08-22-2012 10:46 AM
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  1. dalvik's Avatar
    Samsung has always had quality control issues and they still do.
    This is very true, fully agree.
    07-25-2012 12:45 PM
  2. Eileen89's Avatar
    For what reason are you guys returning your phones? Just curious
    Poor GPS: I tried several GPS apps besides Google Maps and it took every one of them nearly 5 minutes to pinpoint my location and another 3 to 5 minutes before they would start navigating. If I made a wrong turn the process of rerouting me was painfully slooow.

    Purple screen: I thought this was normal until I compared it to someones Verizon Nexus at work. I was told by someone at Samsung's warranty dept. that this was normal for the type of display on the Nexus. I disagreed. After that frustrating call I made the decision to return the Nexus and wait for another non Samsung Android device running ICS to come out.
    07-25-2012 05:42 PM
  3. Eileen89's Avatar
    Samsung has always had quality control issues and they still do.
    This is very true, fully agree.
    I am not one to pick on any manufacture in particular because of my belief that they all suffer from quality control issues at one time or another, however, this issue with the Samsung Nexus and Samsung's warranty dept. has left a bad taste in my mouth and I don't see myself returning to Samsung any time soon.
    07-25-2012 05:50 PM
  4. Eileen89's Avatar
    But back to the original question....has anyone actually been successful in getting a returned processed through Google?
    Even though it took Google a long time to answer my initial call to return my Nexus, they were quick to email me the shipping label and RMA slip for the inside of the box.... However, this is where my good experience ends. I sent my Nexus back last Tue via UPS as instructed and it was received back to Samsung's warehouse in Texas on Fri., but since Google did not include the option for insurance I requested it at the UPS store that I went to. Problem that I didn't realize at the time was doing so caused a new return label and tracking number. After not receiving any refund notice I called Google today to inquire about the refund status. The rep picked up the phone in less than 2 minutes which impressed me. He said usually people are getting their refunds in 3 days and the fact that I haven't received mine yet could be because they don't have the tracking number because of the new label. I gave him the number and he agreed that it was received by Samsung last Fri., so he created a ticket on the issue and said that this should be taken care of by this Fri. He also noted that the reason why I didn't use their return label was because I would not have been able to insure it. I'm hopeful at this point that my return will get processed soon. If not I will be calling my credit card company and getting them involved in this.
    07-25-2012 06:06 PM
  5. dalvik's Avatar
    Even though it took Google a long time to answer my initial call to return my Nexus, they were quick to email me the shipping label and RMA slip for the inside of the box.... However, this is where my good experience ends. I sent my Nexus back last Tue via UPS as instructed and it was received back to Samsung's warehouse in Texas on Fri., but since Google did not include the option for insurance I requested it at the UPS store that I went to. Problem that I didn't realize at the time was doing so caused a new return label and tracking number. After not receiving any refund notice I called Google today to inquire about the refund status. The rep picked up the phone in less than 2 minutes which impressed me. He said usually people are getting their refunds in 3 days and the fact that I haven't received mine yet could be because they don't have the tracking number because of the new label. I gave him the number and he agreed that it was received by Samsung last Fri., so he created a ticket on the issue and said that this should be taken care of by this Fri. He also noted that the reason why I didn't use their return label was because I would not have been able to insure it. I'm hopeful at this point that my return will get processed soon. If not I will be calling my credit card company and getting them involved in this.
    don't worry, they received my first unit on the 6th of this month and after almost two weeks they finally refunded me. As long as you put the paper with RMA # inside the box you should be fine.
    07-25-2012 06:16 PM
  6. Eileen89's Avatar
    don't worry, they received my first unit on the 6th of this month and after almost two weeks they finally refunded me. As long as you put the paper with RMA # inside the box you should be fine.
    Thanks, Trevalkin. Yes, I did include the slip with the RMA # inside the original shipping box.
    07-25-2012 06:32 PM
  7. Jonneh's Avatar
    Honestly, I think Samsung televisions are great! I just think their mobile department is their weakpoint, QC-wise.

    Btw Trevalkin, you were a huge help to me all the time back in the original Atrix forums, and I was looking forward to having you around the Galaxy Nexus forums now. Sucks you've moved on to a different OS altogether. But, I wish you luck and I know you'll be happy with it; and if, for some reason you aren't, there's a lot of choice over here in Android world, so come on back sometime and see what's new!
    07-25-2012 06:38 PM
  8. dalvik's Avatar
    Honestly, I think Samsung televisions are great! I just think their mobile department is their weakpoint, QC-wise.

