Results 1 to 18 of 18
Like Tree2Likes
  • 2 Post By Jaysus
  1. Thread Author  Thread Author    #1  

    Default My Google Nexus 7 nightmare buying experience that put me off Google...

    In Nov 12 I decided to by my daughter a Nexus 7 as a Christmas present. I want to share this experience with as many people as I can and if possible find an email address (or real address) to complain to Google to (oddly its really hard to complain).

    As follows is my journey with Google, I hope it helps someone else out and serves as a warning to Google. This is what has happend so far…

    26 Nov 12. Ordered tablet and a case to go with it, (no mention at the time of ordering it that I “can only deliver to billing address”, in the UK you can normally bill to one address and ship to another).

    29 Nov 12. Attempted delivery (failed, not blaming Google just stating what happend).
    30 Nov 12. 2nd Attempted delivery (failed, again not Googles fault in any way as I was not able to be home due to a change in circumstances).

    30 Nov 12. I contact TNT, and ask for a delivery to my office at Brize Norton (20 miles away from the delivery address), they tell me they can’t deliver to my office and to ring Google directly.
    30 Nov 12. I ring Google, they refuse to help and confirm that they won’t deliver to any other address except the one on the original order (my main issue here was their attitude and not only that they would not change the delivery address). Not only that but they suggested that I reordered and changed the address, but of course I couldn't use my work address as my payment details are only for my home address).
    7 Dec 12. I speak to TNT (again) and explain my problem (I work away from home, like most people). They agree that it is a difficult problem but help out (now that it has been 1 week) and deliver at their expense the next Saturday. (Well done and thank you TNT)!
    8 Dec 12. TNT deliver as agreed but I now feel so aggrieved by the attitude of Google that I don’t want it anymore, so I attempt to return the Nexus. I haven’t even opened the bag/box.

    9 Dec 12. I use my order email and follow the “return” link to the Google Play website. I fill in a form and I get an email. That email has a link in it that takes you back to the returns form that emails a link to the same returns form, (an infinite loop).
    After following the link/email chain four times I decide to call Google. That is difficult, after lots of searching I mange to find the US phone number not the UK one. However, after changing the language at the bottom to UK English (and not the default US) the UK phone number appeared (odd design).

    12 Dec 12. I ring the customer services and manage to get hold of an agent to start my RMA. He sends me an email that tells me what the returns process is and that TNT will contact me in a few days to pick up the Nexus. He gives me ONE RMA number, (that will be important later on).
    17 Dec 12. TNT turn up at my house a few days later and leave a “We have been” card. Not at all the process that was described by the agent nor in the “what happens next” email.
    18 Dec 12. TNT try again to pick up the Nexus only this time they leave a pre-paid bag (I’m still not home). I ring the number on the card and arrange a time I will be home! TNT explains that are told to attend the house without contacting me and know nothing of the process I was expecting.
    The paperwork inside the pre-paid bag is extremely confusing; it is designed for industrial clients and is not consumer friendly. The instructions included are different from the instructions in the previous email from Google.

    I fill in the paperwork and add the RMA number I was given even though there isn’t an obvious please for it on the paperwork.
    19 Dec 12. TNT collect on the date arranged and give me a receipt.

    2 weeks go by and I start to wonder when I’ll get my money back. I call the UK customer service (CS) agents and they tell me they haven’t received it yet….. But will email me back once they have done some research.

    8 Jan 13. Nearly another week goes by and I get an email from CS apologising for the delay but they can’t find my return. “Do I have a tracking number”? (I do so I email it to them).
    Turns out there were two RMA numbers (one for the case and one for the Nexus), I was only given one. This might be why they can’t find the Nexus.

    I am still waiting for my money back. Does anyone know how you complain to Google? The mess that is their whole logistics system is incredible. Such a successful company clearly has no idea how to handle real people and real stock. Finding a single person to speak to who has the authority to understand the issues is nearly impossible. Your help would be gratefully received but I hope this will serve as a warning to anyone planning to buy anything online form Google.
    Last edited by findtomdotcom; 01-11-2013 at 01:51 PM.
  2. #2  

    Default Re: My Google Nexus 7 nightmare buying experience that put me off Google...

    I dunno guy, this sounds like a "you" issue, not a google one. Better luck with your next online purchase, I suppose...
    Thanked by 2:
    zero3187 and mr_nobody like this.
  3. #3  
    Rich215's Avatar

    Posts
    109 Posts
    Global Posts
    111 Global Posts

    Default Re: My Google Nexus 7 nightmare buying experience that put me off Google...

    Ya Google is screwed up in the ability to perform normal business operations of physical product distribution, being a large company.

