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It appears my ns has uneven screen burn in on its display were the black status bar is,so am thinking about using my bb black tie protection to get repaired or replaced, just wanting to know other ppl experiences with Bestbuy ,before I put my nexi in there hands...
Sent from my Nexus S using XDA App
They fixed it. It is annoying to lose your phone while it's being repaired, though. As far as I know they don't do rapid exchange for the Nexus S yet, so you basically give it to them and it's up to 30 days before you get it back (mine took about ten days). In the meantime you have to use either a super basic loaner phone or whatever else you have lying around.
So yeah, no complaints about the repair itself, but just be aware you're not going to get handed another NS to use while it's gone. Oh, and also, they'll probably take off your screen protector in the store before they accept the phone (and since your screen has the issue, you're probably liable to not get it back if they don't), so if you ever plan on using it again you're probably best off removing it yourself beforehand so you can store it appropriately.
Addendum: Oh, and if you bring it into the store, don't waste your time standing in the Geek Squad line; just bring it to the Mobile department. All they'll take is the phone itself, so don't bother bringing your case/battery cover/battery/SIM card along unless you want to show the sales rep the problem for some reason.
Thanks,yea this is gona suck...didn't notice it till the update and it toned the screen brightness down..oh well..
Sent from my Nexus S using XDA App
Used it when I cracked my screen on my dell streak. This was before they did rapid exchanges. Took 3 weeks and they did a good job, they even threw in an extra battery cover and 16gb SD card!
I was told that all claims would be rapid exchange now, which is 3-5 days.
Overall, it was a good experience for me. But 9.99/mo. isn't too bad considering there's no deductible.
Sent from my Nexus S 4G using Tapatalk
I just got my Nexus last night and they told me also that they have the new rapid return policy which won't take longer than 3-5 days to get your phone replaced. It kind of sucks if you get your phone stolen or lose it though, then your screwed.
dazednconfused1144 said:
I just got my Nexus last night and they told me also that they have the new rapid return policy which won't take longer than 3-5 days to get your phone replaced.
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Did they explicitly tell you that the option was available for your phone? I get the impression from hanging around the store that they tell everyone about rapid exchange, when in reality it's still being rolled out and is thus unavailable for some phones.
Hey guys,
Sorry if you've seen alot of posts like this. I've tired to look around for information and I couldn't get a clear answer. My issue is:
I just got the Nexus 5, and its loaded with green stuck pixels, so I called Google Customer support to see if I could get an exchange. They told me about the RMA process. I was sent a link to re-order the phone, with a shipping time of '3-4 weeks' mind you. But my main question that no one answered for me was simple... Do I get a brand new retail model? With new box, charger and cable? or do i get a replacement model similar to Apple. Can someone help me out and let me the answer to this.
You get a brand new phone with box and accessories.
Since this is the first post I've seen on rma, I think you have more answers than anyone else. But I'm going to be watching just on case I run into any issues.
If it's like the Nexus 4 and Nexus 7, you get a brand new phone if you have an issue in the 12 month warranty. Only if it's bought from the Play Store, obviously.
This phone just came out. How wil they find a refurbished for you lol of course you will get brand new.
Just because a device is brand new doesn't mean that a company hasn't made 'service' models for replacement... I.E Apple..
Let me know how it goes please. I've just noticed 7 or 8 dead pixels (black) dotted around my screen. I'm gonna call up tomorrow and see what they say.
Just sent the phone back to be RMA'd. Google paid for the shipping, used the box that it came in. I'm really ticked off though. I honestly can't believe that Google doesn't have any phones set a side for defects or customer issues. Its crazy that now I have to wait 3-4 weeks to get my replacements device. I'm not saying that I'm more important than folks who ordered the device later or anything, but geez. I am happy though I'm getting a brand new device (I hope, the jury is still out if it will be brand new , we can only go off what google has done in the past with other RMA's). Google, there has to be a better way...
michael871410 said:
Just sent the phone back to be RMA'd. Google paid for the shipping, used the box that it came in. I'm really ticked off though. I honestly can't believe that Google doesn't have any phones set a side for defects or customer issues. Its crazy that now I have to wait 3-4 weeks to get my replacements device. I'm not saying that I'm more important than folks who ordered the device later or anything, but geez. I am happy though I'm getting a brand new device (I hope, the jury is still out if it will be brand new , we can only go off what google has done in the past with other RMA's). Google, there has to be a better way...
