Related
I don't want to clutter the forum with unnecessary messages, but those who have gotten their replacements--what was the situation with that? Were you sent new models, or refurbished ones? (assuming it was possible to tell).
I've got a DVP that's surprisingly crash-free (once in a week of regular use), but wireless sync doesn't work, and I'm apparently out of luck with Tech Support. If I'm going to get a refurbished replacement, I think I might be better off going for a refund again.
Desynthesis said:
I don't want to clutter the forum with unnecessary messages, but those who have gotten their replacements--what was the situation with that? Were you sent new models, or refurbished ones? (assuming it was possible to tell).
I've got a DVP that's surprisingly crash-free (once in a week of regular use), but wireless sync doesn't work, and I'm apparently out of luck with Tech Support. If I'm going to get a refurbished replacement, I think I might be better off going for a refund again.
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I never got my replacement so I can't say if it would have been refurbished or not, however I can say that if you decide to return yours, the process was pretty easy. Just call Dell Mobility (800 308 3355) and tell them you want to return your phone. If you had an exchange already scheduled (like I did), cancel the exchange first.
I returned mine 21 days after the day I received it. Apparently Dell starts that counter either when the device ships or when you order it, but it didn't cause me any problem.
It does seem as if Dell is shipping out new orders as they come in now, so your best bet to ensure you get a brand new device may be to just return and reorder. My exchange was in process for 20 days (received with a scratch on the screen) with no end in sight before I just gave up.
patrickk said:
I never got my replacement so I can't say if it would have been refurbished or not, however I can say that if you decide to return yours, the process was pretty easy. Just call Dell Mobility (800 308 3355) and tell them you want to return your phone. If you had an exchange already scheduled (like I did), cancel the exchange first.
I returned mine 21 days after the day I received it. Apparently Dell starts that counter either when the device ships or when you order it, but it didn't cause me any problem.
It does seem as if Dell is shipping out new orders as they come in now, so your best bet to ensure you get a brand new device may be to just return and reorder. My exchange was in process for 20 days (received with a scratch on the screen) with no end in sight before I just gave up.
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Dell sent me a refurb with my original order a week ago, so I don't think they'll be sending out NEW phones any time soon.
orochidp said:
Dell sent me a refurb with my original order a week ago, so I don't think they'll be sending out NEW phones any time soon.
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Wait, they sent you a refurb phone in fulfillment of your original order? Are they allowed to do that?? I didn't think a company was allowed to send you a refurb product without telling you at the time of purchase.
How could you tell it was refurbished?
patrickk said:
Wait, they sent you a refurb phone in fulfillment of your original order? Are they allowed to do that?? I didn't think a company was allowed to send you a refurb product without telling you at the time of purchase.
How could you tell it was refurbished?
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There was someone else's data on the phone, there was no initial setup, there were loose screws, and liquid damage to the screen.
Sold as new, no markings on the device or box marking it as refurbished.
patrickk said:
I never got my replacement so I can't say if it would have been refurbished or not, however I can say that if you decide to return yours, the process was pretty easy. Just call Dell Mobility (800 308 3355) and tell them you want to return your phone. If you had an exchange already scheduled (like I did), cancel the exchange first.
I returned mine 21 days after the day I received it. Apparently Dell starts that counter either when the device ships or when you order it, but it didn't cause me any problem.
It does seem as if Dell is shipping out new orders as they come in now, so your best bet to ensure you get a brand new device may be to just return and reorder. My exchange was in process for 20 days (received with a scratch on the screen) with no end in sight before I just gave up.
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Interesting. I spoke with Dell Mobility, and I was told that I would receive a new (not refurbished) phone since I'd asked for a replacement within my initial return period.
We'll see anyway. I'm not really going to push my luck with a second full return and another order--especially since I guess, assuming the worst, you could still get a refurbished unit anyway. I'll just have to inspect the replacement model thoroughly. The rep on Dell Mobility I spoke too also seemed to suggest that, if I wasn't satisfied with it, I could get another replacement, since I'd be within the 1-year-warranty period.
Orochidp, given that you got a phone obviously with someone else's data on it for a new order, it seems like that'd definitely be something to explain to Dell.
The touch screen on mine went out and .comy replacement appears to be brand new. I have had it for 4 days now and it has worked flawlessly. No lockups with WiFi, several app downloads regular email account synchs etc. Crossing my fingers that this new one stays stable!
Sooner or later that DVP you have that you think "works flawlessly" will cringe up and crash. I thought my 16GB dvp was perfect for 2 and a half weeks. That was until I started to download some xbox games from market place over wifi and guess what? CRASH! Not only that, I lost everything- including all the music albums I've synced with zune, any and all pictures ive taken with the phone, and all my downloaded games. I lost practically EVERYTHING after it crashed, auto-hard reset and forced me to the set-up screen as if it was the first time I've turned on the device.
I'm having a hard time trusting the DVP again. I don’t know if I want to go back to it. I am surely returning the device.
You may say, "...but mines perfect!" Yes, but mines was perfect as well... I thought. I trusted it, but it pulled a surprise on me out of no where.
So, what does it take for you to be convinced? A crash + auto-hard reset?
I don't know how else you'll be convinced.
Unfortunately, Lemon, just as we can't know for certain what'll happen with working phones, nor can you know for certain what'll happen.
Don't get me wrong, I wouldn't claim that it's a reliable piece of hardware--then again, given my limited experience with it, I'd be reluctant to talk about it's reliability period. I can certainly say that I'm unhappy with my problems, but I can't make a universal statement concerning everyone. Take Twitter--there are people who are going through multiple replacements, and there are people who are on the same phone they got and couldn't care less (except that they mention it--presumably there are people in both groups who we don't know about).
You don't know for a fact that that person's phone is going to fail anymore than they know for a fact that it won't. You can certainly make a prediction based on your experience, but that's no more immediately accurate than a prediction from someone who thinks their phone won't have any troubles. It's not like the RAM issue, where we can concretely point to something at any given time.
Personally, a hard reset is a minor inconvenience, in part because I demand working wireless sync (hence my attempts to replace the phone). The last laptop I bought from Dell was included in a class-action lawsuit, so as bad as this is, it's nothing by comparison.
I got my 16Gb replacement yesterday after getting the run around, I had to escalate the issue higher than Dell Mobility. The phone was brand new in the box with all accessories like the first one.
So far no lockups (knock on wood) but Bluetooth is still flakey. Hopefully an update can fix that.
rsacipher said:
I got my 16Gb replacement yesterday after getting the run around, I had to escalate the issue higher than Dell Mobility. The phone was brand new in the box with all accessories like the first one.
So far no lockups (knock on wood) but Bluetooth is still flakey. Hopefully an update can fix that.
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Yeah, I had to likewise pester Dell about it--apparently, they were waiting for a shipment of new units before sending me a replacement. Which I guess at least seems to suggest I'll get a new one.
I got a replacement about a week and a half and after closer inspection I believe my replacement is indeed a refurbished device. There are very tiny dents, 2 per side, at almost the exact positions on the top where the metal meets the glass. As though the glass had been replaced. There is also some poor "glueing' and fitment on the back when I slide the front up.
