08-22-2012 10:46 AM
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  1. Eileen89's Avatar
    If so, how long did you have to wait before Google credited your credit card?

    Just curious....


    Sent from my iPad LTE using Tapatalk HD.
    07-18-2012 01:58 PM
  2. Zikeji's Avatar
    Bleh, with them it could take anywhere from a week to 3 weeks.
    07-18-2012 02:01 PM
  3. dalvik's Avatar
    I sent my first GN phone to them about two weeks ago they've received it on the 6th and just now a few minutes ago I got an email notifying me of my refund. They did withhold $16 shipping fee for sending it back I guess...
    07-18-2012 02:08 PM
  4. ugaco07's Avatar
    Based on how well the whole experience has been thus far with GN sales and the release of the Nexus 7 you should expect the refund to hit your account some time in mid-October.

    Decide to go back to the iPhone?
    07-18-2012 03:16 PM
  5. icewater106's Avatar
    Based on how well the whole experience has been thus far with GN sales and the release of the Nexus 7 you should expect the refund to hit your account some time in mid-October.

    Decide to go back to the iPhone?
    Are you joking or trolling?

    Sent from my SPH-D700 using Android Central Forums
    07-18-2012 03:37 PM
  6. ugaco07's Avatar
    Are you joking or trolling?

    Sent from my SPH-D700 using Android Central Forums
    Half sarcasm....half wouldn't be surprised.

    Google's customer service in general as been mediocre at best and the Nexus 7 launch has been a train wreck (provided you actually ordered from Google direct).
    07-18-2012 03:48 PM
  7. icewater106's Avatar
    True about the customer service but google said will ship in 2-3 weeks in july and they did

    Sent from my SPH-D700 using Android Central Forums
    07-18-2012 05:26 PM
  8. piczon1983's Avatar
    For what reason are you guys returning your phones? Just curious
    07-18-2012 07:55 PM
  9. ugaco07's Avatar
    Has anyone actually had success in getting a device returned to Google?

    I called them for the first time last Thursday morning. After being on hold for just under an hour I finally got on with someone. She took my info and said I should have all of the info to do the RMA within 24 hours. She also sent an email for me to use to contact her in case any questions come up with the return. Great so far.

    24 hours go by and no RMA emails have come over. So I e-mail the girl asking for a status update.....no response.

    Another 24 hours go by and I still have not yet received any e-mails with the RMA info. So I e-mail the girl again asking for a status update......no response.

    So late Saturday night I call and talk to a guy about doing a return. He says he is going to get someone to process the return. I get an e-mail detailing the process to return, which starts off with "print off the attached RMA form". Nothing is attached. It also says I will be receiving a shipping label shortly after. No email with the shipping label came either.

    Call back on Sunday night and speak to another person. They say they don't know why the e-mail did not come through right, but that they are processing the return manually and that I should receive the RMA email and the shipping label email shortly. Shockingly.....no e-mail ever came over.

    So I finally called back this morning. After 30 minutes waiting for someone to pick up I am told that 1.) they have me in the system as requesting a device replacement (never requested anything remotely close to this), 2.) the person answering the phone just forwards the requests to a specialist and cannot actually process anything in terms of a refund on their end (which is in line with what the girl on Thursday told me, but completely in the face of what the guy on Saturday and Sunday told me), and 3.) that "hopefully" someone will be able to process the refund request this week.

    To me this feels like Google trying to run out the clock on a return window. I received the device last Tuesday, so I'm sitting at 6 days right now already. At the very least Google's customer service, and I'm being kind here, sucks. Between the Nexus 7 launch horror stories, the long hold times when you try to call them, and the situation I have described above I think Google has some serious work to do if they want to be a player going forward in the retail market.