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You gonna get a new device for sure.
I'm RMAing S4 GE due to hardware issues second time today
michael871410 said:
Just sent the phone back to be RMA'd. Google paid for the shipping, used the box that it came in. I'm really ticked off though. I honestly can't believe that Google doesn't have any phones set a side for defects or customer issues. Its crazy that now I have to wait 3-4 weeks to get my replacements device. I'm not saying that I'm more important than folks who ordered the device later or anything, but geez. I am happy though I'm getting a brand new device (I hope, the jury is still out if it will be brand new , we can only go off what google has done in the past with other RMA's). Google, there has to be a better way...
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When I've done replacements in the past (and yes, replacements during the 15-day return period are new devices), I've waited until the replacement device arrived before sending back the first unit. Did they tell you to send in your device immediately? That's odd, because they place a hold on your credit card to be sure you send the original back once they've sent the replacement--doesn't make much sense to place a hold if you send back the original first.
Yea, I was told the same. But I figured since I was off today, might as well get it done. I have a phone I can use until then
michael871410 said:
Yea, I was told the same. But I figured since I was off today, might as well get it done. I have a phone I can use until then
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Gotcha. I've preferred to wait just to make sure the replacement isn't worse than the original.
Sent from my Nexus 5 using Tapatalk
I thought the same. But I figured with all the stuck pixels. I'll take my chances. I want to be happy for 399 or 450 with tax and shipping out of pocket.
LG should have it figured out by now. A couple pixels on 50 inch screen, ok I get it ... It's the type of technology. But come on. The display is 5 inches. That's a small slice from a T.V. And Apple is no different. Same issues with pixels. I don't want to watch a movie, or look at a photo with a bright green dot in the corner or center of the screen.
michael871410 said:
LG should have it figured out by now. A couple pixels on 50 inch screen, ok I get it ... It's the type of technology. But come on. The display is 5 inches. That's a small slice from a T.V. And Apple is no different. Same issues with pixels. I don't want to watch a movie, or look at a photo with a bright green dot in the corner or center of the screen.
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I called in today about stuck pixels on my phone too. I didn't get an RMA email yet though. So basically you get a link and you just order a phone from the Play Store as if you were buying for the first time?
DanRyb said:
I called in today about stuck pixels on my phone too. I didn't get an RMA email yet though. So basically you get a link and you just order a phone from the Play Store as if you were buying for the first time?
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when I rma'ed by nexus4 that was how it was. The link bring you to a checkout page in google (play or wallet i forgot) and you can select shipping as well which I believe is no extra cost (i picked two day)
hey all,
just wanted to share a few notes on my experience with the pixel 3 xl and google support. part cautionary tale, part just feeling bitter.
tl;dr: high defect rate has possibly depleted stock of new devices (that would be set aside specifically for replacements), now only replacing with refurbs? possible 3rd party wireless charging issue?
i purchased my p3xl direct from google. the first one died in about 4 days. it wouldn't turn on and no combinations of buttons would give me even a screen flicker. then a day later, it suddenly came back to life. no explanation, no errors. i factory reset it, set it back up, rooted it, etc...
it died again the next day. i RMA'd it, and the day before my replacement arrived, it just came back on. it was weird and i was feeling paranoid, so i set up the new one and started using it. i kept the original one running and just played around with it, until the last few days before i HAD to send it in. it never once dropped again. i sent it back, keeping the new replacement.
2 months later, my 2nd one is dead. it seems to be the same issue, won't respond to anything. i used the stock charger, tried my partner's pixel 3 charger & cables, connecting it to my laptop, the charger for my old nexus (with a USB-C adapter) -- each for 6 to 10 hours. i'm still holding out a glimmer of hope that it will kick back on long enough for me to pull everything off it. i have a whole list of links to other threads on XDA and reddit with the magic button combo that people used to turn theirs back on, but many people are just getting it replaced.
so.. after a day of panicked research and a spreadsheet full of "button combo", "time held", "button released first", "result" desperation and sadness, i RMA'd it. this time they will only replace it with a refurb device. i escalated this over email, chat, twitter... but i kept getting the same message:
I understand that you're looking for a new device as a replacement. Please be informed that we have a finite number of new devices manufactured, and I'm sorry to inform that we wouldn't be able to send out a new device as a replacement, but rest assured our replacement devices undergo a comprehensive process to ensure a high standard of quality before they are shipped.
