Hate to admit it, but this is my third RMA. I did a couple back in July and still had issues. So decided to wait a month or more and try one more RMA.
My first two RMAs with Google were pretty quick. I called them, got the link request the replacement. It took them about one business day to ship it and they'd send it 2 day delivery. So the entire process from the time I called to receiving the replacement was just 3 days on both of those RMAs. And that was when Google was up to their elbows in new orders and replacements.
I would have thought almost 2 months later things would settle down. But I started an RMA on Tuesday and it's Friday and they haven't even shipped it yet.
Anyone else do any RMAs this week?
Ravynmagi said:
Hate to admit it, but this is my third RMA. I did a couple back in July and still had issues. So decided to wait a month or more and try one more RMA.
My first two RMAs with Google were pretty quick. I called them, got the link request the replacement. It took them about one business day to ship it and they'd send it 2 day delivery. So the entire process from the time I called to receiving the replacement was just 3 days on both of those RMAs. And that was when Google was up to their elbows in new orders and replacements.
I would have thought almost 2 months later things would settle down. But I started an RMA on Tuesday and it's Friday and they haven't even shipped it yet.
Anyone else do any RMAs this week?
Click to expand...
Click to collapse
The whole process has gone to s#! *, my first rma at the beginning of august I got labels, rma form, and replacement shipped the same day. 2nd rma I called Google and they told me a rep would call me back to take my info down. Never got the call and had to call them back. A whole lot of phone and email tag trying to get all my forms and labels just to get a replacement
Sent from my Black "Destroy Mode" Nexus 7
Oh yeah. I just realized I haven't even gotten the email with the return labels. That usually comes at the same time as the email for the replacement order.
Guess I'll have to call Google and find out what happened to the RMA.
Call once more, if nothing happens then file a complaint with the BBB.
Ravynmagi said:
Hate to admit it, but this is my third RMA. I did a couple back in July and still had issues. So decided to wait a month or more and try one more RMA.
My first two RMAs with Google were pretty quick. I called them, got the link request the replacement. It took them about one business day to ship it and they'd send it 2 day delivery. So the entire process from the time I called to receiving the replacement was just 3 days on both of those RMAs. And that was when Google was up to their elbows in new orders and replacements.
I would have thought almost 2 months later things would settle down. But I started an RMA on Tuesday and it's Friday and they haven't even shipped it yet.
Anyone else do any RMAs this week?
Click to expand...
Click to collapse
I did one almost a week ago and still hasn't shipped... So I feel where you're coming from.
WackyClash said:
I did one almost a week ago and still hasn't shipped... So I feel where you're coming from.
Click to expand...
Click to collapse
I didn't call, figure since is Friday I'll just wait to next Monday to find out what is happening. Perhaps they are waiting on the next C9O batch from ASUS.
I called Google and it turns out their system went down and existing replacements got stuck in the queue. He said he'll need to escalate my issue to get my replacement unstuck from the queue.
Got this shortly later from Google...
Hi,
We're aware of an issue preventing shipment of advance replacement devices
and are working on a fix.
Please rest assured that this delay will be accounted for when calculating
the deadline for return of your original device.
Apologies for the inconvenience.
Regards,
The Google Play Team
Click to expand...
Click to collapse
Ravynmagi said:
I called Google and it turns out their system went down and existing replacements got stuck in the queue. He said he'll need to escalate my issue to get my replacement unstuck from the queue.
Click to expand...
Click to collapse
At least u didn't get a "ghost" unit. When I went to get an rma on my second unit (screen lift and dead pixels) Google said they couldn't find my n7 in their system. So it took me a week and a half before they got it resolved and sent me a new one
Sent from my Rooted, LazyPanda, White "Destroy Mode" Evo
Yeah,I also called them this morning and receive that same email.
I placed my original RMA request on 8-31. Every day I call them and they tell me the same story.. That they are escalating my order to another department that is dealing with the shipments of RMA's and nothing every happens. I call everyday.
Hi ,
Thank you for contacting Google. It was a pleasure getting to speak with
you today. As promised, I've forwarded your case to a specialist to begin
working to resolve your issue as soon as possible.
We're aware of an issue preventing shipment of advance replacement devices
and are working on a fix.
Please rest assured that this delay will be accounted for when calculating
the deadline for return of your original device.
In the meantime, if you come across any other information that you'd like
to pass along, please feel free to reply to this email. Your responses
will automatically go to the specialist working on your case.
Apologies for the inconvenience.
Regards,
The Google Play Team
Ravynmagi said:
Got this shortly later from Google...
Click to expand...
Click to collapse
Geez, not good to hear this has at least been going on since August 31st and still isn't fixed. Google had no problem putting a hold on my credit card though.