    Btw Trevalkin, you were a huge help to me all the time back in the original Atrix forums, and I was looking forward to having you around the Galaxy Nexus forums now. Sucks you've moved on to a different OS altogether. But, I wish you luck and I know you'll be happy with it; and if, for some reason you aren't, there's a lot of choice over here in Android world, so come on back sometime and see what's new!
    Thanks man I remember the Atrix forums This is what I actually said to the Google rep two days ago, I said I wish they went with Motorola to build the Nexus phone I've never had any problems with my Atrix. but of course that's solely my experience, some people might say otherwise... Although I do have to say, the IPS SLCD panels have a huge advantage over the SAmoled screens in terms of quality. Amoled technology IMO is prone to all kinds of defects...
    and funny you should mention the Samsung televisions lol my mother happened to have one, on which both, the power supply and the logic board went bad after like 4 months of the warranty expiration. googling this specific problem revealed that its very common with these models... my Skyrocket however worked like a clockwork on Gingerbread before they updated it to ICS. So it's really a hit or miss experience...
    and last but not least. I love to try all kinds of new tech, Absolutely love the Jelly Bean OS so I'm very sure I'll go back to Android phones at some point.. Enjoying my iPhone for now but really miss google maps though, and of course I'll be following these forums to keep myself informed.
    07-25-2012 07:33 PM
  9. Jonneh's Avatar
    Thanks man I remember the Atrix forums This is what I actually said to the Google rep two days ago, I said I wish they went with Motorola to build the Nexus phone I've never had any problems with my Atrix. but of course that's solely my experience, some people might say otherwise... Although I do have to say, the IPS SLCD panels have a huge advantage over the SAmoled screens in terms of quality. Amoled technology IMO is prone to all kinds of defects...
    and funny you should mention the Samsung televisions lol my mother happened to have one, on which both, the power supply and the logic board went bad after like 4 months of the warranty expiration. googling this specific problem revealed that its very common with these models... my Skyrocket however worked like a clockwork on Gingerbread before they updated it to ICS. So it's really a hit or miss experience...
    and last but not least. I love to try all kinds of new tech, Absolutely love the Jelly Bean OS so I'm very sure I'll go back to Android phones at some point.. Enjoying my iPhone for now but really miss google maps though, and of course I'll be following these forums to keep myself informed.
    Glad to hear you'll stick around! Are you perhaps on Google+? Would love to follow you there if you use it. I don't use it to post often, but I do use it to follow others.
    Yeah, our Samsung television has actually proven to last a long time and have very few problems, and the screen is beautiful, so that's why I said that. However, you're right, it's just hit or miss with Samsung - very little consistency. I guess you could say that about any manufacturer, and people do - but to me it just seems like defects and Samsung happen way more than any of the others. But, everyone has their favorites!
    07-25-2012 09:01 PM
  10. dalvik's Avatar
    Glad to hear you'll stick around! Are you perhaps on Google+? Would love to follow you there if you use it. I don't use it to post often, but I do use it to follow others.
    Yeah, our Samsung television has actually proven to last a long time and have very few problems, and the screen is beautiful, so that's why I said that. However, you're right, it's just hit or miss with Samsung - very little consistency. I guess you could say that about any manufacturer, and people do - but to me it just seems like defects and Samsung happen way more than any of the others. But, everyone has their favorites!
    No I'm not on Google+.... I guess I'm one of those "weird" people who don't use any social networks lol I once registered on Facebook but haven't really found any use for it so I closed my account lol. I kinda have this distrust in social networks, don't really feel safe there... But yeah anyway.. I figured I can always sell my iPhone if there will be a Nexus from Motorola, the resell value is always high for the fruit devices you know. Can't wait to see what Google will announce this year.
    07-25-2012 10:20 PM
  11. Jonneh's Avatar
    Got'cha. I actually never owned a Facebook either believe it or not - but I bit the bullet since Google was releasing one. :-P Alright, hope to see you around!
    07-26-2012 12:48 PM
  12. ugaco07's Avatar
    Took 8 days, 6 phone calls, and finally having to put my foot down to get someone to grab a supervisor for me to get this resolved. Finally got my RMA and shipping label and got it back in the mail to Samsung today.

    Cannot believe a company the size of Google is having this many issues with customer service. I mentioned that to the guy on the phone and he said that the number of "remorse returns" of the Nexus 7 has overwhelmed them and they are, as he put it, two weeks behind with the backlog of returns needing to be processed. I told him that a company the size of Google should be able to staff a team big enough to handle this and his response was "we can't train the new people fast enough".
    07-27-2012 01:45 PM
  13. muad'dib's Avatar
    I made my third call today after waiting 48 hours for my RMA and shipping label to arrive, which it never did. I was fortunate to get a rep. that Sent them to me immediately and waited on the phone with me until they arrived in my inbox.

    Sent package back to Samsung today. I'll keep the thread posted on when my refund hits.

    I did notice though that now Google has implemented an automated return form on their Device Returns page (similar to Amazon.) Now you make the request from their website and include the serial number of the device, etc.
    http://support.google.com/googleplay...evices_returns
    07-27-2012 05:57 PM
  14. Eileen89's Avatar
    8 days later, I finally got my refund! I called Google again yesterday to complain about not receiving a refund even though they have had my Nexus back in their warehouse since the 20th. Spoke with a new Google rep. who said that it could take them up to 14 days to process the return. She put me on a hold for less than 5 minutes after I told her that 14 days was not acceptable to me. When she came back she said she spoke with her supervisor who would be refunding my money immediately.... I checked my Google account today and they did in fact credit the full amount that I paid, which was nice because I was expecting to be hit with a restocking fee....

