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I got my Prime on January 16th, very happy and proud.
That was the only short period where I have been in that mood.
The more I used the Prime the more I could see that something was not as expected.
1) weak WiFi, compared to any other unit at home, and I have many and from different companies.
2) GPS did not work, (they did not have it removed from specs. yet)
3) Lot of waiting time to get ICS installed (because it was German and needs a specific firmware).
4) and most important thing, WiFi and BT does not work together, which in a tablet is like to say that "a car does not break unless you put your feet on the road to stop."
I have used HOURS on this tablet, troubleshooting, testing, reading, writing, tried 5 different firmwares, 2 different headsets, WiFi Channels, B,G,N. Reboots, resets.
Then 2 days ago, I decided to RMA mine, also after recommendaton by Gary, and ASUS Customer Service. (The latter.. in DK is poor as I never experienced before).
I have been told tuesday that I have to wait up to 48 hours, before getting ans answer, fine!.
Today at 11am the 48 hours were gone. I called and the first thing they asked me was:" what browser do you use"? I said why? I have Tablet's android, IE8 and IE9.. Why? "Ah because sometimes we have issues with RMA made on Explorer browsers."
So are you telling me that you do not receive the RMA, even though the side told me that "all was fine and was sent"?
After 10 minutes, the guy at ASUS CS found out, that nothing has been registered in their system, and he offered me to make a new one, directly.
I am so pissed of at this bunch of amateurs that I will NEVER EVER buy a nail from them.
They could not ask this question or make me aware of that issue, after I spoke to them 3 times the same day about it.
They are making fun of many and they are the less serious company I have ever handled with.
I work as Supporter.. I have some experiences with IT companies and suppliers.
This is the bottom level!
2 times I made the RMA and 2 times "all was fine according the site. I made it 2 times to be sure that I wrote the correct S/N number, as I was in doubt.
Gary if you read this, it's not excuse. Not your fault for sure, but this is out of line and I really believe that ASUS needs a HUGE Team Building, starting from your CEO and ending with you canteen people.
Tomorrow this "innocent" ASUS guy should call me to confirm the RMA is now created correctly. If this is not the case. All media in Denmark and Nothern Europe will read this and more.
Shame on ASUS, idiot me to handle with them!
sorry to hear about it. just keep on their case to make sure they get it done. good luck
If you want to contact Gary Key, PMing him is the method
Asus, And rep generally don't respond to thread on XDA or other forum, unless said topic is made by them.
And if they do respond, they will hardly respond to a thread with threats and insults.
Yelling and screaming at Customer service agent has been outdated 10+ year ago.
I mailed him and the Marketing Manager in Denmark.
Let's see!
bluewr said:
If you want to contact Gary Key, PMing him is the method
Asus, And rep generally don't respond to thread on XDA or other forum, unless said topic is made by them.
And if they do respond, they will hardly respond to a thread with threats and insults.
Yelling and screaming at Customer service agent has been outdated 10+ year ago.
Click to expand...
Click to collapse
PMed him twice...................still waiting !
bluewr said:
If you want to contact Gary Key, PMing him is the method
Asus, And rep generally don't respond to thread on XDA or other forum, unless said topic is made by them.
And if they do respond, they will hardly respond to a thread with threats and insults.
Yelling and screaming at Customer service agent has been outdated 10+ year ago.
Click to expand...
Click to collapse
I've seen Gary post in quite a few threads that weren't his which had particularly nasty attitudes toward ASUS/him. That's really more his job around here than anything IMO
Anyway, yeah, ASUS doesn't seem as organized as they should be. Especially things which are electronically filed, the information should be available to any and all relevant employees immediately upon receipt. As soon as the shipping company updates that the package has been shipped from the user up until the point it's back in my hands, ASUS reps should be able to tell me exactly what's going on and where it is. Naturally they move things in batches, but however they keep up with it is atrociously behind the times or something.
bimbobo said:
Shame on ASUS, idiot me to handle with them!
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Click to collapse
Maybe you'll feel little better knowing that ASUS Technical Support here in Poland is at the same or even worse level. I had no problem in registering my tablet for RMA but please be aware, that if you are going to RMA your Prime due to not working GPS it won't be repaired.
I decided to RMA me Prime at 9th of January and will never see it again because after one month since it has reached the Service Center in Czech Republic, ASUS Poland contacted me to say that GPS won't be fixed. They asked, if I want to start DOA procedure which should take about 3 weeks to get my money back.
We have 1st of March today and I'm still waiting... and what is really annoying, ASUS Poland is now unable to give me the exact date when my money will be returned!!!
My advice for you is to give up the RMA and request DOA, you'll save some time and health.
Gary won't help you here. I read at some thread here, that he has no way to contact with ASUS Europe. He has never replied to my PMs
Regards,
Pletwal
rdalev said:
PMed him twice...................still waiting !
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Click to collapse
Yeah me too. No response and I'm in the USA. Pmd 2 weeks apart. I will enjoy owning my prime but definitely will not buy Asus again. No laptops, monitors, tablets or motherboards ........
Sent from my Transformer Prime TF201 using Tapatalk
Most unfortunate. I don't mean to be rude when I sy this, but if you're an IT guy, why the hell would you be using IE?
That confuses me immensely.
Doktaphex said:
Most unfortunate. I don't mean to be rude when I sy this, but if you're an IT guy, why the hell would you be using IE?
That confuses me immensely.