They told me to call again if I don't hear anything by Thursday.
I just called and they said it's stuck in a pending state as well. Guy said he would email my case specialist and I should get an email back.
Hmm...that sucks. I have been contemplating RMAing my N7 lately. I've always had very slight screen lift, but it never really bothered me. I removed 2 screws under the area where the lift was, and later removed the sponge strip. That fixed it 90% of the way. But the last few weeks I get the unresponsive touch screen, and have to turn the screen off, then back on. That fixes it completely, until it happens again. I've flashed a few ROMs and kernels, and it's a lot better now, but still happens daily.
If/when I hear that new units aren't plagued with defects, I may RMA.
So if I ordered from the Play Store and request an RMA, they'll send me a new one first, place a $199+tax hold on my CC, and wait for me to return mine, correct?
What if I get the new one and it's worse, and I want to return IT? Does that create a bigger problem?
Thanks, and keep us up to date on your situation please
Edit: Is it possible to RMA an 8GB model, and request the new one be a 16GB, and pay the difference?
jaycustom said:
If/when I hear that new units aren't plagued with defects, I may RMA.
So if I ordered from the Play Store and request an RMA, they'll send me a new one first, place a $199+tax hold on my CC, and wait for me to return mine, correct?
What if I get the new one and it's worse, and I want to return IT? Does that create a bigger problem?
Thanks, and keep us up to date on your situation please
Edit: Is it possible to RMA an 8GB model, and request the new one be a 16GB, and pay the difference?
Click to expand...
Click to collapse
The hold they put on your credit card is only the cost of the device, no sales tax. So for the 8GB model it would only be $199 total. They hold with my bank usually goes away in less than 2 days.
Google rep told me that if the replacement also has issues they still wanted me to return the original and then do another RMA on the replacement.
You have 3 weeks to return the device and normally the RMA process is pretty quick. So you could still hold on to the original while doing another RMA on the second, so long as you get that original back within the 3 week window.
For the last item, you can ask, but doubtful.
Ravynmagi said:
The hold they put on your credit card is only the cost of the device, no sales tax. So for the 8GB model it would only be $199 total. They hold with my bank usually goes away in less than 2 days.
Google rep told me that if the replacement also has issues they still wanted me to return the original and then do another RMA on the replacement.
You have 3 weeks to return the device and normally the RMA process is pretty quick. So you could still hold on to the original while doing another RMA on the second, so long as you get that original back within the 3 week window.
For the last item, you can ask, but doubtful.
Click to expand...
Click to collapse
Cool, thanks for the info man!
So what you said..."Google rep told me that if the replacement also has issues they still wanted me to return the original and then do
another RMA on the replacement."
If I got a replacement that was worse(dead pixels, blown speaker) than my original (screen lift) I would have to keep the crappier one and give them my original N7 per the RMA...then start an RMA on the crappy replacement that I now am stuck with for an unspecified amount of days? That would suck. I've heard many stories of the replacement having more/worse defects than the original. Well, when or if the N7 starts to ship mainly defect free, I might RMA. Until then, I just have a really bad feeling that I have over a 50% chance my replacement will have more/worse defects. I guess I'll just keep mine, while keeping a lookout for better quality batches in the future. Thanks again man, good luck on the new Nexus.
Replacement Device being shipped.
Just a update. I received the shipping email this morning.. Whoo hoo.
Submitted RMA request: 08/31
Shipped new device: 09/12
The Authorization fell off out cc account but Google reran the authorization again today.
Ravynmagi said:
Geez, not good to hear this has at least been going on since August 31st and still isn't fixed. Google had no problem putting a hold on my credit card though.
They told me to call again if I don't hear anything by Thursday.
Click to expand...
Click to collapse
Google has lost there mind..
im waiting for them to send me a replacement device for a replacement that came damaged. THEY HAVE A GRAND of my money.. HOW Do they feel this is ok to do ...
GOOGLE I HOPE YOU WATCHING This forum . your layal customers are very upset . and APPLE IS LOVING EVERY MINUTE.
I just received my replacement today (sent the RMA request on September 4th) and it is a C50K with 2 dents on the bottom (1 big and 1 barely noticeable). The border around the screen is blue instead of black and on the inside there are fingerprints everywhere. The screen is still raised on the left side but at the moment it isn't loose and creaky (yet).
Received RMA Device
Just another Update.
I received my Replacement device yesterday. Same issue. Left part of screen is raised and its a C80.
So off to send original one back and do this process all over again
I got my replacement yesterday too. It's a C8O and sadly it's got the screen lift on the left side, quite noticeable lift.
