yashsingh1/xdaforums huggingface dataset:
[Nexus 7 General] genkgenk:
Still not had my refund from them and it's well over 70 days since I sent it back for a refund. You can't make this level of bad customer service up. Google keep maintaining that they sent my refund two months ago but don't seem to understand that nothing has appeared in my bank. They then blamed it on my bank and then changed it to a one off technical problem when originally issuing my refund.

I'm still waiting on my bank investigation but somehow I doubt I'll actually get this money back, especially with all the new devices they are releasing. I just hope no one buys it from the official Play store.
[Nexus 7 General] bpye:
Good example here. Bought my Nexus 7 8GB as preorder. Recently the speaker has began to rattle, phoned them up, got an email within 30 minutes. Got a 16GB replacement being sent out and am sending my 8GB back.

UPDATE: Arrived this morning, less than 24 hours after I reported it faulty.
[Nexus 7 General] genkgenk:
Well, after 78 days and probably the same amount in phone calls and emails, I finally have the refund back in my account. No confirmation or update in my Wallet account to let me know.

Apart from the lady I spoke to recently, quite possibly the worst customer service I have ever experienced. I'll never buy any device from the Google Play Store again.
[Nexus 7 General] eager27:
For those who have returned devices as part of an RMA:

Have you noticed that your orders are still being refreshed in the Google Play store every few weeks?

I returned one N7 in September, and the other in November. Both were received by Asus in the Netherlands (as per TNT tracking). Yet the 'orders' keep jumping to the top of my Google Play orders list as if the issue still isnt dealt with. The Google Wallet invoice shows as complete on the date they were delivered. There is no precharge on my debit card account etc, but I'm getting fed up with having to keep checking the account to see if Google have erroneously charged me. Google customer services can not explain why this is happening.

I'm wondering if Asus hasn't done their bit to say the devices have been returned. ...
[Nexus 7 General] asrivastava:
Hello!

Right, so I live in the UK and have bought my Nexus 7 there on 29th November 2012 and in April of this year, I noticed its body starting to creak and backlight bleeding along both its edges, majorly on its left edge. But I had to go abroad on short notice, and I am now noticing screen lifting along its left edge as well as "waves" being formed on the screen when I tap it on the left side. The only problem is that I've read a lot of negative things about how Googsus deal with the warranty/repair/rma issues and am wondering how good a case I present, since I will only be returning to UK in late August.

Can anyone advise me on what to do since I've read a LOT of contrasting things around here and am pretty confused.

Thanks!
[Nexus 7 General] nm8:
Wow such horrible google play stories. I myself have returned x2 nexus 4 units and it took 3 months to get it sorted. I will also NEVER buy any hardware from google store.
[Nexus 7 General] Glencairn:
Correction

I gave Google credit for despatching the replacement quickly but like many others the return label/envelope was not included. I'm still waiting for it to be sent separately :rolleyes:

I'm sure they'll get it right in the end but if the 21 days runs out and they convert the holding transaction to a real one I'll get the credit card company involved as it was over £100.

FWIW, the replacement unit has so far been a lot better than the first one wrt to the unresponsive and raised screen
[Nexus 7 General] harmohn:
Okay, so I got my replacement N7 today, the previous had slight screen lift issue. The replacement has screen creek & backlight bleeding ...FFS ~ here comes another call to Google for another replacement :banghead:

Sent from my Galaxy Nexus
[Nexus 7 General] sinatosk:
requested for replacement last week on wednesday

received it yesterday

previous device had screen flicker, minor screen lift with creek and dead spots on touch screen

my new one so far ( not used it much yet ) has creek with minor lift... ugh

not received my shipping label yet

otherwise it's good so far
[Nexus 7 General] sidhaarthm:
Sam's Return Experience

Hey all,

I would like to contribute my experience so far:

I pre-ordered the 16GB Nexus 7 via Google Play the day it was unveiled. I then got it delivered via TNT on 18 July 2012 (Wednesday). I was uber happy with the device and immediately rooted it and installed CWM. I loved it to bits until I diagnosed a slight creak (read as 'Screen Separation') along the left side of the bezel AND screen brightness flicker whilst on Auto-Brightness and low levels of brightness.

