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I'd like to warn anyone who is considering purchasing their Galaxy Nexus from Handtec to think twice! Handtec does their business in a VERY unprofessional manner and it may impact you receiving the device you paid for as a result. I pre-ordered a Galaxy Nexus with them on 11-18 in the morning. A few hours later I received an email from them stating " Thank you for your purchase with Handtec..
This email is to notify you that your order has passed all security checks.
Your order is ready to be processed according to your selected delivery options and subject to stock availability.
Once your order is shipped you should receive tracking via email.
Please keep your order number safe for future reference to your purchase."
I later found out that in order to get information from them you have to constantly check their blog site because they don't update their official site with up to date information regarding their products, and even worse THEY DON'T COMMUNICATE INFORMATION REGARDING CHANGES IN PRODUCTS TO THOSE THAT ARE AWAITING THEIR ORDERS! What happened is that due to a bug that effects some Galaxy Nexus devices, HANDTEC STOPPED SHIPPING PHONES OUT unbeknownst to me. They also state on their blog that if you want to still receive your phone, that you have to email them and let them know. Well how the hell am I supposed to know to email you to let you know that I still want my phone IF YOU NEVER CONTACTED ME TO LET ME KNOW I NEED TO DO THAT?!!! I don't check your blog every single day! Ironically enough, I had a live chat with them this morning after checking their blog to confirm that they were indeed shipping. At the time that I checked their blog this morning it simply stated they were shipping devices. I contacted handtec to request that they ensure that my device would be shipped out today. Well apparently later on in the day they updated the blog to state they aren't shipping out anymore unless you email them to request it. Well...SINCE THEY NEVER CONTACTED ME IN ANY WAY TO LET ME KNOW OF THIS CHANGE I NOW WILL BE DELAYED IN RECEIVING MY PHONE.
Handtec is COMPLETELY UNPROFESSIONAL! Customers don't check your blog site everyday multiple times a day. I paid damn near $700 for a device that I EXPECT TO RECEIVE ASAP. If they are concerned if people still want it, then they should email people and let them know their phone will ship, and that if they do not want it, that they should email them to let them know. The concept of by default not shipping someone a product they just paid $700 for is ASININE! The concept that they only communicate updates concerning products people have paid for on a blog site or twitter is EVEN MORE ASININE AND BEYOND UNPROFESSIONAL. If I were not a member here at XDA I would never have even known that I needed to email them to have them ship my phone...since the last correspondence I received from them stated my order was being processed...and that when I spoke to them on the live chat this morning they made no mention of this. THIS IS COMPLETELY UNACCEPTABLE. There are people who have ordered from other places that have had much better experiences (like clove, negri electronics, expansys, etc). I wrote this to warn anyone who is considering purchasing from HANDTEC....DON'T DO IT. ORDER YOUR PHONE FROM SOMEWHERE ELSE!!!
And to those who may say well you only have to wait one more day...it isn't that simple. I expected to receive my phone before Thanksgiving. I will be leaving for Thanksgiving and won't be back for a little while. Fedex will only hold your package for a short period of time, after which they return it to the sender. So this ineptitude on the part of Handtec has caused a problem.
I think you're overreacting, it makes sense that they stop shipping on a defective product, and it also makes sense that they let you know it is defective before they shipped it to you. I'm sure if you lived in an area where you used the 900mhz frequency you would be more grateful.
actually i disagree with you this is a faulty product with a serious flaw until it is rectified they are selling a known faulty device under the pretence that its ok
yes they could've kept shipping like clove but personally i like that they ceased orders rather than ship a faulty product, that in the event of a recall would require everyone to send it back.
we all knew this had happened hours ago
handtec is a good reputable company who chose this option to avoid mass returns due to a potential recall. this way YOU are responsible for returns cause you knew ahead of time that it would arrive essentially broken
however i do think a mass email should've gone out to everyone saying they had ceased and what to do rather than just leave it up to the blog that i do agree with
this thread should be deleted :\
Sooo...you're going to receive your phone a day late?
Have you called the news yet? You might still have time to get it on the 8 o'clock special.
Jokes and sarcasm aside, it sucks when a company doesn't keep you up to date on something that's happening...but they most likely got more orders in a few days than your entire family has ever placed of *anything* in their lives. For a smaller company without a sufficient content-management solution it would be *incredibly* difficult to notify all the users that ordered this device that there was an issue.
Beyond that...you're flying off the handle because you won't get your phone for 1 more day? People that have Verizon were expecting to receive the phone before any other carrier in the world and now we're waiting until the 8th of December (possibly later). You don't see me flipping out about it to Verizon...because I'm an adult who has other things to occupy my time with.
Maybe get a hobby?
As I see it, you received the same email I received. I placed my order on Monday of this week. Not once did I receive an email notifying me of stock arrival, that I discovered on their site as well as here. So I waited, I also learned from these two same sources that they not only checked the stock for a known issue with the device but that they discovered it and halted shipping. Completely professional. The same methods they used to notify everyone of stock arrival is the same method they used to notify everyone that there are issues and they aren't shipping. They even provided you with a way to notify them if you don't mind receiving defective merchandise than let them know. Several did and they received emails of their shipments going out.
I had asked them to ship my product even its defective and they have still not shipped it. I won't be getting by thanksgiving now. I did email them that i am unhappy with it.. i don't think so they cared about that email. Its good thing they did ship the defective product at first time, but not letting customers know about it is bad.
rashad1 said:
I think you're overreacting, it makes sense that they stop shipping on a defective product, and it also makes sense that they let you know it is defective before they shipped it to you. I'm sure if you lived in an area where you used the 900mhz frequency you would be more grateful.
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No it makes sense that they let me know I need to let them know if I still want it. Putting it on a blog site is unacceptable and UNACCEPTABLE.
noobdeagle said:
actually i disagree with you this is a faulty product with a serious flaw until it is rectified they are selling a known faulty device under the pretence that its ok
yes they could've kept shipping like clove but personally i like that they ceased orders rather than ship a faulty product, that in the event of a recall would require everyone to send it back.
we all knew this had happened hours ago
handtec is a good reputable company who chose this option to avoid mass returns due to a potential recall. this way YOU are responsible for returns cause you knew ahead of time that it would arrive essentially broken
however i do think a mass email should've gone out to everyone saying they had ceased and what to do rather than just leave it up to the blog that i do agree with
this thread should be deleted :\
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No we didn't all know this happened hours ago. Had I known, I would have emailed them. They made absolutely no attempt to notify their customers of this change. If they are going to err on the side of not shipping, THEN THEY SHOULD AT THE VERY LEAST NOTIFY THE PEOPLE WHO ARE ALREADY WAITING. Completely unprofessional.
hotleadsingerguy said:
Sooo...you're going to receive your phone a day late?
Have you called the news yet? You might still have time to get it on the 8 o'clock special.
Jokes and sarcasm aside, it sucks when a company doesn't keep you up to date on something that's happening...but they most likely got more orders in a few days than your entire family has ever placed of *anything* in their lives. For a smaller company without a sufficient content-management solution it would be *incredibly* difficult to notify all the users that ordered this device that there was an issue.
Beyond that...you're flying off the handle because you won't get your phone for 1 more day? People that have Verizon were expecting to receive the phone before any other carrier in the world and now we're waiting until the 8th of December (possibly later). You don't see me flipping out about it to Verizon...because I'm an adult who has other things to occupy my time with.
Maybe get a hobby?
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You don't read do you?.....I already addressed people who might respond with your smart ass response. This will not equate in waiting "1 more day". This will result in me having to wait until I'm back in town before I can receive my device. Next time read before you decide to make a smart remark. Thanks.
Lootes said:
As I see it, you received the same email I received. I placed my order on Monday of this week. Not once did I receive an email notifying me of stock arrival, that I discovered on their site as well as here. So I waited, I also learned from these two same sources that they not only checked the stock for a known issue with the device but that they discovered it and halted shipping. Completely professional. The same methods they used to notify everyone of stock arrival is the same method they used to notify everyone that there are issues and they aren't shipping. They even provided you with a way to notify them if you don't mind receiving defective merchandise than let them know. Several did and they received emails of their shipments going out.
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Wrong, completely unprofessional. They are assuming people are going to check their blog every day several times a day. If it weren't for XDA I wouldn't have even known to check their blog for timely updates to begin with. I guess I'm used to competent service where companies actually correspond with their customer. Furthermore, I checked their blog around 6am this morning (11am their time) and there was no new information on there. How many times today do you think I should have checked their blog? Why should I have to keep checking a companies twitter page or their blog?!...ESPECIALLY when I've already paid them my $700! The LEAST they can do is keep me apprised of information regarding MY PURCHASE. Why do I have to check information regarding MY PURCHASE on a twitter page or a blog?! THAT IS UNPROFESSIONAL.
mysterioustko said:
You don't read do you?.....I already addressed people who might respond with your smart ass response. This will not equate in waiting "1 more day". This will result in me having to wait until I'm back in town before I can receive my device. Next time read before you decide to make a smart remark. Thanks.
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I read very well, actually. I read your post saying you'd be out of town and wouldn't be able to get it right away. How long is out of town? Since you didn't say, my guess would be a matter of days. I'm going to be out of town this coming weekend, as well, and if Verizon launches the phone this weekend I'll say, "Hmm. Well I guess my life comes first and I'll have to pick up the phone when I get the chance in the future".
