Develop Bugs

Samsung warranty on ICS freeze issues

I was curious what experiences all have had with Samsung's tech dept. I am sending in my phone for warranty due to wifi issues and freezing screen which happens when it feels like it. Also having to reboot or pull battery after phone calls won't hang up properly. They just freeze everything.. Tech suggested they need to do some software settings to cure the issue.
This sucks because after a few replacements I actually got a screen that has none of the lines and blobs that my previous phones were having. I tried the SGS3 and had the same freeze and wifi issues so returned that one. No luck with the phone gods lately I suppose.
What kind of actual turn around do they have?

sflagg73 said:
I was curious what experiences all have had with Samsung's tech dept. I am sending in my phone for warranty due to wifi issues and freezing screen which happens when it feels like it. Also having to reboot or pull battery after phone calls won't hang up properly. They just freeze everything.. Tech suggested they need to do some software settings to cure the issue.
This sucks because after a few replacements I actually got a screen that has none of the lines and blobs that my previous phones were having. I tried the SGS3 and had the same freeze and wifi issues so returned that one. No luck with the phone gods lately I suppose.
What kind of actual turn around do they have?
Click to expand...
Click to collapse
I got mine the next day and have no more issues with it...i had freezing also...the new one is from Korea...the old one was from China.
Sent from my SGH-T989 using xda premium

Cool, glad to hear they are quick. They don't give you the same phone back ? Finally found one without lines and blobs. The freeze issue is a bummer. Did your new phone have issues with lines and blobs in the screen?

If you are talking about sending the phone directly to Samsung, they generally will send the same phone back to you, repaired. You're looking at 1-2 weeks turnaround.
If talking about T-Mobile, and doing a warranty claim, which it looks like the other commenter was, they will send you a refurbished replacement within 24-48 business hours, depending on how late the order is placed. Those are hit or miss, I went through 6 warranty exchanges in just over a month, all with varied issues. 6th replacement is "good enough" for me, was tired of the hassle anyway.
(Edited for auto correct errors)
Sent from my SAMSUNG-SGH-T989 using xda premium

sflagg73 said:
Cool, glad to hear they are quick. They don't give you the same phone back ? Finally found one without lines and blobs. The freeze issue is a bummer. Did your new phone have issues with lines and blobs in the screen?
Click to expand...
Click to collapse
My screen is fine and yes it was warrantee exchange but i was lucky and got a new one...date code 7.12
Sent from my SGH-T989 using xda premium

Android Revolution said:
If you are talking about sending the phone directly to Samsung, they generally will send the same phone back to you, repaired. You're looking at 1-2 weeks turnaround.
If talking about T-Mobile, and doing a warranty claim, which it looks like the other commenter was, they will send you a refurbished replacement within 24-48 business hours, depending on how late the order is placed. Those are hit or miss, I went through 6 warranty exchanges in just over a month, all with varied issues. 6th replacement is "good enough" for me, was tired of the hassle anyway.
(Edited for auto correct errors)
Sent from my SAMSUNG-SGH-T989 using xda premium
Click to expand...
Click to collapse
Yeah same here, refurbs are definitely hit or miss.. I got 3 in a row with multiple bad pixels, one with the FFC offset and crooked before I called back and had an over-the-phone total flake-out and they gave me a early upgrade offer for the SGSIII, which I refused because at the end of the offer they tried to drain me of cash with a 25% off retail offer and extending my contract another 2 years after the upgrade if I chose to accept it. LOL

Screen Defect appeared at 31 days

Hi all -
Trying to figure out what to do.
Just today, I now have a small pink blotch at the bottom of my screen. It's about the size of half a penny. It started out dim, and has gotten a bit brighter. Or maybe I'm just noticing it more.
I've tried playing with screen settings, I did a battery pull, and even a factory reset. It's still there. 99.9% sure it's a hardware issue. I have a case for my phone, it has been babied, and never dropped.
The problem is that today is day 31. Figures.
What options do I have? I really don't want to do the "warranty exchange" and get someone else's used broken phone. I've done that process once before and it was horrible. The junky phone they sent me was even worse than my original.
Thanks!

do a warranty exchange through samsung, not your carrier. takes longer but you get a new phone, not a refurb.