These two issues were indeed disappointing and convinced me to request an RMA under warranty.

Due to work commitment and travel, I was unable to contact Google Play Support, but I finally wrote in on 29 July (Sunday).

I received an auto-response immediately and got an actual response today, 31 July (Tuesday) with the same process that OP described in his first post. I received my RMA slip PDF document in the Google's response along with a link to click to go through the 'Advance RMA Process'. I went through the checkout where a new 16GB replacement Nexus 7 was already waiting for me. As you all are probably aware by now, I did have to agree to place a temporary 'AUTH' (read as authorisation) on my credit card of a value of £199. Strangely enough, there were no shipping charges this time. I remember paying £9.99 for my initial purchase. But that only makes sense since this is a RMA replacement under warranty. I got a confirmation email from Google Play for the replacement order, again the same as OP's first post.

Surprisingly, I just received another email via Google Play confirming that my device has been shipped via TNT along with the tracking number! That is fantastic and I should hopefully receive my (new and flawless) device in a day or two.

I will keep ya'll posted on the process of receiving the Return Postage Label. Google's instructions mentioned I should receive the return label within 48hrs of receiving my replacement device. As such, I am going to wait patiently till end of this week.

Good luck to all with an ongoing Nexus 7 RMA. For those with a flawless Nexus 7 (if at all that exists), ENJOY!! :cyclops:
[Nexus 7 General] Anon87:
What phone number are you guys using to contact Google regarding returns? I number I got off the wallet site doesn't seem to work.
[Nexus 7 General] charco83:
Having an absolute disaster returning mine to Google. Phoned again and the guy was great and got things sorted. Unfortunately he's misunderstood and presumed I want a replacement despite stating in earlier correspondence that I want a refund. I've sent a follow up highlighting that I really don't want a replacement. Hopefully someone gets the comment before they send one out. It sounds like the QA issues still exist. I just want my money back. Disaster for Google. Note they're now giving Nexus Q pre-orders a free device.
[Nexus 7 General] Improbulus:
If the 21 days are starting to run out and you still haven't got the replacement, just call them and they said they'll extend your 21 days if ncessary.

---------- Post added at 11:46 PM ---------- Previous post was at 11:37 PM ----------

0800 328 6081 worked for me.
[Nexus 7 General] Warren_Orange:
What is the easiest way to return a N7 to the play store for a refund? Mine has screen lift that refuses to be fixed.

I don't want replacement as I'm not confident of receiving one without screen lift.

I'd rather wait it out till they revise the design.

I've had the N7 14 days so I'm almost out of my return period with he play store.

Can I email hem to get the ball started?
[Nexus 7 General] harmohn:
You're better off phoning them IMO. I've just received my second replacement ~ and all is EDIT.....balls, speaker issue! Just called for a third replacement! :banghead::banghead::banghead:

Sent from my Galaxy Nexus
[Nexus 7 General] BuddyJoe83:
I live in the Netherlands and want to exchange, I would like an email address to try and sort something...

Anybody got an email address for me to contact?
[Nexus 7 General] Warren_Orange:
Cheers, but I used a link a few pages back. Can't be bothered speaking to a rep. We'll see how long it takes to get a email with RMA instructions.

---------- Post added at 09:41 PM ---------- Previous post was at 09:39 PM ----------

I have just used this link

http://support.google.com/googleplay/bin/static.py?hl=en&page=ts.cs&ts=2693239&from=2693239&rd=1

It was posted a few pages back,
[Nexus 7 General] sidhaarthm:
Hi mate,

Thanks very much for providing this info. Just like you, even I have waiting for my return label - but I had faith in the email from Google which said I should have this within 48hrs of receiving replacement device via email or by post. I got my replacement on Wednesday (01/08), but still have no label.

I am going to call the folks from Google to discuss this and will keep your experience and conversation in mind.

