Related
Well I am still waiting on mine. I was told it would be 3 days and well its been a week.
After I called to get my tracking number I was told it was still pending so they were going to fill out a a recovery form to contact the warehouse to find out what the problem was and I should get an email after 24 hrs. I didnt. Called again was told that it usually take 72 hrs. No dice. Called again guy told me that they are having problems with the forms lately and its been taking 8 days... WTF!?I was also told that my order has been put in backorder status with no way of knowing when it would ship. But the guy didnt understand why the Vibrant wasnt on his backorder list. So we sent an email escalation to the warehouse which I am currently waiting on which he said would take 24 hrs.
This is just mind numbingly insane to me. Why cant they call the warehouse to figure this crap out. I have a phone sitting here that their update broke that I havent even finished paying off yet that Ive had for about a month and a half and they are telling me i have to wait to hear from them when it will be shipped. I left Sprint to get away from this kind of crap.
Call customer care back & say CANCEL. That will get you the customer retention dept. I filed my claim on the 14th after the OTA update bricked my phone & they couldn't get it to come back up. Expected it to take maybe 3 days. After the phone had not arrived Tuesday I was PO'd yesterday morning & called. They told me it was on backorder and I probably wouldn't have it until the 25th. Wrong answer. Got to customer retention and they took $20 off my bill for the inconvenience and supposedly overnighted a phone to me. We'll see if it arrives today.
sail4horizon said:
Call customer care back & say CANCEL. That will get you the customer retention dept. I filed my claim on the 14th after the OTA update bricked my phone & they couldn't get it to come back up. Expected it to take maybe 3 days. After the phone had not arrived Tuesday I was PO'd yesterday morning & called. They told me it was on backorder and I probably wouldn't have it until the 25th. Wrong answer. Got to customer retention and they took $20 off my bill for the inconvenience and supposedly overnighted a phone to me. We'll see if it arrives today.
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Click to collapse
Ive been on the phone with CS multiple times and they have credited me back my shipping fee and my date usage for the month i will give them a call this afternoon again. I got an email address from the Live Chat person of soemone higher than them so hopefully I will hear back and let me know if you get your phone.
Also howd you get a date out of them they just keep telling me they have no idea.
That sucks, mine bricked with the OTA and they said it would be 7 days to get my phone, well it showed on the 18th (I must of called on the 8th)...
What is dumb is they sent text messages to the bricked phone letting me know (HA, I ODIN'ed back to stock and applied the update and my phone worked fine).
So now I have a replacement phone and my original phone - I need to goto the store or something and return the replacement phone, right? Or will they charge me $100 bucks for the replacement and if they do, and I keep it - am I able to get another replacement if it breaks?
jmerchant said:
That sucks, mine bricked with the OTA and they said it would be 7 days to get my phone, well it showed on the 18th (I must of called on the 8th)...
What is dumb is they sent text messages to the bricked phone letting me know (HA, I ODIN'ed back to stock and applied the update and my phone worked fine).
So now I have a replacement phone and my original phone - I need to goto the store or something and return the replacement phone, right? Or will they charge me $100 bucks for the replacement and if they do, and I keep it - am I able to get another replacement if it breaks?
Click to expand...
Click to collapse
You should send it back I dont know if they would let you keep it they may charge you.
same here they credited me my data for the month, but still i want my phone back...i was thinking of odin back and recover but if they're sending me another phone i dont want to send them back a good phone...i guess ill just wait
CS is different from Customer Retention and you have to say cancel to get to them. Their job is to keep you as a subscriber. My guess is they have their own stock to pull from. The stupidest part of all this is there's a corporate store blocks from my house with a bunch of Vibrants in stock. Why Tmo won't give me one of those phones & replenish their stock is beyond me.
Send your phone back or they'll be sending you a bill for the retail price of the phone. When you got the replacement it should have included details on how to send the other back. If not, call.
I actually sent an email to the CEO with my complaints and they are assigning someone to my case. Waiting to hear back. But I will be calling when I get home.
I had to replace mine due to overheating, shutdown thermometer icon, said 7 days, came on 7the. Day. Call 611 ask for customer loyalty.
