The "I've requested a replacement Nexus 4" thread...

[NoahJohnson]

Got the same escalation response. Emailed them back and after a few days received an email address saying 3-5 weeks. Now I need to find out if I need to send my phone back within 21 days.


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[bobjohnson201]

i called them today and didn't even get the "escalation" response. my guy was basically clueless.

 

[gomab357]

I am in the same boat and feel the same way...

Yep just got an email from support after asking for a update and now I am being told that it's on backorder and I won't get a replacement for three weeks. I emailed back that I just want to cancel the entire process return the phone and call it a day. I am sick of this crap. especially after I read that people that ordered replacements after me had receive them. Never again.

 

[gomab357]

I ordered mine a day before you and still pending.

Got an Email last night that my replacement was back ordered.

I ordered it on December 1st.

This really is pure BS...

 

[AbsoluteZerow]

Why did you order a replacement: Cracking/buzzing earpiece, yellowing screen, stuck pixel, and sub-par battery life.

Did you received the replacement: Not yet. It will arrive on 12/12/12 ( )

How long did it take: Ordered it on 12/5/12, so I guess it took 7 days to arrive?

Did the replacement N4 have other issues: I'll have to report back.

How would you rate the process: So far, painful. Why? Because I'm dealing with T-Mobile and not Google directly. I had to try calling T-Mobile 4-5 different times before they were able to send me a replacement. I ended up calling the advantage line (I have an the advantage discount through my employer) and they finally were able to get me a replacement ordered.

There is a plus side going through T-Mobile for any phone replacement though, that plus is they send me the replacement first, then I send them the defective one when I receive the replacement.
They also take care of the postage, so that's nice.

Got my replacement and all the issues were resolved except for the earpiece buzzing. The good thing is, the buzzing is much quieter on the replacement, but its still there. The plus side is, its not loud enough to be a burden. Battery life on my replacement is MUCHHHHHHHH better.

 

[John Passman]

I kept hounding them over the past week, I ordered my replacement on the 13th December with the guy I talked to not knowing when it would. I emailed once last Friday and they said they would let me know in 24hrs, but nothing happened. I emailed again on Monday 17th with a reply in less than an hour stated I would have it by the end of the week. Just received a call from my Mom at home saying that it has been delivered.

My advice, keep hounding them and they will escalate your issue and hopefully get it sorted. I just need to wait until I can get home from work now to test out that the new phone has no issues and then I can send this old one back off to them.

Also, for those in the UK. I had my mom open the package from TNT to see if there was anything about returns in there and there is a TNT bag and advice to call them to arrange a pick up to return your device. Seems all nice and efficient to me.

 

[javierlp]

Got my replacement and all the issues were resolved except for the earpiece buzzing. The good thing is, the buzzing is much quieter on the replacement, but its still there. The plus side is, its not loud enough to be a burden. Battery life on my replacement is MUCHHHHHHHH better.

That's good to know.

Hopefully new batches have those hardware issues resolved.

Received a shipping confirmation for my replacement a couple of hours ago.

 

[jinglejingleli]

I'm at UK too, have you been home? I received my original device at afternoon 18th, and I have request for replacement yesterday because the annoying buzz sound from earpiece. How is your new phone, is it solved the buzz issue?

 

[jinglejingleli]

I kept hounding them over the past week, I ordered my replacement on the 13th December with the guy I talked to not knowing when it would. I emailed once last Friday and they said they would let me know in 24hrs, but nothing happened. I emailed again on Monday 17th with a reply in less than an hour stated I would have it by the end of the week. Just received a call from my Mom at home saying that it has been delivered.

My advice, keep hounding them and they will escalate your issue and hopefully get it sorted. I just need to wait until I can get home from work now to test out that the new phone has no issues and then I can send this old one back off to them.

Also, for those in the UK. I had my mom open the package from TNT to see if there was anything about returns in there and there is a TNT bag and advice to call them to arrange a pick up to return your device. Seems all nice and efficient to me.

I'm at UK too, have you been home? I received my original device at afternoon 18th, and I have request for replacement yesterday because the annoying buzz sound from earpiece. How is your new phone, is it solved the buzz issue?

 

[jd914]

I just received an email saying my replacement has been shipped. I ordered a replacement December first and they said a replacement would get to me on 3-5 business days. Bull$hit!