This is my third and last RMA. Sadly I'm just gonna have to accept it and live with it. I'm still happy with it for $250, just physical flaws bother me a bit. Oh well.
Related
Hey all, this is for those who had a defect with their first Nexus 4, and had to call Play Support and request a new one.
When you call in, you place the order while on the phone, they e-mail you while on the phone. How many days between that and actually receiving a notice that Google is shipping it out?
I placed a replacement order 4 days ago and have heard nothing since..
Just curious, and also might help others that are curious, thanks!
Considering that 4 days ago was a weekend, and they won't ship anything on weekends + 2-3 Business days to process your order, you will probably get shipping details on the 6th or 7th (could be tomorrow.)
And I don't think the DC knows whether your order was for a replacement or not since you had to order the replacement from the play store, so it might get shuffled behind those that have place orders ahead of you.
I was going to process a replacement (RMA/Shipping Label email is sitting unread in my Inbox); but decided to wait to see if others are experiencing the problem first. To find out its a mass issue or just related to my device.
I placed an order for an RMA unit Thursday night after calling Google and having the RMA link emailed to me. I received an email the following morning with a notice that the replacement phone had shipped and a tracking number was provided. The UPS tracking page just displayed a yellow box that says "A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated."
I just checked again and the yellow box with the above message is still there. I'm thinking that the tracking number should have updated information by Friday. Ideally, I'd like to have the new phone by then but at this rate I'll just be happy to have it by this time next week.
I ordered the replacement and received it 5 days later. Unluckily, I got a defected replacement and I have to called CSR again. Ordered 2nd replacement on Dec 2 and still waiting for taking number.
What email did you guys first get? The RMA email?
I placed one today and have only gotten an RMA email, nothing about a new phone being shipped...
They state it will be here 3-5 days, I leave the country saturday so I may be out of luck..
---------- Post added at 03:26 PM ---------- Previous post was at 03:23 PM ----------
sn0warmy said:
I placed an order for an RMA unit Thursday night after calling Google and having the RMA link emailed to me. I received an email the following morning with a notice that the replacement phone had shipped and a tracking number was provided. The UPS tracking page just displayed a yellow box that says "A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated."
I just checked again and the yellow box with the above message is still there. I'm thinking that the tracking number should have updated information by Friday. Ideally, I'd like to have the new phone by then but at this rate I'll just be happy to have it by this time next week.
Click to expand...
Click to collapse
What shipping method did they use? Can you tell based on the tracking number
Ordered a replacement on Nov 28, 2012 4:20:48 PM PST
Received the RMA email.
Order confirmation email said Estimated Ship:Less than one week
No shippnig/tracking number email yet
ntt1409 said:
I ordered the replacement and received it 5 days later. Unluckily, I got a defected replacement and I have to called CSR again. Ordered 2nd replacement on Dec 2 and still waiting for taking number.
Click to expand...
Click to collapse
Unfortunately, I'm already expecting the RMA unit to be defective as well. The more I read the more it appears these phones all seem to have at least 1 thing wrong with them.
jmejiaa said:
What email did you guys first get? The RMA email?
I placed one today and have only gotten an RMA email, nothing about a new phone being shipped...
They state it will be here 3-5 days, I leave the country saturday so I may be out of luck..
Click to expand...
Click to collapse
Yeah, I'd be amazed if you receive the phone by Friday. I ordered my RMA unit last Thursday and don't even expect to receive it till next week.
sn0warmy said:
Unfortunately, I'm already expecting the RMA unit to be defective as well. The more I read the more it appears these phones all seem to have at least 1 thing wrong with them.
Yeah, I'd be amazed if you receive the phone by Friday. I ordered my RMA unit last Thursday and don't even expect to receive it till next week.
Click to expand...
Click to collapse
Oh well, I may have to keep both and sell the extra when I get back then.
I'm sure the speaker noise will be there in the replacement...
So where do they pull these replacement orders from? Do they have a stash of Nexus 4's solely just for replacements separate from the regular orders?
And what's the guarantee the replacement unit won't be of the same "batch" and have the same issues?
Just curious because my earpiece is buzzing and I'm not sure if I should bother exchanging or not... You also lose out on the screen protector and have to get a new one.
---------- Post added at 07:35 AM ---------- Previous post was at 07:33 AM ----------
jmejiaa said:
Oh well, I may have to keep both and sell the extra when I get back then.
I'm sure the speaker noise will be there in the replacement...
Click to expand...
Click to collapse
If you decide to keep both, will they add shipping and tax to the AUTH charge? Because if not, isn't this a sneaky way of getting a 2nd Nexus 4 for cheaper? Or likewise, a Nexus 4 way earlier than folks ordering normally?