I still have both and just received the waybill to send the original back. Now I am not so sure if I want to send back my new one and keep the refurb. I guess I will call them to verify if it is indeed a refurb.
Hey fellow 7.7 owners,
I just received my RMA authorization from Negri Electronics this afternoon after sending several emails back and forth with their support staff. Bad news I'm afraid...They have said that the turn around time AFTER they receive my tablet in their warehouse will be 3-4 weeks!! This all started shortly after I received my tablet in the mail from them on February 7th. I was happy and content with my purchase and only found one dead pixel at first glance in the upper middle portion of my screen that was visible with any white or lighter background and shows up as a black or red dead pixel at pretty much any screen. So after discovering this one obvious dead pixel I downloaded the Screen Test app from the Android market and discovered that in actuality I have 6 dead pixels all around the screen depending on the background color. The obvious one at the top (can see in almost any app such as the browser, email and so on), two on a blue screen, and finally three on a red screen. As you can imagine I was stunned to find so many pixels that are bad on such a new tablet and with such a gorgeous screen! I have taken pictures of all the bad pixels with my camera and sent those along to Negri with one of my support emails. In addition to these bad pixels I also have the issue with the dark circles that I can only assume come from the manufacturing process when the suction cups are holding the screen in place for assembly. There are also lighter grey streaks at the low brightness level with a black background that can be viewed during the night when there is no ambient light in the room, like when reading or viewing the screen during transition for animations. I believe others have also mentioned the flickering that can be seen with a darker blue background (possibly other dark colors) on the tablet, It reminds me of the older CRT monitors or old tube TV's when they are refreshing the image. I can see this "flickering or streaking" quite easily at night while viewing images in bed or watching a movie with a blue background.
So I guess after all my detailed nitpicking my question for you all would be what would you do in this situation? I really do love this tablet and the form factor. Besides these issues that I have experienced on my tablet I have absolutely enjoyed using the tablet every day Iv'e had it. I just feel like for $550+ investment I shouldn't have to deal with so many display issues when that is the very reason I spent so much more on this tablet in the first place. I also appreciate Negri reaching out and attempting to resolve the issue but with the correspondence I have had thus far and having attached the RMA info I received today below can't be sure what kind of service or replacement I may get and then I will be without my tablet for at least a month! I really wish I could deal directly with Samsung USA and get my unit replaced by them but completely understand why that is not possible at this time. I'm guessing they are giving a 3-4 week turn around back to them because the Samsung Repair Facility is most likely overseas, either in Hong Kong or possibly the UK? Not sure about that one. I wouldn't think that the 7.7 could be repaired or replaced by any Samsung facility here in the US yet. Anyway, any suggestions or ideas you guys my have would be appreciated.
Thanks!
Hello,
Thank you for contacting Negri Electronics. We received your RMA request in regards to this unit. We will need to have the unit in the warehouse in order to complete the evaluation. We received your reports in regards to the dead pixels and in this case the unit will need to be sent into the Samsung repair facility. We will need to complete the brief evaluation once the unit arrives. Then we can proceed with the repair process. If you have any questions feel free to contact us. Thank you.
Negri Electronics Repairs
Please read this carefully before you return any merchandise!
(Failure to follow directions may result in a restocking fee) This rma will be valid for 2 weeks after its issuance
Please read carefully our store policies. Your item may be subject to a restock fee.
http://negrielectronics.com/policies/
For more efficient service, please print out this email and provide the following information:
*****Repair turnaround time is 3-4 weeks once we receive the unit*****
*****SEND BACK THE UNIT, BATTERY, BATTERY COVER, AND CHARGER*****
*Update March 2nd*
^ Above was the original estimate assuming that I would be requesting a repair through Negri by Samsung for the defective screen. Since we found that I had more than 6 Dead Pixels we processed the return as an exchange for a new tablet and I have had my RMA approved today and the replacement is in transit. I wanted to be clear that Negri provided excellent customer service to me and processed my return very professionally.
I too sent my Gtab 7.7 back to Negri for issues with Grey discoloration. I called today making sure they received my unit, they confirmed they got it Thursday. I asked about the supposed 10-12 days for evaluation and the rep thought with my issue they should have an answer next week.
On my RMA i requested a Exchange not repair. If they tell me turn around to get my exchange is gonna take 3-4 weeks. I will ask for just a refund, as i would suggest to you. I also suggest you call and see instead of them repairing your unit, maybe ask for an exchange. I hope they don't try and tell me they want to send it off and not exchange...I have a feeling they might try this.
I'll respond back on Monday, see what they tell me.
That sounds like a very long turn around period, maybe you should get your money back and just wait for local stocks to arrive?
Also since you mentioned that you notice flicker, Im wondering whats causing this on OLEDs, one of the 7.7's I tried yesterday showed a very visible flicker when displaying the green screen test or the screen shot of the green screen test in the gallery.
Thanks for the responses...
Hey guys,
Thanks for your input. I have replied back to the RMA request with my intention to exchange preferably or refund if that is not possible. I really do not want to wait a month to have the unit repaired when I have so many issues with the screen and then not be sure what kind of condition the tablet would be in when I get the replacement. I wish I could just deal with the issues but there are so many it seems on my screen I can't look past them when I think how much I paid for the 7.7 in the first place. Guess we shall see what happens now.
Kyle
Update from Negri today is that they are working with me to get a replacement or refund instead of sending off to Samsung for repairs. They are certainly going out of their way to make sure the issue is solved. Props to the customer support department for excellent communication. I just wanted to make sure I wasn't leaving any doubt in Negri's business practice as they have proved thus far too be very helpful in this unfortunate circumstance. I'm sending the tablet back to them Monday morning and will update with the status after I get the initial evaluation complete.
Sent from my Galaxy Nexus using xda premium
This is the usual problem with purchasing goods that are not officially distributed in your country yet... I tried n the past and I won't again
I love the 7.7 but will wait for it to be distributed in the US (And hopefully ICS will be around the corner at that time)
Thank You
Thank you all for your comments.
The process does take time because we need to work with the manufacturer who manufactured the "defective" product. Their timeline is longer than ours, however we have direct contact with most. So returning to us and having us to the leg-work would be better than the customer going directly to the manufacture. Going directly with the manufacture can take 10-12 weeks as we have experienced in the past. We do our best to provide a quick turn around time for you - however we can only promise you what we are promised by the manufacturer.
Please understand that we do not manufacture these items. Many RMA's come through "demanding" replacements and fast service. We always do our best, but ask that you always treat us with respect (unrelated to the above posts) - and understand that issues such as these are not our fault, but we will do our best to make sure you are satisfied with the results.
