yashsingh1/xdaforums huggingface dataset:
[Nexus 10 General] eager27:
I had this exact problem with 2 nexus 7s (2 rmas from 1 original purchase). I waited 3 months for a return label in the end. Google wouldn't speak to Computer 2000 who wouldnt speak to TNT. And despite returning both units now, the RMA 'purchases' are still bouncing to the top of my Google play order list every few weeks, like a constant threat that I will be incorrectly charged for them at some point - Google can not explain why this is still happening.
[Nexus 10 General] sharp910sh:
I do not understand what to do. Google said to call TNT. What the hell has TNT got to do with a return? Who are computer 2000? Im in the UK, these american dudes are useless!!
[Nexus 10 General] fredphoesh:
Hmm,

I told google i wanted to return my nexus10 (which arrived 2 days after buying) because the wifi was a bit iffy, before i sent it back, they sent me another tablet. I still have both, now with updates, both work fine, so am sending one back... pretty flawless and quick service for me (perhaps a karma issue ;)
[Nexus 10 General] boominski:
It's got nothing to do with TNT. Google need to send you an RMA form (a PDF you print off). Then, THEY need to send the RMA code to Computer 2000, who are the distributor for Google in the UK. Computer 2000 then send the jiffy bag, which you then arrange to be picked up by TNT. Google's alleged 'specialists' don't know what they're talking about. It's quite shocking. The people I spoke to at TNT and Computer 2000 today told me a litany of horror stories about Google on this. And judging by the completely incorrect and contradictory things I've been told by Google, I'm very inclined to believe them.

Let's see how your karma holds up when you get to the actual 'returning' part, shall we? :fingers-crossed:
[Nexus 10 General] Hereisphilly:
Thanks for your info, i will be keeping a good eye on this thread as I'm waiting for a return pack for my N10.

It was meant to be in the same parcel as the replacement device, but all i got was the device. i raised it with Google and all they said was that they would get an RMA pack out straight away, but I'm yet to hear anything else
[Nexus 10 General] sharp910sh:
I just called TNT and google, google told me to call tnt, tnt said they had no idea what I was on about. Then i called google, they said call tnt and giev them my rma number. So I dont want to call tnt again, and it will sound like i am an idiot. SO what should I do? Should I call google again? What should I say? These american google guys have no idea what is going on. They need a UK call centre.
[Nexus 10 General] eager27:
But then they would have to pay UK taxes!

Seriously, you are right. My N7 experience led me to realise that most of the advice the US operators at Google give you only applies to US purchases, and agreements they have with whoever does the US deliveries. After many phonecalls, I ended up asking "does this apply to the UK" after every instruction I was given, and the answer was always "ERM, don't know, perhaps I should escalate your issue".

I had loads of emails demanding payment for immediate return of the devices over the 3 months. The shipping label/ bag did arrive eventually though.
[Nexus 10 General] mrmotivator:
This sounds, word for word, nearly exactly the same as my experience. Although I have FOUR devices that I need to send back. 4th one arrived today, still faulty, still with nothing to return the others with. This is after going back between Google and TNT about 20+ times now over the past couple of weeks. Going to get a refund and wait a few months, really really disappointed.

Has anyone in the UK actually managed to successfully return a device yet?
[Nexus 10 General] scottspa74:
Wow. What a nightmare. Good luck. Get it together, Google.
[Nexus 10 General] sharp910sh:
So you have been charged 390 x 4? £1560? Google must be laughing!
[Nexus 10 General] boominski:
Just been back to the phone. I thought I'd ask Google why they're giving out incorrect information about returns. The operator gave me the same line as before, and has reissued another request to TNT for shipping labels. They said they would deal with it personally, and that they would definitely email me back tomorrow, either to confirm that the labels have been sent, or to let me know that TNT have no idea about it. I am not expecting anything to happen at all, but will update with further news if and when it comes in.
[Nexus 10 General] ady702:
Dev paprina

I am also waiting to send 2 back and was told it would be a couple of days before i get the TNT labels etc
[Nexus 10 General] Tiggerbits:
After another 1hr wasted on the phone to Google and so called a manager I received an email saying that I have to return the device at my own cost.