    But honestly guy...no offense....but if you or someone else were at the address for the delivery....your daughter would be enjoying a nice tablet! I have not heard of any business wanting to use multiple delivery addresses on shipments like this. It is normal because of fraud possibilities. (but I'm in the USA and this is normal to us)

    Seriously though, Sorry you had this terrible experience with ordering, delivery, returning, and waiting to be credited. I heard about problems ordering from Google directly, so I ordered from a 3rd party vender and got excellent service.
    Thanked by:
  4. #4  

    Default Re: My Google Nexus 7 nightmare buying experience that put me off Google...

    Sorry to hear that....I ordered mine from Google and it as it would be 2 weeks before shipping...3 days later I had it in my hands

    Sent from my Nexus 7 using Android Central Forums
  5. #5  

    Default Re: My Google Nexus 7 nightmare buying experience that put me off Google...

    Quote Originally Posted by findtomdotcom View Post
    26 Nov 12. Ordered tablet and a case to go with it, (no mention of “can only deliver to one address” at time of order).
    Most businesses operate this way. It's to eliminate fraud.


    29 Nov 12. Attempted delivery (failed).
    30 Nov 12. 2nd Attempted delivery (failed).
    You were not at home. How is that Google's fault?
  6. #6  
    Rich215's Avatar

    Posts
    109 Posts
    Global Posts
    111 Global Posts

    Default Re: My Google Nexus 7 nightmare buying experience that put me off Google...

    Quote Originally Posted by NealJ777 View Post
    You were not at home. How is that Google's fault?
    I bet the delivery guy was saying something about the OP's screen name?
  7. Thread Author  Thread Author    #7  

    Default Re: My Google Nexus 7 nightmare buying experience that put me off Google...

    Ok, so I take your points let me answer them.

    The 2 failed deliveries, I never said they where Googles fault, just stated that they happend as it's integral to the story. My problem was the whole "you can only have the tablet delivered to the billing address. In the UK (and it is very different from the US) most venders will allow you to bill to one address and deliver to another. Our business hours are 9-5 (and most shops close at 5, my wife is Canadian so you can imagine how difficult she finds shopping after work here), so again it's expected that you won't be at home during those hours. If thats the delivery conditions is it unreasonable to have it listed at time of sale?

    Also my point is, this is Google. If the bigest internet company in the world can't get it's logistics/user experience right what hope is there? Am I expecting too much from such a well established company?

    I should also point out I am (was) a Google fan. I like their products and order most of the things I like online, I guess I felt let down by the whole experience (and attitude, I didn't really go into that in the original post).
    Last edited by findtomdotcom; 01-11-2013 at 01:30 PM.
  8. #8  

    Default Re: My Google Nexus 7 nightmare buying experience that put me off Google...

    You know what happened to me?

    1) I heard they dropped the price $50 and decided that day that it was time to buy one.

    2) I went to a store and bought one.

    Perhaps that is a model you should have tried.

    Seriously, shipping stuff to your house when you know nobody is going to be there to accept them is just asking for problems. Doubly so when you expect them to change the ship-to address after the transaction.

    And I'm sure the shippers around the globe love to wank around with people like you during the Nov-Dec timeframe you outlined... ...Like they don't have anything better to do.

    -Suntan
  9. Thread Author  Thread Author    #9  

    Default Re: My Google Nexus 7 nightmare buying experience that put me off Google...

    Well it wasn't that simple. I ordered the tablet while I was on leave then got called into work, again as it's the UK (and it did not say at the time I ordered that it would be a problem) I thought asking them to deliver to my work address (it is a military base after all) would not be a problem. Again does that now sound unreasonable?

    I'm a bit surprised that you would find me a fault and not that Google can't sort out its logistic operations. Odd perhaps I am the bad guy.......
  10. #10  

    Default Re: My Google Nexus 7 nightmare buying experience that put me off Google...

    Quote Originally Posted by findtomdotcom View Post
    In the UK (and it is very different from the US) most venders will allow you to bill to one address and deliver to another.
    I'm also in the UK and pretty much disagree completely with that statement. While "some" vendors may ask you to provide a billing address and give you the option of a separate delivery address I'd wager that the majority only deliver to the billing address. Particularly where electronics and valuable items are concerned.

    When I started my business some 10 years ago I had to jump through hoops to get a merchant account (allows you to accept card payments) and even back then as a retailer you were only covered against fraud if you posted goods to the billing address.
  11. #11  

    Default Re: My Google Nexus 7 nightmare buying experience that put me off Google...

    Quote Originally Posted by findtomdotcom View Post
    The 2 failed deliveries, I never said they where Googles fault, just stated that they happend as it's integral to the story. My problem was the whole "you can only have the tablet delivered to the billing address. In the UK (and it is very different from the US) most venders will allow you to bill to one address and deliver to another. Our business hours are 9-5 (and most shops close at 5, my wife is Canadian so you can imagine how difficult she finds shopping after work here), so again it's expected that you won't be at home during those hours. If thats the delivery conditions is it unreasonable to have it listed at time of sale?
    Sounds like bufferbox could make bank by setting up in the uk...
  12. Thread Author  Thread Author    #12  

    Default Re: My Google Nexus 7 nightmare buying experience that put me off Google...