Negri has good customer service. But regarding the dead pixel issue, i have better experience with Expansys where they simply ship out a replacement once the defective one is received and confirmed. Then they will deal with the manufacturing for the faulty unit. Not to say one vendor is better than another in general, but to point out different vendor has different policy and way of handling these kind of things.
kflanegan said:
Update from Negri today is that they are working with me to get a replacement or refund instead of sending off to Samsung for repairs. They are certainly going out of their way to make sure the issue is solved. Props to the customer support department for excellent communication. I just wanted to make sure I wasn't leaving any doubt in Negri's business practice as they have proved thus far too be very helpful in this unfortunate circumstance. I'm sending the tablet back to them Monday morning and will update with the status after I get the initial evaluation complete.
Sent from my Galaxy Nexus using xda premium
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I too have spoken with Negri, they are currently evaluating my Tablet. I appreciate they actually jumped on this thread to respond. I guess there's no way around the 6-12 day evaluation period, as I've called after 5 days (still being evaluated). There customer service is easy to work with, I just want them to understand I aint waiting for a repair, I want a exchange or refund.
aaronv20 said:
I too have spoken with Negri, they are currently evaluating my Tablet. I appreciate they actually jumped on this thread to respond. I guess there's no way around the 6-12 day evaluation period, as I've called after 5 days (still being evaluated). There customer service is easy to work with, I just want them to understand I aint waiting for a repair, I want a exchange or refund.
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Thanks for the update Aaron! My tablet is in transit and scheduled for delivery on Monday. I'm hoping for a 1-2 week turn around. I'm having withdraws already... ;-) I too am hoping for a new exchange foremost and a refund otherwise so I can decide what to do next. Good luck with your return. Keep us updated...
Sent from my Galaxy Nexus using xda premium
I got the results of my evaluation...
Hello,
Thank you for your patience in regards to your RMA. At this time the RMA evaluation has been completed on your unit. Our team has evaluated your unit extensively to see if they can find the display issue. After testing the unit our RMA team was unable to notice any grayish streaking on the display. They advised us that they tested the unit on "0" brightness and with the white background, both landscape and portrait mode and were not able to see any defect. They also advise us they had to create a customer background to ensure there was no defect. Again, no defect was noticed with the display. These are Super Amoled displays and will be noticeable to see any streaking on the display, as you stated on the lowest brightness levels. We did receive notification from our customer service representatives that you would like a refund on this unit, in this case we can proceed with a refund minus a 12% re-stoking fee based on the usage and time out. This will be the minimal re-stocking fee that can be applied towards this refund. We can also have this unit shipped back to you at no additional costs. Please review these details and contact us on how you would like to proceed. Thank you.
Well 12% is around $75.00 and since after shoping around i cant find anything to match this wonderful tablet, Im gonna keep it.
Looks like im gonna have to settle at never turning my brightness completely down.
good luck KFLAN!
aaronv20 said:
I got the results of my evaluation...
Well 12% is around $75.00 and since after shopping around I can't find anything to match this wonderful tablet, I'm gonna keep it.
Looks like I'm gonna have to settle at never turning my brightness completely down.
good luck KFLAN!
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Thanks Aaron for your evaluation results, also sorry to hear that you won't be receiving a replacement unit for your issues. My 7.7 arrived this morning at their warehouse so I hope to hear something later this week. I was seriously debating sending mine back before I started the process because I loved everything else with the tablet other than the dead pixels I saw whenever I used it. Some things you just can't un-see and that was my problem. I hope you do enjoy your tablet and agree with your decision to keep it. $75 is a big hit only a few weeks after purchase on a premium product such as the 7.7. I hope that my dead pixels are as obvious to Negri as they were to me in my tests and usage.
Sent from my Galaxy Nexus using xda premium
@aaronv20
IIRC, you did post an image on the screen feedbacks thread right and it was quite visible unless I've mistaken you from someone else. I cant believe they cant see it.
EarlZ said:
@aaronv20
IIRC, you did post an image on the screen feedbacks thread right and it was quite visible unless I've mistaken you from someone else. I cant believe they cant see it.
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yup, I did post a screen image, on the screen issues thread. There main issue was that since the tab would probably not fall under the Samsung warranty then they would be able to deem it a manufacture issue. Its sucks but at least i dont have any other issues (dead pixels, etc). They did mention that i have a 1 year warranty so if it becomes worst then I could handle the issue then...Im really trying to look on the bright side, and put it out of mind, cause all it will do is frustrate the crap out of me..
I dont understand why they cant see it, the very small grey streak on my Tablet was even visible to the technician who diagnosed my tab even though I didnt tell him about it.
Follow up on Negri RMA
I received word today that my RMA request for exchange has been approved and my replacement unit has been shipped out from Negri's warehouse this afternoon. My returned tablet arrived on Monday 2/27 and I followed up on Wed to make sure the tablet arrived as I had shipped and to receive an update on the RMA process. I worked with Sergio Mendez throughout the return, he was very helpful and excellent in communicating any updates from their end. I would certainly not hesitate to recommend Negri Electronics to anyone in the future and they have dealt with my problem with a sense of urgency and a very professional manner.
Many thanks to Sergio and the whole team at Customer Service for all their help! I am scheduled to receive my new unit next Thursday the 8th. I'll report back after I have set the new 7.7 up and report my findings on my replacement unit.
Sounds great that you've been given a replacement, we await for your findings and hopefully you can get a great screen. Keep us posted Im interested as well!
Sooo, I couldnt make it a week. I cant stand staring at this discolored screen. I have re submitted some more photos of my defective screen to Sergio at Negri. I hope he and his superiors can see this is not a "common" problem but a manufacture defect. If there RMA evaluators cant see this issue, there are some serious issues with their eyesight! Negri Customer service has been great , however i cant just except this as a non issue. Negri customer service, feel free to comment...or better yet email me asap. Yall agree? (white out personal info in photos, sorry)
aaronv20 said:
Sooo, I couldn't make it a week. I can't stand staring at this discolored screen. I have re submitted some more photos of my defective screen to Sergio at Negri. I hope he and his superiors can see this is not a "common" problem but a manufacture defect. If there RMA evaluators can't see this issue, there are some serious issues with their eyesight! Negri Customer service has been great , however I can't just except this as a non issue. Negri customer service, feel free to comment...or better yet email me asap. Y'all agree? (white out personal info in photos, sorry)
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Aaron,
I agree with you on the discoloration. I can certainly see it in your provided photos. Sergio worked very well with me on my exchange and when we spoke on the phone he seemed very helpful and like a nice guy. I hope your experience will serve a better outcome this go around and understand your frustration! I would also consider going the Samsung route if you run into the same issue going through with the second return. Who knows how their process runs but unfortunately I would guess the waiting period could be much longer seeing as how the 7.7 isn't sold except by Verizon in the US as of now, as far as they would be concerned....
Anyway, I've been anxiously awaiting my exchange by FedEx. It should arrive sometime tomorrow and then I'll be giving my new model the inspection to see if I faired better this time. The tracking info hadn't updated at all since the package left Phoenix, AZ on Friday and I was beginning to get worried it was lost in transit until magically it arrived in Ellenwood, GA just this morning. I guess it arrived there via bike messenger to account for the long delay in updates for so many days...haha. It always seems to drag the longest when you are really looking forward to receiving something though. ;-) Have a good day man, I'll cross my fingers for you.