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my read on this that they're getting way more returns than they expected... thoughts?
all this said: i've been really loving the p3xl -- my brother has one, my gf has the p3. they love 'em and have had no problems. so yesterday i caved and ordered the replacement (refurb), but i'm pissed that (a) my phone is in perfect condition and i take really good care of it (shout out to whitestone dome, that thing is amazing!), and (b) i feel like i'm out 200$ish that is the diff between a new vs. refurb device and the cost of a new whitestone dome glass.
literally the only diff i can tell between myself, my brother, and my gf is that i have a tylt wireless charger that i drop my phone on when i'm going to bed. works great with my nexus, seemed like it was working fine for the pixel (albeit only slow charging). in my googling, i saw a couple of threads where people complained that a wireless charger had damaged their battery which is what pointed me this direction, but i honestly have no idea if it's really a factor.
so i'm sort of curious about other people's stories... are you running in to the same issues? did the magic button combo work? can you think of any reason why yours died in the first place?
thanks!
I can't comment from a bad experience, but I have ran the gambit of wired chargers through my 3xl but only ever used the pixel dock for wireless, due to my case (otterbox defender) it will only slow charge while the case is on, but I haven't had an issue, not trying to rub this in, just giving you another data point.
I have had mine for months, using it on the Pixel Stand nightly (with a case on). No issues so far.
Honestly, it's a big hit or miss with their "refurbished" devices. I've had multiple replacements ranging with big scratches 1.5 - 2 inches on the display. Buzzing earpieces and ****ty sounding speakers etc. They say their replacements go through a comprehensive check to make sure they're 100% mechanically sound. To me it seems like Google just stuffs in returned devices and ships them off as warranty exchanges. They just hope that the next person that gets it doesn't notice the defect and accepts the rubbish they dish out. But there is some light at the end of the tunnel if you deal with too many replacements. You can get your case escalated and they can refund you the total of the phone as a return 100% and you can get your money back. Then, if you wish, you can order a brand new one and at that point you'll have a brand new warranty and be guaranteed a new device for 2 weeks. I went through a similar fiasco for radio problems and speakers going out, but I have never faced your issue yet. I ended up getting a refund and bought a new Pixel 3 XL when they had the $200 off promotion so that was awesome! Best of luck!
zetsumeikuro said:
Honestly, it's a big hit or miss with their "refurbished" devices. <snip> I ended up getting a refund and bought a new Pixel 3 XL when they had the $200 off promotion so that was awesome! Best of luck!
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Similar situation with me but for constant flashing making the phone unusable for hours at a time. I was 17 days out of purchase and they refused to send me a new device, only a refurb. I could have gotten my money back as you described above but I bought it at the $200 off price and that promotion is expired. So my options were a refurb (they spout the exact same line about testing which is total BS) or spending an extra $200 for a new one. I have the Pixel 3 not the XL. These devices are flawed in a major way. The only thing they can do at this point is give free replacements to those experiencing problems. New and not refurbished. Throw all those away or give them away, they are useless. I wonder what the statistics are on returns. My wife has one since November with not one single issue. I'm on my 5th in the past month or so.
zetsumeikuro said:
Honestly, it's a big hit or miss with their "refurbished" devices. I've had multiple replacements ranging with big scratches 1.5 - 2 inches on the display. Buzzing earpieces and ****ty sounding speakers etc. They say their replacements go through a comprehensive check to make sure they're 100% mechanically sound. To me it seems like Google just stuffs in returned devices and ships them off as warranty exchanges. They just hope that the next person that gets it doesn't notice the defect and accepts the rubbish they dish out. But there is some light at the end of the tunnel if you deal with too many replacements. You can get your case escalated and they can refund you the total of the phone as a return 100% and you can get your money back. Then, if you wish, you can order a brand new one and at that point you'll have a brand new warranty and be guaranteed a new device for 2 weeks. I went through a similar fiasco for radio problems and speakers going out, but I have never faced your issue yet. I ended up getting a refund and bought a new Pixel 3 XL when they had the $200 off promotion so that was awesome! Best of luck!
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wow, that's a great piece of info - thanks! i'll see how the refurb works out, but yeah, mine is in pristine condition, i'm not going to accept a replacement with scratches.
They say their replacements go through a comprehensive check to make sure they're 100% mechanically sound.
