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Posted

I, like many others, was really excited and enticed by Google's Nexus 4 Android phone. Finally a decent no-contract smartphone that was affordable!

After defeating the Google Play Store boss on November 27th, I was thrilled when my Nexus 4 shipped a whole week early! Sadly, the device didn't last 8 hours of on time before it decided it had enough of this world and bricked itself while on the charger.

I called Google Play Support and they were sympathetic. They promised that a replacement Nexus 4 would be shipped ASAP and that I should receive it in a few days. At most they said by the end of the week. Their email even specified "less than a week" shipping in it.

That week came and passed and I received no shipping information. I called Google Play Support yesterday evening to ask what the status was.

The first guy I spoke to assured me that actually the problem was with UPS. Apparently my replacement Nexus 4 was in a shipping container just waiting for UPS to come pick it up. I was thrilled and told him I was so excited to receive shipping information tomorrow. He couldn't guarantee that it would be shipped tomorrow, but within the next few days. Surely if it is boxed and ready to go, then scheduling UPS to come pick the box up shouldn't be a problem. Let me Google that for you, I explained. Sure enough, "schedule a pickup" would be a cinche! Let me talk to your supervisor.

Supervisor: No that isn't quite accurate and actually we are completely out of Nexus 4's and it could take weeks! No, can't compensate you for your time other than apologize and ask that you be patient. Can I talk to YOUR supervisor, I asked politely. No, my supervisor is an executive and doesn't take phone calls. Followed by a "Have a good day sir" and a *click*.

Today I receive an email from Google Play Store which spells it out further:
[quote]

Hello -x-snip-x-,
Thank you for contacting us.
We recently have been updated, the replacement devices have been put on a backorder and will be shipped with in 3- 5 weeks. If you any other questions please feel free to reply back to this email.
Thanks,

Josh[/quote]

Who knows? Maybe there will be a Christmas Miracle and I will receive a replacement Nexus 4 before the end of this week.

Meanwhile, Google Play Store has over $700 in charges and holds on my CC and I have nothing on my end. They won't even compensate me for my time. I mean, come on, is $20 in Google Play Store credits really a lot from Google?

Oh well. Lessened learned about the poor quality service that we can now expect from Google.

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Posted

That's unfortunate.

I personally don't see how it's Googles fault. I understand that it's inconvenient, and that there was poor service on the phone. However, it is your choice to take the time to call and spend time on the phone with them. I don't see why they should compensate you for YOUR Time that YOU chose to spend on the phone.

Why they should give you anything, I am unsure. They didn't brick your phone, they didn't purposely run out of stock. I agree they should have been more forthcoming about the status from the get go, and they should have had some back-stock as it was clear the product was going to be a hot-seller.

That's just how I see it though.
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Posted

It may not be Google's fault, but it is definitely their problem. They put their name on it. Its their support that are taking phone calls, not LG.

There were folks who ordered their Nexus 4s early last week after I had requested a replacement, and they already received their orders. Multiple accounts of people who were some of the first to order on Nov 27th, received 1-2 week shipping time frames, and are still waiting for their orders to ship. My shipping was estimated 2-3 weeks, and it shipped a week early. They have some serious out-of-order problems going on over there.

But anyway, I'm just sharing what my experience has been with Google and Android so far. I expect a lot of Google apologist in this thread defending them...so..whatever.

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[quote name='firey' timestamp='1355777308' post='595399112']
However, it is your choice to take the time to call and spend time on the phone with them. I don't see why they should compensate you for YOUR Time that YOU chose to spend on the phone.
[/quote]

Why is it unreasonable to you for me to call them to see what is going on with my replacement order? I only called after the date they specified I would receive shipping tracking on.

There were reports in November about some folks being refunded the full amount of the Nexus 4 and basically given the device for free over small RMA issues. Clearly now that was a publicity stunt. A small compensation for holding onto your customers money while they wait for a product is not too much to ask and not out of the ordinary for any respectable tech company. Google doesn't seem to fall into the 'respectable' category, it would seem...

