[Nexus 4 General] Jayrod1980:
Ok... I see this thread slows down just as I get home.. WTF.

My RMA story. I called on the phone today while I was driving home... on bluetooth of course. Well it's loud and the fool on the phone sounded like I reached the off shore call center. He wasn't even really responding to my questions so I said I would call back when I could properly explain, and I hung up on him. Don't know of many Indian/Pakistani's named Tom. The names have to be fake. No insult to his accent, the guy just wasn't listening. It was like talking to a computer voice.

Anyway, I got home and thought I was going to get jerked around by another rep. A rep named Carlos answers and I said that I have a very complicated RMA problem, so I was going to break it into three parts. I got one part in and he said the whole "ok Sir" thing and said he would get me over to the actual RMA department. I was excited... this wasn't an email, I was actually getting transfered to some so called department.

Fast forward to when the elevator Google music finally patches me through... A woman named "Tanya" answers. Sounds older, nice, slower paced voice with some depth to it. She's the best person I've ever dealt with in this entire ordeal. We went through each issue one by one, and she was patient and deliberate, and solved my issues at every step. This was even with interjecting things like "bear with me here, I'm just learning this stuff." I needed an shipping label for my return, but not my second device, or my third, but my first. So we had to wade through all the orders and get the right one processed. Bam, in my email box is my new UPS label for my original Nexus 4. Then, we tackled the issue with my latest replacement. Third device reboots and overheats. She processes that right there on the phone. No hold, just typed it out while on the phone. I got my 4th device on the way, the label, and the correct RMA form. Third issue... I explain with my Nexus 10 that I sent my last replacement in rather than my original because it was worse and that I was allowed to do it. I informed her that I was going to send my 3rd Nexus 10 back as well and keep my original due to it being as bad as the second. I had everything except I needed an RMA form for the box with the replacement's info tied to the RMA number and shipping label I already had. Minutes later I had that printed out as well.

It may not seem complicated, but I spent all weekend trying to get someone to handle those two RMA problems and to just process another replacement for my 3rd Nexus 4. No one could do it, they all just put in "notes" and sent emails off to so called shipping specialists. This lady was very professional and for once, did something on her own and it actually helped me. Hopefully this order will not go into limbo, but I'm ready for it now. I even left a "recorded message" at the end of the survey I asked to take for the first time. This lady made my Christmas. Now I don't have to pay for an extra device. My original is due back shipped by the 27th of this month.

One more interesting fact. When I tried to process the RMA for this third device, I notice that the damn order number does not even match the serial on the box! Seems it was actually manually pushed through... otherwise the two serial numbers would have matched. I guess *****ing at least once a day and emailing them as well once a day works in the end... even if it takes forever.