I ordered a Qi wireless charger from Fasttech on the 19th April. It shipped a couple of days later and arrived fairly promptly considering the distance involved (Hong Kong to UK). When it arrived, I plugged it in to test it out. It worked a treat, apart from one thing; it beeped every time it started a charge cycle. Unfortunately, with wireless charging, that means that it beeped every 15 minutes or so as the charger tops up regularly. No way to leave it on the pad overnight or even when watching TV as it could be heard over it.
So, I contacted Fasttech and they agreed to refund. My 1st message to them was on the 4th May, the day after I received it IIRC. I've only just received the refund (!)
Below is a transcript from their messaging system.
#1.
posted May 4
by you
The charger beeps whenever it starts charging. This isn't a problem in itself, but when fully charged, the charger starts up again every 15 minutes or so and beeps again. It's loud enough to be annoying and so the device can't be left on the charger overnight.
It's a real shame as the product works well but there seems to be no way to disable the beep.
#2.
posted May 4
by Sufie Staff
We are sorry to hear about the issue. We have forwarded this issue to our supplier to see if they could provide the trouble shooting methods to fix the problem.
We will update you in first time once we got the feedback from them. Thank you for your understanding.
#3.
posted May 8
by you
Hi, thanks for your reply.
It seems unlikely to me that your supplier will be able to fix this issue as it would appear to be hard-wired into the product. I would ask therefore to return for refund please.
Regards, Steve
#4.
posted May 10
by Sufie Staff
Thank you for your reply. Would you like to have replacement for it? Meanwhile we may need your help to check the cheapest shipping cost to return it to Honkong? We will cover the cost.
Please let us know, thank you.
#5.
posted May 10
by you
Hi
I would prefer a refund please unless you can guarantee that the replacement item would be silent. Return postage to Hong Kong would be £12.60 via a Royal Mail service called "Airsure Small Packets". This features a 4-day delivery, tracking & compensation. It is also one of the cheapest options.
Regards, Steve
#6.
posted May 11
by Sufie Staff
Thank you for your response. Is there any shipping method with a cost lower? have sent you (in a separate e-mail) your RMA number and our return address in Hongkong. Please clearly mark your RMA number on the address line.
Please arrange to ship the defective item back via the lowest cost shipping method, we will cover the cost. Simply to send us the return receipt.
Please be assured the refund will be issued once the return package delivers, thank you.
#7.
posted May 11
by you
Thanks. With regard to postage, please have a look at the attached jpg which is a screen grab from the Royal Mail website. Please choose which service you would like me to use.
Regards, Steve
Attachments
Preview (.jpg, 295 KB)
Clipboard01.jpg
#8.
posted May 11
by Sufie Staff
Thank you for the information and sorry for the trouble. Please ship it back via the £12.60 one. Please provide us the return receipt so we will reimburse you the shipping cost, thank you.
Please log in to your FastTech account and click the following link to upload attachments:
https://support.fasttech.com/ticket/xxxxxxxxxxxxxxxx
#9.
posted May 12
by you
Hi
I've not received the separate email that you said you'd sent yesterday. I've checked my junk email folder. Nothing has arrived. Can you please resend or quote the RMA via reply here?
Regards, Steve
#10.
posted May 13
by Sufie Staff
Sorry for the mistake. You may have received it right now. Thank you.
#11.
posted May 16
by you
I have returned the charger. Please see attached receipt for shipping.
Regards, Steve
Attachments
Preview (.jpg, 806 KB)
IMG_20130516_182016 (Custom) (2).jpg
#12.
posted May 16
by Sufie Staff
Thank you for your response. Would you like to have it $19.21(£12.60) refund as store credit? it is like cash in our site. Thank you.
#13.
posted May 18
by you
Please add to the refund on the charger and credit my original payment method (PayPal) for the total amount. I am very likely to use your store again but don't know when it'll be.
Many thanks, Steve
#14.
posted May 20
by Sufie Staff
Thank you for your response. We will issue the total refund once the return package delivers, thank you.
#15.
posted Jun 2
by you
Hi, please see the attached screen grab from the Royal Mail website.
Attachments
Preview (.jpg, 94 KB)
Track and Trace.jpg
#16.
posted Jun 2
by Sufie Staff
Thank you for the information. Could you please confirm if you have marked the RMA# on the address line? We will check with the return facility department and get back to you soon. Thank you.
#17.
posted Jun 3
by you
Yes, the RMA was in the return address.
#18.
posted Jun 3
by Sufie Staff
Thank you for the information. We will check with our return facility and get back to you within 24 hours, ok? Thank you.