Its f*****g retarded. I just want the device gone!

however the hold came off my account so I guess I could keep them both!

Sent from my Galaxy Nexus
[Nexus 10 General] alias_neo:
No way should you have to return it at your cost, if they don't want to sort it out, just forget it, or tell them they can come collect it in court.
[Nexus 10 General] deaffob:
Man just BS them. Tell them that you already sent them 1 week ago or something and say something like "I don't know why you don't have them because I sent them already. It's not my problem. No I will not call TNT, it's your job to call them."
[Nexus 10 General] sebbo90:
My nexus 10 has some light bleed. Was going to see if I could a replacement on the hope that it might be better. Might hold off on that one after reading this
[Nexus 10 General] DeathmonkeyGTX:
At this point I would take it up with your credit card company.
[Nexus 10 General] 4ktvs:
I would do the same.
[Nexus 10 General] Tiggerbits:
EMail response from Google,

Thank you for writing back. While the consignment and Google Account numbers are unavailable to us, we would rather have you include the attached RMA paperwork when returning the replacement device.

Normally when a customer chooses to return a device on their own, they are held responsible for the shipping fees. In this case, we will gladly make an exception and will issue you a refund of the return shipping costs.

What a load of rubbish! I have returned devices before and they have send out the packaging for me.
[Nexus 10 General] boominski:
Where did you send it to? What's the address?
[Nexus 10 General] 4ktvs:
Even if he gives you the address, they may not know what to do with it/it may get lost and then make up crap about how it must be your doing.

Good luck to you on this and I had to deal with some thing like this with Verizon, So I know it sucks.
[Nexus 10 General] Tiggerbits:
This is the Address,

Computer 2000

Harrier Parkway

Magna Parkway

Lutterworth

Leicester

Leicestershire

LE17 4XT

UK
[Nexus 10 General] sharp910sh:
Google should collect it. I shall call this americans and tell them straight you come collect it. You gave me a faulty device.
[Nexus 10 General] Tiggerbits:
I will be calling them again once i finish work.

I just cant believe the hassle it takes for such a simple process.
[Nexus 10 General] boominski:
Further dispatches from the front line.

Still no labels. I called Consumer Direct and explained the case. They said that I should try to speak to Google’s London offices, and that if the matter could not be resolved, to inform my credit card company. I was told that under the terms of the Sale of Goods Act (1979) companies are legally required to provide a return address for goods purchased. I called Google at their London offices, but the system does not allow you to speak to anyone unless you know their extension number. More fail. I called the Play Store again. I was told that the case had been escalated, but that the ‘shipping specialist’ team had yet to deal with it. I was also told to call back in several hours if I wanted to speak to a shipping specialist in person (that will be fun). I have also called my credit card company. No problem with opening a dispute. I have all the documentation prepared, with a full account of every phone call and email. Google have one final chance to sort it out, or my transactions on the N10 are getting frozen. I am genuinely blown away by how shambolic Google are. Really stunned.
[Nexus 10 General] sharp910sh:
My back covering is now creaking for the first device i planned to keep.
[Nexus 10 General] skibadee:
Same here just called Google after finding they have now actually charged me for the 1st faulty replacement they sent. Google say it's just a hold but my cc company say no, it's now an actual charge.

They (cc company) are going to try reversing the charge and blocking any further charges from Google.

I'm being sent 3 return labels (for the 4th time of asking) poor love was almost in tears after my rant... Oops

Told them they have 1 week or I go to trading standards, maybe even watchdog lol
[Nexus 10 General] sharp910sh:
I just called google. The dude said I will get some shipping label. Then I shall call tnt and arrange a pick up. I guess it will be a long struggle.
[Nexus 10 General] boominski:
So.

I spoke to Google again (the rep from earlier told me the shipping specialists would be on shift about now, and I wanted to speak with one). I asked to speak with a shipping specialist. I got put through to 'technical support', but the rep insisted that they help. She looked at my case and was shocked and very apologetic. Apparently there are 3 levels, or tiers: the call centre reps, the shipping specialists and the top tier (probably ninjas). Only the latter tier have daily contact with TNT, UPS etc. All of my escalations had been passed to the second tier, and nothing had happened. She insisted on putting it to the third tier, which I was happy for her to do. I then said that I wanted to make a formal complaint and wanted to speak to a manager - not a supervisor, but the people above them. She went and got a senior supervisor. I went through my case calmly. He was very apologetic, and again, appeared shocked by what had happened. He then took direct ownership of my case, and says he will email me with daily updates, even if nothing has happened, and is now in personal charge of getting things sorted.