Kyle
Sent from my Galaxy Nexus using xda premium
*Update on my replacement wifi 7.7... I received the exchanged GT-P6810 yesterday afternoon and after a 2 hour initial charge was ready to dive right in. First thing I did after set up was download 3 solid backgrounds. One white, one red and lastly blue. Then I opened the backgrounds full screen in the gallery and found absolutely zero dead pixels or any obvious defects. The only thing I have noticed thus far is the circles and lines on a black screen at zero ambient light. Although I'm almost positive there aren't any units that wouldn't display those in the same lighting conditions. Seems to be a product of the manufacturing process. Anyway, I'm certainly satisfied so far and love my new unit. I want to give Negri another shout out for their awesome customer service and in particular Sergio for his excellent communication throughout the process. I was without my tab for 2 or 3 weeks but it's certainly worth the wait to get a new replacement with none of the major issues. I'll be active on the forums and see you guys and girls around.
Oh btw, set up go launcher HD last night from their beta page and this thing flies with that launcher and looks great!
Sent from my GT-P6810 using xda premium
I purchased my Galaxy 2 7" Tab right before Memorial Day. It worked perfectly for the first 35 days. Then it would just die and the only way to revive it was to plug it in, wait 5 minutes, unplug it, then hold the power button for 60 seconds. It would come back to life but the first time the screen turned off it would not come on and the above procedure had to be performed again.
I emailed Amazon and was pretty much told "Talk to the Manufacturer" OK, fair enough. Despite the fact that my family spends thousands per year at Amazon, I understand. Samsung phone support asked me for a detailed description of the problem. I stated exactly what I had to do to get the device to work. They assured me it would be noted and sent me a return shipping label. About 2 weeks later I get an email that says my device was repaired. The issue was noted as "Dead (Intermittently)" and that was it. The repair...."S/W Upgrade (External Factor)". I thought, WTF, no way that was software.
The device was returned today with numerous scratches and what look like pry marks on the rear cover. The device was PERFECT when sent in. So I fire it up and the screen shuts off and the device is doing the EXACT same thing it did before I sent it in. I called Samsung back and kept getting put on hold and was eventually told I had to send it back yet again. I asked why as obviously they did nothing to fix it the first time. They said that if it comes back again with the same issue I *might* be able to get a new device. I also asked why my device was cosmetically damaged and as you can expect, the CSR gave me some BS about how careful they are. Really? They pried my back off, scratched it, nicked it, and that is what they call being careful? To top it all off, it was shoved into a box with absolutely no packing material and was banging around in the box. Even if they do actually repair it, what are the odds it makes it back again without being damaged further?
All in all I'm very frustrated with Samsung support. I understand electronic devices fail, but they should actually be able to fix the device on the first return. Especially when the problem is so obvious. It's like they don't even care. I will certainly think twice before buying another Samsung product.
I certainly can sympathize but you know they all pretty much are the same. I've had similar experiences with HP, Dell, Toshiba, and Sony over the years and that's just with electronics. My latest was with a IKEA desk I purchased which showed up damaged sent back just so they could send me another damaged one. We can only blame ourselves and parents who passed on buying products and services from reputable companies to buy from the low price companies. Its become so standard practice that they all pretty much operate this way now. Costs too much too care and we the customer don't buy from companies who care. Plus its all about the shareholders.
With that being said. Thank you for sharing your story. It just may make a difference when I purchase my next device. Damn, who am I kidding. It will make a difference. I don't want to deal with companies like that.
You're right. I usually buy my electronics from Best Buy. I have always had great customer service, especially when I get Best Buy Corporate involved. I purchased 2 Asus Prime tablets at Christmas last year. One for me and one for my son. The GPS never worked but we kept waiting for the magic firmware fix that never came. WiFi was also weak. I sent an email to Best Buy Corporate and within hours I had someone call me, called my local store, and allowed me to exchange both for the TF700's. Some 8+ months after purchase. I buy a lot of stuff at Amazon but not typically electronics. I made the mistake of purchasing this at Amazon as I had a gift card I wanted to use. They have great prices but come day 31, forget about returning it for an exchange let alone 8 months later. I did send an email to Samsung NA headquarters so maybe they will make sure it is fixed or replaced the second time around. One can always hope...
Mike02z said:
You're right. I usually buy my electronics from Best Buy. I have always had great customer service, especially when I get Best Buy Corporate involved. I purchased 2 Asus Prime tablets at Christmas last year. One for me and one for my son. The GPS never worked but we kept waiting for the magic firmware fix that never came. WiFi was also weak. I sent an email to Best Buy Corporate and within hours I had someone call me, called my local store, and allowed me to exchange both for the TF700's. Some 8+ months after purchase. I buy a lot of stuff at Amazon but not typically electronics. I made the mistake of purchasing this at Amazon as I had a gift card I wanted to use. They have great prices but come day 31, forget about returning it for an exchange let alone 8 months later. I did send an email to Samsung NA headquarters so maybe they will make sure it is fixed or replaced the second time around. One can always hope...
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I should email best buy and raise hell about my tab. Maybe I could get a new one or allowed to upgrade to a 10.
Thanks for sharing. I love my three Samsung devices and I'm upset for you. They should treat us, the customer a lot better. I've spent a lot of money on my toys. We all have. Assholes.
I refuse to buy something like this online. I use the power of the receipt to its full potential.
OK, so as is my usual practice when I am unhappy with service a company is providing, I did some research and found the email address of the CEO/President of Samsung NA and sent a nice email. I did that last night and got a call from the office of the President of Samsung NA this morning. The nice woman reviewed my case and within 3 minutes said "We will replace your unit with a brand new unit". She asked if I had already sent my old unit back for repair. I told her it went out this morning. She said the day it is received I will get a new, unopened P3113 shipped via overnight to my home. She apologized multiple times. She then sent me an email with all her contact information and told me to contact her if I have any further issues or questions. As I have discovered, it's all about getting to the right level of support.
While I am still unhappy that Samsung was unable to fix my device the first time, and did cosmetic damage, I'm extremely happy with the way this was handled in the end. Samsung will keep my business in the future.:good:
That's awesome! I'm happy for ya bud. It also makes me feel good that they stood behind their product and took care of the most important person. The customer. Kudos for you as well for taking the time to do this right. Sometimes I forget we the customer have to make the effort to handle these kinds of issues correctly.
Mike02z said:
OK, so as is my usual practice when I am unhappy with service a company is providing, I did some research and found the email address of the CEO/President of Samsung NA and sent a nice email. I did that last night and got a call from the office of the President of Samsung NA this morning. The nice woman reviewed my case and within 3 minutes said "We will replace your unit with a brand new unit". She asked if I had already sent my old unit back for repair. I told her it went out this morning. She said the day it is received I will get a new, unopened P3113 shipped via overnight to my home. She apologized multiple times. She then sent me an email with all her contact information and told me to contact her if I have any further issues or questions. As I have discovered, it's all about getting to the right level of support.