TRusselo said:
do a warranty exchange through samsung, not your carrier. takes longer but you get a new phone, not a refurb.
Click to expand...
Click to collapse
Hmm, that's a good idea. I never thought of going directly through Samsung.
Thankfully, I didn't need to. I went back to the corporate store that I originally bought my phone at. The same guy that I bought the phone from ended up helping me too. I have to say, I went in ready to fight, but he immediately took care of it, and gave me a new phone. I was in and out in 15 minutes. I don't know whether he bent the policy, did me a favor, calculated the days wrong, or if there's a grace period, but he was very helpful.
I really have to hand it to them... this is the first time AT&T customer service has EVER impressed me.

TRusselo said:
do a warranty exchange through samsung, not your carrier. takes longer but you get a new phone, not a refurb.
Click to expand...
Click to collapse
damn, i didn't know i could do a warranty exchange through samsung either... is that possible? seriously i doubt this is true. but if so please tell me how to proceed thanks!

If it is a manufacturer defect you can contact your carrier and they will be able to take care of it. I see it happen all the time in my store and although the retailer cant handle it, your carrier can.

OnePlus 3 and the Ballad of Dubious Customer Service?

Hey everyone. I want to ask if anyone has ever had to deal with OnePlus' customer service, and what their experiences are like.... 'cuz I'm a first time buyer into the OnePlus market and it has not been a good experience AT ALL.
Now, stay a while, and listen...
I bought this phone 3 days ago, it arrived Friday, I opened up the packaging, plugged it in, let it charge, went to turn on the phone, NOTHING. Screen won't turn on, notification lights boot up, capacitive buttons work but the screen isn't displaying. Great. I tried EVERY single thing they told me to do, factory reset, hard reset, power cycling, NOTHING. At this point, I just want to return the phone, get my money back. THe person who handled my case, thought that it was for a OnePlus 2 bought in May... which.. wasn't what the support ticket was for, and when I finally decided I wanted to file a dispute with Paypal, I communicated with them that I'd like to return the phone.
I get a response back from customer service, that they cannot process the return refund, unless I close my dispute through Paypal. I checked the OnePlus reddit group, AND called Paypal and explained to them what went on, and they said, ver batem, "DO NOT CLOSE THE DISPUTE".
So let's recap, dead phone, customer service that tries to circumvent paypal...
Has anyone else had this type of experience?

I had a similar problem with support, though I was trying to get them to send me a new phone to replace a defective one. After 17 days of phone calls, emails, and bugging them on Twitter, I have a working device in hand.
At first, they were going to try to repair my device. I insisted that they replace a defective one, as I wasn't filing a warranty claim, but rather a return/replace. I'm still waiting on a refund of the broken screen protector they shipped me due to bad packaging and mishandling by the carrier.

So you still went with them after all that? Have you had any issues? My big concern is that if say.. 5 months down the line, an issue crops up and I need to send it out for repair, and I get this run around all over again.

I haven't had any experience with warranty service through Oneplus, but I did have a nightmare time with Asus.
They left me hanging without a tablet for MONTHS and over the course of that time they would "fix" it by causing more issues. The last time I dealt with them (they stopped responding to my email and phone calls) they sent me back the tablet and the frame wasn't even snapped back into place properly - I could literally see inside the tablet.
Coincidentally, it arrived just as my warranty ended, and it still wasn't repaired.
I'm not sure that any company could top that kind of disrespect for a customer. FWIW, I saw a story on the Consumerist website detailing another Asus user's experience, and it was nearly identical to my story, so this is likely just how they do business.
Sent from my ONEPLUS A3000 using Tapatalk

HTC 10 RMA nightmare

Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app

It took nearly two months to have a new (refurb) device back in my hands. My screen randomly died on my device and it took me 3 hours to even set up a ticket with HTC's abysmal "chat support" on their website. I was not satisfied with their support at all. I submitted a ticket on May 7th and didn't receive my new device till early July. Have you filed and received a ticket number? Try HTC Repair Tracking. Your ticket number/serial number should all be listed in your email if you filed. They are always going to try to repair your device and ship it back over sending you a new one. In fact, I'm fairly certain that the device I received is a refurbished device. My GPS doesn't lock ever (tried factory reset, GPS lock fix app, etc) and nothing worked and I noticed the power button is pushed in and mushy. Hey but at least the screen is operational, right?!
Just this morning I decided I'm going to unlock the bootloader and reflash the radio to try to get the GPS to work. I noticed this device came S-OFF directly from HTC's repair center. Great quality assurance. /s Definitely not going to file another RMA just to wait 2 more months.
All I can say is get a loaner phone if you can while you wait for your phone to be fixed, because it'll take months to get something back.

bacon612 said:
Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Click to expand...
Click to collapse
Not sure why they won't just try to replace the screen instead of trying to "find" you a replacement device. I don't have much advice to give though unfortunately.
Greckia, that free s-off is a blessing though. It would cost you 25$ otherwise since you're trying to flash radios.