---------- Post added at 08:09 AM ---------- Previous post was at 07:52 AM ----------

Okay,

So based on Tom's post, I got all worked up and called Google Play right away - yes, they are awake at 0800hrs on a Saturday!! :silly:

Anyway, the bloke I spoke to confessed that they are having some issues about the return label for RMA devices. As such, I (or us the customers) would have to bear the cost of returning the device at this point and they will follow up for a refund later. This is of course not guaranteed and he asked me to call them back if nobody follows up with me in due time. I even offered them to give me the £5.95 RoyalMail Special Delivery postage cost in the form of Google Play credit, but the guy was unable to comply with my request.

Also, he mentioned that the devices are now being returned local (not international) to someplace in Leicester. More details followed in an email whose contents are below:

Now I don't know what to do... Shall I just send the device back at my own cost; any suggestions Tom?
[Nexus 7 General] tomjon123:
Well I'm not sure what to suggest as you seem to be having the same issues as me. Now I'm not sure if the computer 2000 address is the right place. I was told yesterday by the guy at Google that computer 2000 is the wrong place to send the device unless you are just expecting a refund and the device is not faulty. The same advisor also said he was going to send me the correct address to send the device to instead via email but this hasn't happened.

When I spoke to computer 2000 they did say that if I were to send the item to them I should firstly let them know and then chase the progress of the parcel each step of the way. I'm pretty confident they will receive the device but I'm not sure what will happen once they do... will they send it to the relevant place... will I get my £200 released? I really don't know as Google's incompetance really makes it difficult to get an answer.

I would advise if you can to contact Asus UK directly and see if they can shed some light on the returns process.. I was hoping to do this myself but as I'm unavailable all day i won't be able to.. try 01442 202700 if you do call.

Also as far as sending the item back if you can afford the time.. Give me until monday when I complain to google again as I'll update the forum with anything further I am told..
[Nexus 7 General] sidhaarthm:
Thanks mate,

I'll wait till Monday till you get a chance to have a chat with Google. In the interim I'll try and call Asus Tech directly. Will let you know if I get somewhere.

Happy Saturday!

Cheers,

SAM
[Nexus 7 General] generationgav:
Has anybody tried replacing their device with Google who bought it elsewhere. Got mine from Dixon and they're out of stock, so can only offer a refund! Want a replacement though.
[Nexus 7 General] jutley:
Google themselves don't even know the refund process.
[Nexus 7 General] :
Wow, this looks like fun. Ta for the updates.

I received my replacement 6 days ago (after super quick processing) but no return shipping label as promised.

My replacement also had fault, I also applied for a further replacement which is hasn't shipped.

I have two shiny-but-faulty boxed N7's in a recycled shipping box with two RMA printouts ready to go.

Google emails says something about warranty and returning within 21 days but sod that I am pulling my SOGA card/Section 75, as I've stated before on this forum.

Looks like a long wait. I am ready to ring my credit card company.
[Nexus 7 General] jutley:
I refused delivery on 24th and still waiting for a refund.
[Nexus 7 General] phormix:
OK from Canada

I'd rather have not had to RMA in the first place, but thus far the process went well. Called, reported issue. Got a page to put in the box with my serial and RMA #. Got a return label to give to UPS. Dropped off with UPS, and meanwhile another one is cross-shipping on the way back. There's a hold on my card pending the return but unless UPS loses it then all should be well.

Biggest delay is that UPS takes their time shipping out from the store...
[Nexus 7 General] eager27:
Back to the UK as per the thread title:

This thread is quite scary! I've sent a couple of emails now trying to get a return label for the RMA (replacement received last Monday), but had zero repsonse, so I called Google this morning. And it seems that I have also been told something entirely different to all the other people on this thread!

The operator told me it was a good thing that I called as they (Google Play) have just recognised this as a "known problem"!

So, he had to fill out a form, and has sent it to the next level (sounds ominous). Here is the crux of the email confirmation received after the call:

We shall see.
[Nexus 7 General] charco83:
After 3 calls, multiple email back and forth with a number of operatives and banging my head off my desk at the variety of DIFFERENT responses, I returned mine yesterday. My understanding is that if you want a REFUND you simply send it back to Computer 2000 with the RMA note in the box. This is at YOUR COST. You can use any courier you want. I did Royal Mail Special Delivery and it was £7-8. Slightly annoyed that this means I've paid P&P twice on a faulty device when I could've just bought from Tesco or PC World! Very poor service from Google.

