Disgusted with Google.

[tee3]

It appears we have been robbed by Google!

Let me explain.

On the 10th of August, we ordered a Nexus Tablet. Specifically for my Daughter for her birthday so she could take it on holiday.
Shipping was stated at 3-5 days, we were leaving on the 18th, so should have arrived on time.

On the 16th we called to check if it had been shipped and was told there was a problem (no indication of what it was...) and that it was to be shipped ASAP.
As we were on holiday from the 18th so not able to take delivery, we asked for it to be cancelled.

On Holiday, on the 20th, we recieved an email saying it was shipped!
Great.

We returned home to find a card from TNT telling us they tried to deliver something, but as they hadnt bothered to fill in any details we couldnt track it through TNT.
The tracking details Google gave us were invalid.
At this point, Google had taken my our money against our wishes (we asked to cancel 4 days before it was shipped!)

We contacted Google early in September as suddenly the tracking details they gave us started showing movement!
It now shows that the tablet was delivered to an address 60 miles away on the 10th September!
We were told that the address was the returns depot, and if the tablet had been recieved the refund would be processed by the 27th September.

When the 27th came and we had recieved nothing, we contacted Google again by email. No response.
And to this day, 7 weeks since Google took my money, I have recieved nothing. No Tablet, No refund, and since the 27th no response to emails.

Has anyone else recieved such disgusting service?

Im not even sure what my next step is, Google have ?170 of my money, my daughter has no birthday present. Calling them appears to be a waste of time, and they dont respond to emails.
Even the emails they have respoded to were annoyingly patronising... "hey, thanks for writing in..." and didnt answer any of my questions!

Im disgusted to be honest, there doesnt seem to be any way I can get their attention. I just want my money back so we can buy our daughter her birthday present (it wont be a Google product thats for certain!)

Any advice or similar experiences appreciated.

 

[Caldera]

That sucks. I've had good experiences with Google support by phone, but the response times to emails can be very slow. I recommend calling and being as politely forceful as possible. If that doesn't work, threaten to file complaints with the Office of Fair Trading and the Better Business Bureau.

 

[flux capacitor]

Yeah, dispute the charge with your credit card company. That's a bunch of BS.

Sent from my Nexus 7 using Android Central Forums

 

[anon(924308)]

Sadly, yours is a pretty common story. There is literally no way to do anything when you call CS, other than them "creating a ticket for a specialist". Then you're stuck in limbo, no way to check on the status of tickets. If you call again, they'll literally just do the same thing. When you email, you don't get a response--or if you do, it's some template generic response. The "tickets" did nothing, after weeks of trying to call. I finally got an email response after letting them know their template response had nothing to do with my issue.

 

[tee3]

Thanks for the replies.

Unfortunately we paid with a Debit card, so we dont think we have the same protection, but i will be speaking to the bank.
As far as I'm concerned this is no better than one of the scams on Ebay and other sales sites. I have been conned out of my money and recieved nothing in return.

Google should be ashamed.

 

[quarky_uk]

Small claims court will get their attention and won't cost you much in time or money.


Sent from my Nexus 7 using Android Central Forums

 

[smitjeh]

I know it's not much consolation but you will get your money back eventually, took 4 weeks after I returned my order until I got my refund.

Sent from my Nexus 7 using Tapatalk 2

 

[mookster]

Pet peeve rant for a split second, please indulge me: Did the Google Company forcibly take your money from you against your will? No, you gave it to them and now you're having issues getting it back when a service, product or otherwise failed to meet your expectations. You were not robbed!! Being robbed is having an item taken from you with a threat of force or actual force is involved. Rant off.

I'm sorry to hear about your poor customer service experience with Google. I haven't ordered from them but I've read lots of unsatisfied posts 'round these parts. I for one will be hesitant to order through them based on others documented incidents.

 

[ChromeJob]

You weren't robbed, you just had a less than stellar mail order experience. Don't let it burn you up. I find they happen from time to time, and you do yourself more harm than anyone else getting yourself so worked up about ?170 that you will no doubt have credited back to you.

Unsolicited tip: DO NOT use a debit card for online orders. Depending on your country's laws, you may have less consumer credit protection with a debit card than with a credit card. The card issuer may have great promises of protection, but I find that having a law that demands their protection is more reassuring.

 

[tee3]

Pet peeve rant for a split second, please indulge me: Did the Google Company forcibly take your money from you against your will? No, you gave it to them and now you're having issues getting it back when a service, product or otherwise failed to meet your expectations. You were not robbed!! Being robbed is having an item taken from you with a threat of force or actual force is involved. Rant off.

.

Actually, they took my money after i asked them to cancel the order. So yes, it was taken against my will. At the point when i contacted them to see if the tablet had been shipped no payment had been taken.
I instructed them not to take it, they took it.