Man...whats happening with this company? This is my fifth consecutive HTC phone over the course of 7 years. Really havent had an issue. I cant believe the experience that im having qith this replacement. Thanks for the replies, guys. Makes me feel a little better that im not the only one. Ill update this thread with the outcome.
Sent from my MSM8996 for arm64 using Tapatalk

My experience is 100% oposite. I had a strange issue with my battery. Since there's no officiall HTC service in my country, I sent my phone to service center that's certified from HTC. First time they replaced the motherboard. Took a week to receive the phone, worked fine for 2 weeks, same issue accured. Took it back to service again, they replaced the battery. I got my phone back in 3 days. I contacted HTC Croatia in the mean time, they said that they are in contact with service center, and if my issue persists I should go to service and simply give them my ID, and I will get a replacement phone. After a week my issue came back. I contacted HTC again, they told me to go to service center and pick up my replacement phone. I asked if I could get a Carbon grey model (mine was Glacier silver because that was the only option at the time). Two days later, a message from HTC Croatia - go, and pick up your BRAND NEW Carbon grey HTC 10 at the service center.
So, it's really about your local HTC center

bacon612 said:
Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
Click to expand...
Click to collapse
I can't help you with the RMA process but I may be able to help with your problem. One day, my HTC 10 had the same problem. A part of my screen (I think it was around 1cm thick) stopped working. I downloaded a digitizer app as well and I found out where my screen wasn't working. I started googling and I found a solution. With a quartz lighter you can make it work again (don't ask me why or how). I didn't have a quartz lighter so I used the igniter from the stove. I tried it a couple of times (and electrocuted myself because the housing of the HTC 10 is metal ), reset my phone and it worked again. Until now my screen works 100%. Just make sure the spark really hits the screen and try it a couple of times. You can also find a couple of videos on youtube about it: https://www.youtube.com/watch?v=VERfODYHX3g
Good luck and let me know if it worked for you!

bacon612 said:
Hi everyone. Posting here to share my experience attempting to get a warranty replacement 10. Want to know if anyone is also having an issue.
At the beginning of july, i noticed that a 1cm horizontal strip across the top portion of my screen (where the volume rocker is) stopped working. I downloaded a digitizer test app to verify. Did an RUU to make sure it wasnt software related. It wasn't. So i reached out to HTC to start the rma process. I was told at the time that that there werent any replacement phones and had to wait 1-2 weeks. I then waited 2 weeks and called back. What pushed me over the edge was this past monday, i received a marketing email from HTC advertising discounted sale prices on the HTC 10. At this point, i had been waiting for 24 days to hear something from HTC about my RMA. The fact that they'd sell me a phone but had no replacements for me put me over the edge. Since that day I've called them every day to see whats happening. Each call i make results in my being passed between three tiers of service reps. None of which tell me any info that has anything to do with the replacment of my device. I am repeatedly promised tracking info and or calls back from representatives from their RMA team. I haven't received any response.
Any advice out there? Similar experience?
Thanks for listening to me vent...
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
Click to expand...
Click to collapse
I literally just went through the exact same issue, end of may, 3/8 wide strip across the volume rockers dead. Long story short, 8 weeks until i could get a new digitizer put in my phone (had to get from taiwan). And i made it a point to contact them every single day and remind them. I asked all the same questions as you, i just harped on them. I used a note 4 and x pure until i got my phone back. i was gonna drop on the 11, but no cdma support had me backing off. I hope you get yours back soon, but dont count on it...harass them, twitter, FB, any other platform you can, make your displeasure known.
Good Luck

