[Q] replacement? - Nexus 5 Q&A, Help & Troubleshooting

Can someone explain to me about getting a replacement with Google?
How does it work? How long does it take?
Do they pay for shipping back to them? Who the I ship it with? Do I ship with the box with it or just the phone?
Do I get a brand new phone or a used one... And is it just a box?

anthonyly said:
Can someone explain to me about getting a replacement with Google?
How does it work? How long does it take?
Do they pay for shipping back to them? Who the I ship it with? Do I ship with the box with it or just the phone?
Do I get a brand new phone or a used one... And is it just a box?
Click to expand...
Click to collapse
You call them and if they determine you are eligible for a replacement, they will send you an email with 2 pdfs. One is a RMA and the other is a shipping label. You then order a new phone from the play store with a link they provide to you. They won;t charge you, but place an auth on your card in case you dont return the old one. When you receive the new phone, use the UPS box it came in to put in your broken phone with its original box and accessories. Put the RMA form in the box and attach the shipping label. Drop it off at any UPS.

Dang I never knew I'd need that box... What now since I don't have the box?

mdandashly said:
You call them and if they determine you are eligible for a replacement, they will send you an email with 2 pdfs. One is a RMA and the other is a shipping label. You then order a new phone from the play store with a link they provide to you. They won;t charge you, but place an auth on your card in case you dont return the old one. When you receive the new phone, use the UPS box it came in to put in your broken phone with its original box and accessories. Put the RMA form in the box and attach the shipping label. Drop it off at any UPS.
Click to expand...
Click to collapse
I have seen people (myself included) ask the same question a couple of times and nobody has ever responded it in this much detail. Many thanks and great Job. Kudos to you.
However, I have a question, once they receive the faulty unit, do they release the CC hold right away or they inspect the device and then release? and how exactly they inspect..as in what do they see..hardware fault or softwrae fault? Any ideas?

anthonyly said:
Dang I never knew I'd need that box... What now since I don't have the box?
Click to expand...
Click to collapse
Use the box that the new phone comes in. To make things easier, just take the new phone out of its box and put your old phone in its place. Keep the accessories and everything else in there. Makes it easier.
---------- Post added at 06:50 PM ---------- Previous post was at 06:49 PM ----------
filthykid said:
I have seen people (myself included) ask the same question a couple of times and nobody has ever responded it in this much detail. Many thanks and great Job. Kudos to you.
However, I have a question, once they receive the faulty unit, do they release the CC hold right away or they inspect the device and then release? and how exactly they inspect..as in what do they see..hardware fault or softwrae fault? Any ideas?
Click to expand...
Click to collapse
I'm not sure. I've never looked at it in that detail. I've sent back a rooted phone and gotten a refund, so I'm not sure how closely they look @ it.

mdandashly said:
Use the box that the new phone comes in. To make things easier, just take the new phone out of its box and put your old phone in its place. Keep the accessories and everything else in there. Makes it easier.
---------- Post added at 06:50 PM ---------- Previous post was at 06:49 PM ----------
I'm not sure. I've never looked at it in that detail. I've sent back a rooted phone and gotten a refund, so I'm not sure how closely they look @ it.
Click to expand...
Click to collapse
well if you think about it..... they send you a new phone and you can wait for that new phoen to come to you first. and then you send in a rooted phone the worst they can do is ... nothing. So i'm pretty sure they don't care

anthonyly said:
well if you think about it..... they send you a new phone and you can wait for that new phoen to come to you first. and then you send in a rooted phone the worst they can do is ... nothing. So i'm pretty sure they don't care
Click to expand...
Click to collapse
They keep a hold on your credit card.

mdandashly said:
They keep a hold on your credit card.
Click to expand...
Click to collapse
I only have 100$ in my account ahha student life. It says successful for Google play but I'll just see if it ships and it suppose to have caceled

Related

New batch of g2x out.