Once again, because I'm an adult and have priorities that outweigh receiving a gadget before everyone else that won't have an effect on my life in any way.
I understand you're mad, but you're flying off the handle and about to burst a blood vessel because you might have to wait awhile for a device that just released. If this isn't a first-world problem, I don't know what is.
When I was in the military I didn't complain and cry because I was going to miss Christmas...because I understood what the word "priority" meant. Put it on the backburner and get it when you get it. It's *really* not that big of a deal.
rashad1 said:
I think you're overreacting.
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I've bought lots of stuff from both Handtec and Clove and never had a problem that was within their control. They rely on both distributors and Samsung to receive their products (they don't get product direct from Samsung) and, with high-demand devices, the communication can get muddled. Samsung's not exactly communicative.
If this has you wigged out, you definately shouldn't have imported a phone. If it needs service and you have to be without it for a month while it's repaired in the UK you will probably go apoplectic.
As far as not notifying (those that have preordered) people by direct email correspondence (at the time the decision was made to stop shipping) is unacceptable as far as I'm concerned, and if they don't have the ability to send a batch email of this type is not my concern.
In the future this type of business practice will weigh heavily on my decision whether or not to purchase from Handtec.
You are missing the point of my statement. For pre ordered devices, Handtech has a method in which they notify people of when they receive stock and that is their blog. I could understand you being upset if they emailed you saying it was in and then didn't email you to tell you to communicate if you want them to send it now. But that didn't happen. But I get it, you are angry, you wanted it before your trip, so don't do business with them. There is an entire other thread for Handtech and most over there seem to be happy with how they have handled it.
PS: Also, we know this issue effects 900mhz bands, none of us know how 850mhz will work out. For a $700 device, as you pointed out, wouldn't you want to know the issue isn't happening here in the US too?
hotleadsingerguy said:
I read very well, actually. I read your post saying you'd be out of town and wouldn't be able to get it right away. How long is out of town? Since you didn't say, my guess would be a matter of days. I'm going to be out of town this coming weekend, as well, and if Verizon launches the phone this weekend I'll say, "Hmm. Well I guess my life comes first and I'll have to pick up the phone when I get the chance in the future".
Once again, because I'm an adult and have priorities that outweigh receiving a gadget before everyone else that won't have an effect on my life in any way.
I understand you're mad, but you're flying off the handle and about to burst a blood vessel because you might have to wait awhile for a device that just released. If this isn't a first-world problem, I don't know what is.
When I was in the military I didn't complain and cry because I was going to miss Christmas...because I understood what the word "priority" meant. Put it on the backburner and get it when you get it. It's *really* not that big of a deal.
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First, save your little internet catch phrases for someone else. And quite frankly I don't really give a damn about what you thought when you were in the military. That has absolutely no bearing on what I'm discussing. The bottom line is, I'm not receiving what I was supposed to be receiving when I was supposed to be receiving it, WHEN I PAID TO RECEIVE IT WHEN I WAS SUPPOSED TO RECEIVE IT. It's that simple. Due to a company's ineptitude and unprofessionalism this situation has arised. If you can't seem to grasp that then I don't know how else to put it to you. When I pay for something I expect to receive it according to the terms I agreed to when I paid for it. I don't think that's asking too much. At the very least if there is a change, I expect to be notified in a proper manner of the change. All they had to do was email me, and I would have responded immediately and all of this could have very easily been avoided. Instead they gambled that I might check their blog for a 2nd time today instead of notifying me directly. That is unacceptable. If you can't see that then I don't know what else to tell you.
You ordered on the 18th right? Defects aside, you do realize no one knew on that day when they would actually be receiving their shipment? If you were familiar with importing a device, or asked ahead of time you would have known that "Expected Stock Dates" are in flux until they get it in hand.
mysterioustko said:
Wrong, completely unprofessional. They are assuming people are going to check their blog every day several times a day. If it weren't for XDA I wouldn't have even known to check their blog for timely updates to begin with. I guess I'm used to competent service where companies actually correspond with their customer. Furthermore, I checked their blog around 6am this morning (11am their time) and there was no new information on there. How many times today do you think I should have checked their blog? Why should I have to keep checking a companies twitter page or their blog?!...ESPECIALLY when I've already paid them my $700! The LEAST they can do is keep me apprised of information regarding MY PURCHASE. Why do I have to check information regarding MY PURCHASE on a twitter page or a blog?! THAT IS UNPROFESSIONAL.
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Thankfully, someone at Handtec just sent am email. At 1am UK.
Long nights for them....
Sent from my myTouch_4G_Slide using Tapatalk
What a ridiculous over reaction by the OP. Yes it's frustrating and had I not been keeping an eye on this forum I might have missed the blog entry. I've chosen to take delivery of my device but I still think Handtec made the right decision. The way it was communicated was poor but have clove etc done a better job? No they haven't.
In the end I emailed them at 5.30pm (UK time), I received an email with the tracking ref at 7.05pm and a final email from customer services at 9pm. (NB they ordinarily shut at 5.30pm).
Sent from my Nexus S using XDA App
BarryH_GEG said:
I've bought lots of stuff from both Handtec and Clove and never had a problem that was within their control. They rely on both distributors and Samsung to receive their products (they don't get product direct from Samsung) and, with high-demand devices, the communication can get muddled. Samsung's not exactly communicative.
If this has you wigged out, you definately shouldn't have imported a phone. If it needs service and you have to be without it for a month while it's repaired in the UK you will probably go apoplectic.
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This has nothing to do with Handtec not communicating with their customer and them HOPING you happen to go to their blog site. If the last email you received from them tells you that your order is being processed then you may not ever even check their blog...because you're under the impression that your order is being processed. Since they never contacted you to tell you any different you have no reason to believe different and would therefore have no reason to check their blog. COMMUNICATION IS KEY!
harolds said:
As far as not notifying (those that have preordered) people by direct email correspondence (at the time the decision was made to stop shipping) is unacceptable as far as I'm concerned, and if they don't have the ability to send a batch email of this type is not my concern.
In the future this type of business practice will weigh heavily on my decision whether or not to purchase from Handtec.
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EXACTLY! If they don't have systems in place to send out batch emails, that has nothing to do with me. As far as I'm concerned I paid my money for a product and I expect to be kept apprised of information regarding MY PURCHASE. I don't think that's asking too much.
Lootes said:
You are missing the point of my statement. For pre ordered devices, Handtech has a method in which they notify people of when they receive stock and that is their blog. I could understand you being upset if they emailed you saying it was in and then didn't email you to tell you to communicate if you want them to send it now. But that didn't happen. But I get it, you are angry, you wanted it before your trip, so don't do business with them. There is an entire other thread for Handtech and most over there seem to be happy with how they have handled it.
PS: Also, we know this issue effects 900mhz bands, none of us know how 850mhz will work out. For a $700 device, as you pointed out, wouldn't you want to know the issue isn't happening here in the US too?
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You're missing the point. Their method of communication is inadequate. It operates on the assumption that you will continuously and repeatedly check their blog. Let me remind you that I DID CHECK THEIR BLOG THIS MORNING BEFORE GETTING ON THE LIVE CHAT WITH THEM. I don't know about you, but I tend to not check company's blogs several times per day. I checked it today and that information was not there. THIS is why they need to communicate directly with their customers. Posting on twitter or a blog IS UNPROFESSIONAL! Furthermore, some people may not ever check their blog...so how will they get information about THEIR ORDERS?...look at it this way, if the last email you received from them tells you that your order is being processed then you may not ever even check their blog...because you're under the impression that your order is being processed. Since they never contacted you to tell you any different you have no reason to believe different and would therefore have no reason to check their blog. COMMUNICATION IS KEY!
mysterioustko said:
First, save your little internet catch phrases for someone else. And quite frankly I don't really give a damn about what you thought when you were in the military. That has absolutely no bearing on what I'm discussing. The bottom line is, I'm not receiving what I was supposed to be receiving when I was supposed to be receiving it, WHEN I PAID TO RECEIVE IT WHEN I WAS SUPPOSED TO RECEIVE IT. It's that simple. Due to a company's ineptitude and unprofessionalism this situation has arised. If you can't seem to grasp that then I don't know how else to put it to you. When I pay for something I expect to receive it according to the terms I agreed to when I paid for it. I don't think that's asking too much. At the very least if there is a change, I expect to be notified in a proper manner of the change. All they had to do was email me, and I would have responded immediately and all of this could have very easily been avoided. Instead they gambled that I might check their blog for a 2nd time today instead of notifying me directly. That is unacceptable. If you can't see that then I don't know what else to tell you.
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Your argument would be valid if there was a definitive shipping date, and if the phones weren't defective.
For what it's worth, I just received an email stating shipments are on hold and the reasons. Professional? Like I said, with prdordrrs never hold the estimated dare on stone, will lead to disappointment.
Sent from my SGH-I777 using Tapatalk
Seems they got the price wrong and changed it quickly to £479.00 on launch, you would assume they would refund the difference but their support staff are being very cagey with their responses.
Anyone else in this situation or heard anything from Google?
I have an escalation case open with them at the moment for exactly this case. While not exactly, but the cause is the same.
I wanted the 64g, keyboard and type-c cables., but when I saw the price I said, you have to be kidding, thats far more than the 32g in comparison to the US price. Approx £150 more for the extra compared to £80 now.