Got mine in 5 days after ordering a replacement
Sent from my Nexus 4 using Tapatalk 2
Called on the 28th got confirmation on same day with all the links got shipping notification on the 30th, received it Tuesday the 4th very positive expirence.
also i sent a support thingy via the website didn't hear anything for 24hours so i just called and got everything instantly. so yeah if you need to RMA and want it fast just call and do it on the phone with the rep
called the night of 29th for RMA, got confirmation e-mail right away, but nothing since then....called google on 3rd and 4th dec, apparently it's still being processed...go figure. Not too happy right now.
zealtor said:
called the night of 29th for RMA, got confirmation e-mail right away, but nothing since then....called google on 3rd and 4th dec, apparently it's still being processed...go figure. Not too happy right now.
Click to expand...
Click to collapse
We are in the same boat.
Ordered the night of 28th, got RMA and order confirmation email. No shipping email yet. I would like to receive the replacement asap since I have to return the device in 21 days. On the other hand, there is a chance that the replacement might be from a newer batch so I don't mind waiting.
onthecouchagain said:
So where do they pull these replacement orders from? Do they have a stash of Nexus 4's solely just for replacements separate from the regular orders?
And what's the guarantee the replacement unit won't be of the same "batch" and have the same issues?
Just curious because my earpiece is buzzing and I'm not sure if I should bother exchanging or not... You also lose out on the screen protector and have to get a new one.
If you decide to keep both, will they add shipping and tax to the AUTH charge? Because if not, isn't this a sneaky way of getting a 2nd Nexus 4 for cheaper? Or likewise, a Nexus 4 way earlier than folks ordering normally?
Click to expand...
Click to collapse
Yes, they have a seperate stock for RMA's only. Which explains why they can be sent out right away.
There is no gaurantee that these replacements didn't come from the same batch at the defective units. In fact, more than likely they are the same batch. I remember when I RMA'd my Galaxy Nexus last year the rep told me that the RMA units are hand inspected to ensure there are no defects, which I believed at the time. But after all this N4 shipping craziness and lies I don't believe a word any of those people tell me.
As far as I'm aware they will only charge the "auth" amount in full if you fail to return the device. So for me the $349 charge will hit my card and I COULD turn around and sell the other phone if I wanted. However, I'm just going to send it back.
np231 said:
We are in the same boat.
Ordered the night of 28th, got RMA and order confirmation email. No shipping email yet. I would like to receive the replacement asap since I have to return the device in 21 days. On the other hand, there is a chance that the replacement might be from a newer batch so I don't mind waiting.
Click to expand...
Click to collapse
Yeah, this makes me nervous as well. I ordered on the 29th and received my tracking number on the 30th. However, the tracking status is still just the yellow box saying a shipping label has been created as of 12/5. I'm afraid that I won't get the phone until I have like 1 day to return the defective unit within the 21 day period.
Time will tell I suppose.
Another person on the same boat. Called on the 28th forgot to click the link to reordered till the 1st. Still haven't receive any tracking info.
Ordered replacement on 28th and got a shipping notice just after midnight of the 30th. No movement on the tracking number even though I got a useless My Choice notification that it was going to be delivered yesterday. Nothing arrived . Awaiting a reply from my CSR.
tysj said:
Ordered replacement on 28th and got a shipping notice just after midnight of the 30th. No movement on the tracking number even though I got a useless My Choice notification that it was going to be delivered yesterday. Nothing arrived . Awaiting a reply from my CSR.
Click to expand...
Click to collapse
Keep me posted. Looks like myself and others are in the same situation. Just about the same dates and everything.
Here's my complete experience with my first RMA...
I called them a few days after i received my N4 (i was a first batch buyer) and noticed on the back i had a crack and scratches, despite still having the back film on there, so i took the film off thinking that was scratched but it wasn't, it was the phone out of the box so i called Google on Wednesday before Thanksgiving, they couldn't match my imei so they sent it to a "higher up" and then i called again Monday because i had heard nothing and the CSR said the RMA was ready and i started the process on Monday afternoon! I got a shipping confirmation the next day at about 6 pm Tuesday, i clicked the tracking number and to my surprise, my phone was already in my state ready for delivery! I received the phone at about 7 pm Wednesday! Now my replacement had no scratches or anything, however, it had the fu**in deafening screeching sound when in a call so i called again this past Sunday and got another RMA set up...but this time i haven't gotten a shipping email yet, just a "ship within a week" notice! I don't mind it since i already have the device, but here's hoping it doesn't have the sound! If it does, ill milk the RMA until i get a device without that sound! Its unbearable! Anyways, that's my story!
