[Nexus 7 (2013) General] sigaiser:
I would like to say first that I absolutely LOVE my Nexus 7 tablet. Having owned a couple of different Android tablets made by those other people (Samsung...even an iPad Mini), I can honestly say the N7 really is the best. With that being said, I would like to share my experience with them today, and I hope it helps others in being more informed about their decision to purchase in the future. Its kind of a long read, but you will be shocked at the end, so please see it through.

A week or so ago my tablet developed an issue where after waking it from standby I would have to toggle Airplane Mode on and off in order to access the internet. I was off work today so I called Google warranty about the issue. The gentleman I spoke with was very kind and, I believe, as helpful in the situation as he could be. After explaining the issue and running through some standard trouble shooting, the first technician I spoke with from Google concluded it was most likely a hardware issue and that someone from a different department (mind you, I was speaking to the warranty department already) would contact me via email in 24-48 hours.

After I hung up from him, I thought about it and something wasn't quite right. The warranty department should be able to generate a replacement or at the minimum an RMA right then, right? So I called back and asked to speak with a manager. I was transferred to a floor supervisor, explained everything that had transpired up until then, to which he promised to get to the bottom of the issue right then. He asked for my email address, which I provided, when he stated he could not find an order for a Nexus tablet. I proceeded to explain to him I purchased it from GameStop, I had the receipt with the box and date of purchase, when he abruptly cut me off to tell me he could not do anything about my warranty issue because it was bought from a third party. He explained I would have to go through the retailer or through Asus. Now, here is where my trouble with this begins. Is this not manufactured for, branded, and advertised as a GOOGLE Nexus 7 tablet...or is it brand, advertised, and sold as an Asus Nexus 7 tablet. Yes, I understand who actually manufactured it. But that is transparent. There are A LOT of products made by other manufacturers that are sold under a different brand name. In fact, there are actually quite few true "manufactures" in the world but they make and sell products daily under a different name. However, this floor supervisor was unwilling to provide me with any assistance at all. He did offer to connect me to Asus customer support.

Another hold later, and 20 something minutes into the call, I was connected to another very nice customer service rep from Asus. I again (third time) explained the issue and the steps already performed to remedy the situation. After speaking with him for a while, he agreed to issue an RMA so that one of there technicians could diagnose the problem and do a repair or replace. I asked at his point how long this process takes...TWO WEEKS. Mind you, I have only owned the tablet a total of exactly 7 weeks and 2 days. I told him that this was completely unacceptable. He then offered to upgrade my case to priority service. Again I asked for a time frame and was told this time...1-1/2 WEEKS, or 3 days faster. At this point I am furious. I asked if I could have a replacement sent out...NO. I asked if I could have one sent out with a hold on my credit card until my defective unit was received...NO. I asked if I could have a refund arranged...NO. I asked if he would be kind enough to contact GameStop to request an exchange be made...NO. MY ONLY OPTION ON A 7 WEEK OLD TABLET...A GOOGLE TABLET MIND YOU...WAS TO BE WITHOUT FOR 2 WEEKS! You have go to be kidding me! I sincerely thought Google was better than this.

I used the following analogy...you buy a brand new car. It has a warranty issue that needs fixed so you take it to the dealership at which point they say, "sorry but we cant fix it for 2 weeks" and leave you with no car. I honestly can not believe the customer service between these two companies is this poor. As well, I have had cell phones replaced by AT&T under warranty that CERTAINLY were not made by AT&T, yet Google does not share the same mindset although the tablet was clearly a Google product.

So, I write this as a warning for any of you that have purchased your tablet from GameStop, Best Buy, Staples, ect. what challenges you face should you ever need warranty service. And to those who did purchase off the Play Store exactly how Google is treating their customers. I love Google (a lot less now) but I will NEVER buy another Nexus/Google branded product again...not so much as rent a movie or buy a song from the play store. And I will take to any forum I can access to share my experience in an attempt to convince Google/Asus to improve their customer service. They have lost a customer and I implore you to share my experience with as many people as you can that may be considering a Google product or service in the future.