At the end of 2013, Google introduced the Nexus 5 and with the greatest happiness of us Italians opened the Store Play Device in our country (a few days before). An important resource although to date there are only two mobile products purchased: 5 Nexus and Nexus 7, 2013. While waiting for the Google store can be filled up with new devices in Italy, today we want to tell our experience with the official Google support.
- 12/20/2013 | Call service for a problem to Google Nexus 5. After a few minutes of waiting we exposed the problem to the operator who asked us to document the defect by sending photos or video in response to an email we would have sent a little later. | During the call are asked IMEI Mail and Gmail uses when purchasing.
Accomplice maybe Christmas, it’s been a few days without having received the email.
- 12/27/2013 | contacted the customer service that within 30 minutes he sent the mail in order to document the defect.
Hello,
thank you for contacting Google support. I’m Mark Agent with whom you spoke on the phone and I’ll take care of your case. With regard to our phone call I would ask you kindly send me some photos of the device in general, front and back, and then specifically, some photos and / or videos (including a link to a video uploaded to YouTube with your account) of the defect described. In addition, I would also ask you to show your phone IMEI number by pressing * # 06 # (star hash 06 hash).
forward to your reply.
- 01/02/2014 | We send the email with the requested material (therefore difficult to see a problem with photos) – Accomplices holidays the mail has been sent delay.
- 01/03/2014 | Google sends us an e-mail with a link to maturity (24 hours) for the replacement of the Nexus 5.
Hello,
thanks for providing the information requested by my colleague. I my name is Clare and I’ll take care of your case today. Follow the instructions below to order a replacement and return the device:
- Step 1: Sort the replacement device. To order the replacement device click on the link below within 24 hours of receipt of this email. The link to the previous replacement will expire in 24 hours. You will not be charged the replacement device but your credit card will be authorized for the full price of the device. Be sure to log in with the same email account used for the original purchase of the device. You will need to order the replacement device from the computer (not from a phone or a tablet).
- Step 2: packing device. Print the RMA and prepaid shipping label attached. Put in a pack all packaging materials and accessories of the original article, along with printed RMA form. Make sure to keep the device’s SIM card, if present. SIM cards returned with the device will be destroyed. You can re-use the parcel was delivered to you or your device to the replacement device. Make sure that all components are protected, they will not move or cover and remove any old shipping labels attached to the package. Seal the package and stick the shipping label on the outside.
- Step 3: Send the package. Returns the package at any UPS office or authorized UPS shipping center in your area.
- notes.
- Return the device using the RMA number attached within five days after receiving the replacement. Once we have received you returned the device, the authorization will be issued.
- device and all accessories must be returned as new.
- You must be careful when returning the device.
- In case of damage or missing parts you may be charged the applicable fees.
- Google reserves the right to reduce the value of the refund based on the amount of the promotional credit if possible.
The procedure basically involves the purchase of another terminal to the sale price of the Play Store so that Google can send you a new phone while they retire to the one with the problem (it is then repaired ours but replaced in its entirety).
In
while Google sends an email to the withdrawal of the model with a faulty module to be inserted inside the box with IMEI and photos of the device in question. Also in the mail is also present in the form to be submitted to the courier to collect the parcel or take to a UPS shipping center, of course prepaid by Google.
- 07/01/2014 | Here comes the Nexus 5 new Google bought through the procedure (and of course we still have the faulty model)
Since the arrival of the new model you have 5 days to send back the defective Nexus 5.
- 01/08/2014 | The courier goes to pick up the Nexus 5 bad
- 10/01/2014 | There are credited back the money spent in the initial phase of acquisition in the new Nexus 5.
Ultimately, considering our timing in response to the email with the photos, and considering the Epiphany, on January 2, the day of sending the material via e-mail, January 7th we got home the new Nexus 5 completely replaced.
This is our experience: you have had more answers?
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