I ordered the 32g, keyboard and type-c cables, not willing to pay £550
The next morning, I saw it was down to 479, so I tried to cancel the 32g and order the 64g, knowing that only 12hours had been wasted in processing time.
I couldn't cancel and they want 14 days for a refund and I buy the other one and wait another 3 days processing and 2 days shipment.
I wasn't happy and am waiting for them to sort it out. So wont open the boxes until I know. Really poor first experience directly from google.
They should just refund you the differance, as you could send it back, costing them money, but they have been rather intransigent with me so far, so who knows.
scoobydu said:
I have an escalation case open with them at the moment for exactly this case. While not exactly, but the cause is the same.
I wanted the 64g, keyboard and type-c cables., but when I saw the price I said, you have to be kidding, thats far more than the 32g in comparison to the US price. Approx £150 more for the extra compared to £80 now.
I ordered the 32g, keyboard and type-c cables, not willing to pay £550
The next morning, I saw it was down to 479, so I tried to cancel the 32g and order the 64g, knowing that only 12hours had been wasted in processing time.
I couldn't cancel and they want 14 days for a refund and I buy the other one and wait another 3 days processing and 2 days shipment.
I wasn't happy and am waiting for them to sort it out. So wont open the boxes until I know. Really poor first experience directly from google.
They should just refund you the differance, as you could send it back, costing them money, but they have been rather intransigent with me so far, so who knows.
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Yeah, if Google don't refund the difference the tablet will be sent back for a refund, I might have let it go if it was a small difference but £79 is substantial enough to be an issue and worth the hassle.
I've spoken to two people and they're been very unhelpful, they are not clued up and will only go as far as to say they're investigating the issue, bit of a shambles really.
Shocky2 said:
Yeah, if Google don't refund the difference the tablet will be sent back for a refund, I might have let it go if it was a small difference but £79 is substantial enough to be an issue and worth the hassle.
I've spoken to two people and they're been very unhelpful, they are not clued up and will only go as far as to say they're investigating the issue, bit of a shambles really.
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You are more forgiving tham me I have to say.
If it was £20 they should refund, as it was clearly their error, or they are out to screw over their keenest supporters.
I've had no response from them all day today, so maybe its the US support that is great and the UK useless, as I read others have had great support from google in the past.
scoobydu said:
You are more forgiving tham me I have to say.
If it was £20 they should refund, as it was clearly their error, or they are out to screw over their keenest supporters.
I've had no response from them all day today, so maybe its the US support that is great and the UK useless, as I read others have had great support from google in the past.
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Ditto, really unimpressed. Courteous support staff but they have no idea what to do and from what I was told today they don't seem to have the necessary tools to allow them to do a partial refund.
The amount of wasted time and transport in sending out another tablet, just for me to box it up and return it again so that they can process a refund is ridiculous.
PriyanPhoenix said:
Ditto, really unimpressed. Courteous support staff but they have no idea what to do and from what I was told today they don't seem to have the necessary tools to allow them to do a partial refund.
The amount of wasted time and transport in sending out another tablet, just for me to box it up and return it again so that they can process a refund is ridiculous.
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It's ridiculous, not impressed.
They are keeping me updated but it's basically the same information over are over again, they're investigating.
I will give them a few more days into next week and then I'm going to tell them to come and collect it.
Have you both asked for the case to be escalated? Presume so.
Not that it makes a differance, as they have not replied to me since the 10th.
For a premium product and their error, its quite staggering they do not know what to do.
I hope you get it sorted.
scoobydu said:
Have you both asked for the case to be escalated? Presume so.
Not that it makes a differance, as they have not replied to me since the 10th.
For a premium product and their error, its quite staggering they do not know what to do.
I hope you get it sorted.
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Yep, hasn't really helped.
It's just the same response every time, they're investigating, they're going to email the specialist team., etc.
dp? really.
Just received an email confirming that they will refund the £70... half an hour after I RMA'd and dropped the return package off with UPS! FFS.
PriyanPhoenix said:
Just received an email confirming that they will refund the £70... half an hour after I RMA'd and dropped the return package off with UPS! FFS.
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That's really bad timing, I just got the same email.
It's completely their fault for making us wait almost a week without an answer, another day and I would have done the same.
I don't suppose there's any chance of getting that parcel back? If it's just been dropped off you might have a chance, I'd give them ring.
Thank you for your recent order from the Google Store.
During checkout it appears you were charged an additional £70 on top of what we had originally intended the Pixel C to be priced at for your region. We have gone ahead and applied a refund for this amount back to the original payment method used for this purchase. This refund may take a few days to reflect with your financial institution.
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Well sounds like they did the right thing in the end. Although bad timing and so long!
After 6 days, with them ignoring my email, I spoke with support about my screen issue (which they appear to have resolved, still testing) and the support guy fully understood and agreed 6 days was not acceptable.
He stated he would take ownership and give me a proper answer, although thats what the previous guy said too!
Glad it sort of worked out for you both.
We have a thread in T-Mobile thread of Note 7 in regards to people receiving their gifts. Just curious has anyone here who completed their promotion and received an approval by the 19th have you gotten your gift?
Quite a large amount of us waiting for the Gear Fit 2 has seem to of been forgotten. Thx for any info you may be able to offer
http://forum.xda-developers.com/tmobile-note-7/how-to/status-note-7-promotion-t3442604
playya said:
We have a thread in T-Mobile thread of Note 7 in regards to people receiving their gifts. Just curious has anyone here who completed their promotion and received an approval by the 19th have you gotten your gift?
Quite a large amount of us waiting for the Gear Fit 2 has seem to of been forgotten. Thx for any info you may be able to offer
http://forum.xda-developers.com/tmobile-note-7/how-to/status-note-7-promotion-t3442604
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I didn't submit for the the fit but I did submit for the the 256 SD Card on the morning of August 20th and received an email from Samsung on the 23rd of August stating that my 2 SD Cards were approved. That's when my status also changed on the promo website to "Congratulations, Your submission has been approved and your gift has been processed and is currently in route". However, I've yet to receive both SD Cards and my status is still the same as it was on the 23rd, without any tracking provided yet. I called today and asked WTF was up with me getting passed over by people who had submitted much later than me and have already received their gifts. I keep getting BS answers and no help from Samsung whatsoever. They just keep telling me to wait patiently, sounds great! I mean isn't this supposed to be a first come first serve, limited supply promotion? I told them the longer I wait and keep getting passed up, the more likely I'm going to miss out and they just told me to wait longer. Gave up trying to get a supervisor on the phone after asking 3 times and they kept telling me that their supervisor would have the same answers and that they can't contact the promotions department in order to see where the hell my 2 SD Cards are.
@Justinphxaz okay thanks a lot for that this same exact stuff they told you is the same exact stuff I told them a lot of us over in the other Forum have been constantly calling and badgering and trying to put something together. We've been sending emails and also going on their Twitter page try the Twitter reps as well
I put in my promotion request on the 19th and received my card on the 30th
playya said:
@Justinphxaz okay thanks a lot for that this same exact stuff they told you is the same exact stuff I told them a lot of us over in the other Forum have been constantly calling and badgering and trying to put something together. We've been sending emails and also going on their Twitter page try the Twitter reps as well
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Dang and still no luck huh? I've even heard some people submit for one SD Card getting 2 of them, thanks Samsung! That's probably where most of the gifts are and why they're supposedly trying to refresh their wear house. That's what they told me anyways. I asked if their wear house is out of stock, how have people been receiving the gifts then almost every day now for the past two weeks now (that I've seen and or heard of from people on a few different forums) and they had no answer for me, just that they understand I'm frustrated and to please wait longer. Some grade A BS. Not the way to do a promo. Should be first come first serve and don't send out extra gifts, send out the right amount so we all get them in a timely manner. So frustrating.
Justinphxaz said:
Dang and still no luck huh? I've even heard some people submit for one SD Card getting 2 of them, thanks Samsung! That's probably where most of the gifts are and why they're supposedly trying to refresh their wear house. That's what they told me anyways. I asked if their wear house is out of stock, how have people been receiving the gifts then almost every day now for the past two weeks now (that I've seen and or heard of from people on a few different forums) and they had no answer for me, just that they understand I'm frustrated and to please wait longer. Some grade A BS. Not the way to do a promo. Should be first come first serve and don't send out extra gifts, send out the right amount so we all get them in a timely manner. So frustrating.
Click to expand...
Click to collapse
I have been giving them hell in Twitter over the phone and via email til I find someone who knows what the hell they are doing over there. Don't stop please destroy them in Twitter and also go to their Facebook page. If ya create something we can try and have everyone lime and comment in it. Awarenes!
@playya, does your status still say "Your submission has been approved and your gift has been processed and is currently in route"? Mines been like that since the 23rd. I asked if it's in route, why is it taking so long to show up? Still no answer for that either, just to please wait longer. Basically a big FU to me, nobody there is willing to actually see where my order is.
Justinphxaz said:
@playya, does your status still say " Your submission has been approved and your gift has been processed and is currently in route"? Mines been like that since the 23rd. I asked if it's in route, why is it taking so long to show up? Still no answer for that either, just to please wait longer. Basically a big �� to me, nobody there is willing to actually see where my order is.
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Since the 19th
playya said:
I have been giving them hell in Twitter over the phone and via email til I find someone who knows what the hell they are doing over there. Don't stop please destroy them in Twitter and also go to their Facebook page. If ya create something we can try and have everyone lime and comment in it. Awarenes!
