Google Nexus 10 returns being shipped to new customers?

Hi,

I ordered a Google Nexus 10 device 2 weeks ago. It turned up in a jiffy bag and on opening I discovered that the security seal was broken, the box was dented and there was a lot of dust on the screen protector.

Google policy states not to accept delivery if security seal is broken. Unfortunately delivery drivers do not hang around and so i contacted Google about this. They sent me an RMA document and I am in the process of returning the first device. Interestingly, a member of the Google Team I spoke to said Google were backlogged with returns and subsequently I would not be getting my returns label for 14 business days! Google policy states you have 21 days to return the defective item or you will additionally be charged for device. Add to that the wild goose chase I've been on where it has become apparent that Google do not understand their own returns policy, and I am already over 21 days...

2 days later I received a second Nexus 10 device. This time I stopped the begrudging driver from leaving until I had a chance to open the jiffy bag and inspect the box/security seal. Again the seal was broken and the box dented in multiple places. Subsequently I rejected delivery.

Google are now in the process of sending me a third device. I have just received an email from a member of the Google Play team assuring me that the devices I am receiving are not returns from disgruntled customers. Google claim that their engineers are breaking the security seals to inspect the devices and that is why there is dust and finger prints on the screen. If this is the case why do they state in their terms and conditions not to accept devices with broken security seals? Why are the devices not being inspected before they are packaged? And why the lack of packaging and dented boxes for fragile electronic equipment?

I would really like to believe Google and have been looking forward to getting my wife a Nexus 10 (birthday present), but this is simply unacceptable. I do not want to give my wife a dusty Nexus 10 in a dented, tatty box for a birthday present.

Anyone from Google out there, pay heed. I will be tweeting/blogging about this negative experience unless Google raise the bar and send me a brand new/unopened/untampered Nexus 10.

This kind of service will send people to Apple.

Yours Sincerely
Sam

To believe the returns theory, I would have to believe Google doesn't have new boxes and tape to repackage returns, or that they don't care enough to rebox them. That's possible but seems less plausible than the QC inspection story they're telling you.

I called up the courier yesterday and a representative from TNT told me that she works 5 hours a day and processes about 5-10 returns from angry nexus customers. She's one person in a team of about 250 here in the UK and does reduced hours. This chimes with what a Google representative told me, that there was a backlog of returns. With the Nexus range my understanding is Google is selling them at very competitive prices in an attempt to knock Apple off its pedestal. If you add a load of returns and administration mess to this it could prove very costly for Google. Hence why I think their engineers check the returns over for whatever fault is claimed and then just send them out in the orginal, dented/seal broken packaging to new customers.

Perhaps the Nexus 10 device I have is absolutely fine and in working order, but like I said it's a birthday present. I looked inside and thought "second hand ebay and they've not even bothered to clean it before sending it in inadequate packaging".

Thanks for your comment, the third device will be with me tomorrow and I will update this post.

Sam

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Mods, please move to proper forum...