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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.
Click to expand...
Click to collapse
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
Click to expand...
Click to collapse
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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Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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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Click to collapse
: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.
Click to expand...
Click to collapse
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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Click to collapse
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.
Click to expand...
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.
So long story short, the lens jumps up and back down while holding the phone trying to take a picture. It stops however when the phone is stabilized on a table.
I guess my question is, is there anyone else who is experiencing this? Do I have a defective device, does the OIS think I'm moving much more than I really am?
Here is a YouTube link recorded by me very clearly showing my issue.
Nexus 6 camera lens issue: http://youtu.be/4ZYjjVedRnM
Mine doesnt do that bro. I would look for a replacement. Good luck.
There's another thread somewhere -- look around. You're not alone.
Sent from my Nexus 6 using Tapatalk
k.s.deviate said:
So long story short, the lens jumps up and back down while holding the phone trying to take a picture. It stops however when the phone is stabilized on a table.
I guess my question is, is there anyone else who is experiencing this? Do I have a defective device, does the OIS think I'm moving much more than I really am?
Here is a YouTube link recorded by me very clearly showing my issue.
Nexus 6 camera lens issue: http://youtu.be/4ZYjjVedRnM
Click to expand...
Click to collapse
Have already seen this issue. Factory reset seems to solve it.
It was doing it before I unlocked and rooted, which did a factory reset no? Also different camera apps reproduce the same issue.. I can't seem to find another thread with the same issue, can someone post a link? I'm pretty concerned and am thinking about getting a replacement...
i posted about my issues in this thread. seems that it was a hardware issue and T-Mo replaced it. no problems since
http://forum.xda-developers.com/showpost.php?p=57450996&postcount=78
My nexus 9 did this. I could hear It move after taking a picture or while panning around. It was rather annoying which is another reason why I returned it.
I've just had this exact same issue. I got my phone on the 8th of Dec and it started for no reason on the 25th. I tried a few full wipes, and also tested it on a couple of alternative camera apps with no joy so it's been taken back to store today.
I called google and just got an RMA to send it back once I receive the new one.. They sent me a link that took me directly to the check out portion of play devices.. Play store shows them out of stock however my order was successful.. Now let's see how long the new one takes to arrive.
Edit: ordered it today (26th), email confirmation said it should leave the warehouse by the 30th. :thumbup: ups standard shipping 2-5 days.
Ive got an rma with moto for mine.
Camera Lens Movement
Yes bro ur right. My nexus 6 also is facing the issue and im getting a replacement
Yup, I had the same problem, and just got a replacement from Motorola, definitely a hardware malfunction.
k.s.deviate said:
So long story short, the lens jumps up and back down while holding the phone trying to take a picture. It stops however when the phone is stabilized on a table.
I guess my question is, is there anyone else who is experiencing this? Do I have a defective device, does the OIS think I'm moving much more than I really am?
Here is a YouTube link recorded by me very clearly showing my issue.
Click to expand...
Click to collapse
I'm seeing the same issue you're seeing. Motorola customer reps sucks too. I'm trying to do the advance exchange program but my card got rejected 3 times from motorola's system. This also happened to me when purchasing the damnnn phone. Hopefully 4th time is a charm if not, motorola better figure this **** out. They even asked me to use a friend or family member's credit card. WTF is that!!! First time it failed because my CC billing and shipping was different. So I called my CC to change my billing addy to my work addy. Tried again and still got rejected.
Camera Focus Problem
Another casualty . . . focus problems. Just talked to Motorola and a replacement is being shipped.
Ok so i have had my N6 since December but only used the video yesterday. It suffers the same problems as above that I will not focus on a object and keeps going in and out of focus on its own.
My dilemma, I bought it full retail from T-mobile, did not activate it on T-Mobile, instead I dropped in my Verizon SIM and have been using it on Verizon ever since. So I notice the camera problem yesterday and I speak to T-mobile today. In a nutshell they are refusing to replace it through a warranty exchange (new or reconditioned) because I never activated it on T-Mobile and I don't have an account with them.