I have been waiting for a me batch to do a replacement, so I called today and asked for a new batch replacement. He told me that they were sold out but I could get a new unit, everything included like the battery and box for a replacement from the manufacturer. He put in the order and it was already shipped by ups with tracking numbers. Also I have two replacements coming, so this is exciting. The rep did say that yes there were problems with the current batch and that a new one was coming,i just got lucky because I specifically asked for a new batch. Hope this helps clear up some questions. I will update once I get them to see if they are better.
Sent from my LG-P999 using XDA Premium App
Back-ordered and a new batch all in one day. Iz eye n heavon????
regP said:
Back-ordered and a new batch all in one day. Iz eye n heavon????
Click to expand...
Click to collapse
That would be impossible in practical world.
Let us know production date
Yeah, let us know how it turns out. I'm still holding on to mine before I get a replacement through Asurion, i'll have to ask for one from a new batch as well...
besthijacker said:
That would be impossible in practical world.
Click to expand...
Click to collapse
exactly.
10char
cczupich said:
I have been waiting for a me batch to do a replacement, so I called today and asked for a new batch replacement. He told me that they were sold out but I could get a new unit, everything included like the battery and box for a replacement from the manufacturer. He put in the order and it was already shipped by ups with tracking numbers. Also I have two replacements coming, so this is exciting. The rep did say that yes there were problems with the current batch and that a new one was coming,i just got lucky because I specifically asked for a new batch. Hope this helps clear up some questions. I will update once I get them to see if they are better.
Sent from my LG-P999 using XDA Premium App
Click to expand...
Click to collapse
Did you call T-Mobile or LG? Reason why I'm asking is that it seems like my USB port is broke on the phone. I bought it at cellhub and T-Mobile won't exchange it. Can I call LG directly??
hire4blood said:
Did you call T-Mobile or LG? Reason why I'm asking is that it seems like my USB port is broke on the phone. I bought it at cellhub and T-Mobile won't exchange it. Can I call LG directly??
Click to expand...
Click to collapse
If you didn't purchase the phone from T-Mobile, they wouldn't exchange it. You'd need to contact cellhub or LG.
I'm not sure which one to go with anymore. A fixed G2x with no lcd bleed sounds pretty enticing, but then there's the Sensation with the possibility of root on day one.. and Kal-El is on the way this winter. Android just isn't slowing down, lol.
sensation having root on day one is possible but I wouldn't hold my breath if I were you
Highly doubt this! I'm not doubting that you were told this but doubting the fact you'll get a phone from a new batch. I spoke to MANY T-mobile employees over the phone when asking for a replacement and I even asked for a new one from a new batch and they told me that unfortunately I get whatever is in the warehouse and there was no way to ensure this or specify what I'd like...
I understand that what the rep told me might or might not be true. But it sounded like t-mobile put the order through lg. T-mobile them selves do not have any phones,i am aware of that, but the processing was fast and I already have a tracking number. I am hopeful but not foolish. I will let u guys know as soon as it comes what the date on it is. The rep said that it will be a new phone not a refurbished one. is there any other way of knowing how the device would be from a new batch?
Sent from my LG-P999 using XDA Premium App
baykakes said:
Highly doubt this! I'm not doubting that you were told this but doubting the fact you'll get a phone from a new batch. I spoke to MANY T-mobile employees over the phone when asking for a replacement and I even asked for a new one from a new batch and they told me that unfortunately I get whatever is in the warehouse and there was no way to ensure this or specify what I'd like...
Click to expand...
Click to collapse
Same here. One even told me there was no way to get a refurbished one since it hasn't been out that long. I told her that was a complete lie and that I know of other people who got re-ferbs. Seems like every time I get told a lie or someone tries to roll my loyalty plan into a new plan it is by a female. No I just hang up and keep calling back until I get someone who sounds like myself. It might sound racist but it's the god damn truth.
jrwingate6 said:
