yashsingh1/xdaforums huggingface dataset:
[Nexus 7 General] aristoc:
Could you please walk us through the exact measurements and deductions you've made, with the back off, in order to arrive at the conclusion that it is a design flaw rather than a manufacturing defect?

I'm really not trying to be a prat here; I'm genuinely curious to learn what insight has led you to such a strongly asserted claim.

More than anything, I'd love to know your theory (given your understanding of the alleged design flaw) on why these screens are lifting in the first place?

John
[Nexus 7 General] angellsl:
How long has it been since you "Fixed" it? One day, one week, or one month? Did you do some stress tests on your nexus 7? e.g., heat it up by continuously playing some intensive games like modern combat 3 for hours, or by running some long benchmarks, etc.

I'm kind of dispointed to see there are some many screen lifting issues for a flagship device, bad for android. Mine is coming on Monday, but I will be most likely return it within the 2 week return period. Too bad, I cannot cancel it due to the odd rules from staples.
[Nexus 7 General] angellsl:
Thanks. I have decided too give my n7 a try when it comes Monday.
[Nexus 7 General] eager27:
It's officially a month since I received my second RMA device. Still no shipping label. And still no charge. So far, 5 telephone calls, 2 emails, and a lot of waiting.

Also still no email to say the first rma return has been received,

Google Play have told me today they have now set up a special department specifically to deal with TNT not sending out shipping labels. My 'case' has been sent to that dept.

The operator was bemused that I had never been charged for either of the 2 replacement devices, and also that my google wallet has never updated with the shipping of the 2nd one. According to her records, I have only ever received 1 replacement! I may end up with 2 devices (one with screen lift) because of GP's mess.

we'll see what this week brings.
[Nexus 7 General] genkgenk:
I've been lurking for a while on this specific topic but have joined to share my situation.

I pre-ordered from Google, like most did, and like most I noticed the screen lift almost immediately. The creaking sound gave it away. It wasn't too bad at first, I thought I could live with it but it got worse everyday.

I'd read about the problems on here and decided I don't want to deal with replacements and returns and simply asked for my money back. This was on the 1st August, it took almost two weeks of constant emails and daily phone calls to get an RMA. I got told to send my device back via Royal Mail Special Delivery, which I did. I then emailed Google this and got nothing back, it had been signed for. I waited a week and sent a query as to the status of my refund and a chap called Ray told me this would take 14 days, so I thought okay then.

14 days passed, I phoned up, someone would email me, Ray again. It would apparently be 14 business days now. Right, okay. 16 business days passed, they wanted a tracking number, the reply I got? I can confirm it was signed for. Yeah, that doesn't give me an answer on a refund. I phoned them up, calm but stating I'm without a device and £209 of my money, it's been more than the estimated time, where is my refund? My reply, it will be 14 business days if the device has been opened, as it needs to be checked. I replied I want a refund within 48 hours or I'll go to my bank and Visa to get my money back. Ray got in touch and told me he will sort a refund out within 48 hours. That passed, no news, no reply, so I phoned up and got told the same within 14 business days nonsense (3 1/2 weeks later after sending it back) but will pass it on to some specialist. I asked them if they actually knew where my device was and they couldn't tell me. I stated I've been left with no choice but to contact my bank now, phone went dead.

What made me laugh was the other day, I got TNT return bags through the post and an email telling me to send the device back using the bags, which I already had done. What a Mickey Mouse operation.

My bank is going to contact me to fully sort out this mess.
[Nexus 7 General] japsander:
well after reading about all the problems with the N7 i tried to go through a cancel/return process with the company i ordered mine from ( VERY ) before opening it and sadly they will not accept a return unless faulty so i went ahead and opened the box expecting to see the screen lift issue but suprisingly the screen is solid and not squishy at all although the middle left side is practically level with the bezel

im fully expecting it to appear sometime and am handling the device with overly cautious hands currently
[Nexus 7 General] compact_bijou:
Congratulations, you've been customer serviced by a call centre drone.

Distance Selling Regulations?

Sent from my sodastream

---------- Post added at 09:31 PM ---------- Previous post was at 09:28 PM ----------

Bought mine from Tesco Direct. They swapped the first faulty N7 out via courier.