Sent from my SGH-T959 using XDA App
Same sinking boat...
I am actually in the same boat...I ordered an exchange back on 10/14 after my Vibrant went belly up after the update, ordered 3 day express shipping which should have arrived no later than Tuesday 10/19 and when I called to check the status they said it was on backordered status even though it wasn't officially backordered...until today that it. Samsung Vibrants for exchange have been backordered for replacements ordered 10/13 or after, and this information was just made known today...1 week after the fact! Submitting research requests will have no further luck as the shipment date is to be determined. It will simply arrives, when it arrives. Needless to say, I got the shipping charges refunded!
bretjrodgers said:
I am actually in the same boat...I ordered an exchange back on 10/14 after my Vibrant went belly up after the update, ordered 3 day express shipping which should have arrived no later than Tuesday 10/19 and when I called to check the status they said it was on backordered status even though it wasn't officially backordered...until today that it. Samsung Vibrants for exchange have been backordered for replacements ordered 10/13 or after, and this information was just made known today...1 week after the fact! Submitting research requests will have no further luck as the shipment date is to be determined. It will simply arrives, when it arrives. Needless to say, I got the shipping charges refunded!
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Click to collapse
My stock vibrant went belly up after the OTA update on Oct 12. I asked for an expedited replacement. I was actually given the expedition for free.
Oct 12 - OTA kills my stock Vibrant. I ordered a new replacement phone at the store, and expedited shipping was free.
Oct 15 - phone was supposed to arrive. It didn't, so I called and asked whats up. I was told Oct 16 was the new date.
Oct 16 - Phone didnt arrive. I asked what's up. I was told Oct 21
Oct 21 - phone didnt arrive today. I called and was told Oct 25. I asked for some kind of credit to my account. Since I'm vibrantless for 13 days, they credited me 13 days of service. Definitely call customer service, ask for a supervisor, and explain you've been inconvenienced by not having a smartphone. they will credit you for the days you've been dicked over.
Oct 25 - we'll see what happens.
If I get a refurbished phone, I'm going to get that replaced too.
It took 9 days - including weekend - to get my replacement.
There is no way to know if you get a refurbished. And if you call in and say you dont want redurbished they will just tell you they have requested a new one for you but they cant control it. I am unsure if mine is refurbished or not. The plastic cover that came with it made it look like a refurb but it was manufactured in 10/10 and the sliding door.at top feelings like no one has uses it before.
Mine had the damn bootloader locked unlike my original so I had to do all this fevered reading about adb that I didn't have to do first time around, then BING, OTA and unlocked sbl,rerooted and back in the ballgame. I'm getting a refund for lost service and that cockamamie mobile TV charge which I never used.
Sent from my SGH-T959 using XDA App
I got mine, and it was not a refurb. I don't think there were enough defect returns because the phones on been on the mass market a few months. I got mine from a guy off of cl and I still got a new warranty replacement from samsung via tmo. It even had a manufacture date more recent than the date I bought the original! Just slapped my batt in and snapped my old cover and I was good to go.
Oh and btw, it does take them a week or two to get the replacement approval processed.
Sent from my SGH-T959 using Tapatalk
ensonnosne said:
I got mine, and it was not a refurb. I don't think there were enough defect returns because the phones on been on the mass market a few months. I got mine from a guy off of cl and I still got a new warranty replacement from samsung via tmo. It even had a manufacture date more recent than the date I bought the original! Just slapped my batt in and snapped my old cover and I was good to go.
Sent from my SGH-T959 using Tapatalk
Click to expand...
Click to collapse
Did it come in the original packaging with all the accessories or just the phone itself? I ask this because I've never had an exchange before. Thanks
(they told me mine would just be the phone and to keep my sd card, battery and all the accessories)
No is just the phone with out the cover or batt.
I think they only give you the whole box if you report it stolen.
Sent from my SGH-T959 using Tapatalk
Okay. Thanks for your (quick) response. Much appreciated!
ensonnosne said:
I got mine, and it was not a refurb. I don't think there were enough defect returns because the phones on been on the mass market a few months. I got mine from a guy off of cl and I still got a new warranty replacement from samsung via tmo. It even had a manufacture date more recent than the date I bought the original! Just slapped my batt in and snapped my old cover and I was good to go.
