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  1. #51  
    mhinc's Avatar

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    Default Re: Nexus 4: with the total lack of customer service is it worth the wait any longer?

    Quote Originally Posted by mr_nobody View Post
    I ordered both my Nexus 4 and my Nexus 7 from Google play and paid no brokerage fees on either of them. Not sure where you got your information from.

    And yes I'm in Canada.

    Sent from my Nexus 4 using Android Central Forums
    Brokerage doesn't always happen. It is really a crap shoot. Something as small as the nexus 4 and 7 may just be passed by without issues.
    BUT it's something you have to take into consideraiton. Because you may
    Samsung Galaxy S4 SGH-I337M - 4.2.2
    Telus Mobility
    Niagara Falls, Ontario, Canada
    ---
  2. #52  

    Default Re: Nexus 4: with the total lack of customer service is it worth the wait any longer?

    I agree with the OP's opinion. He is fair and balanced, which is (sadly) a breath of fresh air in a forum environment.

    I work in a manufacturing environment in which there is a high level of accountability for on time delivery and quality metrics. These are not easy to hit, and it takes a daily level of dedication and planning to hit the weekly and monthly metrics. I cannot imagine the upset if we were suddenly asked to deliver a virtual product instead of a physical one.

    Google is attempting to deliver on manufactured finished goods items, and doing so through numerous third party vendors. I believe they have nailed the design aspects and the software side. However, their supply chain management and Customer Care divisions need some serious help. They will get there, but need some time to do so. It doesn't happen overnight as it is a completely different paradigm than they are used to dealing with.

    I have mentioned in other posts my preference for purchasing my Nexus 4 from T-Mobile at a brick and mortar site. I consider the higher price a convenience fee, but I am of the belief that it is much harder to say no to a customer with an issue if they are standing right in front of you. If anything is wrong with my N4 I will get a replacement that same day. Same thing with my N7- I bought it at Wal-Mart. Why? Because they will exchange it immediately if I have an issue. They are used to dealing with physical products.
  3. #53  
    sting7k's Avatar

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    Default Re: Nexus 4: with the total lack of customer service is it worth the wait any longer?

    Quote Originally Posted by galatians51 View Post
    I agree with the OP's opinion. He is fair and balanced, which is (sadly) a breath of fresh air in a forum environment.

    I work in a manufacturing environment in which there is a high level of accountability for on time delivery and quality metrics. These are not easy to hit, and it takes a daily level of dedication and planning to hit the weekly and monthly metrics. I cannot imagine the upset if we were suddenly asked to deliver a virtual product instead of a physical one.

    Google is attempting to deliver on manufactured finished goods items, and doing so through numerous third party vendors. I believe they have nailed the design aspects and the software side. However, their supply chain management and Customer Care divisions need some serious help. They will get there, but need some time to do so. It doesn't happen overnight as it is a completely different paradigm than they are used to dealing with.

    I have mentioned in other posts my preference for purchasing my Nexus 4 from T-Mobile at a brick and mortar site. I consider the higher price a convenience fee, but I am of the belief that it is much harder to say no to a customer with an issue if they are standing right in front of you. If anything is wrong with my N4 I will get a replacement that same day. Same thing with my N7- I bought it at Wal-Mart. Why? Because they will exchange it immediately if I have an issue. They are used to dealing with physical products.
    Very well put.

    Google is still new to this selling of products thing. Hopefully this is all a test and the launch and retail experience for Glass will be on point.
  4. #54  

    Default Re: Nexus 4: with the total lack of customer service is it worth the wait any longer?

    Quote Originally Posted by mhinc View Post
    Brokerage doesn't always happen. It is really a crap shoot. Something as small as the nexus 4 and 7 may just be passed by without issues.
    BUT it's something you have to take into consideraiton. Because you may
    My understanding was that google was picking up the duty/customs fees, etc. on these items. Do you know of anyone in Canada who had to pay brokerage fees on a nexus 4/7/10 ordered from google?
  5. #55  

    Default Re: Nexus 4: with the total lack of customer service is it worth the wait any longer?

    Don't think of yourself as a Google customer but as a Google product. Their business model is to monitor your activities and sell that data to advertisers. That should help you understand why their customer service is so poor. You aren't a customer. The people they sell ads to are their customers.
  6. #56  
    return_0's Avatar

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    Default Re: Nexus 4: with the total lack of customer service is it worth the wait any longer?