Same here. One even told me there was no way to get a refurbished one since it hasn't been out that long. I told her that was a complete lie and that I know of other people who got re-ferbs. Seems like every time I get told a lie or someone tries to roll my loyalty plan into a new plan it is by a female. No I just hang up and keep calling back until I get someone who sounds like myself. It might sound racist but it's the god damn truth.
Click to expand...
Click to collapse
Even I've gotten refurbished devices on several different occasions... I'm a female but in all honesty when I'm talking to the female t-mobile reps they seem to want to argue with me... I have however encountered a few good reps... I try to remain open minded but I have hung up on a few reps the dang "Chatty Cathy's" that think they know so much and wont shut up!
baykakes said:
Even I've gotten refurbished devices on several different occasions... I'm a female but in all honesty when I'm talking to the female t-mobile reps they seem to want to argue with me... I have however encountered a few good reps... I try to remain open minded but I have hung up on a few reps the dang "Chatty Cathy's" that think they know so much and wont shut up!
Click to expand...
Click to collapse
Seriously, I am really not trying to be a bigot, racist or sexist. I have encountered a couple females that knew what they were talking about and I didn't mean to lump all of the females in the same boat. What I really meant to say would come off racist but here goes anyway. As soon as I here a voice from a female that sounds like she's straight out of the ghetto I will hang up and call back. If the person sounds educated I will remain on the line and give them a chance.
Camille68 said:
If you didn't purchase the phone from T-Mobile, they wouldn't exchange it. You'd need to contact cellhub or LG.
Click to expand...
Click to collapse
Its almost impossible to contact LG. Look at their site no real links or tabs for warranty or contact on their main page.
When I needed to contact HTC for a warranty issue it was quick with an email tab- they got back to me the next business day.
jrwingate6 said:
It might sound racist but it's the god damn truth.
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Click to collapse
Good Sir you now grace my signature of awesome quotes LOL!!!
Horsey said:
Its almost impossible to contact LG. Look at their site no real links or tabs for warranty or contact on their main page.
When I needed to contact HTC for a warranty issue it was quick with an email tab- they got back to me the next business day.
Click to expand...
Click to collapse
Sorry, but you must not have looked very closely on their site. I went directly to lg.com, saw a link that said support (on the left), clicked on that, and saw a link for mobile phone support, clicked on that, and there are options for live chat, email or telephone support, all on the page. That took me about 5 seconds. Here is the link:
http://www.lg.com/us/mobile-phones/mobile-support/mobile-lg-mobile-phone-support.jsp
I thought I killed my G2x Tuesday and ordered a replacement. It was a refurb I guess (in a white box). It had really bad screen bleed so I just mailed it back.
I got my original one working anyway.
Camille68 said:
Sorry, but you must not have looked very closely on their site. I went directly to lg.com, saw a link that said support (on the left), clicked on that, and saw a link for mobile phone support, clicked on that, and there are options for live chat, email or telephone support, all on the page. That took me about 5 seconds. Here is the link:
http://www.lg.com/us/mobile-phones/mobile-support/mobile-lg-mobile-phone-support.jsp
Click to expand...
Click to collapse
You are right. I got an RMA # from them now via chat. I have a own thread open for it now: http://forum.xda-developers.com/showthread.php?t=1096710
Only problem I'm facing now is that the phone is rooted and has ClockWorkMod installed. I can put the stock image back on and do a factory reset/format. But I will not be able to unroot or put stock recovery back on without USB. You think it's worth to send it in?
hire4blood said:
You are right. I got an RMA # from them now via chat. I have a own thread open for it now: http://forum.xda-developers.com/showthread.php?t=1096710
Only problem I'm facing now is that the phone is rooted and has ClockWorkMod installed. I can put the stock image back on and do a factory reset/format. But I will not be able to unroot or put stock recovery back on without USB. You think it's worth to send it in?
Click to expand...
Click to collapse
I'm sure they reflash them when the refurb them.

