Develop Bugs

so i am getting a replaced device from verizon but its gonna be "Rebuilt"

does it makes a difference? because i paid $700 , its still the same hardware right.

Standard. They almost always replace with refurbished units.

Yeah it will just be refurbished. Just like at some point someone will send theirs in and get your phone that u sent in just that fixed up
Sent from my Galaxy Nexus using XDA App

Sounds like you are getting a refurbished device. Typically they were owned by another customer at one time and returned. Verizon usually makes sure it works okay then sends it out as a refurbish. They are pretty much as good as a new one, for the most part, more or less, kind of okay, etc.
Sent from my Galaxy Nexus using xda premium

flameinthefire said:
does it makes a difference? because i paid $700 , its still the same hardware right.
Click to expand...
Click to collapse
If you are still within the return period then try to return it for a new one. Otherwise, I wouldn't worry about it too much - the refurb phones most likely go through even more stringent quality inspection than the off the line production phones.

irishrally said:
If you are still within the return period then try to return it for a new one. Otherwise, I wouldn't worry about it too much - the refurb phones most likely go through even more stringent quality inspection than the off the line production phones.
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Click to collapse
that actually makes me feel better thanks......

this is the issue with my phone ... and im not the only one.
http://androidforums.com/samsung-galaxy-nexus/448875-galaxy-nexus-clicking-noise-2.html#post3732578

Seems like a raw deal - pay for a new phone, it has a defect, take it back, get a used phone as a replacement
irishrally said:
If you are still within the return period then try to return it for a new one. Otherwise, I wouldn't worry about it too much - the refurb phones most likely go through even more stringent quality inspection than the off the line production phones.
Click to expand...
Click to collapse
Edit: yeah, now that you mention it, the refurbished phone might actually have better quality...
Has anyone seen John Connor?

i had mine replaced recently and received a brand new one. granted, this happened about a week after i bought the phone("misplaced it - idiot"). it is surprising that they are sending out refurbs already though....

I would not accept refurbished. Demand a new unit its your right
Sent from my Galaxy Nexus using xda premium

i just hope it doesnt have any issues

hopefully the hardware buttons are not locked and it doesnt have android os eating battery issue or any other issue

I typically prefer refurbished devices (of anything, not just phones) You are basically getting a device that spent a few days with a quality control inspector who pointed out flaws that were later fixed.

I'm not on Verizon, but if there is a limited time to return the phone, and you are still within that time period, demand a new one.

i paid full price ($649 US) for my GNEX and had an issue with the screen. i took it back to Verizon and requested an exchange for a new one. the tech i spoke with was very nice but was dragging his feet. i reminded him (respectfully) that if he declined the exchange, i would simply return it (still in the initial return period), pay the restocking fee and then buy a new one. i spent the last 4 months dealing with problems on the Bionic and wasn't about to let Verizon screw me again. he agreed to exchange it for a new one at that point. of course, another option would have been to simply drive to a different store and try again.
if you purchased your phone from Verizon, i think you have an extended holiday period until 15 january to return/exchange it. i wouldn't accept a refurb within the first week since you paid full price.

Go to a Verizon. They replaced mine in store with a brand be one
Sent from my Galaxy Nexus using XDA App

When I got a replacement I received a new retail unit with all the included accessories in retail packaging.
Sent from my Galaxy Nexus using XDA App

flameinthefire said:
this is the issue with my phone ... and im not the only one.
http://androidforums.com/samsung-galaxy-nexus/448875-galaxy-nexus-clicking-noise-2.html#post3732578
Click to expand...
Click to collapse
and this is my problem: http://forum.xda-developers.com/showthread.php?t=1418556

i called again and asked if it was refurbished they said no its "certified" which means that some costumer returned the phone because he or she didn't want it any longer. its not rebuilt. i don't know what to make of this i guess i will find out tomorrow

PhilDX said:
i paid full price ($649 US) for my GNEX and had an issue with the screen. i took it back to Verizon and requested an exchange for a new one. the tech i spoke with was very nice but was dragging his feet. i reminded him (respectfully) that if he declined the exchange, i would simply return it (still in the initial return period), pay the restocking fee and then buy a new one. i spent the last 4 months dealing with problems on the Bionic and wasn't about to let Verizon screw me again. he agreed to exchange it for a new one at that point. of course, another option would have been to simply drive to a different store and try again.
if you purchased your phone from Verizon, i think you have an extended holiday period until 15 january to return/exchange it. i wouldn't accept a refurb within the first week since you paid full price.
Click to expand...
Click to collapse
heres the thing i purchased the phone from radioshack and this is my second device first one had rebooting issue and this one has clicking sound so i dont think they will give me another one so i told verizon that and they agreed to send me a phone but its "certified" w.e that means so lets see how this works out i will get it tomorrow i hope nothing is wrong with it

