[jcsugrue]

I have been loyal to Google since the launch of the OG Droid. Between apps and devices, I've spent thousands in the play store. I bought a Nexus 7 and Galaxy Nexus on launch day, and bought another Galaxy Nexus a little over a week ago. I emailed Google a couple days before the Nexus 4 was announced, and asked if I could exchange my phone for the new phone. They responded, telling me to call them. This morning I called to inquire about the 32GB Nexus 7, the Nexus 4, and the Nexus 10. I told them that I would like all three, and they told me that they could order them. I asked if I could exchange my Galaxy Nexus, since it's pretty much brand new, hardly a finger print on it. They told me no.

Just a flat out no. To make matters worse, they were not aware that a new line of Nexus products had been launched. I asked, if there is a 15 day return policy, why I can not return a phone that I purchased within the last 15 days. He responded, with a rather rude tone, "We aren't a cell phone carrier. We don't offer upgrades on your old phone." Well no kidding. I switched to the Nexus to avoid being tied to a carrier. I explained again, that I would also like to order a Nexus 10 and Nexus 7, along with a Nexus 4. After going back and forth for a while, he went to ask a supervisor what he could do. They offered to take it back for a restocking fee. Normally, I would expect to pay a restocking fee for an open phone, but I practically had to pull teeth just to get that offered to me, so I decided to push it a bit and see if they valued me as a customer at all. I asked to speak with a supervisor.

The supervisor came to the phone, already annoyed, and pretended to be completely oblivious to why I asked to speak with him. "How can I help you today, sir?" As if the previous rep had not filled him in. So again, I went through the story. I simply asked the guy if he valued my business, and would be kind enough to waive the restocking fee if I were to order all three devices. Right off the bat, the supervisor starts off with slanted apologies "I'm sorry you feel that way" and "I'm sorry that is how you think that." I asked if I could speak with his supervisor, because he was talking down to me. He told me that he is the highest level of customer service that would come to the phone. I asked if there was somebody I could email, he told me no. We literally went back in forth for 40 minutes. I explained that Google is a $250 billion company, if they value a customer, they should make this small sacrifice. I explained to him my loyalty to the company, and the fact that I am "the guy" that all of my friends and family go to when they are buying a phone. I've literally handed Google hundreds of new customers. Again, his response was "I am sorry that you don't feel valued." I asked him "What can you do to make me feel valued?" I even offered to buy a Nexus 4 and keep my Galaxy Nexus, if he could give me some play store credit toward apps. Again, he refused to do anything at all. I tried a different approach this time, telling him that although I am not a fan of Apple products, I have owned them in the past and their customer service is top notch. They would do anything for their customers. His response again, "I am sorry that you feel our customer service is not doing that. You are welcome to go back to Apple." He seemed very frustrated and angry, raising his voice, talking over me, while I stayed calm and logical. Over and over, he would tell me "If there is nothing else I can help you with today, I'm going to end the call." He had NO interest in keeping me as a customer, even after I told him that I no longer wanted to buy any of the new products, he said "That is your choice, you can do that."

After nearly an hour of talking in circles with a company who had no interest in keeping me coming back, the supervisor said "I can forward your concern to a specialist who can contact you in 24-48 hours." I told him that I would rather not wait 24-48 hours for a call, I just wanted to get this resolved. He said "Oh, they won't be calling you, they'll email you. They will tell you the same thing I just did."

I've had a few bad customer service experiences in my day, but never have a dealt with such a bunch of clueless, uninformed, and hostile people, with no interest in the customer at all. I am just appalled. I love every Google product I have ever used, I praise it to anybody who would listen. Now I regret every word of it, seeing how much they really care about their customers. Over just a few dollars. I'm so disappointed.