Click to expand...
Click to collapse
Shoot I thought I was one of the very last people to not receive their gifts. Seemed like everyone got theirs who is with Verizon.
---------- Post added at 04:28 PM ---------- Previous post was at 04:24 PM ----------
-Alan said:
I put in my promotion request on the 19th and received my card on the 30th
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Wish mine was that fast! But hope you're enjoying yours.
---------- Post added at 04:34 PM ---------- Previous post was at 04:28 PM ----------
playya said:
Since the 19th
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Click to collapse
That's some BS, I've seen so many that submitted on dates like the 22nd and 26th and received their gifts by dates like September 1st or the 3rd. To make it even worse alot of those who've received it want to sell it and not keep it. I'm all for making some money, that's cool. Just sucks they got it before us, we submitted much earlier and someone like me who actually wants to keep the SD Cards, I've got plenty to store on them. They could still sell those cards at a later date, but some how they were allowed to bypass those who submitted earlier than them. Kinda F'd up if you ask me. Samsung's promo team seems like some incompetent D Bags. How hard is it to go with a first come first serve promo that's quantity limited? Hmmmm I'll send out this person's SD Card who submitted on the 25th instead of this one who submitted on the 19th! Seems legit!
Justinphxaz said:
Shoot I thought I was one of the very last people to not receive their gifts. Seemed like everyone got theirs who is with Verizon.
---------- Post added at 04:28 PM ---------- Previous post was at 04:24 PM ----------
Wish mine was that fast! But hope you're enjoying yours.
---------- Post added at 04:34 PM ---------- Previous post was at 04:28 PM ----------
That's some BS, I've seen so many that submitted on dates like the 22nd and 26th and received their gifts by dates like September 1st or the 3rd. To make it even worse alot of those who've received it want to sell it and not keep it. I'm all for making some money, that's cool. Just sucks they got it before us, we submitted much earlier and someone like me who actually wants to keep the SD Cards, I've got plenty to store on them. They could still sell those cards at a later date, but some how they were allowed to bypass those who submitted earlier than them. Kinda F'd up if you ask me. Samsung's promo team seems like some incompetent D Bags. How hard is it to go with a first come first serve promo that's quantity limited? Hmmmm I'll send out this person's SD Card who submitted on the 25th instead of this one who submitted on the 19th! Seems legit!
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Click to collapse
I submitted two and my second one came first that's how I found out about the bs
They did say up to 12 weeks, so they are not in any fault really. Why did later submissions get sent out first though is messed up.
jjayzx said:
They did say up to 12 weeks, so they are not in any fault really. Why did later submissions get sent out first though is messed up.
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Click to collapse
Yeah see I'd have no problem waiting....14 weeks if I had to, what's f**ked up is that it's supposed to be first come first serve. They just let people who submitted much later to jump to the front of the line. When it's limited supply you're dealing with it's super frustrating that people submitting on the 27th of August were sent their gifts already. So if Samsung is going to send gifts, they should be sent out in order of first in, first out. It's like they decided last in, first out was a better way of handling a limited supply promo, which sucks. Hope I don't get an email in 3 or 4 weeks stating that the promo supply is tapped out. I specifically pre ordered for the gifts and paid off my phones to be eligible to upgrade early to pre order these damn gifts! Purposely submitted info early on the 20th (email approval on the 23rd) because I was told it was first come first serve. Looks like I would have been better off submitting my info on August 28th or something, I'd probably have my SD Cards by now, I don't even have tracking info or a label created.
Justinphxaz said:
Yeah see I'd have no problem waiting....14 weeks if I had to, what's f**ked up is that it's supposed to be first come first serve. They just let people who submitted much later to jump to the front of the line. When it's limited supply you're dealing with it's super frustrating that people submitting on the 27th of August were sent their gifts already. So if Samsung is going to send gifts, they should be sent out in order of first in, first out. It's like they decided last in, first out was a better way of handling a limited supply promo, which sucks. Hope I don't get an email in 3 or 4 weeks stating that the promo supply is tapped out. I specifically pre ordered for the gifts and paid off my phones to be eligible to upgrade early to pre order these damn gifts! Purposely submitted info early on the 20th (email approval on the 23rd) because I was told it was first come first serve. Looks like I would have been better off submitting my info on August 28th or something, I'd probably have my SD Cards by now, I don't even have tracking info or a label created.
Click to expand...
Click to collapse
If it says approved you shouldn't have to worry as your now guaranteed it. If you were still awaiting approval then they could say there is no more.
jjayzx said:
If it says approved you shouldn't have to worry as your now guaranteed it. If you were still awaiting approval then they could say there is no more.
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Click to collapse
Yeah, it's reassuring, it just makes me feel like something is going on where I'm going to get screwed somehow. It just doesn't make a lot of sense to me that people who've been approved well after me are receiving it well before me. I've had issues with promos before where I've found it's much better being pro active along the way (calling in and see what the status is) than waiting till the end and trying to see what's going on. It's worrisome because I've heard of a few people receiving more SD Cards than what they submitted for. Who knows how many it has happened with, I'd be much more at ease if at least my gifts had a shipping label made, that way I know I've got 2 physically reserved and at some point will ship.
jjayzx said:
They did say up to 12 weeks, so they are not in any fault really. Why did later submissions get sent out first though is messed up.
Click to expand...
Click to collapse
They also said first come first serve basis. here is an excerpt of page 4 paragraph 2 of their T&C
Gifts are available for a limited time, while supplies last, on a first-come, first-served basis. Gifts may take up to 12 weeks to be mailed to Participants verification of Offer Claim Form/receipt and compliance with these Terms and Conditions.
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Click to collapse
My second entry was received before my first one even has a shipping date
jjayzx said:
If it says approved you shouldn't have to worry as your now guaranteed it. If you were still awaiting approval then they could say there is no more.
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Click to collapse
Sounds great in concept but their terms also say first come first serve. They were first to break the T&C so no telling what else they could break
Memory Card
That is strange, i received mine literally 1 week after the phone was released. hope you get yours soon!.
Paintedblack said:
That is strange, i received mine literally 1 week after the phone was released. hope you get yours soon!.
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Yeah it seemed like the memory cards went out pretty damn fast but the Fit 2 were a problem for some of us
playya said:
Yeah it seemed like the memory cards went out pretty damn fast but the Fit 2 were a problem for some of us
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Is it just the fit on tmo that's having in issue getting out or in general? I put mine in on the 19th late mornin/early afternoon and got my fit the following week I think it was.
jjayzx said:
Is it just the fit on tmo that's having in issue getting out or in general? I put mine in on the 19th late mornin/early afternoon and got my fit the following week I think it was.
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I'm on Verizon and ordered my fit a day or two after my phone came on the 19th, the fit showed a shipping label generated for a week before it was handed off to FedEx and arrived a couple days later. On August 26th, I put in orders for two more Fit 2's from two other phones. A few days later they were both 'Approved ...' and nothing since. When I called last week and got the Philippine call center they told me there was a delay getting the devices [Fit 2's] to their third party vendor that handles the promo fulfillment. I've seen no updates on the Fit 2's since.
Verizon still doesn't have any non flaming phones available for replacements.
Right now i am frustrated, upset and just don't know how to swallow this. Ill try to be short. Need advice on what to do.
I have previously had issues with two of my google xl phones.
I have returned one of them.
Received the second one as a replacement which was also problematic.
I have decided to return the Pixel stand along with that replacement phone together and get a refund. (Since pixel and the stand came as a deal)
Google sent me the packing slips, I remember asking the rep can if i could ship both items in one box to which i received a reply "yes" (not that it makes a difference)
I came to UPS gave the lady the box. phone and stand was in it. I also put return paperwork for the phone and for the stand in the box in front of her and past her two shipping labels. One for the stand and one for the phone. She closed the box and put only one packing slip on the box. Told me i have put the paperwork in the box already. There is no need to put the second shipping labels as its going to the same place. You get where im going with it now?
Google received the package in 2 days and started to process the refund for the pixel stand (as that was the packing slip she chose)
I have called them asking them about the phone and they knew nothing of it.
After over 4 weeks of trying to call them and get answers of my escalated case i received little to nothing. In fact calling them 3 weeks after they"ve received the package to get answers and they didn't even get my story straight. I had to tell them again what had happen. Obviously, shipping rep Lori, have told me not to worry, the box went into one room. They will find it......
So just now, i get an answer in my email saying "the package didn't contain the device" therefore no refund.
Feel free to tell me im an idiot do ship and do what i did. As Im entertaining that idea as well, sadly.
Im know what i put in the box so either UPS or Google had lost it or took it
I did take few pictures of the box with the phone and stand and packing papers in that UPS store before shipping them out.
If they would have told me right away there was no item i would have went to UPS store while the lady still remembered me. May be if they had video surveillance they could have pulled it as well. Now after a month im not so sure bout neither.
Cant they look at the pictures and see the time, date, location, authenticate it? Doesnt UPS ship the package with weight shown?? Im sure weight of the package was way heavier then just a single pixel stand. Wonder if they even called UPS.
Its very hard to swallow this as a lesson.
Tomorrow ill go talk to UPS see if i can get some answers. Ill call google tomorrow as well, see if i could get some answers as well.