Is this progress? Maybe. First update due tomorrow evening, so let's wait and see. Hope resumed.
[Nexus 10 General] Tiggerbits:
I had the same this evening, however the my call dropped at the end of the call after the manager promise to take ownership.

Called back to ensure all was going ahead (label to be shipped out etc) the women said noone has done anything and its with the escalations team, she put her headset down and i could hear her speaking, asking someone to sent out "another one of those bloody shipping labels" she came back said its done, I did laugh.

She was also nice enough to offer to refund my shipping costs on the first N10 I ordered.

So fingers crossed I get a shipping Label soon.
[Nexus 10 General] JupiterdroidXDA:
I had so many problems I sold the Tablet and the phone I bought to a friend and on eBay for exactly what i bought it for. Google returns are a complete joke. I am now gonna wait until these two beasts are in shops so I can deal with UK retailers instead of a soddy outfit;(

JD
[Nexus 10 General] theriel:
I have the same problem... Ordering RMA was easy but I have no clue how to return the device!

The first-contact person was, honestly, totally uninformed. After being switched to a supervisor, I was told that he can contact shipping specialists only via e-mail (a joke!) and cannot switch me to them. He insisted that TNT is going to send out shipping labels for me within 4 business days (another joke). Naturally, TNT said they do not do that - unless I give them full address and client number in which case they can arrange for the pick-up. Needless to say, nobody knows any TNT client number.

As soon as I receive the replacement device I will block any charges from Google and open dispute with credit card company for the refund of the second charge. If they want the device back, it should be their problem, not mine.

Tiggerbits - could you advise on how to proceed? I guess if I just wait I will not receive anything... Thank you!
[Nexus 10 General] sharp910sh:
Has anyone successfully returned their device in the UK?
[Nexus 10 General] skibadee:
+1
[Nexus 10 General] mrmotivator:
I haven't heard from one single person who's managed to send theirs back yet. I gave up with replacements and asked for a refund. Still haven't received anything to send it back with yet...
[Nexus 10 General] ady702:
Not heard anything since thursday as I was told it will take 4-5days for the label to turn up, so will give it till Tues/Weds before calling them up again.
[Nexus 10 General] boominski:
I have received two further emails from GPlay, including one from the senior supervisor who is now in charge of the case, telling me that the issue has been escalated to a 'specialist', and that I can 'definitely' expect further updates on the situation.

Tick. Tock. Tick. Tock.
[Nexus 10 General] mrmotivator:
Received this today...

I haven't received them yet, but I'll hang on a couple of days.
[Nexus 10 General] boominski:
So will you use them, or sell them on EBay? I reckon return shipping labels might be worth quite a bit at the moment!
[Nexus 10 General] Hereisphilly:
Just been on the phone to Google about trying to organise a return for my N10, and finally got passed to a lady who said she would be more than happy to sent me all the return address info on email, along with details about how to arrange a pickup, all I has to do was make sure the device was in decent packaging.

This sounded like a pretty decent resolution, but the email she sent wanted me to first confirm what had happened so far. Little bit skeptical, but maybe this will lead somewhere... Will post the results here!
[Nexus 10 General] boominski:
UPDATE

Just had this from the Comedy Google:

'Thank you for contacting Google. It was my pleasure assisting you. According to our records, your shipping label has been sent out as of 12/7/12 and should take 3-5 business days to get to you'.

According to my maths, that means the label should be here this week.

I'll keep you posted...
[Nexus 10 General] xpuser:
I have the same issue, but I am at the beginning. I have been sent a replacement device, but no shipping labels.

I phoned google, to get a replacement. Which arrived within 3 days, however there were no shipping labels in the replacement package. Luckily when I rang for a replacement, some support chap sent me his email address (he sent a google play support address, but he seems to replay to all of my queries), as I had to email him my device serial number (I was at work, so didnt have the device with me).

