yashsingh1/xdaforums huggingface dataset:
[Nexus 7 General] gavinfabl:
That doesn't sound good. I might just ask for my money back if I don't get TNT label by Thursday. Nothing should be this painful .

---------- Post added at 09:34 PM ---------- Previous post was at 09:33 PM ----------

Ring them. Emails are a waste of time.
[Nexus 7 General] Warren_Orange:
Hi signing in.

I've just rang Google CS and initiated my replacement. I got one of the first batch with left hand screen lift. I ummed and ahhed about whether to just put up with it after reading people getting replacements that were worse than their original one.

Now I have noticed that slight pressure on the left hand side causes bad screen ripple. I really don't see why I should put up with a tablet were I have to make a mental note not to touch a certain side, that is just madness for a tablet. I usually sell my older hardware to buy new hardware and I would have difficulty selling it in the future with this problem.

So bottom line is I want a defective free device.

I have just received my email with the replacement link. A few clicks later and the ball is rolling.

I really hope I get a flush screen this time.

I must say that people should just ring up and not email. I was put though in 15 seconds and it took only 5 minutes to get everything sorted.

I rang 0800 328 6081
[Nexus 7 General] olly2097:
Just as I typed that I got a gmail.

Guess what. Despite buying with my account which I've used to make countless app purchases Google has now decided they have no record I ever bought the effing tablet off them. Seriously? They must be ****ting me. Apparently my account isn't linked to that purchase???? Eh???? Could have fooled me.

I've just taken countless screenshots of my Google wallet transaction and order numbers and mailed them back.

Crap.
[Nexus 7 General] ten_fold:
Wouldn't risk trying to get a refund out of them, my money still hasn't turned back up and i refused delivery on the 20th of last month.
[Nexus 7 General] origin_of_symmetry:
Just thought I would add my experience to this thread....

I pre-ordered my 16Gb back in June and received it in July. My initial thoughts were of pure joy and elation, even though Googles customer information left a lot to be desired (emails non descript, no information on delivery dates at pre-order when other companies were shipping etc) but I put that to the back of my mind.

A few days after receiving my tablet, I noticed the screen separation issue. After doing a bit of research online and not wanting to fix the issue myself, I contacted Google Support by phone. The guy was very friendly and helpful and immediately offered to send a replacement, which was dispatched the next working day and I received it the following working day - so far so good.

Except this tablet also had the screen separation problem! :(

So, I rang Customer Support again, to be apologised to saying they were aware of a faulty batch of tablets and assured me that they would escalate my issues to a "specialist" and I should expect to hear from them soon.

A few days passed and I heard nothing, so I called again, explaining I needed another replacement and two returns labels. They promised to arrange the replacement immediately and told me to be patient with the labels and that they had issues with TNT.

We are now a week later and my new replacement device has not even shipped yet! I called them today and they have no idea why it hasn't shipped and they also don't know when I'll receive my returns labels. They have again assured me my issues are with a specialist who will be in touch but I must be patient as they are very busy right now. They have also told me I won't be charged for not returning my faulty tablets.

I have nothing but positives to say about the guys I have spoken to. All have been friendly and polite and as helpful as they can be, but Googles systems are quite frankly rubbish. How can they not whip TNTs butts into gear and get them sending return labels? How can they not know why my second replacement tablet hasn't shipped. I think they woefully misunderstand the issues here and they really need to get their act in gear.

I appreciate products have issues, especially mass-produced items. I have no issue with my Nexus 7, other than the dodgy screen. I'll quite happily take another off them providing it's fault-free. But I will never ever be buying anything from their online store ever again. Next time I'll be buying from someone reputable that I know I can trust not to balls up a simple return and replace!
[Nexus 7 General] jonkrav:
Still no label here...
[Nexus 7 General] julien.me:
Still waiting for my shipping label too and they simply don't respond to the emails I send them :|

It's too bad I don't care if I have a faulty tablet sitting at home, as long as they don't charge me for it...
[Nexus 7 General] WibblyW:
For anyone still to buy, my experience having bought from Tesco online is they offer what is in effect a 28 day version of the DSR so I just said I wanted an exchange and they are to swap units at my doorstep, next day, with no delivery charges :)

I waited until they were out of stock, now back in stock hopefully from a new manufacturing batch, so glad I had the 28 day option.

