The email they sent says I will likely be charged 15% fee and the shipping because it's open.
Spoke with play store rep and he said they will forward my concerns to a specialist. It's ridiculous that this charge is not returned automatically. If they end up not refunding it I will have to run a credit card dispute.
Anyone else had a similar situation? Did Google refund all your money? This is enough to make me never order from Play Store again
Sdobron said:
The email they sent says I will likely be charged 15% fee and the shipping because it's open.
Spoke with play store rep and he said they will forward my concerns to a specialist. It's ridiculous that this charge is not returned automatically. If they end up not refunding it I will have to run a credit card dispute.
Anyone else had a similar situation? Did Google refund all your money? This is enough to make me never order from Play Store again
Click to expand...
Click to collapse
You left out the details. Tell us the whole story.
Nobody charges a REstocking fee for a defective device. They dont restock them.
If you just didnt like it then they have a valid claim.
BTW this is CLEARLY mentioned in the agreement you entered into.
The e-mail probably says "If no defect is found, there will be a 15% restocking fee."
That's pretty common for electronics because there are so many people that use companies to "rent" tech gear for a weekend, vacation, etc. and then try to return it when they are done. Back about 15 years ago when I worked at Best Buy, that was the reason digital cameras, camcorders, and laptops had that kind of policy. Otherwise the store would take a pretty big loss on people doing stupid crap like that. Imagine every knucklehead who bought a camcorder for say $500 (at the time) and then returned it after their vacation saying they didn't like it or whatever...well, the company probably only made about $25 profit on the camcorder to begin with. Now they have to pay a tech roughly 1/2 pay to check the unit from end to end to make sure everything works correctly, etc. Then they have to sell it as an "open box" item which would normally be a 10% markdown. So basically they sell at a loss of $25-35 just because someone wants to abuse the return policy. Hence, a restock fee of 15% to cover those costs.
So if you send a fully working unit back to Google and you lie about it being "defective" then they have to sell it marked down as refurbished, pay someone to very a defect that is or isn't there, etc. They are already selling these at no profit from what I understand...I think a clause like that is perfectly reasonable.
ExploreMN said:
So if you send a fully working unit back to Google and you lie about it being "defective" then they have to sell it marked down as refurbished, pay someone to very a defect that is or isn't there, etc. They are already selling these at no profit from what I understand...I think a clause like that is perfectly reasonable.
Click to expand...
Click to collapse
Agreed, 99%. The proof will be in the pudding, however, in this sense: what does Google consider a "defect"? Is a tiny bit of screen lift a defect, or normal manufacturing variance? To Google, it might be construed as the latter. To us, it's something that could get worse over time and end up causing major problems.
Same thing with the serious color temp variation I've now seen on two units. My original had what I hope is the "normal" color temp, which is a bit cool but that provides decently "white" whites and good contrast. The replacement (for screen lift and a dead pixel on the original) has a much, much warmer screen, with a dingy yellow tint and significantly less contrast. Whites on it look like there's a thin layer of urine between the glass and the LCD--gross, I know, but the best way to describe it. In fact, it's the first thing my wife said when she saw the two sitting side-by-side--"Did someone pee on the one on the left, or something?"
Would Google argue that this is acceptable, that's it's just "warmer" and within specs? Perhaps. Would I be "lying" in saying it's defective? I'd say not. And that's where Google's commitment to customer satisfaction comes in. They can be picky and charge me the 15% restocking fee, thus making it far less likely that I ever buy from them again, or they can let it go and keep a customer. And given all of the very real issues with this, and the fact that people are going through multiple units (and hassle, and setup, and loss of Play Music device deactivations if they tested music on them, etc.) to get good ones means that really, Google should just accept returns without too much hassle or they risk making a bad situation worse.
We'll see, because I'm sending the replacement back and getting another for that reason specifically.
>Would Google argue that this is acceptable... They can be picky and charge me the 15% restocking fee, thus making it far less likely that I ever buy from them again, or they can let it go and keep a customer.
It doesn't matter who is more "right." What matters is that it's Google's call. That's why peeps should buy from a retailer and not directly from the manufacturer, as it's generally easier to get your money back when there's a dispute.
"I won't buy from Google if they charge me restocking fee" -- Google would probably be happier if you buy from a retailer, as then it wouldn't have to deal with end-user support. That costs a lot of money, not to mention a lot of aggravation.
If you mean you won't buy Google wares in general, it's an empty threat. Most peeps here have a vested stake in Android, of which Google's Play store is the, umm, nexus. Google's Nexus toys still have the best support. You can of course forswear Android altogether and jump ship to...Apple, who is even more dictatorial? Or Microsoft, who has yet to have a tablet out?
>We'll see, because I'm sending the replacement back and getting another for that reason specifically.
Exchanges don't incur restocking fees. Only refunds.
BTW, display temp variation isn't normally considered a defect. It depends on the severity of course. But if it requires a side-by-side comparison to see the difference, then it's not "severe."
>The e-mail probably says "If no defect is found, there will be a 15% restocking fee."
The 15% restock fee applies to all refunds. There is no exception for defective returns. That doesn't mean you can't browbeat some rep into waiving the fee, but that's the normal policy.
E.mote, you're always so pedantic. That, and you must really type quickly.
Anyways, yes, the yellow tint is clear even by itself. Like I said, urine and all that.
That said, I'm personally not concerned because if anything ends up wrong with whichever one is the final one and Google wants to be a pain, then I'll just process the return through American Express. Never leave home without it.
Sent from my SPH-D710 using Tapatalk 2
Shocking as it would seem, not all of my replies cater to your personal predicaments. The prior post was more directed at the OP's obliviousness to warranties and return policies. Then again, it does reflect on your own situation, doesn't it?
As to being a pedant, I'm guilty as charged. I tend to pay attention to terms of a sale. It beats the alternative of ranting and raving on online forums of the "ridiculousness" of vendors when they enforce those terms.
e.mote said:
Shocking as it would seem, not all of my replies cater to your personal predicaments. The prior post was more directed at the OP's obliviousness to warranties and return policies. Then again, it does reflect on your own situation, doesn't it?
As to being a pedant, I'm guilty as charged. I tend to pay attention to terms of a sale. It beats the alternative of ranting and raving on online forums of the "ridiculousness" of vendors when they enforce those terms.
Click to expand...
Click to collapse
Fair enough, and of course I was referring specifically to the public relations aspect of this launch vs. the letter of Google's policy. That's what made you pedantic, in that you were picking apart the details of my post while largely missing the point.
Incidentally, I haven't checked Google's policy too carefully but most retailers (which is what the Play store is) don't charge restocking fees for defective products.
Sent from my SPH-D710 using Tapatalk 2
Returning Nexus 7 8GB to Google Play
Sdobron said:
The email they sent says I will likely be charged 15% fee and the shipping because it's open.
Spoke with play store rep and he said they will forward my concerns to a specialist. It's ridiculous that this charge is not returned automatically. If they end up not refunding it I will have to run a credit card dispute.
Anyone else had a similar situation? Did Google refund all your money? This is enough to make me never order from Play Store again
Click to expand...
Click to collapse
Hi,
I bought my Nexus 7 8GB from Google Play Store UK and I had a minor flickering problem when the screen was set to Automatic Brightness/Low Brightness.
I also had a very minor problem with the front left of the display which felt slightly loose. I emailed Google via their Help Centre asking for a replacement device and received the following email:
Hi there,
We've received your information and will be in contact with you as soon as
possible. We're experiencing extremely high volumes at this time, so
please expect some delay in response. If you have anything else to tell us
in the meantime (additional details or new developments), feel free to
reply to this e-mail.
Thanks!
The Google Play Support Team
Click to expand...
Click to collapse
Two days later I received another email:
Hi,
A replacement device will be provided and your original device will be inspected if you elect to send it in for warranty replacement.