Oh and btw, it does take them a week or two to get the replacement approval processed.
Sent from my SGH-T959 using Tapatalk
Click to expand...
Click to collapse
T-mobile is giving me hell about my phone since it was giving to me as a gift and the OTA screwed my phone up. They say my phone doesn't have a manufacturers warranty.
I paid for overnight on a sunday I had to cal back thursday and threaten a company switch, phone arrived next day at 1:40.
Sent from my SGH-T959 using XDA App
So I ordered the Nexus 7 the first day it was available to order, but with the tablet not shipping out like it should I picked one up at GameStop. I refused the shipment that Google sent me and they got the shipment back on 7/20.
I called Google many times and they told me to wait 14 days for the return to process because they were very busy. Now it's been over 14 business day and Google tells me I need to be more patient.
What should I do? and how can Google do this?
Google even tried to blame the credit card company. I can't believe a big company like Google would do this. I never thought Google would make Apple look so good. And what I mean by that is Apple has very good customer service.
You should get an ipad
diecast17 said:
So I ordered the Nexus 7 the first day it was available to order, but with the tablet not shipping out like it should I picked one up at GameStop. I refused the shipment that Google sent me and they got the shipment back on 7/20.
I called Google many times and they told me to wait 14 days for the return to process because they were very busy. Now it's been over 14 business day and Google tells me I need to be more patient.
What should I do? and how can Google do this?
Google even tried to blame the credit card company. I can't believe a big company like Google would do this. I never thought Google would make Apple look so good. And what I mean by that is Apple has very good customer service.
Click to expand...
Click to collapse
just dispute the charge with your CC company.. done..
diecast17 said:
...I never thought Google would make Apple look so good. And what I mean by that is Apple has very good customer service.
Click to expand...
Click to collapse
So good of customer support, they'll hand out your password without even asking for security questions.
Not saying Google is perfect, but I've heard worse stories with Apple...
As for the charge, I would give it another week (unless you need the money for an emergency or something), and then dispute it with the credit card company.
you should have just waited the extra week. lots of us did. you wasted googles time, now they're wasting yours. sounds even to me.
call your cc company and dispute. you should get it instantly while they battle it for you.
Sent from my Galaxy Nexus using xda premium
espionage724 said:
So good of customer support, they'll hand out your password without even asking for security questions.
Not saying Google is perfect, but I've heard worse stories with Apple...
As for the charge, I would give it another week (unless you need the money for an emergency or something), and then dispute it with the credit card company.
Click to expand...
Click to collapse
It all started when Google gave out the guys alternate email address, which allowed the hacker to get into the guys gmail account. It was a combination of Google, Apple, and Amazon that made it all possible. And of those three, Google is by far the worst customer service. It's hard enough to find a phone number for them, let alone get help.
smirkis said:
you should have just waited the extra week. lots of us did. you wasted googles time, now they're wasting yours. sounds even to me.
call your cc company and dispute. you should get it instantly while they battle it for you.
Sent from my Galaxy Nexus using xda premium
Click to expand...
Click to collapse
hahaha. Have you ever disputed a credit card charge? You will be lucky to get the charge refunded within 60 days. Most likely they will give you some crap about how they are going to open up a 60 day investigation period and look into the matter. And it's going to take all 60 of those days to do it.
rman726 said:
hahaha. Have you ever disputed a credit card charge? You will be lucky to get the charge refunded within 60 days. Most likely they will give you some crap about how they are going to open up a 60 day investigation period and look into the matter. And it's going to take all 60 of those days to do it.
Click to expand...
Click to collapse
You are supposed to get the credit instantly. Who cares if the investigation takes 60 days?
spitswap said:
You are supposed to get the credit instantly. Who cares if the investigation takes 60 days?
Click to expand...
Click to collapse
This is true. They give it back instantly as a "provisional" credit until they conclude their investigation.
I been I have been waiting since 25/07/12 been phoning and emailing them they keep mentioning we are passing your case to a god damm specialist I mean who is this asshole specialist that does not even reply to you seems they got too many specialist at google that sit around and do sweet fa.
neotekz said:
You should get an ipad
Click to expand...
