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Bad Google!


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23 replies to this topic

#1
Hottwire

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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  :headbang: !
 
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  :banghead:  :banghead:  :banghead: .
 
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. 
 
:banghead:  :help:  :banghead:
 
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.


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#2
dhjohns

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That really sucks!  Once you get through phone withdrawal it is ok though.  I gave up my phone years ago, and have found true freedom!


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#3
Dahaka

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Don't you have a Customer's Protection Agency (or something called like that) in your town where you can report this incident? When they get legally threatened, my guess is that they will send a new device immediately. Unless they wish to be shut down, fined, and prevented from ever doing business in your area ever again. And while I'm posting this message:

30ZbgNN.png :histerija:  :histerija:


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#4
hacktrix2006

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Goodluck mate keeps us updated, just RMA'd my popcorn i bet i get a replacement quicker then google sends a rma out (Google have a known history of RMA'd phantom stock issues!!!).

 

This is the main reason i went with Motorola G LTE it was cheap and if it goes potty i can replace it quickly and cheaply.

 

I always wanted a Nexus devices but because of the expense and the poor service from google when device RMA's are concerned i went to the budget phones.

 

 

P.S Oh google if your still reading this page!!! I suggest you get your backside in gear, get this great customer a new phone quickly, it looks like if you don't then the world will end from this customers explosion of anger!!!.

 

Side note for Google, (Mr Mackeee voice!!!) Lie are bad OK!


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#5
Hottwire

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

 

:banghead: :banghead: :banghead: :banghead: :banghead: :banghead: :banghead: :banghead: :banghead:

 

I can't actually believe this!


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#6
hacktrix2006

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Just keep at them also write a letter to the CEO might help as well, just point all what's going on and how you want it resolved.

CEO involvement might make them think twice about fobbing you off, make sure you have all call staff names as well and put them into the letter. Also at the same time use the freedom of information act so you can get the transcripts of the calls you have made.

 

Get snobby with them make them think your going further.

 

 

Goodluck though mate.


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#7
Hottwire

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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. 

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#8
Maxed

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Let us know how you make out you must be beyond angry about now I hate the shuffle these companies give us my most hated company is My ISP provider I have spent 8 hours on the phone just to get the dumb shits to change to a fsster Internet package needless to say after 4 different sales people I finally found one that was willing to help she was very nice and did here work as should have been done with the others she gave me a great discount too she looked up every promo they had going it took  an hour to do it but I was very pleased a very Nice woman that does her Job she needs a raise!! :) :)


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#9
Hottwire

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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

 


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#10
Hottwire

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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!


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#11
Hottwire

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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

 

 

Just sent this to their google + twitter and facebook feeds

 

@Google @Google Play now they say that a colour change is not allowed #rmaissues #goodsact1979 http://complaint.ric...#sept-sixteenth


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#12
Keymaster

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Dude this sucks man, wish I had a spare one to send ya... but one thing I have learned if you present a letter to them with Legal terms such as presented by a lawyer it usually gets there attention and they listen up. Uncle Google is getting by with stuff they shouldn't be allowed to. But keep us informed and if you need supporters to help in the cause count me in.


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ALL MY RARS REQUIRE NEWEST WINRAR


#13
ComputerDoctor

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I read awhile back they were shipping refurb units and they ran out of stock.  If the price would go down to about half, I would take a chance...


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#14
Hottwire

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Update from google
 

Hi Ben,

Thanks for getting back to me. As I'm sure you're aware, there is no difference in specification between the different coloured Nexus phones. However, the procedure in place, requires the device to be the same specification down to the same colour. I appreciate that you may be frustrated. However, our specialist team is working hard to get this replacement out to yourself.


I don't even know what to reply back with anymore, my point and even use of a legal acts letter isn't getting me anywhere.


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#15
Snuffy

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Do you have a TV or RADIO station in your AREA that does Consumer Support. It might only take a Local TV-Radio Station 1 phone call to get you GLOBAL Attention.


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#16
ibm650

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Write a letter to the CEO of Google, they will get a VP involved, they hate to be bothered. 


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#17
Hottwire

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So out of the blue (bearing in mind i was going to contact them again but ran out of time) I got an email from googleplay support on the 26th Sept
 
Still well over 37 days without any sort of compensation or update or anything as you are all aware from my constant input into this thread.
 
Here is what was said:
 

Hello Ben,

My name is Jorge and i am contacting to thank you so much for your patience while we worked on getting your order arranged. However, due to some inventory limitations, I'd like to offer you an alternative:

Would you be happy to receive a Nexus 5 32GB Red instead of the black version you currently possess?

If so, please let me know and I'll be glad to process it for you immediately.

Alternatively, if you would prefer, I can also offer you a full refund in exchange for your device. I'm sorry for any inconveniences caused.

Please let me know your preference and I'll be happy to assist you further.

Thanks,

Jorge
The Google Support Team


Now I've replied back asking not for the full refund but for the Nexus 5 in red.

 

I'm hoping they will get back to me today as i did reply to them almost immediately.

 

Here's hoping, but I won't be buying a Nexus device through the playstore ever again. 

 

If I do go back to a Nexus device (bearing in mind I have  a HTC One M8 that I'm happy with) then i'll buy it from my local Carphone Warehouse whereby I can get it sorted for repair in store and not have this massive f**k up happen again.


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#18
Hottwire

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Spoke to them on my lunch and finally got a resolution:
 

Nexus 5 (32 GB, Bright red)
To be dispatched from warehouse on
01/10/2014


Finally!!!

Except no compensation which I wasn't best pleased about!


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#19
Keymaster

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as the saying goes "Don't count your chickens before they hatch" I would not be doing any celebrating till I can look at it in my hand. knowing google there may be a glitch still not seen, even by the "all knowing" google...lol


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ALL MY RARS REQUIRE NEWEST WINRAR


#20
Hottwire

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I'm aware Keymaster thankfully the tracking reference i've got states its left the delivery depot for delivery..

 

 

Here's hoping I'm holding a brand new "Bright Red  Nexus 5 32Gb" by end of play today.

 

Assuming the delivery company don't f**k up !


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