While I am still unhappy that Samsung was unable to fix my device the first time, and did cosmetic damage, I'm extremely happy with the way this was handled in the end. Samsung will keep my business in the future.:good:
Click to expand...
Click to collapse
Gotta note also that first device was just plain bad luck.
Sent either from my p113 (gtab 2 7.0) or i997 (Infuse)
Ryanscool said:
Gotta note also that first device was just plain bad luck.
Sent either from my p113 (gtab 2 7.0) or i997 (Infuse)
Click to expand...
Click to collapse
Yup, I realize this happens. I suspect if I had not gone this route the device would have come back still broken and they would have probably made good anyway. I just saved a step or 2. I've been fairly lucky overall with electronic devices.
I just wanted to follow up on this. I did receive a new unopened Galaxy Tab 2 via UPS on Monday 8/27. The outer box was destroyed and the inner box was damaged but the device was perfect. I have been using it heavily all week and it has been performing well. While not the best service experience, at least Samsung made it right with a single email to the right place.
My advice to anyone experiencing poor customer service, with any large purchase, is to do a little searching and find the corporate directory and with any luck you can find the CEO/President's email address. These addresses are typically monitored by high level CSR's that can do things other CSR's cannot do. I have used this trick multiple times with multiple vendors and it has always gotten me great service. A well written email can do wonders. Good luck!
Glad it worked out well in the end Mike and thanks for the "tips" hopefully i will never need to use them.
:good:
Kudos to you Mike ! If we all do like you did standard of Customer Care will get raised to great heights.
Would you like to share your email so it might serve as a template/sample for others ?
Thanks !
Sure, in fact I will share both the email I sent to Samsung and the email sent to Best Buy about the Prime TF201.
Samsung:
Sent to Samsung NA CEO and President. IT was someone from the president's staff who called me the day after this was sent.
Hello Yangkyu-san,
My name is Michael SXXXXXXX and I have been a long time Samsung Customer. I have 4 Samsung HD TV’s, a Samsung Galaxy Nexus and a Samsung Galaxy 2 7” tablet along with multiple other Samsung products. I’m writing to you as I’m very frustrated with the service I have received on my defective Galaxy 2 7” tablet. The device was purchased at the end of May from Amazon. Right after my return period expired, I started having problems with the device. It would just die and the only way to restart it was to plug the cable in, unplug it and hold the power button for 60 seconds. I called Samsung and they took all my information and said I needed to send the unit in for repair. I clearly explained the symptoms in detail and the CSR said he made all those notes in my repair order.
After 10 days, I received an email stating that my unit was repaired. The Issue summary was simply “DEAD Intermittently” and the fix was “S/W Upgrade (External Factor)” The Service ticket number is 4115XXXXX. The unit was returned today and within 5 minutes was exhibiting the exact same behavior. I again called Samsung service and was told I needed to return my unit yet again. The new ticket number is 411XXXXX.
I am very frustrated that despite sending this unit in for repair once, I need to send it in yet again and be without my device for another 2 weeks. I understand electronics break but what I don’t understand is why I need to return it again after sending in for repair once. I asked if I could just get a new device since it appears to me that the repair center is unable to repair it. I was told that if it comes back again unrepaired, I *may* qualify for a new unit.
I use this device for work and cannot afford to continue to be without it. Now I must wait another 2 weeks before my unit comes back hoping it is repaired properly this time and if still broken then I may be able to get a replacement? Adding additional time to my wait for a fully functional device. I honestly expected much better from Samsung support. It should also be noted that my device was in perfect cosmetic condition when sent in. When returned there are scratches on the back and what looks like pry marks on the back cover. I did not expect to have my device damaged cosmetically along with it not being repaired properly.
Please let me know if there is anything Samsung can do for me. I am returning the Tablet tomorrow, again leaving me without a major work tool for yet another 2 weeks and hoping it is actually repaired and not damaged further. Thank you for your attention in this matter.
A lifelong Samsung customer,
-Michael SXXXXX
[email protected]
[email protected]
215-xxx-xxxx
I received a call the next day and a follow-up email is below:
Mr. SXXXX,
As per our phone conversation, my contact information is below.
Thanks,
Heather XXXXX
NAHQ CSD VOC
Samsung Electronics America, Inc.
85 Challenger Road, 7th Fl
Ridgefield Park, NJ 07660
[email protected]
O: 201-373-XXXX | M: 973-590-XXXX | F: 201-329-XXXX
Office of the President: 1-888-480-XXXX
Below is the email I sent to the CEO of Best Buy regarding my defective Prime tablets:
Dear Mr. Mikan,
I’m sorry to bother you but I feel I have to report issues I’m having with products purchased at Best Buy back in December of 2011.
I purchased 2 Asus Prime tablets for Christmas. One for my son and one for myself. We have had nothing but issues with these tablets. The GPS does not work on either tablet at all. Even after getting the free GPS dongle we cannot get GPS to function. We also have horrible WiFi. I spent hundreds of dollars to upgrade my wireless thinking that would help the WiFi issues. That did not help.
Recently, I started reading where many people are having the exact same issue that I am having. I understand these are design defects in the Asus Prime TF201 and cannot be fixed. Many have returned their ASUS prime tablets in exchange for the newer TF700 table at Best Buy. Even those having their Prime’s longer than I have had success. I tried to do this but was basically laughed at and told “No way”.
I have been a loyal Best Buy customer for years and spend several thousand dollars per year at Best Buy stores and at Best Buy online. I’m just asking to be allowed to return by 2 defective TF201 tablets and get full crdit towards 2 new TF700 tablets. My understanding is the design flaws of the TF201 were fixed in the TF700. Below are my 2 order numbers. Anything you can do to assist a long time customer would be greatly appreciated.
BBY01-4355XXXXXXXX
BBY01-4322XXXXXXXX
Regards,
Michael SXXXXX
215-XXX-XXXX
[email protected]
On this request, I received a call about an hour after I sent it and the woman I spoke to asked which store I wanted to return my items to. Since it was after hours, she promised to call my local store and "see what she could do". The next day at 11:00 AM she returned my call, gave me the managers names and told me to take my 2 Prime's and dock in for full credit towards 2 new TF700's and the TF700 dock. I was in and out of the store in 10 minutes.
You have set a good example.
May be you could also guide us on how to find these "Premier" e-mail ids as i was once trying to reach Head of LG but could not find any Contact info
Thanks again
Bon-Joon Koo is the CEO of LG. From what I can tell, the email address format lg uses is last name first initial at lge.com so I'd try [email protected]. I found this by searching for less than 5 minutes. More diligent searching may find the exact email address. If you get a rejection keep trying different combinations.
silentvisitor said:
You have set a good example.
May be you could also guide us on how to find these "Premier" e-mail ids as i was once trying to reach Head of LG but could not find any Contact info
Thanks again
Click to expand...
Click to collapse
LG was good regarding my 6 year old tv.
Basically, the power board went out, and I was unable to purchase the repair parts.
They gave me a prorated refund of 300 bucks ( would have been more I'd I had receipt) almost enough to buy a new tv.
