Related
These are just a few steps that you should take before sending your unit in for an RMA.
1) Document all calls, who you spoke to, what time and day and if they have an ID number or direct line.
2) Document your device with pictures, take pictures of the Primes front, back sides and with the screen both on and off if possible. Document your serial number, device ID firmware, oh heck just take a picture of your about device screen, LOL.
3) Keep your receipts handy, as you may be able to go back to the retailer and plead your case.
4) ALWAYS BE POLITE, DON'T YELL, SCREAM, SWEAR, DEMAND ANYTHING, BE POLITE BUT FIRM!
If Anyone else has anything to add please feel free to let me know.
Bump, thought this deserved one.
While the above might seem like common sense to most, trust me it is critical.
Just got through the refund process, my check is supposed to be in the mail. I'll post back when I do get it but keeping a well documented list of the communication and providing the RMA team with as much info as possible saved my ass more than once.
So far I can tell you that the process is flawed but I must also say that I've dealt with some great individuals.
do i need to factory wipe before sending? how about locking it with a password... remove that as well or not require?
i have 7 bright pixels on my screen... i want it fixed, but all the reports of months delay scared me enough to not send it.
Sent from my Transformer Prime TF201 using Tapatalk
And number 4 is the hardest bit.
After having been told, "I'm really very sorry, and your point is right, but that's the way it is," about 10 times in a row, I have a tendency to get a little frustrated.
Of course, I'm talking about the Japanese service center here (absolutely awful), so the politeness is to be expected, but when it turns into a broken record, I want to run out to Chiba myself and pound on their door.
But you're right of course. Politeness is deadly important.
it's amazing, every time i call they ask me to "verify" my information, and you can tell they are actually just entering it into the computer. Why else would they have to confirm "oh so your address is xyz is that correect?" and they spell things back and spell them wrong...smh What's the point?
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.
This is a rant. If you don't like rants then move along.
I am trying to purchase a Nexus 10. And this has been, without doubt, the worst customer experience I have EVER had. First: I buy a N10. The screen is defective, so I RMA it. The replacement arrives (eventually). It is worst than the first. I RMA it as well. I am sent the RMA forms and am told that TNT will send me the return shipping labels. After two days, no labels arrive. I call TNT. They tell me they don't send shipping labels out for Google and that I need to speak to them. They also tell me they will pick up the device, but I need a Google account code. I call Google. I sit on hold for 20 mins+ and am cut off. I call again. 10 more minutes on hold. They tell me the code, adding that they have had endless problems with TNT. I call TNT. I give them the code. They put it all through, but say they need an address to send it to. I don't have one, obviously. I call Google back - again. I sit on hold - again. I speak to 3 people this time. I am told by each that they do not have an address to give me. Yep: Google - which, as it's defining mission statement aims to gather up the world's information - cannot tell me where I have to send my Google device to be RMA'd'. They say that the address is in the barcode of the RMA, and that this can be scanned by TNT. I wonder how TNT can scan the barcode when the RMA form is put inside the box as per their return instructions, but am told that TNT have the code linked to my address. But TNT say they know nothing about it. Eventually I say I am going to put both my faulty N10s in a box - seal it - cancel my orders - and let Google fight it out with my credit card company when the monies don't arrive. After all: I have two faulty devices, and no-one can tell me where or how to send them back. I eventually - after about 1.5 hours on the phone - get put through to a supervisor, who tells me he is going to escalate the case. I have heard all this before, but apparently have no choice since the escalations shipping team don't come on shift for another 5 hours. I tell the supervisor that this is it, and if I don't get a definitive solution to this within 24 hours then I'm sealing the box.
And that, ladies and gentlemen, is where I am at. This is beyond parody. Literally unbelievable.
#2
I decide to call TNT again. They reaffirm their 'we have no idea what you're on about' line. But I get put through to someone who very helpfully says they can sort out a return. They take my details. set up consignment number etc,. and set collection for today. After 10 minutes or so, I ask her what address to put on the bag with the N10 in, and begins: 'ASUS...'. Who? I ask. 'ASUS', she says: 'the people who make them'. 'No', I say, 'they make the N7, this is a N10'. 'Oh' she says, 'the one's made by Samsung - well in that case you need to get Google to send you the labels'.