Watch for Expanxys USA return policy

I bought a galaxy nexus for expansys usa, the phone is working well and is in perfect condition but 4 days after i got it i saw that it has a crack in the inside of the screen, top left corner
I think that is a product defect and not a damaged that i did, because everything else is in perfect condition, the outside of the screen is not damaged.
Now expanxys is telling me that I am in my own, that i have to deal directly with Samsung the manufacturer.
I feel cheated i thought i had 15 days to return a product that has a clear defect.
Beware they will sold you a broken product and will not accept a return

OP, did you use American Express?
AMEX will refund you the money IF the the online retailer will not accept a return.
AMEX will also give you accidental 90 day warranty damage (if you really need to use that excuse).
That's the risk you take by buying from an online retailer instead of a brick and mortar. And it's not as big an online retailer. It's a small retailer in the overall scheme of things.

Yes i know is my fault, lesson learned, an expensive one($609), now i have to find out my options dealing with Samsung
Sent from my Transformer Prime TF201 using xda premium

Wow, this is not the kinda thing I wanted to read while waiting for Fedex to drop off my GN from Expansys. I'll have to thoroughly check out the phone as soon as I open it and make sure there's nothing wrong with it.
Good luck with getting it fixed. Hopefully Samsung will be more helpful than Expansys.

That crack is a known defect. Search this forum for "hairline".

I bought an n7000 gnote from them, but requested for an RMA before it even shipped to my house. I had the RMA printed and ready to go, but upon receiving the phone, the seal on the phone box was already broken. Now I was thinking it was a customs thing bc the US power supply that they included was outside of the box.
Their return policy says there's a restocking fee for any returned non-defective item that is open, so I gave them a call to inform them that the seal was already broken. The CSR told me that it shouldn't have been broken, even though it was an imported international item. So I was gonna get hit with the 10 or 15% (or whatever it was) restocking fee.
I called BS on them, so now its under investigation.
Bottom line is you deal with expansys, you do, unfortunately, take a risk.
They should exchange or refund your nexus. Even if it might be samsung's fault, it's still within expansys' 2 week window for exchange/return.

I'be bought two from Expansys (yakju) and they've been perfect (GSM). They do have a return/exchange policy. If you return, they charge a restocking fee.
Have you called them to talk it over or are you just complaining on the internet? Call, be firm but polite (i.e. don't pounce on them when they answer, demanding an exchange).

I found the tread about the hairline crack ,but it looks like Samsung has not admitted that this is a manufacturer defect so the retailers dont want to exchange the phone under manufacturer's warranty, and you are hit with,(IT IS A DAMAGE CAUSED BY THE CUSTOMER) even though is clear that so many people can not have caused the exact same damage to their phones
Sent from my Transformer Prime TF201 using xda premium

Yes i called then , and i will call then again , i let you know how it goes
Sent from my Transformer Prime TF201 using xda premium

I remember why I don't spend money with these people. Some of the worst customer service I've ever encountered. Call back and firmly force them to return it, refund your money, and choose another place that actually values your purchase.
The best way to show a company who is boss is to vote with your wallet.

I called back Expanxys USA, first the exchange department is a voice mail you can not talk to anybody there , then customer service told me that they can not do anything about my problem, that it has to be trough the exchange department email, ok i sent then another email.
After that i called Samsung and they told me that my phone was not registered and it would take 48 hrs to registered,ounce this is done i am going to send my phone to Samsung,the guy in the phone told me that if this problem is a customer damage it is not covered under warranty.
Now i am going to go with all that process, i let you know how they rule, if the problem is a manufacturer problem or not
Sent from my Transformer Prime TF201 using xda premium

forgot to tell you. the expansys returns/exchange department NEVER answers. I left 3 different messages from them, but no return calls. I suggest if you do need to contact them, email is the best way. Although it takes a rather long time for them to reply, they've replied to all of my emails so far.

wow
I'm glad I got mine thru Negri then.

A little off topic but I figured its better to post here than to start a thread. I'm planning on buying one in a few days through expansys but now im iffy. Is negri better? Where should I buy one from? Thanks ya'll
Sent from my SGH-T989 using xda premium

So far I don't see many complaints about Negri. Look for coupon though, Negri usually have some discount of their listed prices.

dnguyen1988 said:
A little off topic but I figured its better to post here than to start a thread. I'm planning on buying one in a few days through expansys but now im iffy. Is negri better? Where should I buy one from? Thanks ya'll
Sent from my SGH-T989 using xda premium
Click to expand...
Click to collapse
i bought my Note and my Nexus through Global Mobiles (fulfilled by Amazon) and the service was fantastic.
ended up having a problem with the Note and sending it back, no restocking fee, no problems.