*Important*
RETURN YOUR ORIGINAL DEVICE
You’ll need to return your original device to our service center. Additional charges for the full price of the device will be incurred if our service center doesn't receive your original device within 21 days of this email.
UNDERSTAND YOUR WARRANTY COVERAGE
Additional charges up to the full price of your device will be incurred if our service center determines that the damage to your original device isn’t covered under warranty. Prior to ordering your replacement and sending your device for inspection, please refer to the warranty card in the Nexus 7 packaging or visit -- for details on the ASUS limited warranty.
If you elect to send in your device and receive a replacement after reviewing the warranty, the first step is to return your device using the attached RMA.
Please package the item carefully. The original packing materials may be used. If you are returning fewer items than in the original shipment, please add effective packing materials to ensure the box and the enclosed device(s) are adequately protected from movement inside the shipping box.
For detailed instructions on preparing an item for return, please visit our Help Center at --
To initiate the return of your original device you'll need to do the following:
1. Print the attached Return Authorization form
2. Insert the Return Authorization form into the outer shipping box.
3. You'll receive a return shipping label within 48 hours of your replacement device. Use this label with the shipping container used for returning your original device.
4. Take your package to any authorized shipping outlet near you.
To receive your replacement device free of charge, click the link below to access a personal cart that has been prepared with your replacement device already included. Please note that you must be signed in with the same account used to make your original purchase in order to access the below cart:
An authorization for the full price of the replacement device will be placed on your credit card. This means that a portion of your card’s credit limit is held for several days, but no charge is made if your original device is delivered within 21 days and the damage to your device is verified to be covered under warranty.
Regards,
The Google Play Team
Click to expand...
Click to collapse
This email seemed too complicated for a simple exchange of a device so I replied saying I no longer wish to exchange the device. Reasons being, I can live with the minor problems and the system they use to exchange the device is just too long for me. (I am use to seamless service from Amazon). Also I was not sure if Google/Asus would regard my defects as covered under warranty, so I didn't want to take the risk of being charged extra.
I am still waiting for a reply to confirm that I can keep my current device and that no replacement will be sent. I hope they don't complicate this any further and charge me for no reason.
Saw people abusing Best Buy's flexible return policy all the time, so I can't blame Google for imposing a restocking fee. When you buy something, you should check into the return policy before you purrchse and purchase accordingly.
Where did I say I would never buy a Google product again? I just said I will never buy from Google Play again.
I didn't leave out any information; the screen has light bleeding, the USB plug doesn't always register when inserted, and there is a problem with internal storage showing the correct amount..looking like an 8 GB device instead of a 16 GB even though serial no. states otherwise.
Worst case scenario I will initiate a credit card dispute and get my money back in full either way.
Most companies charge a restocking fee for returning an item (at&t tmobile verzion etc etc), However i agree with the people that are getting charged to exchange/replace a defected item is crazy and i would never pay it
MrKaramjot said:
Two days later I received another email:
Click to expand...
Click to collapse
I received that same email, but my "personalized shopping cart" does not work. It just states that there was an error, try back later.
Over the phone, google told me they charge a restocking fee on defective items. They said they don't charge you a restocking fee if you choose to have a replacement sent. If you want a refund, you will be charged the restocking fee.
I was sent a Nexus 7 with a cracked screen.
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I complained a little, and then they said if Asus determines my Nexus 7 damage wasn't caused by me, I would receive a full refund.
I told the customer service person that I am receiving a full refund no matter what Asus says. I know that the screen was cracked when I first opened the box.
I will probably have to contact the credit card company because apparently google is a shady company that doesn't give a **** about customers.
I bought my Nexus 7 from the google play store. Now I am at the mercy of Asus whether or not I get a refund?
rocchioo said:
Over the phone, google told me they charge a restocking fee on defective items. They said they don't charge you a restocking fee if you choose to have a replacement sent. If you want a refund, you will be charged the restocking fee.
I was sent a Nexus 7 with a cracked screen.
I complained a little, and then they said if Asus determines my Nexus 7 damage wasn't caused by me, I would receive a full refund.
I told the customer service person that I am receiving a full refund no matter what Asus says. I know that the screen was cracked when I first opened the box.
I will probably have to contact the credit card company because apparently google is a shady company that doesn't give a **** about customers.
I bought my Nexus 7 from the google play store. Now I am at the mercy of Asus whether or not I get a refund?
Click to expand...
Click to collapse
If you're at the mercy of Asus, you're in trouble. They completely suck balls.
Sent from my Galaxy Nexus using xda premium
rocchioo said:
I was sent a Nexus 7 with a cracked screen.
I complained a little, and then they said if Asus determines my Nexus 7 damage wasn't caused by me, I would receive a full refund.
I told the customer service person that I am receiving a full refund no matter what Asus says. I know that the screen was cracked when I first opened the box.
I will probably have to contact the credit card company because apparently google is a shady company that doesn't give a **** about customers.
I bought my Nexus 7 from the google play store. Now I am at the mercy of Asus whether or not I get a refund?
Click to expand...
Click to collapse
No offense, but if it was cracked out of the box, why are you using It first? Your picture clearly shows it turned on and running a program. I'm sure they're gonna question why it was turned on and registered.
Sent from my DROID RAZR using xda premium
just lou said:
No offense, but if it was cracked out of the box, why are you using It first? Your picture clearly shows it turned on and running a program. I'm sure they're gonna question why it was turned on and registered.
Sent from my DROID RAZR using xda premium
Click to expand...
Click to collapse
I wasn't sure if it was a crack on the screen or just a tear in the black material that forms the bezel.
I originally intended to keep my Nexus 7 hoping it was just a tear and not a crack. So, I used it.
I eventually posted a picture to get a 2nd opinion. After reading...
just lou said:
That definitely looks cracked. Send it back.
Click to expand...
Click to collapse
...I decided to call Google and ask to exchange my Nexus 7.
Here is the referenced thread:
http://forum.xda-developers.com/showthread.php?p=28925350#post28925350
rocchioo said:
I told the customer service person that I am receiving a full refund no matter what Asus says. I know that the screen was cracked when I first opened the box.
Click to expand...
Click to collapse
You actually think he cared to hear that? People who harass customer service reps amuse me. I bet his response was like "uhh OK... so like I was saying..."
Sent from my Nexus 7 using xda app-developers app
When I called Google to check on my refund....
I pre-ordered the Nexus 7, and received one with a lifted display. I sent it back for a refund, figuring they needed a few weeks to get their QC act together at Asus.
Two weeks after returning it, I called Google to check on my refund and explained my frustration about how UPS says Google has had my defective Nexus 7 return for ten days and I still haven't seen a refund (or even an e-mail acknowledgement from Google Play that they received it). The customer service rep told me the refunds take from 2-3 weeks. I mentioned that that seemed like a long time, and his response was,"Well, if we decide your device is not defective you won't even get a full refund, so keep that in mind." Veiled threat?
This is a great site, and I appreciate all I've learned from it already.
Related
Got a small problem.
I sold an ASUS Eee Pad Transformer to a guy on eBay around a month ago (January 13th, to be exact). I said the condition was not amazing, it had a few knocks, scratches, knicks etc. However, this guy bought it for £200.
I have just had an eBay message from the same guy who bought the TF. He says the build quality isn't very good and there's a dead pixel on the screen. I did not notice these when I had the tablet. Furthermore, the Transformer's build quality is known to be not so good.
Where do I stand on this? Am I in the right by saying that I won't take it back, because I said 'no returns accepted' on the listing? Or do I have a legal obligation to take this back and refund him the money (obviously I'd prefer the former).
Thanks,
Phil
i would make sure its the same tablet (hes not sending you a different one back) since you said you didnt notice the dead pixel
Have him take a picture of the dead pixel.
And ask him to describe his qualms about the build quality. Hopefully he'll go into depth about creaking and such, things that are a fault of the manufacturer's and definitely not yours.