So they are recommended.

The problem with Asus saying they've fixed the problem in manufacturing is (assuming they have) nobody knows how long it takes to purge the current stock from their warehouses, distributors and retailer's shelves. Hopefully not long given the success of the product...
[Nexus 7 General] eager27:
I'm hoping that's why this second round of RMA replacement devices is delayed. Hopefully Google are waiting for the new 'fixed' N7s before they send out replacements.

That doesn't explain the lack of shipping labels for the first lot thought. It would be great if they just give up and let us keep them! I can feel some eBay sales coming on if that's the case.
[Nexus 7 General] FattiesGoneWild:
Can you take another clear picture of the same angle as the first? I would greatly appreciate it. Think I have some slight screen lift on mine. Would like to compare.
[Nexus 7 General] Warren_Orange:
Hi.

I rang Google CS Tuesday night and requested an RMA due to screen lift.

Today I have received the replacement, but got no confirmation email of dispatch. I really hope this is a good batch.

I'm still at work so not had chance to inspect it.
[Nexus 7 General] tartloch:
i made a rma and ordered an replacement on the 1st of august, got a confirmation email but as yet replacement has not been sent and no label to return. phoned google cs yesterday and said they could see no issues to why there was no update on order, should get label within 1-2 business days.

wait and see what happens
[Nexus 7 General] MattSkeet:
I'm going to wait till 16th of Aug when Argos is going to have theirs in stock .wouldn't be surprised if that batch would be a revised one .... and its a lot easier to replace or return if anything happens
[Nexus 7 General] generationgav:
Tesco were in stock for an hour or so this morning; but OOS again. My theory is that it's a returned batch they've put back into the stock systems (a few people have had used units from Tesco)

I've got 2 weeks left before mine has to be returned, so hoping the new batch is easily purchasable by then, else I'll be Nexusless for a bit...
[Nexus 7 General] eager27:
How bizarre! Just as I read this, but my (2nd) replacement turned up. The information got no shipping information either. Just about to open and see if it's better.
[Nexus 7 General] jamaro1985:
Think I responded to you over at HUKD as well - I phoned them after you mentioned it could be returned stock. They assured me it is a brand new device. I phoned up yesterday with regards to my exchange and the lady on the phone said to sign up for 'stock notification' email because the next batch is a limited number.

So hopefully this is the case. Whether the stock is from the original faulty batch or a new improved batch is unknown.
[Nexus 7 General] Warren_Orange:
Good luck :good:
[Nexus 7 General] eager27:
sorry about the bad Swiftkey editing there!

I can say that this is definitely a totally different tablet. The left side is solid and below the silver edge. This is much better from the start. The other 2 I have had have had a raised side from the beginning.

I;m pleased so far. Fingers x'd it doesnt rear its ugly head later on.

Still no shipping labels though.
[Nexus 7 General] jonkrav:
Got my replacement today, Still no shipping label but I can see some light bleed again. I guess its common with these, its the best out of the 3 Nexus's I have though.
[Nexus 7 General] Warren_Orange:
Well done. Looks like you got a good un' :)

Firstly though, I didn't get mine in a box like the original, it was just in a jiffy bag. Did you get yours in a jiffy bag?? Some of the edges of the Nexus box where slightly bent :mad: Never mind.

I've just opened mine now. Looks really good and totally solid around the edges. No screen lift whatsoever.

I switched it on (because that is the 2nd test!) and the screen intially had bad burn in (oh no!) , but after a few minutes it all disappeared and now the screen looks great. I can't see any dead pixels too!

I'm so glad I decided to RMA my Nexus 7. This is the Nexus 7 I wanted. Sexy, but also solidly built.

I'm very happy now.

