[Nexus 7 General] tomjon123:
Just thought I would add my 2 cents...

I too have had the same issue with screen lift so on 25/07 I requested a replacement. this was sent to me within 24 hours which, was very impressive but no shipping label was included.

I was told by google support at first that the shipping label would be delayed for 48 hours and TNT would send this out. After 48 hours I did not receive the label. I decided to call TNT at this point... TNT explained that they where handling returns labels and packaging but at google's request where told that when the original complain is raised after an RMA is confirmed via email google would also give the customer a separate reference number which, the customer gives to TNT to book a collection with them directly.

I called Google back and they knew nothing about this and I was told that within 24 hours a specialist team would contact me with more information who knew about such a process.

After 24 hours I had not received a reply so I called back and a different Google rep told me that they where no longer dealing with TNT and the royal mail would be dispatching the labels. He couldn't tell me when this would be but suggested I send the package to computer 2000 and the cost of this would be covered by google if an invoice could be provided after the fact.

Due to the conflicting information I had been receiving I decided to call computer 200 directly. They confirmed that they are dealing with returns and decided to check if my RMA had been registered in their system. After a short hold I was told that no request for a return had been requested by Google and I would be unable to send my package directly because they required a unique reference from Google in respect of the return.

I called Google back and after being on the phone for 1 hour (on a mobile) I was told that Computer 2000 only handle returns where a customer has requested a cash refund and are unable to deal with faulty items as they are unable to inspect the items. I was told that another distributor is handling the faulty items where replacement has already been sent out and that TNT should have delivered the returns label. Now as Google have not been following the process outlined earlier in the post with TNT no returns labels have been sent out. As I am leaving the country next week I requested the information to deal with this myself to avoid the exceeding 21 days but at this point Google are still unable to tell me where that is.

I have been assured that I will receive this information before close of business today to enable me to send the faulty goods tomorrow. I was also told that Google are unable to extend the 21 days return period or guarantee refund of the additional charge of £200 if they unable to provide these details to me despite causing the issue all on their own.

So just so people know anyone sending faulty goods back to computer 2000 DO NOT do this as Computer 2000 have told me they cannot deal with individual consignments as they are expecting pallet returns of the tablet and Google have informed me that Computer 2000 are unable to inspect the item anyway so nothing will happen.

Once/if I receive an address for the company dealing with faulty items I'll post it here ASAP. I presume this is likely to be ASUS Uk however their call centre is closed to check and they are also based in the Netherlands..

All in a monumental eff up on Google's part.

---------- Post added at 03:55 AM ---------- Previous post was at 03:46 AM ----------

Prior to my previous post Google are yet to inform me of were the faulty item(s) should be sent. I will keep ya'll posted. Please bear in mind that although this information points to the correct address.. one must organise this with google before hand by contacting their call centre.