My OnTrac and Google customer service nightmare
Ordered the 2XL 64GB on 10/04
Supposed to be delivered on 10/23 from OnTrac. I have heard bad things about Ontrac on other forums.
I work from home everyother week and this was my week to work from home so it was perefect! i would be here when the phone was delivered.
My home office is in the front room of my house. My desk faces the front window that faces the front of my house. To get to my front door....people have to cross in front of the window and I'm 20ft away fromt he window.
So on delivery day I am excited and watching every car that passed by my street! Can't wait to get hold of my new phone!
At 11AM I get an email from Google telling me my phone was delivered and to enjoy my new devcie!
I'm like whaaaat? I am right here looking out my front window at the time. No one came by no truck....no one walked up the sidewalk to my front door. I would have seen them.
So i go outside to check.....nothing. I check the bushes...side of the house. I even walk to my neightbors on boths sides of me and check their front doors and no packages.
So i start calling OnTrac had to wait 30 minutes to get a person......they say they will look into it and contact the driver and get back to me. They never called back.
Meanwhile I am IMing with Google customer servcie and explaining the whole issue. Googgle customner support takes all my info says he looked into it and belives me and will issue a replacement phone ASAP! He (Edwin) says i will get an email shortly with tracking and order confirmation because he has ahad a order specialsit processing it while he as communicating with me. So far it has been an 90 minuutes communicating with Google customer support.
So far no communication from OnTrac or Google supoort or any kind of follow up. No emails no call backs.
Wednesday morning I start call OnTrac and Google.
OnTrac says they cannot give me anymore information. they can only talk to the shipper who is Google. i ask them if they have GPS on their trucks. She says they do but it's not very accurate. I tell her GPS would prove the driver never delivered the phone. She says she cannot tell that and refuses to say anything else.
I called Google customer service.......they are hard to get a hold of! It takes me 45 minutes to speak to someone. I was on the phone with him for another 90 minutes. He said the last person i talekd to did not open the support case but he would do it. He said now I have to wait for their shipping and claims person to get back to me in 3 to 5 business days!
I am so disappointed in Google...first for using OnTrac who has a terrible reputation. Then for their horrible customer service. They are so matter of fact and detached. They act like they could careless about me being charged for a phone that I haven't received.
I told them they have the IMEI number of the phone and to disable it so no one can activate and use it.
They assure me they will get to the bottom of it and I will get another phone. But that they will ahve to refund me then wait for it to clear then process another order which might take a couple weeks to go through their system. This after waiting for 3 weeks already for the phone in the first place!
I think I will just cancel and get a refund.
Ordered the 2XL 64GB on 10/04
Supposed to be delivered on 10/23 from OnTrac. I have heard bad things about Ontrac on other forums.
I work from home everyother week and this was my week to work from home so it was perefect! i would be here when the phone was delivered.
My home office is in the front room of my house. My desk faces the front window that faces the front of my house. To get to my front door....people have to cross in front of the window and I'm 20ft away fromt he window.
So on delivery day I am excited and watching every car that passed by my street! Can't wait to get hold of my new phone!
At 11AM I get an email from Google telling me my phone was delivered and to enjoy my new devcie!
I'm like whaaaat? I am right here looking out my front window at the time. No one came by no truck....no one walked up the sidewalk to my front door. I would have seen them.
So i go outside to check.....nothing. I check the bushes...side of the house. I even walk to my neightbors on boths sides of me and check their front doors and no packages.
So i start calling OnTrac had to wait 30 minutes to get a person......they say they will look into it and contact the driver and get back to me. They never called back.
Meanwhile I am IMing with Google customer servcie and explaining the whole issue. Googgle customner support takes all my info says he looked into it and belives me and will issue a replacement phone ASAP! He (Edwin) says i will get an email shortly with tracking and order confirmation because he has ahad a order specialsit processing it while he as communicating with me. So far it has been an 90 minuutes communicating with Google customer support.
So far no communication from OnTrac or Google supoort or any kind of follow up. No emails no call backs.
Wednesday morning I start call OnTrac and Google.
OnTrac says they cannot give me anymore information. they can only talk to the shipper who is Google. i ask them if they have GPS on their trucks. She says they do but it's not very accurate. I tell her GPS would prove the driver never delivered the phone. She says she cannot tell that and refuses to say anything else.
I called Google customer service.......they are hard to get a hold of! It takes me 45 minutes to speak to someone. I was on the phone with him for another 90 minutes. He said the last person i talekd to did not open the support case but he would do it. He said now I have to wait for their shipping and claims person to get back to me in 3 to 5 business days!
I am so disappointed in Google...first for using OnTrac who has a terrible reputation. Then for their horrible customer service. They are so matter of fact and detached. They act like they could careless about me being charged for a phone that I haven't received.
I told them they have the IMEI number of the phone and to disable it so no one can activate and use it.
They assure me they will get to the bottom of it and I will get another phone. But that they will ahve to refund me then wait for it to clear then process another order which might take a couple weeks to go through their system. This after waiting for 3 weeks already for the phone in the first place!
I think I will just cancel and get a refund.
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