T-Mobile sent me to Google (30 minutes of my life that I will never get back) who tried to tell me it was a software issue. When I told them I'm sure it was a hardware issue they sent me back to T-Mobile despite telling them that they sent me here in the first place. Round two with T-Mobile and they again refuse to warranty the phone and give me the number to Motorola (which actually makes more sense).
So the question is now, how is the Motorola warranty process and will I have to play "20 questions" like with Google? Will I have to send them the N6 first or can I hold onto it while they ship me another one? How long will the process take?
Another option I thought of, I could activate the N6 on T-Mobile with a pay as you go plan and then have them warranty it since now I do have an account with them. I still have the T-Mobile SIM that came with N6 so I don't think it would be that difficult.
Or should I just raise a stink with T-Mobile and demand they warranty the N6 regardless of my account status.
Any thoughts?
Slomo26 said:
Ok so i have had my N6 since December but only used the video yesterday. It suffers the same problems as above that I will not focus on a object and keeps going in and out of focus on its own.
My dilemma, I bought it full retail from T-mobile, did not activate it on T-Mobile, instead I dropped in my Verizon SIM and have been using it on Verizon ever since. So I notice the camera problem yesterday and I speak to T-mobile today. In a nutshell they are refusing to replace it through a warranty exchange (new or reconditioned) because I never activated it on T-Mobile and I don't have an account with them.
T-Mobile sent me to Google (30 minutes of my life that I will never get back) who tried to tell me it was a software issue. When I told them I'm sure it was a hardware issue they sent me back to T-Mobile despite telling them that they sent me here in the first place. Round two with T-Mobile and they again refuse to warranty the phone and give me the number to Motorola (which actually makes more sense).
So the question is now, how is the Motorola warranty process and will I have to play "20 questions" like with Google? Will I have to send them the N6 first or can I hold onto it while they ship me another one? How long will the process take?
Another option I thought of, I could activate the N6 on T-Mobile with a pay as you go plan and then have them warranty it since now I do have an account with them. I still have the T-Mobile SIM that came with N6 so I don't think it would be that difficult.
Or should I just raise a stink with T-Mobile and demand they warranty the N6 regardless of my account status.
Any thoughts?
Click to expand...
Click to collapse
I did the exact thing you did and I called Motorola. They sent me a new phone in a factory sealed box (no refurb.) Just call them, tell them your issue and you'll be taken care of.
it's hardware issue, send it back to Motorola for a new replacement, or repair by yourself
Ok so I activated the N6 on a pay as you go plan which cost me a total of $13.00. Well turns out that T-mobile would have to send in the phone first before a replacement is shipped on any pay as you go plan. If I had activated on a monthly plan then they would have sent the replacement first.
I ended up calling Motorola and after a lengthy hold time my replacement N6 is enroute. Hopefully this will end my camera problems and not start any new ones.
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....
Click to expand...
Click to collapse
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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Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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...
Hey
Is anyone having issues with say the top 1/4 of the top of the screen
Occasionally and I cannot reproduce it on command. The top 1/4 of my screen stops responding to touch. I have to turn the screen off and then back on and then it will work fine.
Software or hardware issue?
Anyone else notice this?
Nope. I would try a factory reset at this point and see if it still persists. I think you were also having issues with deep sleep right? If that hasn't been resolved, I'd do a fresh start at this point, especially if you have a possible HW issue on your hands.
zetsumeikuro said:
Nope. I would try a factory reset at this point and see if it still persists. I think you were also having issues with deep sleep right? If that hasn't been resolved, I'd do a fresh start at this point, especially if you have a possible HW issue on your hands.
Click to expand...
Click to collapse
Already figured the deep sleep issues
As for the touchscreen one. I have done a factory reset. Same. So thinking its hardware at this point
c_86 said:
Already figured the deep sleep issues
As for the touchscreen one. I have done a factory reset. Same. So thinking its hardware at this point
Click to expand...
Click to collapse
I would contact support ASAP and get a RMA sent out to you before they start shipping out refurbished devices.
zetsumeikuro said:
I would contact support ASAP and get a RMA sent out to you before they start shipping out refurbished devices.
Click to expand...