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Posted

I agree it's their problem, I wasn't defending them or apoligizing for them, they are a big company they can take care of themselves. I would be upset too, I just would know that they don't owe me anything outside of the replacement phone (they didn't take money and run). I have read about that (the shipping issues) and yea it isn't right.

I don't think it's unreasonable for you to call, as it IS your product. However it's your choice to make that phone call and I don't see why you should be given anything for that. I don't know of any company that gives out "freebies" while you wait for something.

I've ordered multiple products online and waited a month for some to arrive. I didn't get anything for it. They aren't "holding your money" you paid them for your product. They sent it, it broke, you sent it back so they are sending a new one. You really paid for the first one, they are giving you the second one as the first one broke quite rapidly.

And if this is your experience with Android, that sucks.. hopefully it picks up. I would take an Android phone over any other mobile OS any day of the week.

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Posted

So you have at home the old Nexus 4 which is dead and they are sending you a new one? No charge and no asking for the old one back? Or am i missing something?

And isnt there any way to actually un-brick the phone?

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I just can't wait to get my hands on mine.. Still waiting and have been given 15th of Jan as an estimate.. Hope it comes sooner though!

Sorry about your bad experience, hope mine doesn't brick.. maybe it was something to do with the image they pulled.. Who knows.

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[quote name='V-Tech' timestamp='1355778277' post='595399168']
So you have at home the old Nexus 4 which is dead and they are sending you a new one? No charge and no asking for the old one back? Or am i missing something?

And isnt there any way to actually un-brick the phone?
[/quote]

Nah, I sent them back the bricked phone. Its no good to me at this point, lol... but I may have tried harder to unbrick it if I had known the delay to receive a replacement would be like this.

They currently have a $350 hold on my CC. According to their email that hold should disappear 8-10 days after they receive my defective Nexus 4 and confirm that it is an "under warranty" problem. I'm not sure what will happen if they decide for some reason not to honor their warranty. I'm not going to worry about that until Friday which is when their 10 days are up (they received the defective Nexus 4 last Wednesday).

[quote name='firey' timestamp='1355778204' post='595399164']
I've ordered multiple products online and waited a month for some to arrive. I didn't get anything for it. They aren't "holding your money" you paid them for your product. They sent it, it broke, you sent it back so they are sending a new one. You really paid for the first one, they are giving you the second one as the first one broke quite rapidly.
[/quote]

I think they could have at least waited to put the $350 hold on my CC when the replacement Nexus 4 actually shipped. Its kind of a tight squeeze but hopefully that will be removed by the end of the week. I'm getting use to broken promises from Google, so nothing would surprise me either way.

But yes, they are "holding my money" because their policy is to hold an additional $350 until they determine that the defective Nexus 4 I sent back to them was their fault and not mine. Basically, they don't trust their customers and err on the side of caution. I understand there are scammers out there, doesn't change the fact that I don't like being treated like one.

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[quote name='Shadrack' timestamp='1355778678' post='595399180']
Nah, I sent them back the bricked phone. Its no good to me at this point, lol... but I may have tried harder to unbrick it if I had known the delay to receive a replacement would be like this.

They currently have a $350 hold on my CC. According to their email that hold should disappear 8-10 days after they receive my defective Nexus 4 and confirm that it is an "under warranty" problem. I'm not sure what will happen if they decide for some reason not to honor their warranty. I'm not going to worry about that until Friday which is when their 10 days are up (they received the defective Nexus 4 last Wednesday).
[/quote]

O.k, did you try to unbrick and is it even possible to unbrick this device if such thing happens?
I'm waiting for my device to arrive, the ETA is tomorrow :)

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[quote name='ashpowell' timestamp='1355778320' post='595399172']
I just can't wait to get my hands on mine.. Still waiting and have been given 15th of Jan as an estimate.. Hope it comes sooner though!