Click to collapse
/yawn
Sent from my Nexus 7 using xda premium
Ok I phoned my bank they are now starting up a investigation as to why I have no been refunded yet as google stated 14 working days and that has elapsed.So I rang google today and told them I spoke to a supervisor this time apparently there was no ticket opened for my case this is crazy I was assured by him my case will be dealt with in the next 24hrs let see what happens hey.
I've been chasing Google for my refund also, I refused the delivery as instructed. Called again yesterday only to be told to wait another week.
Sent from my Galaxy Nexus
nigelw said:
I've been chasing Google for my refund also, I refused the delivery as instructed. Called again yesterday only to be told to wait another week.
Sent from my Galaxy Nexus
Click to expand...
Click to collapse
Same here and they said they would escalate after I wouldn't take you have to wait longer as an answer and then they said I would be contacted in 24 hours. That was 4 days ago with still no call.
diecast17 said:
Same here and they said they would escalate after I wouldn't take you have to wait longer as an answer and then they said I would be contacted in 24 hours. That was 4 days ago with still no call.
Click to expand...
Click to collapse
I emailed Google again and they said the refund could take up to a month, but for me a month will be 8/20 unless there month means 30 business days.
diecast17 said:
Google even tried to blame the credit card company. I can't believe a big company like Google would do this. I never thought Google would make Apple look so good. And what I mean by that is Apple has very good customer service.
Click to expand...
Click to collapse
"Facepalm."
You were impatient and couldn't wait 5-7 days after official release to get your N7 from Google so you went and bought another somewhere else and now your mad at Google for your impatience?
Take it up with your credit card company, get your instant credit and move on with your life.
Worst company ever
I ordered my Nexus 7 the day they were announced thinking Google would be the only place to get them. The following day I found out that both Carphone Warehouse and Currys/Dixons would be selling them. I thought, sensibly enough, that there was no point paying for delivery when I could stroll down and pick one up. I cancelled the order, heard nothing, requested confirmation 3 times more, then got an email on 19th July telling me my order had shipped. I phoned Google and was told to refuse delivery which would automatically generate a refund when the device was returned. 3 weeks went by with no sign of a refund so I contacted TNT to confirm they had actually returned the device. They confirmed it was returned on July 20th. I've since spoken to 2 people at Google who both confirmed the return is showing on their system, both said they couldn't issue a refund and the last guy said he was referring the case to a specialist who would be able to resolve it. That was a week ago. This "specialist" can only be contacted by email (which he/she/it doesn't reply to) so I'm now in a situation where I've paid for a device I never had, which Google have confirmed they've had back for almost a month now, and still no sign of my money.
This is the most pathetic company I have ever dealt with and I am now so pissed off with them I'm about to ditch Android entirely and also move my business off the Google Apps system we currently use and move to Microsoft.I believe the term is epic fail.
Stilicho said:
I ordered my Nexus 7 the day they were announced thinking Google would be the only place to get them. The following day I found out that both Carphone Warehouse and Currys/Dixons would be selling them. I thought, sensibly enough, that there was no point paying for delivery when I could stroll down and pick one up. I cancelled the order, heard nothing, requested confirmation 3 times more, then got an email on 19th July telling me my order had shipped. I phoned Google and was told to refuse delivery which would automatically generate a refund when the device was returned. 3 weeks went by with no sign of a refund so I contacted TNT to confirm they had actually returned the device. They confirmed it was returned on July 20th. I've since spoken to 2 people at Google who both confirmed the return is showing on their system, both said they couldn't issue a refund and the last guy said he was referring the case to a specialist who would be able to resolve it. That was a week ago. This "specialist" can only be contacted by email (which he/she/it doesn't reply to) so I'm now in a situation where I've paid for a device I never had, which Google have confirmed they've had back for almost a month now, and still no sign of my money.
This is the most pathetic company I have ever dealt with and I am now so pissed off with them I'm about to ditch Android entirely and also move my business off the Google Apps system we currently use and move to Microsoft.I believe the term is epic fail.
Click to expand...
