yashsingh1/xdaforums huggingface dataset:
[Nexus 7 General] charco83:
So has anyone actually been successfully refunded?

I've just contacted Watchdog about this. I'd suggest others do the same: http://www.bbc.co.uk/watchdog/gotastory/

Phoning my credit card company tonight to have them demand the money back from Google.
[Nexus 7 General] Arthur Hucksake:
I refused delivery of mine weeks ago. Still no refund. I have sent three emails also.

What makes it worse is that they agreed to cancel over the phone and said it was done. When I got a shipping notice days later I was stunned.

Watchdog and some form of Ombudsmen it is.

The fact I also had to send back three faulty Nexus 7s to Tesco also, to get a good one in the end, has made me think about the switch to Apple hardware next time around. I'm not a fan of iOS or their kit generally, but atleast you know where you stand with them.
[Nexus 7 General] gavinfabl:
Contacting the credit card company is a must. That way you protect yourself even more.
[Nexus 7 General] eager27:
I sorted out my return with TNT earlier today, no one mentioned anything about a 'return number' but I will put it in - too much info is better than not enough!

---------- Post added at 03:00 PM ---------- Previous post was at 02:58 PM ----------

were these all from one order? eg did you order three devices all together, or are these 3 successive RMAs? I have 2 successive RMAs and the google person I spoke to told me explicitly not to send them together as each label is specific to a particular RMA.

This is all such a mess.
[Nexus 7 General] gavinfabl:
My rma has 2 device serial numbers on it.
[Nexus 7 General] eager27:
yours must be for two devices then :)

-----------

I actually found the RMA number on the front of the envelope in which the shipping label/ bag came. The RMA for the 2nd return is actually different, so I wil trust the Google Play operator and await another shipping bag.

---------- Post added at 03:16 PM ---------- Previous post was at 03:08 PM ----------

I'm not sure the people returning devices are at the consumer rights stage yet ... if they take the items back, and we dont get a refund, then absolutely yes, but right now we are in limbo.

I can definitely see how those who refused delivery would be in a better position to complain.

We've got 3 jurisdictions (US, Eire and UK), 2 departments of an international sales corporation (GP US and GP UK), a Manufacturer (ASUS) and an additional 2 contractors (Computer 2000 and TNT) to contend with here. It's no wonder the whole thing is a mess. Who said gloablisation of trade was a good idea (those darn neoliberalists ;) )
[Nexus 7 General] gavinfabl:
Actually it's just one , Google UK. The item was bought from them, transaction was to Google UK, and is governed by UK law. If you have a dispute notify credit card company too.

Of course if Google replace and or refund but take a bit longer, it's not great customer service or PR but it's still a resolution in the end.
[Nexus 7 General] eager27:
In terms of the consumer, you are absolutely correct, and this does not affect any rights as such - SOGA, its schedules and the Distance Selling regs are our protection. But what it does do is to cause a lot of confusion. Each level of contact brings with it its own understanding of how the customer/ seller relationship is governed, on a practical and legal basis.

As you say, resolution is all that we want. As long as our money is returned, then that is fine. And AFAIK, Google aren't making any indications that they wont pay us.

It is VERY frustrating though.
[Nexus 7 General] harmohn:
Each of the 3 devices have their corresponding RMA for return. When arranging collection with TNT, I ensured they record all 3 RMA numbers against the collection and subsequent delivery to Asus Netherlands. I'll pack each N7 with its RMA, then place all three boxes in my own shipper. ;)

Sent from my Galaxy Nexus
[Nexus 7 General] :
TNT packaging slip arrived today, so I'll be posting my first device back. Unfortunately have to source my own bubble wrap for protection!

It's basically one of those A3 size self seal tough plastic bags with the consignment note partially filled in.

Unfortunately I'll have to take a half day off work to wait for pickup because i'm not wasting my weekend!
[Nexus 7 General] eager27:
good luck with that. That's exactly what I was planning to do, but the Google Play chap told me absolutely not to.