[Gamer_Radar]

just return the pgone... and get the new one.. im returning my nexus 7 8gb and getting the bigger size...

but I did buy it from staples

Sent from my SAMSUNG-SGH-I747 using Android Central Forums

[Woosh]

I loved talked to Google support, maybe you got a wrong person or maybe you are expecting things that they simply cannot do. I don't know. But at least they are American, speak very clearly, and the few times I've called they were chatty about tech things and we went on about interests about Google and things. Sure the guy wasn't too helpful but its just the way their system is setup. They don't know much about anything and they have different ppl handle different things. It's the same with any company. Google just seems to have less ppl working there.

When I talked with the guy he said only 2 ppl manned the phones. The policy is a restocking fee, I have no doubt if you wanted to return it and take the restocking fee you could have. You are asking someone to go above and beyond for you as a "valued" customer and expect something more.

Idk why you would buy a GN last week when it was pretty clear for the last month or so that something was coming VERY soon.

[ragnarokx]

According to Google's website, you agreed to Google's terms when you bought your phone:

Restocking fees explained
A restocking fee of 15% may be deducted from refunds for items returned within 15 days of purchase and have not incurred material damage and are not missing components included in the original shipment. Please view refunds and returns for additional information. Note that shipping costs may not be refunded.

For units that have been damaged after delivery, you may be charged an additional restocking fee of either 25% or 50% of the original purchase price based on the severity of damage. If we receive a return which has been damaged beyond repair, we may return the item to you without issuing a refund.

It doesn't seem fair to get angry because they won't change their terms after the fact.

[OpenShare]

I have been loyal to Google since the launch of the OG Droid. Between apps and devices, I've spent thousands in the play store. I bought a Nexus 7 and Galaxy Nexus on launch day, and bought another Galaxy Nexus a little over a week ago. I emailed Google a couple days before the Nexus 4 was announced, and asked if I could exchange my phone for the new phone. They responded, telling me to call them. This morning I called to inquire about the 32GB Nexus 7, the Nexus 4, and the Nexus 10. I told them that I would like all three, and they told me that they could order them. I asked if I could exchange my Galaxy Nexus, since it's pretty much brand new, hardly a finger print on it. They told me no.

Just a flat out no. To make matters worse, they were not aware that a new line of Nexus products had been launched. I asked, if there is a 15 day return policy, why I can not return a phone that I purchased within the last 15 days. He responded, with a rather rude tone, "We aren't a cell phone carrier. We don't offer upgrades on your old phone." Well no kidding. I switched to the Nexus to avoid being tied to a carrier. I explained again, that I would also like to order a Nexus 10 and Nexus 7, along with a Nexus 4. After going back and forth for a while, he went to ask a supervisor what he could do. They offered to take it back for a restocking fee. Normally, I would expect to pay a restocking fee for an open phone, but I practically had to pull teeth just to get that offered to me, so I decided to push it a bit and see if they valued me as a customer at all. I asked to speak with a supervisor.

The supervisor came to the phone, already annoyed, and pretended to be completely oblivious to why I asked to speak with him. "How can I help you today, sir?" As if the previous rep had not filled him in. So again, I went through the story. I simply asked the guy if he valued my business, and would be kind enough to waive the restocking fee if I were to order all three devices. Right off the bat, the supervisor starts off with slanted apologies "I'm sorry you feel that way" and "I'm sorry that is how you think that." I asked if I could speak with his supervisor, because he was talking down to me. He told me that he is the highest level of customer service that would come to the phone. I asked if there was somebody I could email, he told me no. We literally went back in forth for 40 minutes. I explained that Google is a $250 billion company, if they value a customer, they should make this small sacrifice. I explained to him my loyalty to the company, and the fact that I am "the guy" that all of my friends and family go to when they are buying a phone. I've literally handed Google hundreds of new customers. Again, his response was "I am sorry that you don't feel valued." I asked him "What can you do to make me feel valued?" I even offered to buy a Nexus 4 and keep my Galaxy Nexus, if he could give me some play store credit toward apps. Again, he refused to do anything at all. I tried a different approach this time, telling him that although I am not a fan of Apple products, I have owned them in the past and their customer service is top notch. They would do anything for their customers. His response again, "I am sorry that you feel our customer service is not doing that. You are welcome to go back to Apple." He seemed very frustrated and angry, raising his voice, talking over me, while I stayed calm and logical. Over and over, he would tell me "If there is nothing else I can help you with today, I'm going to end the call." He had NO interest in keeping me as a customer, even after I told him that I no longer wanted to buy any of the new products, he said "That is your choice, you can do that."

