Bad Google! - RMA Issue

[Hottwire]

So my Nexus 5 went into fault on the 16th last month.

It randomly just lost signal and that was it. However not panicking I just thought my Network Provider was doing maintenance.
Woke up on the 17th still nothing. Left it all day.

18th still the same. So I rang up 3 (UK) my provider and they said there were issues in the areas I was using my device.

Thought nothing of it especially as they discounted my bill for a week :wub: !

Come wednesday 20th. I tried my colleague's sim happened to be the same network in my phone. Still nothing on his sim. Tried my sim in his phone. Full blown signal.

Ok now i knew it was a phone fault and not a provider issue. Rang up 3 and informed them they can close my case.

Rang up google explaining the above.

Got an RMA ticket and ordered my replacement. Great all's going well..

Notification on Friday 22nd with a delivery notice but no Tracking.

Thought nothing of it.

Friday 29th. A week after the delivery notification. I ring up google RMA and ask where my device is.

Got told i'd be emailed back.

Nothing.

Rang back again an hour later. My call would be escalated and i'd be contacted within the hour again.

Nothing again.....

Rang up again. Spoke to someone and was told they'd look into it further and sort me out.
Nothing after 3 hours.

Rang up again.. (sick of their shit 1 song hold music at this point) and actually got told the device wasn't in stock and that i'd just have to be patient. Well as you can expect i blew my top a bit. Why allow me to put a device on order if there is no stock :mad2: :mad2: :mad2: .

At this point i'd gone near enough 3 weeks without a phone.

Decided that i'd go out saturday and buy a new phone from carphone as i was sick and tired of waiting on a rma. Oh to top it off my car broke down!

Rang up google on saturday 30th and asked about my device. They "MAGICALLY" found a spare and it was going to be shipped out to me. Still I persisted with buying a new device. HTC One M8 (Gold body) for a nice £520 (can admit it hurt a bit after only spending £300 on nexus devices.)

Here I am on Monday 1st Sept and rang up. Was told i was outright lied to about the magically appearing stock and that they'd be in contact with me straight away via a follow up email after the call and then later on when they've investigated.

Guess what...... 5 hours later and STILL NOTHING.

I'm losing the will to live with this now.

:banned: :rant: :mad2:

16:55 - Now back on hold listening to the same song again. Been told to wait 3 days......
I got him to hold the phone for an email this time.

Thank you for contacting Google. My name is Álvaro and it was a pleasure to handle your call today.

I will escalate your case in order to clarify the case.

If there is anything else I can help you with, please don't hesitate to contact me by replying directly to this email.

So I instantly replied back to that.

As stated on the phone at this point (nearly 3 weeks after raising the RMA) I just want a device. I don't care if it is a white or red Nexus 5 as long as it is a 32Gb. I know you have those in stock unlike the Black Nexus 5 32Gb.

I'm not trying to be impatient with the RMA process but I feel it is taking far too long to resolve this.

[vissha]

It is good that you shared with NSANE. You'll get a better guidance with our best and experienced members on choosing handsets/OS.

Yes, it is very true with Google's Services/Products. Better move to Ubuntu based devices/amazon FireOS smartphone/any other brand which gives good post sales service with an OS which is reliable.

Edited September 7, 2014 by vissha

[VileTouch]

aah the first world problems...
see, in some places you're not even eligible for RMA. you break it, that's your problem dude. suck it up cupcake, go buy a new one.
but hey... it's cool that over there the companies are willing to give you a replacement just to keep your mouth shut. :uhuh:

[Chancer]

Or.... they give you a replacement because it was poorly constructed in the first place.

[Hottwire]

aah the first world problems...

see, in some places you're not even eligible for RMA. you break it, that's your problem dude. suck it up cupcake, go buy a new one.

but hey... it's cool that over there the companies are willing to give you a replacement just to keep your mouth shut. :uhuh:

Overnight (While I slept) it developed a signal issue whereby it didn't work. Therefore that's poor build quality.

Anyway many updates on this story

Will be ringing them up tomorrow (10th Sept) at this point i've had no updates.... And it will of been a MONTH!!!!!!

I can't actually believe this!

I rang up again Thursday 11th after the device order was cancelled, baring in mind that it had been over a month without a replacement and was told this was automatic as the phone had been on hold for so long. I told them this was unacceptable and they would get back to me shortly.

Yet again, I heard nothing and when my father spoke to them he asked to speak to someone higher up. Now whether or not he was is not the problem. What the problem is that they said there was no note on my account that i was willing to accept a different colour even though on several occasions now I had specified that.

Monday 15th the day i submit this I am still without a replacement device, and it has been nearly 5 weeks.

I will be ringing them again today to see what happens.

I've just submitted all of this to BBC Watchdog.

So here's what i've just sent them after speaking to them just now and getting nowhere yet again:

On 31 October I bought a Nexus 5, I have discovered that the Phone has the following problem: No signal can be acquired.

This phone went into fault on the 20th August. I have spoken on many occasions to the support team using the provided number and i am still here with a broken device and no replacement (along with the order being cancelled)

The Sale of Goods Act 1979 makes it an implied term of the contract that goods be as described, of satisfactory quality and fit for purpose. As you are in breach of contract I am entitled to have the Phone replaced and I would request that you confirm that you will do this within the next seven days.

I also require you to confirm whether you will arrange for the Phone to be collected or will reimburse me for the cost of returning it.

I look forward to receiving your satisfactory proposals for settlement of my claim within seven days of the date of this letter.

Yours faithfully,

Ben Richardson

I've now made a subdomain of my site.

http://complaint.richardson1991.co.uk/

And will be posting this to their twitter feed, facebook page and google+ page.

Maybe now I will get noticed as well as the other means i have done!

Update @ 16/09/2014 - 18:55

I've just been given another link to re-create the order. Along with the following note:

Quote

Thanks for remaining patient whilst I investigated. My specialists have got back to me and unfortunately, we're unable to supply a different device for your replacement - it has to remain the same. However, I've provided a new link below so you're able to order your replacement device - thank you in advance for your patience and understanding.

My reponse to such email

Whilst I've gone and setup the next order I feel this is really poor service from the specialists!!!

It's not a different device at all it's just a different colour!

Unless you can specify to me any hardware changes between a white/red/black nexus 5 then I find this yet again another way to pass me off and make me wait..

As I've already stated in an email on 15 September 2014 13:19

On 31 October I bought a Nexus 5, I have discovered that the Phone has the following problem: No signal can be acquired.This phone went into fault on the 20th August. I have spoken on many occasions to the support team using the provided number and i am still here with a broken device and no replacement (along with the order being cancelled)The Sale of Goods Act 1979 makes it an implied term of the contract that goods be as described, of satisfactory quality and fit for purpose. As you are in breach of contract I am entitled to have the Phone replaced and I would request that you confirm that you will do this within the next seven days.I also require you to confirm whether you will arrange for the Phone to be collected or will reimburse me for the cost of returning it.

I look forward to receiving your satisfactory proposals for settlement of my claim within seven days of the date of this letter.Yours faithfully,

Ben Richardson

Please just sort this mess that you call an RMA replacement service out!

Kind regards

Edited September 16, 2014 by Hottwire