Sent from my HTC Sensation 4G with Beats Audio using Tapatalk 2
I would like to say first that I absolutely LOVE my Nexus 7 tablet. Having owned a couple of different Android tablets made by those other people (Samsung...even an iPad Mini), I can honestly say the N7 really is the best. With that being said, I would like to share my experience with them today, and I hope it helps others in being more informed about their decision to purchase in the future. Its kind of a long read, but you will be shocked at the end, so please see it through.
A week or so ago my tablet developed an issue where after waking it from standby I would have to toggle Airplane Mode on and off in order to access the internet. I was off work today so I called Google warranty about the issue. The gentleman I spoke with was very kind and, I believe, as helpful in the situation as he could be. After explaining the issue and running through some standard trouble shooting, the first technician I spoke with from Google concluded it was most likely a hardware issue and that someone from a different department (mind you, I was speaking to the warranty department already) would contact me via email in 24-48 hours.
After I hung up from him, I thought about it and something wasn't quite right. The warranty department should be able to generate a replacement or at the minimum an RMA right then, right? So I called back and asked to speak with a manager. I was transferred to a floor supervisor, explained everything that had transpired up until then, to which he promised to get to the bottom of the issue right then. He asked for my email address, which I provided, when he stated he could not find an order for a Nexus tablet. I proceeded to explain to him I purchased it from GameStop, I had the receipt with the box and date of purchase, when he abruptly cut me off to tell me he could not do anything about my warranty issue because it was bought from a third party. He explained I would have to go through the retailer or through Asus. Now, here is where my trouble with this begins. Is this not manufactured for, branded, and advertised as a GOOGLE Nexus 7 tablet...or is it brand, advertised, and sold as an Asus Nexus 7 tablet. Yes, I understand who actually manufactured it. But that is transparent. There are A LOT of products made by other manufacturers that are sold under a different brand name. In fact, there are actually quite few true "manufactures" in the world but they make and sell products daily under a different name. However, this floor supervisor was unwilling to provide me with any assistance at all. He did offer to connect me to Asus customer support.
Another hold later, and 20 something minutes into the call, I was connected to another very nice customer service rep from Asus. I again (third time) explained the issue and the steps already performed to remedy the situation. After speaking with him for a while, he agreed to issue an RMA so that one of there technicians could diagnose the problem and do a repair or replace. I asked at his point how long this process takes...TWO WEEKS. Mind you, I have only owned the tablet a total of exactly 7 weeks and 2 days. I told him that this was completely unacceptable. He then offered to upgrade my case to priority service. Again I asked for a time frame and was told this time...1-1/2 WEEKS, or 3 days faster. At this point I am furious. I asked if I could have a replacement sent out...NO. I asked if I could have one sent out with a hold on my credit card until my defective unit was received...NO. I asked if I could have a refund arranged...NO. I asked if he would be kind enough to contact GameStop to request an exchange be made...NO. MY ONLY OPTION ON A 7 WEEK OLD TABLET...A GOOGLE TABLET MIND YOU...WAS TO BE WITHOUT FOR 2 WEEKS! You have go to be kidding me! I sincerely thought Google was better than this.
I used the following analogy...you buy a brand new car. It has a warranty issue that needs fixed so you take it to the dealership at which point they say, "sorry but we cant fix it for 2 weeks" and leave you with no car. I honestly can not believe the customer service between these two companies is this poor. As well, I have had cell phones replaced by AT&T under warranty that CERTAINLY were not made by AT&T, yet Google does not share the same mindset although the tablet was clearly a Google product.
So, I write this as a warning for any of you that have purchased your tablet from GameStop, Best Buy, Staples, ect. what challenges you face should you ever need warranty service. And to those who did purchase off the Play Store exactly how Google is treating their customers. I love Google (a lot less now) but I will NEVER buy another Nexus/Google branded product again...not so much as rent a movie or buy a song from the play store. And I will take to any forum I can access to share my experience in an attempt to convince Google/Asus to improve their customer service. They have lost a customer and I implore you to share my experience with as many people as you can that may be considering a Google product or service in the future.
Here's another analogy: You buy an Apple phone from Best Buy and it develops a fault, where do you take it back to?
Buy a Google product direct from Google next time and learn about Consumer rights.
Apple is the exception in that example. Buy a Samsung, Motorola, LG, Blackberry, ect. and who handles warranty replacement? AT&T, right? ALTHOUGH it is clearly stated the MANUFACTURER warrants the product against defect. And yes...I am very aware we are not talking about AT&T, simply using it as an example.
Furthermore, I never once stated my consumer rights were violated, in fact I clearly said they offered a solution. However, from a consumer stand point, and in this case especially with the INTENDED transparency between Google and Asus, the issue was not handled with the consumer (me) in their best interest.
Feel free to flame me if you'd like, but I would put nickles to dimes that if it was you, you would feel the same way.
Sent from my HTC One using XDA Premium HD app
/waaa?
You are completely right tho. The should have a shop on hand for when you call. Just for you. Only you. You. Did I mention you?
Yeah i'm talking to you.
sigaiser said:
Apple is the exception in that example. Buy a Samsung, Motorola, LG, Blackberry, ect. and who handles warranty replacement? AT&T, right? ALTHOUGH it is clearly stated the MANUFACTURER warrants the product against defect. And yes...I am very aware we are not talking about AT&T, simply using it as an example.
Furthermore, I never once stated my consumer rights were violated, in fact I clearly said they offered a solution. However, from a consumer stand point, and in this case especially with the INTENDED transparency between Google and Asus, the issue was not handled with the consumer (me) in their best interest.
Feel free to flame me if you'd like, but I would put nickles to dimes that if it was you, you would feel the same way.
Sent from my HTC One using XDA Premium HD app
Click to expand...
Click to collapse
For more reports of mishandling and cruddy CS, go here:
https://productforums.google.com/forum/#!topic/nexus/mG4JXaT-SHs[1-25-false]
Feel free to add your experience....
danvee said:
For more reports of mishandling and cruddy CS, go here:
https://productforums.google.com/forum/#!topic/nexus/mG4JXaT-SHs[1-25-false]
Feel free to add your experience....
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Click to collapse
Thanks for the link...I posted there as well. It is cruddy. I would
D have expected more from Google in a situation like this.
Sent from my Nexus 7 using XDA Premium 4 mobile app
tweaked said:
/waaa?
You are completely right tho. The should have a shop on hand for when you call. Just for you. Only you. You. Did I mention you?
Yeah i'm talking to you.
Click to expand...
Click to collapse
I'm not going to reply, much, to your sarcasm other than to say that if you think I expect more from Google than anyone else, then you're sorely mistaken but entitled to your opinion. If you read any of the post, and you comprehend written text, you could easily deduce that I was stating their current policy (unwritten mind you) on buying from third party retailers.
With that being said, how about being constructive vs. Being a smart ass. Thanks for reading.
Sent from my Nexus 7 using XDA Premium 4 mobile app
djsubterrain said:
Here's another analogy: You buy an Apple phone from Best Buy and it develops a fault, where do you take it back to?
