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Old July 24th, 2012, 07:33 PM   #1 (permalink)
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Hi Cameron,

Apologies for the delayed response- we've received incredible demand for Nexus 7. A replacement device will be provided and your original device will be inspected if you elect to send it in for warranty replacement.

*Important*

RETURN YOUR ORIGINAL DEVICE
You’ll need to return your original device to our service center. Additional charges for the full price of the device will be incurred if our service center doesn’t receive your original device within 21 days of your replacement delivery.

UNDERSTAND YOUR WARRANTY COVERAGE
Additional charges up to the full price of your device will be incurred if our service center determines that the damage to your original device isn’t covered under warranty. Prior to ordering your replacement and sending your device for inspection, please refer to the warranty card in the Nexus 7 packaging or visit www.asus.com for details on the ASUS limited warranty.

If you elect to send in your device and receive a replacement after reviewing the warranty, the first step is to return your device using the attached RMA.

Please package the item carefully. The original packing materials may be used. If you are returning fewer items than in the original shipment, please add effective packing materials to ensure the box and the enclosed device(s) are adequately protected from movement inside the shipping box.

For detailed instructions on preparing an item for return, please visit our Help Center at Preparing an item for return - Google Play Help

To initiate the return of your original device you'll need to do the following:

1. Print the attached Return Authorization form

2. Insert the Return Authorization form into the outer UPS box.

3. You'll receive a UPS shipping label attached in a separate email. Check your email spam folder if you don't receive this shipping label within the hour.

4. Print this shipping label and affix it to the UPS box.

5. Take your package to any location of The UPS Store®, UPS Drop Box, UPS Customer Center, UPS Alliances (Office Depot® or Staples®) or Authorized Shipping Outlet near you.

To receive your replacement device free of charge, click the link below to access a personal cart that has been prepared with your replacement device already included. Please note that you must be signed in with the same account used to make your original purchase in order to access the below cart:


An authorization for the full price of the replacement device will be placed on your credit card. This means that a portion of your card’s credit limit is held for several days, but no charge is made if your original device is delivered within 21 days and the damage to your device is verified to be covered under warranty.

Regards,


Luis
The Google Play Team

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Old July 24th, 2012, 09:02 PM   #2 (permalink)
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Originally Posted by cammykool View Post

RETURN YOUR ORIGINAL DEVICE
You’ll need to return your original device to our service center. Additional charges for the full price of the device will be incurred if our service center doesn’t receive your original device within 21 days of your replacement delivery.

So they do send you one before you have to send yours back?
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Old July 24th, 2012, 11:08 PM   #3 (permalink)
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What if you just want to return it? Can I not get a new one?
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Old July 24th, 2012, 11:08 PM   #4 (permalink)
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So they do send you one before you have to send yours back?
I believe that is ho it work an out have a time frame allowed to return the old or he device that needs repairing. In this case it seems to be 21 days which will be nice to inspect the new device an determine whether everything is working and looking as it should. :-)
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Old July 24th, 2012, 11:25 PM   #5 (permalink)
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Yes. That's how it works
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Old July 25th, 2012, 11:31 AM   #6 (permalink)
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le sigh, i have to join the ranks of the people who are returning for a new model.

I have the screen separation issue and i have contacted google for the return.

Will post when i get an email.
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Old July 25th, 2012, 11:45 AM   #7 (permalink)
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I got my return email last night and processed the replacement which has just been shipped. Still not clear how I send the old one back. It's TNT in the UK but no shipping label received so far. Have contacted Google again.
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Old July 25th, 2012, 01:25 PM   #8 (permalink)
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To anyone who has requested an exchange, did you ask for it by email or phone?
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Old July 25th, 2012, 02:42 PM   #9 (permalink)
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I did everything from the play store and they replied with the rma process via email in about 2 days. I ordered the replacement and got an email saying it was due to ship in less than a week. I have 21 days to return the defective one or I'll be charged.
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Old July 25th, 2012, 05:49 PM   #10 (permalink)
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To anyone who has requested an exchange, did you ask for it by email or phone?



I did so over the phone.
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Old July 26th, 2012, 09:05 AM   #11 (permalink)
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Got my return email. It was pretty quick. Didn't wait more than 12 hours.

Placed the "order" with the link provided. Didn't get the tracking number of the device sent out yet. Prob get it tomorrow and it will be here tuesday.

Found out that my device did not match the serial number that they had on file. Glad I called 2 days after i first got my device. If they didn't match when returned, i would have been pretty screwed.

New lesson learned, check the serial number of the device against what google has on file for new devices. Seems like even the automated packing system (if one is used) can make a mistake.
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Old July 26th, 2012, 09:07 AM   #12 (permalink)
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I did so over the phone.
+1

But no email yet
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Old July 26th, 2012, 10:12 AM   #13 (permalink)
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Got my shipping notice yesterday and replacement device arrived at home today. Still can't get any sense from Google about returning the faulty one here in the UK.
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Old July 26th, 2012, 12:16 PM   #14 (permalink)
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Just got my email. There are a few things I'm concerned about though.
-Is the screen rise severe enough? Should I make it a bit worse?
-Serial numbers. The number itself has completely faded but none of the FCC crap. Very sketchy of Asus IMO. Luckily one of the numbers on the box matches the About Tablet>Status info.
The main concern I have though is that the serial number has worn off while everything else on that sticker is holding on fine. To me that's pretty suspicious. Like Asus doesn't want you to be able to return it. Also, who the heck makes the serial number removable!? Usually that info is engraved into the devices. I'm going to college soon and if the tablet was stolen anybody could just remove the sticker. I'll just have to be more careful.
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Old July 26th, 2012, 12:26 PM   #15 (permalink)
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Which sticker are you talking about? The one at the bottom of the back case? (I don't have mine on me to check).

I'd be really surprised if the serial number isn't inside the device too.

EDIT: Yeah, the serial number is printed on another sticker inside too. You can see it in in this tear down, attached to the back pannel. It's really easy to remove the back pannel too, FYI. I just got a fingernail in to start with, then slid a guitar pick around the edges and it pops open.
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Old July 26th, 2012, 05:51 PM   #16 (permalink)
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+1

But no email yet
I just cancelled my return request. Too much of a hassle for just a creak.

I will be happy with mine.

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Old July 26th, 2012, 06:25 PM   #17 (permalink)
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Originally Posted by Xyro View Post
Which sticker are you talking about? The one at the bottom of the back case? (I don't have mine on me to check).

I'd be really surprised if the serial number isn't inside the device too.

EDIT: Yeah, the serial number is printed on another sticker inside too. You can see it in in this tear down, attached to the back pannel. It's really easy to remove the back pannel too, FYI. I just got a fingernail in to start with, then slid a guitar pick around the edges and it pops open.
Thanks Xyro! After all the time I've spent trying to fix the creaking, and screen rise (See my thread) I never noticed the number there Ok well that calms one of my fears now
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