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Click to collapse
IE 9 is pretty good as long as you dont care about printing I am in the IT field and will use it from time to time but I do think overall Firefox is king
I'm sorry to read that you the "OP" is being ran through the ringer. I hope they get on track with your RMA. I have come to find that Asus outside of Taiwan sucks Donkey D. Asus Taiwan rocks!! They will bend over backwards to take care of their customers. If things don't work out in your favor, shoot a detailed email of your case, a long with a reasonable resoultion to Asus International.
jdbaker82 said:
IE 9 is pretty good as long as you dont care about printing I am in the IT field and will use it from time to time but I do think overall Firefox is king
Click to expand...
Click to collapse
Even IE 8 has this issue with certain printers. I'm actually just running into that issue with a customer, and they can not grasp the fact the IE is not the only portal to the internet...
Firefox is the most stable in my experience. Chrome and Maxthon are fast; Chrome's heavily unreliable and its cache likes to act weird over time, Maxthon I haven't used but for a few seconds so don't know its drawbacks.
Anyway...
Sent from my Transformer Prime TF201 using xda premium via my tethered HTC Vision
..mail with UPS label arrived.
BUT it was WRONG, name and zip code to my house were not correct.
Called UPS, they could not change the info with the correct ones, and could not assure me that all could go well having the wrong address.
They suggested to call ASUS again and ask them for a new. I did it!
So now again new waiting time!
My trust in ASUS is gone, they do not do much to "re-gain it"
The unit will be sent to Chech Rep. for repair, and as I read, they probably do not fix WiFi/BT as "non faulty".
is this post a kind of therapy?
Enviado desde mi GT-I9000 usando Tapatalk
bimbobo said:
..mail with UPS label arrived.
BUT it was WRONG, name and zip code to my house were not correct.
Called UPS, they could not change the info with the correct ones, and could not assure me that all could go well having the wrong address.
They suggested to call ASUS again and ask them for a new. I did it!
So now again new waiting time!
My trust in ASUS is gone, they do not do much to "re-gain it"
The unit will be sent to Chech Rep. for repair, and as I read, they probably do not fix WiFi/BT as "non faulty".
Click to expand...
Click to collapse
Wow, that really is impressively awful on their part. I hope you get all of this resolved in the end.
.. I thought that somebody else could be interested in knowing that ASUS is not trustworthy when things goes bad.
Service is as important as the "fancy" products you sell.
Plus I wanted to share the fact, that if you do not check, push and follow up what they do, you won't get help.
If the mods are not happy with this thread, they are allowed to close or delete it.
There are many Europeans in this forum, who cannot mail or call Gary and his team.
We in Europe are left on our own. All the messages I read from people in Europe here, seems to confirm that.
Anyway, sorry for bothering some of you.
bimbobo said:
.. I thought that somebody else could be interested that ASUS is not trustworthy when things goes bad.
Service is as important as the "fancy" products you sell.
Plus I wann saher the fact, that if you do not check, push and follow up what they do, you won't get help.
If the mods are not happy with this thread, they are allow to close or delete it.
There are many Europeans in this forum, who cannot mail or call Gary and his team.
We in Europe are left on our own. All the messages I read from people in Europe here, seems to confirm that.
Anyway, sorry for bothering some of you.
Click to expand...
Click to collapse
I don't think you need to apologise at all. ASUS on the other hand owe you a rather large apology.
It seems that using the big voice and words helps.
A manager from ASUS in Sweden called me on the phone, apologizing for all the troubles.
The short story is, that they offered to fully refund the product.
Why? Because there is a 10% risk that even sending this at the Repair Center will not sove the issue. He wouldn't and couldn't tell me more, but the story is that, for some "reasons" and even though the WiFi/Bt is now a known problem, they cannot be sure to fix it.
I referred to Gary's mail to me and here in this forum about a possible solution, but yet, he COULD NOT be sure that the replacing parts will do the job. (Metal backplate still jamming everything?? This is MY guess!)
So now ASUS is creating the second RMA label, I will send it to Chech Rep., I will await what happens, and I will contact this manager at ASUS SE when I get it back.
Solved? peace of mind and enjoying finally this device
Not Solved? Refund.
If you get a case manager ***** at them till they send you a free accessory I got a free mouse with my full tablet+ dock refund
Mouse should be here Tuesday
Sent from my PG86100 using Tapatalk
Wordlywisewiz said:
If you get a case manager ***** at them till they send you a free accessory I got a free mouse with my full tablet+ dock refund
Mouse should be here Tuesday
Sent from my PG86100 using Tapatalk
Click to expand...
Click to collapse
*****ing is not what I wish, I like information, competence and support.
I have a tablet for 629€, with issues, they know it, and they should fix it.
I am not fishing about other stuff, just a working tablet.
All this caos is due to the fact that several people either know a little, or tell me different things about same question
Anyway. They will have another chance to act correctly, and I am in touch with a person, who can and will try to help.
Let's see how it goes in "Czech Rep. repair centre".
I understand this is not the most appropriate place to post this, but I'm sure many of you have experienced the Samsung Repair Service Centre (I would post this in a Samsung sub-forum but I couldn't find one) and you will be able to give me some advice.
So, if you want the whole story of how my phone got broke, read this: http://forum.xda-developers.com/show...5#post28416155
In short, I completely broke my Samsung Galaxy Ace plus the day after I took it out of the box. It's seemingly 100% bricked (literally no sign of life, no lights no screen no sound, nothing).
I phoned Samsung up a couple days later (after nobody replied to my emails) and I organised it to be repaired.