Click to collapse
I am in the same boat as you google just ain't playing ball or they ain't got a clue what's going on with refunds I would advise to ask to speak to a supervisor I did and he opened a tickete as the amateurs on the google phone desk are not referring your refund to the correct departments that's why no one is getting refunds they are so badly trained its unbelievable.
It stated on the site refunds could take 5-7 weeks to process.
Sent from my mopho
cornelious2 said:
It stated on the site refunds could take 5-7 weeks to process.
Click to expand...
Click to collapse
Link please?
All I could find was this:
http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2411741#US
Everytime I call google, the amount of time to expect a refund increases.
They received mine back on august 8th...I contacted them on the 13th via email. Received credit yesterday....
Even though Google said they will refund a week after I received my device I have yet to see a refund from the original backorder. Has anyone received there's yet? I'm debating whether to call them about it or just waiting one more week before I do.
Sent from my Nexus 4 using xda app-developers app
still nothing for me too...
no shipping refund here as well
Oh Google lied again. Big surprise at this point right guys? Or maybe it will just take 3 weeks to process... Just like your nexus did.
Sent from my Nexus 4 using xda app-developers app
I had almost forgotten about this. I guess I'll be calling Google later today.
Sent from my Nexus 4 using xda app-developers app
Nope. Not been getting any response to emails either.
I called google and CSR escalated my case to a specialist. I ordered my N4 on 11/13 and received it on 11/29.
Thank you for contacting The Google Play Support Team! I understand that you want to know more information on your shipping refund. I know that it is very important to be informed on when you will receive your refund. I will be more than happy to assist you with this information today.
As promised, I've forwarded your case to a specialist to begin working to resolve your issue as soon as possible. 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.
Thanks again for your patience and understanding.
It was my pleasure assisting you today. I hope I answered all of your questions today, if not please feel free to reply directly to this email or visit our help center at:
http://support.google.com/googleplay/bin/request.py?contact_type=contact_policy&policy=hardware
Regards,
Trisha
The Google Play Team
DandroidT said:
I called google and CSR escalated my case to a specialist. I ordered my N4 on 11/13 and received it on 11/29.
Thank you for contacting The Google Play Support Team! I understand that you want to know more information on your shipping refund. I know that it is very important to be informed on when you will receive your refund. I will be more than happy to assist you with this information today.
As promised, I've forwarded your case to a specialist to begin working to resolve your issue as soon as possible. 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.
Thanks again for your patience and understanding.
It was my pleasure assisting you today. I hope I answered all of your questions today, if not please feel free to reply directly to this email or visit our help center at:
http://support.google.com/googleplay/bin/request.py?contact_type=contact_policy&policy=hardware
Regards,
Trisha
The Google Play Team
Click to expand...
Click to collapse
everytime I see an email with the word "specialist" i like oh boy! do they exist?
Have not seen mine yet... Someday Maybe it will be here... but after everything I really am not expecting anything.
They gave me my 13.99 back. (Order from 27th)
Email with refund confirmation received on the 6th (Dec.) and it showed up on my credit card on the 7th.
But I was talking to CSR with my credid card rep (conference call), because I filed a dispute but once I got the phone I decided to cancel the dispute. This is the only CSR that was actually helpful.
I got an email saying my shipping would be refunded then I finally emailed them a few days a go and then the girl looked into it and said you're not eligible for a refund. Despite me forwarding the original email stating I would be refunded.
Sent from my Nexus 4 using Tapatalk 2
Took me four phone calls and two "escalations" to receive the refund. Not sure if my time was worth it..
Google customer service reps are seriously ill-informed. I discovered a gap between the screen and the bezel on my unit. When I called to request a replacement, they said to me (not once, but twice since it took two phone calls) "uhhh, we issued a refund, we can't send a replacement".
The only thing refunded was the shipping! facepalm...
frigidazzi said:
I got an email saying my shipping would be refunded then I finally emailed them a few days a go and then the girl looked into it and said you're not eligible for a refund. Despite me forwarding the original email stating I would be refunded.
Sent from my Nexus 4 using Tapatalk 2
Click to expand...
Click to collapse
What was the reason you're not eligible?