    But back to the original question....has anyone actually been successful in getting a returned processed through Google?
    07-23-2012 09:06 AM
  10. Sniper1087's Avatar
    For what reason are you guys returning your phones? Just curious
    in my case GPS kind of sucks and well I am going back to the SGS3 which is an incredible phone and could get gps Lock in mere seconds.
    07-23-2012 09:11 AM
  11. dalvik's Avatar
    Returning for the same reason, faulty GPS and vertical bright line on the screen. Called on Saturday the guy said someone from RMA dept will call me today.. So still waiting now ....
    07-23-2012 09:42 AM
  12. ugaco07's Avatar
    Returning for the same reason, faulty GPS and vertical bright line on the screen. Called on Saturday the guy said someone from RMA dept will call me today.. So still waiting now ....
    If you don't mind, let me know if you get a call.
    07-23-2012 10:01 AM
  13. dalvik's Avatar
    If you don't mind, let me know if you get a call.
    Yes I will let you know. If they gonna start bouncing me from one rep to another I'll demand to talk to the supervisor and will literally make them wait on the phone with me until I get an email. This is my second faulty unit. And they don't return shipping fee even if they send you the defective one. I was so pissed, got an iPhone on Saturday. At least Apple has an excellent customer service, never had issues with any of the iPads in my family..
    07-23-2012 10:12 AM
  14. dalvik's Avatar
    OK so reporting back about what happened with my return. I went ahead and called them myself, after waiting on the phone and listening to their music for 47 minutes and 08 seconds. The girl picked up, I explained the situation, she said that an exchange device was shipped out to me and I should have received it today and it was signed by a man..... I was stunned.. I told her I didn't order any exchanges I just need a shipping label to return my defective unit. She was really confused put me on hold two times then finally connected me with another rep, a guy this time. I was so pissed by that moment I told them literally everything I think about their customer service. He got very serious and promptly emailed me a return label while I was on the line with him. He also said that the girl misunderstood or had the wrong information and there was no exchange unit sent to me. This is it. I'm packing this device and taking it to Staples in a few minutes.. Honestly this is THE most frustrating customer service experience I've had for the past 4 years (the previous one was with AT&T when they lost my defective blackberry unit)
    07-23-2012 01:21 PM
  15. ugaco07's Avatar
    OK so reporting back about what happened with my return. I went ahead and called them myself, after waiting on the phone and listening to their music for 47 minutes and 08 seconds. The girl picked up, I explained the situation, she said that an exchange device was shipped out to me and I should have received it today and it was signed by a man..... I was stunned.. I told her I didn't order any exchanges I just need a shipping label to return my defective unit. She was really confused put me on hold two times then finally connected me with another rep, a guy this time. I was so pissed by that moment I told them literally everything I think about their customer service. He got very serious and promptly emailed me a return label while I was on the line with him. He also said that the girl misunderstood or had the wrong information and there was no exchange unit sent to me. This is it. I'm packing this device and taking it to Staples in a few minutes.. Honestly this is THE most frustrating customer service experience I've had for the past 4 years (the previous one was with AT&T when they lost my defective blackberry unit)
    Awesome....guess I will be spending my night one the phone again with Google when I get home.

    I really have a hard time understanding how customer service with a company the size of Google can be this freaking terrible.
    07-23-2012 02:31 PM
  16. dalvik's Avatar
    I think Samsung here is really the issue. The return label had samsungs address on it so since google never been in any hardware business prior the nexus line of devices they never really needed the call centers. And now they handle mostly orders and they're overwhelmed so all warranty questions and returns are taken care of by Samsung which has an awful warranty policy....
    07-23-2012 03:51 PM
  17. dalvik's Avatar
    Awesome....guess I will be spending my night one the phone again with Google when I get home.

    I really have a hard time understanding how customer service with a company the size of Google can be this freaking terrible.
    Let me know of the outcome please. You have to make sure they'll set up and email you two emails with UPS label and RMA so you receive them while you are on the phone with the rep.
    07-23-2012 06:44 PM
  18. Jonneh's Avatar
    I returned my first Galaxy Nexus, but it was for a replacement because of the infamous Samsuck faulty USB port hardware issue (just google it). This was back before Google I/O and Nexus 7 and everything...the only device Google had in their store was the Galaxy Nexus at $400, plus ship/tax. The experience was awesome on Google's side. Customer Support was incredible; they were friendly, informed, polite, and quick with their e-mails. Once they handed me off to Samsung's support to finish the exchange, though, I was put on the phone with someone who had a thick accent and I could barely understand..I felt embarrassed having to ask him "what?" or "huh?" repeatedly. He tried to do a good job too but he was not nearly as quick, polite or as professional as my Google guy was, so the experience definitely seemed like a night/day difference to me.