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i swear, they pasted that line into EVERY single response i received. it got annoying fast.
bobby janow said:
The only thing they can do at this point is give free replacements to those experiencing problems. New and not refurbished. Throw all those away or give them away, they are useless. I wonder what the statistics are on returns. My wife has one since November with not one single issue. I'm on my 5th in the past month or so.
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i really think that this is why they're only doing refurbs now.. they probably used up all their "set aside for returns"-new devices already. makes me wonder if we're just all recycling each others non-functioning devices at this point..
JaceAlvejetti said:
I can't comment from a bad experience, but I have ran the gambit of wired chargers through my 3xl but only ever used the pixel dock for wireless, due to my case (otterbox defender) it will only slow charge while the case is on, but I haven't had an issue, not trying to rub this in, just giving you another data point.
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good to know. most of the "wireless charging broke my phone" threads do seem to be contained to 3rd party chargers, if the replacement works out, i might grab one of the pixel stands. thx!
williamentropy said:
i really think that this is why they're only doing refurbs now.. they probably used up all their "set aside for returns"-new devices already. makes me wonder if we're just all recycling each others non-functioning devices at this point..
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That's why I wouldn't accept a refurb. It cost me but I will get it back in the end. I had to pay for a new device, wait for it, transfer the info, send back the old piece of crap and wait for my refund. I don't care. I'm not getting some POS refurb when my device was only 17 days old and flashed like a lightning storm in June. So I'm going to test it as best I can in the coming days once I receive the new one. Any sign of anything and I'm outta here. Perhaps for good. It's just not worth it at this point when other devices are better. Used to the Nexus 5 at half the price of other phones, rootable, no problems with apps, stuff like that. Those days are over. Unfortunately.
bobby janow said:
Used to the Nexus 5 at half the price of other phones, rootable, no problems with apps, stuff like that. Those days are over. Unfortunately.
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i know, right? i'm back on my nexus 6 awaiting the replacement... despite the cracked screen, it's still a solid device.
It amazes me how lucky I must have been. Had to get my device from a third party with no chance of returning.
Why is Google quality control so freaking bad?
Plus if you complain on their support forum they just delete your post!
I set my phone down and picked it up only to find dead Pixels in the lower right of the screen! Anyone else have this happen. I haven't dropped the phone or gotten it wet. I am sending it off to Samsung Thursday. I hope they fix it and don't come up with some excuse to to warranty the dead Pixels.
I've had this happen as well. I sent it off to be fixed but when it came back, the front display wasn't working. Now I'll have to send it off again...
What a mess. You would think they would just give you a new phone. They wanted me to take it to one of these fix it places here in Dallas. I opted to send it to the official samsung repair. We shall see.
Yep, me too
This just happened to me an hour ago. I have not damaged the phone in any way. I hope this doesn't turn out to be another Galaxy Fold debacle.
Update: I just called Sprint and since I am within the 30 day satisfaction window, they are going to replace my phone. If this happens again then I'll be highly disappointed!
yopiggy said:
What a mess. You would think they would just give you a new phone. They wanted me to take it to one of these fix it places here in Dallas. I opted to send it to the official samsung repair. We shall see.
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Hey what was the update ? I live in dallas too. and I have exactly the same concern. Its good to know what they say before i go there.
Same here. I sent it in for repair, got slammed back with out of warranty due to an invisible scratch in a totally different spot, with their own admission is unrelated to the dead pixel and fault in the screen, and is only on the outer cover...but still invalidate warranty....I switched to Samsung 3 years ago, I might be trying google next...can't replace a good customer service when it matters.
I took my phone to the Samsung repair place uBreakiFix located at 6205 Coit Rd Suite 336, Plano, TX 75024. They fixed it under warranty. Now my phone is really getting hot. So hot is is starting to burn my face when I talk on it. Looks like i will be calling samsung again. I am afraid this thing is going to explode.
Dead Pixels x2!
I am already on my 2nd Galaxy Z Flip and now trying to get #3! My first phone developed a spot of dead pixels in the middle of the screen. They magically appeared less than 24 hours after I received it. It was only plugged in to charge overnight, so I know that they were not caused by me. It then took over 3 weeks of multiple calls to finally get it replaced! At first, they kept trying to get me to send it in for a refund, and then told me that I could just buy a new one to fix it. I told them that they were dumb and that this was not a logical option. I received this phone through the Samsung Device Insights program for 1/2 price and a replacement would cost me the full amount.
