Wireless Charging Orb RMA process?

[bearda]

I've been having a number of problems getting a replacement for my original Wireless Charging Orb which arrived on 2/20 and immediately caused the device to slip off, even after thorough cleaning of both.

My first RMA order was made 2/20 (the night I received the defective one). It still hadn't shipped on 3/1 so I called Google Play and they couldn't figured out why and said they'd call back after they had the shipping department look into it. On 3/2 I got an email saying Google had canceled the order, and nobody knew why.

So they set me up with a second RMA order on 3/2. It was supposed to ship out on 3/8. It didn't. I called on 3/9 and was told it was processing, and that if it didn't ship out in the next day to give them a call back. Still didn't ship. I gave them a call this morning (3/10) and was told that there was a delay, and that if it didn't ship out on Monday to give them a call back. I have no confidence this is going to happen.

Has anyone been able to get a replacement for the Wireless Charging Orb? At this point I ordered the original orb on 2/15, Google received my defective device on 2/26, and I have nothing to show for it. I don't know if this is some freak occurrence or par for the course trying to get a replacement.

 

[fvrufd2u]

Initiated my RMA on Feb 18. Defective chargers (2) were returned on Feb 22nd. Still waiting for them to ship the replacements. I have a 14 thread email with nothing but excuses and false promises that they are looking into it. Almost 1 month since I paid for the chargers and still haven't been able to use one. I asked for a refund, but they say I'm over the 15 day refund period even though I still haven't had a functioning charger in my possession. I'll wait another week and then I'll have Amex reverse the charges. I've bought a Chromebook, 2 Nexus 4s, Nexus 7 and a Nexus 10 from them within the last 12 months, but I'll never purchase hardware from the "Play" store again.

 

[bearda]

That sounds disturbingly similar to my experience so far. I'm sorry you're having so many issues. I've called Google at least 6 times now and seem to be getting nothing but excuses as well.

I'm really concerned that if anything goes wrong with my Nexus 4 I'll be up creek trying to get it fixed, now.

 

[reddv1]

Same thing happened with me. I order my replacement on February 19 and after 2 weeks of not shipping, I called them to see what was going on. They told me they don't know why it hadn't shipped and that it would ship in the next 48 hours, but a few hours later I got an email from them canceling my order. Called back and after a few days of fighting with them through email and calls they sent me a new order link. I ordered my second replacement last week and still waiting for it to ship.

Could they be redesigning it so it doesn't slip and waiting until the new batch comes in? But they are still in stock on the Google play store

 

[Stephen Deane]

I ordered mine 3/5, received it 3/8 and by 3/9 discovered I had the same issue. Initiated the RMA process 3/13. Did NOT get an RMA number as I was told they couldn't ID the actual device I have in the system to create an RMA, though they did confirm my order, so they do know I have it. It was bumped up to a higher echelon of CSR and I'll hear back within 48 hours. We'll see what tomorrow brings. I love the concept of wireless charging, but this execution wasn't great. Thinking of getting the Energizer version and leaving it at that.

 

[bearda]

I ordered mine 3/5, received it 3/8 and by 3/9 discovered I had the same issue. Initiated the RMA process 3/13. Did NOT get an RMA number as I was told they couldn't ID the actual device I have in the system to create an RMA, though they did confirm my order, so they do know I have it. It was bumped up to a higher echelon of CSR and I'll hear back within 48 hours. We'll see what tomorrow brings. I love the concept of wireless charging, but this execution wasn't great. Thinking of getting the Energizer version and leaving it at that.

Hate to say it, but chances are you aren't going to hear back in 48 hours. The escalation doesn't do anything. The first time I was told that my order was canceled (I guess you can call that hearing back). The second time I heard that was 43 hours ago and counting. You can bet I'm going to be giving someone at Google an earful in about 5 hours...

As for a redesign delaying shipments I'd like that to e the case but I doubt it. Orbs that people order now are shipping out as we speak. A coworker ordered one last Monday and had it later in the week (while laughing at me). No, Google just doesn't seem to be able to replace the Wireless Charging Orb. We'll see if I can get a straight up refund for my original order plus shipping, as I have little to no confidence Google can resolve the problem.

 

[Brad Dykzeul]

I have had a similar experience

- Ordered wireless charger first day
- Had to RMA because of slippage
- Waited 2-3 weeks.
- Attempted to get refund but it was too late.
- Now waiting a few more days before executing a charge back on credit card.

Next time I'll get my accessories from Amazon.

 

[Stephen Deane]

Hate to say it, but chances are you aren't going to hear back in 48 hours. The escalation doesn't do anything. The first time I was told that my order was canceled (I guess you can call that hearing back). The second time I heard that was 43 hours ago and counting. You can bet I'm going to be giving someone at Google an earful in about 5 hours...

As for a redesign delaying shipments I'd like that to e the case but I doubt it. Orbs that people order now are shipping out as we speak. A coworker ordered one last Monday and had it later in the week (while laughing at me). No, Google just doesn't seem to be able to replace the Wireless Charging Orb. We'll see if I can get a straight up refund for my original order plus shipping, as I have little to no confidence Google can resolve the problem.