Sent from my Nexus 4 using xda premium
drpepe said:
What was the reason you're not eligible?
Sent from my Nexus 4 using xda premium
Click to expand...
Click to collapse
Because I got the 2 day shipping I paid for. It just took 2 weeks before they processed my order lol.
Sent from my Nexus 4 using Tapatalk 2
I emailed them about the refund last week and the first email said that I had already gotten it. I emailed back and said nothing has come through. I got another email stating that maybe my CC company had denied it and to check with them - Never had an issue w/my CC company doing this before. So I decided to call Google and the rep forwarded me onto a "specialist" who said that they are doing the refunds in "batches" and if I don't have it in the next 7-10 days to call back. Frustrating that I can't get an honest answer out of any of them and that they said w/in 7 days it would be refunded.
no and I called them a few days ago. saying to forwarded it to a "specialist" they need to hurry up. then asked me if I still had the email which I don't because I deleted it along with my other emails by accident. why need the email? your system is the one who sent it out
my ship is Nov 27 arrived 30 november i ask ship refound from email to support and the reply is we have send you the refound ,but dont have any
refound in my credit card,now chek my order in play account and google have change the date of my order to 1 december one day after whe i have receveid my nexus 4 16 gb
I received my shipping refund the day after I received my device.
Sent from my Nexus 4 using xda premium
I called and they said I received the refund. In Google wallet my Nexus 4 purchase says "partially refunded". But, it hasn't come through on my card yet. I'll give it 5 business days from yesterday to show up on my account. After that I'll be calling back.
Finallyyyyyyyy refunded after 100 days. any still not receive there refunds?
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.
Click to expand...
Click to collapse
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 ?
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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
On December 2nd I purchase MotoCare for my Nexus 6, since then.
December 5th - I put in an RMA for a bad screen and told it would ship in 3 days.
December 9th - I call them having received no info from them or Fedex on a shipment. I am told it will arrive the 12th.
December 12th - I call again as there is no new word, I am told a person will call me back in 24-48 hours. 4hrs later I get a shipment notification, but no one ever called.
December 15th - Phone arrives, it is for AT&T I specified T-Mobile many times.
December 15-16th - Many calls to Moto to get this sorted. I was told it would be 2 weeks to get it shipped due to 0 in stock and then later another rep says they can ship next day due to 500 in stock. Told I would get shipping info and a call back in 24-48 hours. I also had 2 reps hang up on me while I was explaining the story.
None of this happens, I rant in a thread and Moto_Wendy_W helps get the ball rolling, and in under 48 hours I have had a call, and shipment info for a phone 2 days out. Finally.
December 19th, Phone arrives, due to weekend I get returns sent out with Fedex labels provided on the 22nd. Should arrive on the 26th (due to holiday).
January 1st I am notified the devices were never returned and I will be charged. I check with Fedex and they show no delivery after the 26th and no update since. I call Moto and they call Fedex and verify it was returned the 29th, so now I have to watch my card to see if it is charged or not.
During all of this:
December 26th - while Moto Store had stock I ordered a 64GB White for my brother's birthday, Est Delivery the 6th, his birthday is on the 8th. Perfect. Moto charged my card for the full amount that day.
December 28th - Told there is a hold and to call them. The hold is due to "to many recent orders, which is ONLY the Moto Care I ordered on the 2nd of December. It will take 24-48 hours to review.
December 31st I email asking status - Still waiting for decision on it
January 2nd I am told on the phone it was approved and I should get tracking shortly.
January 3rd I am emailed and told that it has been approved but it is out of stock and I have to wait for new stock.
At this point there is no way I will get the device by the 6th, and I have NO idea when they will get more stock and they have had my money since the 26th of December.
Motorola is the WORST company with the WORST support I have EVER dealt with and having worked in IT for over 12 years I have dealt with a LOT of companies.
They NEVER call you back when they say they will, and they NEVER do ANYTHING to actually do their job properly unless someone lights a fire under their ass.
I am done with them as a company. At this point I actually feel pissed that I own one of their products even. I am debating selling the phone i do have for an LG G3. At least LG has never ****ed me over for 30+ days straight.
