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.
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.
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