It's been 11 days since I sent it back.
I phoned on the 7th day to ask if it had even got there because there were no updates on my samsung product repair status page since the day I first phoned them up. I also asked if the address I was given was right (Just put on envelope "FREEPOST SAMAN REP", that was it) because it sounded invalid.
I gave them the IMEI and was told that it had reached them. I said thank you and goodbye.
Yesterday, my product repair status had finally updated to : Cancelled by ASC Non Defect (Working properly)
I rang up again.
I was on the phone for 10 minutes with this guy and he told me that they had no record of my phone arriving. He handed me on to his supervisor who I spoke to for a further 20 minutes.
She confirmed that it had not reached them yet or it had been improperly logged or it was lost in the mail.
I sent her a copy of my proof of postage through email in case it was the latter, so they could "organize something for me if it comes to the worst case scenario"
Knowing their reply rate to my emails, I doubt they'll even see it.
So, I sent off my broken phone to them like they told me to, and now they've lost it... or the address they gave me was indeed wrong like I originally expected, however it has not been sent to the return address after 10 days. I doubt the Post Office is at any fault here.
I understand how at the beginning of this mess I was at fault. I made my phone faulty through my own carelessness...
However, since then I feel like there's been an awful lot more Samsung carelessness. And it sounds like if they don't find my phone they won't even replace it, otherwise the woman over the phone wouldn't have been so ambiguous. The way she said it I expected nothing more than book voucher in return for all my trouble and their incompetence.
It's very troubling to think that my £166 may have only bought me just 1 day of pleasure and many weeks of distress.
Anyway, I'm hoping I can make the best out of a bad situation.
I have very little respect for these types of companies, and I have no problem in wrangling out a few pounds from them when they have wronged me. If this doesn't get resolved soon, I'm very tempted to go to Samsung UK directly and ask politely but firmly for a little compensation for all this crap. Maybe one of those Galaxy S3s.
Me and my Dad have been able to get similar compensations for bad service through a letter and a phone call before.
Maybe I can do something similar here.
Does anybody have any helpful advice?
Well......in short you do have the right to sue them.....
But then , you shouldn't have sent it through postage , but to the Service Centre
"I have to go. It's just....they really need me." - Sora
Perhaps you can sue them,If you have a written proof that samsung gave you wrong address..Sue those darned idiots mate.I will wish for your succesz
Ya...Sue them...Don't they even know to take care of a phone?
Is it me or Samsung really has problems with service, ok I understand, that in my country those are the sellers who do warranty repairs, but that makes Samsung look bad? Today I have called my sellers HQ, none answered, then I tried to skype, still no answer.
100% sue them...it clearly you have the right
Okay, I get the overwhelming impression that you all think I should sue them...
I have never sued anybody, neither have I tried. I imagine it's a little easier said than done
In the past though, I have found that the threat of legal action from similar situations gets results.
Shall I just write a letter to Samsung HQ in Surrey describing their problem with the threat of legal action if I don't get fully refunded and compensated?
Would it be so bad to ask for a Galaxy S III? Drafting the letter in my head, it seems a bit weedy if I tag along the sentence, "and in return for my troubles I'd like a Galaxy S III please, otherwise I will sue you!!!" It would just sound like an opportunist geek trying to get the phone that all his friends have.
However I can imagine they'd be more willing to send me a free and superior phone than to write me a cheque of x amount of £.
The only problem is, there's still the possibility that it might genuinely be lost in the mail through no fault of their own... seems very unlikely, but it's arguable.
Shall I wait a bit longer before I write a letter?
It's 12 days since I posted it. On the 15th day I should assume it has been lost in the mail and Samsung will "sort me out with something".
Further thoughts please.
Thanks for all the replies so far
You don't give a location, but I am guessing you are in UK. I was unable to follow the link to your original thread, but if you put a return address label on the package I would have thought that it would have been returned to you by now or it is at your local sorting/Post office.
Have you checked with them?
My suggestion would be to follow up your recent phone conversation with a letter to Samsung Customer Services in Gateshead and send a cc to the HQ in Surrey. Send both by recorded delivery, so that you have some kind of proof of delivery/receipt. In my experience, although not with Samsung, reason and facts can get better results than threats, you can keep the option of legal action if you get no satisfaction.
Give details of what has happened so far. (omitting the bit about how your phone was bricked! )
Try to give times and dates, what you discussed and, if possible, who you spoke to. Attach a copy of your proof of posting (but dont send original), copies of emails etc
Ask them what they are going to do now, tell them what you would like to see as the outcome of this situation. A phone and some kind of compensation for the inconvenience/phone calls/wasted time, I would guess? Give them a date by which you would like a reply, 14 or so days.
Best of luck.
That's just the kind of advice I was looking for.
Thanks Angewg, your help is very much appreciated
hedgehog90 said:
I understand this is not the most appropriate place to post this, but I'm sure many of you have experienced the Samsung Repair Service Centre (I would post this in a Samsung sub-forum but I couldn't find one) and you will be able to give me some advice.
So, if you want the whole story of how my phone got broke, read this: http://forum.xda-developers.com/show...5#post28416155
In short, I completely broke my Samsung Galaxy Ace plus the day after I took it out of the box. It's seemingly 100% bricked (literally no sign of life, no lights no screen no sound, nothing).
I phoned Samsung up a couple days later (after nobody replied to my emails) and I organised it to be repaired.
It's been 11 days since I sent it back.