rubiconjp said:
So far I don't see many complaints about Negri. Look for coupon though, Negri usually have some discount of their listed prices.
Click to expand...
Click to collapse
Thanks ill look out for some coupons.
crazy talk said:
i bought my Note and my Nexus through Global Mobiles (fulfilled by Amazon) and the service was fantastic.
ended up having a problem with the Note and sending it back, no restocking fee, no problems.
Click to expand...
Click to collapse
No restocking fee is nice how much did you end up paying for the nexus?
Sent from my SGH-T989 using xda premium

YOYO41 said:
I bought a galaxy nexus for expansys usa, the phone is working well and is in perfect condition but 4 days after i got it i saw that it has a crack in the inside of the screen, top left corner
I think that is a product defect and not a damaged that i did, because everything else is in perfect condition, the outside of the screen is not damaged.
Now expanxys is telling me that I am in my own, that i have to deal directly with Samsung the manufacturer.
I feel cheated i thought i had 15 days to return a product that has a clear defect.
Beware they will sold you a broken product and will not accept a return
Click to expand...
Click to collapse
Did you use a credit card? Just dispute the charges.
---------- Post added at 09:02 PM ---------- Previous post was at 09:00 PM ----------
Do you all use credit cards? I'm going to say this again.. dispute the charges.
Also, tell Expansys that if they do not refund your money you will dispute the charges. Retailers are penalized and can even lose their ability to accept credit cards if they have too many chargebacks

Verizon refused to give loaner phone said to keep using until new ones arrive.

I got a message from Samsung last night to power down my phone immediately and take it to my carrier's store and get a replacement S7 or S7Edge. If I choose to stay with the note they were to provide loaner phones until the new Notes arrive. Verizon told they are doing no such thing and pick another phone or keep using this one until the new ones arrived.
I think this may have been ordered by the CPSC. Here is the link : http://www.samsung.com/us/note7exch...=7731125&CID=eml-mb-cph-916-1199-emailversion
I wonder if Verizon will take responsibility if MY house burns down?
I talked to two techs on chat and both said I would be provided loaner phones.
I am not very happy right now and want to report them the CPSC.

Costco is not giving loaner phones.

ikarma said:
I got a message from Samsung last night to power down my phone immediately and take it to my carrier's store and get a replacement S7 or S7Edge. If I choose to stay with the note they were to provide loaner phones until the new Notes arrive. Verizon told they are doing no such thing and pick another phone or keep using this one until the new ones arrived.
I think this may have been ordered by the CPSC. Here is the link : http://www.samsung.com/us/note7exch...=7731125&CID=eml-mb-cph-916-1199-emailversion
I wonder if Verizon will take responsibility if MY house burns down?
I talked to two techs on chat and both said I would be provided loaner phones.
I am not very happy right now and want to report them the CPSC.
Click to expand...
Click to collapse
Hey bro, sorry to hear about your misfortune. Sucks that everyone is getting yanked around with nobody from Verizon or Samsung being on the same page. It's irritating and super frustrating to waste your time going down there to be turned down for a loaner when that's what is strongly recommended. I was irritated by the lack of real detail and guidance from the start of all this. I contacted Tami Erwins office, the Executive VP of Verizon Wireless. They still had no real guidance for any of my questions (sad they can't even offer more assistance) but maybe if you have time and want to contact them, maybe they can provide you even more assistance then they did me or at least maybe it will force them to get their asses in gear if more people contact them.
http://www.verizon.com/about/our-company/executive-bios/tami-erwin
There is a contact link to submit your grief / suggestions. Hope this helps in some way. I'm sticking with my Note7 till they get the new batch in.

Thanks for that info. I will send them an email, but I am still gonna call and try to escalate the situation.
I don't think I should have to turn off my phone and sit there with idle cell service I am still paying for. Plus I need my phone.
They said I could exchange it for any phone in the store.... I wounder if they would give me the Droid Z with projector accessory? LOL

ikarma said:
Thanks for that info. I will send them an email, but I am still gonna call and try to escalate the situation.
I don't think I should have to turn off my phone and sit there with idle cell service I am still paying for. Plus I need my phone.
They said I could exchange it for any phone in the store.... I wounder if they would give me the Droid Z with projector accessory? LOL
Click to expand...
Click to collapse
Haha good question, would be nice if you could! I haven't had a chance to call yet, but here's the executive number for Verizon Wireless too, if you wanna call.
18004356622

Got a canned email from that one executive saying someone will be in contact with me soon.

ikarma said:
Got a canned email from that one executive saying someone will be in contact with me soon.
Click to expand...
Click to collapse
Yup! I got that too, I was contacted within one business day later (2 days ago now) and it was a member of Tami Erwin's team to "handle" my matter for her. Yet....nothing was handled, I wasn't offered any real answers for my 7 or so questions, I just kept being told that they aren't sure when new batch Note7's would be in. I asked questions like would there be a 'line' of sorts to get in for those who wanted a new Note7. I asked if the Note7 would be put on sale to the the public as well as for those who want to exchange or if first they will hold back all new Note7's specifically for the recall and exchange then once we are all taken care of, then put the Note7 on sale to the public. I asked a few more questions and none of them were really answered, it's been frustrating to not get any answers.