So long as there is no dead pixel and he isn't complaining about you improperly describing the tablet, I would not refund it.
redbullcat said:
Got a small problem.
I sold an ASUS Eee Pad Transformer to a guy on eBay around a month ago (January 13th, to be exact). I said the condition was not amazing, it had a few knocks, scratches, knicks etc. However, this guy bought it for £200.
I have just had an eBay message from the same guy who bought the TF. He says the build quality isn't very good and there's a dead pixel on the screen. I did not notice these when I had the tablet. Furthermore, the Transformer's build quality is known to be not so good.
Where do I stand on this? Am I in the right by saying that I won't take it back, because I said 'no returns accepted' on the listing? Or do I have a legal obligation to take this back and refund him the money (obviously I'd prefer the former).
Thanks,
Phil
Click to expand...
Click to collapse
I would leave it unless he files a claim with paypal. Then just show pictures of it and fight it. It may take a while but it's worth it. That said if he offers to send it back accept the return and sell it again, it will save you the hassle in the long wrong
You shouldn't be obligated to accept returns since it was explicitly stated that you don't accept them.
saintsmmx said:
You shouldn't be obligated to accept returns since it was explicitly stated that you don't accept them.
Click to expand...
Click to collapse
That's true unless the user disputes with paypal. If he does so and wins the seller HAS to refund the user.
You have no legal obligation to accept that item back unless you deliberately misrepresented the condition of the item prior to its sale.
If you have pics etc(you would have had them on the eBay listing?) and made clear the condition of the tablet then the customer has no recourse to you.
I'd reply to the customer and advise a dead pixel may be something they can take up with the manufacturer if it's still under warranty, if not, tough luck and sorry but it's nothing to do with you.
-psb
"No returns" policy that sellers use on eBay is meaningless. eBay does not allow it and will side with the buyer 90% of the time. Unfortunately for OP he does not have much recourse if buyer files a SNAD claim with eBay. The only defensive argument he has is to state that the item has been in buyer's possession for some time now and that it was sold as used.
I'd refund the guy 20 quids and call the day. No need to complicate it any further.
greenstuffs said:
I'd refund the guy 20 quids and call the day. No need to complicate it any further.
Click to expand...
Click to collapse
If he accepts it, its the best you can expect.
I had the same with a tg01 on ebay, buyer claimed screen scratched even though it wasnt and was told to return the item to me by paypal who froze the money and then refunded him despite me showing photos to the contrary. Lucky for me mine came back unharmed, the buyer obviously didnt like it and used an excuse to get a easy refund. Paypal ignored my proof and my call for proof from the buyer.
In most cases within a 7/14 day period whatever Paypal have as a grace period, they will side with the buyer as long as the buyer does as instructed Im sorry to say.
OK, thanks guys!
I told him to send it back to ASUS. He said he isn't blaming me and he likes the tablet, so it looks like he doesn't want a refund, which is good.
I'll update this thread when/if I get another message from him
EDIT: I'll thank the people I didn't manage to thank tomorrow, ran out of thanks for today
Like most of you here, I preordered a 8GB Nexus 7 from the Google Play Store soon after the announcement. However, when J&R had their 4th of July sale, I bought the 16GB for the same price (free shipping + no tax) and canceled my Google Play order.
Yesterday, I got a shipping notification from the Google Play Store so I called today to see if I could refuse shipping, and the customer service representative told me interesting news regarding the warranty:
He said if I ordered from a retailer other than Google, all warranty claims would be handled directly by ASUS. That could mean shipping to/from and a wait for your device to get repaired.
However, if you order from Google, all warranty claims will be handled by Google, and they will ship an advanced-replacement no questions asked with free shipping of your old tablet.
Thought I'd share with the community this information. This news is enough for me to just accept my Google Play order and cancel my J&R order considering this is a first-generation device which could have some manufacturing bugs in it.
EDIT:
There are varying reports of whether or not this is true. What IS true is that without this written on paper, this statement by the CS rep is worthless. Worth giving a call and finding out for yourself. Hopefully it's true.
This reminds me: I bought the Nexus One from Google way back and the repair process was done completely through Google, not HTC. They sent me a new one and I put the old one in the box and shipped it back for free, just like this CS rep said for the Nexus 7. Just another hint that this may be true based on past experiences.
I was told the same, which is why I didn't go to gametop and cancel my GPS preorder. Google rep assured me its worth the wait
kwonyewest said:
Like most of you here, I preordered a 8GB Nexus 7 from the Google Play Store soon after the announcement. However, when J&R had their 4th of July sale, I bought the 16GB for the same price (free shipping + no tax) and canceled my Google Play order.
Yesterday, I got a shipping notification from the Google Play Store so I called today to see if I could refuse shipping, and the customer service representative told me interesting news regarding the warranty:
He said if I ordered from a retailer other than Google, all warranty claims would be handled directly by ASUS. That could mean shipping to/from and a wait for your device to get repaired.
However, if you order from Google, all warranty claims will be handled by Google, and they will ship an advanced-replacement no questions asked with free shipping of your old tablet.
Thought I'd share with the community this information. This news is enough for me to just accept my Google Play order and cancel my J&R order considering this is a first-generation device which could have some manufacturing bugs in it.
Click to expand...
Click to collapse
Wow interesting, now I'm really not minding the wait
Sent from my EVO using xda premium
Wow, if this is true that is indeed great news for those of us STILL waiting. Interesting however they mention free shipping, no questions asked.... when we can't get our questions answered about when we will get it, and we paid $14 2 day shipping.... LOL
smirkis said:
I was told the same, which is why I didn't go to gametop and cancel my GPS preorder. Google rep assured me its worth the wait
Click to expand...
Click to collapse
It's good to know you got that information too. I'm a little skeptical about information told my customer service reps, especially with the whole shipping confirmation fiasco this past week. I'm sure they're well-intentioned, but some might just be misinformed.
Hmmm this is very interesting information. I have a order from Google that should arrive shortly, however I jumped at the opportunity to buy one from Sam's club. The Sam's club one was 20 cheaper, but it might be worth that to just deal with Google if there is a problem. Decisions decisions.
Sent from my Nexus 7 using xda app-developers app
Why not just get bestbuy to price match J&R or Sam's club if you can wait? Best buy is great for price matching and no hassle returns. In Canada at least. Not as crazy a return policy as Costco where you can literally take a crap on the product and if you ***** enough they will issue a full refund but pretty close.
From the Google Play website :
Nexus 7 limited warranty
The Nexus 7 is manufactured by ASUSTeK Computer Inc. ASUS provides a limited 12 month warranty for the Nexus 7. Please refer to the warranty card in the Nexus 7 packaging or ASUS for details on the ASUS limited warranty.
It seems that ASUS is handling all warranty claims. Also Google Play only has a 15 day return policy. Unless they are doing something different from what is on the website. I would think the GP and retail packaging is the same, so the warranty information contained in the box would also be the same.
Great for those in the US, wonder how well it works for other country's, google certainly don't see the easiest people to get hold of if you live in the UK.
I'd rather buy from a store where I can actually take it back if there's a problem without having to deal with shipping it to another country.
SirWill said:
Wow, if this is true that is indeed great news for those of us STILL waiting. Interesting however they mention free shipping, no questions asked.... when we can't get our questions answered about when we will get it, and we paid $14 2 day shipping.... LOL
Click to expand...
Click to collapse
Don't ask, don't tell.
Sent from my DROID RAZR using Tapatalk 2
>However, if you order from Google, all warranty claims will be handled by Google, and they will ship an advanced-replacement no questions asked with free shipping of your old tablet.
No offense, but unless it's in writing, it's worthless. Whatever a CS rep say over the phone is suspect when he's trying to dissuade you from cancelling an order.
Google has no service center, so it can't handle warranty claims. It's common sense that Asus would handle it, which is what it says on the N7 warranty card. In writing.