After nearly an hour of talking in circles with a company who had no interest in keeping me coming back, the supervisor said "I can forward your concern to a specialist who can contact you in 24-48 hours." I told him that I would rather not wait 24-48 hours for a call, I just wanted to get this resolved. He said "Oh, they won't be calling you, they'll email you. They will tell you the same thing I just did."

I've had a few bad customer service experiences in my day, but never have a dealt with such a bunch of clueless, uninformed, and hostile people, with no interest in the customer at all. I am just appalled. I love every Google product I have ever used, I praise it to anybody who would listen. Now I regret every word of it, seeing how much they really care about their customers. Over just a few dollars. I'm so disappointed.

First of all, no offense, but you seem like an astroturfer for either the carriers or for Apple. Thousands in the Play Store? I doubt it. Hundreds of converts to [Android]? Hardly.

A few glaring omissions, if you were inside of your 15 day return window, why didn't you just return the device instead of calling CS and making demands that were layered like a Russian nesting doll hiding an endless crescendo of complaints? Because you wanted out of the restocking fee you had originally agreed to comply with? Or because you're a troll?

Second, Apple's customer service!? Please. If you don't pay $100 for AppleCare, Apple doesn't care. They charged me $30 just to talk to support and have my iTunes download queue reset from the server side. This was after nearly two months of not being able to DL apps from the app store (Google the threads if you don't believe me). $30 just to talk to someone. $30 just have them click "clear download queue" from a locked down software terminal. Yeah, most excellent experience there.

And Apple on righting perceived wrongs to the customer!? Need I remind you you're holding it wrong?

I'm not saying that these huge companies shouldn't be exercising the initiative to treat customers well, but the stigma that they never do is far to often used as a catalyst for uninformed consumers to call in and demand free stuff, and that drives the price up for everyone else.

[Ziptied]

According to Google's website, you agreed to Google's terms when you bought your phone:



It doesn't seem fair to get angry because they won't change their terms after the fact.

Exactly, you ordered a product which is by their rules not yours, you wanted something for free "for years of loyalty" and they told you no so now you're mad at them? LMAO, this is the worst thread ever.

[jcsugrue]

According to Google's website, you agreed to Google's terms when you bought your phone:



It doesn't seem fair to get angry because they won't change their terms after the fact.

The fact that it says "may be" charged and not "will be" charged lead me to believe that there might be a chance of them waiving it. I figured it was worth a shot. I've purchased things from Amazon and seen a week later that a new version is out, and Amazon has had the new product at my door the next day, with postage paid to RMA the old one. I was well aware of the Nexus 4 coming out long before I bought my latest GNex, I needed a phone fast and figured this would be my backup phone after the 4 launched. I never intended on returning it. I was simply calling to see what my options were, and was not treated well by either employee. I wasn't being rude or unreasonable, and spoke highly of the company, but the longer I talked to them, the more condescending they became, until it seemed personal. If the first guy had acted like he valued my business at all, and simply reiterated the terms that I agreed to, it would have been fine. Hell, a Galaxy Nexus and a Nexus 4 together are still less than some phones I've purchased without a contract. I rarely contact customer service for anything, and I'm not the type of person who tries to get something for nothing, but these guys were total dicks.

[OpenShare]

OP, lest I seem lopsided in my analysis, my point is sometimes you get a **** Rep, it happens. Sometimes you get a Rep that makes you love the company even more.

Don't let one experience define the service is the motif here; maybe next time you'll have a good experience.