Motorola Triumph Battery cover

hi motri ppl the reason for this post is to see if anyone has a extra battery cover the would like to send my way willing to pay or trade pm for more details
if this post is in the wrong section sorry i just thought this would be the best place to post
Virgin mobile just sent me a refurbished replacement phone without the back cover and battery so I know they have some. Try calling them at
1-866-553-9805 its a direct line to a actual person.
Good luck.
Sent from my MOTWX435KT using Tapatalk
ghostv7142 said:
hi motri ppl the reason for this post is to see if anyone has a extra battery cover the would like to send my way willing to pay or trade pm for more details
if this post is in the wrong section sorry i just thought this would be the best place to post
Click to expand...
Click to collapse
Just tell VMU that the tabs broke off or something
if i had one i would send you one sorry man! check ebay
I asked VM to replace a scratched battery cover, and offered to pay for it, and they sent me a message back saying I should go to [store I purchased the phone from] and do an exchange... Apparently they'll wait until you're out of warranty until they send you anything.
Except they don't sell, they just give. When I commented about a bad back and a flaky screen, they sent me a whole Triumph in the box and told me to just send back the old phone (and apparently keep the extra accessories).
Sent from my Wildfire S
primetechv2 said:
I asked VM to replace a scratched battery cover, and offered to pay for it, and they sent me a message back saying I should go to [store I purchased the phone from] and do an exchange... Apparently they'll wait until you're out of warranty until they send you anything.
Except they don't sell, they just give. When I commented about a bad back and a flaky screen, they sent me a whole Triumph in the box and told me to just send back the old phone (and apparently keep the extra accessories).
Sent from my Wildfire S
Click to expand...
Click to collapse
That doesn't sound like bad deal to me
you can just always check Ebay or amazon they always have replacement parts for phone just search Motorola Triumph battery cover should pop up.