Sorry about your bad experience, hope mine doesn't brick.. maybe it was something to do with the image they pulled.. Who knows.
[/quote]

Yes, I read about them pulling the image off of the developer site. I wonder what that was about. Speculators thought it had something to do with LTE or something (I have no idea).

At least the Dan Cabley has come out and said something about what is going on in the UK. Google has been pretty silent on this whole thing here in the US.

[quote name='V-Tech' timestamp='1355778841' post='595399192']
O.k, did you try to unbrick and is it even possible to unbrick this device if such thing happens?
I'm waiting for my device to arrive, the ETA is tomorrow :)
[/quote]

Chances are yours will be fine. Most are fine. I doubt the defect is as wide spread as, say, the XBox 360 RRoD problem.

I'm not sure what would be possible. Mine got stuck at the "Google" boot screen and wouldn't move pass that. My wife has an EVO 4G and she recommended removing the battery as that is what she has to do sometimes in those situations. Not possible with the N4 though :(.

Others suggested downloading the Nexus 4 Tools and reflashing the device, but given the fact that I had JUST received the phone I definitely didn't want to do anything that could have affected my Warranty.

Its ok. I can wait. I really don't want any other phone on the market. I considered cancelling and asking for a refund on principle, but there isn't another phone I want right now so it looks like my only option is to wait it out.

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[quote name='Shadrack' timestamp='1355779252' post='595399198']
Chances are yours will be fine. Most are fine. I doubt the defect is as wide spread as, say, the XBox 360 RRoD problem.

I'm not sure what would be possible. Mine got stuck at the "Google" boot screen and wouldn't move pass that. My wife has an EVO 4G and she recommended removing the battery as that is what she has to do sometimes in those situations. Not possible with the N4 though :(.

Others suggested downloading the Nexus 4 Tools and reflashing the device, but given the fact that I had JUST received the phone I definitely didn't want to do anything that could have affected my Warranty.

Its ok. I can wait. I really don't want any other phone on the market. I considered cancelling and asking for a refund on principle, but there isn't another phone I want right now so it looks like my only option is to wait it out.
[/quote]

I'm just thinking out loud here but instead of removing the battery could you just let the battery drain and then plug it again and see what happens?

And regarding reflashing the phone i think you can later just factory restore it and no one can know.

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[quote name='V-Tech' timestamp='1355779497' post='595399224']
I'm just thinking out loud here but instead of removing the battery could you just let the battery drain and then plug it again and see what happens?

And regarding reflashing the phone i think you can later just factory restore it and no one can know.
[/quote]

It wasn't even booting into Recover Mode. I could get to the boot loader, and select from the various boot options. But the two boot options resulted the same: "Google" on the screen w/o any response even after leaving it there for 30 mins. Ah well, its in the past now.

I've heard that its not good to let an Lithium Ion battery drain completely. There is suppose to be a safety mechanism built into the battery that prevents discharge past 2% or w/e. A completely drained (0%) lithium ion battery could become permanently damaged and unable to hold a charge. If ever you store a lithium ion battery, or a device that has one it is recommended to keep about a 60-80% charge on it.

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[quote name='Shadrack' timestamp='1355780117' post='595399244']
It wasn't even booting into Recover Mode. I could get to the boot loader, and select from the various boot options. But the two boot options resulted the same: "Google" on the screen w/o any response even after leaving it there for 30 mins. Ah well, its in the past now.

I've heard that its not good to let an Lithium Ion battery drain completely. There is suppose to be a safety mechanism built into the battery that prevents discharge past 2% or w/e. A completely drained (0%) lithium ion battery could become permanently damaged and unable to hold a charge. If ever you store a lithium ion battery, or a device that has one it is recommended to keep about a 60-80% charge on it.
[/quote]

Interesting... I didnt know that...

