I ordered a Nexus 4 on 13-November after battling through Google's stunningly inept roll out and ordering process. Three days later I finally received a notice that my phone had shipped. After it didn't arrive on the expected date I contacted UPS. My shipment was "lost" in their system. Each day I checked the tracking information I was informed it would arrive by the end of the next day. Monday, Tuesday, Wednesday, Friday, and Saturday passed (no Thursday due to Thanksgiving) and no phone.
After contacting UPS I was informed that I should get Google to start a trace on my shipment so they could begin an investigation. I was told they couldn't start an investigation unless the shipper requested it. Later, on another call, I was told I could in fact start my own investigation by going to a page on their site.
Anyway, I contacted Google. The first customer service representative said they'd start an investigation with UPS and follow up with me on Monday. He said they'd most likely send me another phone, though he wasn't sure about it. Monday came and I received an email indicating they wanted my consent to disable the phone as it was now "lost" or "stolen." I consented. I also contacted UPS and was informed that they hadn't been contacted by Google.
Today I called Google's alleged customer support service. The phone had in fact not been disabled as they had finally contacted UPS and were told the same thing I'd been told for more than a week - the phone will arrive by the end of the next day. I explained that I had the same information from UPS, that I just wanted my phone and could they please resolve this issue.
The only resolution offered was to disable the phone, which apparently cancels the order, and then re-order the phone myself. Because of Google's internal policies their representatives are apparently not allowed to make a replacement order, despite what the previous representative said.
So my options were to wait for the shipment that will never arrive or effectively cancel my order and re-order the phone myself. I cancelled the order (I hope).
Just a terrible experience all the way around. It is unfortunate because I have been a Google customer for quite a while. I have a Chromebook, a Nexus 7, a Google TV box (Logitech Revue) and previously used a Nexus S as my primary phone.
This experience combined with Android 4.2, which seems to have totally crapped out my Nexus 7, just makes me think Google is losing it.
After contacting UPS I was informed that I should get Google to start a trace on my shipment so they could begin an investigation. I was told they couldn't start an investigation unless the shipper requested it. Later, on another call, I was told I could in fact start my own investigation by going to a page on their site.
Anyway, I contacted Google. The first customer service representative said they'd start an investigation with UPS and follow up with me on Monday. He said they'd most likely send me another phone, though he wasn't sure about it. Monday came and I received an email indicating they wanted my consent to disable the phone as it was now "lost" or "stolen." I consented. I also contacted UPS and was informed that they hadn't been contacted by Google.
Today I called Google's alleged customer support service. The phone had in fact not been disabled as they had finally contacted UPS and were told the same thing I'd been told for more than a week - the phone will arrive by the end of the next day. I explained that I had the same information from UPS, that I just wanted my phone and could they please resolve this issue.
The only resolution offered was to disable the phone, which apparently cancels the order, and then re-order the phone myself. Because of Google's internal policies their representatives are apparently not allowed to make a replacement order, despite what the previous representative said.
So my options were to wait for the shipment that will never arrive or effectively cancel my order and re-order the phone myself. I cancelled the order (I hope).
Just a terrible experience all the way around. It is unfortunate because I have been a Google customer for quite a while. I have a Chromebook, a Nexus 7, a Google TV box (Logitech Revue) and previously used a Nexus S as my primary phone.
This experience combined with Android 4.2, which seems to have totally crapped out my Nexus 7, just makes me think Google is losing it.
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