    Quote Originally Posted by snookasnoo View Post
    Don't think of yourself as a Google customer but as a Google product. Their business model is to monitor your activities and sell that data to advertisers. That should help you understand why their customer service is so poor. You aren't a customer. The people they sell ads to are their customers.
    Doesn't explain to me how their customer service is so good.
  7. #57  

    Default Re: Nexus 4: with the total lack of customer service is it worth the wait any longer?

    I'll agree that Google's customer service does need a lot of improvement. I'm in the process of trying ot RMA a Nexus 4 and the process has not been smooth in my opinion.

    I ended up ordering 2 nexus 4's that arrived on Friday the 22nd. The wife and I took them to the AT&T store to get new sim cards and to get the contacts moved from the old phones to the new Nexus 4's. From the start the phone that I was going to use was having issues. It took a while before they were able to get it to connect (bunch of tries over 10 to 15 minutes) to the wifi in the store and could not get it to use mobile data at all.

    I had them go ahead and start working on the wife's phone; since they were having trouble with mine; and they didn't have any issues with her's except for getting her contacts moved.

    They went back to mine and finally got the phone to connect to wifi and had me log into my gmail account for setup. This worked but then I could not get the google play store to work. It would give me an error message stating that I had to relog onto my google account. We turned off wifi and mobile data would not work with the play store; but would pull down some web pages (most would error out with permission denied).

    After almost 2 hours in the store; I went home and while on the phone with Play Store support; I was told to do a factory reset; I did this and started through the process of entering all the information again. At the wifi screen; it would not connect to the wifi in the house (wifes phone connected with no issues); I tried skipping the wifi and it would not connect to google's servers using mobile data. After spending 20 minutes trying; I finally told the customer service rep that I want to RMA the phone and get a replacement sent.

    This was Saturday evening (the 23rd) and so far I've had 8 e-mails going back and forth; with them asking what router I was using and trying to blame the router as to why it wouldn't connect to wifi; until I pointed out that the other phone connects just fine. I was also promised that I'll get an answer that day as to if they will RMA the phone and send a replacement.

    It is starting to get to the point to where if I don't get authorization to RMA the phone soon; that I'm going to dispute the charge with my credit card company. It should not take this long to get me an RMA number so that the phone can be returned and have a replacement phone sent. Because right now all I have is a 350 dollar paper weight on my desk.

    It also doesn't help that everything is being done via e-mail so that there are long delays in getting replys.

    So in my opinion; Google needs to do a better job at the customer service experience; or they will end up loosing customers.

    Psy
  8. #58  

    Default Re: Nexus 4: with the total lack of customer service is it worth the wait any longer?

    Quote Originally Posted by Alsablo View Post
    Can anyone tell me of their experience when having trouble with a Google device (not about delivery problems)
    Or a good place to read some people's experiences of this. I want to know a number you would call, how it is dealt with by Google, etc.
    I'm not sure why I can't find this when I Google search, I just keep ending up flickering around on the google help forums which would infuriate me if I had a Nexus device that was faulty, or that I really needed help with.
    I feel like I might end up buying an iPhone even though that would be boring for me, just because of the certainty of good customer service.
    I recently posted my experience with obtaining a warranty replacement here: N4 Design Flaw? (My N4 order/delivery/replacement timeline) It didn't get any traction. But you can see how many days it took me to get an RMA and a replacement.

    I did get the replacement, and it has the same issue as the first phone. So I guess I'm just going to live with the problem (see other thread), since I do not want to buy a phone with a contract, and everything else about this phone is great.

    Once you buy the phone, you can view your order and there is a link to a phone number for customer service. I did get friendly service, though not the answer that I was looking for. But in the follow up emails, I was passed up the line to someone who was able to handle my situation to my satisfaction--so far. I guess I'll post a final update when I either return a phone or sell it, even though no one seemed interested. Gotta decide real soon now.

    As far as getting taken to task for resurrecting an old thread... I follow a thread on avsforum.com that is 9 *years* old, and still gets new posts periodically. Don't let one unhelpful contributor drive you away. There are plenty more helpful folks around.
  9. #59  

    Default Re: Nexus 4: with the total lack of customer service is it worth the wait any longer?

    Quote Originally Posted by Alsablo View Post
    But thanks anyway. I appreciate your reply. I won't ask anything else here.
    Don't ever feel bad or out of place about asking a question here at Android Central. Even if it appears to be a little out of place for a certain thread topic the worst thing that will happen is one of the moderators will come along and recommend or point you to a more suited thread for your question.

    I hope you find the answer to your questions.
    Paul
    Moderator Team Leader @ Android Central





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