Buy a Google product direct from Google next time and learn about Consumer rights.
Click to expand...
Click to collapse
Buying direct from Google won't help. When I had to have my Nexus phone replaced, under warranty, I called Google since I bought it on the play store. They gave me a number to Samsung(It was a Galaxy Nexus) and Samsung did exactly the same thing. I had to go to Wal-mart and buy a cheap flip phone to use for 2 weeks while Samsung replaced my 2 month old phone which I had bought from the Google Play Store.
It is definitely nice to go to an apple store and have a replacement in 10 minutes if you have a bad phone... I had an issue with my galaxy s4 and at&t didnt have any in stock to replace it with.... Bad experience.
I actually feel nothing is wrong with the warranty service options the OP mentioned.
It would be above average for the industry.
If I bought a premium car like Lexus then I would expect a nice loaner if my car needs works.
But if I paid for a Toyota, then it's up to the dealer ... a shuttle ride is nice enough.
I even bought my 2012N7 over ebay, haha. Worst case, I just call Asus.
Unless Google promises something and doesn't deliver ... otherwise, it's up to them (that's why I normally
talk nicely to the customer-service people).
sigaiser said:
I'm not going to reply, much, to your sarcasm other than to say that if you think I expect more from Google than anyone else, then you're sorely mistaken but entitled to your opinion. If you read any of the post, and you comprehend written text, you could easily deduce that I was stating their current policy (unwritten mind you) on buying from third party retailers.
With that being said, how about being constructive vs. Being a smart ass. Thanks for reading.
Sent from my Nexus 7 using XDA Premium 4 mobile app
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Click to collapse
But, I'm only good at smartass comments.
i had my nexus 4 RMA due to faulty screen and i had the most wonderful experience, the lady i spoke to gave me no trouble what so ever promptly sent me an email with the order replacement link, put the hold on my card and 2 days later brand new N4 at my door, i would actually prefer to order directly from them after that experience
Also had a good experience with the nexus 4, screen was super dim, Google sent me a new one and have me a shipping label to send my old one in the same box
Sent from my Nexus 4 using xda app-developers app
One of the reasons why I always buy from companies with excellent customer service.
Few examples..
Bought a Galaxy Nexus from Amazon and after 6months+ it developed a fault.. cant remember what it was. So me being me... its been 6months+ I contact Samsung because its been so long. They told me they can get it fixed within a week. I get it back and its worse then when i sent it. I tried again.. sent it, came back and still as bad. I contact samsung again and explain to them. They said they will contact me within a few days.
While waiting i thought what the heck... Contacted Amazon and explained Samsung has wasted my time and if possible would like a refund. They said ok right away and got my money back! Samsung contact me and I vented out to the manager/supervisor on the line and all he could say was thats great that you got a refund....
Bought a Nexus 4 direct from Google.. Again after 6months+ it starts over heating. Contact google and they said we can replace it for you no problem. They sent out a new one while i still had the faulty one.
I would pay more for a product just to have great customer service then to get it a little cheaper and have next to no customer service.
So uh, you're mad because you have to ship your tablet back to the manufacturer to replace it?
Yeah man, that's total BS! Having to send it back to the manufacturers so they can fix it, it isn't like you do that with any other product you own right?
N7 2012 woes
@ sigaiser
I understand your frustration. I have an old Nexus 7, which I bought in the UK from PC World. It developed a fault where it would not charge. PC World referred me to ASUS, who ran through various ideas to fix it (most of which I had tried after internet forum searches), gave me a code and an RMA, and told me 7 to 10 days. It was picked up by the courier for next day delivery to Triage Services, who do ASUS repairs in the UK. After 4 weeks, it came back and still had exactly the same fault. (Later, I found that Triage had replaced the motherboard.) SO after another couple of days of trying to sort it out again, I rang again and got another RMA and an email telling me to book it in. I was also told that I should have been told "up to 30 days" not 7 to 10. The courier web site this time told me I'd have to pay for the return (different courier first time) though subsequently ASUS complaints told me that that was a courier error. Away it went again, and came back with the battery re-seated. It did not charge up, so off it went again. After another couple of weeks, making a total of 8 1/2 weeks, it came back with a new wall charger - supposedly that was no longer charging (even though when it left, it happily charged my Nexus 4). I HAD told them it was not that, as 3 different chargers would not charge The Nexus 7. It lasted that day, then refused to charge fully overnight, and charging to a lower % each night. All ASUS would offer was another RMA. :crying:
In the end, I threw myself on the mercy of the team at PC World, and asked if there was anything they could do - perhaps a discount on a different tablet. They had a chat, and gave me a new Nexus 7, this time with their "Whatever Happens" replacement insurance. Result. In future I think I will be getting my stuff from them with that guarantee.:laugh:
The current Nexus 7 charges up MUCH faster than the first one ever did, so either something had been changed, or the first was always faulty.
ASUS had been helpful, but they required THREE parts of the tablet replaced before they'd replace the whole thing. I had only had one so even though I'd lost it for more than 2 months out of the 12 month guarantee they would not consider either a replacement, or even extending the warranty for the 2 months I had been without.
Triage services, on the other hand, who supposedly did the repairs, I have no time for. First time round, they booked the tablet in to their workshop 5 days after they got it (thus showing ASUS that they were working on it faster than the truth). Then clearly they never actually tried it any of the three times before returning it.
joshyc5 said:
So uh, you're mad because you have to ship your tablet back to the manufacturer to replace it?
Yeah man, that's total BS! Having to send it back to the manufacturers so they can fix it, it isn't like you do that with any other product you own right?
Click to expand...
Click to collapse
No, I'm not mad I have to send it back to the manufacturer. I'm mad because that is the ONLY option to send it back. Google told me on the phone if I bought it direct from them, they would send out a replacement right then and there. So what's the difference? GameStop is an authorized retailer. It's not like it was a black market knock off from Amazon. And as far as Asus goes (who is the manufacturer yet not a reseller), they offer no way to have a replacement sent, even with a credit card hold. So the ONLY option is to go without and wait 2 weeks, or whatever the turnaround time ends up being, without the product you paid for. That's what makes me mad.
And maybe I'm missing something, but what I can't get over is the fact that it's made for Google and sold by Google, yet Google is not supporting products sold by third party retailers although it carries their name.
Sent from my HTC One using XDA Premium 4 mobile app
I really don't see a 1-1.5 week wait as being that big of a deal, sure it would be nice to get it replaced with a new one but they do not have to offer that to you. The warranty doesn't say that they offer replacements at the first sign of an issue. Since you bought it from a 3rd party retailer I wouldn't expect Google to take care of it since it is an ASUS tablet. If you'd purchased it from the Play Store and they wouldn't help then that would be a problem.
They just couldn't move as fast as you *commanded* them too? F off.
aiiee said:
They just couldn't move as fast as you *commanded* them too? F off.
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Click to collapse
Lol, whatever. Easy to hide behind a screen name. You wouldn't say it to my face so why say it online?