I'll be keen to hear if you come across any difficulties with it. Did you have an RMA number, or several on the front of the envelope that the label and bag were sent in?
[Nexus 7 General] harmohn:
Oh I'm not expecting it to get any easier tbh, even with the Google Supervisor saying I can ship all 3 back under the 1st label I receive (which prompted me to make sure all 3 RMAs were assigned with TNT).

Can't remember if the envelope had any of the RMAs listed.

We'll see what happens :rolleyes:

Sent from my Galaxy Nexus
[Nexus 7 General] dalecook:
Struggling to get sensible answers from support, nit returned my two faulty n7's. I've found Google to be rude and ignorant at a time they should be apologiskng to disgruntled customers. They've failed to ship preorders in a timely fashion so it ended up being slower and more expensive buying direct than going to a local superstore, they've failed to answer direct questions, they're unapologetic, patronisingly rude, a bit dense, and oh so slow. They even got my name wrong. Just. Terrible. I'll never buy Google again even if that means forever waiting for OS updates from other manufacturers/suppliers.

Jeez I'm even thinking of going back to Apple. That's bad.
[Nexus 7 General] Warren_Orange:
I agree its been a poor show from Google play store.

Someone needs to ring the changes because they just aren't equipped for a release on this scale.

If they are serious about getting into hardware then they need a Google Play office over here in the UK with UK reps and get the logistics and CS all in the same building, so the left hand knows what the right hand is doing.
[Nexus 7 General] charco83:
The disputes section is shut until Monday. Google have until then. Can't say I'll be recommending buying any Google branded product again if this is the level of service they offer. First time I've ever had to raise a dispute about a payment. :mad:
[Nexus 7 General] gavinfabl:
I will buy one but not from Google but a bricks and mortar store. As soon as I can receive the return labels, get TNT to send off, google to receive and refund me, I will then buy again.
[Nexus 7 General] BIFFTAZ:
Got mine from carphone warehouse which was faulty with a screen lift on the left. Called them up & told them there was a problem with the screen, They asked if I could get to my local CW to pick up the replacement straight away. All within a hour :) Highly recommend!
[Nexus 7 General] :
Rma number was on the envelope the tnt wrapper came in.the enclosed instructions specifically said only the approved device to send.

Also have to pay to call 0800 number on mobile and explain to tnt you are not business and address is not Birmingham, weight dimensions,where is it going etc
[Nexus 7 General] olly2097:
Well, got my replacement 7, still haven't had my return label for the first one yet!

Played with it for a few hours now the screens lifted. Ffs.

That's another going back.
[Nexus 7 General] Dylan1312:
Rang about about a problem with mine 7 days ago and got the email, followed the instructions and completed the new order for my replacement. Since then it's not progressed past 'Google Commerce Ltd received your order', rang a few times and they don't have any ideas all giving different reasons, one guy had to fill out a form to reactive the hold on my card, another guy said that that hadn't been done but didn't need to be and was escalating to a specialist team to find out what's wrong.

The guys seem to be trying but they're working with limited information, getting frustrated especially after reading about other UK people getting it in a matter of days.
[Nexus 7 General] charco83:
I've taken to emailing them on a daily basis knowing fine well they won't respond. This is going to one epic blog. Phoning my credit card company tomorrow to sort it out.
[Nexus 7 General] :
Actually I received my 3rd device at the same time as the tnt envelope (but neighbour received it as I was out) - this was pretty much 1 working day as soon as Google acknowledges your case 'requires a specialist' either via email or phone. All is good so far, no screen raise and other faults, however it has only been a few hours since I switched it on so I need to run some games to heat it up and see...
[Nexus 7 General] charco83:
Phoned the disputes department who have asked I give Google until next week so that the 15 days will have passed. After that they'll raise a dispute against Google.
[Nexus 7 General] GlenH:
I just tried to get TNT to pick up my faulty N7 (shipping labels arrived after a week and a half, not the assured 2 days) - they refused to take it without a return number and insisted that the RMA number wasn't the return number as it needed to be 9 digits and the RMA was only 8.

Google play support have no idea what they are on about.

It's a total farce.
[Nexus 7 General] dancerock:
hope to buy a 7 at UK for the next month:laugh:
[Nexus 7 General] rob61280:
Hi Glen, Thanks for the info, please could you update the thread when you've spoken to GP? I've sent mine back using the RMA number and now worry that it will get refused when it reaches ASUS in the Netherlands.