    Honestly, I'm a little shocked to hear the horror stories about Google's customer service since I had such a great experience before. I don't know whether to chalk it up to them being crazy busy now and overwhelmed at the call centers, or if most of these people's problems are really Samsung at fault. For what it's worth, my Google guy's name was "Chris".
    07-23-2012 07:53 PM
  19. fareal's Avatar
    Regarding the GPS issue, tried this?

    http://m.androidcentral.com/psa-gala...heres-easy-fix

    Sent from my Galaxy Nexus using Tapatalk 2
    07-23-2012 09:44 PM
  20. dalvik's Avatar
    I returned my first Galaxy Nexus, but it was for a replacement because of the infamous Samsuck faulty USB port hardware issue (just google it). This was back before Google I/O and Nexus 7 and everything...the only device Google had in their store was the Galaxy Nexus at $400, plus ship/tax. The experience was awesome on Google's side. Customer Support was incredible; they were friendly, informed, polite, and quick with their e-mails. Once they handed me off to Samsung's support to finish the exchange, though, I was put on the phone with someone who had a thick accent and I could barely understand..I felt embarrassed having to ask him "what?" or "huh?" repeatedly. He tried to do a good job too but he was not nearly as quick, polite or as professional as my Google guy was, so the experience definitely seemed like a night/day difference to me.

    Honestly, I'm a little shocked to hear the horror stories about Google's customer service since I had such a great experience before. I don't know whether to chalk it up to them being crazy busy now and overwhelmed at the call centers, or if most of these people's problems are really Samsung at fault. For what it's worth, my Google guy's name was "Chris".
    Like I said earlier, with JB announcement and $350 price for the only phone to have JB on board and two more new hot devices they are overwhelmed with orders. I told the rep today I really loved JB but I really wish google went with Motorola to build the Nexus. I just didn't have good experience with my Samsung phones and their customer services... My Moto Atrix though was almost perfect, worked like a clockwork.. with that being said, I am eagerly anticipating next line of Nexus devices to be announced this year. If they will have one from Motorola I may then give my iPhone to my mom or my wife and just get the Nexus...
    07-23-2012 10:03 PM
  21. guinnkevinr's Avatar
    Took almost 4 weeks with the one I returned before buying this one.

    Sent from my Galaxy Nexus using Tapatalk 2
    07-23-2012 11:42 PM
  22. terencet1603's Avatar
    I ordered my Galaxy Nexus on Jul. 16th and received the order fairly quick on the 19th. Everything about the phone is great no issues with the phone itself. My only issue with my order was that the wall adapter that came with the phone was defected and wasn't able to give me a charge. No matter what micro-usb cable I tried using with the adapter it would not give me a charge. I even tried multiple outlets and still no charge. The only way I was able to get a charge was through usb connected to my desktop. Now this was an issue for me because honestly a wall adapter for any phone is essential. My solution started off by waiting on hold for about 30 minutes with the Google Play Store Customer support line. I finally was connected and Google was happy to help me with my issue. In conclusion I was transferred over to Samsung and was issued a replacement for my wall adapter no charge. I had to repackage my defected wall charger and send it out with the shipping label provided by Samsung. Hopefully everything works out for the rest of you Galaxy Nexus owners.
    07-24-2012 02:47 PM
  23. muad'dib's Avatar
    I'm currently trying to return my Nexus for a refund (simply decided to go with the SGSIII.) The first time I contacted Google, they would not process my request for an RMA and Shipping label until I provided them with the SMEI/Serial Number. I couldn't give them it yet because I had not received the package at that point.

    I received the package yesterday and called Google customer support again. After a 45 minute hold, I reached someone. They created a ticket and said that I would get the RMA and Shipping Label via email within 48 hours, though it could be longer. They did not ask me for the SMEI/Serial number...

    We'll see what happens next...
    07-25-2012 11:32 AM
  24. snookiesnoo's Avatar
    I think Samsung here is really the issue. The return label had samsungs address on it so since google never been in any hardware business prior the nexus line of devices they never really needed the call centers. And now they handle mostly orders and they're overwhelmed so all warranty questions and returns are taken care of by Samsung which has an awful warranty policy....
    That excuse doesn't wash. Google is the first point of contact and has been selling devices for several years now. Long enough to get a better handle on this.
    07-25-2012 12:27 PM
  25. snookiesnoo's Avatar
    Samsung has always had quality control issues and they still do.
    07-25-2012 12:29 PM
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