I don't have any experience with returning items, but I do know that when trading in phones for credit towards a new device it explicitly states that you must send a separate package for each device being traded in as they are tracked individually. Sorry to hear that happened but if they had already paid for the shipping labels I guess I would have just boxed and sent separately since I wasn't paying the shipping...
I had the same issue with a phone I bought for my mom. They sent us the wrong phone and instructed us to refuse delivery and return to sender. Long story short, since they didn't tell me to use a label or send me one for return the phone got lost. So I was out $300 and three months of arguing. To make it worse they still tried to charge me the fee on Fi for not activating the phone on the plan. It really rubbed me wrong and even after all the good years they treated me well it still made me sour.
fury683 said:
I don't have any experience with returning items, but I do know that when trading in phones for credit towards a new device it explicitly states that you must send a separate package for each device being traded in as they are tracked individually. Sorry to hear that happened but if they had already paid for the shipping labels I guess I would have just boxed and sent separately since I wasn't paying the shipping...
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Click to collapse
It was a refund tho. I wish it would say anywhere what you wrote, would have saved me.
As soon as they received the package I had a feeling they scanned it and tossed it to the side. Did little to nothing to investigate either.
Hoshneer said:
I had the same issue with a phone I bought for my mom. They sent us the wrong phone and instructed us to refuse delivery and return to sender. Long story short, since they didn't tell me to use a label or send me one for return the phone got lost. So I was out $300 and three months of arguing. To make it worse they still tried to charge me the fee on Fi for not activating the phone on the plan. It really rubbed me wrong and even after all the good years they treated me well it still made me sour.
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Click to collapse
Sucks. I still can't swallow the loss.
All I have is these two pics.
Someone took or lost the phone.
It's painful to eat this.
Good luck, sounds like a nightmare.
Thegirlwiththepixel said:
Good luck, sounds like a nightmare.
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Click to collapse
thx, it is.
From the moment i walked out of that UPS store i had a bad feeling. Thats why from my first call to them ive been pushing them to check and find the package but that goes nowhere when all people do is read the scrip on the phone. led nowhere. I know what i packed in and what i brought to UPS, so its blows so hard that im losing 1275 Cnd.
Will go to that ups place tomorrow, hope that lady works is there and pray to god she remembers me and our conversation. So we could go back to those fvckers and say look harder for the damn device.
As soon as they would have opened that box they would have seen two items and two pieces of paperwork for each.
Errrr I'll stop venting.
File against them in small claims court. Around here it costs like 50 bucks to file. That will at least get their attention.
I am about to do it over the 50 pre order credit, just because I am pissed about their BS.
Or maybe a shipping claim with the carrier.
TonikJDK said:
File against them in small claims court. Around here it costs like 50 bucks to file. That will at least get their attention.
I am about to do it over the 50 pre order credit, just because I am pissed about their BS.
Or maybe a shipping claim with the carrier.
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Click to collapse
Great, thank you for the advice. Ill go to UPS tomorrow to chat to them but if i can go to a small claim court ill do that too. thank you, thank you.
I wonder if the lady at the store took it after you left. She could of easily told another employee/driver that hey there's a $1000 phone in there take it. Not very uncommon for UPS/FedEx etc to steal from customers.
OkayGK said:
Great, thank you for the advice. Ill go to UPS tomorrow to chat to them but if i can go to a small claim court ill do that too. thank you, thank you.
Click to expand...
Click to collapse
Unfortunately, the pictures don't show a phone or a stand. They only show a box and some bubble wrap. So I don't think that's going to do it. Also, I don't think a UPS employee would take a $1000 traceable device and put at risk a job that probably pays a decent salary. But something happened to the device and you will just need to keep on Google to find out what happened. Has the phone been turned on? They should have a record of that as well as blacklisting the IMEI. It might take a while but with persistence you should get your money back.
Hello OkayGK, hope it all works out for you. I'm waiting for my phone to arrive. It's been 2 weeks. Can you please tell me how to get in touch with company reps. Thanks. Again I hope they resolve your issues and you get your refund. Good Luck.
Baby BB said:
Hello OkayGK, hope it all works out for you. I'm waiting for my phone to arrive. It's been 2 weeks. Can you please tell me how to get in touch with company reps. Thanks. Again I hope they resolve your issues and you get your refund. Good Luck.
Click to expand...
Click to collapse
Hey. Funny I deleted my bookmark for Google support the other day to clean up my chrome Abit. I have the number for the saved to my phone. Didn't think I'd need the bookmark anymore.
Search through Google store in your account settings.
Should find it somewhere there.
For Canada here's the # (855) 836-3987
OkayGK said:
Hey. Funny I deleted my bookmark for Google support the other day to clean up my chrome Abit. I have the number for the saved to my phone. Didn't think I'd need the bookmark anymore.
Search through Google store in your account settings.
Should find it somewhere there.
For Canada here's the # (855) 836-3987
Click to expand...
Click to collapse
Thanks for the info. I will look in my settings for contact info. I never got an email from them saying it was shipped yet. So i guess it's just do to normal delay time. I think if is not shipped the support reps. will not have any status info. on order.
I've read stories about people doing chargebacks in similar situations which can result in your entire Google account being closed. Just FYI if you intend to dispute the charge or file small claims, they may just close your account and move on.
zetsumeikuro said:
I wonder if the lady at the store took it after you left. She could of easily told another employee/driver that hey there's a $1000 phone in there take it. Not very uncommon for UPS/FedEx etc to steal from customers.
Click to expand...
Click to collapse
Anything is possible but the lady was older and seamed nice. I kept thinking it was on googles end.
I went to talk to UPS, lady wasn't working. Talked to another gentleman there. He told me he will talk with her as well as if i need a letter from them they can assist. I was told as soon as the package leaves that store it is in UPS hands. So now, i think a driver or anyone else could have taken the item as well. Again, anything could happen at this point. I can entertain the ideas left and right where that phone could be.
Sucks
bobby janow said:
Unfortunately, the pictures don't show a phone or a stand. They only show a box and some bubble wrap. So I don't think that's going to do it. Also, I don't think a UPS employee would take a $1000 traceable device and put at risk a job that probably pays a decent salary. But something happened to the device and you will just need to keep on Google to find out what happened. Has the phone been turned on? They should have a record of that as well as blacklisting the IMEI. It might take a while but with persistence you should get your money back.
Click to expand...
Click to collapse
Yeah, i doubt ups store took it, however drivers could... I've heard stories. Also, remember the story where google had chose a shipper to deliver phones to us and that company would take the phones out of the boxes and ship empty boxes? i think i read it somewhere here. Had me so paranoid, i was taking videos while unboxing my phones.
What UPS guy told me today is as soon as the package leave their location it goes to a wh. Where they weight the package and charge google according to its weight. Im sure they could look at that and see how heavy the box was when UPS shipped it. That would tell everything right away. If it was as light as just a stand means phone was taken out. If the package was heavy enough for a stand and a phone/accessories then its on googles end. Of course i could have put stones inside those boxes. Yet i wasnt even lucky enough to have google come back to me with that. Still have to call them see what where how etc.
I would not want to band the Imei as it can probably be changed remotely. Least if I let the IMEI number be there is a chance if the phone is in use it could show.
fury683 said:
I've read stories about people doing chargebacks in similar situations which can result in your entire Google account being closed. Just FYI if you intend to dispute the charge or file small claims, they may just close your account and move on.
Click to expand...
Click to collapse
Sadly, i understand. I paid of my Mastercard as i kept waiting for weeks to get refund from them. I could of gave that phone or bought a new phone for my gf, or use that money for something else. The fact that some asshole may be using my phone or someone made a fvck up and got away with it, whether its UPS or Google, now thats hard to swallow. Im trying to be possessive and making my peace with it but ill also will keep trying to do everything i can to get the refund. Cant give up, yet. Im not rich to close my eyes on this it hurts and even rich people probably would still fight this.
here is the last response form google rep who was looking after my case.
Thank you for contacting Google Support!
Thanks for contacting us about your order. We’ve carefully reviewed your case and our records confirm that the package you have sent us does not contain the device, therefore we have not processed the refund.
As a next step, you may consider initiating an investigation with the carrier or notify local law enforcement. We’ll be happy to assist in an investigation.
The more I think about this, it's a straight up UPS claim and you will not have much if any trouble getting UPS to pay up.
How did you purchase the phone? All debit and credit cards with Visa/MasterCard on them have protection built in. Contact your card provider. It does not matter if you paid it off. Hopefully you have the UPS tracking # too as they are likely the ones that your card or Google is going to go after, after the fact as all shipments have insurance on them.
OkayGK said:
Great, thank you for the advice. Ill go to UPS tomorrow to chat to them but if i can go to a small claim court ill do that too. thank you, thank you.
Click to expand...
Click to collapse
Any update? I hope you able to make headway, sending good vibes.
smartymcfly said:
How did you purchase the phone? All debit and credit cards with Visa/MasterCard on them have protection built in. Contact your card provider. It does not matter if you paid it off. Hopefully you have the UPS tracking # too as they are likely the ones that your card or Google is going to go after, after the fact as all shipments have insurance on them.
Click to expand...
Click to collapse
I have two credits link to google as well as paypal. Now i think just one credit as the limit on it was increased so there was no need for another but at the time of purchases ive had two.
I don't know why the credit card is liable for this. I know, i know get my money anyway... who cares where it comes from but now the more i got to sleep on it the more im bothered by the fact i got owned and less by the money. No im not rich, i want the money but its hard to explain. All i know it bothers allot.
