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The RMA Diaries

dibblebill

dibblebill

Android Expert
Copied from my running diary on XDA.

So my Nexus 10 suffers from the faulty battery level indicator issue. Other than that, it's been fantastic. 9.5 out of 10. I even get the described 8 to 10 hours of battery. However, not all is well in Nexus Land. My battery indicator gets stuck, and the device shuts down as a result when the charging status changes. I have finally tired of this. I've heard and read plenty of horror stories about the RMA process. Still... Today, I call Samsung, and this post and thread will become a running log of my RMA adventures. Wish me luck.

Sent from my Nexus 10 using XDA Premium HD app


UPDATE 1: Calling Samsung at 10:43am EST.

UPDATE 2: Got a human at 10:45am. Transferred to a specific Nexus department at 10:47am.

UPDATE 3: Still no human in the Nexus department at 10:56am.

UPDATE 4: At 11:04am, decide to chat with Samsung support online. Within one minute, I'm on live chat with tech support. Still on hold on phone service.

UPDATE 5: 11:09am, on live chat. Have hung up on phone support due to over 20 minutes of waiting.

UPDATE 6: 11:13am, I have been instructed to call their service number. My patience is waning fast. Never buy a Samsung product. My fiancee needed only about 15-20 minutes to get her Asus TF300T warranty squared away. I am informing him that I've been on hold for a long time now.

UPDATE 7: At 11:17am, I have been informed that Samsung ONLY services the Nexus 10 through their phone number. I'll have to call that number later today to get service. My log will continue then. I am most displeased. Love the tablet, but Samsung is terrible for support.

Update 8: Just spent 28 minutes on the phone with Samsung. I am to send the tablet to their repair center. Hopefully they can repair it without imparting further issues on it.

------------------------------------

An update. I am packaging it up to deliver to Samsung. They say it will be gone for two weeks, and will be reflashed with stock images. Joy. Backing up my device now. Sending it out later today. Hopefully they will actually repair my Nexus.

Sent from my Nexus 10 using XDA Premium HD app

------------------------------------

Another update: Package is ready to go, shipping label is printed, and I take it to the shipper this afternoon.
 
Hey dibblebill :wavey:

Good luck with your RMA. I hope I never have to use their services.
 
They gave me a 2-day shipping label, to their credit, that I don't have to pay for. So I'm hoping for the best. I elected to, even if they ignore it, include a note with my issues and how to reproduce them. We'l see. Other than this, my blog has my Nexus 10 review. Definitely a 9.5/10 product, whereas the iPad Retinas I've used are a 7/10. Those last 3 points are the hardest for products toearn from me :)
 
dibblebill said:
They gave me a 2-day shipping label, to their credit, that I don't have to pay for.
Click to expand...

That seems to be common practice today with RMA's to OEM's. As far as the battery indicator bug, I am hoping this is a relatively low key and rare issue since I just purchased an N10 to replace the TF300T that I'm selling on eBay.
 
NYCHitman1 said:
That seems to be common practice today with RMA's to OEM's. As far as the battery indicator bug, I am hoping this is a relatively low key and rare issue since I just purchased an N10 to replace the TF300T that I'm selling on eBay.
Click to expand...


Congrats on your new N10! This is the first time I've heard of the battery indicator bug.

dibblebill, did you get yours from Google or another retailer?
 
I got mine from Staples. At first, I simply said 'this isn't a big deal, I can deal with it'. By the time I decided I was tired of it, it was out of Staple's return and exchange policy.

NYCHitman: It seems rather rare- I've only found 4-5 threads/questions in Google even referencing it at all.
 
It is now the 18th, and Samsung has not updated the RMA request to let me know if they've received my unit.

Anybody else have experience with their RMA department and its timeliness?
 
dibblebill said:
It is now the 18th, and Samsung has not updated the RMA request to let me know if they've received my unit.

Anybody else have experience with their RMA department and its timeliness?
Click to expand...

I don't have any experience with Samsung directly but going through Google it took 3 days to be delivered. I don't suppose you have a tracking number?
 
I do. They received my unit as of 2 hours, 46 minutes ago. No updates past that yet. It was shipped to them on the 13th via '2nd Day Air'
 
Two days later.

It is now 2 days after they've received it. The only update in their Repair Self Tracker tool is this:

*03/20/2013//12:58:43//XXXXXXXXXX//Telephone//ASC*
scratches on rear


No other news at all. I found a horror story where the guy took nearly a month to get a Samsung tablet back from repair.



EDIT: Update on the repairs. Hopefully, they fixed the power issue too...