Sent from my Google Nexus 4
OT
Hey Guys, This is gonna be a bit off topic, but don't take it wrong.. i am thinking about ordering this phone from germany (my friend does live here so he will order it then he will send it to me to slovakia),, but as i see this,, it's really not worth of it as i see dozens of problems with this phone,
So my question, IS it worth to get this phone with that so many problems?
11/29 - RMA order placed
11/30 - Confirmation email with UPS tracking number received. Email says that the phone will be delivered within 3-5 business days
11/30 - UPS Tracking page says, "A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated."
12/5 - UPS tracking page still says the above with no additional tracking info
Today is the 4th business day since receiving the email with the tracking number so I figure that there should definitely be at least an origin scan on the UPS tracking page by now. Since there does not appear to be an update to the tracking progress I decided to make some calls and see if anyone could shed light on where my RMA unit is. I called UPS first. They told me that the label has been printed but the seller (Google) still hasn't given them the phone to ship out. This was precisely what I figured the case was because Google has just been so fantastic about shipping these N4's out.
Then I decided to call Google for some sort of an explanation (optimistic, I know). I talked to a CSR who gave me the same BS others have been getting who also have the tracking number with no tracking updates. He said this situation is "very strange and rare" then said he would forwarded my issue to a "shipping specialist" (yeah right) and told me he would email me back within the next 2 days (again, yeah right).
So here I am with absolutely no idea where my replacement phone is. I suppose I could be worse off though since I already have an N4 in my possession. But now I just want one that isn't defective out of the box.
I've had the nightly AOKP ROM on my N4 for a week now (since I got it last Thursday) but it's been overheating and randomly rebooting for a while.
On top of that I've got a few scratches on it. Will they care if I try to get it replaced via RMA?
Also how long does it typically take to receive the email to order the RMA device? How long to receive it?
Obviously I'll return the software to stock before sending it back.
Thanks for any guidance.
dc496 said:
I've had the nightly AOKP ROM on my N4 for a week now (since I got it last Thursday) but it's been overheating and randomly rebooting for a while.
On top of that I've got a few scratches on it. Will they care if I try to get it replaced via RMA?
Also how long does it typically take to receive the email to order the RMA device? How long to receive it?
Obviously I'll return the software to stock before sending it back.
Thanks for any guidance.
Click to expand...
Click to collapse
please read google support information!
call and process the RMA because its overheating and rebooting randomly, this will start the RMA if you have had your phone for less than 15 days they will probably do an 'advance replacment' they will hold the cost of a replacement on your credit card and send a link to rebuy a new one.
you then arrange for your current one to be be picked up and returned to google when they recieve one back they reverse the charge.
just re-flash the stock roms and relock the bootloader before sending it back.
HOWEVER your using a custom rom since you got it return it to stock and see if its still overheating / rebooting it could just be AKOP if you can determine that is the hardware at fault then return it.
and next time use google to find your answers there are lots of RMA threads and official links already it didnt need a Q&A
http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2411741#AU
Sorry, I just learned all that after I posted the thread.
I guess my main questions are about AOKP and the scratches - will Google overlook this? Obviously they shouldn't know about the AOKP because I will restore it to stock.. but the scratches? It's nothing major.. but the back scratches easily.
Thanks
I doubt they'll care about signs of use like scratches on the back of your device.
Sent from my Nexus 7 using Tapatalk 2
From Google, when I asked them about scratches on my unit that will be replaced: "...Normal wear and tear is to be expected."
dc496 said:
I've had the nightly AOKP ROM on my N4 for a week now (since I got it last Thursday) but it's been overheating and randomly rebooting for a while.
On top of that I've got a few scratches on it. Will they care if I try to get it replaced via RMA?
Also how long does it typically take to receive the email to order the RMA device? How long to receive it?
Obviously I'll return the software to stock before sending it back.
Thanks for any guidance.
Click to expand...
Click to collapse
So it's been rebooting and overheating BEFORE you loaded AOKP while on stock, too?
They shouldn't care if it's scratched or not as long as you restore it back to full stock..
It's the ROM causing the issue. I'd be willing to bet money on it.
As mentioned above, verify it's a not a ROM problem first. If it is then you're just wasting everyone's time/money by RMA'ing it.
does anyone know how RMA are handled as far as shipping time, are they put in the back of the line or do they ship pretty fast.
They would ship in a timely manner. You cannot expect an RMA to take 8-10 weeks to ship.
Google likely has a large number of units sitting in their warehouse for RMA purposes only.
asawoszc said:
They would ship in a timely manner. You cannot expect an RMA to take 8-10 weeks to ship.
Google likely has a large number of units sitting in their warehouse for RMA purposes only.
Click to expand...
Click to collapse
has anyone actually confirmed that, has anyone done a RMA since the ordering came back up and actually received a replacement.
