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Thread: Official Support Information for Nexus 7

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    Senior Member Sceler's Avatar
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    Exclamation Official Support Information for Nexus 7

    I thought I'd throw the support basics up here for quick and easy reference. This information based on a conversation with Play Store Device Support on Sunday, July 15th, 2012.

    Return Policy
    You can refuse shipping if you don't want your Nexus 7 from the Play Store. Do NOT open the shipping carton if you want to do this.

    There is a 15 day buyer's remorse period in which you can return your N7 for a full refund (less a 15% restocking fee and shipping charges) if you are unsatisfied with it for any reason.

    Warranty
    For Play purchasers, the one-year limited ASUS warranty is serviced by Google. This means that you will not need to interact with ASUS for service or repairs. Google will act as an intermediary.

    If you purchased your N7 through a B&M retailer, that retailer is responsible for your warranty replacement.

    The warranty is fairly standard -- free repair/replacement any device that suffers from a manufacturer's defect or component failure in the first year. The warranty will not cover broken screens, water damage, or most other forms of physical damage.

    Service:
    For Play purchasers, Google will do an advance exchange for warranty replacement, sending you out a replacement N7 and having you ship back your broken one in the provided packaging.

    The way Play tells it, if you bought from a retailer, and they don't have N7s in stock to exchange for your warranty issue, you're out of luck until they do.

    Support Contact Information

    Phone: 1-855-83-NEXUS (1-855-836-3987)
    Use Option 1 for devices ordered through Play Store
    Use Option 2 for devices purchased elsewhere.
    Support is available 24 hours a day, 7 days a week.

    Web: Device Support Web Form. Protip: You are better off just calling.

    I will update with more support information as it becomes available.
    Last edited by Sceler; 07-15-2012 at 10:36 PM.
    Frederuco, fnmetal and NealJ777 like this.

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    Senior Member Sceler's Avatar
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    Updated 7/15/2012

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    Senior Member robdog2232's Avatar
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    Appreciate the info, hopefully I won't need it!
    Follow me on twitter @robdog2232

    Seriously looking forward to the upcoming Nexus lineup, even looking forward to some good rumors!

    Device History : OG Droid(rooted, liquid smooth rom), Droid RAZR(rooted, stock rom) , Nexus 7, Galaxy Nexus (rooted) (not very interesting, I know)

  4. #4
    Junior Member Tryg's Avatar
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    My unit has had phantom screen issues since I got it. I followed Sceler's helpful instructions for getting service and was extremely happy with the clear and friendly help I recieved. Since I purchased direct from Google, I did not need to tell them any serial numbers, etc. After guiding me through a factory reset as we talked, my unit continued to have the screen issues afterward. The support agent (Daniel L.) then authorized sending me a replacement unit and emailed the shipping label and RMA number and instructions to me. I couldn't have been more pleased with Google's service.

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