*03/20/2013//17:42:41//XXXXXXXXXXX//Telephone//ASC*
3/20/2013 4:41 PM-SHIP5: The unit is shipped.
*03/20/2013//17:42:35//XXXXXXXXXXX//Telephone//ASC*
3/20/2013 4:41 PM-SHIP5: No hold amount
*03/20/2013//17:30:13//XXXXXXXXXXX//Telephone//ASC*
3/20/2013 4:30 PM-Alicia Maldanado: QC Pass.
*03/20/2013//16:20:00//XXXXXXXXXXX//Telephone//ASC*
3/20/2013 3:19 PM-Alicia Ramos: The unit has left the technician. SOLUTION: Replaced LCD - Replaced Touchpanel - Replaced Component
 
dibblebill said:
Two days later.

It is now 2 days after they've received it. The only update in their Repair Self Tracker tool is this:

*03/20/2013//12:58:43//XXXXXXXXXX//Telephone//ASC*
scratches on rear


No other news at all. I found a horror story where the guy took nearly a month to get a Samsung tablet back from repair.



EDIT: Update on the repairs. Hopefully, they fixed the power issue too...

*03/20/2013//17:42:41//XXXXXXXXXXX//Telephone//ASC*
3/20/2013 4:41 PM-SHIP5: The unit is shipped.
*03/20/2013//17:42:35//XXXXXXXXXXX//Telephone//ASC*
3/20/2013 4:41 PM-SHIP5: No hold amount
*03/20/2013//17:30:13//XXXXXXXXXXX//Telephone//ASC*
3/20/2013 4:30 PM-Alicia Maldanado: QC Pass.
*03/20/2013//16:20:00//XXXXXXXXXXX//Telephone//ASC*
3/20/2013 3:19 PM-Alicia Ramos: The unit has left the technician. SOLUTION: Replaced LCD - Replaced Touchpanel - Replaced Component
Click to expand...

Truthfully, I wouldn't expect the product back for at least 2-3 weeks from when they received it. That's typically the common time frame for repair/replacement with various manufacturers.
 
dibblebill said:
3/20/2013 3:19 PM-Alicia Ramos: The unit has left the technician. SOLUTION: Replaced LCD - Replaced Touchpanel - Replaced Component
Click to expand...

Seems like it would have been easier to just give you a new one. It looks like they replaced everything but the case.
 
Well, it should be here tomorrow or Monday- so I'm surprised at the speed. First thing I'll do is test the power issue.
 
Got it back today. They did nothing. Both problems persist. Will do further testing later, followed by screaming at Samsung
 
Latest update? On the phone for about 11 minutes. I've been told my device is now out of warranty and I'll have to pay to get it repaired. Still on phone. I'm going to have to recommend against this device if this keeps up to anybody... Anyone have a suggestion on how to get a refund from Samsung if they continue this? I had this issue with HP before, but they eventually relented.

EDIT: Now I'm told I have a 90-day warranty instead of my 1-year, but they've fixed the warranty error. However, I no longer get a 1 year warranty. NEVER buying from Samsung again, ever. Does anybody have any suggestion on how I can fight this?
 
dibblebill said:
EDIT: Now I'm told I have a 90-day warranty instead of my 1-year, but they've fixed the warranty error. However, I no longer get a 1 year warranty. NEVER buying from Samsung again, ever. Does anybody have any suggestion on how I can fight this?
Click to expand...

Why do you not get a year warranty? :confused:
 
The rep said it is because I sent it in for repair, it gets supplanted bytheir 90 day repair warranty. I call BS.
 
dibblebill said:
EDIT: Now I'm told I have a 90-day warranty instead of my 1-year, but they've fixed the warranty error. However, I no longer get a 1 year warranty. NEVER buying from Samsung again, ever. Does anybody have any suggestion on how I can fight this?
Click to expand...

Did you purchase using a credit card? Depending on the provider, you might be able to pursue a warranty claim... some cards provide 1 year warranties. Wait the 90 days for your warranty to expire (but really, what the hell, 90 days?) and then seek replacement/reimbursement from your credit provider.

Good luck.
 
Update: Samsung's "Repair Self Tracker" says I will be charged $70 for a standard repair fee, and hasn't listed parts. I'm going to call and b**** loudly if this doesn't get fixed.

EDIT: Called them, they say that I won't be charged, but to call them back if I receive a charge invoice asking me to pay for the repair. I'm more than pissed.
 
I bet you're happy that you have car insurance / home owners insurance... you know, should this tablet ever get stolen or anything...
 
Update: CURSES!

Dear WILLIAM DIBBLE,


Please be advised that your Samsung service ticket [411XXXXXXX] has been placed on a temporary hold due to an unavailable part.

As soon as the part becomes available, your device will be repaired and shipped promptly.

If you have any additional questions, please call us at 1-888-987-4357 and reference Ticket Number: 411XXXXXXX.

Thank you for your patience,
Samsung Telecommunications America
 
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