The Frustrating Adventure With Google Play (Warranty Return Issue)

[Nenda Fadhilah]

I don't know if anybody have share this problem before....

I bought Nexus 4 at the launching day in the US at November. Because my study is finished at May, I have to go back to Indonesia for good. Unfortunately, my device is broken at early August. One of the chip got burned (I have saw it at LG Service Center). So I asked Google Play for the possibility to have warranty return. I told them that I can get the broken device to US (via my friend who continued her study) and they can send it to a friend who can give it to me. They agree, I give my phone to my friend who return to US.

So to cut the story short, I have give them the device IMEI number (receipt too) and they have issued they UPS label for return (after quite some times). They give me a link to Google Play Store where I have to input my credit card (only marked, it won't get charged) to get the new one. Unfortunately I don't have any US issued Credit Card so I unable to get further with the process. I told them the problem and they told me that I have ask their Gift Card (?) and they will forward my problem to Hardware(?).

The so-called Hardware Specialist contact me and ask me whether I bought the device in Google Play or third party. I replied him that I bought it at Google Play Store and even I showed him my receipt (which I have showed them before). He then replied me that he needs my IMEI number. I exploded and I told him that I have give the Google Play Support Team before and I have run back and forth their process. I told him to read my previous emails and my issue here that I don't have US Credit Card so there's no way for me to get the replacement device.

My issues are:
1. The specialists in the support team is always changed so sometimes the new one seems doesn't really understand my problem. There's some competent people but another just getting me back to the start of the process.
2. Why they need a credit card just for the replacement device? It's a replacement so I don't need to paid for it.
3. It took quite some times to get their reply, at some points, I even emailed them to ask for their answer to my question.
4. I don't think I'll buy another Android Device since my device got burned less than a year (I usually changed my cell phone in 2-3 years) and I have so many hurdle for the Customer Service stuff. Although, I did love my Nexus 4.
5. They need a case number mechanism.

Is there anyone who can help me to solve the problem?
Thanks.

 

[Scott Kenyon]

Hello, Nenda! Welcome to Android Central! I'm very sorry to hear you're having a hard time with the warranty process. Sadly, there's nothing anyone can do unless they work for Google. I'll try to explain your issues though.

1. You will find with any company, some people who work there are good, and some are not. The best thing you can do with that is to be patient and try to help the ones who don't seem to know what they're doing help you. I know it's frustrating, but unless you're Google's Human Resources employee, you can't get rid of them. Also, don't be afraid to hang up and call back. Chances are you'll get a different person who may be better suited to help you with your issue.

2. Usually a credit card is required to verify your purchase. They do this to prevent fraud and cases where phones are stolen. I understand this isn't your case, but I'm sure you know there are people who aren't as upstanding as you and I are.

3. Follow up is a good thing. They're a big company and sometimes things may be delayed between departments. Good on you for keeping them on the issue.

4. It seems yours is an isolated issue. In any manufacturing process, there's what's called "acceptable margin of failure". Yours happened to be a device that was within that margin when the lot of phones rolled off the assembly line. My HTC One has some gaps, and between the top speaker and top of the screen, there's an obvious misfit. I don't think it's a big deal, but it illustrates that no manufacturing process is perfect. Whether or not you choose to buy the phone is your decision, but people who own iPhones, Blackberries and Windows Phones go through similar things as well.

5. Yes. They do!


I wish you luck in your warranty claim. I hope they get the right end result for you. Perhaps you should try to contact someone higher up in the company and explain your situation to them. When you contact their customer service, you get a base level tech on the phone. You could call and talk to their supervisor/manager and see if they can do something to expedite your claim. Depending on how long this is going on for, you may be able to get them to agree to ship the phone directly to you in Indonesia at no charge. Just explain that you're frustrated with the length and quality of the process and tell them how unhappy you are. At all times, remain calm and collected and treat them respectfully, and you may get exactly the solution that's right for you. Good luck Nenda! I hope it all works out in the end.

 

[Sir Alex]

Me calling Google: Hello Mr. Google....My phone breaks...Can you send me a replacement?
Mr. Google: Sure thing. The replacement is on the way.

So now I have two phones to play with.

 

[Scott Kenyon]

Me calling Google: Hello Mr. Google....My phone breaks...Can you send me a replacement?
Mr. Google: Sure thing. The replacement is on the way.

So now I have two phones to play with.

Seems it depends on who you get.

 

[mset]

I exploded and I told him that I have give the Google Play Support Team before and I have run back and forth their process. I told him to read my previous emails and my issue here that I don't have US Credit Card so there's no way for me to get the replacement device.

My issues are:
1. The specialists in the support team is always changed so sometimes the new one seems doesn't really understand my problem. There's some competent people but another just getting me back to the start of the process.
2. Why they need a credit card just for the replacement device? It's a replacement so I don't need to paid for it.
3. It took quite some times to get their reply, at some points, I even emailed them to ask for their answer to my question.
4. I don't think I'll buy another Android Device since my device got burned less than a year (I usually changed my cell phone in 2-3 years) and I have so many hurdle for the Customer Service stuff. Although, I did love my Nexus 4.
5. They need a case number mechanism..

First off, sorry to hear about your troubles. However, no matter how frustrated you are, exploding won't help. Sounds to me like you have a very particular situation and you should be prepared to have problems. Their systems are set up to need a US credit card and this is perfectly understandable for fraud prevention.

My first Nexus 4 was defective and they exchanged it without asking me one question. I didn't even buy it at the Google Play store, I bought it from craigslist! Yes, I did find that you get a different rep every time and that causes problems.

The bottom line is that there are support people who want to help you. Escalate the issue to the managerial level (calmly) and see if that helps. I don't know what the solution is but one exists. Just keep trying. I absolutely do not see this as a sign that people should avoid Nexus phones. Your situation is very unusual because of the fact that you are now overseas. Again, speak to them calmly and try to escalate the issue to a manager.

 

[FreeKill998]

I feel for you. I too am having issues with Google. I ordered 2 Nexus 4's (8/28). Got the new sim cards in them and one works great (my wifes) the other I can't hear any converstaion. They can hear me just fine but I can't hear them, not unless I turn on speaker phone or plug in head phones. I first called on 9/7, then again on 9/9 and then again today (9/11). My case is supposedly with a "specialist/consultant" who will email me with a way to purchase my new phone along with a return label for the defective. This is now almost 5 days from the initial call with who know's when I'll find something out, on top of having to wait for the new phone to get shipped to me. This is ridiculous. I work in IT and where I work we use Dell computers. Know what happens when we have a defective part for them? I call them up tell them what I need, they ship it overnight with a return label, the next day I get it, and ship back the defective part. I dont understand why this can't be done with this. It's very frustrating that I can't even use my phones most basic function.