[Q] USPS might of lost my phone I sent back to At&t, What you think?

So yea, I had gotten my replacement last Friday and mailed back my old phone the same day. They weren't very specific on where the package should be dropped whether it be at the Post Office or In a Blue Collection Box. I stuck my package in the Blue USPS Collection Box, been tracking this return tracking number for the phone being sent back and still says "Not Received" nor any information was updated. Did USPS lose my package or was I not suppose to drop it in a Blue USPS Collection Box? Either way the phone weighs only 4.9 ounces plus the box is probably another 5 ounces, Definitely doesn't weigh more than 13 ounces, Even if I did make a mistake I figured they would send it back. Just a little nervous, Don't wanna end up owing $400 if they did lost it. They were suppose to send my phone last Thursday but the ***** never knocked on my door to deliver it, they stuck phone batteries I bought in my mailbox when it shoulda been dropped at my door, put my phone case I bought in my neighbors mailbox, and I usually receive smashed packages, This company is horrible and I do fear they did something stupid.
Edit: Did anyone else send their phone back by sending it in the Blue USPS collection box without any issues? Honestly think At&t should switch there mailing service to UPS, not USPS. FedEx would be 2nd best choice.
I returned it in a shop yesterday, who takes parcel service from UPS, USPS, and FEDEX. I didnt dropped in blue box.
---------- Post added at 09:36 AM ---------- Previous post was at 09:35 AM ----------
May be its last friday wait for one more day.. the system may update the details today..
atrix4nag said:
I returned it in a shop yesterday, who takes parcel service from UPS, USPS, and FEDEX. I didnt dropped in blue box.
---------- Post added at 09:36 AM ---------- Previous post was at 09:35 AM ----------
May be its last friday wait for one more day.. the system may update the details today..
Click to expand...
Click to collapse
Quote on Quote could it be they forgot to scan it while mailing it out? I do understand the mail gets seperated when it gets to the Post Office, But mistakes do happen, and the returning label does not need a stamp cause it's already paid for by the company.
Axiomkid said:
Quote on Quote could it be they forgot to scan it while mailing it out? I do understand the mail gets seperated when it gets to the Post Office, But mistakes do happen, and the returning label does not need a stamp cause it's already paid for by the company.
Click to expand...
Click to collapse
hmm.. possible.. may be they forgot to scan it. May be update ATT with this issue.. just see what they say..
atrix4nag said:
hmm.. possible.. may be they forgot to scan it. May be update ATT with this issue.. just see what they say..
Click to expand...
Click to collapse
Yeah. Givem a call. Letem know. It's not your fault
Sent from my SAMSUNG-SGH-I997 using Tapatalk
Erik_T said:
Yeah. Givem a call. Letem know. It's not your fault
Sent from my SAMSUNG-SGH-I997 using Tapatalk
Click to expand...
Click to collapse
Thanks Guys, I did exactly that. I called and spoke to someone and she said she would put on my acct that the phone was sent back. Doing some searching around and etc I found my original packaging labels when I got my phone 4 months ago. On the mailing back receipt label it says "Remove any original labels. Apply Label to return package and place in ANY US Postal Service drop box/Post office location'. Upon finding this I was relieved. Cause I stuck it in a drop box rather than going to the Post office.
Edit: As I said USPS isn't a service ppl should be using other than sending and receiving regular mail...... NOT PACKAGES!
I checked the site when my phone was suppose to arrive, The ***** never knocked on my door, And the very next day I had to go to her truck to get my package cause she didn't even know I had one..... REALLY! I mean Wtf! They stuck the phone case I bought in my neighbors mailbox, and They Stuff **** in my mailbox trying to make it fit rather than just bringing it to my house but instead smash my package to make it fit. This company is some real ****ed up ****. If they did lose my package NOT MY FAULT! I Agree!

Got shipment , no phone.