Ditto for the "advance cross-ship" claim. Call whatever Google's tech-supp number, say you've got a bum unit, and ask for cross-ship. Find out firsthand. IMO, I doubt it.
so I just called into google and the rep did alot of researching for me. Basically there is no difference. With Google, you have a 15 day period. I bought through Sams, so I have a 30 day return period. After that it is all covered equally through ASUS.
He actually said that the exact process for handling claims under the 1 year warrenty hasnt been fully worked out by Google and Asus. He said that you would return to your manufacturer and they would instruct you on the return process. With them it would be mailing it in "at little or no cost to you". He said eventually it would all come back to them. He said that the google play store was just one of their distribution routes, and isnt treated differently than the other.
When I bought the device from Sams club I added on a 2 year warranty (3 total) through them, so I should be good to go.
>With Google, you have a 15 day period. I bought through Sams, so I have a 30 day return period.
Yep, always buy through a retailer, preferably a B&M one. Retailers exist for a reason: they're best equipped to deal with end users. Manufacturers aren't. You get better warranty terms, and more buyer protection from a retailer.
Plus, if push comes to shove, you can go into the store and make a scene. You can't do that over the phone or through e-mail when dealing with the manufacturer. They can tell you "tough luck," and you have little recourse. You can sue in small claims, but that's a hassle most people won't try.
kwonyewest said:
Like most of you here, I preordered a 8GB Nexus 7 from the Google Play Store soon after the announcement. However, when J&R had their 4th of July sale, I bought the 16GB for the same price (free shipping + no tax) and canceled my Google Play order.
Yesterday, I got a shipping notification from the Google Play Store so I called today to see if I could refuse shipping, and the customer service representative told me interesting news regarding the warranty:
He said if I ordered from a retailer other than Google, all warranty claims would be handled directly by ASUS. That could mean shipping to/from and a wait for your device to get repaired.
However, if you order from Google, all warranty claims will be handled by Google, and they will ship an advanced-replacement no questions asked with free shipping of your old tablet.
Thought I'd share with the community this information. This news is enough for me to just accept my Google Play order and cancel my J&R order considering this is a first-generation device which could have some manufacturing bugs in it.
EDIT:
There are varying reports of whether or not this is true. What IS true is that without this written on paper, this statement by the CS rep is worthless. Worth giving a call and finding out for yourself. Hopefully it's true.
This reminds me: I bought the Nexus One from Google way back and the repair process was done completely through Google, not HTC. They sent me a new one and I put the old one in the box and shipped it back for free, just like this CS rep said for the Nexus 7. Just another hint that this may be true based on past experiences.
Click to expand...
Click to collapse
I was told the same thing by Google yesterday after waiting on hold for close to an hour to chew someone out lol but after I heard that I semi calmed me down and now I'm kinda alright with the wait.
meno73 said:
I was told the same thing by Google yesterday after waiting on hold for close to an hour to chew someone out lol but after I heard that I semi calmed me down and now I'm kinda alright with the wait.
Click to expand...
Click to collapse
I could totally see them starting this specifically because of the dissatisfaction of their customers right now. I can't even imagine how many calls they must've gotten to cancel an order.
I just got off the phone with Google and I grilled the guy about the warranty for a good 10 minutes. He confirmed that there will in fact be advance replacements shipped out for all warranty claims. He also made mention of reduced costs for repairs should we damage our N7s. This right here is good enough for me, when mine arrives from Google Play, I will be returning the one I bought at ABT Electronics.
Sent from my HTC One X using xda premium
_MetalHead_ said:
I just got off the phone with Google and I grilled the guy about the warranty for a good 10 minutes. He confirmed that there will in fact be advance replacements shipped out for all warranty claims. He also made mention of reduced costs for repairs should we damage our N7s. This right here is good enough for me, when mine arrives from Google Play, I will be returning the one I bought at ABT Electronics.
Sent from my HTC One X using xda premium
Click to expand...
Click to collapse
So to summarize your actions:
- you buy from GP
- you buy another from ABT, and intend to refuse your GP version because you don't want to wait a few more days, thus costing Google money to process your return
- you "grill" Google's customer service for 10 minutes (mind you, just to obtain warranty information. Not like they are trying to screw you out of your money like cable or wireless companies).
- you now decide to keep the GP version when it arrives, and return your ABT version, thus costing ABT money to process your return
That's pretty selfish behavior IMO. It's all within your rights, but I certainly don't want to be on the other end dealing with customers like you. This type of behavior is also the reason why return policies get restricter over time, causing everyone to suffer for the actions of a few.
_MetalHead_ said:
I just got off the phone with Google and I grilled the guy about the warranty for a good 10 minutes. He confirmed that there will in fact be advance replacements shipped out for all warranty claims. He also made mention of reduced costs for repairs should we damage our N7s. This right here is good enough for me, when mine arrives from Google Play, I will be returning the one I bought at ABT Electronics.
Sent from my HTC One X using xda premium
Click to expand...
Click to collapse
you'd be lucky if they take it back. GameStop assured me when I open it, its mine for life.
waiting isn't that bad, development is slow right now anyway
_MetalHead_ said:
I just got off the phone with Google and I grilled the guy about the warranty for a good 10 minutes. He confirmed that there will in fact be advance replacements shipped out for all warranty claims. He also made mention of reduced costs for repairs should we damage our N7s. This right here is good enough for me, when mine arrives from Google Play, I will be returning the one I bought at ABT Electronics.
Sent from my HTC One X using xda premium
Click to expand...
Click to collapse
Trust me, they'll say whatever to get you off the line.
>GameStop assured me when I open it, its mine for life.
Retailers have different return policies for electronics. Best to check them before buying. Gamestop's policy is 30-day exchange, no refunds. Abt is 15-day exchange or refund (less 15% restocking).
http://www.gamestop.com/gs/help/Returns.aspx
http://www.abt.com/help/return-policy
>He confirmed that there will in fact be advance replacements shipped out for all warranty claims.
I've only seen advance cross-ship (what I call VIP service) on high-margin items, typically for business users, where service/support is a key selling point. N7 is a low-margin consumer device. Experience says that you won't get VIP treatment for a Walmart-type item.
Rather than asking the CS rep, you have an N7 in hand, so just call Google's 800 number and claim warranty service. Claim it's broken, and you want cross-ship. Do a dry run. See if they actually do it, and if they differentiate between those sold from Google Play and retailers.
I'm not 100% sure if this is the correct thread, however given the nature that it is relevant to the general discussion of the Nexus 5 I'm going to post it in here anyway.
Do not shop at Carphone Warehouse UK
So I bought my Nexus 5 on release day from the Carphone Warehouse. I paid £295. When I got it home to my annoyance it wouldn't charge, no matter what I did it would not charge. I'm pretty experienced with phones and could tell it was a hardware error. I use my phone primarily for business, so being without a phone is completely a no-go for me. I took my Nexus 5 back to Carphone Warehouse on the assumption that they would just do a straight swap, however no they didn't have any stock in.. which is where my trouble started.
They offered me an alternative phone, they recommended the LG G2 as it only had a price difference of £150 and for some stupid reason, I went for it. The device I received was in an OPEN BOX (my mistake, I admit) that has had promotional stickers ripped off, however the phone inside was sealed, and so I assumed there was no issue. Got the phone home, start using it and discover that the phone is getting hot and crashing, this is as soon as I've got it out of the box.. so it's not like I've done anything to it or used it too much.