I've confirmed with a Google rep that RMA's are handled immediately as long as within the 15 days of receiving the original phone. This is a like-for-like swap situation.
EDIT: I've confirmed because I might need to RMA my phone myself due to extremely odd battery behaviours.
Yeah it's not a ROM issue. I restored it to stock last night and the problem is actually worse now than before. Usually it would only shut off/reboot a couple times a day but it's done it at least 10 times just TODAY since I've been awake (like 8 hours).
Thanks for the normal wear and tear answer. That's exactly what I was hoping to hear.
placed a replacement on Dec 2. Nothing yet except confirmation email.
dkotoric said:
has anyone actually confirmed that, has anyone done a RMA since the ordering came back up and actually received a replacement.
Click to expand...
Click to collapse
Yes. Here is my timeline...
11/13 - Ordered N4
11/28 - Received N4 in the mail
11/29 - Ordered an RMA unit due to earpiece buzzing and a weird bulge in the side of the phone
11/30 - received tracking number for RMA unit
12/6 - received RMA unit in the mail
Some additional info...
1) The tracking number just had a yellow box that said " a printing label has been created..." from 11/30 - 12/5. On 12/6 the tracking number was finally updated and said "Out for delivery". It was delivered at 10AM on 12/6.
2) The RMA unit they send you is actually just a brand new, fully packaged N4 with all accessories. Which explains why they ask that you send the defective unit back with the original documentation and accessories.
sn0warmy said:
Yes. Here is my timeline...
11/13 - Ordered N4
11/28 - Received N4 in the mail
11/29 - Ordered an RMA unit due to earpiece buzzing and a weird bulge in the side of the phone
11/30 - received tracking number for RMA unit
12/6 - received RMA unit in the mail
Some additional info...
1) The tracking number just had a yellow box that said " a printing label has been created..." from 11/30 - 12/5. On 12/6 the tracking number was finally updated and said "Out for delivery". It was delivered at 10AM on 12/6.
2) The RMA unit they send you is actually just a brand new, fully packaged N4 with all accessories. Which explains why they ask that you send the defective unit back with the original documentation and accessories.
Click to expand...
Click to collapse
so hows your new one holding up? no more buzzing sound?
Here is my timeline for the sake of it:
-Ordered RMA unit night of 12/6 (around 11 PM)
-Shipping confirmation (with tracking) - 12/8 around 3 AM
-Delivery is supposed to happen on Monday - 12/10
All times CST (UTC -6)
What would happen if you didn't ship the broken phone back to Google after receiving the replacement? Charged the full amount of a N4?
Killer0Kevin said:
What would happen if you didn't ship the broken phone back to Google after receiving the replacement? Charged the full amount of a N4?
Click to expand...
Click to collapse
The answer I received from the Play Store rep was YES. There is a hold for the full amount of the phone on your CC and if the RMA isn't received within 10 days you will be charged.
For those of you who's have a replacement RMA, are you in the U.S ? Did you have to send your unit back before they send out the new device ?
Talk about getting screwed. I called in to get a replacement for my device two weeks ago and now I got one more weeks left to return this phone, but Google still have not shipped their device yet. I've contacted Google support like 3 times already, but no luck getting any info. They would send me a general email saying something like it would be shipped out in a timely manner and sometimes they would refer to my nexus 4 as the nexus 10 or the nexus 7. These people don't even read the emails they send out. Should I just send in my device to avoid the 21 days penalty? I'll be without a phone for until they shipped.
Try to contact them and explain your issue. If their shipping is delayed is not your fault so no penalty should be applied. Ask them!
Sent from my GT-I9300 using Tapatalk 2
I just had my order status for my RMA changed to pre-ordered, so I called Google Play support. It turns out the RMA's are now affected by back orders as well. So I explicitly asked the CSR about the 21 day window, he assured me that Google will not charge me if the replacement device has not shipped. He said if I am actually charged, not just a pending AUTH (which has already cleared) to just call up. He said he's never heard of it happening, they've been told by their supervisors that it won't happen, but IF it does happen they are to refund that charge.
I just contacted Google again. They said i will still be charged for the device if I don't return it within the 21 days even though they don't have a device to send out. This will be my last time I order from Google.
File a BBB report, notify your bank of the situation and give them your BBB complaint case number. Request that your bank decline further transactions from GOOGLE *Devices until further notice.
qpqpqp said:
I just contacted Google again. They said i will still be charged for the device if I don't return it within the 21 days even though they don't have a device to send out. This will be my last time I order from Google.
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makes sense to me your doing an RMA its a faulty device why hold on to it if its not working ?
noobdeagle said:
makes sense to me your doing an RMA its a faulty device why hold on to it if its not working ?