EDIT: Yesterday I was told that it was just a hold up with Fedex and I would get a call back by 4PM to confirm any updates.
Today after receiving no call back I am told the phone is out of stock with no ETA. I have canceled the order. I will not be buying anymore phones from Motorola after this experience. I am also fighting being charged $530 for an RMA I returned.
? ?
I have seen more complaint about moto customer service than the phone itself. Seems google really dropped the ball on this partnership with a bad company.
Should keep an eye out for sure, seen two incident like this where moto "never receives" the phone and the people got charged anyway! Had to fight with their banks to get it sorted!
My experience with Motorola was very pleasant.
Dec 16th - Advanced RMA Created
Dec 21st - Received Replacement Device
Dec 26th - Return shipped defective unit
Jan 2nd - Signed and Delivered at Motorola
They give you a tracking number on the return label. It's also found if you go to Motorola contact us and put in your RMA #.
I'm sorry, but, I felt the need to jump into this as well...
I purchased a Moto360 from Motorola, and when I received it, it wouldn't charge... so, Motorola sent me the replacement with the prepaid envelope, I shipped the original out 4 days later. Living in Alaska, they only pay for the cheapest/slowest shipping, so, it made it back 2 days after they were expecting it. It took me 6 phone calls, 2 managers, and 3 weeks for them to refund my money they charged me AFTER they sent me the email stating the watch arrived and they had it in their possession. It was, by FAR, the worst experience I've ever dealt with, and a part of me wanted to give up on the Nexus 6 in fear if something went wrong, it'd be a repeat experience.
mgbotoe said:
I have seen more complaint about moto customer service than the phone itself. Seems google really dropped the ball on this partnership with a bad company.
Click to expand...
Click to collapse
Actually Moto Mobility (the Motorola cellphone division) was once a good company that GOOGLE itself acquired and owned. Then they gutted it for the patents corporate raider style and sold it for a loss to Lenovo. Welcome to Lenovo customer service.
Brilliant bit that.
I'm going on two weeks now that they have received my phone waiting on a replacement. I usually do advanced replacement but was told when I setup the RMA that everything shouldn't take more then a week. Now I get the run around that they have no stock and at one point the RMA got closed for some reason.
mgbotoe said:
Seems google really dropped the ball on this partnership with a bad company.
Click to expand...
Click to collapse
Once upon a time, when the Nexus 9 was on the drawing board.....
For me is T-Mobile the WORST CS EVER and plus bought my LG G3 from them by phone and is a PAIN IN THE AZZ to send it back (phone restarts itself) and that people is the HELL in the earth.
Mervingio said:
For me is T-Mobile the WORST CS EVER and plus bought my LG G3 from them by phone and is a PAIN IN THE AZZ to send it back (phone restarts itself) and that people is the HELL in the earth.
Click to expand...
Click to collapse
Go to a store to do your business. You will have a completely different experience
Plus if you buy in store you can exchange in store for defects within 14 days.. None of the calling and shipping and crap
Sent from my Nexus 6 using XDA Free mobile app
clninja said:
Go to a store to do your business. You will have a completely different experience
Sent from my Nexus 6 using XDA Free mobile app
Click to expand...
Click to collapse
Yup I will do it when the G3's get it back!
venturizhou said:
My experience with Motorola was very pleasant.
Dec 16th - Advanced RMA Created
Dec 21st - Received Replacement Device
Dec 26th - Return shipped defective unit
Jan 2nd - Signed and Delivered at Motorola
They give you a tracking number on the return label. It's also found if you go to Motorola contact us and put in your RMA #.
Click to expand...
Click to collapse
There is something seriously wrong with this... I had an RMA since 11/24/14 and just got my replacement on the 12/28/14.
Obviously color/size may be the reason for this. Mine was a 64GB Blue.
https://www.reddit.com/r/nexus6/comments/2psjjg/terrible_motorola_support_possibly_worse_than/
What forum?
Sent from my HTC One_M8 using XDA Free mobile app
joderme said:
There is something seriously wrong with this... I had an RMA since 11/24/14 and just got my replacement on the 12/28/14.
