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Has anyone had any success returning the phone?

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omeyga

Well-Known Member
I've been trying to return mine and I can't even get a response to my request for a refund/item return.

I'm really sad this isn't going to workout (at least for now). It's such a great looking phone and the features of 2.1 are really nice....I just hate the thought of paying a company $529 for something that clearly wasn't tested to any degree before launch. If they get the basics fixed (being able to actually use 3G reliably) maybe i'll be back. Good luck to the rest of you!
 
omeyga said:
I've been trying to return mine and I can't even get a response to my request for a refund/item return.
Click to expand...

I've talked to three extremely nice people (including one supervisor) at HTC. None seem to be able to get an email with the prepaid return label. I last talked to them on Friday and I guess it's time to call again.

If I can't get them to do it this time, I'm either going to try and get my credit card company involved or sell the thing myself.

Like you said, the phone itself is great, but the 3G issue (while I'm sure it will be fixed) is an obvious deal breaker for me.
 
Wow, I post about not getting the label almost a week after last calling and then I get the email less than an hour later!
 
But HTC can't refund money you paid to Google....right? I thought for a refund you had to go into your Google account and send a request to return the item for refund. Which incidentally results in no response....at least not yet.
 
I'm interested in trading for a Nexus One - have a Dell Studio, 17 inch, 250 SATA, 3gb RAM. PM me if you're interested, and I'll give more specs. Figure if someone's in the market for a laptop, and instead of returning the N1...
 
$45 restocking fee for a phone that can't hold a 3G connection? That's B.S. I think i'm just going to call Amex. If you click on your google account and follow the instructions on there it asks you to fill out an email form that nobody responds to.....Very bad business!
 
sooper_droid12 said:
$45 re-stocking fee? You're still within the 14-day window, why is there a restocking fee? Un-freakin'-believable!
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I don't like it, but I *did* read the purchase terms before I ordered it. It was a risk I was willing to take.

The restocking fee is only for phones that have actually been used- like mine. Unused phones are not subject to the return fee.
 
That sucks. Who opens the box and goes, "Yeah, no... I don't want it." I guess this is Google's way of protecting themselves from people who want to get a "hand-on" only to return it immediately. Sucks for the consumer, great for Google. But I guess if you can shell out $530 you can shell out another $45 to return it if you don't like it.
 
I know Tmobile doesn't charge you $45 when you return a phone within the 14-day buyers remorse period. I bet Verizon is the same.

I just think it's bad business that you can't return a buggy device that you never actually got to see before purchase. Seems like this could be a goldmine for a crook (google?). Sell something bogus, that you never allowed anyone to actually see working, then charge everyone a fee when they return it because it didn't work.
 
VZW only charges a restocking fee if you decide to exchange or go with another phone within 3-days of the return. So, in short: no, they don't.
 
sooper_droid12 said:
VZW only charges a restocking fee if you decide to exchange or go with another phone within 3-days of the return. So, in short: no, they don't.
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No, they just charge the highest rates and a $350 ETF. All kidding aside- what happens if you don't have a phone to use while you wait 4 days?

In (semi) short: Yeah, they sorta do.
 
I returned an UNOPENED N1 back to google by doing a "return to sender" with fedex. Google has received my phone back a few days ago according to the tracking info.

After my numerous emails to them, they only send back a single canned "got your email, thanks" type of reply and then never reply again. Once they've got my money, they could not care less about anything less. Stellar customer service so far...

I've called HTC a bunch of times but their reps have been giant pricks to me thus far. All they say is "Contact google" and then start acting real condescending like they're not some $20 an hour college dropout monkey.

I'm calling amex, they'll handle google with a swift kick to the nuts. I see no other resolution to this.
 
7thson said:
I returned an UNOPENED N1 back to google by doing a "return to sender" with fedex. Google has received my phone back a few days ago according to the tracking info.

After my numerous emails to them, they only send back a single canned "got your email, thanks" type of reply and then never reply again. Once they've got my money, they could not care less about anything less. Stellar customer service so far...

I've called HTC a bunch of times but their reps have been giant pricks to me thus far. All they say is "Contact google" and then start acting real condescending like they're not some $20 an hour college dropout monkey.