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Maybe the OP's phone still works better than no phone at all. Mine is deadlined, but the digitizer still works where I need it to for answering calls, and I can't go without until they decide to ship me a replacement phone.
Man I am sorry about your luck. I called Google for an RMA last night and my replacement was shipped this morning and the UPS tracking shows I will have it COB on Friday. I was actually surprised that it was shipped so quickly, as I thought there would be a delay because of the lack of stock units. I hope that you get this addressed with Google, there has to be some glitch on what is going on with your RMA.
gr8cop said:
Man I am sorry about your luck. I called Google for an RMA last night and my replacement was shipped this morning and the UPS tracking shows I will have it COB on Friday. I was actually surprised that it was shipped so quickly, as I thought there would be a delay because of the lack of stock units. I hope that you get this addressed with Google, there has to be some glitch on what is going on with your RMA.
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Jesus, this is the same **** the pulled with ordering the phone in the first place. I ordered my phone within the first minute, didn't get it for over a week, people ordering it 6 hours later got it in two days. I RMA a week ago, now it's preordered, you RMA last night and it ships today. Dufuq Google, this is some bull ****. Not to mention the OP now being told 'll be charged for the current device before the replacement ships.
Happy for you though.
USSENTERNCC1701E said:
Jesus, this is the same **** the pulled with ordering the phone in the first place. I ordered my phone within the first minute, didn't get it for over a week, people ordering it 6 hours later got it in two days. I RMA a week ago, now it's preordered, you RMA last night and it ships today. Dufuq Google, this is some bull ****. Not to mention the OP now being told 'll be charged for the current device before the replacement ships.
Happy for you though.
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I agree that it is bull. I don't know if it was the CSR that I talked to or what, but I just got confirmation that my replacement was delivered at my house (1 day earlier). I suggest that you continue to call them to see what is going on.
I had my RMA overnighted on 12/11
device not yet received
this is what tracking says
A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated.
gr8cop said:
I agree that it is bull. I don't know if it was the CSR that I talked to or what, but I just got confirmation that my replacement was delivered at my house (1 day earlier). I suggest that you continue to call them to see what is going on.
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I already called like 6 times and talk to 6 different people. They elk don't seem to care. I just don't know what else I can do.
This is what I just got.
Thank you for contacting us.
You have 21 days to return the original device not 21 days to*receive* the device. You can return the device if you have the RMA and shipping label. As for a replacement device, unfortunately they are on backorder and will not be shipped for 3-5 weeks. I apologize for the*inconvenience*and appreciate your patience.
If you have any other questions please feel free to reply back to this email.
I was assured they had separate stock for RMA, probably get a better service from someone that speaks a different language to me.
Sent from my Nexus 4 using xda premium
I'm sure its no surprise, but just wanted to post my experience as an FYI.
I filed an RMA on 12/2 (my screen has a small row of dead pixels)
I have yet to get any shipping info as to my replacement , even though their policy is within 4 biz days.
I've escalated my case several times, and all they tell me is, "We don't have any of these devices"
Strange that they didn't keep a few behind for defect replacements, oh well.
Why do they never make enough Nexus's on launch?
same issue. i waited over a week (9 days) b4 ot was overnighted via fedex
Cybertronicz said:
I'm sure its no surprise, but just wanted to post my experience as an FYI.
I filed an RMA on 12/2 (my screen has a small row of dead pixels)
I have yet to get any shipping info as to my replacement , even though their policy is within 4 biz days.
I've escalated my case several times, and all they tell me is, "We don't have any of these devices"
Strange that they didn't keep a few behind for defect replacements, oh well.
Why do they never make enough Nexus's on launch?
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It would be helpful if you mentioned who you purchased from/RMA'ed with.
And you can thank people who frivilously exchange devices because there was dust in the box when they unsealed the box, or a fingerprint on the screen
I purchased and filed RMA though Motorola.
I would hope that Google Play support would be better, but who knows.
Cybertronicz said:
I purchased and filed RMA though Motorola.
I would hope that Google Play support would be better, but who knows.
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I would think that it would be better with Motorola, since they make the product and ship right from the factory. You could literally end up with a device that rolled off the assembly line within hours before.
Cybertronicz said:
I purchased and filed RMA though Motorola.
I would hope that Google Play support would be better, but who knows.
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Did Moto keep a pending charge on your cc that whole time? I filed an RMA with them yesterday because of a large strip of fading on my screen, and they pended a charge to my cc instantly but that was the last contact I had with them.
If you have pending charge then you did the advanced RMA. I did that the night of the 16th around 9, it shipped out today and will be here Monday. So it's only going to take 4 business days from when I placed RMA to receiving a replacement. Once they receive my device the hold of $557 will be off. I purchased mine directly from Motorola's website.