Cheers

Rob
[Nexus 7 General] :
I didn't have to quote RMA to TNT at all.

Attached is the letter that came with the TNT tough envelope and the partially filled in consignment note.

When phoning up TNT they ask questions about

Sender's account number (already filled in on consignment note)

Collection Address

Where it is going (ASUS, netherlands adress filled in on consignment note)

Goods description, number, weight and size

other consignment details
[Nexus 7 General] ten_fold:
Much the same story for me, phoned and cancelled the order to be told it was done, then received the shipping notice the next day. So went ahead and refused delivery and can confirm it was signed for by computer 2000(their distributor) on the 24th July, it's now 15 working days and still no refund.

So yeah, got until tomorrow afternoon when i finish work to return my money or i'll be pursuing my money back through my bank, and complaining to whoever i possibly can about the way this has been dealt with.

Definitely will not be buying a physical product from the Play store ever again.
[Nexus 7 General] gavinfabl:
Nothing in post from Google. Tomorrow is last day. I just want the address and I'll send back by royal mail special delivery. And Google will have to pay the postage.
[Nexus 7 General] olly2097:
How long does it take for the return envelopes to come through? Google has 400 quid (two faulty tablets) of my money on hold. Worried now! How long is this hold left on for?
[Nexus 7 General] eager27:
that was the same as my experience too. No extra numbers or missing details requested. it was very easy. The parcel was picked up yesterday by TNT. Just awaiting my second return envelope now.

For those wishing to send themselves because they havent received an envelope, the address mine was returned to is:

ASUS

Marconistraat 2

Emmen 7825 GD

The Netherlands

I cant see what the issue would be doing this, provided proper details are given - all of which are on the RMA document sent by GP anyway.

---------- Post added at 10:29 AM ---------- Previous post was at 10:26 AM ----------

Those who received RMA replacements last week (thursday) ... have any of you had an update on your Google Wallet details yet? Or a charge authorisation on your credit cards?

I've still got nothing at all. I hope this doesnt mean another one will turn up. Now that would be funny.
[Nexus 7 General] charco83:
After 7 days Google replied...telling me how to return my device rather than answer my question about why the supposed refund wasn't at least showing up in my Google wallet!

I've sent them some feedback about their customer service. Google have handled this whole thing terribly. Never again!
[Nexus 7 General] harmohn:
I managed to check with TNT, and my consignment containing 3 faulty devices were signed for my Asus Netherlands; great, hopefully will be refunded within 14 days without further hassle.

Speaking of which, I received my 4th device (3rd replacement) from Google today - it had the worst screen lift of them all!!!

I'm waiting to speak with them now - I've totally had it with the lack of quality assurance on this device, full refund with no replacement this time; a shame as I really liked the idea of the N7.
[Nexus 7 General] olly2097:
Received my 3rd nexus today. So far solid......

However. I still have two others sat on my table with no return labels! Had the first nearly two weeks now. Ffs Google...
[Nexus 7 General] gavinfabl:
So I week after contacting google again , no return labels. A call into google, now told need 2 RMAs one for each device. The faulty device has to go to the Netherlands the other to Computer 2000. Still no eta on when the labels are going to arrive.

Going to speak to credit card company now. Google are useless! And that's being polite.
[Nexus 7 General] jonkrav:
In the same boat, I have two Nexus's to send back and still no return label, I've been told my time has been extended and I've been put through to a specialist bla bla bla.
[Nexus 7 General] lininjim:
I'm still waiting for my returns label too, replacement Nexus came last Friday (10th) no label yet. I phoned yesterday to ask what was going on to be told it should have come (duh) so he re-issued the rma that should trigger another label......