I am still on the phone with an agent and she spoke with her supervisor and she is telling me that I can go into the verizon store and exchange the phone for any phone and then when the new Note 7s come in I can do another exchange. She is telling me it won't affect my BOGO rebate..... I don't know if I trust that. I stand to lose $672.

Just got off phone with rep. She said that she noted my account to allow an exchange and then another exchange when new Note 7 comes out. She said I would have to do this at Costco though. She also said this would not affect my rebate. However the guy at Costco said this would kill my rebate. But she noted my account so I hope it sticks, getting on chat support with rebate center now.
What a cluster F for everyone involved.

Just got off phone with rebate center and he verified (through earlier meeting with his supervisor this morning) that the rebates will still be honored if you use a loaner phone temporarily.
So, off to convince Costco to loan me a phone. Which should I try out?

Ha! Costco said they got an email on how to handle loaner phones. Dial 611 on your verizon phone, tell them you have a Note 7 and need a loaner phone and they will overnight you one. Trying now, will report.

There is no loaner phone really. Verizon allows you to return your Note, cancels the dev contract if you have one, gets you into a new phone and promises to allow you to go back to the Note when available. With conditions.
You get a $25 store credit for accessories.
You get to trust Verizon for the flip back to Note7.

whoofit said:
There is no loaner phone really. Verizon allows you to return your Note, cancels the dev contract if you have one, gets you into a new phone and promises to allow you to go back to the Note when available. With conditions.
You get a $25 store credit for accessories.
You get to trust Verizon for the flip back to Note7.
Click to expand...
Click to collapse
The Costco Kiosk is an independent company and doesn't follow Verizons policy. I could lose the BOGO if they switch to another phone.. Anyway, Costco had no clue what to do and they are gonna call me tomorrow. I have Verizons ear on twitter right now. DMing them at the moment.
I want Verizon to handle the whole thing and to accelerate my rebate so I don't have to worry about losing it.

If you all think that Samsung's notice is of any value to Verizon you are mistaken.
Samsung's notice states that you can bring your Note7 back to your reseller and get a J SERIES phone to use in the interim until the Note7's are back in store available.
Samsung's notice states you will receive a $25 in store or bill payment credit from your carrier.
Verizon's approach has been you can chose the phone of your liking.
They will deactivate the Note7 device contract and activate the new device contract so if you do not return for exchange it is your keeper. You have 14 days from the date of availability to return for your Note7.
You can use that phone until the Note7 arrive for replacement. It is actually your new phone if you do not return within the specified time.
You will get $25 to use for accessories in store only.
I asked about the BOGO. BOTH phones must be returned presently. What this means to you is based on how far along your ownership of the phones is.

whoofit said:
If you all think that Samsung's notice is of any value to Verizon you are mistaken.
Samsung's notice states that you can bring your Note7 back to your reseller and get a J SERIES phone to use in the interim until the Note7's are back in store available.
Samsung's notice states you will receive a $25 in store or bill payment credit from your carrier.
Verizon's approach has been you can chose the phone of your liking.
They will deactivate the Note7 device contract and activate the new device contract so if you do not return for exchange it is your keeper. You have 14 days from the date of availability to return for your Note7.
You can use that phone until the Note7 arrive for replacement. It is actually your new phone if you do not return within the specified time.
You will get $25 to use for accessories in store only.
I asked about the BOGO. BOTH phones must be returned presently. What this means to you is based on how far along your ownership of the phones is.
Click to expand...
Click to collapse
Are you saying I could just return both of my phones and cancel my service with not penalty since I am a new customer?

ikarma said:
Are you saying I could just return both of my phones and cancel my service with not penalty since I am a new customer?
Click to expand...
Click to collapse
The BOGO deal links the two phones together so yes, it would seem you can, unless you bought them on a 2 year service contract. That contract is separate from the devices, or device contract.
A cancellation fee on the service contract probably would be needed if you signed one. The network is not exploding, just the phones...