---------- Post added at 06:31 PM ---------- Previous post was at 06:15 PM ----------

Damn I spoke too soon. The top left is slightly lifting.

Ah man what a bummer.
[Nexus 7 General] eager27:
All 3 that I've received have been in jiffy bags. No extra protection at all. The boxes have all been slightly dinged on the corners. Not the most suitable packaging given the tablet is unprotected in the box!
[Nexus 7 General] origin_of_symmetry:
Got my third Nexus today too.... it's so much better than the other two! There's no screen separation at all and it feels so much more solid! I'm thrilled and over the moon!

I received no dispatch confirmation email for it, but I really don't care. I've got it, it's not got the fault (nor any other I can see) and that makes me a very happy chappy. :good:

Still no returns shipping labels for the other two, but can't have too much good stuff in one day I suppose.

I just hope it stays fault-free. (Fingers crossed for me and for you all too! :fingers-crossed:)
[Nexus 7 General] Warren_Orange:
From the looks of it I have got an older serial than my first one. How do I tell if its a new batch? My screen is still raised on the left.
[Nexus 7 General] baggy247:
A couple more clearer pics for you... still no return shipping label after 16 days and 2 phone calls to Google about it.
[Nexus 7 General] Warren_Orange:
I think I'm going to keep this one.

It does have slight screen lift on the top left, but its not spongy. My original Nexus 7 had a bad bulge straight from box opening that was very obvious and was very spongy.

I really don't want to return this to receive a third the same.

Also, I have paid for my first one and have a hold of £159 for this replacement. If I set up an RMA again I will have another hold on my card for £159.

The first one is obvious screen lift. The 2nd one less so but it is still there. They claim in the RMA email that they inspect the returned units on receiving them. I'm just worried they may not deem the 2nd one as screen lift and charge me.

And if I get a 3rd unit and there is another hold everything starts getting messy.

I think I will sleep on it.
[Nexus 7 General] baggy247:
Smidgen of progress here... I called Google once again, the girl was very apologetic and looked through the system at what's been going on. She said its a known problem that TNT aren't sending the return labels out and she advised me to give TNT a call directly and explain the issue. Why I have to sort this out myself I don't know but I'm past caring at this point and she gave me the phone number anyway.

I also asked about being charged if I was unable to return it within the 21 days and she said that since its a known issue and she can see from numerous emails and calls that its their fault it hasn't been resolved, they will absolutely make an exception and to not worry about being charged for it. She then said that she would pass everything on to a specialist to make sure of it.

I decided to give TNT a call even though its pretty late, but they said I need to call back between 8am and 8pm, as the team that deal with this are available then. He did seem to be aware that they deal with Google shipments and returns though so I'm hopeful that when I call again tomorrow they should be able to sort things out.
[Nexus 7 General] charco83:
STILL waiting for my refund and Google have gone quiet on me. They advised they refund within 24 hours of receipt...apparently not. I'll give them the full week before speaking to my credit card company. Shocking service from Google and the last time I'll buy their devices through the Play store. Honestly never had such a bad experience from a company before.
[Nexus 7 General] tartloch:
another one who received an nexus 7 today after phoning google cs yesterday, never got a email to say is was dispatched.

this is my 3rd (2nd replacement) and is flawless and by the serial was from an earlier batch

all three sent by tnt, 1st was in box with packing other two were in jiffy bags.
[Nexus 7 General] gavinfabl:
Got my replacement yesterday via TNT also in jiffy bag. But no return label.

Just rang Google . Told referring to specialist to inform them no shipping label. If I have to call again on Tuesday to chase label I will return both units and wash my hands of Google and the nexus 7. Life's to short and I have better things to spend my time on.
[Nexus 7 General] WibblyW:
Isn't that illegal if they're doing it deliberately? I mean for new purchases off their web site? New must be new as far as the consumer is concerned. However if I'm getting an exchange due to faulty product they have the right to offer me a repaired unit. So they would have to be segregating their stock for new vs returns. I'd like to think they were out of stock so quick because of their backlog.