Sent from my sodastream
[Nexus 7 General] nm8:
Physical shops are the way to go, but them some are still hard to deal with like comet and pcworld.
[Nexus 7 General] lininjim:
Well I last posted here on 24th of August and guess what?

Still no returns label.

What a useless shower that lot at Google are.
[Nexus 7 General] Danny80y:
Same here I was going to get a replacement but it never shipped....... So I called back and said no cancel that I will just go buy another and return this one to google play. I got one from CPW and its the C80 model and the screen is quite a bit better and no creaking. They claim I will get a label and box in the next 3 days but I'm not counting on it. I am also pretty sure this is a major screwup on TNT's part.
[Nexus 7 General] requiemvalorum:
Much like an earlier comment I purchased mine from tesco, screen became unresponsive to took it back. I was still within my 10 days so they exchanged it. Previous model was a C70 replaced with a C80!

Tesco must have had a new shipment as I'm not the first here to get a C80 in exchange. Got another 10 to try it swell.
[Nexus 7 General] rkanwar:
Woohoo. As many of you know I ordered my replacement device on Friday. Well woopdy doo guess what? Apparently there has been a problem with Google wallet. Now there's 200£ of mine which is on hold with no device been ordered. Argh. So now I have to wait for a specialist to email me. Apparently the last time I logged on was on the 6th when in actual fact it was in the US but was like 2am on the 7th in the UK.

Hmm...wonder what's next?
[Nexus 7 General] Ibb1982:
I got mine from a store called OfficeMax in the US last week and had replaced the one I originally got from them on the day I had to return, didn't have time to check and now back in UK, wish I kept the 1st one! The one I have is worse!

Contacted Asus to use the international warranty, they told me I have to contact Google because it was bought from the US, strange I thought but contacted Google who then said I Ned to send the device back to OfficeMax! What a load of crap! I said I'm not paying international shipping charges! Demanded they sort it out......surprisingly got an automated email from Asus support UK saying they will be in touch within the next 48 hrs.

I really hope this works out, worried by all the slack Support experienced by users here
[Nexus 7 General] genkgenk:
It's now a week since I last had an email response and in that time I should have heard from several so called "specialists" by now. Bank said it could take 60 days to get the money from Google, if it's successful. Currently awaiting forms to make my claim. Seriously considering legal advice over this, as it's an absolute joke now.
[Nexus 7 General] gavinfabl:
If you read this thread you will know I had issues like many of you. Here's my tips -

1) Keep note of all dates and phone calls

2) If awaiting labels ring Google and check rma process has been setup correctly, I'm fairly certain based on my experience it wasn't setup correctly and now there is a proper procedure in place.

3) don't be tempted to post by royal mail. Only use TNT

4) ask for your case to be escalated.

5) when you do get label bags, take photo of Nexus 7 wrapped in bubble wrap, and then of bag sealed with address label completed . Also take a photo of TNT signed forms. Send these photos to Google, and questions why you haven't got your money back. From sending my 2 devices back took about 10 days to have credit and hold removed on my credit card

6) when speaking to Google don't be rude, but do state you are unhappy, distance selling regs, and you have raised a complaint with credit card.

I also sent an email to Larry Page at Google, asking for his help. It was very polite, brief outline of situation with dates, and just said its not the sort of service one expects, and could he also help in any way to resolve. I also sent an email to Google , outlining their lies, the time I had spent and that if I didn't get a refund with 14 days, I would be charging them for my time spent , and gave them a note of my charges. I explained this to Customer Service who said they would forward to legal department.

Once I knew devices had been delivered, I contacted Google by phone and emailed afterwards confirming, saying they had the goods , where was my refund .

All the above is way to extreme, but sadly what I had to do to get a refund.

As a point of interest, 2 days after my email to Larry Page, I received my TNT labels, which were sent by special delivery.
[Nexus 7 General] genkgenk:
Luckily I have kept all the emails exchanged and phone logs.

The only way I can email them and the only emails I get back after calling is via my original RMA email. I have better luck finding the Holy Grail than an actual email address.