[jcsugrue]

Exactly, you ordered a product which is by their rules not yours, you wanted something for free "for years of loyalty" and they told you no so now you're mad at them? LMAO, this is the worst thread ever.

I definitely didn't call to get anything free. I called to see what my options were. It was the fact that the original rep was not even aware of a Nexus 4, or that products could be returned with a restocking fee, along with his rudeness that really bothered me. And that when I spoke with his supervisor, he seemed ready for battle, as if the rep had gone to him and said "I've got some on the phone who wants free stuff."

[ragnarokx]

OP, lest I seem lopsided in my analysis, my point is sometimes you get a **** Rep, it happens. Sometimes you get a Rep that makes you love the company even more.

Don't let one experience define the service is the motif here; maybe next time you'll have a good experience.

This is true. I suppose I've been lucky, as every time I've had to call Google CS I was amazed at how polite and helpful they were, despite being slammed with calls due to new releases.

[Ziptied]

I definitely didn't call to get anything free. I called to see what my options were. It was the fact that the original rep was not even aware of a Nexus 4, or that products could be returned with a restocking fee, along with his rudeness that really bothered me. And that when I spoke with his supervisor, he seemed ready for battle, as if the rep had gone to him and said "I've got some on the phone who wants free stuff."

Your rant definitely made you seem like you were fishing for free stuff, AKA, checking your options. The options were what you already knew, return it and pay a restocking fee or sit on it.

[gone down south]

I And that when I spoke with his supervisor, he seemed ready for battle, as if the rep had gone to him and said "I've got some on the phone who wants free stuff."

That's a pretty good description of the situation, though, isn't it?

[jcsugrue]

This is true. I suppose I've been lucky, as every time I've had to call Google CS I was amazed at how polite and helpful they were, despite being slammed with calls due to new releases.

I suppose I shouldn't let one experience shape my whole opinion of the company. I worked in a couple call centers during college, and I know that there were definitely people who put in 110% all the time, and people who were simply an embarrassment to the company. One of the greatest things about Google is that I have never needed customer service before, everything pretty much works as it should, and if I have questions, the online community is great. Maybe they're just burnt out from call volume, considering yesterday was the biggest product launch they have ever had.

On the other hand, I should have just demanded a free Q. I'm sure they've got more of those laying around than they know what to do with.

[Woosh]

I suppose I shouldn't let one experience shape my whole opinion of the company. I worked in a couple call centers during college, and I know that there were definitely people who put in 110% all the time, and people who were simply an embarrassment to the company. One of the greatest things about Google is that I have never needed customer service before, everything pretty much works as it should, and if I have questions, the online community is great. Maybe they're just burnt out from call volume, considering yesterday was the biggest product launch they have ever had.

On the other hand, I should have just demanded a free Q. I'm sure they've got more of those laying around than they know what to do with.

The other thing like I said, he may not even have been authorized to do something for you. The call center tbh idek what its there for. When I had to call I asked for info on a cancellation request.....they have no info if the request went through(another department)they had no info if my item already shipped, and they had no info if it would ship before it would end up getting canceled.

So while I had a blast talking with the guy because he seemed like a Google kind of person, he was fairly useless in his knowledge and information on status of my order.

[Ziptied]

On the other hand, I should have just demanded a free Q. I'm sure they've got more of those laying around than they know what to do with.

Yeah, not looking for something for free, people like you irritate me to no end

[jcsugrue]

Your rant definitely made you seem like you were fishing for free stuff, AKA, checking your options. The options were what you already knew, return it and pay a restocking fee or sit on it.

When Apple launched the iPad 2, anybody who purchased a first generation iPad within the last 14 days, was issued a $100 credit. It doesn't hurt to ask if Google had anything similar planned for customers who purchased the Galaxy Nexus in the last 14 days. There is nothing wrong with trying to get a deal, or asking a company for something. Worst case scenario, they say no. I'm not mad because I didn't get something for nothing, I'm simply irritated by the lack of knowledge and professionalism the rep had, and the arrogance of the supervisor. So, you can be "irritated to no end" by "people like me" but I am just somebody who expects a company like Google to give me the same respect that I give them, even if I am asking for something they are unable to do. It wasn't a case of somebody throwing a temper tantrum because they aren't getting what they want.