O.k, thanks for the info.

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[quote name='firey' timestamp='1355778204' post='595399164']
I don't think it's unreasonable for you to call, as it IS your product. However it's your choice to make that phone call and I don't see why you should be given anything for that. I don't know of any company that gives out "freebies" while you wait for something.
[/quote]

Idk. I think it would be a really good sign that they care about their customers if they gave something for the time and trouble. Perhaps a free orb charger (because I think everyone has given up on that ever coming out)? In the end their support lied to me twice. First they assured me that my order would be shipped last week, and it was not. And then they lied to me and said my box was ready to go and it was UPS fault for not picking it up.

They can offer me lies, but no compensation.

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[quote name='V-Tech' timestamp='1355779497' post='595399224']
I'm just thinking out loud here but instead of removing the battery could you just let the battery drain and then plug it again and see what happens?

And regarding reflashing the phone i think you can later just factory restore it and no one can know.
[/quote]

Holding the power button does a reset. So no ..

That trick only worked on my father's iPhone 4

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Posted

I feel for you, I do, but this is part of what happens when you buy a phone that's sold out. You said it yourself. You "defeated the play store boss". You and I don't have a clue how they have things set up. They could be shipping new phones directly from a factory, they could be shipping replacements from an office, perhaps they are out of replacements, even if people are getting new phones, that doesn't mean that's the process you have to go through to get a replacement and so it's not as simple as saying "well someone else got their phone already!". Sure, it makes it a little worse that they told you it would be shipped already, but again, you're talking about a phone that's sold out because the demand is so high. That's part of being an early adopter. If you need a replacement, it might not come as fast as you'd like. Why do you seem to think you're so entitled to get something free out of this? I can't see this as much more than a decision you made and there might be a few consequences that come with it. Next time wait until a phone is out and stock is abundant before purchasing and you probably won't have the issue. Like I said, I definitely feel for you, but that's just kinda how it goes when you are an early adopter.

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They indicated that they are out of replacements. They said they set aside a number of replacements that should have statistically covered the replacement units that they had expected but that number was underestimated.

If their system was setup proper, they would have shipped mine prior to orders specified as 3-5 weeks last week. But I'm not only an early adopter of Nexus 4. I'm also apparently a beta tester for Google's whole device buying through the Google Play Store experience.

Like I said, I'm planning to just wait for my phone to arrive and hope their estimate (like the original shipping estimate) is being super conservative.

Am I entitled to compensation? Certainly not. But if Google smooths things over with me, I may consider buying their next device. As of now and how they've treated (especially with the lying to me about it being packaged and they are just waiting for UPS) I will probably never buy hardware from them again.

I've been an "early adopter" many times on Apple products and nothing near this much hassle. In fact the iPhone 4 I'm using now was an "early adopter" device and it is still working strong and the battery life is amazing even after 2 years.

But Apple is working on 30 years of experience. Any iPhone 5 user that has an issue would be in and out of an Apple Store with a replacement that day. You get what you pay for...you certainly get what it is you pay for.

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Posted

This problem happens to all modern phones, has to do with a battery thing being broken :-P
Exact same thing happened to me and a friend before so it's not just the nexus 4 you're just very unlucky lol
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It does seem to be a battery problem but I wouldn't touch an LG phone with a 10 foot pole. I've had nothing but problems with their phones.
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[quote name='Growled' timestamp='1355783984' post='595399400']
It does seem to be a battery problem but I wouldn't touch an LG phone with a 10 foot pole. I've had nothing but problems with their phones.
[/quote]

I thought my very first cell phone which was a flip LG feature phone was a pretty solid device :D. I was excited that after all these years I was going to return to them. Hehe... oh well, now I know.

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My LG phone has been awful. File for a return as soon as you receive the replacement. i have an LG G2x and it's a lot of trouble.

Otherwise, XDA has a thread titled: [Official] Play Store orders & shipping thread!