So , as the topic says , ordered the nexus 5 through someone in ltaly only to find out that the phone is missing at delivery . The box only had the receipt inside . The person that helped me out called google and UPS and was told that they are going to get hold of him by tomorrow .
My question is : Could i get a replacement phone without paying another 400 euros ? What could he possibly do ? Just sit and wait ? Could Google refund us or maybe let us make a free purchase of the same device ?
EDITED : ADDED THE LAST RELEVANT POST
I'm sorry for bumping this topic .
Latest news is : UPS requested a replacement from the deposit in Amsterdam .
Story told by short . Someone (my dad) bought a Nexus 5 from Play Store , in order to test it and send it to me in another country if it is functional . He got and empty shipping box . Filed a complaint at Google and UPS . Google only answered with something like "we are going to look in to that" , UPS has done the same . Google has not responded again to the situation , UPS came and got the empty package , got a new status in shipping details saying that the phone is missing and they are contacting the sender(The Google deposit in Amsterdam , Holland).
Questions :
1. Has anyone else been through this ?
2. What is happening and what do they mean by calling the sender for more details ? (I am realy loosing my patience right now since i ordered mine 31 OCT , at about 27minutes in , and had to have the phone by 5th of november)
3.How long is it going to take to get a damned replacement ?
P.S.-Sorry for my rusty english .
inlovewithnexus said:
So , as the topic says , ordered the nexus 5 through someone in ltaly only to find out that the phone is missing at delivery . The box only had the receipt inside . The person that helped me out called google and UPS and was told that they are going to get hold of him by tomorrow .
My question is : Could i get a replacement phone without paying another 400 euros ? What could he possibly do ? Just sit and wait ? Could Google refund us or maybe let us make a free purchase of the same device ?
Click to expand...
Click to collapse
So did the phone come to you or just the "random guy" you ordered it from. Guy might be trying to scam you.
You ask us as if we deal with this stuff everyday. To be honest I do not believe anybody that claims phone was broke upon arrival or even you that says had receipt but no box.
2.0t03speed said:
So did the phone come to you or just the "random guy" you ordered it from. Guy might be trying to scam you.
Click to expand...
Click to collapse
He's my dad . He wouldn't scam me. 
 @caribouxda : I just asked how this could end and i was asking the people that have been through this . If you don't believe me i don't really care to be honest .
PS - Forgot to mention that he ordered it from Google play
inlovewithnexus said:
He's my dad . He wouldn't scam me.
@caribouxda : I just asked how this could end and i was asking the people that have been through this . If you don't believe me i don't really care to be honest .
PS - Forgot to mention that he ordered it from Google play
Click to expand...
Click to collapse
If your dad ordered it for you, he should probably be the point of contact for the shipper or Google to get a replacement. Can't hurt to ask.
Dungeon47 said:
If your dad ordered it for you, he should probably be the point of contact for the shipper or Google to get a replacement. Can't hurt to ask.
Click to expand...
Click to collapse
Yes ! That is what I wanted to ask but might not have made my self undersood , i'm still very angry on the situation .
I wanted to know if he could get a replacement or a refund (preferably a replacement) without paying another 400 euros (I told him to buy it for me from there cause it's 100 euros cheaper then where i live and he should have sent it to me after he received it) and if the procedure is going to take a lot of time or is complicated.
inlovewithnexus said:
Yes ! That is what I wanted to ask but might not have made my self undersood , i'm still very angry on the situation .
I wanted to know if he could get a replacement or a refund (preferably a replacement) without paying another 400 euros (I told him to buy it for me from there cause it's 100 euros cheaper then where i live and he should have sent it to me after he received it) and if the procedure is going to take a lot of time or is complicated.
Click to expand...
Click to collapse
There's a lot of factors in that. Your best bet is to start making some phone calls. Call the courier that was supposed to deliver, call Google, see what they can do. Good luck, mate.
Dungeon47 said:
There's a lot of factors in that. Your best bet is to start making some phone calls. Call the courier that was supposed to deliver, call Google, see what they can do. Good luck, mate.
Click to expand...
Click to collapse
He called Google and UPS . He told me that they told him that they are going to get in touch with him tomorrow .
inlovewithnexus said:
He's my dad . He wouldn't scam me.
@caribouxda : I just asked how this could end and i was asking the people that have been through this . If you don't believe me i don't really care to be honest .
PS - Forgot to mention that he ordered it from Google play
Click to expand...
Click to collapse
You fail to mention the most important thing, was box opened/damaged? Any signs or that? Also did he take the package as soon as it was dropped off or he found it a couple of hours later.
caribouxda said:
You fail to mention the most important thing, was box opened/damaged? Any signs or that? Also did he take the package as soon as it was dropped off or he found it a couple of hours later.
Click to expand...
Click to collapse
He only mentioned that the box only had the receipt inside , don;t really know about damage or if it seemed opened before that . He took the package from the delivery guy but by the time he noticed the box was too easy the delivery guy was driving his car ~100m away .
P.S - I am only asuming he took it from the guys hands ... i was not given this information . I'll keep you updated and tell you more tomorrow wen i find out more.