Actually a PROPERLY referbed product is usually the best in my experience. There seems to be more manual checking that it meets spec :)
[Nexus 7 General] gavinfabl:
After I finished my chaser call with Google customer support, my wife pointed out I shouldn't have had to be chasing all the time.

I just decided I had had enough. Sent email to Google saying their customer service was dreadful. Then phoned them back and said I was returning both, as I had lost all faith in their company. A RMA for the return of both the faulty and new one has been issued, but guess what, the return label takes 2 working days. It's not emailed. It's posted by royal mail ! As its a TNT label. Apparently the cancellation RMA automatically triggers the return label, so why can't the faulty return do the same.

I must admit, I'll not believe anything until the return label appears in the post.

As a matter of precaution, I will be speaking to my credit card company later today to advise them as well.

Never has buying a new gadget been so difficult.
[Nexus 7 General] townsejl:
Hi,

I just wanted to add my experience to this thread.

Original unit was defective which was replaced within 2 days with a perfect unit (credit to Google with their speed on this considering the shortage of units). However from that point the service has plummeted as far as shipping the defective device back to them.

Originally I was told the shipping label would be in the box with the replacement unit - FAIL

Then I was told it would be sent out within 48 hours separately - FAIL

I have now been told to speak directly to TNT who did say that they would be happy to collect the device if I could give them my RMA which I do have but also the Google account number used for deliveries/collection which I don't have. After speaking to Google again they have now said to wait for TNT to send the label out as the agents don't have access to the account number - FAIL

I must have spoken to Google about 5 or 6 times in the past two weeks (since the replacement unit turned up). They are always very friendly but I think the problem is that they're geared up to sort out issues in the states and not over here.

So all we can really do is wait for the labels, and then see if they honor the '21 day period from when you recieved the shipping label' that they keep telling me is their policy - I'm not 100% convinced.

The upshot of this being - Nexus 7 - fantastic device, but Google (UK specifically) support - terrible.

Apologies for the rant - at least I feel better for that now :good:
[Nexus 7 General] eglons:
I cant see how the RMA triggers the return label, I got my RMA on the 1st August when I asked for the replacement, the replacement turned up yesterday... still no signs of the label... onto my 7th call to them now, sounds to me like the system is broken and that it will take a while to flush through. I'm off on holiday for 3 weeks tomorrow so wont be able to return it within the 3 weeks. Just to calrify some dates:

The replacement confirmation email said this

"RETURN YOUR ORIGINAL DEVICE

You’ll need to return your original device to our service center. Additional charges for the full price of the device will be incurred if our service center doesn’t receive your original device within 21 days of this email."

Which means 21 days from order!

3. You'll receive a return shipping label within 48 hours of your replacement device. Use this label with the shipping container used for returning your original device.

So they are at least consistent in their communication here... but so far it doesn't sound like anyone has got a label!

I'm not going to worry now, my replacement is setup and working fine and the other one boxed and awaiting help from them to return it. They have a raft of calls logged against my account and my CC company can handle anything after that.

They've lost a lot of goodwill here though, and I'm guessing it's down to TNT not Google, although someone within Google should be jumping on this and emailing affected customers to a) tell them not to worry about the card charge and b) explaining what to expect next.
[Nexus 7 General] WibblyW:
Looks like Google UK haven't got their logistics with their partners quite sorted out. Shame, as you'd normally hope dealing with the manufacturer would be better. Problem in part is they are NOT the manufacturer, in the US or the UK.

That's one benefit of buying from a retailer... another 'thoat to choke' when things go wrong. So retailer first (who I think have the legal responsibility to sort you out as the folk you bought from), and if that fails, appealing to the goodwill of Google and or ASUS to get a unit replaced/repaired if all else fails.
[Nexus 7 General] Brac20:
I decided to return my first unit.

Just something people might like to know. They send the replacement to your default delivery address NOT the address you used for the original (if they are different). I also got no shipping email. I just happened to be at my parents house for an hour yesterday when a TNT van pulled up, it was a bit of a surprise.