I just dunno anymore, lost a bit. again, friday i found out from google they couldnt find the device and now its monday. Less im bothered by the money more im bothered by the scam or mistake someones made. stings.
Thegirlwiththepixel said:
Any update? I hope you able to make headway, sending good vibes.
Click to expand...
Click to collapse
Not yet, ive been so so busy. still am but hopefully im going to call google later on today. see whats up and then call UPS and try to file a claim.
The more i read their email (google). I posted on the first page. The more i understand that they asked me to contact my carrier, meaning not google but my cell phone carrier. WTF, how is carrier responsible. And Police im guessing which is again nor here or there but hey if i need to ill go to authorities.
My priority as of now and im not so upset anymore is
Call google and find out
Did they get my package (the box)
When they opened, what was in the box?
One item (stand) or two Items( phone and the stand) or non? As they were not clean in the email and even refund for the stand didnt come in.
More importantly. UPS store told me USP will charge them for package weight. So how heavy was the box? So if the box was 6 pounds (3 pounds for phone and 3 for a stand) and they received the box and it was light as nothing was in there, wouldnt that hit red flags automatically? Light box, when opened nothing in it, yet it says its 6 pounds. UPS wtf, where are items. or am i wrong?
Unless google doesnt weigh the products then by that definition they should be liable in my mind, as UPS can be sending empty boxes non stop and google can tell customers fuk off, u sent us nothing. You know what i mean.
So that info is going to be crucial for me, If i can get someone on the line who can actually provide me something instead of looking at the screen reading what it says there and saying "sorry" every two min.
I'll keep you all updated, thank you for the support.
This is a simple BUYER BEWARE Public Service Announcement about using Google's TRADE-IN process when buying their device.
I pre-ordered my Pixel 6 Pro early and chose the trade-in route with my Pixel 5.
During the trade-in process I was quoted $405 if my device 1) turned on, 2) wasn't cracked, and 3) was factory reset. My P5 is in mint condition so I sent it in and Google's third party partner handing trade-ins received it November 22nd.
The assessment process is supposed to take 3-5 days. They send you a link to watch the progress of your trade-in. After two weeks of my progress sitting on "Assessing your device" I tried contacting Google customer service.
At least with the trade-in process, Google's customer service is non-existent! After hours and hours of searching and trying to reach a human being, it never happened. Automated Q&A at best, if you make the "right" selections you MIGHT end up with a chat window and a two hour wait (only happened once and it made ZERO difference).
Honestly, once you send in your device for trade-in, you are 100% at their mercy on whether you get a refund or not.
I read where one Xda member said they sent in a Pixel 5 and was told Google received a Pixel 2 XL and was refunded the $40 value of a Pixel 2 XL, instead of the several hundred they were quoted for their Pixel 5. I was skeptical of this claim until I ran into Google's terrible customer service. There is NO recourse, no rebuttal, there is nothing you can do (short of a civil lawsuit) if they claim you sent in a burrito instead of a pristine device!
I waited 43 days, and received 16 emails (each with the canned response "their special team is looking into the issue") before I finally received an answer.
Just yesterday, January 4th, I received the email that I will be refunded $439.
Needless to say I will NEVER, EVER trade-in with Google again. My Pixel 5 in mint condition was only fetching $450-ish on Swappa, so it made sense to go the "easier" Google trade-in route.
I. WILL. NOT. MAKE. THAT. MISTAKE. AGAIN.
Do your research, and make sure you understand ALL the details of Google trade-in BEFORE you send your device to them.
I had a similar issue with OnePlus tradein. I trade in a 'perfect' device (clean, absolutely not a single scratch, etc). Was quoted 320 euro. Sent the device to the trade-in partner. They claimed the device still contained my Google account (despite me having removed the account and factory-reset before I sent it). Zillions of mails and online support chats.
"Don't worry ... it will be solved sir ..."
Every single time had another support guy on mail/chat and had to repeat the same story over and over again.
Yeah right. After 4 months of trying and posting the story daily on OnePlus social media, threatening with legal action, even filing a police complaint, they simply decided to pay me 30 euro and that was the end of the story. After that they simply refused to accept any further mails/chats despite my formal complaint that I did not accept their offer.
No official reaction ever form OnePlus.
At the end, I was so tired of it that I "gave up".
Hearing your story, just wanted to post this here as well.
I don't even know with which obscure trade-in partner I was dealing with. They never wanted to reveal their true identity and kept hiding behind OnePlus despite them handling all online Q&A.
(apologies for slight off-topic)
Az Biker said:
This is a simple BUYER BEWARE Public Service Announcement about using Google's TRADE-IN process when buying their device.
I pre-ordered my Pixel 6 Pro early and chose the trade-in route with my Pixel 5.
During the trade-in process I was quoted $405 if my device 1) turned on, 2) wasn't cracked, and 3) was factory reset. My P5 is in mint condition so I sent it in and Google's third party partner handing trade-ins received it November 22nd.
The assessment process is supposed to take 3-5 days. They send you a link to watch the progress of your trade-in. After two weeks of my progress sitting on "Assessing your device" I tried contacting Google customer service.
At least with the trade-in process, Google's customer service is non-existent! After hours and hours of searching and trying to reach a human being, it never happened. Automated Q&A at best, if you make the "right" selections you MIGHT end up with a chat window and a two hour wait (only happened once and it made ZERO difference).
Honestly, once you send in your device for trade-in, you are 100% at their mercy on whether you get a refund or not.
I read where one Xda member said they sent in a Pixel 5 and was told Google received a Pixel 2 XL and was refunded the $40 value of a Pixel 2 XL, instead of the several hundred they were quoted for their Pixel 5. I was skeptical of this claim until I ran into Google's terrible customer service. There is NO recourse, no rebuttal, there is nothing you can do (short of a civil lawsuit) if they claim you sent in a burrito instead of a pristine device!
I waited 43 days, and received 16 emails (each with the canned response "their special team is looking into the issue") before I finally received an answer.
Just yesterday, January 4th, I received the email that I will be refunded $439.
Needless to say I will NEVER, EVER trade-in with Google again. My Pixel 5 in mint condition was only fetching $450-ish on Swappa, so it made sense to go the "easier" Google trade-in route.
I. WILL. NOT. MAKE. THAT. MISTAKE. AGAIN.
Do your research, and make sure you understand ALL the details of Google trade-in BEFORE you send your device to them.
Click to expand...
Click to collapse
Sorry you had to go through the dysfunctional world known as Go0gle, but sage advice.
I'm actually on chat with google right now regarding my P4XL trade in for the P6P. It delivered a week ago, but they say "waiting to receive your trade in".
I read a thread yesterday were the poster was complaining about returning his phone and receiving a replacement and the clusterfuc# it had become. I replied and I'll say the same thing here. It's not just Google. Insert any company name and you can tell the same story. In this era of covid and people not wanting to work and supply issues it is just a mess everywhere. We order parts here and they don't arrive, or the wrong one show up and we call customer service and it's a shi$ show every time.
shiftr182 said:
I'm actually on chat with google right now regarding my P4XL trade in for the P6P. It delivered a week ago, but they say "waiting to receive your trade in".
Click to expand...
Click to collapse
Get ready for the ride!
You'll start receiving emails like this every third day:
Dec 10th
Hi Az Biker,
Thank You for contacting Google Support!
This is a follow up email as per our conversation over chat regarding Trade-in refund. I would like to inform you that I’m consulting with our product experts and they’re actively working on a resolution. I’ll keep you updated within 24-48 hours.
I appreciate your continued patience and cooperation in this matter.
In case you have any other query please feel free to reply to the same email, I will be happy to help you.
Thanks!
David
The Google Support Team
Jan 3rd
Hi Az Biker,
Thank you for contacting Google Support Team!
We really apologize for the inconvenience caused to you. I can understand your situation. This is something that we do not want our customers to experience. I request you to please wait for the update from our specialist team. Once there is an update, we will get back to you soon.
I appreciate your continued patience and cooperation in this matter.
In case you have any other query please feel free to reply to the same email, I will be happy to help you.
Thanks!
David
The Google Support Team
Every email in between said the same thing. I started to feel like my device was lost or stolen and they were just looking for a way to put it back on me.
I think the delivery notification held them to the fire, as it was already in their possession.
Hopefully everything works out for you. Report back here when you get an update.
Hahaha! Just got the first one! I was in the same boat as you.... my P4XL was only worth around $250 or so on Swappa, and after you factor in Paypal, Swappa, shipping, etc. I opted to just trade in for $209 or something. I guess we'll just wait and see. If I would have known it was going to take that long I probably would have just kept it as an extra.
shiftr182 said:
I probably would have just kept it as an extra.
Click to expand...
Click to collapse
That's what I did with my OP8. It was worth more to me as a backup than what I could sell it for. And personally the last thing I would do is trade it in because of exactly stories like these. I mean I don't want to offend anyone but what were you expecting? To me that course of action had clusterfuc+ written all over it.
Atlest there is a possibility that you might get some money, the trade in solution where i live will pay you 400$ at the top for a brand new iPhone 13 Pro Max, like that is gonna happen.
android_dan said:
That's what I did with my OP8. It was worth more to me as a backup than what I could sell it for. And personally the last thing I would do is trade it in because of exactly stories like these. I mean I don't want to offend anyone but what were you expecting? To me that course of action had clusterfuc+ written all over it.