I phoned on the 7th day to ask if it had even got there because there were no updates on my samsung product repair status page since the day I first phoned them up. I also asked if the address I was given was right (Just put on envelope "FREEPOST SAMAN REP", that was it) because it sounded invalid.
I gave them the IMEI and was told that it had reached them. I said thank you and goodbye.
Yesterday, my product repair status had finally updated to : Cancelled by ASCNon Defect (Working properly)
I rang up again.
I was on the phone for 10 minutes with this guy and he told me that they had no record of my phone arriving. He handed me on to his supervisor who I spoke to for a further 20 minutes.
She confirmed that it had not reached them yet or it had been improperly logged or it was lost in the mail.
I sent her a copy of my proof of postage through email in case it was the latter, so they could "organize something for me if it comes to the worst case scenario"
Knowing their reply rate to my emails, I doubt they'll even see it.
So, I sent off my broken phone to them like they told me to, and now they've lost it... or the address they gave me was indeed wrong like I originally expected, however it has not been sent to the return address after 10 days. I doubt the Post Office is at any fault here.
I understand how at the beginning of this mess I was at fault. I made my phone faulty through my own carelessness...
However, since then I feel like there's been an awful lot more Samsung carelessness. And it sounds like if they don't find my phone they won't even replace it, otherwise the woman over the phone wouldn't have been so ambiguous. The way she said it I expected nothing more than book voucher in return for all my trouble and their incompetence.
It's very troubling to think that my £166 may have only bought me just 1 day of pleasure and many weeks of distress.
Anyway, I'm hoping I can make the best out of a bad situation.
I have very little respect for these types of companies, and I have no problem in wrangling out a few pounds from them when they have wronged me. If this doesn't get resolved soon, I'm very tempted to go to Samsung UK directly and ask politely but firmly for a little compensation for all this crap. Maybe one of those Galaxy S3s.
Me and my Dad have been able to get similar compensations for bad service through a letter and a phone call before.
Maybe I can do something similar here.
Does anybody have any helpful advice?
Click to expand...
Click to collapse
Since your in the UK (yay!) you can take them to a small claims court. Also check out the amazing Martin Lewis MoneySavingExpert website. It explains your rights as a consumer.
Sent from my GT-S5830 using Tapatalk 2
I'm very tempted to go to Samsung UK directly and ask politely but firmly for a little compensation for all this crap. Maybe one of those Galaxy S3s.
Click to expand...
Click to collapse
Drafting the letter in my head, it seems a bit weedy if I tag along the sentence, "and in return for my troubles I'd like a Galaxy S III please, otherwise I will sue you!!!" It would just sound like an opportunist geek trying to get the phone that all his friends have.
Click to expand...
Click to collapse
even though i really understand your feelings and frustration i wasnt able to stop my slef from laughing lol... anyways i guess you shoud do as "Angewg" said .. talk.to the right and higher authority in Samsung first and keep the threat at court part for the end or if i may say you can argue first and threat/sue later on .... but you cant threat/sue first and then try to argue ... always play the "BIGGEST CARD/ACE" in the end .... good luck and do let us know what happened in the end .... if they gave you an S III too lol
even though i really understand your feelings and frustration i wasnt able to stop my slef from laughing lol... anyways i guess you shoud do as "Angewg" said .. talk.to the right and higher authority in Samsung first and keep the threat at court part for the end or if i may say you can argue first and threat/sue later on .... but you cant threat/sue first and then try to argue ... always play the "BIGGEST CARD/ACE" in the end .... good luck and do let us know what happened in the end .... if they gave you an S III too lol
Click to expand...
Click to collapse
My objective is not to get a Samsung Galaxy S III per se, but my thought was that I deserve not just my phone back but a little compensation. And I feel like it might be a stretch to ask for straight up money. So what could I realistically ask for? A superior phone. S III was the first that came to mind, and I think I am right in thinking it's the best smart phone that Samsung are producing right now.
I'll write the letter today. Thanks again everybody
hedgehog90 said:
My objective is not to get a Samsung Galaxy S III per se, but my thought was that I deserve not just my phone back but a little compensation. And I feel like it might be a stretch to ask for straight up money. So what could I realistically ask for? A superior phone. S III was the first that came to mind, and I think I am right in thinking it's the best smart phone that Samsung are producing right now.
I'll write the letter today. Thanks again everybody
Click to expand...
Click to collapse
I think the £400+ price difference between the two models makes it a bit of a stretch!
You could try asking for
a replacement phone with either a higher specification or a more recent model bearing in mind the inconvenience all this has caused you.
The ball is then in their court.
It might be a stretch... but not as much as a stretch as you suggest. I've just checked and the price difference is actually about £270.
I could argue that the trouble this has caused is about £270... Maybe?
I'll be phoning up the call centre at around 2 PM, explaining all this crap once again (taking names this time), and once and for all asking what's happened and what they are willing to do to help me, because this phone has well and truly been lost IMO.
Yeah there in the wrong but,
Am I the only person the doesn't like the American sueing thing. I just think that people make mistakes. Never see the need to sue anyone.
I thought most people in Britain thought the same way.
Sent from my GALAXY Ace.
I'm pissed off. Here's why:
I've just posted an extremely detailed letter explaining everything, along with copies of emails, pictures, screenshots, etc.
It took ages to write and compile all of this together.
I showed it to my Dad (who is well educated on legal matters such as this) and he told me it was a brilliant letter.