Click to collapse
Well it would be thru the carrier. As I got it via my carrier. So I'll be visiting them tomorrow for an exchange
c_86 said:
Well it would be thru the carrier. As I got it via my carrier. So I'll be visiting them tomorrow for an exchange
Click to expand...
Click to collapse
Good luck! I hope you get a defect-free device!
So this is frustrating
Best buy refuses to exchange. I have to send back and be out of a device for 5-15 business days.
Google support is the same
Or I bring to a repair facility. Which is BS. The device is less then 30 days old
So far no support that is actually acceptable.
c_86 said:
So this is frustrating
Best buy refuses to exchange. I have to send back and be out of a device for 5-15 business days.
Google support is the same
Or I bring to a repair facility. Which is BS. The device is less then 30 days old
So far no support that is actually acceptable.
Click to expand...
Click to collapse
Google isn't the same... I don't know where you got that - at least, if you purchase it from the Google store. I've exchanged the original pixel 6 times (they had a lot of issues with microphone) and the pixel 3 xl a couple times. Google has always done an advanced replacement so I'm never without a phone. The only thing they require is a hold on a credit card until the return is cleared.
That's one reason I like Google so much and could never go with something like oneplus or htc. That and Google could care less if you root your phone - warranty is still intact.
in_dmand said:
Google isn't the same... I don't know where you got that - at least, if you purchase it from the Google store. I've exchanged the original pixel 6 times (they had a lot of issues with microphone) and the pixel 3 xl a couple times. Google has always done an advanced replacement so I'm never without a phone. The only thing they require is a hold on a credit card until the return is cleared.
That's one reason I like Google so much and could never go with something like oneplus or htc. That and Google could care less if you root your phone - warranty is still intact.
Click to expand...
Click to collapse
Since i got it from a retailer (and not the google store), the only option presented to my by google was:
1. send in for repair/replacement, no device sent to me first (advanced replacement)
2. bring to authorized repair center
Bestbuy warranty was the same, except no authorized repair was provided, only to send in the device and wait for it to come back to.
Neither provided me with advanced replacement options, even when asking or offering to place a credit card hold/deposit.
c_86 said:
So this is frustrating
Best buy refuses to exchange. I have to send back and be out of a device for 5-15 business days.
Google support is the same
Or I bring to a repair facility. Which is BS. The device is less then 30 days old
So far no support that is actually acceptable.
Click to expand...
Click to collapse
Unfortunately this is the case if you don't buy direct from Google. I experienced this the hard way last year with my pixel 3XL... I had a Pixel 1 and 2 XL from Google and loved the advanced exchange program. But when I bought my 3XL from a vendor (because Google were out of stock) it becomes a little annoying being without a phone when you have a warranty issue... Just chalk it up as a lesson to be learned and next year get it from Google directly.
Makes me worries now as I purchased one today via best buy, unlocked, non carrier version.
@OP, was yours also purchased at best buy?
trim81 said:
Makes me worries now as I purchased one today via best buy, unlocked, non carrier version.
@OP, was yours also purchased at best buy?
Click to expand...
Click to collapse
Best buy mobile doing an upgrade
c_86 said:
Best buy mobile doing an upgrade
Click to expand...
Click to collapse
So is it a carrier branded version? And not the unlocked variant?
Side note : if you have a uBreakiFix store, bring it in, online is saying it's a same day repair
trim81 said:
So is it a carrier branded version? And not the unlocked variant?
Side note : if you have a uBreakiFix store, bring it in, online is saying it's a same day repair
Click to expand...
Click to collapse
It's unlocked.
Went to bestbuy to do the upgrade instead of the carrier store.
I have a ubreakifix nearby but that's not the point. I shouldn't have to do a repair on a 30 day device. Should be a swap out. Not a repair.
c_86 said:
It's unlocked.
Went to bestbuy to do the upgrade instead of the carrier store.
I have a ubreakifix nearby but that's not the point. I shouldn't have to do a repair on a 30 day device. Should be a swap out. Not a repair.
Click to expand...
Click to collapse
If you did the upgrade, then you must have gotten one of Carrier version (Verizon, att, etc)
You said you went to BB to do the upgrade instead of going to the carrier store, which service is it?