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Click to collapse
Lol, for me it was a way of swaying my wife into letting me get the P6P..... Google will pay me for my old phone
Az Biker said:
This is a simple BUYER BEWARE Public Service Announcement about using Google's TRADE-IN process when buying their device.
I pre-ordered my Pixel 6 Pro early and chose the trade-in route with my Pixel 5.
During the trade-in process I was quoted $405 if my device 1) turned on, 2) wasn't cracked, and 3) was factory reset. My P5 is in mint condition so I sent it in and Google's third party partner handing trade-ins received it November 22nd.
The assessment process is supposed to take 3-5 days. They send you a link to watch the progress of your trade-in. After two weeks of my progress sitting on "Assessing your device" I tried contacting Google customer service.
At least with the trade-in process, Google's customer service is non-existent! After hours and hours of searching and trying to reach a human being, it never happened. Automated Q&A at best, if you make the "right" selections you MIGHT end up with a chat window and a two hour wait (only happened once and it made ZERO difference).
Honestly, once you send in your device for trade-in, you are 100% at their mercy on whether you get a refund or not.
I read where one Xda member said they sent in a Pixel 5 and was told Google received a Pixel 2 XL and was refunded the $40 value of a Pixel 2 XL, instead of the several hundred they were quoted for their Pixel 5. I was skeptical of this claim until I ran into Google's terrible customer service. There is NO recourse, no rebuttal, there is nothing you can do (short of a civil lawsuit) if they claim you sent in a burrito instead of a pristine device!
I waited 43 days, and received 16 emails (each with the canned response "their special team is looking into the issue") before I finally received an answer.
Just yesterday, January 4th, I received the email that I will be refunded $439.
Needless to say I will NEVER, EVER trade-in with Google again. My Pixel 5 in mint condition was only fetching $450-ish on Swappa, so it made sense to go the "easier" Google trade-in route.
I. WILL. NOT. MAKE. THAT. MISTAKE. AGAIN.
Do your research, and make sure you understand ALL the details of Google trade-in BEFORE you send your device to them.
Click to expand...
Click to collapse
wait. So you got more than you thought. All you really had to do was wait? That's what it is? So maybe with the omicron virus going around and no doubt affecting employees, as well as their families you should be a little more sensitive and put on the shoes of other people. You got your money, right? who cares that you waited and received a couple of confusing emails. Please understand that there is "real people" on the other end. With the way this world is right now my friend were lucky we even have customer service to begin with. We are on the edge of a cliff with one leg off in a full jump. So enjoy your refund.....count yourself lucky you got it.
Although this will undoubtedly piss people off, I am only being real.
I'm really to sorry to hear about that, @Az Biker. The other person you referenced in the OP was eventually successful as well, and received the proper credit, from what I remember.
I'm really glad I always choose to sell our old phones on Swappa, when I don't keep one as a spare. So far - knock on wood - the only negative experience I had on Swappa was buying a used Pixel 1 128 GB that was supposed to be Google Edition for ~$50. It was Verizon Edition, and I could've sent it back for a refund, but there was no way I was going to be able to get a Google Edition for that low, so no real biggee.
wulfgarfang said:
wait. So you got more than you thought. All you really had to do was wait? That's what it is? So maybe with the omicron virus going around and no doubt affecting employees, as well as their families you should be a little more sensitive and put on the shoes of other people. You got your money, right? who cares that you waited and received a couple of confusing emails. Please understand that there is "real people" on the other end. With the way this world is right now my friend were lucky we even have customer service to begin with. We are on the edge of a cliff with one leg off in a full jump. So enjoy your refund.....count yourself lucky you got it.
Although this will undoubtedly piss people off, I am only being real.
Click to expand...
Click to collapse
I'm not ****ed off, but all he had to do was not just wait. It was contacting customer support on the not fun 200-year old rusting carousel of an experience umpteen times.
I wouldn't be happy with that happening to me, either.
wulfgarfang said:
So maybe with the omicron virus going around and no doubt affecting employees, as well as their families you should be a little more sensitive and put on the shoes of other people.
Click to expand...
Click to collapse
Please, people need to stop with the "virus excuse". You don't need this lame excuse when you're being a cr*ppy customer service. This has nothing to do with the current situation.
Companies need to get their sh*t together and do what they're supposed to do. If I used the same excuse at my job, I don't think my manager or my company would care much for it.
roirraW edor ehT said:
I'm not ****ed off, but all he had to do was not just wait. It was contacting customer support on the not fun 200-year old rusting carousel of an experience umpteen times.
I wouldn't be happy with that happening to me, either.
Click to expand...
Click to collapse
Yeah that was a ridiculous reply to a serious issue. How much time, effort and money was wasted on the myriad of contacts needed.
But that aside, I have an alternate reality... er experience. I have never had an issue sending in a device to either Google or Verizon and I've done it countless times be it a defect or a trade-in. Maybe luck of the draw. On my P5 trade I had the money in my account within a week of dropping it off at the PO. I didn't get the 4 bills plus but the quoted amount of $385 I think it was. I also got a beautiful refurb from a tier 2 CSR for a problem that was really not Google's. He was a really nice guy too. But that was before.
On Swappa, OTOH, I sold my mint P4 for a pretty fair price. The buyer bargained me down $60 and I said ah wft and sold it to him. Then I get an email with a telescopic picture of a slight rubbing along 1/8" where the case was. (an alcohol swab would have removed it) Still considered mint for all intents and purposes, I mean this was a gem. He said that rather than going thru a return if I gave him another $70 off he'd keep it. This is after paying for shipping, dropping the price, paying Swappa their fees, Paypal their fees so I reluctantly agreed but I'm sorry to this day that I did that. I believe this was hi MO but I did sort of let it go. Although I swore never again will I sell on Swappa. However, after this fiasco I might rethink keeping the device as a backup or figuring out a way to get it to Google where they can't claim this nonsense. But that's a year away about. Unless they come up with a face reader along with a FPR on the P7 which would make it oh.... 10 months? lol
I think really its the customer service thing... it is impossible to get ahold of anyone in customer service, and then your just waiting in limbo. The paperwork I received regarding my trade-in also said that it would be processed within 3 days of receiving. Its been a week since it delivered, and they still say that they are waiting to receive.
foobar66 said:
I had a similar issue with OnePlus tradein. I trade in a 'perfect' device (clean, absolutely not a single scratch, etc). Was quoted 320 euro. Sent the device to the trade-in partner. They claimed the device still contained my Google account (despite me having removed the account and factory-reset before I sent it). Zillions of mails and online support chats.
"Don't worry ... it will be solved sir ..."
Every single time had another support guy on mail/chat and had to repeat the same story over and over again.
Yeah right. After 4 months of trying and posting the story daily on OnePlus social media, threatening with legal action, even filing a police complaint, they simply decided to pay me 30 euro and that was the end of the story. After that they simply refused to accept any further mails/chats despite my formal complaint that I did not accept their offer.
No official reaction ever form OnePlus.
At the end, I was so tired of it that I "gave up".
Hearing your story, just wanted to post this here as well.
I don't even know with which obscure trade-in partner I was dealing with. They never wanted to reveal their true identity and kept hiding behind OnePlus despite them handling all online Q&A.
(apologies for slight off-topic)
Click to expand...
Click to collapse
Dude that sucks! The hopeless feeling of doing everything right, then realizing you're just a number to them hits hard. That's what I was feeling. I'm like "I've purchased 6 top end smart phones from google and blah blah blah.. " then I realize I by myself am nothing to Google. Not in a militant, entitled bad way, but I'm just a bottom line number in ink.
wulfgarfang said:
wait. So you got more than you thought. All you really had to do was wait? That's what it is? So maybe with the omicron virus
going around and no doubt affecting employees, as well as their families you should be a little more sensitive and put on the shoes of other people. You got your money, right? who cares that you waited and received a couple of confusing emails. Please understand that there is "real people" on the other end. With the way this world is right now my friend were lucky we even have customer service to begin with. We are on the edge of a cliff with one leg off in a full jump. So enjoy your refund.....count yourself lucky you got it.
Although this will undoubtedly piss people off, I am only being real.
Click to expand...
Click to collapse
I waited two weeks, ten business days, before I sent my first email asking what's up. That's patience enough in waiting twice as long as advertised.
If Google is facing greater trade-in times for whatever reason, they should update the 3-5 days stated on their website when you process the trade-in.
Not once did any of their correspondence mention delays related to COVID. This is Google over promising and under delivering. You're welcome to your own opinion.
I did everything I was asked within the time limitations, why should I ask anything different of Google?
Do you for a second think Google would "be patient and understanding" if you had waited 43 days after the trade-in period expired to send in your device? Not a chance.
If you drive through fast food, order a #4 combo, get to the window and they ask you to park in front. Thirty minutes later they bring out your food and say, be glad you got your food at all we've been short staffed for weeks due to COVID...You're fine with that? No, add a note about increased wait times on the menu so I know what I'm getting into BEFORE I commit myself.
BTW, customers are real people too, and instead of receiving a $400 dollar refund real people are charged interest while waiting 43 days for their refund or maybe real people were depending on that refund for other things.
Bottom line, you say I'll get my refund in X amount of time, either hold true to your advertising or update the X amount of time. It's called good business.
roirraW edor ehT said:
I'm really to sorry to hear about that, @Az Biker. The other person you referenced in the OP was eventually successful as well, and received the proper credit, from what I remember.