I wrote it on Friday, but didn't want to post it before checking that it was okay with my Dad, so that meant I had to wait til Monday.
At the end of the letter I requested a superior replacement phone as recompense (Galaxy S III), but if they didn't resolve the matter or they didn't reply within 14 days I'd take legal action as they were in violation of my consumer rights.
After posting this letter, I was told by a family member to try phoning the customer service 1 more time.
So I did, and then I was passed around several times between different operators, but I was eventually told this:
My phone was in repair and I should have it back shortly. I think they said 7 days, which would make the entire process a total of 25 days.
I was given the repair centre's phone number so I can track the progress.
So, it actually looks like I will be receiving a phone back...
This doesn't actually please me. I've been under the assumption the last few days that I have a very solid case against Samsung.
I believe that on receiving my letter I may just get what I want.
Would a company like Samsung prefer I took them to a claims court? I doubt it. I think they would probably sort me out with what I wanted before it would get to that.
But now that my phone is apparently safe and sound on its way back soon, I doubt my letter will be taken very seriously.
If they don't look into it and just throw a phone my way willy nilly, then I'd be very surprised, and i don't really consider that a possibility.
Now all I've got to complain about is the massive repair time and the time I've wasted on phone calls, research, emails and one long-ass letter.
In my eyes I still deserve compensation for this, and I probably still could say that I will consider legal action if they don't compensate me in some way, but the lack of a phone sure made it a lot easier to argue my case.
I'll report back in a few days.
Imo, too stupid samsung solve this problem at the court. They can replace your unit than repair because unit defects, in 5 minutes at samsung store.
Just got a phone call this morning. I should have my phone back before the end of the week.
This sucks. I bet they're not going to acknowledge my letter and I'm just gonna have to let all this **** go.
hedgehog90 said:
Just got a phone call this morning. I should have my phone back before the end of the week.
This sucks. I bet they're not going to acknowledge my letter and I'm just gonna have to let all this **** go.
Click to expand...
Click to collapse
Ask for compensation from them.
It's Monday, I haven't received a repaired phone, I haven't got a phone call, I haven't received a written reply.
Nothing.
I hate this.
It's definitely bricked. I messed up the recovery, then proceeded to mess up the boot trying to fix the recovery without researching the possible side effects. Constant loop now.
Is there a way to utilize any standard warranty to replace my device? I've read that some people have good experiences with Amazon customer service with their HD Fire's. Is there anything I should omit about what's been done to the device or something I should say that has been done?
Obviously don't want to use the R word. Last paragraph here apparently works: http://forum.xda-developers.com/showpost.php?p=63012306&postcount=90
DoLooper said:
Obviously don't want to use the R word. Last paragraph here apparently works: http://forum.xda-developers.com/showpost.php?p=63012306&postcount=90
Click to expand...
Click to collapse
I just wanted to update this by saying the night I posted this, I went ahead and contacted Amazon via chat (don't ask me how, getting personalized customer service is like finding a diamond in the rough there). I mixed a small amount of flattery and spruced it up by sounding completely out of my element. I started by saying something along the lines of "Hey, I know I may have stretched beyond my technical prowess, and I know warranties have limitations, but I had heard that you guys have been very gracious and forgiving in the past and am just reaching out to see if there's still any help for me"...I don't remember, but it was something along those lines. I did leave out the "R" word , but I did say pretty much what I put into my OP, and the guy was like "This isn't normally covered, but I have gone ahead and sent you a replacement, please return the malfunctioning...." etc etc. So A+++ to customer service. I was expecting the worse and got much better results than I had hoped.
Hi 6P Lovers
I am attaching the transcript of the conversation I had with Google, I have provided them all the issues that users currently are facing with their NEXUS 6P devices and Google said they aren't aware of the issues and have not heard back from any of the customers yet, so I have asked them to open a case to track this, Here is the case number: [1-6402000009369] , Please post your concerns against this case to make google take necessary action and Use this case number in your subject line.
Transcript with Google:
11/09/2015 09:38:05 AM UTC*8
09:45:49 XXXX Google Rep.: Hello there! Thank you for contacting Google. My name is XXXX Google Rep. I see you'd like to
provide some feedback * let me have it!
09:46:00 [email protected]: Hi XXXX Google Rep
09:46:14 [email protected]: I am afraid of using Nexus 6P
09:46:38 [email protected]: I would like to bring the following to googles notice
09:47:06 [email protected]: 1. Body quality of Nexus 6p 2. Camera Glass Breaking on its own
09:47:18 [email protected]: I would like to discuss more on these two
09:48:15 XXXX Google Rep.: Sure thing!
09:48:48 XXXX Google Rep.: I'd like to let yo know that we take feedback very seriously, and I'll make sure this gets
read. Currently, we have no information on either of these two subjects. We rely on our customers to get a
beat on what's happening.
09:49:36 [email protected]: ok I am a Phone reviewer and writes reviews on phones
09:50:01 [email protected]: Please refer to the following video on Build quality
09:50:06 [email protected]: <Bend test: Nexus 6p is a joke! Round TWO - Why does it bend?>
09:50:12 [email protected]: Please review
09:50:36 [email protected]: Following is the reports on the Camera Glass
<Android Police Auto Glass shattering issues>
09:50:41 [email protected]: I will wait
09:50:56 [email protected]: Please review and let me know
09:52:00 XXXX Google Rep.: You are super prepared!
09:52:23 XXXX Google Rep.: I appreciate the information you've brought to my attention, but I'm unable to respond in
the fashion you're requesting.