BB also sells the pure unlocked version, Im not sure if carrier branded upgrade offers the pure unlocked version as it's 'upgrade'
Ahh I understand now. Yeah lesson to be learned for next year! Sorry that sucks
trim81 said:
If you did the upgrade, then you must have gotten one of Carrier version (Verizon, att, etc)
You said you went to BB to do the upgrade instead of going to the carrier store, which service is it?
BB also sells the pure unlocked version, Im not sure if carrier branded upgrade offers the pure unlocked version as it's 'upgrade'
Click to expand...
Click to collapse
Yes they do. No devices are allowed to be locked in Canada. Against the law now.
Its frustrating. Regardless. It's a manufacturer device and I'm stuck with either being out of a device for days. Or repairing it
I'm here because I don't know what else to do.
I ordered a Pixel 7 from the official Google Store on October the 7th, received the phone on the 15th, and discovered right away that the rear cameras aren't working. I tried everything but it was clear it was a hardware issue. I called Google Support. They went through many steps to try and fix the issue but nothing worked. So I was prompted to get a replacement device. I sent my phone back on the same day with UPS, and 2 days later the phone reached its destination (I have a proof of delivery). And since then I got complete silence from Google.
I already talked to them twice, inquiring about the whereabouts of my replacement device, or the whole replacement process, but I got nothing. My RMA status page on the Google Store website is empty, doesn't show my returned phone nor my replacement device. Yesterday I went through the 3rd phone call with Google, was told that my case will be handled by the Pixel management team or so, and that I should hang up and wait for an answer from them later.
I just left off the chat with Google Support again. They told me that another agent is already working on the issue and that I should check my email. I haven't received any emails, of course.
It's been more than 2 weeks since I placed my order for this phone. Is this what I get for ordering their new device on the announcement day? And what other steps can I take in order to get my replacement device?
Same case than you but the problem was bubles beetween frame and screen.waiting for a solution.
1 week and no new notice.
i think someone is stealing packages or something between destination and the store or something.This is not normal...
Ivixmax said:
Same case than you but the problem was bubles beetween frame and screen.waiting for a solution.
1 week and no new notice.
i think someone is stealing packages or something between destination and the store or something.This is not normal...
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May I ask where do you live? I'm in Germany and I've read on German forums a few successful RMA processes, but I have no idea why this is happening. If it's really stealing then it's not the customer'd fault, is it?
I am waiting on a full refund from Google for the Pixel 7 I had to send back with a dead screen.
They actually received the phone back within 24 hours but despite them having the phone back there has been a deafening silence for 5 days now.
Keith W said:
I am waiting on a full refund from Google for the Pixel 7 I had to send back with a dead screen.
They actually received the phone back within 24 hours but despite them having the phone back there has been a deafening silence for 5 days now.
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I'm sorry about that. I hope you get your money back as soon as possible.
SharifOthman said:
May I ask where do you live? I'm in Germany and I've read on German forums a few successful RMA processes, but I have no idea why this is happening. If it's really stealing then it's not the customer'd fault, is i
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i am from Spain.and the phone was returned to Poland i think
Ivixmax said:
i am from Spain.and the phone was returned to Poland i think
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My phone was also returned from Germany to Poland.
Wow that's interesting cos Pixel is officially not released in Poland. That's why I ordered mine on Amazon Germany
forever_lol said:
Wow that's interesting cos Pixel is officially not released in Poland. That's why I ordered mine on Amazon Germany
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Now I wish I had done this :/
Still no refund and Google support has been of no support.
I have called them twice now in as many days chasing this up, spend ages on hold whilst they "check things" only to then be told it has been escalated to a higher tier of support and they will email within the day and to wait until I get the email - I have heard that line twice now in as many days.
I have told them if they have mislaid the phone or it has gone walkabout then that is not my problem - I have signed proof they got it back
Keith W said:
Still no refund and Google support has been of no support.
I have called them twice now in as many days chasing this up, spend ages on hold whilst they "check things" only to then be told it has been escalated to a higher tier of support and they will email within the day and to wait until I get the email - I have heard that line twice now in as many days.