I bought the phones specifically because of the Bogo deal so I could use that money to pay off Sprint. Now no one wants to give me a loaner phone or exchange my phone till the Note 7 comes out. And no one if sure if I will still get the BOGO. If I could jump ship right now with no penalty I think I would.

ikarma said:
I bought the phones specifically because of the Bogo deal so I could use that money to pay off Sprint. Now no one wants to give me a loaner phone or exchange my phone till the Note 7 comes out. And no one if sure if I will still get the BOGO. If I could jump ship right now with no penalty I think I would.
Click to expand...
Click to collapse
Also, I had to get past the initial sales person and to the manager for a "loaner" to be made available to me. The salesperson claimed I should shut the phone off and activate another phone in the meantime. I claimed I had a Chat message with Verizon Online that offered a "loaner" and I had no other phone to use as I traded in my old one. Only then was the "loaner" made available to me.
And only at the very end of the process was the $25 store credit made available to me after I asked. The salesperson needed to confer with the manager on this as well.
So a note of caution to you all. Get to the manager and get assurances because some of the sales staff are way in the dark.... So far in the dark that my "salesperson" didn't even know the Note7 had an Edged screen.....LOL
---------- Post added at 02:07 PM ---------- Previous post was at 01:55 PM ----------
ikarma said:
I bought the phones specifically because of the Bogo deal so I could use that money to pay off Sprint. Now no one wants to give me a loaner phone or exchange my phone till the Note 7 comes out. And no one if sure if I will still get the BOGO. If I could jump ship right now with no penalty I think I would.
Click to expand...
Click to collapse
Not sure how my last post quoted you but anyways...
It s best to wait for the Note7 to be available so there is a clear path to another Note7. You will have legal standing to fight them if they refuse the BOGO to you. Small claims court is free to you and you would certainly win.
See, you did not purchase a Device ID, you purchased a defective device so it will not matter if the Device ID is the same as long as you go with another Note7 replacement. This is pretty simple stuff really. I would not worry except while charging in the meantime of course.

Wow! I just called Verizon about my Note 7 that I purchased on line through my business account, and they really offered no loaner. They said that I was free to activate one of my older phones that I previously had on the line. When I said that was not possible, I was told that if I noticed no overheating on my Note 7, I could keep using it and just call them back if I ever did notice any overheating, and they would then let me swap it for another Galaxy phone. I am very surprised that they are not being more proactive on this.

I sat on hold for 35 minutes last night before I gave up and again 15 minutes just now. I can't even get a live person on their website chat, only the automated BS.
Sent from my SM-N930V using Tapatalk

There should be a class action lawsuit on this whole fiasco.

This is crazy.
I bought a Note 7 with Verizon.
Today the phone updates and the result is on screen nags telling to to turn off the phone and not use it.
I call Verizon and they have no idea about what is going to happen about the swap for a new Note 7 as they have not been notified.
Seems to me that Samsung and Verizon have some serious liability here.
Am I wrong?

a lot of countries are already exchanging, I've had mine several days now, it's over a week since the first exchanges in the UK, the problem for you is the US government got involved and have held up the process leading to it taking way longer and everyone being left in limbo there.

No update with sprint.

Damm this would not happen under a Trump administration.

pego99 said:
This is crazy.
I bought a Note 7 with Verizon.
Today the phone updates and the result is on screen nags telling to to turn off the phone and not use it.
I call Verizon and they have no idea about what is going to happen about the swap for a new Note 7 as they have not been notified.
Seems to me that Samsung and Verizon have some serious liability here.
Am I wrong?
Click to expand...
Click to collapse
Verizon is having the replacements available tomorrow the 21st. You can exchange at a corporate store unless you bought from Costco, Best Buy etc.

AT&T has had replacements available as of yesterday (9/19).
Sounds like Verizon may be having delivery issues.

Wait wtf I JUST ordered one through Verizon over the phone. How do I know this is a new fixed batch or the one that got recalled?

pego99 said:
There should be a class action lawsuit on this whole fiasco.
Click to expand...
Click to collapse
There will be. It'll take five years to wind through the courts, the lawyers representing the class will make millions, and the class will each get $20 off coupons for a Samsung accessory. Go for it.

Chadly said:
Wait wtf I JUST ordered one through Verizon over the phone. How do I know this is a new fixed batch or the one that got recalled?
Click to expand...
Click to collapse
You really need to read this forum. You will receive a safe mobile.
Ryland

I bought my att note7 at swappa.com, kinda like eBay, from a private seller. Online chat with samsung 3 times with different person, they all said return it to where you bought it. What's the fu*king different the seller return it and I return it myself and get a replacement?

I just called VZW as I control the companies wireless account and they told me to go to any verizon store and swap it out. There is one a few blocks from my job and I just went there during lunch and swapped out my note 7. Box has a new sticker on it verifying that its a "B" series and I have the green battery icon. All is good.