Edit: as per UPS my replacement is arriving tomorrow

 

[KathyJN]

I called in for my replacement on December 7. Just received my shipping notice a few minutes ago, so I expect it should be delivered by Santa Claus on Christmas Eve (unless there's a miracle Saturday delivery). I was never given an estimate as to when I might get the replacement, so it was a matter of sitting and waiting. It's been a long wait, and I'm glad it's nearly over.

 

[bobjohnson201]

update from my previous post: received shipping email today, should arrive soon (saturday?). fyi, i called for replacement on dec 10th, so not too bad.

 

[John Passman]

Been home now and back at work again this morning with the new phone. All the issues seem to be resolved. My return was mainly about the poor condition of the housing of the phone. Unfortunately the replacement still seems to have the "Nexus 4 rattle", but it is less than the original device. Buzzing sound seems to be a lot less on this new one as well. It also seems to hold charge and not get as hot as the original device.

In the bag with the phone was a pre-set up TNT label to send it back and a nice A4 print out from Google behind the the shipping label of the return package with a nice set of instructions on how to go about sending it back. TNT are swinging by my place this afternoon between 3pm-5pm to send it back to LG in Poland.

All in all it took exactly one week to get a replacement over here in the UK and the service was completely faultless. I'm very impressed with Google on their customer service side if I'm honest. I feel for all that say they have been back ordered again with their replacements. Perhaps the US is a little more short on stock than over here in the UK.

 

[NoahJohnson]

Ordered my replacement December 1 and received the shipping notification a few days ago. I am expecting the phone today. Hopefully the new phone wont have the rebooting issue where I was getting 4-5 random reboots a day. I will update after a few days of using the phone to see if it was in fact a hardware issue.


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[rkohoutek]

Just got my replacement today. The phone is still buzzing. It is quieter than the original but still pisses me off. I guess I will try them again.

 

[jd914]

Just got my replacement and finished setting it up. It was a brand new sealed device. I have the defective device ready to ship out but I need a new UPS label in order to send it back. The old one expired since it's only good for 14 days and ordered my replacement on December 1st. I called Google and the rep sent my request to a "specialist" WTF? All I need is a shipping label and they can't even take care of that? He told me 24-48 hours for it to get to the "specialist" but I know come Monday I'm going to have to call them again. They have $349 held on my bank card and I want to get this hold lifted ASAP. Hurdle after hurdle, it's very annoying. Google by far has the worst customer service ever. I think they are better off outsourcing customer service to India.

 

[Detroit_vr]

Since I just ordered a replacement N4 (earpice crackling sound and battery issues) I though that others that have too can share their experience.

Why did you order a replacement?

Very poor sound quality from earpiece while on phone calls, even on the lowest volume (sounded like a blown speaker). No other problems. No "earpiece buzz" while not on phone calls.

Did you received the replacement?

Yes, on Dec 21 2012

How long did it take?

Almost three weeks.
Received the original N4 on Nov 29th. Picked up a t-mobile sim on Dec 1st. Decided to exchange phone on Dec 3rd. Was quoted a time frame of 3-5 days for replacement. Received replacement on 2012-12-21

Did the replacement N4 have other issues?

Earpiece sounds excellent on the replacement, so the original issue does not apply to the replacement.
As for other issues: dunno yet.

How would you rate the process?

I understand the first run hardware issues and the shipping date snafu's, but I expect better communication regarding the shipping delays.
Overall, Google executed the direct-to-consumer sale worse than I had expected them to. Not horrible, but worse than I had expected.

 

[gomab357]

I finally received my replacement tonight. The sound quality is like night and day!

 

[bobjohnson201]

update: received replacement last night. earpiece still has a buzzing noise . but i guess its somewhat quieter than my original one. also, the new one's screen is much "yellower"

 

[Lewisham]

update: received replacement last night. earpiece still has a buzzing noise . but i guess its somewhat quieter than my original one. also, the new one's screen is much "yellower"

Same with mine. I think the yellowing will go away due to the glue issue. I remember that when I first received my N4 new I thought it was very yellow, but it's now much whiter than the RMAd version, so I think it'll break in. I also have yellow banding on my replacement right now, my hope is that the glue doesn't dry evenly during the drying process. I have less earpiece buzzing, but it's still there.

If the banding doesn't go away in a week, I'll RMA.