I'm really glad I always choose to sell our old phones on Swappa, when I don't keep one as a spare. So far - knock on wood - the only negative experience I had on Swappa was buying a used Pixel 1 128 GB that was supposed to be Google Edition for ~$50. It was Verizon Edition, and I could've sent it back for a refund, but there was no way I was going to be able to get a Google Edition for that low, so no real biggee.
Click to expand...
Click to collapse
Yeah, I have always used SWAPPA until this time. SHAME ON ME Swappa karma got me good
Ghisy said:
Please, people need to stop with the "virus excuse". You don't need this lame excuse when you're being a cr*ppy customer service. This has nothing to do with the current situation.
Companies need to get their sh*t together and do what they're supposed to do. If I used the same excuse at my job, I don't think my manager or my company would care much for it.
Click to expand...
Click to collapse
I realize in certain circumstances this exists. I moonlight as a mechanic at a local TREK bicycle shop and ordered a 2022 Slash 9.8 GX using my employee discount (20% off a pretty expensive bike). Ordered it in March 2021 received it November 23rd, 2021, as an employee, but customers were getting theirs first, so I get it.
These things are made overseas and shipping backlog, yada yada yada. So I'm not immune to understanding delays. But yeah, the canned "COVID delay" response is being abused way too much!
bobby janow said:
But that aside, I have an alternate reality... er experience. I have never had an issue sending in a device to either Google or Verizon and I've done it countless times be it a defect or a trade-in.
Maybe luck of the draw. On my P5 trade I had the money in my account within a week of dropping it off at the PO. I didn't get the 4 bills plus but the quoted amount of $385 I think it was. I also got a beautiful refurb from a tier 2 CSR for a problem that was really not Google's. He was a really nice guy too. But that was before.
On Swappa, OTOH, I sold my mint P4 for a pretty fair price. The buyer bargained me down $60 and I said ah wft and sold it to him. Then I get an email with a telescopic picture of a slight rubbing along 1/8" where the case was. (an alcohol swab would have removed it) Still considered mint for all intents and purposes, I mean this was a gem. He said that rather than going thru a return if I gave him another $70 off he'd keep it. This is after paying for shipping, dropping the price, paying Swappa their fees, Paypal their fees so I reluctantly agreed but I'm sorry to this day that I did that. I believe this was hi MO but I did sort of let it go. Although I swore never again will I sell on Swappa. However, after this fiasco I might rethink keeping the device as a backup or figuring out a way to get it to Google where they can't claim this nonsense. But that's a year away about. Unless they come up with a face reader along with a FPR on the P7 which would make it oh.... 10 months? lol
Click to expand...
Click to collapse
Yes. Swappa can burn a lot of time and knit-pickers can suck the life out of hoping for humanity, but I've been fortunate with the 4 or 5 devices I've sold on Swappa, and back in the day when turning in devices to VZW for an upgrade I never really had any issues.
What really burned by britches about Google was their canned "we're looking into it" emails. Really felt like I was gonna get the ol' shaft on this transaction, with little to nothing I could do about it either way.
shiftr182 said:
I think really its the customer service thing... it is impossible to get ahold of anyone in customer service, and then your just waiting in limbo. The paperwork I received regarding my trade-in also said that it would be processed within 3 days of receiving. Its been a week since it delivered, and they still say that they are waiting to receive.
Click to expand...
Click to collapse
I waited until the link showed they received the device before I started counting days. After ten business days, I started sending emails. Luckily I don't need the refund money per se (like depend on it) as others might be, but I did have it in mind to spend on last minute Christmas gifts to add to the kid's pile
android_dan said:
That's what I did with my OP8. It was worth more to me as a backup than what I could sell it for. And personally the last thing I would do is trade it in because of exactly stories like these. I mean I don't want to offend anyone but what were you expecting? To me that course of action had clusterfuc+ written all over it.
Click to expand...
Click to collapse
Maybe I was naïve in thinking that Google was big enough to meet their marketing and quoted timeframe. I had never been given a reason to doubt Google in the past with all the transactions I've done through their store. Trust me, I won't be making that mistake again
I'll let you guys decide who is Google and who is the consumer
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bobby janow said:
On Swappa, OTOH, I sold my mint P4 for a pretty fair price. The buyer bargained me down $60 and I said ah wft and sold it to him. Then I get an email with a telescopic picture of a slight rubbing along 1/8" where the case was. (an alcohol swab would have removed it) Still considered mint for all intents and purposes, I mean this was a gem. He said that rather than going thru a return if I gave him another $70 off he'd keep it. This is after paying for shipping, dropping the price, paying Swappa their fees, Paypal their fees so I reluctantly agreed but I'm sorry to this day that I did that. I believe this was hi MO but I did sort of let it go. Although I swore never again will I sell on Swappa. However, after this fiasco I might rethink keeping the device as a backup or figuring out a way to get it to Google where they can't claim this nonsense. But that's a year away about. Unless they come up with a face reader along with a FPR on the P7 which would make it oh.... 10 months? lol
Click to expand...
Click to collapse
That sucks! I learned when I sold our two Note 10+'s after we received our P6Ps that what I think is Mint is not, but I learned that before my posting was even approved, so I downgraded my listings to "Good". In my case, it was mostly slight damage around the charging port from where relatively blind attempts to plug the USB-C cable in took some trial and error.
Similarly, when I've really taken a good look at the outside of my door locks that were new three years ago, I can really see just much I missed the locks slightly with my keys. I wasn't happy the phones weren't mint - they'd been in OtterBox Defenders with tempered glass screen protectors since day one, but I still got nearly as much as mint models sold for on Swappa.
I also never, ever give a reduced price anymore no matter what. Take it or leave it. Every time I have (for other things in other places than Swappa), I end up regretting it, so I never do on Swappa. Basically, folks asking if they can get any $ off for any reason are just scammers themselves. Sure, there may be a few relatively innocents in there with valid reasons, but I've never been lucky enough to sell to ones like that. Relatively innocent folks don't ask for amounts off the price in my admittedly reasonably limited experience.
I have no idea how many phones I've sold on Swappa as they must only keep records for so long, or they wiped them out at some point because it's only showing the two Note 10+'s I sold a couple of months ago. I know I sold at least two or more other phones previously. I've bought two phones from there too, and as I said before, the only problem I had once was someone listed a Verizon Edition Pixel 1 as if it was a Google Edition, and it was a $50 phone so can't really beat that. It was just a spare phone at the time, anyway.
Now eBay...that's another subject. I'll never sell anything outside the country on eBay again. After years of avoiding it, about 8 years ago I thought what the heck, I'll try it. Scammed. I got my money first but had to lose my ~15-year old eBay account.
I normally don't buy new phones until the old one isn't supported anymore, so by the time I'd sell them they're not worth hardly anything, and I keep them as spares. I should find a way to donate some old phones, and only keep my two favorite (Pixel 1's) as spares.
Az Biker said:
Yeah, I have always used SWAPPA until this time. SHAME ON ME Swappa karma got me good
Click to expand...
Click to collapse
LOL! Laughing, and crying.
roirraW edor ehT said:
That sucks! I learned when I sold our two Note 10+'s after we received our P6Ps that what I think is Mint is not, but I learned that before my posting was even approved, so I downgraded my listings to "Good". In my case, it was mostly slight damage around the charging port from where relatively blind attempts to plug the USB-C cable in took some trial and error.
Similarly, when I've really taken a good look at the outside of my door locks that were new three years ago, I can really see just much I missed the locks slightly with my keys. I wasn't happy the phones weren't mint - they'd been in OtterBox Defenders with tempered glass screen protectors since day one, but I still got nearly as much as mint models sold for on Swappa.
I also never, ever give a reduced price anymore no matter what. Take it or leave it. Every time I have (for other things in other places than Swappa), I end up regretting it, so I never do on Swappa. Basically, folks asking if they can get any $ off for any reason are just scammers themselves. Sure, there may be a few relatively innocents in there with valid reasons, but I've never been lucky enough to sell to ones like that. Relatively innocent folks don't ask for amounts off the price in my admittedly reasonably limited experience.
I have no idea how many phones I've sold on Swappa as they must only keep records for so long, or they wiped them out at some point because it's only showing the two Note 10+'s I sold a couple of months ago. I know I sold at least two or more other phones previously. I've bought two phones from there too, and as I said before, the only problem I had once was someone listed a Verizon Edition Pixel 1 as if it was a Google Edition, and it was a $50 phone so can't really beat that. It was just a spare phone at the time, anyway.
Now eBay...that's another subject. I'll never sell anything outside the country on eBay again. After years of avoiding it, about 8 years ago I thought what the heck, I'll try it. Scammed. I got my money first but had to lose my ~15-year old eBay account.
I normally don't buy new phones until the old one isn't supported anymore, so by the time I'd sell them they're not worth hardly anything, and I keep them as spares. I should find a way to donate some old phones, and only keep my two favorite (Pixel 1's) as spares.
LOL! Laughing, and crying.
Click to expand...
Click to collapse
Now you tell me. Lol. It was a learning experience for sure. I'll take your good advice in the future. I usually keep my devices but these last two I unloaded. I swore off Swappa but with your experiences I think I can safely crawl back. Thanks. But I'm still p'od that I let him get away with that. I should have known better. But it's time to let it go and well.. (smack) I needed that.