Anyway took it back to Carphone Warehouse the following day. By this point I was quite annoyed because the store that I purchased it from is a 60.8 Mile round trip. Due to my working hours I can't go to my local one, which closes at 5PM. The store I got the G2 from closes at 8PM, making it the only store I can get to that is open. I took the phone in and spoke to a lady on the Checkout about the issue and she said that an exchange was no problem and that more importantly, they had the Nexus 5 in stock. We initiated the exchange when she checked the IMEI. At this point she said she needed to speak to her manager. After around 5 minutes of waiting and her taking my phone in the back with her, she comes back and says to me 'I'm sorry Sir, we cannot exchange this phone as YOU have taken this phone and swapped it for an identical one with a different IMEI number. Our system shows you should have a different phone'
Quite astounded at what she had told me, I explained to her that I had only just purchased the phone the previous morning. She wouldn't have any of it and sent me away with an 0845 number to call to make a complaint. On the way home I called into another Carphone Warehouse store. I spoke to a lady who called Customer Services on behalf of me to find out how this issue could have occurred. To put it plain and simple, the IMEI on the box of the phone was the same as the one on the system, but the phone I had had an alien IMEI. After she spoke to Customer Services the lady told me that unfortunately they couldn't do anything from their store because, get this, the phone I had was being sent off for a repair. I would have to take it back to the original store, the same store that just fobbed me off, in order to get it exchanged. And this was head office that told me this!
The following day I spoke to customer services myself. I rung up and lodged a complaint because I believe the fact that I was accused of committing fraud but am also expected to drive 60 Miles to resolve a problem is disgusting. I spoke to a lady called Amy who "promised" me she would get to the bottom of this for me and resolve it. She told me that she could see from notes put on the account (presumably from the previous days call to cs) that the phone was a repair handset. She then spoke to the repairs team who confirmed they were waiting for the handset to arrive. She told me that she wouldn't be able to resolve the issue until she had spoken to the store I originally bought the handset from. She then "promised" to call me back as soon as she had spoken to them, or by 5PM the same day.
For records, this was on the 6th November.
5PM came, and no call. Because she called me on an 0800 number and wouldn't give me a number to contact her on, I was unable to call her myself. However the following morning (7th November) she called me and told me that she had still been unable to get in contact with the store in question and that she would definitely have this fixed for me by the evening and that she would call me back by 5PM. Well 5PM came and went, and there was no call. By this point I was extremely annoyed. The following morning there was no call either, so I called CPW on my mobile (which has charged me) and requested to speak to Amy. By this point it was on the third day of being without a working handset and nobody had really acknowledged there was an issue, or done anything to solve it. I actually managed to get put through to Amy who told me that she had still not been able to get through to the store, but that her manager was in in 20 minutes and she would call me back with a resolution to the issue. I asked her if she would 100% call me back, and she promised she would. 24 hours passed and no call.
So by this point I've been without a handset for 4 days, been sold a second hand one, promised that I will have a call from customer services to resolve it but haven't, and been accused of fraud. Getting quite angry at this point.
I allowed a few days to go by to see if Amy would get in contact with me, however by Monday 11th November she still hadn't. We took the phone to the Trafford Centre store which is still a good 25 miles away. We spoke to a very helpful gentleman in the Carphone Warehouse store who went to a lot of trouble for me. He spoke to head office who reiterated the fact that the phone was a repair handset and advised the gentleman to call the store I bought the phone from. He called the store and spoke to the manager. He confirmed that the IMEI on the box of the phone I had was in store, and that there had been a bit of a mess up and he was unsure of how it had happened. I was then told that unfortunately due to the circumstances of the issue I would have to drive to the other store, a further 10 miles, to initiate the exchange OR refund.
So finally just under a week of being without a phone and driving from my house to Manchester every other day the issue was resolved and I would be able to go back to a Nexus 5 or get a refund. Hell, wasn't I wrong.
On arrival at the store we spoke to the manager who told us we had two options, either swap the LG G2 for another LG G2, or get a cheaper handset. He couldn't offer us a refund because he would have to speak to customer services who were closed, and he wasn't prepared to knock the difference off a HTC One (£50) due to all the problems we had had. Furthermore the sim-free price of a Nexus 5 at Carphone is now £495, however they are not selling them sim-free at the moment! I was then told that I could have a refund, but I would have to come back the following day!! All this after driving probably in excess of 200 miles.
I felt backed into a corner and didn't really have a choice but to accept the G2. As I said earlier I need a handset for work and it's not an option for me to be without one.
I then spoke to the complaints department of Carphone Warehouse once again yesterday. I explained everything that I have just said in this post, and their reply:
"We do not offer refunds on any sim-free products, and the manager was wrong to tell you that we do. Because you accepted the G2 there is nothing we can do for you. You chose to drive there on your free will. Would you like me to raise your complaint against the store?"
:good: Not happy.
Carphone Warehouse's Policy
If something's not working properly, here's what to do
Pop into any Carphone Warehouse store with:
your product
all the accessories that came with it (including any free gifts)
Preferably its original packaging
proof of purchase
We'll take a look at it, and if we can't fix it there and then, you'll be eligible for a return, exchange or repair. You can find out more about our repairs service on our repairs page.
Lots of common phone problems can be fixed with a simple software update, which you can do yourself. Check out our page and see how.
So now I really do not know what to do. I have been left with a phone that I do not want and am considerably out of pocket due to fuel costs of driving to get the issue resolved. Help?
Never get upset with them, for starters. It's difficult, I know from extensive experience, but their hands are tied to within their policies and they won't want to help if you tell them off like they probably deserve.
This is how I've played these games and won countless times.
Politely calmly ask:
"So, there is nothing you can do?"
"No, I'm sorry sir, there isn't"
"What is your employee ID#, who is your superior, and how do I contact them? I'd like to pass on a good work for your efforts"
Rinse, repeat. Insist to pass to a superior. They'll tell you nobody can help. Tell them you feel like you deserve to hear it from their boss.
I once had a vp with Sprint (verified that they really were via background checks: on the phone with me to resolve an issue by asking "Well, if you can't help me, someone can approve this. Who can?"
Just keep climbing the ladder.
-No longer accidental, just Jeremy. F.cfb
[Guide] Headphone/Earphone Buying
That story has put me off buying from CPW for life. Thanks for sharing how they see fit to treat a customer who has spent hundreds of pounds in their store.
Sent from my Nexus 5 using Tapatalk
setspeed said:
That story has put me off buying from CPW for life. Thanks for sharing how they see fit to treat a customer who has spent hundreds of pounds in their store.
Sent from my Nexus 5 using Tapatalk
Click to expand...
Click to collapse
I don't blame you, going to try my luck again later with their complaints department. I will update the thread. I think a lot of it depends on who you speak to as well, it's not necessarily speaking to a manager that matters, it's speaking to someone that can relate to your experience.
Good luck, I hope you end up with a decent resolution, but I fear that even if you were to get the phone you want, all the extra money you gave them and spent on petrol is lost. I really wanted an N5 on release day and I even went to my local CPW to take a look at them - thank God they weren't selling the 32GB because I would've bought it there and then. It might've taken a few days longer from Google, but at least I know they won't jerk me around if I have to return it (I returned my N4 last year because I didn't like it enough to keep it over my S3, no issues with refund at all).
Sent from my Nexus 5 using Tapatalk
I mentioned managers because sometimes the person you're speaking to doesn't have the power to make that decision on your behalf, and must go by policy. Someone in the chain, however, can choose to bypass policy. Talk to them if you don't get what you want (as long as it's realistic).
-No longer accidental, just Jeremy. F.cfb
[Guide] Headphone/Earphone Buying
jRi0T68 said:
I mentioned managers because sometimes the person you're speaking to doesn't have the power to make that decision on your behalf, and must go by policy. Someone in the chain, however, can choose to bypass policy. Talk to them if you don't get what you want (as long as it's realistic).
-No longer accidental, just Jeremy. F.cfb
[Guide] Headphone/Earphone Buying
Click to expand...
Click to collapse
Oh no I completely agree with you there! Sorry I meant you multi-quote. I mean the gateway though, I believe a realistic demand is to have the Nexus 5 for £295 and a refund of £150 which I paid the difference on for my LG G2. This is fair, right?