Oyeve said:
I just called VZW as I control the companies wireless account and they told me to go to any verizon store and swap it out. There is one a few blocks from my job and I just went there during lunch and swapped out my note 7. Box has a new sticker on it verifying that its a "B" series and I have the green battery icon. All is good.
Click to expand...
Click to collapse
What did you need to bring into the store with the phone for replacement?

icemike557 said:
What did you need to bring into the store with the phone for replacement?
Click to expand...
Click to collapse
I needed the receipt that has the date and IMEI # on it. I did bring my corporate account info but they did not ask for it.

I worked at Verizon Wireless very recently. They just started exchanging them in store yesterday. You can call customer care and do it over the phone if you want, they just ship you a new one and give you a 25 dollar bill credit for the hassle. You dont even have to return the old one.
Now that I think about it I still have an employee account so over the phone may just be for us....we arent allowed to do anything in store.

rocmat1 said:
I worked at Verizon Wireless very recently. They just started exchanging them in store yesterday. You can call customer care and do it over the phone if you want, they just ship you a new one and give you a 25 dollar bill credit for the hassle. You dont even have to return the old one.
Now that I think about it I still have an employee account so over the phone may just be for us....we arent allowed to do anything in store.
Click to expand...
Click to collapse
You don't have to return your old faulty mobile? So you could sell it and the new owner have a problem then said new owner could take legal action against you AND Samsung? Very odd situation. Here, part of the recall is just that we HAVE, correctly so, to return our faulty mobile. The idea is to get them out of circulation.
Not only does this situation differ country by country it differs from store to store. :silly:
If Samsung cannot account for every mobile sold with that battery problem its only a matter of time before they really end up with a very serious problem., not to mention a customer selling his recalled phone on to a new owner. Crazy situation. You take care.
Ryland

pego99 said:
This is crazy.
I bought a Note 7 with Verizon.
Today the phone updates and the result is on screen nags telling to to turn off the phone and not use it.
I call Verizon and they have no idea about what is going to happen about the swap for a new Note 7 as they have not been notified.
Seems to me that Samsung and Verizon have some serious liability here.
Am I wrong?
Click to expand...
Click to collapse
Hope you turned it off right away, otherwise your the one liable

RMA Hell with Google Support (Non Google Play device)

Hopefully, I will find help here.
ADDED INFO:
- Phone was bought from a local shop which is an authorized Bell dealer. The phone was bought off contract at full price. The phone was not bought from Google Play Store
So since I've opened the case with Google Support (from the settings menu on the phone). It's been almost two week. Here's the rundown.
I’ve contacted them three times, I have to repeat the same issues over and over. Google Support confirmed me that they were a call center located in the Philippines.
-Call #1: Talked to Nate (amazing dude) said that he was going to print me the RMA to send the labels to my email. I have to send the phone first and then I'll get the replacement soon. There was a problem to produce my RMA labels. He said he will call me back with a solution. He called me back saying there was an issue will escalated the issue.
Waited 3 days
-Call #2: I contacted them another time since I didn’t get any updates since. They ask to verify my account by providing them the 4 last digits of my credit card? Again, repeat the same thing. They can't generate the RMA tag. The issue has been escalated since the day of the call.
-Call #3: They asked me the IMEI of my Nexus 5 (lol what ?)... Again guy can't generate the tag. The issue has been escalated since a while now. I’m super sad.
- Chat session #1 and #2: Talked with a supervisor says he will get back to me with a solution. Sent me two emails, then silence. Same deal.
So far… very disappointed with Google. I mean, I didn’t buy it from the Google Play store, but I was expecting some premium level of customer service at that price tag. Hell, I could walk into a Apple or Samsung store and get it replaced.
I cannot believe that I'm getting this kind of service from a company like that.
UPDATE of January 30th
- Label was finally processed on January 24th
- Phone was shipped on January 25th
- Google received my Pixel on January 27th
- Google Shipping department confirmed they approved the replacement, I should expect my shipping tag in 1 -2 business days.[/I]
UPDATE of February 07
- I did not receive my phone. I have many exchanges with Google but nothing sent out yet. Just support saying its 'in process or has been escalated'

I feel the same way when I try and chat amazon support. I work in tech support for the other A company so I know how to be clear and simple when contacting support. I tell them my issue and provide ant details they will need like my order number. They respond back asking for my order number..

Don't ever use email or chat with Amazon. Call them. It's not easy to find the number on their site but its there. BTW, their # 1 (888) 280-4331
To the OP, if you didn't buy from Google did you buy from VZ? If not, where did you get it? If not an authorized seller, that may be your problem.
Just curious, what is the problem with the phone?