Funnily enough it was actually their support team that told me to return the device via Royal Mail Special Delivery. I have photos I’ve sent of it being packed and have shipping proof. They sent me two TNT bags via Royal Mail, telling me to return in these bags, after telling me to use Royal Mail?

I’ve asked for my case to be escalated and to speak to a manager, someone will be in touch but they never are.

I’ve been polite but firm in contact stating my legal rights, that it has been a month since they signed for the device. Every call is the same someone will be in touch, emails are the same copy and paste job every time.

I’ve not long fired off some emails for legal advice and am looking into a solicitor to formally write a letter to the company regarding the situation.

The Larry Page email is an interesting tactic I may take.

I’d like to know more about charging them for wasting your time.
[Nexus 7 General] gavinfabl:
I would suggest a charge of £100 per hour. Make it clear in writing you have taken legal advice and been very patient. But I would also lodge issue with credit card company and get it refunded that way
[Nexus 7 General] genkgenk:
Well, I drafted a fresh email, detailing every bit of information I have on this; dates, proof, receipts etc and am currently in the process of contacting a solicitor to help me. I've emailed the CEO (I hope it was the right address), as well as billed Google for my time. Firm but fair in my tone, pretty much all I can do, I've done. Still awaiting forms from my bank.
[Nexus 7 General] Ibb1982:
Just completed my RMA form with Asus, need to wait upto 48hrs, seems ok so far.......

Sent from my Samsung Galaxy S2 on HyperDroid 6.1.17 ROM!

I’m running to raise money for CLIC Sargent. Please sponsor me www.justgiving.com/Ibb
[Nexus 7 General] rkanwar:
Hi guys.

How long after receiving your tracking number were you able to track your device on tnt?
[Nexus 7 General] navodwickra:
That sh!t never worked for me. It's funny because when they emailed me that the replacement has been dispatched the tracking number was "0" yes that's rite big effin 0. :eek:
[Nexus 7 General] rkanwar:
The thing is I got a tracking number but its saying not found when I track it. Google said that number is generated via TNT so I need to contact TNT, which I will be doing in the next hour.

Edit: haha...Google are seriously hilarious...instead of a consignment number they gave me Google's customer reference number for TNT LOL
[Nexus 7 General] harmohn:
Well, all I can tell you is that both times I sent back my packages I called TNT a day later to check if delivery had been made. It took them quite a few hours on each occasion to get back to me & confirm delivery.

I questioned if this delay was due to them not issuing consignment/tracking numbers, and they confirmed that to be the case.

They check by looking up the collection address, name and date against the delivery address.

TNT are a complete shambles. God only knows how they were awarded the contract.
[Nexus 7 General] eager27:
un-effing-believable.

Despite receiving my second rma on 8th August, and subsequently calling Google weekly to ask where my returnI shipping label was, and being assured I would not be charged whilst this issue is live.

Well.... Guess what? I received an email just now to say I will incur a charge if I don't return it in 7 days. This is getting way, way, way beyond a joke.

Grrrrrrrr.
[Nexus 7 General] eager27:
ok - a call to Google this morning has resulting in the same inane and cheerful 'I'm your best mate and it is my sole-purpose to help you" response from the Google Play operators.

Apparently, the email is a standard one that has gone out to all late-return devices. But, of course, if the delayed shipping labels is such a serious problem that Google Play has had to set up its own special department to deal with the issue, then why send such a threat as a group email?

So ... I told the operator I wasn't going to end the call until I'd received an email from him that confirms his advice that I would not be charged, despite the returns department (who I can never actually speak to when I call) emailing me with information to the alternative. Not much, I know, but at least i finally have documentary evidence that they are telling me I wont be charged. So, when I am charged, as I have no doubt that I will be, I can produce this in an assertive manner.

I havent actually been charged anything yet, and there are no pre-auth holds on the account, so there is not much I can complain about regarding loss right now, but I'm sure that is to come.

Why oh Why was I so impatient! I could have just ordered one from PC World or Tesco!

to Echo most other posts in this thread, I will NEVER, NEVER buy any device or physical item from Google Play store again. The departments dont talk to one another, they dont seem to understand how to operate in a global market, they deal with shoddy 3rd party companies etc etc etc.