#19.
posted Jun 22
by you
Hi. Can I have this refund processed please?
#20.
posted Jun 23
by Sufie Staff
Sorry for the waiting. Would you like to have it refund as store credit since it is already exceed 60 days limitation for refund to paypal? Thank you.
#21.
posted Jun 27
by you
The reason it's exceeded 60 days is because of all the stalling. 24 days ago you stated that you'd get back to me in 24 hours.
Please send a refund to [email protected] and I will accept the PayPal fees.
#22.
posted 28 days ago
by Jasmine Staff
Due to restrictions imposed by PayPal, refunds cannot be issued beyond 60 days after payment. In such cases, we need to contact PayPal to arrange the refund, please allow us 48 hours to process the refund.
Your understanding is highly appreciated.
#23.
posted 26 days ago
by you
Hi
48 hrs have passed.
Regards, Steve
#24.
posted 25 days ago
by Lydia Staff Lead
Sorry for the delay, we are processing the refund now and the PayPal needs some time to process it, please check it later, thank you for your cooperation.
#25.
posted 15 days ago
by you
Please update. A further 9 days have now passed.
#26.
posted 14 days ago
by Lydia Staff Lead
We will update to you after we refund it.
#27.
posted 14 days ago
by you
How long is this likely to take? You received the item back on 27th May! That was seven weeks ago! This is ridiculous.
#28.
posted 13 days ago
by Lydia Staff Lead
We will refund you the money within this week. sorry for the wait.
#29.
posted 17 mins 27 secs ago
by you
"Just thought you'd like to know FastTech.com sent you $32.11 USD"
Finally.
***********************************************************
In fairness to Fasttech, they refunded the return postage a while ago (even though they said they'd refund the whole lot at once). My only beef with them is the ridiculous amount of time it took to get a refund for the item itself.
Good morning everyone,
since it happened to me for the first time in my life that I have a self-inflicted defect on my smartphone, I thought that at this point I would post a thread on how the repair experiences with the Pixel 4 XL are - especially so shortly after the release of the device.
Field report
Origin of damage
I have caused the display to crack on December 17th, 2019, because the Pixel 4 XL - which as been in the corresponding Google Fabric Case - fell on a stone. The fall height was quite low at about 50 cm, but the angle of impact was so unfortunate that it hit with the exposed display edge, above the lower speaker. The lower 15% of the display surface is completely torn and the display has suffered a small hole in the display glass at the point of impact. The good thing is that the functions are not impaired. However, small shards of glass crumble around the hole, and I notice that the display is very sharp-edged at this corner.
Damage report
So I contacted the Google support directly from my pixel. After a short phone call they sent me a link to the website Pixel reparieren lassen, where I opened the repair order. After entering the IMEI and selecting my pixel model and the damage, I immediately received a fixed price for the repair of the display as such. The repair, which is expensive, but with a price of € 229.00 net, or € 281.67 gross, is within the usual range of a diplay repair for high-end devices, I could order there directly at the mentioned price. I created the order with the option that Google sends me a box for secure shipping free of charge. This way damages that occur during transport to the repair partner are insured by Google. The said box should have reached me by December 19th.
The whole order was - incl. phone call - done within a few minutes. Also the naming of a fixed price, without hidden costs, which could develop, if the production of the cost estimate were left to the repair service provider, is very good. I also welcome the fact that I have concluded my order, and thus the contract for the repair, directly with Google DE, and do not have to do this individually with the repair partner. This means that Google DE assumes responsibility for ensuring that the selected partner carries out the repair according to their terms and conditions. The repair duration was given to me with 10 - 12 days, starting from arrival of the device at the repair service provider. The sending in takes place via UPS Express. Google has already sent me a corresponding shipping label by mail, as well as the invoice for the repair.
The concerns
Unfortunately there is a further grain of salt ... The official repair partner of Google DE is the company CTDI from Poland, which has a bad reputation in the industry. With the Smartphone of my wife, I had big problems here in the past. I had to send in her HTC three times until the repair was completed professionally. I hope that everything will go smoothly and that I will get the Pixel 4 XL back in working order.
I will keep you up to date with all the latest news here, so that as many people as possible can benefit from my experience, and to make any problems that occur transparent.
Further repair procedure
Update 1: December 18th, 2019 - Packaging for the return shipment has been sent to me. Arrived at my place: December 20th, 2019 one day late.
Update 2: December 21st, 2019 - RMA package delivered to UPS Access Point. Arrived in Poland: December 24th, 2019.
Update 3: December 27th, 2019 - Device has been checked. Additional defects were identified. Google refuses partial repair. New repair costs € 279.00 plus VAT.