What version of the device you got may also affect the turn around. Mine was a 32GB CW
Also just FYI you technically won't be getting brand new devices. They are in Like New condition.
Just filed an RMA this evening with GPS. Expected to to leave warehouse on the 23rd with overnight shipping. We will see if it arrives on Christmas eve. Seemed easy enough with one quick call and a follow up e-mail. I'm assuming my pending charge will arrive once the device ships. Keep you updated when I receive tracking.
I didn't have a problem exchanging a blue 32gb nexus 6 under warranty with Google Play store. Received in two days after the phone call.
venturizhou said:
If you have pending charge then you did the advanced RMA. I did that the night of the 16th around 9, it shipped out today and will be here Monday. So it's only going to take 4 business days from when I placed RMA to receiving a replacement. Once they receive my device the hold of $557 will be off. I purchased mine directly from Motorola's website.
What version of the device you got may also affect the turn around. Mine was a 32GB CW
Also just FYI you technically won't be getting brand new devices. They are in Like New condition.
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I did do an advanced RMA. I ordered from Moto and I bought a 64GB Blue. I was assured that my device would be brand new unopened, non refurbished.
The only reason I purchased from GPS is cause of the warranty and RMA...Google always sets aside units for RMA even my zen watch that showed OOS on play store that I rmaed got shipped a new replacement within a day.
Shattered my preoder N6 in Japan with an unfortunate drop. Assurian warranty services via ATT just replaced it in less than 24 hours. N6, 32gb, blue.
Well.. my camera started doing double exposures -either focus or optical stabilization is wonky, started getting bad around dec 18, and it has gotten worse since then. Clearly a hardware issue, after wiping/resetting- and some really funny pictures sent to Motorola. Their level 2 support was very reasonable, and I finally setup rma for advanced replacement on 30-dec.. and 7-jan I have not heard back yet. We'll see how long it takes. I'm hoping it is not too much longer.
I originally ordered a 32 gb Midnight blue direct from motorola on 12-Nov, received on 25-Nov, then RMAed with Motorola directly on 30-Dec.
We'll see how long it takes....
With Motorola selling a Moto X Pro that is basically the Nexus 6 I could see the replacements being delayed.
Hi all,
Received my 6p this morning and it is a wonderful device. When setting up the phone I immediately noticed that the bottom left of the screen is slightly cut off with a blue outline. See attached image. If you zoom into the bottom left youll see the defect. This is really only noticeable in full screen mode as otherwise the navigation bar hides it.
Not sure if I should return it or not.
That's a manufacturing defect. Return it.
Return it.
Feel so gutted after waiting a month! Will email Google. Only problem is that i don't want to wait another few weeks for another phone.
mo123456789 said:
Feel so gutted after waiting a month! Will email Google. Only problem is that i don't want to wait another few weeks for another phone.
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The few people Ive seen mention getting RMA replacements were getting them within a couple days, not weeks.
I would return it without a doubt.
Like everyone said-return it! It is a defect and Google will overnight you a new one
Will they send me a new phone and then ask me to return the defective one. Or will I have to send the defective one first.
chrisexv6 said:
The few people Ive seen mention getting RMA replacements were getting them within a couple days, not weeks.
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Not sure how quick it is here in the UK. There were already having production issues from day one
mo123456789 said:
Not sure how quick it is here in the UK. There were already having production issues from day one
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It seems like people with problems are given priority over others. Most things I've seen said they overnight a new one to you then you return the defective one. They will put a hold on your credit card for the cost of the phone. It will never be charged unless you don't return the bad one. The money they hold won't be available to you though, until they get it back.
Sent from my Nexus 6P using Tapatalk
mo123456789 said:
Feel so gutted after waiting a month! Will email Google. Only problem is that i don't want to wait another few weeks for another phone.
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You will receive your replacement within two days. I've received 3 rma's
I'm rma-ing one right now. My screen has a very noticeable yellow tint compared to my friends 6P. My credit card has a hold on it. They will send out a new phone before I have to return this one so I won't be without a phone. As for shipping, the replacement was processed same day and you select what shipping options you want. To overnight it was about $20. I just did the ground 3-5 days for free. They send u a rma form and shipping label to return the old phone.
OP, yes you should. This is a legitimate manufacturing defect, one of the few I've seen posted...
I'll definitely be returning it and will try getting free next day delivery as this defect is quite bad. For something this obvious to pass quality control is beyond me.
Just had a chat with google rep and sent over the same photo. She said she cant see the defect!
She's blind. I'd RMA it.
I've sent over some more photos. Let's see what happens!