[Nexus 7 General] pxlitup:
Yeah, I returned mine two days ago due to slight screen lifting and have called Google CS twice since, just trying to find out if the problem is fixed and if the defective units have been recalled from retailers before I decide to order another one.

The first interaction was pleasant, but the guy said he wasn't aware if this was a widespread problem. He asked someone about it, and was trying to help me, but when he came back he told me that there was nothing for me to worry about and that any problems with the initial run were surely fixed by now. It sounded like he was just guessing, so I asked him if Google has acknowledged that there were a significant number of units with screen lifting. And again he told me that as far as he knew this isn't a widespread problem.

Then I called again last night, and this time directly asked what was being done about the screen lifting defect. I added that I need some news that this is being addressed before I decide to order another one. The rep told me my replacement will arrive when it gets there. I said that I don't have an order with the Play store (bought mine at Sam's), and again stated that I am waiting to re-purchase from wherever I can find it until the screen separation issues have been addressed. When he heard that I didn't have an order, he was clearly annoyed that I had called. They must be pretty swamped, but my question isn't time consuming or difficult:

"What's being done about this?"

He gave me the political answer, that every launch has its problems, and that if there were any problems with the initial run they would be resolved by now. He added that as far as he knew this was not a widespread problem, and that he's only had a couple calls about this issue.

I referenced the poll on this forum: http://xdaforums.com/showthread.php?t=1785583

I told him that 40% of the people who answered that poll out of whatever # it was last night had experienced the same issue. Dead air.

It was pretty awkward from here on out because he didn't want to be stuck on the phone with someone who doesn't have an order. I did have an order at one point, but I cancelled it because I decided to pay less and get my unit a week early.

I tried not to sound frustrated and mentioned a post that I'd read by someone who had spoken to a Tier 2 representative. He posted that he was told by his Google rep that a minor recall had been issued to retailers, and that these defective units are unlikely to be on the shelves along with the second wave. I asked him if he could verify that for me.

He told me that escalations were for people with Play store orders.

Then I lost my temper a bit, and said "Are you really not going to tell me what's being done about this?"

Pregnant pause. Then he said that he had no information about this issue, and apologized, and his tone informed me that he was getting heated as well.

Then he quickly asked if there was anything else he could help me with.

I tried to take it down a notch, but our relationship had already soured. I told him that Walmart was the only place I knew that had the Nexus 7 in stock, and I asked him if there was a significant chance that they would still be selling defective units. I asked him to find out from someone whether this issue was only present in the initial shipments.

"Like I said," he began, "I've only had a few calls about this issue. Is there anything else I can help you with?"

I've never had a more unpleasant experience with the CS of any major company. Maybe I should have asked to be transferred to someone who would acknowledge that this problem actually exists, but that seemed rude. Although I'm writing angry, I was really trying to be polite at the time. I probably should have insisted on talking to someone more familiar with the issue.

Really though. With so many people experiencing this assembly defect, and so many articles being written about it on major websites, it's unbelievable that they haven't briefed the people working the phones. Google is obviously aware of this defect and how prevalent it is, and they're choosing to ignore it for PR purposes.

At least Apple acknowledged that there was a problem when they cranked out the "You're Holding it Wrong" PSA. They blamed the customer, but at least those dissatisfied customers had something to grab onto and discuss. Google is just a silent sentinel. They don't even tell people when they're shipping these things; it just appears at the door like a monolith. This is definitely the most uncommunicative launch I've ever partaken in.

I wish they would take a cue from Apple and just blame it on the heat. You're shipping it wrong.