Either way, moderators, just close this thread. Obviously no one has the intelligence to understand the point I was attempting to make so it does no one any good for it to remain open as its only going to turn ugly.
Sent from my Nexus 7 using XDA Premium 4 mobile app
Hello,
I've owned a pixel device for about 2 months now and had started to experience issues with the battery life, standby battery drain and phone shutting off at about 20 percent each time. So I call up google support and explain these issues to them. They agree to replace the device for me. Having purchased the device from a retailer other than google I did not have the option to advance RMA and had to go with the standard one.
On 15th of Feb, I received a mail with shipping labels and other RMA details. On 22nd Feb I send in the phone which they received on 27th. Google is yet to acknowledge this through any mail but their support team over the phone assured me that the phone was received.
Initially, I was promised that a new or refurb phone will be dispatched immediately after the tracking details were updated. Google never met this expectation and so I call them up regarding the same and I was told that it could take 5-10 days for them to process the RMA. At this moment I requested them if they could do anything to expedite the process but they responded negatively every time and told I have no option but to wait which by the way is still the same answer I get every time I call them.
After 10 days passed I hadn't yet received any mail or updates regarding the new device, so I call them up and question the same to them, to which they replied that they need to escalate the case and that it would take them another 48 hrs to resolve the issue. It has now been 4 days since and google still has no idea where my old or the new phone is and they tell me to have patience and wait for the back end team to reply. I must have now spoken to at least 10 representatives and they all give me the answer that nothing can be done about it and that make me feel as if I shouldn't have gone in for the RMA in the first place. I've even requested them to send me back my old faulty unit but refuse to do even that as they don't have the authority to do that.
After reading online, I wasn't shocked to find that am not the only one who has faced such an issue. But what shocked me was that the person hadn't received a device for 50 days and was going to court to file a complaint. Am scared that I don't become a victim of poor google after sales service and have to go to the extent of going to the court.
Edit : - Ok. So I've just gotten off the phone with another representative and he has informed me that I should wait for at least another 48 hrs. So that makes the total turn-around time of about 20 days. That is if they happen to resolve the issue this time.
About two weeks ago I RMA'd my wife's Google Store Pixel (it had the dead-mic-and-speakers disease), and it was smooth as silk.
Refurb was immediately shipped to me via Fedex 2-day, and as expected they placed an auth against my credit card for the cost of the replacement. I shipped back the defective unit three days after I received the refurb.
I like the part where they say in order to get a replacement phone you need to enter your card info, but you wont be charged....just a hold of some sort. So, you enter your card info, submit the order and then they charge you the entire $700+. So you're out of a ton of money until they decide to give it back. You'd think as soon as they receive the old phone they will release the funds back to your account, but before I even received the new phone,4 days later, they gave me my money back. I didn't even send them the old phone, so WTF was the big idea in holding my money if they were just going to give it back before even receiving the old phone? I read about another guy who experienced the same thing and he had to call his creditors and whoever else automatically deducts from his account, because he didn't have the funds to cover his bills. I'm sure theres a lot of people out there who can't cover that even for a few days, or at all. What if you only have $400 to your name?
I dont see why they they dont do like everyone else by sending you the new phone and waiting until they get the old one before they decide to charge you for it.
---------- Post added at 10:50 PM ---------- Previous post was at 10:47 PM ----------
UnusualSuspect said:
About two weeks ago I RMA'd my wife's Google Store Pixel (it had the dead-mic-and-speakers disease), and it was smooth as silk.
Refurb was immediately shipped to me via Fedex 2-day, and as expected they placed an auth against my credit card for the cost of the replacement. I shipped back the defective unit three days after I received the refurb.
Click to expand...
Click to collapse
Mine had that problem. Dead mic, speakers, couldn't make calls, but mine was also really laggy. It was strange because I called my boss in the morning (the day my phone took a dump) and a couple hours later it just stopped working for no reason. Is this a known issue? Has anyone pinpointed a cause?
EDIT: Ok so I just read up and apparently a solder joint/circuit can split disabling all sound and audio processing. Which makes sense, because I couldn't even makes calls using a bluetooth heaset
That stinks. I had a replacement phone in less than 48 hours from the time I sent my old one via FedEx.
magnumtripod said:
I like the part where they say in order to get a replacement phone you need to enter your card info, but you wont be charged....just a hold of some sort. So, you enter your card info, submit the order and then they charge you the entire $700+. So you're out of a ton of money until they decide to give it back. You'd think as soon as they receive the old phone they will release the funds back to your account, but before I even received the new phone,4 days later, they gave me my money back. I didn't even send them the old phone, so WTF was the big idea in holding my money if they were just going to give it back before even receiving the old phone?
Click to expand...
Click to collapse
I just thought I'd fill in some info about credit cards - nothing actually useful for the main problem this thread is about.
More than likely it was actually a "pre-authorization". A pre-authorized charge effectively puts whatever amount on hold and appears as if it's just a normal transaction. In actuality, unless the company who made the charge (Google) takes action, a pre-authorized amount automatically falls off your credit card after up to 5 days or so. I'm not an expert on this, and I don't work in the credit industry - just from working lots of retail, which I don't do anymore, either. So basically, Google didn't control when the charge no longer appeared on your card, and it only would have remained on your card if Google took further action "solidifying" the pre-authorized amount. There's probably a better explanation but as I said, I'm no expert.
Hello
i am a pixel owner,i live in Greece but the device is bought from USA.So i don't know what to do if something goes wrong with the device.
I make a research but i can't find an email or something else to ask google what to do.Does anyone knows how i can find from where my device is bought?
Thanks in advance
For warranty reasons is it best to always buy directly from Google ? I just got mine from Google Store.
mikeprius said:
For warranty reasons is it best to always buy directly from Google ? I just got mine from Google Store.
Click to expand...
Click to collapse
Yes.
I hear all these stories about RMAs, shipping in your phone, and the entire hassle of packing it up, taking it to a shipping center and hoping it makes it there,etc, i honestly hope I do not have to go through any of that. It sound like a pain!
For a short time last year i tried out an iPhone, and there is nothing like being able to walk into the store, buying it, and having someone there to answer your questions. When I decided not to keep it , i simply took it back, told the dude 'its not for me right now' , got an instant refund on my card and literally did not get drilled on exactly why I was returning it. From the time I walked out my door to the time I got home about an hour ish of my time and hassle.
I like Google stuff, and i really like my Pixel, no issues at all with it, but that Iphone buying experience is what Google needs to meet or exceed. I know we are living more and more in an online world, but Google needs to figure this out FAST, or they will not be able to compete with that kind of customer service and support considering the cost of this thing and all the drama I have heard about people returning it. I highly doubt you would get a run around and be made to wait if there was a Google store like an Apple Store.
Its about the customer service/support for buying a very high value item and not being treated like a turd from what it seemed like the OP is being treated.
Actually no alot of us enjoy never having to walk in to an Apple store, most of the time you have to have an appointment or wait an hour in my area. Google support has always been above and beyond here but I deal through project fi, they have excellent customer service. Far beyond Apple Care and cheaper imo.