[philly]

I have been loyal to Google since the launch of the OG Droid. Between apps and devices, I've spent thousands in the play store. I bought a Nexus 7 and Galaxy Nexus on launch day, and bought another Galaxy Nexus a little over a week ago. I emailed Google a couple days before the Nexus 4 was announced, and asked if I could exchange my phone for the new phone. They responded, telling me to call them. This morning I called to inquire about the 32GB Nexus 7, the Nexus 4, and the Nexus 10. I told them that I would like all three, and they told me that they could order them. I asked if I could exchange my Galaxy Nexus, since it's pretty much brand new, hardly a finger print on it. They told me no.

Just a flat out no. To make matters worse, they were not aware that a new line of Nexus products had been launched. I asked, if there is a 15 day return policy, why I can not return a phone that I purchased within the last 15 days. He responded, with a rather rude tone, "We aren't a cell phone carrier. We don't offer upgrades on your old phone." Well no kidding. I switched to the Nexus to avoid being tied to a carrier. I explained again, that I would also like to order a Nexus 10 and Nexus 7, along with a Nexus 4. After going back and forth for a while, he went to ask a supervisor what he could do. They offered to take it back for a restocking fee. Normally, I would expect to pay a restocking fee for an open phone, but I practically had to pull teeth just to get that offered to me, so I decided to push it a bit and see if they valued me as a customer at all. I asked to speak with a supervisor.

The supervisor came to the phone, already annoyed, and pretended to be completely oblivious to why I asked to speak with him. "How can I help you today, sir?" As if the previous rep had not filled him in. So again, I went through the story. I simply asked the guy if he valued my business, and would be kind enough to waive the restocking fee if I were to order all three devices. Right off the bat, the supervisor starts off with slanted apologies "I'm sorry you feel that way" and "I'm sorry that is how you think that." I asked if I could speak with his supervisor, because he was talking down to me. He told me that he is the highest level of customer service that would come to the phone. I asked if there was somebody I could email, he told me no. We literally went back in forth for 40 minutes. I explained that Google is a $250 billion company, if they value a customer, they should make this small sacrifice. I explained to him my loyalty to the company, and the fact that I am "the guy" that all of my friends and family go to when they are buying a phone. I've literally handed Google hundreds of new customers. Again, his response was "I am sorry that you don't feel valued." I asked him "What can you do to make me feel valued?" I even offered to buy a Nexus 4 and keep my Galaxy Nexus, if he could give me some play store credit toward apps. Again, he refused to do anything at all. I tried a different approach this time, telling him that although I am not a fan of Apple products, I have owned them in the past and their customer service is top notch. They would do anything for their customers. His response again, "I am sorry that you feel our customer service is not doing that. You are welcome to go back to Apple." He seemed very frustrated and angry, raising his voice, talking over me, while I stayed calm and logical. Over and over, he would tell me "If there is nothing else I can help you with today, I'm going to end the call." He had NO interest in keeping me as a customer, even after I told him that I no longer wanted to buy any of the new products, he said "That is your choice, you can do that."

After nearly an hour of talking in circles with a company who had no interest in keeping me coming back, the supervisor said "I can forward your concern to a specialist who can contact you in 24-48 hours." I told him that I would rather not wait 24-48 hours for a call, I just wanted to get this resolved. He said "Oh, they won't be calling you, they'll email you. They will tell you the same thing I just did."

I've had a few bad customer service experiences in my day, but never have a dealt with such a bunch of clueless, uninformed, and hostile people, with no interest in the customer at all. I am just appalled. I love every Google product I have ever used, I praise it to anybody who would listen. Now I regret every word of it, seeing how much they really care about their customers. Over just a few dollars. I'm so disappointed.