Waibashi said:
Hopefully, I will find help here.
So since I've opened the case with Google Support (from the settings menu on the phone). It's been almost two week. Here's the rundown.
<snip>
I cannot believe that I'm getting this kind of service from a company like that.
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Why do you think you will find help here? This is XDA not Google. Something is missing in your story and I'm not sure what it is. I'm also not sure what Apple and Samsung have to do with this. Or then again...

bobby janow said:
Why do you think you will find help here? This is XDA not Google. Something is missing in your story and I'm not sure what it is. I'm also not sure what Apple and Samsung have to do with this. Or then again...
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Click to collapse
I'm looking to see if others did an RMA with a non-Google Play purchased phone to sum it up. Also, if they had the same troubles that I got.

Mike02z said:
Don't ever use email or chat with Amazon. Call them. It's not easy to find the number on their site but its there. BTW, their # 1 (888) 280-4331
To the OP, if you didn't buy from Google did you buy from VZ? If not, where did you get it? If not an authorized seller, that may be your problem.
Just curious, what is the problem with the phone?
Click to expand...
Click to collapse
Massive burn-in on the three softkey buttons. I can see them everywhere except the home screen. Indeed, I bought the phone from a local shop downtown which isn't Verizon.

I hate I have to ask this... but is it real? I mean buy a super popular phone from a random vendor for all we know the guy could have dropped it in the toilet then repackaged, could be flipping damaged units from ebay, **** there might even be fake ones idk. The point is without a vendor we know anything about it's hard to say with certainty that it is google's fault.

Waibashi said:
Massive burn-in on the three softkey buttons. I can see them everywhere except the home screen. Indeed, I bought the phone from a local shop downtown which isn't Verizon.
Click to expand...
Click to collapse
Well that clears it up a bit. You might want to go down to your local shop and demand a refund or open a BBB case against them if they refuse. I, personally, have never seen a local shop selling a Pixel or an XL. Why would you do that? Nonetheless, you can't blame Google, as you did in the OP, if they won't warranty a third party sale. Apple would repair and replace it for free? I think not.

Regardless of where it was purchased, Google should back up their hardware as it still has a Manufacturer's warranty. Besides, Google themselves already took responsibility of the replacement in the first call with Nate.
This is somewhat pathetic customer support.

tdct12 said:
I hate I have to ask this... but is it real? I mean buy a super popular phone from a random vendor for all we know the guy could have dropped it in the toilet then repackaged, could be flipping damaged units from ebay, **** there might even be fake ones idk. The point is without a vendor we know anything about it's hard to say with certainty that it is google's fault.
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Click to collapse
It's 100% legit. The phone isn't a cheap Chinese knockoff. I verified the model number with my friend and they both match. Google says there is no problem with the warranty of the phone just it can't generate the shipping labels for me to send back the device.
bobby janow said:
Well that clears it up a bit. You might want to go down to your local shop and demand a refund or open a BBB case against them if they refuse. I, personally, have never seen a local shop selling a Pixel or an XL. Why would you do that? Nonetheless, you can't blame Google, as you did in the OP, if they won't warranty a third party sale. Apple would repair and replace it for free? I think not.
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I will try to contact the local shop where it was originally purchased but it's past the 30 days warranty. I bought this phone second hand and the previous owner has been a real gentleman by constantly providing me info and receipts one his purchase. It has been 3 weeks, and he's still contacting me to know if the issue as been resolved. The local shop is an authorized Bell dealer and carries the Google Pixel XL and Pixel. He bought it off contract, full price.
I dunno why you get so fired up with this, I'm not dishing anything on Google, I'm just trying to find someone with the same issue. Plus, even if let's the phone has "something" wrong with it... 2 weeks and no answer from a company is unacceptable. Also, why I purchased from secondhand? Because I've saved over 500$ instead of purchasing it through Google Play store because here in Canada they go for 1207.05$ with taxes.
xocomaox said:
Regardless of where it was purchased, Google should back up their hardware as it still has a Manufacturer's warranty. Besides, Google themselves already took responsibility of the replacement in the first call with Nate.
This is somewhat pathetic customer support.
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I agree. But even if I call them up, it's still the same discussion over and over. I can't even escalate this issue, I don't know where to find a mailing address for it.

Something still just doesn't seem right. Not generating a shipping label is no reason to not have an RMA number. (wow triple negative) Meaning you should have an rma number nonetheless. Ship it yourself at that point. I don't believe they ever had a return authorization for you which is why you are now stuck with the device. Second, you bought it from a Bell authorized store yet you have the contact of the original seller? So this store sells second hand / used phones? What the heck kind of store does that, a consignment store? It's time to either realize that you have a defective device and live with it (after all you did save $500) or contact the store and/or seller for a refund. I believe Google has figured out what happened and will not support a second hand device. Could be wrong and you will magically have some luck but I wouldn't count on it. That's why they are avoiding your calls.