Obviously color/size may be the reason for this. Mine was a 64GB Blue.
https://www.reddit.com/r/nexus6/comments/2psjjg/terrible_motorola_support_possibly_worse_than/
Click to expand...
Click to collapse
Was your replacement brand new? Also are there any issues with it?
OP updated.
PunishedSnake said:
What forum?
Sent from my HTC One_M8 using XDA Free mobile app
Click to expand...
Click to collapse
https://forums.motorola.com
I know it's not extremely wise of me, but the BEST phone experience that I've ever had was when I bought a used Moto X from a guy on Craigslist. I bought it, and took it to the at&t store, and they activated it, no problems whatsoever.
knitler said:
On December 2nd I purchase MotoCare for my Nexus 6, since then.
December 5th - I put in an RMA for a bad screen and told it would ship in 3 days.
December 9th - I call them having received no info from them or Fedex on a shipment. I am told it will arrive the 12th.
December 12th - I call again as there is no new word, I am told a person will call me back in 24-48 hours. 4hrs later I get a shipment notification, but no one ever called.
December 15th - Phone arrives, it is for AT&T I specified T-Mobile many times.
December 15-16th - Many calls to Moto to get this sorted. I was told it would be 2 weeks to get it shipped due to 0 in stock and then later another rep says they can ship next day due to 500 in stock. Told I would get shipping info and a call back in 24-48 hours. I also had 2 reps hang up on me while I was explaining the story.
None of this happens, I rant in a thread and Moto_Wendy_W helps get the ball rolling, and in under 48 hours I have had a call, and shipment info for a phone 2 days out. Finally.
December 19th, Phone arrives, due to weekend I get returns sent out with Fedex labels provided on the 22nd. Should arrive on the 26th (due to holiday).
January 1st I am notified the devices were never returned and I will be charged. I check with Fedex and they show no delivery after the 26th and no update since. I call Moto and they call Fedex and verify it was returned the 29th, so now I have to watch my card to see if it is charged or not.
During all of this:
December 26th - while Moto Store had stock I ordered a 64GB White for my brother's birthday, Est Delivery the 6th, his birthday is on the 8th. Perfect. Moto charged my card for the full amount that day.
December 28th - Told there is a hold and to call them. The hold is due to "to many recent orders, which is ONLY the Moto Care I ordered on the 2nd of December. It will take 24-48 hours to review.
December 31st I email asking status - Still waiting for decision on it
January 2nd I am told on the phone it was approved and I should get tracking shortly.
January 3rd I am emailed and told that it has been approved but it is out of stock and I have to wait for new stock.
At this point there is no way I will get the device by the 6th, and I have NO idea when they will get more stock and they have had my money since the 26th of December.
Motorola is the WORST company with the WORST support I have EVER dealt with and having worked in IT for over 12 years I have dealt with a LOT of companies.
They NEVER call you back when they say they will, and they NEVER do ANYTHING to actually do their job properly unless someone lights a fire under their ass.
I am done with them as a company. At this point I actually feel pissed that I own one of their products even. I am debating selling the phone i do have for an LG G3. At least LG has never ****ed me over for 30+ days straight.
EDIT: Yesterday I was told that it was just a hold up with Fedex and I would get a call back by 4PM to confirm any updates.
Today after receiving no call back I am told the phone is out of stock with no ETA. I have canceled the order. I will not be buying anymore phones from Motorola after this experience. I am also fighting being charged $530 for an RMA I returned.
Click to expand...
Click to collapse
Was your original faulty phone an AT&T phone? I believe they match up the IMEI and send out accordingly. I had a bad AT&T one with the IMEI reflecting such and got a replacement one with the AT&T tramp stamp. I requested a non AT&T one but that did not work. Just curious what your experience was.
Thanks!
No it was not. I bought it at the T-Mobile store in my area.
joderme said:
There is something seriously wrong with this... I had an RMA since 11/24/14 and just got my replacement on the 12/28/14.
Obviously color/size may be the reason for this. Mine was a 64GB Blue.
https://www.reddit.com/r/nexus6/comments/2psjjg/terrible_motorola_support_possibly_worse_than/
Click to expand...
Click to collapse
I believe that color and capacity do play a factor because mine was 32GB CW.