Ever since then, I have been emailing this chap, who seems to be progressing my issue. This is better for me, as I dont spend time in a phone queue, and I have a full log of what was said. At the moment, I have been told that TNT will ship my return labels with 3 -5 business days. That deadline expired today, and I still dont have labels. I will give it a couple of days, and then email this chap, who will then do what he needs to do...hopefully.
[Nexus 10 General] skibadee:
Just got off the phone to Google support. I called to check my labels had actually been sent, as they were due to arrive by tommorow. Surprise surprise they haven't.

According to 'Bruce' its all TNT's fault. They reckon they have always done their job properly and TNT are just not doing as they're instructed.

Apparently we should all have been sent return labels in the boxes with the replacement devices, despite the email telling you to expect them in 4 days.

This time shipping lead 'Carlo' is on the case. My labels will be sent in 2 days (thats sent, not I will get them). Meanwhile i'm waiting for a form from my CC company to sign to get transactions reversed and future ones blocked.

I also tried calling UK head office but indeed you just get "enter an extension or look online for technical help".

What a joke

---------- Post added at 05:26 PM ---------- Previous post was at 04:59 PM ----------

Ok, just called TNT on 0800 100 600 and spoke to Susan who was REALY helpful. She took an original consignment number (on jiffy bag of one of the three faulty replacements I need to return), found my details and is arranging for the TNT Google team to call me tommorow, to arrange a collection once they have contacted Google.

At first she needed an account number for the returns but when I explained that all Google do is say they are "sending labels" and never give you an account number, she got on the case for me after a few mins on hold.

My advice, don't waste your time calling the calamitous, excuse for customer service Google, just call TNT directly.
[Nexus 10 General] sharp910sh:
time to call tnt.
[Nexus 10 General] boominski:
Good luck all. Keep us posted how the TNT approach goes.

If anyone's interested, Google's account number with TNT is: 001604216
[Nexus 10 General] mrmotivator:
So... 50 replies later, has ANYONE managed to return their device? I've still not received any labels.
[Nexus 10 General] skibadee:
Christmas day will get here before your labels dude, ring TNT :P
[Nexus 10 General] JamesRC:
I've just been told my replacement N10 has shipped, now I'm dreading returning either/both!

I'm slightly suspicious that the play store has no stock but magically I've a replacement coming - if my box is unsealed I'll be super suspicious it's an RMA... (but that would mean someone would have had to have managed a return, which appears impossible!)
[Nexus 10 General] boominski:
UPDATE:

A new reply, this time from the senior supervisor handling my case. Wants to know which order I need a return label for. I have been told by other representatives that the return labels are not specific for devices, and that they have already been sent out.

More confusion.
[Nexus 10 General] boominski:
UPDATE:

Email from supervisor confirms that the labels were sent out on 7th and should be with me soon. Back to waiting.
[Nexus 10 General] sharp910sh:
I got one of the labels for my nexus 10! I was confused, could not believe it. I shall be sending it off soon.
[Nexus 10 General] boominski:
Still nothing here. More chance of finding a North Korean unicorn I suspect.
[Nexus 10 General] sharp910sh:
Guess I am just lucky. I do not know what to do. I was supposed to receive 2 shipping labels. But I received one, as I have two nexus 10s to return. I still want a Nexus 10, but i do not want to reorder, as it will cost me another 400 quid which I do not want to give to google, as a xmas bonus. It seems like the nexus 10 is out of stock in the uk play store.

Hmmm. To have no nexus 10 or to have nexus 10 with light bleed and no sound via hdmi.
[Nexus 10 General] skibadee:
Wow, I called TNT as I hadn't heard back since yesterday's conversation, apparently a driver is scheduled to come and collect my 3 n10s today!

Edit: They're gone, finally :)

Funny thing is the driver gave me 4 bags and labels not 3. Got 1 spare, any bidders? :P
[Nexus 10 General] Hereisphilly:
Finally got 2 returns labels in the post today, for my 1st N10! At least i can get the device back to them now
[Nexus 10 General] xpuser:
Looks like Google and TNT have managed to sort things out. I have also received my labels in the post today.
[Nexus 10 General] cdejesus1119:
Note sure "these American dudes" was necessary to communicate your point. Pretty lame.
[Nexus 10 General] sharp910sh:
This never happens with a UK company.
[Nexus 10 General] theriel:
Woohoo, I have received shipping labels for my N10. Feels like Christmas.