09:52:25 [email protected]: I love this phone, by seeing these reviews it scares me
09:52:48 [email protected]: I am really worried about the things happening with this phone
09:53:01 XXXX Google Rep.: I'm being very honest with you when I say we currently have no reports or
announcements regarding this issue.
09:53:23 [email protected]: I have a forum where users are complaining
09:53:49 [email protected]: about the Power switch which is bending the body around its area
09:54:06 [email protected]: I am going to send those reviews als
09:54:18 XXXX Google Rep.: Okay!
09:55:54 [email protected]: XDA's Bent in 2 days link
09:56:56 [email protected]: My friend has started this topic
09:57:01 [email protected]: in this forum
09:57:37 XXXX Google Rep.: Ah okay.
09:57:56 XXXX Google Rep.: Thank you for providing these, I'll make sure they're submitted with the feedback.
09:58:07 [email protected]: So what about my phone?
09:58:36 [email protected]: if I face these issues, I want assurance from google that, they will be
taken care
09:58:59 [email protected]: when the phone is so good, why google did not take necessary steps to
keep it Solid
09:59:30 XXXX Google Rep.: Google has a 15*day return policy, from the date you received your phone, to return it
for a full refund. After that, was have a one*year limited warranty. Physical damage, however, would not be
covered by this warranty and would have to be referred to the manufacturer for repairs for cost.
09:59:55 [email protected]: one more metal bucket in the center of the body to place all the
Hardware would have made phone more stronger
10:00:05 XXXX Google Rep.: At this point and time we are still tracking any issues that are occurring with the new
phone. As of yet, there is not enough information for any sort of recourse, and thus I am unable to offer you
a pro*active solution.
10:01:17 [email protected]: Now that I am providing you the substantial proof, would you like to
escalate this to a manager and take the necessary action?
10:02:11 XXXX Google Rep.: I'd be more than happy to keep track of your case, provide support, and escalate this as
need be. At this point their answer will be much the same, as we have the same information. If you do have
a problem in the future, however, we can see what we can do.
10:02:44 [email protected]: Can you please open a case with these notes are keep a track of it
10:03:06 XXXX Google Rep.: Of course!
10:03:08 [email protected]: can you provide the reference or case number
10:03:24 XXXX Google Rep.: I will send you a follow up email after this, and in the subject line it will have the case
number.
10:03:35 XXXX Google Rep.: You will also be able to reply directly to that email and it will come straight to my inbox.
10:03:52 [email protected]: Can you also provide the Chat transcript
10:04:52 [email protected]: I mean in the email
10:05:18 XXXX Google Rep.: Of course! After this chat I will provide you with a PDF of our chat.
10:06:22 [email protected]: Sure XXXX Google Rep
10:06:28 [email protected]: I would like to hear from Google
10:07:18 [email protected]: Hope they will take care of these issues and provide a response to all its
customers
10:07:38 XXX[email protected]: please do your best and have this opportunity to make a big change in
your organization
10:07:42 XXXX Google Rep.: We're working on it, I promise. The phones haven't been out that long and data is still
being collected.
10:08:06 XXXX Google Rep.: We rely on our customers for feedback, so I do appreciate you letting me know your
concerns. The more we hear from you and other customers, the more we can do.
10:08:25 [email protected]: Ok please mail me
10:08:50 XXXX Google Rep.: If you would like to submit your own form of feedback, you can go to store.google.com.
If you scroll to the bottom, in small letters on the left*ish, is an option to send feedback.
10:09:21 XXXX Google Rep.: Is there anything else I may be able to assist you with today?
10:10:24 [email protected]: For now no
10:11:00 XXXX Google Rep.: Thanks for contacting Google! There’s a short survey coming up, we’d love to hear your
feedback about our interaction today. Have a great day!
Regards
Chanu
Wow, they exercised some extreme patience with you.
Do you have a link to some of your phone reviews? I'm curious...
init bit of a bs story if im honest, why would you think he could do anything to help you?
TheLoverMan said:
init bit of a bs story if im honest, why would you think he could do anything to help you?
Click to expand...
Click to collapse
Not Ye! He is not helping me here by anyway (My phone doesn't show any signs of damage yet!), he just opened a case and we can use that case to update the issues!
dont know what phone to get know after reading this sort of stuff. Might just stick with nexus 6
TheLoverMan said:
dont know what phone to get know after reading this sort of stuff. Might just stick with nexus 6
Click to expand...
Click to collapse
Don't be skittish, like a deer.
For example today my Nexus 6P was delivered (in New Zealand)
I too have read many things, here and in Reddit. I had an extensive checklist to run through on my phone and I just finished -- Not one single thing wrong with it.
And you know what? I didn't enjoy the moment like I should.
Receiving new tech should be fun, damnit. But I fell victim like you to all the whiners (with legit complaints) making lots of noise. I dreaded discovering my phone had blue tint, pink tint, uneven speakers, scratches, blood stains, faeces smeared all over it and live insects nesting in the earphone jack.
Odds are 95-99% of all devices are pristine like mine. It's the 1-5% making heaps of noise that attract all the attention. Unwarranted in my opinion. This phone rocks, believe the reviews.