Mcbbvb said:
I can't help you with the RMA process but I may be able to help with your problem. One day, my HTC 10 had the same problem. A part of my screen (I think it was around 1cm thick) stopped working. I downloaded a digitizer app as well and I found out where my screen wasn't working. I started googling and I found a solution. With a quartz lighter you can make it work again (don't ask me why or how). I didn't have a quartz lighter so I used the igniter from the stove. I tried it a couple of times (and electrocuted myself because the housing of the HTC 10 is metal[emoji14]), reset my phone and it worked again. Until now my screen works 100%. Just make sure the spark really hits the screen and try it a couple of times. You can also find a couple of videos on youtube about it: https://www.youtube.com/watch?v=VERfODYHX3g
Good luck and let me know if it worked for you!
Click to expand...
Click to collapse
Omg this worked! You are my hero. Now i can cancel the rma. Incredible
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app

bacon612 said:
Omg this worked! You are my hero. Now i can cancel the rma. Incredible
Click to expand...
Click to collapse
Feel good story of the year. Wow!

bacon612 said:
Omg this worked! You are my hero. Now i can cancel the rma. Incredible
Sent from my MSM8996 for arm64 using XDA-Developers Legacy app
Click to expand...
Click to collapse
Awesome! Glad I could help so you can enjoy your HTC again!

Mcbbvb said:
Awesome! Glad I could help so you can enjoy your HTC again!
Click to expand...
Click to collapse
Yes. I genuinely love my htc 10. I honestly wouldn't have taken an 11 if they offered me one.
Sent from my MSM8996 for arm64 using Tapatalk

My RMA experience with my wife's HTC 10 was so painful I don't even want to rehash it. I saved all the four or more long chats I had with their support, though, in case I ever feel like going into detail about it. Right now I'm only using my 10 to play music via bluetooth from an SD card while in my car, while remote controlling it from my Pixel.

For my case HTC M7 this was the legacy htc one
My experience is I pass my phone to them due to camera purple tint issue.
And they keep tell me no stock for the lens and drag me for about 45 days and I got back my phone.
Unfortunately, when I received my phone and
I found one of the speaker is not working. I call HTC and their cs request me to send the phone back
and they drag me for another month for that.
So end up I wait for 2.5 months to take back my phone and I found they
make a tiny scratch on my HTC phone screen. It's really sad and hug disappointed to HTC.
and I swear I will never ever get a phone from HTC (I am a super loyal htc senses fans to htc before).
*ps - my case is HTC MALAYSIA

Join the club, been waiting 3 months for a replacement. My device is now out of warranty and the replacement they finally sent me a while ago has a defect I can't ignore so I'm trying to send it back for yet another replacement (hooray for waiting another 3 months while HTC happily takes my money) but the shipping label they provided 3 months ago is no longer working and they promised to send me a new one within 3 days but it's been almost 2 weeks now and I can't send this POS back. Filed dispute 2 months ago with bank and they credited me the full advance replacement fee and it looks like it's there to stay since the bank gave them 2 statement cycles to respond and my credit is still there. I've moved on to Samsung and so far they've been good with me. Since my credit appears to be permanent now, guess I'm keeping the replacement and my original device. Might either sell it or use it as a secondary travel phone. I will no longer purchase HTC products again. I've been with them since the Windows mobile days and they lost a very old and loyal customer. Might I add that I contacted the CEO and she didn't care to reply either. I remember back when Jason Mackenzie was president, he was very responsive and made sure sh1t got fixed if it got to the point where complaints were taken straight to him. Got my M8 fixed that way AND they provided a loaner phone as well. Times have changed.

Has anyone RMA'd recently???

i have a Pixel 2 XL and the speaker grill seems to be loose and i read that the speaker grill has everything to do with thew phones water resistance, so i want to take no chances... My phone was purchased directly from the playstore and i have never done an rma before, and i know that they send refurbs back to anyone requesting an rma for whatever issue,.... I have read about the faulty RMA devices sent back with screen issues speaker issues etv... and i was wondering if anyone has RMA'd recently to tell me the condition of their new device.... i have a 64 gb panda version and the screen is flawless speakers are good camera is perfect... im scared to get a dud back....thanks for reading... looking forward to your feed back