Unfortunately my replacement has the screen raising issue so it's going back aswell. But when I rang google the serial number of my second device wasn't linked to my account so it to ages on the phone to do the RMA.

Waiting for my shipping label now. I just hope the third nexus is flawless.
[Nexus 7 General] :
Yup, sounds familiar :banghead:

2 faulty devices, waiting for labels and third to arrive. Emails are shockingly ignorant at times.
[Nexus 7 General] eager27:
YES! My shipping bag/ label has arrived today. Finally.

Now ... I have more of a quandary.

I have one shipping bag, and 2 separate defective N7s to ship from different RMAs. The bag is big enough for both. There is a consignment number and an account number allocated to the label.

Should I just pop them both in the bag and have done with it, or just send the original and wait for a second shipping label? (this is rhetorical, as I know only Google can answer the question)

I know that calling Google will just cause more confusion, and I will undoubtedly get a different answer depending upon the time of day, operator, weather etc ;)

My only worry is that the label is device specific, and sending two will result in one going missing in action.

Those Googlers dont half make things over-complicated, dont they!
[Nexus 7 General] MattSkeet:
Send only one ... necer send both even though you could. They will scan label against device . If you put 2 in there one is just gonna go either missing or sent back to you .if the return label is not printed and shipped in their system they won't know what to do ....
[Nexus 7 General] eager27:
Google Play say only one device per label.

So I've now got to wait for another shipping label. Which is fine, now i know they do actually sort it ou tin the end.
[Nexus 7 General] Bosio91:
Where did you contact Google? To which address did you e-mail them?

Thanks :)
[Nexus 7 General] eager27:
I use the freephone number that is on the Google Play paperwork that came with the N7. That wouldn't work in Croatia though. You can email Google from the google play store help pages, but dont expect a speedy reply.
[Nexus 7 General] origin_of_symmetry:
That's good news, hopefully that means the rest of us should get ours through soon :fingers-crossed:
[Nexus 7 General] rob61280:
Important return shipping information

Having finally received my return shipping label from Google I phoned TNT to arrange collection, After giving them the senders account number they told me there had been a mix up and they couldn't return the device. They gave me Googles telephone number so I rang them. John from Google was adamant that TNT should collect the device and it was TNT who had their wires crossed (he was right).

I rang TNT a second time chose option two on the phone. The lady took the account number and my details then asked for a return number, Google don't supply this with the return packaging. It turns out the RMA number is the return number, upon taking the number I was instructed to write it in the customer reference section of the shipping label, the lady then arranged for the package to be collected some time today.

So make sure you have your RMA number handy when returning the device and write it on the Customer reference section of the return label or it will be refused at the other end.

Google really need to sort out their delivery/returns process in the U.K. the staff who provide customer service are polite but the process for returning devices is frustrating and incomplete.

EDIT: TNT Just Collected the device

R
[Nexus 7 General] harmohn:
I've 3 devices that need returning & a Google "Support" Supervisor said I could return all of them under one TNT label (when I get it); nor sure if that's such a good idea now :confused:

Edit: got a return label in the post. Think I'll be using a larger return bag for shipping my devices back. Finally!!!
[Nexus 7 General] jamaro1985:
I emailed Google about the issues and are they working on it, I got this reply:

Hi James,

Thanks for writing in.

All issues are worked on being fixed.

If there is anything further we can assist you with, please feel free to

reply directly to this email or visit our help center at

http://support.google.com/googleplay/bin/request.py?contact_type=contact_policy&policy=hardware

Regards,

Colin

The Google Play Team

They replied within a hour to be fair but still not quite the information I was looking for.
[Nexus 7 General] baggy247:
So I called TNT and guess what? They told me to call Google again... its Google who should be sending out labels or giving me the details I need to arrange a pickup. So I called Google once again and this time they said that there had been delays with the labels, and they were going to start a new RMA since the old one was from 17 days ago. I now have the new RMA email and I should get a shipping label in the next 2 business days; safe to say I'm not getting my hopes up.