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Returned a Nexus 7, still no refund...

Discussion in 'Android Devices' started by mattyinhull, Aug 15, 2012.

  1. mattyinhull

    mattyinhull Newbie
    Thread Starter

    Hi guys, as the title says I have rejected to take in the Nexus and it was Returned to Sender by TNT. That was on the 26th July, since the. I have emailed Google 5 times with no reply and when I phone the Irish phone number given from Google wallet receipt I instantly get disconnected. 3 weeks seems very extreme to not get a reply or refund, I'm rather unhappy about it to be honest. Any thoughts?

    P.s I do have a nexus as a local store had them in early so I went and picked one up... until I get my refund the Nexus 7 has cost me

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  2. Deleted User

    Deleted User Guest

    If you received an email when you ordered it, try replying to that.

    I have sent a few emails to google, all replies to the order email and I have had replies to all of them within 12 hours.
    Not helpful replies, but replies at least.

    I have read people have trouble contacting google but I have phoned them twice using the devices helpline number: 0800 328 6081 and both times I got through within minutes.
  3. mattyinhull

    mattyinhull Newbie
    Thread Starter

    Cheers Shane I didn't have that number but as you suggested I did reply to the emails I got its doing my head in lol, still no replies from the two emails I sent yesterday... I'll definitely try that number you gave thanks!
  4. TJGoSurf

    TJGoSurf Android Expert

    That's all well and good but how does an American cable network deliver packages? That is the true mystery here.
  5. mattyinhull

    mattyinhull Newbie
    Thread Starter

    Not sure if thats a joke??

    If not;
    TJGoSurf, were in the UK, TNT is a courier.

    Shaneydroid thanks again, I spoke to Google this morning (apparently nobody bothered to read my emails) and the helpful guy on the other end has passed it onto their "specialist team" to get my refund. Now im just waiting for an email from them.
  6. TobesEtc

    TobesEtc Android Enthusiast

    I had exactly the same issue. Phoned them yesterday and they pleaded ignorance. Wanted proof I'd returned it (but I never accepted it, so I turned that around and asked for proof that I ever had it!)

    This morning, hey presto, email saying the refund was being paid. Either Google are being a bit naughty or are just damn disorganised...

    I won't be using them for hardware purchase in the future.
  7. mattyinhull

    mattyinhull Newbie
    Thread Starter

    TobesETC I think they're just extremely disorganised as out of the 5 emails I had sent them since 26th July, NONE had been opened... did they tell you it will take a further 14 days to actually get the refund?
    Besides anything else they would have proof as they can access your account to check the TNT tracking number like they did with me (I received another email after I spoke to him with ALL the details of the purchase).
  8. I have a similar issue with them. I tried to cancel before shipping (7 days before they did ship, absurd) and they couldn't do that so they told me to refuse delivery. Which I did, they received the nexus 7 back on 7/27 and still have not given me a refund.

    I called them yesterday (very slow to respond to email, if at all....let's face it, their customer service is awful) and was told that they had received it, but they are processing refunds slowly and to give it another week.

    I know they are trying to keep it lean, but if they want to get in this business, they need to 1) allow customers to cancel orders and 2) respond to email as that is their first suggestion for how to deal with an issue.

    I have a Nexus 7 from a third party that shipped when they said they would (well before google did) but I'll be offloading it when iPad mini comes out. Definitely not happy with the Google customer experience.
  9. mattyinhull

    mattyinhull Newbie
    Thread Starter

    thengodisseven I totally understand your frustration. I'm still waiting for my refund to go through but like I was told can take up to 14 days, they've really messed the cancellation and returns procedures up. Saying that its not enough to make me look at the iPad or anything else for that matter as this device is perfect for me. I'll just never buy a device direct from Google again.
  10. mattyinhull

    mattyinhull Newbie
    Thread Starter

    Just another update for future reference... I have received a refund just 4 working days after the phone call to Google so pretty happy with that. Beats the 14 days they quoted.
  11. gerok

    gerok Lurker

    mattyinhull, how long did it take for a refund from the day Google received your Nexus 7?

    I had a defective 8gb and I'm having crazy issues trying to get my money back so I could purchase the 16gb version. I shipped mines to google on Aug 2nd, they received it on the 10th, and I still didn't get a refund. All in all, I called them 7 times and they keep telling me they're going to escalate the case to a "specialist" and that the refunds are backed up. Every customer service rep kept saying to wait 14 business days, which is bullsht because it's passed and I still have no refund.
  12. HotRoderX

    HotRoderX Android Enthusiast

    OP quick question did you check your spam filter? I have had several important email's end up in there as of late. I am guessing something is going wonky with googles anti spam feature.
  13. mattyinhull

    mattyinhull Newbie
    Thread Starter

    Hi guys, after I phoned them, as soon as I put the phone down I had an email saying my case would be passed on to the specialist. Within a week my refund was sitting in my account. Guess they're messing you about terribly, I would phone and demand to speak to a supervisor etc and tell them you want your refund within the week or you will seek advice??
  14. So I got my refund on Thursday, but it took another phone call into Google to get them to escalate things. They even refunded shipping, which was good.
  15. TLCH723

    TLCH723 Newbie

    For those who got a RMA, I have a question on how did they bill you.

    Is it something like this:
    Charged 200/250 when you first purchased it.
    Submit the RMA and hold 200/250 on your credit card.
    Returned the defect unit and unhold the 200/250 on your credit card.

    Anyone got charged twice, meaning didnt get a refund until you submit a claim to your credit card and NOT Google??
    Or anyone got refunded twice, meaning they unhold the 200/250 and then pay you an extra 200/250??
  16. mattyinhull

    mattyinhull Newbie
    Thread Starter

    Google held my money from pre order then charged me when they sent it. I rejected the delivery as id bought one from a store a week earlier. After waiting 3 weeks and 1 single call to Google it was refunded within a week. That's the best I can explain for you TLCH723.
  17. TLCH723

    TLCH723 Newbie

    I am not talking about the pre-order.
    I am talking about the RMA process.
  18. gerok

    gerok Lurker

    Sorry for threadjack but just a little update on my situation.

    Sent in my Nexus 7 on Aug 2nd, they received it on Aug 10th, today is September 8th, and I still did not receive my refund. I called numerous times and they're giving me the "forwarding to specialist" reason every single time I call. Talk about $200 down the drain.

    Through this experience, I am never ordering from Google ever.
  19. Deleted User

    Deleted User Guest

    sent my nexus 7 a while back and they got it on the 4th but I never got a update or a working replacement link. Not to mention I no longer trust google play with devices since they like to hold your funds for weeks, months or years <--I would sue by 1000% if that ever happened :p
  20. pcbms

    pcbms Well-Known Member

    I've a similar situation - they sent me the RMA 2 weeks ago but haven't sent the shipping label so I can't even return the device to them. If it's then going to take forever to get the actual refund I might just cut my loses and try and sell it on ebay. I certainly wouldn't buy directly from Google again.

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