Double Grrrr.
[Nexus 7 General] rkanwar:
OK well here's part one of my verdict. Turns out my replacement was shipped out Wednesday night and according to the label it was shipped for next day. I missed it yesterday as I was at work and it just came through now. I received a brand new c80k model and so far no screen lift. Now I need to check for the speaker crackle, dead pixels, and any issues.

I received a shipping bag and label with this replacement device.

Will update regarding collection, shipping and refund of the with payment.

Fingers crossed
[Nexus 7 General] charco83:
Got my refund via VISA after disputing it. Then received the "Return your device within 7 days" email from Google. Strongly worded response. Like others on here I will NEVER buy a physical device from Google Play again. I've NEVER had such a bad experience shopping online. Given all the hassle they should be giving me a free device!
[Nexus 7 General] Ibb1982:
Still waiting for my RMA

Sent from my Samsung Galaxy S2 on HyperDroid 6.1.17 ROM!

I’m running to raise money for CLIC Sargent. Please sponsor me www.justgiving.com/Ibb
[Nexus 7 General] Danny80y:
Been 2 weeks still waiting on a label..... I first wanted a replacement after waiting a week I changed it to a refund. They said there was no way for them to stop the replacement so I called and told my bank no charges by google play. Yesterday got an email my order was stopped because payment was denied...lol Is it not funny they can't manually stop it but if there is no money there wow they are quick to stop it then! Anyway am just out the £169 until I get the label so not that bothered..... I also got this email so there is some huge screw up with TNT.

We’re contacting you to provide an update on the status of your Nexus 7 warranty replacement. We have verified and resolved an issue delaying delivery of these replacement devices. All affected deliveries will ship shortly.

Please rest assured that any delay will be accounted for when calculating the deadline for return of your original device.

If you have any questions, please contact our customer support team at http://support.google.com/googleplay/bin/request.py?contact_type=contact_policy&policy=hardware

Apologies for the inconvenience.

Regards,

The Google Play Team

© 2012 Google Inc. 1600 Amphitheatre Parkway, Mountain View, CA 94043

You've received this mandatory service announcement email to provide you with important information related to your Nexus 7 purchased from Google Play.
[Nexus 7 General] rkanwar:
This isnt a screw up with TNT. This was googles fault as they had issues with google wallet...took four days to get a tracking number from them as well, however for four days I was constantly phoning google, and then I received an email saying that because of the delay, they will extend the 21 day return policy
[Nexus 7 General] hawkida:
I'd love it if someone could pass on the number they are using to contact Google. I'm having nothing but hassle.

My first device took longer than it should have to arrive. Two weeks ago it broke - static on screen, then went dead. I reported it right away, they promised a replacement and a shipping label.

I emailed them via their forms three times to find out when to expect this replacement after going through the process of putting in a new order with a "hold on credit card" cost. No updates.

I then tried to use the new item in my "orders" history and request a return on that device, despite having not yet received it, primarily because that's the only way I'd previously been assured my messages reached anyone. No immediate response, but eventually an apology for the delay on getting the new device out.

Meanwhile I'd had a "device shipped" email with a TNT tracking number, plus a warning that the tracking number may not work for 24 hours. Two days later it still doesn't work, so I called TNT. They have no record of any deliveries due for my postcode.

I've tried using the help form that loads up a page for a callback from Google. It won't recognise my phone number as valid and it only offers me one item in the "this call is about X" options - that being "books", despite the link being from their own email regarding hardware. The list of my previous orders shows the new device order as "complete" and has an "info" link below it. The info link returns a 500 error.

The only other number I've seen is attached to the shipping address in Ireland. When I call that it rings for about two minutes, is never answered, and then cuts me off, telling me that there was no answer. If I call back immediately it is engaged. After a longer wait I get to listen to it ring for 2 minutes again before being cut off again...

This really is a complete shambles and given that there's a good chance of nobody being home when they finally do manage to get something dispatched, I don't see this ending soon.
[Nexus 7 General] lininjim:
Google number is 0800 328 6081 good luck

Here's my jolly tale of woe, ordered N7 on 27th June, RMA'd on 3rd Aug, still waiting for returns label.