    Quote Originally Posted by Griff88 View Post
    I'm also in the UK and pretty much disagree completely with that statement. While "some" vendors may ask you to provide a billing address and give you the option of a separate delivery address I'd wager that the majority only deliver to the billing address. Particularly where electronics and valuable items are concerned.

    When I started my business some 10 years ago I had to jump through hoops to get a merchant account (allows you to accept card payments) and even back then as a retailer you were only covered against fraud if you posted goods to the billing address.
    OK, well there are always exceptions. In my experience (as a normal bloke who orders off the internet), nearly every thing I have ordered has been delivered to work. I can only judge the incident by my own experiences. As an example the Apple iPad Mini I got her instead was delivered to work....
  13. Thread Author  Thread Author    #13  

    Default Re: My Google Nexus 7 nightmare buying experience that put me off Google...

    You have picked holes in my buying experience (thats OK, it's all valid), but what do you think about the returns experience? And, please does anyone know how to complain? I am dealing with a "returns specialist" who is trying to help, but so far has just ignored my plees for an address or a means to complain (she just doesn't answer that part of the email).
  14. #14  

    Default Re: My Google Nexus 7 nightmare buying experience that put me off Google...

    Quote Originally Posted by findtomdotcom View Post
    OK, well there are always exceptions. In my experience (as a normal bloke who orders off the internet), nearly every thing I have ordered has been delivered to work. I can only judge the incident by my own experiences. As an example the Apple iPad Mini I got her instead was delivered to work....
    You're correct of course that some companies allow alternative delivery addresses and I didn't intend to doubt you on that but all I was trying to demonstrate is that Google is far from unique when it comes to only delivering to the billing address.

    As for their lack of communication unfortunately that seems to be all to common with a lot of large businesses these days.

    Hope it gets resolved soon.
  15. Thread Author  Thread Author    #15  

    Default Re: My Google Nexus 7 nightmare buying experience that put me off Google...

    Thanks Griff88, appreciate it.
  16. #16  

    Default Re: My Google Nexus 7 nightmare buying experience that put me off Google...

    In the US they do allow alternate shipping addresses. Merchants just tend to be extra cautious.

    Sent from my DROID RAZR using Tapatalk 2
    ---
    Proud owner of a Moto X, Nexus 7, and Nexus 10.
  17. #17  

    Default Re: My Google Nexus 7 nightmare buying experience that put me off Google...

    Sorry to hear of your experience. Cutting to the chase, I'd certainly agree their returns procedure could be improved. If only they could ring up Amazon and get a few tips

    I'm in the UK and agree with others that, in my experience, it's by no means common to see a site prepared to ship other than to the registered card address.

    But I'm puzzled - did the original order accept both addresses? If it did, how come the non-delivery? If it didn't, it may have been best to assume they could only deliver to the address you'd given them - the billing address, which the card verification process would check. Just saying...

    I hope you get it sorted soon.

    Edit: see my note at NXTab with some contact details
    Last edited by Minkey1; 01-11-2013 at 05:11 PM.
    Mike

    UK

    2012 Nexus 7 on 4.4
    2013 Nexus 4 on 4.4
    2013 Chromecast
  18. #18  

    Default Re: My Google Nexus 7 nightmare buying experience that put me off Google...

    Most companies allow you to bill to one address and deliver to another if so stated at time of order. HOWEVER, none that I know will allow you to reroute it after it has shipped. Some delivery companies will allow you to ask them to hold it at their office for pickup.

Similar Threads

  1. Buying this to hold me off. Damn good deal.
    By crackberrytraitor in forum Google Nexus 10 Tablet
    Replies: 35
    Last Post: 11-12-2012, 05:51 AM
  2. Think Twice! My Best Buy Experience
    By lovy in forum Verizon HTC Thunderbolt
    Replies: 4
    Last Post: 03-23-2011, 10:27 PM
  3. My awesome Best Buy Experience.
    By OlDeST in forum Motorola Xoom
    Replies: 4
    Last Post: 02-24-2011, 05:49 PM
  4. Stupid little things that **** me off about my x...
    By Tone_Capone in forum Motorola Droid X
    Replies: 15
    Last Post: 11-17-2010, 08:15 AM
  5. Just got my google nexus one. (YEAH!)
    By merbiyatch in forum Google Nexus One Rooting, ROMs, and Hacks
    Replies: 2
    Last Post: 09-10-2010, 12:00 AM

Posting Permissions

B