I'd get yourself to citizens advice just to get something in writing and report them to trading standards - they're spinning you a line. No refunds on Sim Free?? Any product sold by a retailer in the UK is subject to the Sale of Goods act. You can return an item for a full refund if it's not as described, of satisfactory quality or fit for purpose. The rules don't just stop there but they're the basics
If you fancy a read and have some time: http://www.legislation.gov.uk/ukpga/1979/54
Edit - forgot to add, you're entitled to a full "cash" refund too, you don't have to accept store credit..
Cactus42 said:
I'd get yourself to citizens advice just to get something in writing and report them to trading standards - they're spinning you a line. No refunds on Sim Free?? Any product sold by a retailer in the UK is subject to the Sale of Goods act. You can return an item for a full refund if it's not as described, of satisfactory quality or fit for purpose. The rules don't just stop there but they're the basics
If you fancy a read and have some time: http://www.legislation.gov.uk/ukpga/1979/54
Edit - forgot to add, you're entitled to a full "cash" refund too, you don't have to accept store credit..
Click to expand...
Click to collapse
Good advice here. I would also get the credit card company involved.
You did pay by credit card didn't you? If not, silly billy.
This is a good way of dragging someone else into the fray on your side and applying pressure on recalcitrant suppliers.
I got my N5 from CPW and i'm on my 3rd handset (which is no fault of CPW).
Each time i've taken it back they've been helpful and each time they've given me a new handset they've pulled the outer sleeve off to show it's a new and factory sealed box...
I suppose the service you get depends on which store you go to :/
Also i have to ask...
You got a sim free phone meaning you would have already had another working phone/sim?
Why didnt you just wait for the nexus 5 to get back into stock again? :/
Also looking at your sig...
Why didnt you stick with the Z1?
I'm not defending CPW as the issue you're having is tragic.
But at the same time you made numerous mistakes yourself and undoubtedly made things harder..for yourself.
The first being not waiting for the N5 to get back in stock again from that specific retailer or asking them to find a store where it was in stock and doing an exchange there.
The second, getting a phone you did NOT want and paying an EXTRA £150 for it. You do acknowledge this was an open box and you were still in a position to run the risk that it did not behave as intended. Which unfortunately it did.
Glad you got that IMEI stuff fixed, that was BS on their part. Handy Gentleman at trafford to the rescue! Oh yeah, Thirdly, you were wasting your time with Amy, She was clearly incompetent at her job, producing no results every time you waited for her and continued to wait for her again.
Driving up and down in excess of xx miles is another issue when you could have made the alternative and smarter decision of calling the individual store up. Each CPW store has a different phone number which you can find on the website. Only till you're guaranteed that you can have an exchange or whatever you had desired, you could have popped in. Had that particular store failed to assist you, you wouldn't have to drive back achieving nothing but wasted petrol.
Oh yeah, when you finally spoke to the manager, you conceded and accepted another LG G2, may I reiterate, as you said. A phone you did NOT want. So customer Service was closed but you still had the opportunity for a full refund. Again, why not wait till it was open. [I get it, driving issues but that shouldn't stop you if it causes more 'driving issues' later]
The issue is, you don't wait for things and you take the easiest most convenient option at the time but at the end of the day it's the one you don't like, so you wish-wash out of it and things become more complicated.
The IMEI was unfortunate and yes, incredibly annoying. But that got resolved. The faulty handset is by no means the direct fault of CPW. And you did have a choice in regards to accepting the G2, I really don't see how you're playing the victim card in this aspect with that. In terms of work, you could have used a temp phone in the mean time, nothing fancy, an old nokia could have done the job if you need to make calls. You already had a sim if I'm correct. I figure the refund for the Nexus 5 was not an option the moment you opted for the G2 as that phone supersedes the N5 in terms of pricing. I figure what you want now is a refund for the LG G2 and the Nexus 5 at the £295 pricepoint from CPW that it once had? I don't think that's a realistic expectation anymore mate. At best just accept the refund for the LG G2. The N5 window is gone.
An alternative If you still want the Nexus 5 would be selling your LG G2, boxed and unopen, I hope and buying a N5 at the play store.
Edit-
jaaystott said:
I believe a realistic demand is to have the Nexus 5 for £295 and a refund of £150 which I paid the difference on for my LG G2. This is fair, right?
Click to expand...
Click to collapse
No, it isn't a realistic demand because once you bought the LG G2, that became a stand alone product independent from any attachment with the N5. Quite simply you have you're head attached to the idea that the Nexus 5 is your main phone from CPW and that the LG G2 is a temp / secondary / repair or whatever. Once you chose the G2, you made your bed, that's where all the concern now lies.
bleets said:
I got my N5 from CPW and i'm on my 3rd handset (which is no fault of CPW).
Each time i've taken it back they've been helpful and each time they've given me a new handset they've pulled the outer sleeve off to show it's a new and factory sealed box...
Click to expand...
Click to collapse
Also, this is a clear example that the CPW system does not fail with returns. Ahhhhhhhhh Now I'm contradicting the first sentence in this post. But the problem does not lie with them completely as you make it out.
I've had my glass since this past weekend, and as fun as a neat gimmick can be, it kind of got old fast. I have multiple issues with mine ( understanding it isn't a finished product ). Some of the problems I'm running into are;
Turning itself on ( I'll charge it for the night and keep it turned off, and when I unplug it in the morning, they're already on somehow )
Really poor battery life ( I know some people report bad battery, but, this is beyond it. It's on standby most of the time, and I'll still only get maybe 4-5 hours on it )
Very poor Wi-Fi ( Even when I'm in the same room as my router, I show only 1-2 bars is strength )
At this point, the glass has failed to really blow me away as a new device, however, I've noticed Google says if returned, there is none right now, but in the future could later charge a re-stocking fee. I'm wondering if anyone has returned theirs for whatever reason and have been charged one? If mine is having such issues and was sent back, I would like to assume the worst is I'd pay for my own shipping+handling.
Thoughts and/or experience?
MisterRich said:
I've had my glass since this past weekend, and as fun as a neat gimmick can be, it kind of got old fast. I have multiple issues with mine ( understanding it isn't a finished product ). Some of the problems I'm running into are;
Turning itself on ( I'll charge it for the night and keep it turned off, and when I unplug it in the morning, they're already on somehow )
Really poor battery life ( I know some people report bad battery, but, this is beyond it. It's on standby most of the time, and I'll still only get maybe 4-5 hours on it )
Very poor Wi-Fi ( Even when I'm in the same room as my router, I show only 1-2 bars is strength )
At this point, the glass has failed to really blow me away as a new device, however, I've noticed Google says if returned, there is none right now, but in the future could later charge a re-stocking fee. I'm wondering if anyone has returned theirs for whatever reason and have been charged one? If mine is having such issues and was sent back, I would like to assume the worst is I'd pay for my own shipping+handling.
Thoughts and/or experience?
Click to expand...
Click to collapse
Where did you see the return policy? I have had them for 12 hours, and like yourself, am not blown away. Is that it? I keep saying to myself. I have a couple account issues, as it seems only to be able to recognize one gmail account at a time. They are neat, but not $1500.00 neat.
Exactly my thoughts. Not $1,500 neat. Especially acknowledging in the future production release there's no chance they'll retail $1,500 as well. My guess is once a final product is released they'll be 1/3 of that price. Moving along from that, here is where I read the terms for Glass including return information:
https://www.google.com/glass/terms/
Return Policy
If for any reason you do not wish to keep your Device, you have up to 30 days from the date the Device is delivered to you to cancel your purchase of the Device and your contract with Google. If you exercise your right of cancellation and the Device has been delivered to you, you are responsible for returning the Device as soon as possible and at your own cost. To initiate a return please contact Glass Support and obtain a return authorization. For some returns Google may charge you a restocking fee. Please review the restocking policies posted here to determine whether such fees apply to you. Upon Google's receipt of the returned Device, Google will issue a refund in your Google Wallet account using your initial payment method minus any applicable shipping and handling and restocking fees.