Has anyone else had any experience of this? How, exactly, are you supposed to return something with no return address?
I'm also facing very similar issues.
Between both companies i am very disappointed.
I will update you once I have spoken to Google for the 4th time this evening
Wow, this sounds like some sort of horrible comedy sketch.
All I can say is that I feel for you, and I hope you get it sorted soon.
Failing that, cancel the payment, keep the devices, and wait for nothing to happen, since, you being unable to find the people to return it to, either 1) they'll call you, or 2) nothing will come of it and you can keep 2 free N10's.
You could defend this in court if it came to it since thy're practically making it impossible for you to send them back.
#3
It turns out that the distributor for Google in the UK is a company called Computer 2000. I have just managed to speak to the lady who sends out the RMA shipping labels for the N10s. But she can only send one out when she gets my RMA code sent to her in the daily report from Google. I get back on the phone to Google. Eventually I'm told that my RMA code has been sent out (this was apparently done 50 minutes ago, so I guess the escalation from the supervisor has happened), and that I need to wait for the labels. Again. Or something.
And to think I sold my iPad for this.
I strongly suspect a call to Visa is on the cards. But let's see.
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.
eager27 said:
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.
Click to expand...
Click to collapse
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!!
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
sharp910sh said:
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!!
Click to expand...
Click to collapse
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.
fredphoesh said:
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
Click to expand...
Click to collapse
Let's see how your karma holds up when you get to the actual 'returning' part, shall we? :fingers-crossed:
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
Sent from my Nexus 10 using Tapatalk HD
boominski said:
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:
Click to expand...
Click to collapse
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.
sharp910sh said:
. They need a UK call centre.
Click to expand...
Click to collapse
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.
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?
Wow. What a nightmare. Good luck. Get it together, Google.
Sent from my EVO using xda premium
mrmotivator said:
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?
Click to expand...
Click to collapse
So you have been charged 390 x 4? £1560? Google must be laughing!
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.
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
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
Tiggerbits said:
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
Click to expand...
Click to collapse
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.
Sent from my GT-I9300 using Tapatalk 2
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."
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?
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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
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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.
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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.
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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?
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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.
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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
Compensation for Galaxy Note 7 Owners. Sign the petition if you guys can.
Change.org Link:
https://www.change.org/p/samsung-compensation-for-galaxy-note-7-owners
After reading that laundry list of those dema---errr requests I feel pretty confident that it ain't gonna happen but I suppose we'll see what happens.
br0adband said:
After reading that laundry list of those dema---errr requests I feel pretty confident that it ain't gonna happen but I suppose we'll see what happens.
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Chances are slim, but hey never hurt to try right? You never know!
I'm the person who started that petition.
Being an ex-N7 owner and now S7 Edge owner, I was on several forums and the most common demand was the ability to upgrade to the next Note without a penalty or a free Note altogether. So the $1000 is an estimate on what it would cost for a free Note, case, and screen protector. Do I honestly think Samsung will do it? No. However that doesn't mean we can't ask. In fact we should request something COLLECTIVELY so they understand it's not just a few sporadic groups complaining.
Basically if you don't ask, you will most likely get nothing. If you look at the petition, I've added updates showing how Samsung is considering an upgrade option for those affected by the recall. Is this because of the petition? I have no clue, but they know it's there and they know the number of signers is growing..... because it's also posted on their forum.
Even if you don't agree on the petition verbatim, please SIGN & SHARE. The more support we have, the more it will encourage them to step up and make the options better for us.
jealbr75 said:
I'm the person who started that petition.
Being an ex-N7 owner and now S7 Edge owner, I was on several forums and the most common demand was the ability to upgrade to the next Note without a penalty or a free Note altogether. So the $1000 is an estimate on what it would cost for a free Note, case, and screen protector. Do I honestly think Samsung will do it? No. However that doesn't mean we can't ask. In fact we should request something COLLECTIVELY so they understand it's not just a few sporadic groups complaining.
Basically if you don't ask, you will most likely get nothing. If you look at the petition, I've added updates showing how Samsung is considering an upgrade option for those affected by the recall. Is this because of the petition? I have no clue, but they know it's there and they know the number of signers is growing..... because it's also posted on their forum.
Even if you don't agree on the petition verbatim, please SIGN & SHARE. The more support we have, the more it will encourage them to step up and make the options better for us.