Update 4: January 3rd, 2020 - Device has been repaired and dispatched by Google. Arrival at Germany: January 6th, 2020.
Update 5: January 6th, 2020 - All in all I give it a good grade. The result is only diminished by the unavailable partial repair and the somewhat long runtime during the holidays around Christmas and New Year.
Quality of repairs
The Pixel 4 XL was delivered yesterday and I picked it up at my UPS Access Point to set it up and test it thoroughly in the evening. Carry it with me again today and I must say that the result is extremely positive. No differences in the gap dimensions can be detected on the device and everything works smoothly.
Summary
Pros
Google gives the net repair time very precisely. The 10 - 12 days, minus the holidays due to the unfortunate time of the defect, were fully adhered to.
Google proactively informs about the status at regular intervals, such as the delays due to the Christmas and New Year holidays. The online repair status informs about all steps of the process almost in real time.
The repair process can be initiated very quickly and self-explanatory by me as a customer. A phone call lasting about 60 seconds and the subsequent repair request via a sent website link was extremely uncomplicated.
Cons
Google refuses partial repairs on its devices. The consequence is that I - besides the cracked display - had to pay extra for the frame (contained a small scratch) and therefore also for the, actually intact, USB-C port.
XDA:Thread Information
[Repair experience] Pixel 4 XL - Display cracked
Created: 2019-10-29
Last Updated: 2020-01-06
Update 1 - Waiting for the repair set
The corresponding packaging material was sent out yesterday, December 18th, 2019. It should arrive today or tomorrow. Since I have not received a tracking for the packaging, I am unfortunately unable to tell you where it is currently located.
OK contrary to Google's statement that the packaging should be with me within 48 hours, it arrived on September 20th, late afternoon, making it 72 hours. I had ordered it on December 18th, at about 09.30 am. I suspect that this is due to the parcels arriving before Christmas, because they arrived by DHL - who are always overworked before Christmas..
Update 2 - sending in the pixel 4XL
The corresponding packaging material was delivered on 20 December. I must say that I am not very enthusiastic about it, as it was just a very thin white box padded with some felt. I had imagined something better underneath...
But now to the further course of the return to the repair service provider:
Friday, December 20th: Pixel 4 XL packed in a repair kit.
Saturday, December 21st: at 10:53 a.m. the packed Pixel 4 XL was delivered by me to the nearest UPS Access Point in my town.
Monday, December 23rd: at 11:27 p.m. the package processed at the transfer point in my region, and is now ready for transport.
Tuesday, December 24th:
at 04:30 a.m. the package leaves my region
at 07:08 a.m. the package reaches Warsaw (PL), where it has received the import scan
at 11:32 a.m. arrival at the repair service provider (CTDI).
Duration thus far:
Net: 4 days (as the 10-12 days count from delivery at the UPS Access Point)
Gross: 7 days (plus 3 days shipping time for the repair set)
Update 3 - Device test of the Pixel 4XL
The Pixel 4 XL was checked by the service provider on December 27th. The following additional defects were allegedly found:
a slight defect (scratch) on the frame, and
a defect of the USB-C port.
Even if the scratch on the frame - it was caused by the fall - exists, it is only visible on closer inspection and should therefore not be repaired. I also have used the USB port for a whole week (i.e. until the pixel was sent in) after the fall to charge my pixel without being able to detect a defect. Therefore I cannot believe this second additional diagnosis in any way.
A telephone call with Google Support revealed: As a matter of principle, they would not carry out any partial repairs, even if this is what I as a customer would like. I would therefore have the possibility:
to extend the contract accordingly, or
to get my device back unrepaired
The new repair costs now amount to € 273.00 net, or € 335.79 gross.
In the end, after a long, discussion-packed phone call with the service consultant on the Google Support Hotline, I confirmed the order extension yesterday noon at 12:21 pm. I just want to get my 4 XL back.
What gets me upset is the following: Why the hell does Google imagine they can simply decide on the extent of the repair! This is outrageous. I will report this - after successful completion of the repair - in any case also to the German consumer protection, since such conduct is prohibited in this country. And now, the Google repair tracking, on top of everything else, it's informing me about a "delay in the repair", without explaining the reason for this. Just telling that they'll keep me posted ....
Duration thus far:
Net: 6 days (as the 10-12 days count from delivery to the UPS Access Point)
Gross: 10 days (plus 3 days shipping time for the repair set, and the Christmas holidays in Germany)
Update 4 - Pixel 4XL repair time and return
The Pixel 4 XL was finished today and sent back to me on the return journey. At 13:50 it would be announced UPS.