Finally, after spending another hour on the phone and telling my story for the 50th time, I finally got through to someone in a higher up support office. He agreed with me that the previous calls and my experiences were ridiculous. He took the time to contact a local authorized Samsung repair store where he could send a replacement phone for me to pick up. On the bright side, I only had to turn in the phone, and I got a completely brand new one in the box. He said I could keep all the accessories from the original phone. While it did take a few days longer than I was originally told, I did eventually get the new phone.
Fast forward to today, I have had this replacement device for exactly 20 days. I am presently at work and when I opened the phone to check my messages, I found MORE DEAD PIXELS! Just like the last phone, they are always visible, only this time they are at the top of the display. I made another call back into Samsung, and I am currently waiting for a return phone call from Anthony. He just so happens to be the same upper level support person that I spoke with last time. He was the only one that was able to get the phone swapped out. Now I am hoping he will call me back to get this taken care of again.
I will say that If I do not get a call today as promised, I am sending it back for a full refund and I will never again buy another Samsung product. I am leery about even getting a 3rd unit after the horrible experiences I have had. Have any of you had similar problems and did they get your defective phone screens repaired/replaced as promised? So far, I am very underwhelmed and think that Samsung has a long way to go to provide proper customer service.
Me too
I've had a Z flip for 5 months and tiny dead pixels on the top of screen.
I've never dropped nor wet.
I went to Samsung repair shop in London and they told me that they can't repair under warranty and I had to pay 99 pounds.
They mentioned that they could see tiny scratch on the screen which I couldn't see my eyes.
My friends told me that Samsung after care are terrible and I agree that.
I've been carefull this phone and I've never had a problem with dead pixels before.
I felt I was conned and very disappointed with Samsung
Today about 2 hours after waking up, I unlocked my phone and noticed that a dime size dead-zone at the bottom left of the phone. My phone has been in a case and a glass screen protector since taking it out of the box and I have never (knock on wood) dropped it whatsoever. If I took it out of the case and screen protector you would think it is a brand new phone never used. So now I have this dead zone that will not recover regardless of countless remedies, so I contact Google support as I am a member of Google one because I pay for the 100 gigabyte cloud storage. I sent the representative Hey picture of the dead zone and to my surprise he told me he told me " do not worry about this at all, I will start an RMA for you immediately". I was extremely pleased with how this was handled, an hour after talking with him, my entire screen died. I no longer can use my phone at all. Thank god it will be here in two days!
So you'll only have to slum it with an old device for a day or two, sweet!
Never had a problem with Google RMA process, always the reason I buy direct, piece of mind
In the UK - Google do a great job with their phones too for RMA. They sort you out relatively well
Even if you didnt buy direct
Update:
Got the new device yesterday, apparently they are refurbished and I noticed a nice big strand of white lint in-between the camera glass right on top of the main shooter. Obviously got in there when Google did whatever they do to refurbish phones.
Contacted them and so far they are refusing to swap this one out. I understand it's a little nit picky but I paid $900 for a brand new phone, it had a defect and the replacement now has a defect. That aside, it's absolutely killing my OCD. Could you imagine having to look at that stupid little piece of lint for years to come? If they ultimately stick with not doing an RMA on this I'm either selling and going for a OnePlus 8 pro or possibly even attempting to remove the camera glass square to get that little fu**** out.
1dopewrx05 said:
Update:
Got the new device yesterday, apparently they are refurbished and I noticed a nice big strand of white lint in-between the camera glass right on top of the main shooter. Obviously got in there when Google did whatever they do to refurbish phones.
Contacted them and so far they are refusing to swap this one out. I understand it's a little nit picky but I paid $900 for a brand new phone, it had a defect and the replacement now has a defect. That aside, it's absolutely killing my OCD. Could you imagine having to look at that stupid little piece of lint for years to come? If they ultimately stick with not doing an RMA on this I'm either selling and going for a OnePlus 8 pro or possibly even attempting to remove the camera glass square to get that little fu**** out.
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Edit: I did buy direct btw, always have and always will.
1dopewrx05 said:
Edit: I did buy direct btw, always have and always will.
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Just call them back and do a second warranty, let them know your experiencing new problems, or tell them you want to do a buyer's remorse return & they'll do it. I did a buyers remorse after I bought the my pixel 3 xl twice last year, once at 2 months & the other at 4 months, (That's where they give your your money back).. I called them for a day over & over but they did what I wanted. don't let Google tell you what's gonna happen you tell them