/rant over
Cheers fella thanks for that just what i needed, nexus 6p here i come
I don't buy that the girl video wasn't rigged and the gorilla video tells us only that gorillas are strong. When you get your phone you're going to see that its quite strong. Chances are like me you will at first gingerly bend test it just because curiosity wont let you rest until you give it just a little tweak. When you do that you're going to think that as it didn't bend at all maybe you will give er a little more and see what it does and it's still not going to bend. At this point you're going to recall the half dozen videos of grown men putting enough force on the phone to whiten their knuckles without bending it at all and you're going to realize that what you suspected from the start is true, there is nothing wrong with the strength of this phone.
While we're at it I also don't buy that people have bent the frames of their phones at the power button because "their case was too tight" or "its very thin there" or any of the other things people said. Either the phones came that way and they didn't notice till later or they banged it into something to cause it. As soon as you folks get your phones examine the area around the power switch and the way it is constructed while trying to convince yourself that someone pressing the power button or a case that was too tight bent it in that location. I don't think you're going to be able to do it, I think you're going to say, "Yeah, not a chance in hell."
Don't take me for a fanboy either. I get a new phone every time the next thing comes out and this one will be gone soon enough as well. I can give you a list of things I think the phone could do better but then I could do that with every phone I've had. I also can say that I have broken a phone by sitting on it. I was in Florida and it was flopped my bony butt down on a park bench with the phone in my back pocket. Managed to center the screen on a bolt because I do things right and sure enough I broke it. I broke it. It wasn't flawed.
I guess these kinds of posts are starting to get into my craw because one person after another keeps debunking these click baiters but people just keep lapping it up.
Google, like every other company selling hardware, have a very good method to find manufacturing issues or design problems. I can assure you that you have wasted yours and googles time with this.
If every company just listened to what people say they would never find real problems.
It is just going to take time. They will evalute returned phones and figure out of they have real problems or just user error.
It just takes time for them to evaluate this.
All the "did you know this and that" conversations are ignored for real hard objective evalutions on actual phones.
If you can't wait while they do this process, don't be an early adopter.
Sent from my SM-N920P using Tapatalk
I agree. Nothing is wrong with your phone and I'm sure that no one asked you to open a case with Google. If I were that rep I would of told you to contact me when something is wrong. Until then have a great day
Sent from my Nexus 6P using Tapatalk
This is exactly why I feel bad for Google reps. This thread is a perfect example of don't act like this guy.
So you told google you were a phone reviewer? For what company? It's like you called asking for special treatment sending them links of other people's problems and videos of people purposely destroying the phone. As far as the damage around the power button, it seems that some of the cases are on tight enough to make removing the phone difficult.
Can you post a link to your website so we can read your phone reviews?
Edit: 6 whole posts by the OP.
while the OP is very lame, and his 'efforts' are indeed useless I would not attack him so unconditionally. Google needs to take responsibility in the long if not short-run. Nowadays customer service is more/less ienffective, unless you have warranty, otherwise, most likely they'll respond like robots, i think it is in rarer cases and if you rae very thorough and convincing anything special happens. But as with the Nexus 5 (which has a cheap build to it no matter how smooth of a phone it is) releasing cheap quality phones or phones with problems will not get google very far.
persianrisk said:
while the OP is very lame, and his 'efforts' are indeed useless I would not attack him so unconditionally. Google needs to take responsibility in the long if not short-run. Nowadays customer service is more/less ienffective, unless you have warranty, otherwise, most likely they'll respond like robots, i think it is in rarer cases and if you rae very thorough and convincing anything special happens. But as with the Nexus 5 (which has a cheap build to it no matter how smooth of a phone it is) releasing cheap quality phones or phones with problems will not get google very far.
Click to expand...
Click to collapse
Google has offered RMA for every person on here that has asked for it. How much better customer service do you want? The guy was trolling, wanting a ticket opened for every problem reported on the internet. That's ridiculous.
To all you folks claiming Google has bad customer service, let me explain to you my situation which will prove otherwise.
I contacted google for an RMA earlier, stating that I was unsure if my screen was defective or not due to XDA forum members showing pictures of their displays and I was worried mines might be the same. Asked if it was possible I could RMA and do a comparison with the second device to try to isolate this display issue that some folks are experiencing.
Google CSR: Sure no problem, let me get that RMA process started for you. Just to let you know, I will need you to verify your email, last 4 digits of your CC used to purchase the device and your billing zip code. Also you will have a temporary hold on your CC due to the fact you will be receiving two of our devices and the charge will be lifted once the other device is returned. Also could you provide the IMEI?
Me: Sure no problem. (Gave him the information he needed).
Google CSR: I'll be sending you an email to get the RMA process initiated. You have 24 hours to initiate the process.
Me: Is it possible I could overnight this RMA so I will have the phone within the next day or two?
Google CSR: Let me check with our shipping department. (Comes back 2-3 mins later). Just got the green light from the shipping department to go ahead and select overnight shipping.
Me: Thank you.
Now does that sound like bad customer service to you? Let me remind you that he didn't ask me any questions other than the necessary information he needed to start the RMA process.
I'd call this excellent customer service. Most places, you would have to deal with CSR and tech support for 30 mins up to 2-3 hours before they can start an RMA process. This only took me 5 mins. TOPS.
Thank you Google for providing excellent customer service and not being a pain in my a$$ when it comes to a concerned customer who might have received a defective device.
91SDLegend said:
To all you folks claiming Google has bad customer service, let me explain to you my situation which will prove otherwise.
I contacted google for an RMA earlier, stating that I was unsure if my screen was defective or not due to XDA forum members showing pictures of their displays and I was worried mines might be the same. Asked if it was possible I could RMA and do a comparison with the second device to try to isolate this display issue that some folks are experiencing.