Now, let's hope that I will be equally "lucky" with retuning my N4...
[Nexus 10 General] sharp910sh:
Christmas has come early.
[Nexus 10 General] Glennfoot:
I didn't bother waiting around for shipping labels, I went to the local TNT depot got them to sign for it to send back to Google. I then emailed Google the consignment number, they actually thanked me.

Strangely though it appear TNT are trying to delivered another N10, that would be 2 for the price of 1
[Nexus 10 General] smadger:
I have just now received my third response from the Google Play store after initially emailing over 5 days ago about irregularities with my order. This is also the 4th different version of estimated shipping details I have had - if you count the primary info whilst placing, and immediately after the order.

It's pretty obvious to a lot of us that we are not getting the information we require, not because the Customer Service Rep's are rubbish, but because they aren't being told anything either. My complaints are to do with the way they are handling my money. Others have differing reasons, but are still valid none the less.

So taking this into account I've created a site to get as many people as possible and raise an official complaint to Google Play regarding their lack of info. The hope is that if we have a large enough number of people, they will take notice and start communicating rather than inaccurate, or no info at all.

If you have already received your device, but had problems in the process, you can still register a complaint retrospectively. If you everything went through with your order, great! But please take a minute and complete this form on behalf of the rest of us, so that we can gain a fuller understanding of what is happening - nobody else if going to tell us.

Thanks for your help, Andy.

https://sites.google.com/site/nexus4cr/
[Nexus 10 General] skibadee:
If this were for a nexus10 I probably would, but this is for n4 isn't it??
[Nexus 10 General] boominski:
UPDATE:

Bloody hell! Labels have arrived. In fact, I have three packs, with two return bags in each.

So not only do I now have labels, I have a small label mountain

Now all I have to do is send off a faulty N10, wait for my credit card funds to be unfrozen, re-RMA my other device, wait for a new replacement, and - if it's a good one - send back my other faulty N10 and await unfreezing of more funds, or, repeat process until good one turns up.

One problem down...
[Nexus 10 General] JamesRC:
So frustrated with the whole nexus/play ordering experience.

My replacement has arrived with minimal light bleed, but it does have something stuck under the screen. I

thought it was just under the screen protector at first but it's not... Call up to arrange another return and the representative didn't put it through correctly. Now take 3.

Still waiting on my nexus 4 order, due by Tuesday. We'll see...
[Nexus 10 General] sharp910sh:
Just had my Nexus 10 picked up. Sorted. Hopefully it is alright.
[Nexus 10 General] skibadee:
Mine all went back tues last week after I contacted Tnt directly (gave up with Google) I've not had a refund yet.

Had another delivery from Tnt yesterday of....... Some labels NICE! .... Oh.. hang on?! :P

They went in the bin, glad I didn't wait in for this redelivery (I missed from Friday)

Also got a nice email from Christine (Google) saying it's been a while since I contacted them, have I received my labels now?

Has any one in UK had a refund yet, what's the average time?

I'd like to see a refund this side of Christmas, but then again I'd also like to win the lottery on Saturday night :P
[Nexus 10 General] boominski:
UPDATE:

I think my refund has gone through. Device was picked up by TNT last Friday. Available credit card balance has gone up by £300+. Google Wallet is still showing my transaction as 'Pending' though. Might check with my credit card company just to be sure no funds are being held.

UPDATE #2

Credit card co. says no funds authorised on my account, so I'm assuming it's all gone through.

Time to start RMA #2...
[Nexus 10 General] boominski:
UPDATE

Confusion continues to prevail as to why my RMAd N10 is still listed on Google Wallet as 'pending'. Google Play reps insist that it's correct, and will stay as pending until the device arrives back at their facility. But my credit card still shows no authorisation or loss of available balance for it, so I'm inclined to go with that. And new replacement N10 has been shipped and is scheduled for delivery on Monday. Will be a nice xmas prezzie if it turns out to be a good one. Fingers crossed...