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UK faulty device returns process?

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DonaldGreig

Well-Known Member
Trying to return a faulty device in the UK. Have the RMA and the replacement device but Google tell me just to hand the faulty one in original packaging to TNT who say no. Have contacted Google again. Anyone experienced this?
 
Same issue here. Really impressed with return process and clearly Google have kept a stock of 16gb nexus 7s for replacements. However now I have a new one a faulty one and no idea where to send the faulty one to. Waiting for Google to get back to me.
 
DonaldGreig said:
Trying to return a faulty device in the UK. Have the RMA and the replacement device but Google tell me just to hand the faulty one in original packaging to TNT who say no. Have contacted Google again. Anyone experienced this?
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copperchod said:
Same issue here. Really impressed with return process and clearly Google have kept a stock of 16gb nexus 7s for replacements. However now I have a new one a faulty one and no idea where to send the faulty one to. Waiting for Google to get back to me.
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I'm in the US, but I imagine the process is similar to when I did a warranty exchange on my OG Droid. You will receive a new device from Google. Inside the box will be a shipping label for returning your defective N7. You usually will have a week to ten days after you receive the replacement to package it up and seal it, put on the new shipping label, and get it to UPS (TNT in your case).
 
I am waiting for a replacement 16GB at the moment. When I contacted the customer services for Google Play they told me I would receive an email from their returns department with an address/label I would need to send my N7 to. Was that not the case when you contacted them?

I am still waiting for said email at the moment (and notification that my replacement has been sent out which was supposed to be included in the same email) so I cant be certain that this is actually the case, but I definitely wasn't told to hand over the device to a courier.

Out of interest, how long after you contacted Google did you have to wait for notification of your replacement and/ or its delivery? I contacted Google on Sunday (5 days ago) and apart from the initial confirmation email I haven't heard a peep.
 
copperchod said:
I thought the shipping label would be in the box but it wasn't. That's my problem and I waiting to heat back.
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Nemesis128 said:
I am waiting for a replacement 16GB at the moment. When I contacted the customer services for Google Play they told me I would receive an email from their returns department with an address/label I would need to send my N7 to. Was that not the case when you contacted them?

I am still waiting for said email at the moment (and notification that my replacement has been sent out which was supposed to be included in the same email) so I cant be certain that this is actually the case, but I definitely wasn't told to hand over the device to a courier.

Out of interest, how long after you contacted Google did you have to wait for notification of your replacement and/ or its delivery? I contacted Google on Sunday (5 days ago) and apart from the initial confirmation email I haven't heard a peep.
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Nemesis beat me to it, that is another method I have seen is a mailing label you print out and tape to the package.
 
This may or may not be helpful to anyone trying to get a replacement device but I thought I'd share my experience. I recently sent my 16gb nexus 7 back (today) and as like others I was sent an RMA six days after I originally phoned up but no information on how/where to send it to. Took a long wait on hold and a friendly if slightly confused sounding american handler but I got the information I was after.
Basically I was told Google have been sending the wrong emails out to UK customers regarding how to send their nexus 7s back. I'll put the full email I received below so you can all see.
One thing to note is the fact that Google won't supply you (at least for returns) with a packing label, you pay for delivery yourself. I was told over the phone that the original
 
That's useful information, thanks.

I'm hoping I wont need to refer back to this thread and everything will go smoothly with my replacement. As of this moment though, I am still waiting for an indication of my replacement being dispatched. Hopefully, I will hear something soon.
 
I have my replacement 16gb and thankfully it seems fine in terms of screen separation. Now I just need to work out how to return the dodgy one. Hmmmm.
 
So if I do my return through Google play I'm expected to pay the postage/shipping to send the faulty one back?
I'm not too happy with that, surely they should be making this as easy and painless as possible for us?
 
Just had this email from Google:

Thanks for writing back, you will receive a shipping label up to 48 hours after receiving your new device. The account number is on both shipping labels so there should be no problem returning the device. for further information please email back.

So looks like a rethink.
 
And now had a TNT bag sent in the post with a firm with the account number preprinted. So looks like this is the process.
 
Good to hear people getting it sorted. Puts my mind at ease a little ahead of my own replacement.

I know I asked this before but how long did it take for you to receive your new N7 from the date you first called Google?
Apart from the initial email from Google confirming my request for a replacement, I have heard nothing - that was 6 days ago now. I was expecting to at least hear something from the 'specialist' my case was forwarded to by this time.
 
Nemesis128 said:
Apart from the initial email from Google confirming my request for a replacement, I have heard nothing - that was 6 days ago now. I was expecting to at least hear something from the 'specialist' my case was forwarded to by this time.
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My friend who called yesterday in the early evening got his replacement shiping notification at some point today. I called just now and was told to expect mine within 24-26 hours.
 
Xyro said:
My friend who called yesterday in the early evening got his replacement shiping notification at some point today. I called just now and was told to expect mine within 24-26 hours.
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Hmm. I may have to phone them again then tomorrow. I must admit, the guy on the other end of the phone sounded less than convincing when I phoned up.

Thanks for the info.
 
I made the initial call on Thursday and my replacement is out for TNT delivery today. I'm extremely impressed with the way Google have handled this. It's almost as if Google had to plan for a mass of returns.
 
eager27 said:
I made the initial call on Thursday and my replacement is out for TNT delivery today. I'm extremely impressed with the way Google have handled this. It's almost as if Google had to plan for a mass of returns.
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........ or they have realised that they have a duff batch of devices and are trying to minimise any fallout.
 
I haven't got home yet, but apparently my replacement arrived today!

With a giant footprint on the package...

This just isn't my week :p
 
So I checked over the package and there is a dent in the package, although it's only about 1cm^2 rather than foot sized...

Of course it's on the front of the box, directly above the screen. I'll call Google and see what they think.
 
Xyro said:
I haven't got home yet, but apparently my replacement arrived today!

With a giant footprint on the package...

This just isn't my week :p
Click to expand...

Xyro said:
So I checked over the package and there is a dent in the package, although it's only about 1cm^2 rather than foot sized...

Of course it's on the front of the box, directly above the screen. I'll call Google and see what they think.
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I hope it's OK. I keep my original boxes and like them in pristine condition. Don't know why, just something I've done since my OG Droid
 
I rang and he told me to open it whilst on the phone. No damage from the dent, but there's screen rise :(

Currently on hold, let's see how this goes....
 
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