Google CSR: Sure no problem, let me get that RMA process started for you. Just to let you know, I will need you to verify your email, last 4 digits of your CC used to purchase the device and your billing zip code. Also you will have a temporary hold on your CC due to the fact you will be receiving two of our devices and the charge will be lifted once the other device is returned. Also could you provide the IMEI?
Me: Sure no problem. (Gave him the information he needed).
Google CSR: I'll be sending you an email to get the RMA process initiated. You have 24 hours to initiate the process.
Me: Is it possible I could overnight this RMA so I will have the phone within the next day or two?
Google CSR: Let me check with our shipping department. (Comes back 2-3 mins later). Just got the green light from the shipping department to go ahead and select overnight shipping.
Me: Thank you.
Now does that sound like bad customer service to you? Let me remind you that he didn't ask me any questions other than the necessary information he needed to start the RMA process.
I'd call this excellent customer service. Most places, you would have to deal with CSR and tech support for 30 mins up to 2-3 hours before they can start an RMA process. This only took me 5 mins. TOPS.
Thank you Google for providing excellent customer service and not being a pain in my a$$ when it comes to a concerned customer who might have received a defective device.
Click to expand...
Click to collapse
For everyone here, I am a big fan of Nexus 6P and I have opened this ticket to help people who are facing issues, I wanted to show everyone how good Googles Customer Service is, Why everyone have to think that this Incident is Bad, see the bright side of it, you just have to know that Google is supporting any kind of issues with the phone. I am just trying to give another hand. Get it right!
TheLoverMan said:
init bit of a bs story if im honest, why would you think he could do anything to help you?
Click to expand...
Click to collapse
I'd also like to read/watch OPs reviews as it's always good to have additional sources. But I hope you're not chanu varma on YouTube with a video of a burnt one plus one.
gie62001 said:
I'd also like to read/watch OPs reviews as it's always good to have additional sources. But I hope you're not chanu varma on YouTube with a video of a burnt one plus one.
Click to expand...
Click to collapse
Yeah, I bet it is, and there is one phone related video that isn't even a review.
OP: post your review site or YouTube link so we can check them out.
To be fair nexus devices do seem to have an unusually high rate of poor quality devices sent out. As mentioned on another post I've had many Samsung devices, none have arrived faulty. As for Nexus devices I personally haven't had a single one that hasn't needed to be returned at least once. sometimes I've given up and got a refund.
The more advertising (like this guys transcript) that goes public the better.
Who knows they might finally step up their quality control.
Thread cleaned.
Having said that, I think we can do without the trolling and name-calling that this thread has evolved into. Abide by the forum rules you all agreed to when you joined this site, and stay on topic, otherwise, this thread will be closed.
Cheers
Magnum_Enforcer
FSM
The BLEEP!
Just opened my package and noticed the bottom right corner literally a perfect 2x2 square of white/blue pixels.....PISSED!
I turn on the display and they change to red and jump around with each press...-_-
Excuse the photo quality (Taken with Blackberry Classic)
I call Google...and the fool in whatever country is asking me for my "Legal Zip code" ...I have never been asked for my "legal" zip code..............
So annoying.
I had to get belligerent after I asked for a supervisor twice after he tells me what he thinks the supervisor will or will not do, MFér I didn't ask you what the BLEEP you thought.....
She gets on the line and I provide her the same zip code and she "sees" the zip code on my account..aww ok...cool....verify my card info and now I await the "replacement order" - instructions on how to return the phone back etc......ugh I am so irritated.
What a JOKE! Companies and this You’ve ordered a replacement from the Google Store. The replacement order may appear as an authorization (AUTH) on your credit card but you will not be charged for the device, tax, or shipping, under normal circumstances.
ALL purchases are temp auths until the merchant post....so inconveniencing ! Essentially charging excess over $1000 for a faulty device!
Gone are the days of sense. I shouldn't have to charge my device, or be without a device especially when the device itself is damaged upon delivery, ship out the replacement and return the damaged unit. So much for service.....I am beyond pissed right now with FOOGLE. They make things so difficult, I am pretty sure the numbers of people who had frauded or tried to scam are minuscule, why not do a pre auth charge form where if we dont receive device in X amount of days you will be charged THEN not before holding up my money for your business error....pathetic....
this is gold.
Instead of being belligerent with Google customer service, why don't you understand RMA protocol. If you looked around in threads and see other people's experience (including myself) it's flawlessly easy to take care of and not inconvenient at all. All you had to do is give them your zip... or ever easier the order # so they can pull up the order. You're taking this experience way out of proportion.
Anyways it worked out so good for you.
your thread from January 4
http://forum.xda-developers.com/nexus-6p/help/huawei-return-policy-t3285583
sounds like some lies mixed w some fish going on in here
Being a **** to some minimum wage worker is not necessary.
Sent from my Nexus 6P using Tapatalk
Lol this is going to be fun to follow. Subscribed!
Your getting another device so technically, you will have two. They put a hold on it so if you decide to keep both, they will charge you for it. They can't just go back go a previous charge and put a charge on that. That will be fraud. It's a simple hold. Sounds like OP wants attention.
I wish I can listen to that phone call.
Sent from my Nexus 6P using Tapatalk
I don't really see the point of this thread. It's also unclear how this relates to the thread you posted just 4 days ago in the Q&A forum with a similar issue?
Either way, this doesn't belong here.
Closed