We'll see!
[Nexus 7 General] eager27:
TNT tracking shows my 1st RMA was received by ASUS NL yesterday. Bank account shows the charge has been lifted. Phew.
[Nexus 7 General] bucksexington:
Regarding return labels in the UK: I phoned up after six days and was informed I'd need to just post it myself and given a postal address. The girl took note of that fact I was returning a device they'd sent after I tried to cancel, and said I'd probably get a refund.
[Nexus 7 General] Warren_Orange:
That is rubbish. Posting to the Netherlands will cost a fair bit fully tracked.
[Nexus 7 General] origin_of_symmetry:
Why am I feeling a strange case of deja-vous? I'm curious to find out whether the time has indeed been extended so I'll be checking my credit card statement online in the next few days to find out. They'll be hell to pay if they've charged me after assuring (several times) that I wouldn't be charged. Let's just say I have little faith in their systems if they can't even arrange TNT to send us some shipping labels!

I'm beginning to think these "specialists" live with unicorns and fairies. Completely mythical creatures they talk about but don't actually exist and you never see any evidence of them. I certainly haven't been contacted by any of them in the weeks I've been trying to resolve my issues.
[Nexus 7 General] olly2097:
Anybody think we should all contact BBC watchdog?

This is by far the ****test service I've had off any item purchase. Google is a global giant and acts like a start up company.
[Nexus 7 General] dantay999:
I've sent back 3 units to computer 2000, the first of them was signed for 3rd of August and I've still not seen a refund of any kind! Sent 9 emails and been escalated twice, loads of calls and different stories from lots of advisors, still no idea when I'll get my money back. It's been by far the worst on-line purchasing experience I've had and is quite frankly laughable. I've never received on of the 'golden tickey' TNT return labels and have had to pay £7.55 for the privilege of sending each piece of crap back. I will never buy any hardware ever again from google!
[Nexus 7 General] charco83:
If it's been more than 15 days since received then speak to your credit card company. 15 days up on Monday and I'll be speaking to mine. Google are utter, utter scum. I've advised anyone who's asked me NOT to buy Google products. Terrible QC and no after care whatsoever. The ****iest service I've ever had from a company in my life. Google should be utterly ashamed of themselves. :mad:

Hope Watchdog run a story on this one.
[Nexus 7 General] harmohn:
deleted.
[Nexus 7 General] bucksexington:
I had to send it to Leicester in the UK. It cost £9 all in.
[Nexus 7 General] origin_of_symmetry:
Hold on... we have to pay to send these back???

I thought the returns labels were pre-paid? Or does it depend whether it's a faulty return or not?
[Nexus 7 General] compact_bijou:
Depends where you buy it from as to what the returns process is but all sales in the UK are covered by the SOGA and the DSR.

Where people screw up is not knowing their rights when confronted with someone in a call centre talking bollocks.

The wording of any complaint with regards to returns is simple if you've bought something online:

I wish to return the goods under the distance selling regulations is all you have to say. Anything else and you're into SOGA regulations where different rules apply.

Tesco do a swap out on the doorstep, no funds booked on a card, nothing, which is why I bought mine there.

Caveat Emptor ;)
[Nexus 7 General] Warren_Orange:
We are talking about faulty goods here, not DSR. If it was DSR then returning out of your own pocket for a full refund is the norm.

So if its a fault Google have to pay for return shipping. If you have just changed your mind (DSR) about the product you yourself would have to bear the cost of return shipping and you would have to return within 7 days.
[Nexus 7 General] charco83:
It took Google over a week to tell me where to send this so I wasn't questioning about the £7-8. Can't wait until Monday when I can get the card company to take this up. Google have gone back to ignoring me again. Woeful.
[Nexus 7 General] eager27:
I called Google Play today as it's been a week since I received my 2nd RMA device and no shipping label has been forthcoming. Believe it or not, they have no record of me being sent a 3rd Device! Brilliant.

Anyway, if you are waiting for a returns label, and you havent called GP yet, you should. The call triggers a hold on the 21 day payment period. I have been told this three times (in fact, it is the only thing that they have said consistently). My experience from the 1st RMA is that this does eventually result in a shipping bag/label being sent.

This does seem to be an issue with communication between GP and TNT (through Computer 2000).
[Nexus 7 General] marsexpress:
My Nexus 7 has gone faulty.

Oh well. After reading about all the problems with Nexus 7s I felt relieved that I had a good one. Well just today my speaker/s have gone. Sound has become crackly and horribly distorted above 50-60% and hard to hear anything below that.