You must take reasonable care of the items that you wish to return, and we request that you return the Device with its original packaging and any accessories. Upon Google's receipt of the returned Device, Google will issue a refund in your Google Wallet account for the amount paid for the Device, less any shipping and handling charges, within a reasonable time. If you decide to cancel the purchase of the relevant Device as set out in this paragraph and if you fail to return the Device in accordance with these Terms, you may be charged a sum for our direct cost of recovering that Device, and we may deduct that sum from your refund.
I did actually just get off the phone with Google Glass support this morning and informed them the glass program wasn't right for me. They did send a return shipping label to send back. So far so good, so I will probably be sending them back this upcoming week.
MisterRich said:
Exactly my thoughts. Not $1,500 neat. Especially acknowledging in the future production release there's no chance they'll retail $1,500 as well. My guess is once a final product is released they'll be 1/3 of that price. Moving along from that, here is where I read the terms for Glass including return information:
https://www.google.com/glass/terms/
Return Policy
If for any reason you do not wish to keep your Device, you have up to 30 days from the date the Device is delivered to you to cancel your purchase of the Device and your contract with Google. If you exercise your right of cancellation and the Device has been delivered to you, you are responsible for returning the Device as soon as possible and at your own cost. To initiate a return please contact Glass Support and obtain a return authorization. For some returns Google may charge you a restocking fee. Please review the restocking policies posted here to determine whether such fees apply to you. Upon Google's receipt of the returned Device, Google will issue a refund in your Google Wallet account using your initial payment method minus any applicable shipping and handling and restocking fees.
You must take reasonable care of the items that you wish to return, and we request that you return the Device with its original packaging and any accessories. Upon Google's receipt of the returned Device, Google will issue a refund in your Google Wallet account for the amount paid for the Device, less any shipping and handling charges, within a reasonable time. If you decide to cancel the purchase of the relevant Device as set out in this paragraph and if you fail to return the Device in accordance with these Terms, you may be charged a sum for our direct cost of recovering that Device, and we may deduct that sum from your refund.
I did actually just get off the phone with Google Glass support this morning and informed them the glass program wasn't right for me. They did send a return shipping label to send back. So far so good, so I will probably be sending them back this upcoming week.
Click to expand...
Click to collapse
Please keep this thread updated. I just purchased my explore glass in tangerine and am not sure if I will be holding onto my pair for the $1,700 the total cost ended up being. (I opted for the stereo headset as well + tax) I'm really excited to try them out but after reading threads like these feel like I may have a similar experience. My delivery is scheduled for tomorrow, hopefully they arrive before I have to go to work. I would like to know the return process and outcome for you. Thanks
kflanegan said:
Please keep this thread updated. I just purchased my explore glass in tangerine and am not sure if I will be holding onto my pair for the $1,700 the total cost ended up being. (I opted for the stereo headset as well + tax) I'm really excited to try them out but after reading threads like these feel like I may have a similar experience. My delivery is scheduled for tomorrow, hopefully they arrive before I have to go to work. I would like to know the return process and outcome for you. Thanks
Click to expand...
Click to collapse
Hey guys, I did return my Glass, only reason being was Money, couldn't afford it after plumbing issues at the house. You have 30 days to do so. Just contact Glass support, let them know. They send you a box and a UPS label, pack everything up, ship it back to them, and about a week later you'll get a full refund. No restocking fee or anything. A VERY easy and painless process.
sum182 said:
Hey guys, I did return my Glass, only reason being was Money, couldn't afford it after plumbing issues at the house. You have 30 days to do so. Just contact Glass support, let them know. They send you a box and a UPS label, pack everything up, ship it back to them, and about a week later you'll get a full refund. No restocking fee or anything. A VERY easy and painless process.
Click to expand...
Click to collapse
Good info- I have had mine since Dec. 13th. I've had a few issues-
Why can't the battery be on the left side?? All the weight it on one side, not terrible but just kinda funky-
Where the metal ends right above my right ear, scratches my ear- I've seen multiple people complaining about this and putting mole skin on it-
Plain home screen? Just the time?
No real settings? No ability to clear cards?
Battery isn't terrible bad (unless you're showing them to everyone).
Yea it's neat but still way too early for a release. I'm going to send mine back and get my $1,620 back... Sooner rather than later too- If they fall off my head and break they're not returnable and can't be fixed.
Anybody ever think about selling them on ebay?? I've seen a few pair go for $2,000+ within the last few days, only a couple hundred $ profit after ebay fees but still better than returning for $0 profit...
Just like mentioned above, it was really painless. I called Google support and their emailed me a shipping label. They however did not send me a box. I will maybe try contacting them again to see if they'd be willing to do so because I'd rather send it back in their custom box than something I put together. I considered selling them on eBay but their privacy policy does mention they don't want owners selling it third party, and I'd hate to be in the scenario someone who buys it has a problem and then tries contacting Google Glass support and find out I was the original owner by serial and they get upset with me for breaking the policy. Maybe I'm just over paranoid.
Anyways, seems quite painless as long as you do it within the 30 days, the support was very prompt and polite and didn't dispute the problem. I informed them they just weren't meeting my needs. I just couldn't keep them charged in order to play with them. Hope this helps anyone who's curious.
MisterRich said:
Just like mentioned above, it was really painless. I called Google support and their emailed me a shipping label. They however did not send me a box. I will maybe try contacting them again to see if they'd be willing to do so because I'd rather send it back in their custom box than something I put together. I considered selling them on eBay but their privacy policy does mention they don't want owners selling it third party, and I'd hate to be in the scenario someone who buys it has a problem and then tries contacting Google Glass support and find out I was the original owner by serial and they get upset with me for breaking the policy. Maybe I'm just over paranoid.
Anyways, seems quite painless as long as you do it within the 30 days, the support was very prompt and polite and didn't dispute the problem. I informed them they just weren't meeting my needs. I just couldn't keep them charged in order to play with them. Hope this helps anyone who's curious.
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I have also initiated my return process through email. I'll keep the thread updated with my experience. I used my Glasses over the past week in various circumstances and while I enjoyed the neat factor and various built in features cannot currently justify the high price tag for my everyday use. My main concerns are battery life and real world use case scenario's. My battery typically lasted 3-4 hours maybe 5-6 with light use. This seems short for the hardware involved and tiny screen the device needs to power. I believe if there was a more expansive settings menu where wifi and bluetooth could be turned off when not in use battery life could easily be extended to 7-8 hours for taking pictures/videos and such. I couldn't find enough use cases for the current crop of glassware available and found the cards for updates very annoying after they built up over the days and week I used Glass. No way to dismiss them apparently even after a factory reset and new setup. Anyway when it's all said and done I felt very lucky to have the opportunity to use Glass even for just one week. This experience has kept me very interested in the new technology and I tried to evangelize and give any interested geeks the chance to try out my pair whenever someone came up to me and asked questions. I won't miss all the stares from people who had no idea what was on my face and certainly let me know it when I glanced their way. Also constantly worrying about where the glasses are and making sure they were safe and not in danger will be a sigh of relief.
I initiated my return process via phone this morning. I should be getting an empty box with a shipping label. Indeed it was a very neat gadget but I simply could not justify the 1600 price tag on it. It's got a lot of great apps that have potential though. I will be following the news about them closely still.
-edit-
Got the box Monday morning. It seems from the instructions that they alloted no room for the accessories in the return box?
Agreed
All of the aforementioned issues appear to be the norm. I contacted Google for return and got the hard sell, and decided to try them for another week just for good measure, but battery life coupled with price vs utility makes keeping them unlikely. Although I DO like the Tesla and Strava apps quite a bit.