i42o said:
i have a Pixel 2 XL and the speaker grill seems to be loose and i read that the speaker grill has everything to do with thew phones water resistance, so i want to take no chances... My phone was purchased directly from the playstore and i have never done an rma before, and i know that they send refurbs back to anyone requesting an rma for whatever issue,.... I have read about the faulty RMA devices sent back with screen issues speaker issues etv... and i was wondering if anyone has RMA'd recently to tell me the condition of their new device.... i have a 64 gb panda version and the screen is flawless speakers are good camera is perfect... im scared to get a dud back....thanks for reading... looking forward to your feed back
Click to expand...
Click to collapse
I've legitimately had 7 or so rma's and just got one this week for a speaker issue. It was just buzzing, try the YouTube technique of pressing in with a guitar pick and it did not help at all.
Sent from my [device_name] using XDA-Developers Legacy app

kickenwing13 said:
I've legitimately had 7 or so rma's and just got one this week for a speaker issue. It was just buzzing, try the YouTube technique of pressing in with a guitar pick and it did not help at all.
Click to expand...
Click to collapse
now if I may ask you, what were the main issues with the devices you got in return again the device that I have right now is spotless but the girl on the speaker seems to be loose and I can actually move it around and wiggle it inside of the hole... The only reason I want to return it is because of the waterproofing being faulty now I don't want to damage my device
that and I have an abnormal battery drain on my phone as well so I am hoping that I get a newer phone with a better screen and newer battery if it is possible and a fixed speaker Grill lol..
The guilty for this device was in December did you notice anything about the build dates for your devices how are the screen or what was your experience like

i42o said:
now if I may ask you, what were the main issues with the devices you got in return again the device that I have right now is spotless but the girl on the speaker seems to be loose and I can actually move it around and wiggle it inside of the hole... The only reason I want to return it is because of the waterproofing being faulty now I don't want to damage my device
that and I have an abnormal battery drain on my phone as well so I am hoping that I get a newer phone with a better screen and newer battery if it is possible and a fixed speaker Grill lol..
The guilty for this device was in December did you notice anything about the build dates for your devices how are the screen or what was your experience like
Click to expand...
Click to collapse
I honestly am ignorant to the build date thing. 1st one screen burn in w/in first month or so. rejected RMA because screen would flash white every time i turned screen off. 3rd one, gps kept saying i was in CLE, no one from google knew why, so they sent replacement. they sent RMA, rma speakers were garbage. rattled and muted with ANY pressure to the screen, they repkaced and lower speaker was buzzing.. this one seems great

RMA'd mine in August for a problem with the USB port. The refurbished device I received was like new. The only difference, it came in a different, thinner box, without the charger.
Don't worry, you'll get a perfect phone. In fact the replacement device I got has a better display, with less blue shift

Phazonclash said:
RMA'd mine in August for a problem with the USB port. The refurbished device I received was like new. The only difference, it came in a different, thinner box, without the charger.
Don't worry, you'll get a perfect phone. In fact the replacement device I got has a better display, with less blue shift
Click to expand...
Click to collapse
I did the same at the beginning of October for the same problem. The one i received is in mint condition.

I just RMAed mine because it would no longer hold USB C cables. Like they wouldn't click in they just fall out. Also i had an enormous amount of screen burn-in (happened just weeks after i got the phone)
My RMA phone looks brand new i would never guessed its a refurb. Screen is perfect and USB cables click in and stay there.
Plus if you got the phone from Google the RMA process is super easy (had to RMA my Nexus 5 too) They dont make you jump through hoops doing stupid troubleshooting crap.

RMA'd mine a few days ago, replacement should arrive today
Had screen burn-in around the navbar area
Speakers rattled too much for my liking
Battery life was becoming pretty bad regardless of being stock/on a custom ROM/kernel
USB port, although was holding cables in place, would come out very easily
The Google rep basically stopped me at burn-in and asked for proof of purchase (order ID) and proof of burn-in (taking a pic of the screen with another phone)
After I did both, he set the RMA up and now I'm just hoping the replacement is issue-free, since I have read some users sending replacement after replacement back because the replacements had issues of their own. Fingers crossed!
Update 1:
Due to Canada Post labour disruptions, my replacement is delayed ?. I'll update this post with the quality of the replacement as soon as it arrives.
Update 2:
Finally received the replacement and I got lucky with a brand new device! I called to ask if I need to send back accessories that came with my device and I do not. Basically have two of every accessory, on top of a brand new phone (and not refurbished).
It is manufactured in October 2017 but I see no blue shift or other screen issues. If anything it looks better! I just need to test the battery, hopefully it hasn't depreciated just sitting in the box for a year.