So your dad ordered it from Google Play and had the delivery address set to YOU right? and when it arrived, phone was missing and only receipt? If so, then yeah, have your dad contact ups/google.
If your dad ordered it and it was delivered to him, then he separately shipped it to you and it's missing. That's on your dad/ups. Google is out of the picture by then.
This also happened to me. I was expecting it Nov 5 (my birthday, too!). Never came. Last thing was it was out for delivery, then a notice that says customer will pick it up *will call". I never got the call. I called for an update but they said they can't find it.
I got the same email from Google - gonna have to burn that IMEI number and order another one. 3-4 weeks it says for me. Why do I even bother ordering things on the first day. I always get disappointed one way or another.
Does this mean the phone won't work with any carrier? Or just the US? Does this mean they can't activate it, or just work work even with an already activated SIM card?
naddie said:
This also happened to me. I was expecting it Nov 5 (my birthday, too!). Never came. Last thing was it was out for delivery, then a notice that says customer will pick it up *will call". I never got the call. I called for an update but they said they can't find it.
I got the same email from Google - gonna have to burn that IMEI number and order another one. 3-4 weeks it says for me. Why do I even bother ordering things on the first day. I always get disappointed one way or another.
Does this mean the phone won't work with any carrier? Or just the US? Does this mean they can't activate it, or just work work even with an already activated SIM card?
Click to expand...
Click to collapse
My N5 is also Lost and I didn't want to wait for Google to figure it out, so I placed another order Tuesday for White 32Gb and it said 2-3 weeks. This morning I got shipment confirmation and tracking number. Will ariive to my work tomorrow.
Google will Ban the IMEI definitely for USA. Not sure if they can ban for worldwide GSM. They probably can brick the device too, like how Apple didbeith the iPhone 4 lost at a bar.
naddie said:
This also happened to me. I was expecting it Nov 5 (my birthday, too!). Never came. Last thing was it was out for delivery, then a notice that says customer will pick it up *will call". I never got the call. I called for an update but they said they can't find it.
I got the same email from Google - gonna have to burn that IMEI number and order another one. 3-4 weeks it says for me. Why do I even bother ordering things on the first day. I always get disappointed one way or another.
Does this mean the phone won't work with any carrier? Or just the US? Does this mean they can't activate it, or just work work even with an already activated SIM card?
Click to expand...
Click to collapse
Will call doesn't mean they are gonna call you lol. It means you gotta go pick it up from UPS.
_MetalHead_ said:
Will call doesn't mean they are gonna call you lol. It means you gotta go pick it up from UPS.
Click to expand...
Click to collapse
In my case it means neither because they don't have it.
---------- Post added at 10:17 PM ---------- Previous post was at 09:22 PM ----------
How did I post to this thread? I was posting to another thread where someone had their Nexus 5 lost/stolen by UPS. Oh well..
nxt said:
So your dad ordered it from Google Play and had the delivery address set to YOU right? and when it arrived, phone was missing and only receipt? If so, then yeah, have your dad contact ups/google.
If your dad ordered it and it was delivered to him, then he separately shipped it to you and it's missing. That's on your dad/ups. Google is out of the picture by then.
Click to expand...
Click to collapse
He ordered it to his adress , he got the empty box . If he would have got the device he should have tested it and send it to me after . The phone got lost in between sending it from google to de delivery adress specified to google.
naddie said:
In my case it means neither because they don't have it.
---------- Post added at 10:17 PM ---------- Previous post was at 09:22 PM ----------
How did I post to this thread? I was posting to another thread where someone had their Nexus 5 lost/stolen by UPS. Oh well..
Click to expand...
Click to collapse
Well that's a bummer. Have you called UPS again? Maybe it was still on the truck or just temporarily lost in the shuffle. UPS is generally very good about keeping track of packages.
_MetalHead_ said:
Well that's a bummer. Have you called UPS again? Maybe it was still on the truck or just temporarily lost in the shuffle. UPS is generally very good about keeping track of packages.
Click to expand...
Click to collapse
Looks like it's gone for good. They say they have too many trucks to search for. That's a good runaround because they could probably narrow down to just the one or two that service my area.
Sent from my SGH-I337 using Tapatalk
_MetalHead_ said:
Well that's a bummer. Have you called UPS again? Maybe it was still on the truck or just temporarily lost in the shuffle. UPS is generally very good about keeping track of packages.
Click to expand...
Click to collapse
yeah because it accidently fell out of the box, while the receipt stayed in there? remember that the *package* arrived, it's the contents thats missing... face it, some dip**** took it. complain with google, shipping should be insured, hopefully will get a new one.
naddie said:
Looks like it's gone for good. They say they have too many trucks to search for. That's a good runaround because they could probably narrow down to just the one or two that service my area.
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Well that sucks. At least google will have no qualms about sending you a new one, you're just gonna have to wait a little longer. When you finally get it you'll be happy.
kendong2 said:
yeah because it accidently fell out of the box, while the receipt stayed in there? remember that the *package* arrived, it's the contents thats missing... face it, some dip**** took it. complain with google, shipping should be insured, hopefully will get a new one.
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I wasn't responding to the OP. The poster I responded to just never got the package. UPS lost it.