I am so not happy about this. I had many other issues with my Note 4 and now I just noticed this strange microphone in the right corner. It is very faint in the picture but noticeable. Has anyone else had screen burn in on the s6 or am I the only poor sap? Now I have to go through the exchange warranty BS. Every time they give me an exchange warranty replacement I get a phone with more problems than the last. I was so happy with this phone since I got it brand new except for ram management issues but now this. I dont even know what stupid app burned in that microphone symbol. Probably another gift from Google. Ughhhh.
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Just invert colors for 12 hours and will get fixed by itself.
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My S6 has a dark spot in the top left corner. I can only see it on certain backgrounds. I would exchange it, but it didn't effect anything. The device functions as good as can be expected for what it is. You said it yourself, even you do an exchange the next device is worse than the previous. Not worth the chance to me.
Don't you guys have warranty through Samsung still? Manufacturer warranty rarely replaces your phone most of the time they repair it. I think if you request they repair it there is no chance of getting a different phone unless it's fubar.
Unfortunately Tmobile hires a third party company to do the exchanges. It is the same company that handle the insurance claims, like if you drop your phone and brek the screen.
Try n disable S-voice, it may go away..let me know if it does.
Sent from my SM-N900 using XDA Free mobile app
jonahtriangle said:
Unfortunately Tmobile hires a third party company to do the exchanges. It is the same company that handle the insurance claims, like if you drop your phone and brek the screen.
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No, you don't talk to tmobile at all for manufacturer warranty. The only downside to getting it repaired with Samsung is you might be without a phone for up to 3 weeks. I guess if knox is tripped they might deny the repair but if that happens they would just send your phone back. I have a feeling they would just slap the guts of the old phone in a new frame (that should include new screen) then make sure it boots up without even checking the warranty bit.
ThePagel said:
No, you don't talk to tmobile at all for manufacturer warranty. The only downside to getting it repaired with Samsung is you might be without a phone for up to 3 weeks. I guess if knox is tripped they might deny the repair but if that happens they would just send your phone back. I have a feeling they would just slap the guts of the old phone in a new frame (that should include new screen) then make sure it boots up without even checking the warranty bit.
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I only talk to Tmobile for warranty issues. They send me out a replacement via next day air shipping, then I return the defective device with the included prepaid shipping label.
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Towle said:
I only talk to Tmobile for warranty issues. They send me out a replacement via next day air shipping, then I return the defective device with the included prepaid shipping label.
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Personally I'll pick repairing my phone over a refurb any day. Plus 90% of the time you need to pay a deductible with Tmobile, Samsung is free. To each their own, I have spare phone and can go a few weeks without this one if need be.
ThePagel said:
Personally I'll pick repairing my phone over a refurb any day. Plus 90% of the time you need to pay a deductible with Tmobile, Samsung is free. To each their own, I have spare phone and can go a few weeks without this one if need be.
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0% of the time you pay a deductible to Tmobile [emoji6]
The only time you pay a deductible is when filing an insurance claim for physical damage or loss/theft.
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Towle said:
0% of the time you pay a deductible to Tmobile [emoji6]
The only time you pay a deductible is when filing an insurance claim for physical damage or loss/theft.
Sent from my SM-G920T using Tapatalk
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How do you not pay a deductible outside of the 14 or 20 day period?
ThePagel said:
How do you not pay a deductible outside of the 14 or 20 day period?
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You just don't. Tmobile will handle all warranty exchanges for free (you just pay $5 for next day shipping). If you pay for insurance, Tmobile will give you free warranty exchanges for as long as you have the device.
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Towle said:
You just don't. Tmobile will handle all warranty exchanges for free (you just pay $5 for next day shipping). If you pay for insurance, Tmobile will give you free warranty exchanges for as long as you have the device.
Sent from my SM-G920T using Tapatalk
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That's good to know. I think I would still rather get it repaired than possibly getting 20 refurb lemons before finally getting one without any issues. I'm a weirdo when it comes to pre used devices, the littlest thing will bug me.
ThePagel said:
That's good to know. I think I would still rather get it repaired than possibly getting 20 refurb lemons before finally getting one without any issues. I'm a weirdo when it comes to pre used devices, the littlest thing will bug me.
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I was just looking through the S6 forum and saw this thread and Minnesotans at that lol.
I had that experience with my Z3 on my 8th currently, first 4 brand new in store exchanges (14 day period), last four exchanges occurred recently after many months hey were refurbs and they actually they send the devices to the manufacturer and then get them repaired and send them back to TMO so its pretty much the same as getting your device repaired but with a faster turn around time, ie 1 day shipping from T-Mobile vs much longer delay from manufacturers. If you are getting duds like I did it means the manufacturer's repair facility itself is doing a bad job, meaning even if you go directly through the manufacturer it more than likely wont be any better and you will have a much larger turn around time on top of it. TMO is much easier to deal with, Sony for example asked to do a software reinstall to rid of light leak between frame and glass and wasted time before they agreed its a hard ware issue and said it would be a three week turn around time so I decided to just keep exchanging with TMO which is much faster.
abhinav.tella said:
I was just looking through the S6 forum and saw this thread and Minnesotans at that lol.
I had that experience with my Z3 on my 8th currently, first 4 brand new in store exchanges (14 day period), last four exchanges occurred recently after many months hey were refurbs and they actually they send the devices to the manufacturer and then get them repaired and send them back to TMO so its pretty much the same as getting your device repaired but with a faster turn around time, ie 1 day shipping from T-Mobile vs much longer delay from manufacturers. If you are getting duds like I did it means the manufacturer's repair facility itself is doing a bad job, meaning even if you go directly through the manufacturer it more than likely wont be any better and you will have a much larger turn around time on top of it. TMO is much easier to deal with, Sony for example asked to do a software reinstall to rid of light leak between frame and glass and wasted time before they agreed its a hard ware issue and said it would be a three week turn around time so I decided to just keep exchanging with TMO which is much faster.
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One of my coworkers dropped his phone and claimed insurance to get a refurb, well six actually. There is no way the manufacturer got the phones he was getting, I'm pretty sure the insurance company and tmobile just flips the phone unless it's has screen or water damage. In the end he settled on a imperfect phone because he didn't want to deal with it anymore. Only complaint I hear about manufacturer warranty is how long it takes. A secret they probably don't want you to know is Samsung has service centers in most bigger cities and some will have a phone repair guy. If you are lucky enough to live close to a Samsung store (not best buy) they will fix it no question.
Oh wow, well thanks for the info good to know, I was shocked my self with my 8 (Z3) exchanges, in that case whoever does the repairs is a veteran amateur. TMO told me wrong I guess.
The offered to cancel my $425 of remaining monthly phone payments and tax if it happened again and said I could get an S6 or G4. Still a loss of $200 I already paid though, fortunately last exchange was good.
I got lucky. I took the risk and sent it to TMO. They actually sent me a brand new device. This one is good so far. I use Google maps for GPS all day. I wish there was an app too act like a screen saver and flicker the screen black just for a second every few minutes.
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ThePagel said:
I'm pretty sure the insurance company and tmobile just flips the phone unless it's has screen or water damage.
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Fortunately this is not the case. All devices they send out are certified refurbished and there is absolutely no signs of previous ownership. I have received my fair share of refurbished devices from Tmobile via warranty exchanges, and the only way I've been able to tell that they were refurbished is by the box they came in.
Towle said:
Fortunately this is not the case. All devices they send out are certified refurbished and there is absolutely no signs of previous ownership. I have received my fair share of refurbished devices from Tmobile via warranty exchanges, and the only way I've been able to tell that they were refurbished is by the box they came in.
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Actually every single one I have received was used. They look an seem pefectly new however the one I just got was indeed new. I use a program called Samsung phone info. This will tell me how many times the headphone and USB charger have been attached to the phone. A brand new phone from Samsung has 6 times from Samsung installing the operating system and testing. I have recieved all my phones with numbers in the thousands. This time was 6.
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