I had this problem with the first gen Moto 360, I bought it off Amazon but apparently not from Amazon and they wouldn't repair a screen defect under warranty. They verified it was genuine but they wouldn't fix it.
Sent from my BTV-W09 using Tapatalk

Link to Google's Warranty document:
https://support.google.com/store/troubleshooter/3070579?hl=en#ts=7168940,7169349
Google warrants that a new Phone (including any ancillary parts that may be packaged with it) will be free from defects in materials and workmanship under normal use in accordance with Google’s published user documentation for one year from the date of original retail purchase in its original packaging by you. If a Phone has been refurbished, Google warrants that the Phone (including any ancillary parts that may be packaged with it) will be free from defects in materials and workmanship under normal use in accordance with Google’s published user documentation for ninety days from the date of retail purchase by you (these warranties are collectively referred to as our “Limited Warranty”).
This Limited Warranty is only valid and enforceable in locations the Phone is sold and will apply only if you purchased your Phone from Google or its authorized resellers. This Limited Warranty only applies to hardware components (and not any software elements) of the Phone, and this Limited Warranty does not apply to damage caused by normal wear and tear, accidents, misuse (including failure to follow product documentation), neglect, disassembly, alterations, servicing other than by Google authorized technicians, and external causes such as, but not limited to, water damage, anomalies in the electrical current supplied to the device, and extreme thermal or environmental conditions. This Limited Warranty does not guarantee that use of the Phone will be uninterrupted or error free.
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Based upon this it seems to me that used devices aren't covered under warranty, there's no mention of transfer of warranty that I can find in the document though local laws may govern here. I could imagine things would be even more dire if a phone was purchased within the US and sold outside of it.

Time to get your money back. Maybe the original owner can get it fixed and then sell it back to you. Good luck.
Sent from my Pixel using XDA-Developers Legacy app

bobby janow said:
Time to get your money back. Maybe the original owner can get it fixed and then sell it back to you. Good luck.
Sent from my Pixel using XDA-Developers Legacy app
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I think you're out of luck. Google can rest on its warranty fine print.
Sent from my iPhone using Tapatalk

It's a simple fact Google is no apple but have the nerve to charge the same price. Wannabe apple!
I've had issues with Google before and have lost confidence in their customer services.
Keep pestering them until they sort out even write to them. Speak to manager demand to speak to managenent, it's completely unexceptable ignoring your issue.

riz157 said:
It's a simple fact Google is no apple but have the nerve to charge the same price. Wannabe apple!
I've had issues with Google before and have lost confidence in their customer services.
Keep pestering them until they sort out even write to them. Speak to manager demand to speak to managenent, it's completely unexceptable ignoring your issue.
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Click to collapse
He did not buy it from an authorized dealer. He is SOL. Check the warranty. It sucks for him but no one here can help him. He needs to work with the seller, not Google. The warranty was violated. That's game over from a Google perspective.

riz157 said:
It's a simple fact Google is no apple but have the nerve to charge the same price. Wannabe apple!
I've had issues with Google before and have lost confidence in their customer services.
Keep pestering them until they sort out even write to them. Speak to manager demand to speak to managenent, it's completely unexceptable ignoring your issue.
Click to expand...
Click to collapse
Apple would not do anything different than what Google did. Don't kid yourself. They also have a right to sell their phones for whatever price they want. You don't like it, don't buy it. We got spoiled with the older devices but that ship has sailed. The OP needs to realize he got screwed in order to save a few hundred bucks. It was a gamble that he lost.
Sent from my Pixel using XDA-Developers Legacy app

Mike02z said:
He did not buy it from an authorized dealer. He is SOL. Check the warranty. It sucks for him but no one here can help him. He needs to work with the seller, not Google. The warranty was violated. That's game over from a Google perspective.
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You can walk into Apple store whether you bought it from your uncle or an alien, as long as it's not reported stolen and within warranty your issue will be resolved.
Google is a bit of a joke simple as that, btw I'm an android fan but not a fanboy of any particular company. I just don't like people being ripped off.

riz157 said:
You can walk into Apple store whether you bought it from your uncle or an alien, as long as it's not reported stolen and within warranty your issue will be resolved.
Google is a bit of a joke simple as that, btw I'm an android fan but not a fanboy of any particular company. I just don't like people being ripped off.
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Really? Walk right in and get an exchange? You mean after you have to schedule with a "genious"? So I make my appointment and they run the IMEI and find it has a block? Think they will replace it? You may not like the Google warranty but you accepted it when you purchased the phone. I know most don't read it but that is Google's fault?
And what does the OP think anyone here can do to help him except to suggest he take it back? They saved some money and now he has a problem. Saving money is great but it comes with a risk.