If you're REPLACING then you should get a label from TNT a few days after they deliver your replacement.
[Nexus 7 General] :
If you want are returning a faulty device then you are legally entitled to have your costs of sending the device refunded to you, as well as device cost.
[Nexus 7 General] Anon87:
This will be the first and last time I but direct from google. They need to sort out their distribution and customer service if they really want to be a hardware retailer. /rant

I feel better now...
[Nexus 7 General] eager27:
Yes - that's exactly What Google are promising, but they aren't actually sending the label, and that is the problem. :)

I've had one operator tell me that I will be charged 21 days after first requesting the RMA, and another telling me it is 21 days after receiving the return label.

As far as legal rights are concerned, the they mean nothing if you aren't willing to follow through in litigation. And who can afford that.... Even more tricky given that we're dealing with 2 separate jurisdictions, but both of which are outside of our own! I sounds like a very different pensively legal mess to me. I reckon the best plan is to approach trading standards for advice on how to deal with it.

---------- Post added at 09:05 PM ---------- Previous post was at 09:03 PM ----------

^^^ 'very expensive legal mess', - sorry for the typo
[Nexus 7 General] dalecook:
I'm done

I agree, except I don't feel better.

Am returning my original and replacement devices and seeking full refunds including shipping.

Will probably let Barclaycard deal with Google, I'm sick if their devices and ignorant unapologetic customer service alike.
[Nexus 7 General] sidhaarthm:
Still waiting for Return Label

Hey all,

I have been following this thread closely as I am in the same boat as many of you. I am also waiting for a return shipping label for a faulty Nexus 7 that has already been replaced last Wednesday (01 August).

I just had a word with Google Play support on the phone. I spoke with a bloke called Mike. He put me on hold for several minutes and explained that my previous phone call (over the weekend) has been escalated to their Tier 2 Support Team and they should respond within this week. This is possibly due to high volumes and the recent weekend. I also double checked about the 21 day return policy - and Mike confirmed that the 21 days countdown starts from the day Google provides us with the return label, and NOT from the day we receive the replacement device. This is the same as 'eager27' explained in his post.

Now, I do realise some of us have been given conflicting information in the past, but this is direct by a Google Play Customer Rep on the phone and I have recorded the phone call.

I guess there is not much I can do other than wait a little longer (perhaps this week?) to receive the return label. Mike confirmed that the next step would be that I'll receive the return label directly via post or email by their Tier 2 Support Team.

Any updates from you mate? (tomjon123)
[Nexus 7 General] just:
Received my replacement device on the 31st July having contacted Google on the 29th which was a Sunday. Impressed with the speedy delivery but I have no shipping label so I've contacted Google twice by email and i've finally received this...

Hi Justin,

Thanks for contacting us.

Since you're in the Uk, we don't process your shipping labels. You have to

go through TNT, and send it back through them. Sorry for any inconvenience

this may have caused.

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

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

Regards,

Colin

The Google Play Team

So it looks like I wont be receiving a shipping label... Be nice to know where to send it though.
[Nexus 7 General] eager27:
@just - unbelievable! Yet another different response from Google Play. This is getting ridiculous.
[Nexus 7 General] jonkrav:
That's not good enough, if they pull that crap I will tell them I would have asked for a refund then as I would not have chosen to deal with Google again.

I have already requested my third device now due to backlight issues so if they think I am paying postage for my first device and my second device they are having a laugh!
[Nexus 7 General] MattSkeet:
Guys I've reported that to watchdog ... you should do the same ...

