[grafx1]

I need to replace my defective screen tablet. I tried twice so far. After 45 minutes on hold, I gave up. What are their support hours so I can try at a less busy time?

How long have others waited?

[smitjeh]

I've called twice and both times took about 55 mins. Called about 4pm GMT

Sent from my Nexus 7 using Tapatalk 2

[alasjaka]

I actually had to wait about 1 hr and 10 mins to speak to someone....

[MajesticFlame]

I didn't call, I used email. It did take a couple of days for them to respond but I also didn't have sit on the phone waiting a hour either. They sent the link for getting the replacement and the return shipping label in the email. Hopefully the replacement ships out tomorrow since I don't want to send this one back until the replacement gets here.

[pdhahn]

The other nice thing about going the email route is that no matter how long it takes them to get back to you, you have some kind of written proof that you contacted them with the intent to return/exchange your device. I figure that has to count for something.

[grafx1]

What is the email address you used? Will they allow you to still use the old one until you get the replacement? I thought they were suppose to disable it remotely. Did they charge your credit card until they get the old one back?

[MajesticFlame]

Log into your Google wallet and click on your nexus 7 order (copy your order number as you'll need it for the form you fill out). Then click on Contact Google Inc./questions about my order. Answer the questions and fill out the form. Pick returns and refunds when the option is available. You'll be able to say it's defective and be able to pick replacement or refund if you want.

[illest813]

I just called and got right through. The kid said I should expect am email soon. Do you all think I should do the exchange online instead? (Poss faster? ) I don't want to screw anything up with my current order. Just based on other forum Members stories there is a good chance he didn't even put it through. Glad to hear they let you use your tablet while the replacement is being shipped though.

[grafx1]

MajesticFlame, thanks for the info. I just filled out the form. I live only 10 mins from Google in Mtn View. I hope there is a chance of swapping it out there

[uglyyeti]

The other nice thing about going the email route is that no matter how long it takes them to get back to you, you have some kind of written proof that you contacted them with the intent to return/exchange your device. I figure that has to count for something.

Don't count on that "written proof" - print the emails. I've had a seemingly simple warranty issue (just the charger), but I discovered this morning that the email I'd gotten from the support rep on the issue disappeared from my gmail account after an RMA was issued last night (for the entire device.) Apparently Google Support have the ability to delete or recall their emails from your gmail inbox (yes, I've checked the trash - I didn't delete it) - bizarre. The only reason I needed to go back to the original support email was the rep told me I could contact him directly without going through the phone queue again if the issue wasn't resolved correctly (which it wasn't.) Back to the support queue for me - last was time was only 35 minutes.

[uglyyeti]

Just called again - wait time was 31 minutes (not costing me any time - just letting it hold on speaker while I work.) They cannot replace my defective wall charger without replacing the entire device. That's nuts. A wall charger can't cost them a dollar - much less than shipping tablets back and forth, plus the hassle of starting over with a new unit after spending hours setting this one up. The support rep told me if I didn't want to exchange the entire unit, I could buy a working charger in the play store for $25 plus shipping. Ridiculous.

[Don Harris]

I just called 853-836-3987, my wait time was less than 1 minute, solved problem in less than 5 minutes by a very helpfull American speaking young lady.
I am a happy new customer.