What an experience! :(

Well what can I say, a complete farce from start to finish.
From pre ordering to the numerous phone calls and emails to cancel my order and then to try and return my phone for a full refund.
In the end I had to get the police, Santander bank and trading standards involved to get my money back.
I had to wait 3 weeks for my order to ship to me in which time they wouldn't cancel my order even though the phone wasn't built or shipped.
They then said they would send out a pre paid label for me to return the phone, 6 times I had to request this and they never sent the labels while the 14 day returns time scale ran out due to this! I rang DHL and they told me no request was ever made for a returns label!
This left me with no option but to contact the police ,my bank and trading standards, all of whom were brilliant and helped me out :good:, my bank did a charge bank and refunded me my money back. All emails that I sent and received was shown to the above and once Motorola found out I had contacted the above they refused to respond to me anymore
I now have a brand new and sealed moto x style sat on my shelf , I have my money back and I have done all I can to return the phone, I don't know what to do with the phone now?
This was my 1st experience with Motorola, I have read similar experiences , and no doubt that there are lots of happy customers. How can they treat customers like this.
Motorolas loss was Nexus 6p gain
Interesting, I got my return label in about an hour because I requested it online. No phone call was needed. I didn't send my phone back but I could. From what I have read that is the way to do this, go online, submit a return within a few hours you will have an email with the label, end of the issue. I think you will eventually have to send it back or more legal issues may occur.
Seems to me that the phone support is poor so just don't go through them
I wasn't aware you could request online, but I had numerous emails and phone calls asking for a returns label that should have been noted.
Yes i have the kept the phone in safe keeping until they ask for it back!
Did you check your junk mail folder? After 6 requests I feel like they would have sent at least one label.
Sent from my XT1575 using Tapatalk
ant78 said:
I wasn't aware you could request online, but I had numerous emails and phone calls asking for a returns label that should have been noted.
Yes i have the kept the phone in safe keeping until they ask for it back!
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joshw0000 said:
Did you check your junk mail folder? After 6 requests I feel like they would have sent at least one label.
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I've heard of others who had this issue, but just go online and you'll have your label before lunch. Omit the problem (phone support) and you wont have any issues.
joshw0000 said:
Did you check your junk mail folder? After 6 requests I feel like they would have sent at least one label.
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Yes that was the first thing I checked, the police and my bank also asked the same question! Like I said DHL confirmed that no return was ever requested from Motorola
joshw0000 said:
Did you check your junk mail folder? After 6 requests I feel like they would have sent at least one label.
Sent from my XT1575 using Tapatalk
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joshuadjohnson22 said:
I've heard of others who had this issue, but just go online and you'll have your label before lunch. Omit the problem (phone support) and you wont have any issues.
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To be honest I really can't be bothered anymore as Motorola have messed me around for a good month, now they can do the chasing !
ant78 said:
To be honest I really can't be bothered anymore as Motorola have messed me around for a good month, now they can do the chasing !
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well good luck and enjoy the nexus
joshuadjohnson22 said:
well good luck and enjoy the nexus
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Thanks, although I was really looking forward to the style, I'm still tempted to open up the box and have a little play but perhaps I'm better leaving it sealed?
ant78 said:
Thanks, although I was really looking forward to the style, I'm still tempted to open up the box and have a little play but perhaps I'm better leaving it sealed?
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doesn't matter at this point. Within the 14 days you can use the device as a daily driver so to them it doesn't matter. If I were you I would play with it. Just don't break it lol
Man, I feel for ya. I hate seeing stories like this. A horrible customer service experience can completely ruin what would otherwise be a nice device experience. Glad you got your money back in any case.
Have you considered giving the device another shot since you now have it? You'd have to send the money back again, but you wouldn't have to wait on shipping.
What made you not want the phone in the first place? Delays in shipping?
ant78 said:
Thanks, although I was really looking forward to the style, I'm still tempted to open up the box and have a little play but perhaps I'm better leaving it sealed?
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If it were me, I'd leave it sealed for 90 days at least. If at that point there is no dispute to the charge back from the bank, no contact from Motorola, etc, you should be safe to say you have a free phone. Keep in mind, just because you got your money back doesn't mean Motorola isn't disputing it on their end. And the bank could at any moment take that money back. If it comes to that, you could need to provide a sealed box device. If you can't, you could be out of luck.
Right now you have a free phone. If you sit on it for a few months, and nothing more comes of it, you still have a free phone.
Sent from my XT1575 using Tapatalk
You know, reading this post just made me decide to go ahead and unlock my device (that I've had for a week) for rooting/moding. I was on the fence because if I unlocked it I would have lost my warranty. But knowing I will never have to deal with Moto Customer Service is a good thing. I won't wanna lose my phone for weeks if something goes wrong anyway, so I'll be better with my local repair shop.
My previous phone, Galaxy S4, developed the dreaded swollen battery. And they wanted me to send it back for a replacement, instead of just sending me a battery. So that makes me not want to deal with customer service at all.
Sorry to hear about your experience. though.
jonathanbailie said:
Man, I feel for ya. I hate seeing stories like this. A horrible customer service experience can completely ruin what would otherwise be a nice device experience. Glad you got your money back in any case.
Have you considered giving the device another shot since you now have it? You'd have to send the money back again, but you wouldn't have to wait on shipping.
What made you not want the phone in the first place? Delays in shipping?
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Thanks, it has been a rough ride!
I only cancelled when i saw the nexus 6P
joshw0000 said:
If it were me, I'd leave it sealed for 90 days at least. If at that point there is no dispute to the charge back from the bank, no contact from Motorola, etc, you should be safe to say you have a free phone. Keep in mind, just because you got your money back doesn't mean Motorola isn't disputing it on their end. And the bank could at any moment take that money back. If it comes to that, you could need to provide a sealed box device. If you can't, you could be out of luck.
Right now you have a free phone. If you sit on it for a few months, and nothing more comes of it, you still have a free phone.
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Im intending to keep the phone sealed now, i dont think i have heard the last of Motorola support! Lets see how long it takes for them to send out a label now i have my money back!
I got full refund after having phone for like 5 days, unlocked boot loader and all, no issue at all, then bought the bigger internal memory one, which I should have from beginning. i think you go a bad luck kinda deal my friend
Sorry you feel that way...
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ant78 said:
Yes that was the first thing I checked, the police and my bank also asked the same question! Like I said DHL confirmed that no return was ever requested from Motorola
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For me, the prepaid return label was FedEx, even though the package originally came DHL. Might want to check with them.
This is why I bought mine from Amazon, but I'm keeping it.
ant78 said:
Yes that was the first thing I checked, the police and my bank also asked the same question! Like I said DHL confirmed that no return was ever requested from Motorola
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Motorola contracts FedEx for the return. Not DHL. You went the wrong route.
Also, make sure your Motorola account has the correct email address. I used Google Plus login when I created the Motorola account and it showed some weird email address when I check my Motorola profile. I had to go in there and updated to the correct email address.
You will want to send the phone back. Contact any FedEx retail location, give them your address and they may have your label on file. If you decide to keep the phone, Motorola might bill you for it. If you don't pay, they will send you to collection. Good luck.

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