Let me know what happens. If I don't hear back by Monday noon (48 hours plus a weekend), I'm going to just return it. No sense having something sitting on my desk I can't use. I'll probably just get the Energizer Qi-capable charger and be done with it. At least that is somewhat future-proof. If THIS phone won't stay on the charger, odds are goo the next version won't either.

 

[bearda]

Let me know what happens. If I don't hear back by Monday noon (48 hours plus a weekend), I'm going to just return it. No sense having something sitting on my desk I can't use. I'll probably just get the Energizer Qi-capable charger and be done with it. At least that is somewhat future-proof. If THIS phone won't stay on the charger, odds are goo the next version won't either.

Nothing good has happened so far. I've now talked to a total of 15 people trying to get it resolved with no real progress so far. I've been trying to just get a refund for the past couple days with no luck. The reps I've spoken to have gone back and forth with the "specialists" a number of times, and it seems that all the specialists can do is say they have no idea when it will ship, but they promise it will be "soon". Seeing as 3-5 days translates to over 3 weeks in google time "soon" probably translates to about 4 days before the human race is enslaved by hyper evolved slugs. If you haven't sent the defective device back you may be in a better position, though. Google received my orb over two weeks ago, and for some reason that completely prevents them from issuing me a refund (their internal process would make Joseph Heller proud).

The really sad part is that after all the complaints I really don't have any confidence the replacement will hold my phone any better. A number of people seem to like it, but the sheer number of unaddressed complains is disheartening. The thought of having to clean the orb and my phone every could days or risk it tumbling to the floor takes a lot of the convenience out of wireless charging. At this point I think I would be better off with a refund than a replacement orb anyway, but seeing as Google can do neither it's kind of moot.

 

[Englesmith]

I've had continual problems with both of my charging orbs since I bought them 3 weeks ago. This morning I woke up and my phone was on the floor, the screen completely shattered. So now I'm trying to replace my phone AND refund my chargers. Google has refused to do anything! Suggested that I call LG and of course they took no accountability, told me I would need to deal with Google Play because that's where I bought it.

 

[Stephen Deane]

Got my RMA today, ordered the replacement. We'll see what happens. Have to assume if I this one doesn't work they'll give me a return from that date, right?

 

[bearda]

Got my RMA today, ordered the replacement. We'll see what happens. Have to assume if I this one doesn't work they'll give me a return from that date, right?

I wouldn't bet on it. I can't say for sure because I'm never been able to get a replacement but the way Google works you only get charged for the original order (they put a hold on for 59.99 on the replacement orders but it never goes through unless you don't send the replacement back within 21 days). It's absolutely insane, but they can only refund you for the original purchase since it's the only one you've actually paid for. It would not surprise me one bit if they counted 15 days from that date.

EDIT: I reread your previous post and am a bit confused now. Did you actually receive a replacement device already? If so my hat is off to you, sir.

 

[Stephen Deane]

According to the Play store, it shipped late last night. I have to assume I get it Tuesday. If it doesn't work, I'll try to return it. If that doesn't work, I guess I'll go to option #2 and get some of that hardening modeling stuff in black and build up the leading bottom edge of the orb and reduce the angle so it doesn't fall off. Jerry-rigged and all, but it'll work...

 

[bearda]

My replacement shipped out last night as well. It looks like someone finally got their ass in gear. Did everyone else with a pending RMA get a tracking number?

 

[Brad Dykzeul]

I too got notice of my replacement being ready. Hopefully the long wait was to fix the defect...

 

[fvrufd2u]

After waiting 1 month, I just got my shipping notification for my replacements .

 

[wx27]

RMAed 2/27 and finally got ship notification last night, like most of you. I sent my original back last week and went corded as the email said it had to be returned within 21 days of the RMA issuance in order not to be charged, as opposed to 21 days after the replacement arrives or gets shipped.
We'll see if this one stays problem-free after a week.
The Play store for a good while had a 3-5 day ship quote while I was waiting for my replacement to ship. Bet inventory is earmarked for new purchases and we've had to wait for this latest shipment before getting our replacements.

 

[Stephen Deane]

Well, got the replacement this afternoon. Doesn't look to have magnets, doesn't seem to be any different at all. So far the phone has stayed on the charger after being put on and taken off a few times. I'll give it another day or 2 and see what happens. I have a whopping day before I have to decide, tomorrow is 15 days from order, so that's my deadline. If it falls off the charger tonight, it goes back and I get the Energizer Qi-capable charger. If not, I keep it and get some modeling clay for when/if it does start to slip. Looks like just a few degrees change lets it stay. I put a shim under the one I got originally and it's worked 80% of the time. A bit more of an angle and it'll probably be 100%.

 

[Brad Dykzeul]

Got my replacement yesterday. One day of charging and no slippage yet. The phone doesn't have an amazing grip to the orb so I'm not sure how it's sticking so well but it's working.

 

[bearda]

My replacement came last night and has worked well so far. Definitely not slipping the way the previous one did, although I don't know why. I'm satisfied so far.