But now to the further process of returning it to the repair service provider:
Friday, January 3rd:
1:50 pm the device would be packed and the shipping label would be generated
4:20 pm the package has received the UPS pickup scan.
5:27 pm the package has received the origin and export scan
9:01 pm the package has left Warsaw (PL).
Saturday, January 4th: 4:34 am the package received the arrival scan in my region.
Monday, January 6th:
10:24 am the package was delivered to the UPS Access Point at my residence.
6:00 pm pick up by me.
The delivery to me is done by UPS Express Saver, which, compared to UPS Express (to save costs/supplements for Saturday delivery), delivers only on working days. As the delivery is scheduled for Monday (until the end of the working day) according to the tracking system, I had the package redirected to a UPS Access Point in my town to be able to pick it up after work.
Duration until Monday 06.01.2020:
Net: 16 days (as the 10-12 days count from the time of delivery to the UPS Access Point)
Gross: 20 days (plus 3 days shipping time for the repair set, and the Christmas holidays)
Duration until Monday 06.01.2020 - less public holidays:
Net: 12 days (as the 10-12 days count from the time of delivery to the UPS Access Point)
Gross: 16 days (plus 3 days shipping time for the repair set, and the Christmas holidays)
Excluding the Christmas holidays and New Year, and taking into account that Christmas Eve and New Year's Eve are only half working days, the 12 days promised by Google are indeed coming true.
I will give a last update as soon as I have inspected the device in peace at the beginning of next week, and have a picture of the quality of the work. Always in the hope that there will be no reason for complaints.
Update 5 - Pixel 4XL quality of repairs
The Pixel 4 XL was delivered yesterday and I picked it up at my UPS Access Point to set it up and test it thoroughly in the evening. Carry it with me again today and I must say that the result is extremely positive. No differences in the gap dimensions can be detected on the device and everything works smoothly.
As a little treat, the device came back in a nice package including a new SIM eject tool and display cleaning cloth. That's certainly a very nice service, in order to clean the glass surfaces once the applied protective foils have been created.
All in all I give it a good grade. The result is only diminished by the unavailable partial repair and the somewhat long runtime during the holidays around Christmas and New Year.
When you buy phones in your country, are you able to buy insurance for it? I bought mine here in the states from b&h photo and purchased insurance from square trade. I think it cost me $90 for 24 months and has a $75 deductible. But you can take it to local places and have them make the repairs, or mail it in for repair.
Either way, it's terrible the run-around they are giving you. But even still, don't you have local places that repair phones?
Yeah sure you can.
And most insurance companies that repair a display damage without excess cost € 13.99 gross per month and run for two years. So the question arises whether you want to pay € 355.76 gross over two years, or once (if it happens at all) € 335.79 gross in case of an accident.
Sent from my HTC U12+ using XDA Labs
Okay, things are getting a little weird now. TODAY (at 12:30 pm) I get a mail from Google stating that the repair is delayed. So they send me a mail which is only a confirmation/copy of the information from 4 days ago. This is absolutely wrong, especially since the mail does not give any reason for the delay.
So I chatted with the Google Support. Unfortunately they couldn't find a cause in the system. So let's hope that the device - despite the holidays - can be repaired by Friday and that it is only due to the holidays. If it should be due to supply shortages of spare parts, this would be more than unfortunate.
Just wanted to chime in that I've been following this thread with interest. In my case, I'm awaiting an advance replacement for my device but it's taking Google over 10 days just to deliver it to me (this despite the fact that they were able to overnight the device to me when I ordered a new one). I don't have much experience with Google's support so all of this is good learning. I also contemplated buying their Preferred Care but the service fees of $199 CAD combined with $199 CAD fee for the plan is absolutely nuts. Anyway, I'll keep watching this. Hopefully things work out well for you.
dhorgas said:
Just wanted to chime in that I've been following this thread with interest. In my case, I'm awaiting an advance replacement for my device but it's taking Google over 10 days just to deliver it to me (this despite the fact that they were able to overnight the device to me when I ordered a new one). I don't have much experience with Google's support so all of this is good learning. I also contemplated buying their Preferred Care but the service fees of $199 CAD combined with $199 CAD fee for the plan is absolutely nuts. Anyway, I'll keep watching this. Hopefully things work out well for you.
Click to expand...
Click to collapse
Hola
A few questions and comments if you don't mind:
1. Whereabouts in Canada are you?
2. Why did you have to go through an advanced replacement order? Broken phone?
3. It is typical for these OEMs, to not have too many devices for advanced replacements after the first few months simply due to them waiting on undamaged returns to fill their RMA inventory.
Please continue to let us know how your return is handled. Thanks.