I'm calling amex, they'll handle google with a swift kick to the nuts. I see no other resolution to this.
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Not trying to say you shouldn't be upset as I can understand but maybe some things to consider-

First, how long has it been since they have had it back? You could have literally returned it in person and still be waiting a few days for a credit back.

Since it sounds like you didn't actually mail it (return to sender just goes back to the sending address), are you sure thats where it should have gone? Some companies handle receiving completely different than shipping. This could have a huge effect on you getting money back in a timely matter.
 
JSchu22 said:
Not trying to say you shouldn't be upset as I can understand but maybe some things to consider-

First, how long has it been since they have had it back? You could have literally returned it in person and still be waiting a few days for a credit back.

Since it sounds like you didn't actually mail it (return to sender just goes back to the sending address), are you sure thats where it should have gone? Some companies handle receiving completely different than shipping. This could have a huge effect on you getting money back in a timely matter.
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All fair points, I did write that post when I was pretty upset after a call with HTC :o

The return package was delivered to Google 5 days ago, so it hasn't been too long, but it'd be nice to get an actual reply back to my emails you know? I'm not positive that's where it should have gone, but it definitely has been received and signed for so I guess I'll just have to wait and see.

I'm not upset about not getting an immediate refund, I'm just upset about not getting ANY replies to emails and getting treated like dirt by HTC customer service. To be belittled and treated like a child is just uncalled for.
 
I see a lot of misinformation regarding the $45 "restocking fee.":rolleyes: The wrong info gets circulated and taken as gospel. :mad: Now, once and for all and straight from the Google's Terms of Sales agreement.

"You may not cancel this contract and return a Device that has been engraved with a personal message of any sort. Due to costs associated with processing the return and refurbishing the returned Device, you will be charged a one-time fee of $45 USD (which will be deducted from your refund) if you decide to cancel this contract and return your Nexus device within the 14 day period."
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I never trust critical or important info that is posted in forums, blogs and those so called "news" sites for face value. Much better to go to the source than to spread what may be false information as fact. You all would sleep better at night not playing the part of a fool. :p Just because a hundred lemmings follow each other over a cliff, that you should too. :D
 
Google finally responded to my inquiry for return and provided the return info someone had posted about contact HTC for the return. It also mentioned the 3G issue and the typical canned response.

Thank you for your email. We understand you would like to return Google
Order #xxxxxxxxxxxxx as you are unhappy with the 3G connectivity. We are
investigating this issue and hope to have more information for you soon.
We understand your concern and appreciate your patience.

However, if you still wish to return the phone for a refund, you must
return the phone in like-new condition and in its original packaging with
all included accessories.

The more I think about it the more I think i'm going to tough it out a little bit longer as I really like the concept/form factor. Android is getting better (it's no OS X Mobile, but still it's getting better). That combined with the return fee and no iPhone on anything but AT&T will mean i'll probably be an Android user for quite a while.
 
AndroidsOfTara said:
I don't like it, but I *did* read the purchase terms before I ordered it. It was a risk I was willing to take.

The restocking fee is only for phones that have actually been used- like mine. Unused phones are not subject to the return fee.
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i'm glad to read this. Finally, a person that DID read the purchase terms. People could save a lot of time crying about things if they just read the darned terms. Man (or woman) UP PEOPLE.

And for the 3g fix, iPhone took almost 3 years to get the basic features of a low tier phone (mms). Google said they were working on it. I have encountered the problem and set my phone to 3g only and it has worked fine for me. Sheesh. There will always be crybabies.
 
zomgzombies said:
i'm glad to read this. Finally, a person that DID read the purchase terms. People could save a lot of time crying about things if they just read the darned terms. Man (or woman) UP PEOPLE.

And for the 3g fix, iPhone took almost 3 years to get the basic features of a low tier phone (mms). Google said they were working on it. I have encountered the problem and set my phone to 3g only and it has worked fine for me. Sheesh. There will always be crybabies.
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Thing is I actually read the whole terms of sales because that page was up the night before the announcement :p
 
UPDATE: Still have not heard a single word from either Google or HTC, still feel pretty confident that something will work out so i'm holding off calling my credit card company to have them take the charge off.

Anyone else have any luck making some real contact with Google?
 
I dropped my N1 off at a Fedex store on Tuesday. It was received by HTC today and they just sent me an email confirming this.

Now I wait to see what happens next.
 
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