I RMAed a pixel 2 and a pixel 2xl and got 2 brand new phones (with old manufacture date tho) living in germany fyi

I RMA my Verizon pixel 2 xl about 2 months ago because the phone would lag, freeze, and become unusable Everytime I had Google maps navigation open and Spotify running in the background. No questions asked, phone was still under warranty, and I received my new device(was not refurbished) 2 days later.

I just RMA'd to Google here in Canada. Had freezing and lagging issues. That sent me what appears to be a brand new device, box, charger and all. My screen even had a small crack but they still sent me a new one.

acheney1990 said:
I just RMA'd to Google here in Canada. Had freezing and lagging issues. That sent me what appears to be a brand new device, box, charger and all. My screen even had a small crack but they still sent me a new one.
Click to expand...
Click to collapse
I wonder if they actually use the same facilities for Canada and the United States
Did you ship locally in Canada or did you ship to the United States @acheney1990

I'm in this same boat. I have RMA'd three times now, always having random freezes, frame drop outs and lagging on stock ROM, no root. My RMA is scheduled to be delivered today. I have received refurbs each time, but they have been good phones for the most part.

I had to RMA the replacement device I got in August because of camera problems.
It went smoothly and it was fast the first time, but that time it seems Google it trying to make the RMA process hell for me.
I contacted them last Monday (October 22nd). After the usual resolution steps (Was the phone dropped? Is the camera app up-to-date? Can you reproduce the problem in Safe Mode? Have you factory resetted it? blah blah blah), they accept my RMA request and tell me I would receive my shipping label soon.
At 9 PM the same day I receive this email instead:
Thanks for contacting Google Support.
This email is in regards to our conversation we had over chat. Due to some tool issue at our end we're not able to generate RMA for the standard replacement. Once the issue will resolve, we'll create the RMA and send you an confirmation email.
Alternatively, if you wish we can process the Advance exchange in this case.
If you've any query, please let us know. I'd happy to help you.
Thanks!
The Google Support Team
Click to expand...
Click to collapse
Fair enough, problems can happen and they must be very busy with the Pixel 3 launch. I'm not a jerk, I can understand there are delays.
But still no email, follow-up or update from them after a week. On October 29th (last Monday), I contact them again and talk to someone else. I explain the situation, and they tell me they'll retry to generate my RMA request/shipping label. After almost an hour of trying to re-create my RMA , the employee I'm talking to asks me if it's OK to continue the discussion by mail instead. I accept. Mistake
Later that day, same sh*t again. No shipping label, I receive this email instead:
Thanks for contacting Google.
This email is in regards to the chat conversation we had earlier today, I'm sorry we weren't able to complete it. Hence I wanted to follow up via email to ensure all your queries have been answered. Please help me with the below mentioned details to help me assist you further.
Kindly provide the following details please.
Point of Purchase:
Type of Replacement:
Full name:
Shipping address:
Email address:
Phone number:
Order ID
Please reply to the same email, it will come directly to me and we will not lose our point of contact, I will be right here to help you with the same.
Thanks!
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I provide them with the requested informations immediately.
Two days later, still no follow up. I write an email asking what's going on and asking if they need something else. Many hours later, they send me this:
Thank you for contacting Google support team.
My apology for the delay. I am in direct touch with the next level. I would request you to help me with the proof of purchase of the device with visible order ID on it.
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I sent them a screenshot of my phone order with the order ID. I'm awaiting for a response, but at this point I feel they're somehow trying to buy some time.
I'm a very polite customer, but that's so frustrating... the RMA was accepted 10 days ago, just send me my shipping label for the love of God... You're telling me it's been a week and a half, and your system still can't generate RMA shipping labels? You're Google ffs, not a small, unknown company...
I'm stuck with a device I paid $1400 CAD and it doesn't work. Can I get a device that works please Google?

Google Is sending me a Band New Pixel 2 XL. I received a refurbished device with a dead speaker and the guy I called was like( I have good news) your getting a Brand New Phone. I still had to put a hold for $919 on my card for the device and now I'm hopping I don't receive another crappy device.