I have told them if they have mislaid the phone or it has gone walkabout then that is not my problem - I have signed proof they got it back
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Get the credit card company involved see what they say,
Be careful disputing the charges. Google has deactivated the associated account of people that have done that in the past. Everything just goes poof.
Use that as a last resort.
Hit up @MadeByGoogle on Twitter. They will engage you via DM. I have had good luck with that method.
TonikJDK said:
Hit up @MadeByGoogle on Twitter. They will engage you via DM. I have had good luck with that method.
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I have actually been doing that today and they are just as useless.
First they tried to send me back to phone support after I told them I had tried that twice already
Then they asked me to send the details over via DM only for them to then tell me the same as phone support "We have escalated to one of our specialists who will investigate and be in touch via email" - no one gets in touch, no emails, nothing.
Totally useless.
Finally google returns me the money today.15 days to finish the nightmare.So patetic
Ivixmax said:
Finally google returns me the money today.15 days to finish the nightmare.So patetic
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Good to hear you finally got your money back.
It should not have taken that long though.
Keith W said:
Good to hear you finally got your money back.
It should not have taken that long though.
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Google store has notoriously terrible support. Just the other day they literally told me to go take my business elsewhere because I wanted to get a pixel 7 pro.
A friend of mine once ordered a pixel phone and he got a pixel box with no phone in it. He spent hours trying to prove it and work it out, the shipping weight was off so there was hard of it and right there, but Google refused to do anything. Lost a customer for life over that.
Just a general FYI, if you RMA anything with almost any company using the device's warranty, the replacement is "refurbished” i.e not brand new.
bobbarker2 said:
Google store has notoriously terrible support. Just the other day they literally told me to go take my business elsewhere because I wanted to get a pixel 7 pro.
A friend of mine once ordered a pixel phone and he got a pixel box with no phone in it. He spent hours trying to prove it and work it out, the shipping weight was off so there was hard of it and right there, but Google refused to do anything. Lost a customer for life over that.
Just a general FYI, if you RMA anything with almost any company using the device's warranty, the replacement is "refurbished” i.e not brand new.
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Yes I had that happen before with them trying to fob me off with a refurb in exchange for a phone which was just weeks old.
This time I told them I just wanted a full refund as I only had the phone 3 days before the screen up and died on me.
I had issues with the P6 and now issues with the P7
This whole thing has left a real bad taste in my mouth and I can not see my self buying another Google product again after this.
Keith W said:
Yes I had that happen before with them trying to fob me off with a refurb in exchange for a phone which was just weeks old.
This time I told them I just wanted a full refund as I only had the phone 3 days before the screen up and died on me.
I had issues with the P6 and now issues with the P7
This whole thing has left a real bad taste in my mouth and I can not see my self buying another Google product again after this.
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Yep, the only reason I bought my phone through Google was the store credit + Google One 10% and even then I was crossing my fingers hoping nothing was wrong with it because I know first hand and second hand what a nightmare it is to deal with their Store support. I think the phrase "Too Big to Care" applies to Google.
I could have gone to Best Buy and gotten a $200 credit there (same phone trade in value offered as Google Store) and in retrospect, I probably should have done that since Google Store only offers overpriced accessories ($90 for a Wireless stand charger!?)
Ivixmax said:
Finally google returns me the money today.15 days to finish the nightmare.So patetic
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Let me get this right. You sent the phone back on 15th and it took 2 days to ship (17th?). And you got your money back 25th? Which means your phone was in support center for just over a week?
For me this is totally normal, never got my phone back in one week if it needed maintenance.
And I know that Google can be a piece of fieces, I've fought with them about my Pixel 3 for 5 months. That was long. Week? Nah bro, you're fine.
Finneri said:
Let me get this right. You sent the phone back on 15th and it took 2 days to ship (17th?). And you got your money back 25th? Which means your phone was in support center for just over a week?
For me this is totally normal, never got my phone back in one week if it needed maintenance.
And I know that Google can be a piece of fieces, I've fought with them about my Pixel 3 for 5 months. That was long. Week? Nah bro, you're fine.
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No.no and no