That isn't bad customer service. You were expecting them to do you a favor based on the fact you assume they owe you.. which they don't. They even offered to help you out for the simple price of a restocking fee. Customers like you are just going to ruin the buying model Google has made.

[mzanette]

You called the wrong number, it's 1-855-83-Nexus

[zorak950]

You called the wrong number, it's 1-855-83-Nexus

Someone was going to say it eventually.

[jcsugrue]

You called the wrong number, it's 1-855-83-Nexus

*facepalm* I need to go back to bed. I've been working around the clock due to this storm, with at least four more 18 hour days to look forward to. Neuxs...just plain embarrassing.

[mzanette]

Someone was going to say it eventually.

It was all I could contribute to this thread. ;-)

[NoYankees44]

When Apple launched the iPad 2, anybody who purchased a first generation iPad within the last 14 days, was issued a $100 credit. It doesn't hurt to ask if Google had anything similar planned for customers who purchased the Galaxy Nexus in the last 14 days. There is nothing wrong with trying to get a deal, or asking a company for something. Worst case scenario, they say no. I'm not mad because I didn't get something for nothing, I'm simply irritated by the lack of knowledge and professionalism the rep had, and the arrogance of the supervisor. So, you can be "irritated to no end" by "people like me" but I am just somebody who expects a company like Google to give me the same respect that I give them, even if I am asking for something they are unable to do. It wasn't a case of somebody throwing a temper tantrum because they aren't getting what they want.

I have played this game with companies several times. You got your answer and continued to ask the same questions for over an hour like the answer would magically change. The fact that they stayed on the phone putting up with you that long speaks volumes and makes me think they have great service. You should have accepted the answer and stopped wasting everyone's time. And sense your ploy to get pander to fail you should have shrugged and gone on. Not gotten here and complained about bad customer service.

Sent from my ADR6425LVW

[Ryandroid86]

Dont get me wrong... but I used to be a server (waiter) at a huge restaurant on the las vegas strip (where I live) and the customers that I hated the most were the ones that tried to get everything for free. I hate to break it to you... but Companies need to make money... Thats how they made there money in the first place. They would lose money if they gave it away just to make you happy. And dont just think google magically made there money... lots of dedicated workers with hard work made that money over many years. you are hardly a stumbling block for them. but you certainly are a complainer.

I dont mean to sound mean. but its the way the world works. This story does not make me feel sorry for you... just sell the phone on ebay/craigslist and use that money to buy your nexus 4.... or maybe even your new iphone with "good" customer service.

btw.. Google was willing to buy your old nexus back but charge you a restock fee??? but apples $100 dollar credit was better?? Im sure you would have walked away with more than $100. So im not seeing the issue. They were working very hard to satisfy you. Also... if you like googles products... you are there fan... google is not a fan of you specifically. they just love there loyal customers and appreciate the business as a whole. Thats why they offer amazing products at low costs with the latest innovations.

I love google. I love the direction they are going in. I love there products. but not everyone is obligated. I am sorry you had a bad expierence. but pick up the pieces and move on.

[ricktat]

The restocking fee is no big deal. The big deal is it takes 60 days for a refund. Googke play store is great as long as yiu don't want a return

[Jude526]

Must be nice to spend money on whatever you want. You were asking for too much. Throwing yourself around like a big shot. Why can't you be happy with what you have? If you have to have it then pay the restocking fee and be gracious about it. Companies have their policies. So tired of seeing ppl YRY to take advantage. Makes it difficult for those who have legitimate issues and not just cause they have to have the best all the damn time. I am grateful for the phone,tablet and laptop I have. I am.pleased with my Verizon service. I would never think of taking advantage. I sold wireless and ppl like you made my job difficult. And those that were sincere made the job worthwhile.
There are ppl losing their homes and jobs and you are whining about wanting new devices.

Sent from my ADR6425LVW using Android Central Forums