    If anyone else is having a problem with the return process I recommend that you get a Google supervisor involved as this might speed up the process for you as well. Good luck...
    07-28-2012 01:41 PM
  15. dalvik's Avatar
    8 days later, I finally got my refund! I called Google again yesterday to complain about not receiving a refund even though they have had my Nexus back in their warehouse since the 20th. Spoke with a new Google rep. who said that it could take them up to 14 days to process the return. She put me on a hold for less than 5 minutes after I told her that 14 days was not acceptable to me. When she came back she said she spoke with her supervisor who would be refunding my money immediately.... I checked my Google account today and they did in fact credit the full amount that I paid, which was nice because I was expecting to be hit with a restocking fee....

    If anyone else is having a problem with the return process I recommend that you get a Google supervisor involved as this might speed up the process for you as well. Good luck...
    Did they deduct the shipping fee?
    07-29-2012 07:10 AM
  16. Eileen89's Avatar
    Did they deduct the shipping fee?
    No, they refunded the total amount that was charged on my CC.
    08-01-2012 04:02 PM
  17. gNex85's Avatar
    I have had a horrific experience returning my Galaxy Nexus for the past 3 weeks. I requested my RMA and shipping label on July 6th and I dropped off the package with all the accesories and RMA enclosed within the original box at a UPS store.UPS confirmed the package was delivered to Samsung RSI on July 13.

    As of today (August 1), I have still not gotten my refund and my experience with Google Play support has been awful. ZERO COMMUNICATION.After numerous phone calls and emails, I finally asked for a supervisor today and he told me that they are backlogged.I don't think that is an acceptable excuse. They decided to go into the retail sector, now they have to deal with issues such as these in a timely manner like every other business. I also had to negotiate with the supervisor regarding a 15 % restocking fee because my device was defective. Absolutely horrible.
    I think I will purchase the international unlocked Gnex on Amazon or wait for a Motorola version.
    08-01-2012 04:45 PM
  18. gNex85's Avatar
    UPDATE: 30 minutes after speaking to a supervisor I received an email saying that the entire amount including shipping will be refunded. I have yet to see it hit my account, but I think its safe to say that asking for a supervisor is the way to go. Happy now....
    pcorlatan likes this.
    08-01-2012 05:28 PM
  19. ugaco07's Avatar
    UPDATE: Finally got a refund.

    Started this process on 7/19. First day I requested a RMA. Took nearly 10 days and 5 phone calls to actually get my shipping label and RMA number. Sent it in and it arrived back to them on July 31. Another 13 days to today and I finally get notification of the refund being made.

    Glad this whole ordeal is over. Just BRUTALLY bad customer service by Google in my experience. Will be a while and will take a lot to get me to order something from them again in the future.
    pcorlatan likes this.
    08-13-2012 09:35 AM
  20. dalvik's Avatar
    Still waitIng for my refund.. It's been two weeks since they received back the phone. Called them on Friday asking about my refund they said I should be receiving it soon... I especifically told them I want to have an entire amount back not even shipping fees charged... Same here, will take me a lot to order something from them again.. The most awful CS experience by far...
    08-13-2012 09:51 AM
  21. ugaco07's Avatar
    Still waitIng for my refund.. It's been two weeks since they received back the phone. Called them on Friday asking about my refund they said I should be receiving it soon... I especifically told them I want to have an entire amount back not even shipping fees charged... Same here, will take me a lot to order something from them again.. The most awful CS experience by far...
    FWIW....they did refund me the full amount, shipping and everything.
    pcorlatan likes this.
    08-13-2012 01:48 PM
  22. dalvik's Avatar
    FWIW....they did refund me the full amount, shipping and everything.
    Oh thanks for letting me know. They did withhold $16 from my first return... I yet have to call them about that. Let's see what's gonna happen with the second one...
    08-13-2012 02:15 PM
  23. pcorlatan's Avatar
    Today is day 21 of me waiting for a refund (the UPS tracking number shows the return package was delivered on July 26th). The original CS rep was pretty helpful in initiating the return process and I received the RMA emails immediately. However, last week (August 9th) I emailed again asking about the status of the return and just yesterday (August 15th) I received a reply with the message "At this time I don't have any additional information about the refund". I guess I'll have to call and deal with a supervisor because this is ridiculous. I'm definitely NOT going to order from them for a long time and I'm sticking with Amazon for most of my purchases because I have never had an issue with returns through them.
    08-16-2012 11:39 AM
  24. dalvik's Avatar
    I got my $16 refunded to me this morning for my first phone. Still waiting for the second refund. I will go through my bank with the claim. if they won't Refund me anytime soon.
    pcorlatan likes this.
    08-16-2012 12:02 PM
  25. guinnkevinr's Avatar
    Just a quick note for people looking to return, when I did mine, I just sent a message to them through the google.com/nexus website and I had a return label in my email seriously within 3-5 minutes. Sent it back and received the refund almost 4 weeks later.
    08-17-2012 06:42 PM
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