 

[tee3]

You weren't robbed, you just had a less than stellar mail order experience. Don't let it burn you up. I find they happen from time to time, and you do yourself more harm than anyone else getting yourself so worked up about ?170 that you will no doubt have credited back to you.

Yes, thanks. My 8yr old daughter is very understanding about the fact that a week after her 8th birthday she doesnt have a present.

 

[tee3]

I know it's not much consolation but you will get your money back eventually, took 4 weeks after I returned my order until I got my refund.

Sent from my Nexus 7 using Tapatalk 2

Thanks. Thats encouraging I suppose.
It is scandalous behaviour from any comany though, and not at all what I'd expect from Google

 

[LegalAmerican]

I work for a financial institution and you should be just fine with a debit card dispute. Especially if it's a VISA.

Sent from my Galaxy S3

 

[KitN]

You do have a right to dispute the charge even if it was made with a debit card. Contact your debit card issuer/bank immediately.

This is unacceptable. Get your money back and don't buy directly from Google again. (Dealing with Google's RMAs and returns are rubbish anyway. Save yourself the hassle & buy from a brick & mortar instead.)

 

[anon(924308)]

I'm sorry to hear about your poor customer service experience with Google. I haven't ordered from them but I've read lots of unsatisfied posts 'round these parts. I for one will be hesitant to order through them based on others documented incidents.

It really depends on the type of security you want for your device. If, on the off chance your device is unfixable through resets (like mine), Google's support offers to send you a new device before you send yours back, so you're always with a device. ASUS is much stingier about fixing devices, and I've had pretty poor experience with the repair shop they send my devices to (my laptop returned with an a**-ton of dead pixels on top, and the touchpad is wonky); you forfeit your device for a month and hope it comes back in one piece, all fixed up.

As bad as my experience has been with their shipping, refunds, and that godawful "ticket for a specialist" system--if I purchase another Google device in the future, it'll be from the Play store because I want to avoid dealing with ASUS directly. For tech support, ASUS reps are much more knowledgeable, but other than that Google wins.

 

[mookster]

Wow, I truly learn something new every day. I did not know that Google support would do that. I'm hoping they expand the Nexus cell phone devices to include CDMA, not just GSM network phones. I'm on big red and am thinking that I'm gonna pop full price for the next Nexus phone as I'm ready to go back to Android after the iPhone4S. I was a little disenfranchised after Gingerbread on my Dinc but my Nexus 7 and JB brought me back to my senses lol. Full price for a phone cuz I don't wanna lose my unlimited data. Bah, it's what it is.

To the OP, we're obviously gonna disagree but I provided you with the legal definition of being "Robbed". It bugs me at work when people say their unoccupied house got robbed. I always repy back "No, your house was burglarized. Not robbed." Again, a pet peeve that makes me whom I am.

 

[.46caliber]

Wow, I truly learn something new every day. I did not know that Google support would do that. I'm hoping they expand the Nexus cell phone devices to include CDMA, not just GSM network phones. I'm on big red and am thinking that I'm gonna pop full price for the next Nexus phone as I'm ready to go back to Android after the iPhone4S. I was a little disenfranchised after Gingerbread on my Dinc but my Nexus 7 and JB brought me back to my senses lol. Full price for a phone cuz I don't wanna lose my unlimited data. Bah, it's what it is.

To the OP, we're obviously gonna disagree but I provided you with the legal definition of being "Robbed". It bugs me at work when people say their unoccupied house got robbed. I always repy back "No, you're house was burglarized. Not robbed." Again, a pet peeve that makes me whom I am.

I doubt that we'll see CDMA devices direct from Google. GSM is a more open and universal standard in cellular networking. CDMA with Sprint and Verizon has proprietary bits that probably won't be handed over to Google to use for unlocked, direct devices. They want/need the contract from subsidized phones. It's a total bummer, I'm on Sprint and would love to see it.

 

[mookster]

Gotcha, I knew there was a hang up but I couldn't recall what that was exactly. It really sucks.

 

[mike.s]

Ya, Google needs to work on their customer service. I had pre-ordered my Nexus 7 from Google. When I heard you could buy it in stores before pre-orders were being received, I called Google to cancel. They told me that I couldn't cancel and gave me some bs reason. They told me I could refuse the delivery and then wait for a refund. They said there was absolutely no way to cancel the order even though it hadn't shipped yet. Turns out there was a way. I called my credit card company and told them my card was stolen. They issued me a new credit card free of charge. About two weeks later I started getting emails from Google saying they couldn't process my old credit card and had to cancel my order, lol. I guess they can cancel the order if they want to.

 

[ricktat]

Some of the people in this thread need to quit giving this guy crap. If Walmart can figure out a way to credit your card in 2 days then Google should be able to do it too. People say there are i- kool aid drinkers in here... Well I see lots of Google-Kool aid drinkers too.

I would be mad at any company that is keeping my money. As I am still mad at Google for keeping my money from my return. It's really not that difficult. Push the button already.