Genuinely have no idea how the hell it has happened because I have not been using the speaker hard at all, I haven't even really played much sound as I've mostly been web, greader, muted games and tweaking. I've never dropped it or got anything in the speaker grill.

Couldn't tell if it's something loose or actually broken but I've had no choice but to RMA it-I wouldn't risk opening it up myself.

Process has been mostly painless so far-first fella sent me a replacement link that led to a US shopping cart (I'm in the UK) but a quick 5-10min on the phone again sorted that so I await my replacement.

Couple of things to note: I was rooted with a custom kernel and encrypted but I've flashed the factory image and relocked the bootloader and problem is still evident so definitely not software.

Secondly my screen was ever so slightly lifted on the front left side-only by a fraction of a millimetre, not enough to bother me so we'll see how the replacement fares.
[Nexus 7 General] tomjon123:
Just returned from my trip abroad and seems like this thread has become pretty lively.

Here is my update.

After leaving the country on 06/08 and speaking to Mike at Google support I was told he had passed the case on to the 2nd tier of support. On the 07/08 whilst abroad I received an email from this team confirming that a shipping label had been dispatched and it would arrive within 3 working days. Returning from my trip on 15/08 I found that there was still no shipping label (I can't say I was really too surprised)

I emailed google support first of all as I was asked to do so in the original email but I didn't receive any reply. Yesterday I called google back an was told that TNT had messed up and my label had been delayed. Now I knew this was not true as in previous posts (page 6) I found out from TNT that they don't actually send out the returns labels and google do. The Guy at Google (Bo) seemed positive that TNT where responsible and would not have it any other way so I conceded on that call I wouldn't get anywhere.

I spoke to TNT again and they confirmed the exact process that those who have received their returns labels should follow (as highlighted in the later posts in this thread). I decided not to call Google back immediately as the 21 day returns period (for me) elapses within the next 24 hours so I will wait to see if Google take the extra £199. I did send an email allowing a further 7 working days for Google to solve the problem on their own before I report them to trading standards. I also confirmed that once this issue is resolved I will be sending them an invoice for loss of earnings charge at my hourly salary rate (for the time I have spent on the phone about 3 hours). I'll allow this time for them to sort the issue before calling back (unless they charge me the £199 of course).

Now from reading the forum posts since being away and what I have been able to find out from the various calls I have made I have come to the following conclusion.

1) Google support have absolutely no idea of the returns process for faulty goods and seem incapable of finding out the process from other departments within their own contact centre. They also seem unable to reply to any sort of email (or choose not to)

2) The process in place for faulty returns seems to have recently been put in place and this is why.. I registered my complaint on 24/07/2012 and, an RMA was generated on this day. From reading the forum posts the majority of those who have now received returns labels seem to have had RMAs generated in August. My guess is that returns labels are requested at the time the RMA is generated and this process is automated. When I personally registered a complaint this process had not been developed. Because Google support are not able to fix this manually (as we have seen) I will never receive a returns label for my current RMA

3) In order to solve this after 7 working days I will contact google again and request a new RMA number and will kick off until this is done. I am confident that this would solve the issue for those who have still not received their returns label.
[General Questions and Answers] singhtjay:
I have an Infuse 4g SGH-i997 and I recently flashed it to the new JellyBean Rom here: http://xdaforums.com/showthread.php?t=1776129 . I followed instructions and even flashed GAPPS right after installation. When I use google voice, it hears me speak and displays the blocks, but doesn't recognize when I stop talking. Furthermore, it doesn't convert those blocks into words, those blocks just sit there. How do I fix this so google voice recognizes my voice? IF i type something, it works fine.

Thank You.
[General Questions and Answers] Theonew:
Your mic may be oversensitive. Try searching for a file in /system/etc/sound/ *device name*.xml. The input value may need to be increased (it worked for another device).
[General Questions and Answers] singhtjay:
Thanks for the help but the sound folder does not exist in the etc folder.
[General Questions and Answers] Theonew:
You'll have to find a file which controls the mic volume then and edit the value.