HTH - RETURN IT
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[quote name='Fulcrum' timestamp='1355785061' post='595399462']
My LG phone has been awful. File for a return as soon as you receive the replacement. i have an LG G2x and it's a lot of trouble.

Otherwise, XDA has a thread titled: [Official] Play Store orders & shipping thread!

HTH - RETURN IT
[/quote]

Damn. That is disheartening :(. Thanks for the honesty though. I think I'm going to hold out and see what I think about the quality of the replacement. At least some folks are saying they haven't had any problems with theirs. I'm hoping there is just an over-vocal minority of users who had problems (like me) who are blowing the problems out of proportion.

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Just call them and ask them to refund you as opposed to sending out a new phone. You'll either a) get your money back and can go buy a new phone or b) get your replacement a whole lot quicker ;)
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Thanks for the advice. I've thought about doing just that, but I'm worried I'm going to be charged a 15% restocking fee if I do. If I was dealing with any other company but Google, I wouldn't be worried about that 15% restocking fee at all. I know that I would be able to call them up, and they would see that it was perfectly reasonable to not charge me the 15% restocking fee given the hassle of it all.

I don't think that would be the case. I may call and ask them on Friday if they will charge a restocking fee...I'm still thinking about it. Their support staff left me with the impression that (1) they will say whatever they need to to get you off of the phone, even if untruthful or misleading (2) the supervisors have no real authority over the process at all. They are just supervisors for whoever they are supervising and can't go beyond the bounds of first tier support.

Their computer system will probably just add the 15% restock fee when they initiate a refund, they will say that they have no way to refund it, and that they apologize but if I review the information on the warranty card that came with my Nexus 4 I would know that already (essentially what they keep telling me).

I report this all back with a very heavy heart. If someone would have told me they had this kind of experience with Google a few months ago I would not have believed them...

But alas, I really liked the phone while it worked. I still think it is the phone I want. I don't have another phone in mind to get...I don't have a lot of money to spend and won't go on a 2-year contract plan postpaid network to get a discount on a phone. If the replacement phone comes in and turns out to suck, I'll refund it and just stick with my iPhone 4 for a few more months and see what hardware comes out. I wish smartphones weren't so stupid expensive in general. To me it seems like they are artificially set really high when compared to even 3G/LTE Tablets. Why is that?

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Posted

I think you're taking it pretty well. Sure, I'd be a little annoyed by the phone malfunctioning so soon, but I can't stand getting told one thing by CS rep only to be told something a lot different on a follow-up call (unless it's a positive change). I know it's not always their fault - in some cases they probably don't have any more information than the general public - but you feel helpless when you need information you can't even trust what they're telling you.

I also would be frustrated with the $350 hold on the CC after already paying for the phone. That part doesn't even make sense to me. They've already charged you for the phone, but now that you need to return it they put a hold on an [i]additional[/i] $350? I'd understand if they shipped the replacement right away without yet receiving the defective phone, but whatever... I hope your luck turns around soon.

In regards to smartphone prices, I think a lot of it has to do with subsidies from the carriers (at least in the US). Consumers don't really "feel" the true cost of the phone, so they just buy whatever phone they like for a huge discount and pay the rest as part of the phone bill without realizing it.
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People are talking bad about LG but my old phone which was a lg gw620(aka eve) android phone was very good and survived all the drops and even a dive :p

[quote name='dnast' timestamp='1355805965' post='595400100']
I also would be frustrated with the $350 hold on the CC after already paying for the phone. That part doesn't even make sense to me. They've already charged you for the phone, but now that you need to return it they put a hold on an [i]additional[/i] $350? I'd understand if they shipped the replacement right away without yet receiving the defective phone, but whatever... I hope your luck turns around soon.[/quote]
A company would be stupid if they didn't, it would be largely abused in no time and cost them a lot and so indirectly make their products more expensive...

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