally reached a support tech willing to bump it up the chain, after having them turn me down previously. Reached a supervisor, who was willing to try to help me. Looked up my account to see I am a long time note user. At least he gave me a ticket number for the problem, I will keep you posted after any change.
(If you let them call you back when talking to the e-commerce division, they seem to be a little less rattled, and more willing to deal with you). YMMV
Click to expand...
Click to collapse
I didn't get that far with them. I even talked to Executive Customer Relations and they said they would not send a replacement if I had not already sent it in for repair which is ridiculous because it is a brand new freaking phone. The only option they gave me was refund and reorder.
That opened up a whole other can of worms where the freebies aren't available anymore and had to complain about that till they let me keep the freebies from the defective phone order, but I'm still having to wait for a brand new link to get the $425 off due to being an old Note 7 user.
All they simply had to do was return and replace but they have absolutely no mechanism to do that. Ridiculous for a company that big.
Sent from my SM-N950U using Tapatalk
I’m in the same boat, lost my note 7 trade in promo and they have my trade in since sept 15th. Will issue a so called coupon 6-8 WEEKS, WHEN all the note 7 promotions will be over with.
---------- Post added at 06:38 AM ---------- Previous post was at 05:41 AM ----------
I have premium care and it offers no deductible so I’m thinking about going this route to get a exchange replacement but that replacement could be a refurbished unit, highly unlikely this early. Need to call Samsung direct tomorrow and get this figured out .
Consumer Credit Act 2015 (UK)
If you purchase online you has the distance sales protection of reurting the item as per the suppliers terms and condition which is usually within 14 days for a no question/reason refund. Please check the returns policy.
if the product develops a fault within 30 days you have two options.
1. Request a full refund
2. Request a brand new replacement
if after 30 days and before 6 months of the purchase date your product develops a fault the company has only 1 oppertunity to fix the product. If the phone has a further fault then you can request a full refund.
If after 6 months but before 12 months you can request a refund but they can deduct for fair wear and tear.
hope this helps!