Good to have a few more users chimin' in on this one. Updated post number #5 with further details on repair time and return of the device to me.
QAM said:
Hola
A few questions and comments if you don't mind:
1. Whereabouts in Canada are you?
2. Why did you have to go through an advanced replacement order? Broken phone?
3. It is typical for these OEMs, to not have too many devices for advanced replacements after the first few months simply due to them waiting on undamaged returns to fill their RMA inventory.
Please continue to let us know how your return is handled. Thanks.
Click to expand...
Click to collapse
1. West coast.
2. Issues with the screen mainly. In addition to the green tint (which is standard on the Pixel 4 XL, and perhaps the smaller Pixel 4 as well), my device display has large blotches of red on it.
3. Advance replacements for new devices that are within the refund period, are not filled out of RMA inventory. They're replaced with retail devices. (Google provides a special link to purchase a new device out of sequence with the rest of the orders.)
So far, the update is that the replacement device arrived however UPS failed to deliver it (it did not even attempt). This resulted in additional wait, so now I am likely to either get the replacement in-hand on Monday evening or Tuesday sometime. I will have to start a refund process for my original device however because if I do not, the refund window will lapse and I would be stuck with the device even if I am not satisfied with the replacement. This is all due to extremely slow shipping of the replacement device (in shipment since Dec. 26th). Overall, my impression so far is pretty poor. The process is very disorganized and creates anxiety for the customer.
dhorgas said:
I will have to start a refund process for my original device however because if I do not, the refund window will lapse and I would be stuck with the device even if I am not satisfied with the replacement. This is all due to extremely slow shipping of the replacement device (in shipment since Dec. 26th). Overall, my impression so far is pretty poor. The process is very disorganized and creates anxiety for the customer.
Click to expand...
Click to collapse
The problem with advanced replacement is that this process - like the RMA process - is not performed by the sales team. Such processes are always subject to after sales, in which - no matter which manufacturer - only a fraction of the costs are invested, which are spent on the sales area. Aftersales does not bring any money to a company and will only incur costs, which is why material and personnel costs are kept as close to zero as possible. Few costs mean few personnel, few personnel means long runtimes and usually also poorly optimized processes.
In most cases even the complete after-sales processes are subject to outsourcing, only to appear as material costs in the balance sheet. Subcontractors find it much more difficult to integrate themselves into the customer's supply chain in order to be able to accelerate the processes on their own.
Sent from my HTC U12+ using XDA Labs
Updated post #6 with the overall quality of repairs.
Hi I’ve had my zenfone 6 about a week now and the camera hinge has gone lose in the top left corner so even when closed it makes a buzzing noise if speakers turned up or you get vibration from texting currently tried to rma to have it repaired but ASU’s say they want it for an indefinite amount of time and the ASU’s store (ran by laptop outlet) had no interest in helping just sent a return for refund request anyone else had this or got it sorted I have tried to collaborate the camera with no fix
Terrible reply from Asus here for years I've brought there computer parts after this no chance guess I'll have to get PayPal to set up a return lovely device not with any real support
Dear Customer,
Thank you for contacting ASUS Support.
We apologize for any inconvenience caused.
My name is Nelvi and it would be my pleasure to help you the best way I can.
I have received an answer from level 2.
The repair will be conducted in normal time and it will fix the issue if you do wish to book the device you can do so via this link.
* Please note that service for out of warranty items & items that have customer induced damage is charged with a minimum of £45 for transport & logistics and the repair will be on top of that.
Please see below the link to the RMA application form for service request:
https://rma.asus-europe.eu/uk
As soon as your application is submitted, it will be queued in for review, following this, you shall have an email confirmation with RMA reference number. The RMA number is unique and can be used as a reference to check on your repair’s status. The RMA check service is also available online and you can do so by accessing the link below.
https://www.asus.com/uk/support/Repair-Status-Inquiry/?country=United Kingdom
Once you have your RMA number, collection will be booked with DPD and they would contact you via email/message or phone to confirm when your item is going to be picked up. Collections usually happen within 3 working days of receiving the email confirmation.
Once the item is collected, the carrier shall deliver it to a designated service center and the repair process will start.
Last but not least, please make sure to read the Terms and Conditions prior to submitting your online RMA application form.
In case you want to change your pickup/return date or address please contact us again, so we can assist you on the matter.
If you need any further assistance, please do not hesitate to contact us.
Kind Regards,
Nelvi_S
Asus Customer Service
Asus Technical Support Site: http://support.asus.com
Outside of a retailer accepting a unit for exchange / return, this is pretty common process for returns. They're not usually expedited even for newer devices