I remember when watchdog did a show about Motorola and their adverts about indestructible phone ... all people got new devices straight away
[Nexus 7 General] jonkrav:
I am now being offered a refund which doesnt help as I still need to send these units back! This is painful, how hard is it really?
[Nexus 7 General] charco83:
Took almost 2 weeks for them to sort out my return to Computer 2000. I'm hoping it's actually the right place. Saved all my emails on this one. Google CS is woeful. Will be contacting the relevant authorities if my card isn't refunded by the end of the week.
[Nexus 7 General] generationgav:
I can also confirm that Google won't replace any devices not purchased via Google play. Looks like I'll probably be sending my Nexus back for a full refund instead, which is annoying!
[Nexus 7 General] eager27:
Another phone call to the Google Play helpline after still no shipping label arriving.

This time, I was told that the problem is with TNT. They are supposed to be handling the returns but are not working per Google's directions.

I was assured that this issue is now resolved and all returns labels should be sent out in the next 48 hours. If nothing arrives by then (thursday eve) then we should call GP again and follow up.

I hope it works out as I have also just ordered another RMA ... (what have I done :eek: )
[Nexus 7 General] rockybye:
Hi,

Thw worst CS i have ever experienced, get told different information each time I phone, I have sent loads of emails and hardley any of them have been answered. Just a terrible service really I was very pro google and have owned lots of devices running android but wont be buying anything from play in the future much easier to go to a store or order from someone else.
[Nexus 7 General] gavinfabl:
I have faulty left screen and speaker crackle. I rang Google cs 2 weeks ago, and heard nothing. Phoned today, got email and RMA label, but nothing else from TNT yet.

If they don't deal with return properly I will cancel order and notify my credit card company too. Doing that adds a lot of weight. I now know why I buy Apple. Superb cs.
[Nexus 7 General] Taffowl:
Sounds like I've been having the same conversation with google play as you. I originally ordered two nexus 7 devices but both suffered the screen lift issue. I requested an RMA for both and received two new devices a couple of days later and a letter (not sure who from) which contained two tnt plastic shipping bags (with partially completed consignment notes) and a letter from google explaining how to ship the devices using a google account number (basically ring TNT or book a collection online).

Now I tried first booking a collection online and the cost to ship a single device to Asus in the netherlands was £65!! at this point I thought it was pretty steep so I decided to book the collection over the phone.

My guess is that Google are potentially loosing money big style by having to ship replacement devices and then return the devices to Holland so are sorting something else out for UK returns hence the delay with shipping labels.

Anyway both my replacement devices had the screen lift problem so I had to again request two new devices and RMA the other ones. I finally received two perfect devices on the 30th July (different production run based on the serial numbers) but have not received the shipping labels for the faulty ones.

I've spoke to Google countless times but had different responses. The first was to tell me TNT were dealing with the returns. So I spoke with TNT and the CS guy confirmed he had booked collections on behalf of google but the person calling had to provide the shipping address. As I couldn't guarantee the address would be the same as last time I rang back through to Google but as yet they have been unable to tell me where to ship the devices to.

My case has been escalated and I've been told to expect the labels by Thursday this week.

For anybody who has confirmed with Google that we must return faulty devices to ASUS UK then the address I was given on the first returns consignment note was:

ASUS

MARCONISTRAAT 2

CITY: EMMEN

POSTCODE: 7825 GD

THE NETHERLANDS

I was given an TNT account number fo google on the letter I received the first time but not sure I should be putting that on the net.

Finally I did have holds for 4 devices on my credit card. even though I have only returned two devices all the charges have now been removed. So I'm not sure what Google are doing. Is it not worth it for for them for us to return them???
[Nexus 7 General] gavinfabl:
Reading all the posts really doesnt give me confidence in a swift resolution, and even a proper working machine.
[Nexus 7 General] harmohn:
It won't be swift mate. I've now got 3 faulty N7s waiting to get a TNT return label so I can send them back!

I'm getting all 3 fully refunded/cc authorisation removed before even attempting getting another device sent out.

I was informed by a Google Supervisor that the refund can take up to 14 days from their receipt of the devices. She also told me that TNT will be sending out return labels from today. I took that with a pinch of salt to say the least; we'll see! :rolleyes:

Sent from my Galaxy Nexus
[Nexus 7 General] olly2097:
Mmmkay. I sent an email via Google play asking for a replacement and got a generic email back. That was 3 days ago. Does it take this long?