Many calls, many emails with no result.

Got an email this morning saying that because I hadn't returned the faulty one they were going to bill me for the replacement!!

I called again, for address of Computer 2000 in Lutterworth to return it with an account number to quote to TNT for pickup (0016042216)

Called TNT, went through it all, quoted my RMA and they said that that account number was for returns to Holland not UK.

So she couldn't/wouldn't help me.

Called google again, explained it all again, guy checked and said as far as they were concerned that was all correct but he would escalate to a specialist, again!

Anyone have the relevant address in Holland to give to TNT to use with that account number?

This is just sooooo not funny now, the faulty unit has been boxed up waiting for six weeks now.

So, over to you guys!

:aarrgghh:
[Nexus 7 General] rkanwar:
I just phoned tnt, the account number is registered to computer2000 but the delivery address is in Holland. The senders account number ive got is 1604216
[Nexus 7 General] lininjim:
typo on my part the acct number is 001604216 not 2216

What address in Holland please mate?

I just called TNT again anyway and was told that they can't collect to deliver to Holland anyway :(
[Nexus 7 General] rkanwar:
The address is asus marconistraat 2, emmen, 7825 gd...is that the same. I mean they havent said anything to me regarding delivering to holland. Tnt also said that normally theres a collection booked for you but there isnt one for me.
[Nexus 7 General] lininjim:
thanks, that's the address I found earlier in this thread, but the woman at TNT was adamant to me that they do not collect to ship to Holland.

which was weird.

I have had my RMA since August 3rd.

I might ring back and try someone else, you never know.

Thank you for your help.

Much obliged.

update, I phoned TNT again (3rd time today) and got someone else who was happy to ship it to Holland!!

collecting on Monday, we'll see.

Thanks again and good luck everyone
[Nexus 7 General] rkanwar:
Good luck...im going to book a collection in the next half hour as well
[Nexus 7 General] rkanwar:
Hi guys, when filling in the orange consignment slip, what do you put for the Goods Description section i.e.

General description, number of items, weight and dimensions?

Also in the general description column the word Processor is already printed.
[Nexus 7 General] lininjim:
Faulty Tablet, 1 item, 1 kilo.

My PDF from TNT was all filled in.
[Nexus 7 General] mrm1:
Bought mine from Argos direct and received it 6 weeks ago. After 1 week the screen started lifting down the whole left side. 2 weeks after that (i was on holiday do couldn't do any thing about it), after a couple of emails and receiving a couple of telephone calls back from Argos a swap was arranged. 2 days later my tablet was delivered and the faulty one collected at the same time. Had this one 2 weeks now and still all good. Both were C7O.
[Nexus 7 General] baggy247:
So after all this time waiting to return my old device, it turns out I haven't received my return label because some idiot flagged it as a US return. The guy I spoke to today simply had to change a box to UK and that should be it.
[Nexus 7 General] tucker61:
If the item has not been received. You can cancel. You can announced this online or via call centre. Or just refuse delivery when they attempt to deliver.

If you have received it, and then you are covered by distance selling regulations, and but you must mention this in your phone call to the call centre.

If it goes faulty, and they will ask you to ring Asus and get a Rma number. I did this for mine, it was painless. 10 minutes later I was back on phone to very ordering my replacement.
[Nexus 7 General] genkgenk:
Well, all my emails and phone calls are now being ignored. No choice but to hope my bank can sort it out, if not, legal action. Absolute joke of a company.
[Nexus 7 General] eglons:
+1 here, almost exactly experience and dates. I've given up chasing them. It's boxed and ready to be returned, if they charge me Amex can deal with it. Astonished at how poor their organisation is. At least my replacement turned up and works great!
[Nexus 7 General] harmohn:
Sent my last device back on 21st Aug back for a full refund, heard nothing since I emailed support specialist more info on shipping details etc. early last week.

I'm calling Trading Standards tomorrow. Unbelievable, I've had better communications and service with ebay sellers from the far east!!

Sent from my Galaxy Nexus