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Hmmm, hitting the 1,000 mark real soon.
Oh absolutely, let Sammy hear what's up. Shoot, spent $1k and exchanging a lower end device? The loyal customers def. deserves something better IMO.
Hmm, maybe a class action lawsuit?
Samsung is doing what they can to handle the situation, with refunds and exchanges and even some credit towards future purchases (in amounts they feel are adequate) but if a bunch of people continue to press them for more and more and more it's just going to hurt them more and more and more as they're trying to resolve things.
They probably look upon such requests or petitions and attach some level of understanding towards the consumers who are affected by this whole fiasco since it started and they will do their best to settle things.
Jumping on a bandwagon heading into a situation that is already on fire (pun intended) isn't actually helping, but that's my personal view on the situation. Samsung simply cannot be expected to be "OK" with the loss of all the money from all the defective devices that were manufactured and should be returned + all the money they're losing from the lost sales of millions more units that will never be made (but were projected sales) + all the money they're going to have to spend to keep the recall in place till all the units they can get returned do actually make it back to them + all the money it's going to cost them to destroy all the units that get returned + all the money for all the devices they're using as exchange units that now won't actually be sold + legal fees + the cost of the booths in the airports they're putting up + more and more and more... not to mention the hit to their reputation which can't be expressed as a monetary cost + the hit to their stock price as that reputation sours more and more each day no matter what they try to do to gain some level of control over this entire situation.
And then some people think because they owned a Note 7 that they feel like they should get a big discount on the next flagship device from Samsung in 2017 or that perhaps on some level they feel they should get it completely free too.
This is a lose-lose-lose-holy-crap-we've-lost-so-huge situation for Samsung and it's not going to end anytime soon, unfortunately.
After all this, I'm not saying customers don't deserve to be compensated for time and effort and the hassles of dealing with this, I'm saying that sometimes people - especially large groups of people - just go a bit too far in their demands and requests, this could eventually be one of those situations.
br0adband said:
Jumping on a bandwagon heading into a situation that is already on fire (pun intended) isn't actually helping, but that's my personal view on the situation.
[snip] not to mention the hit to their reputation which can't be expressed as a monetary cost + the hit to their stock price as that reputation sours more and more each day no matter what they try to do to gain some level of control over this entire situation.
[snip]
.
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Problem is, they've had my money for a couple of months and supplied me with (according to them) two dangerous devices, then completely stop responding to phone calls, emails, tweets.
They've scheduled someone to come to my house to collect it at a date and time when I'm not here, but attempts to get through to them also fail.
They haven't responded to questions about the refund process in general, nor about how we can get refunds for 3rd party accessories where the retailer won't accept the return. Amazon were great (though charged me P&P), but I have other bits (Brodit car adapter, for example).
I've just initiated a credit card chargeback so that I at least get a refund.
Unfortunately for Samsung, those who are reasonably high net worth can afford to pick and choose brands, and the replacement TVs, washing machine, fridge etc all won't be Samsung since they've proven they can't provide even a basic level of customer service.
Another set of brands that set themselves apart, http://www.bbc.co.uk/news/business-35301019 - those I won't buy from either since, again, and regardless of 'fault', they've proven they can't provide the level of service that customers need.
You're absolutely correct in how things are being handled overall and I'm 100% certain that the recall (both of them) and the refunds/exchanges/etc - especially in situations where people did surrender a previously owned device so they could essentially be without one entirely if they return the Note 7 they currently own) - could be dealt with better. I've been reading reports in the past 24 hours of some basically scummy ways that customer concerns are being addressed with respect to returning the devices worldwide and it's pretty disheartening when the end user is just trying to do the right thing themselves and they encounter a brick wall of sorts even so.
I hope it all works out for everyone and it doesn't kill Samsung to such a degree that they never ever produce another device like the Note but I'm leaning to the direction that they probably feel the Note brand is now so forever tarnished they may just drop it entirely, even as a branding label on the tablet line too.
Was just saying in another thread that it's somewhat odd that no other company over the past 5 years or so since the original Galaxy Note has appeared ever produced a device that could match it or even come close because of the Wacom hardware Samsung was smart to choose.
If there was ever a time for any company to pounce on this market - and it's a huge one considering how popular the Note series has been so far - this is it.