Disgusted with Google.

[ugaco07]

Google's retail customer service leaves a lot to be desired. I had all kinds of trouble trying to return a GSM Nexus a few months. Took 7 phone calls just to get a RMA and return label and then took several weeks once they received it to process a refund. Whole process took about a month....which is really just unacceptable.

There are many things that Google does well. For the moment, retail is not one of them.

 

[retsaw]

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 took the phrasing, using the word "robbed" as hyperbole, not a literal description of what happened and therefore not worth correcting.

But if you're going to be pedantic, at least get your grammar right.

Sent from my Nexus 7 using Android Central Forums

 

[treotimAC]

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.

The OP is way off on intent. Crappy service is one thing but to say Google is intentionally stealing money is just silly.

Sent from my Nexus 7 using Android Central Forums

 

[ricktat]

The OP is way off on intent. Crappy service is one thing but to say Google is intentionally stealing money is just silly.

Sent from my Nexus 7 using Android Central Forums

If you gave your buddy at work $10 to buy you lunch today and then called him and said nevermind... don't buy my lunch... and 2 months later he still hadn't given you your $10 back and only had lame excuses.... Yes you would think he had stolen your money.

Processing a credit for a return is not Rocket Science. Google feels that is. They need to fix the broken system.

 

[mookster]

I took the phrasing, using the word "robbed" as hyperbole, not a literal description of what happened and therefore not worth correcting.

But if you're going to be pedantic, at least get your grammar right.

Sent from my Nexus 7 using Android Central Forums

Thanks, I'm a stickler about there, their and they're as well as you're and your. I blame the autocorrect on my macbook as it's goofed me up a few times in the past.

 

[Lakhota]

The man told the representative to cancel the order, they decided to ignore him and charge him anyway. Sounds like theft to me. Shame on Google, I'll think twice about ordering a Nexus device now after reading all these horror stories.

 

[mookster]

Theft is a more appropriate term than being robbed. Thanks for breaking my mental brain freeze. BTW, to keep things on topic, the nexus 7 is the bomb. Forgot mine at a friends house over the weekend, hopefully he does't try and knick it from me.....

 

[KitN]

If you gave your buddy at work $10 to buy you lunch today and then called him and said nevermind... don't buy my lunch... and 2 months later he still hadn't given you your $10 back and only had lame excuses.... Yes you would think he had stolen your money.

Processing a credit for a return is not Rocket Science. Google feels that is. They need to fix the broken system.

Bingo!

The man said cancel the order days in advance of processing, charging the debit card and shipping the unit. At that point it was an UNAUTHORIZED CHARGE. They did not have the right to charge him for an order canceled in advance. PERIOD. To do otherwise is walking into credit/debit card fraud territory. No bueno!

Google needs to refund this man's money posthaste!

Sent from my Nexus 7 using Tapatalk 2

 

[tee3]

Thanks for all the positive comments.

Maybe "Robbed" wasnt the best term to use, but its how I feel at the moment.
Maybe "fraudulently debited my card" would be more acceptable?

Anyway, a slight update, after requesting callbacks that are yet to happen, and opening new complaint cases Ive finally recieved a response to the email I sent 2 weeks ago.
They are now asking for a tracking number for the return... which is laughable as I have clearly stated it was never delivered so the only tracking info I have is the number Google gave me when the first shipped it!
It really does seem that they just like to stall and send you around the houses to drag things out... its the kind of thing you expect from one of the large financial institutions

My bank are involved and Ive informed them that it was an unauthorised transaction.

Considering the UK banks get such a bad press for customer service, it says a lot about Google that the bank is doing better than they are in this case!

At the rate this is going my daughter may get her birthday pressie by Christmas

 

[tee3]

Update...

On the 9th October Google supposedly made a refund. Thats 8 working days past.

Today I have spoken to my bank. There is no refund. There is no refund pending.
They tell me that even from a foreign account a payment should take no more than 5 working days.

I have now reported the original debit from my account as unauthorised, and as such have had to make a statement which will be passed to the police.
I would urge anyone in the same position to do the same. Dont wait for Google to sort it out, because they simply wont.

So... to borrow from the analogy posted earlier.
I give someone ?10 to get my lunch, then call them to say dont bother because i wont be here when you get back with it.
They get me the lunch anyway, bring it back to the office knowing i'm not there, then decide to eat it themselves.
I complain to them and they promise to pay the money back, but I have to ask and ask and ask for the money over a period of 2 months.
Eventually they tell me that they have paid it into my bank account, but after 11 days I still dont have it.
They ignore my request to tell me where its been paid into as its certainly not my bank account.
I then have to consider legal action to get my money back from my ex friend who i will tell everyone I know that knows him what a fraud and a shyster he is.

Google. You are that " ex friend"

 

[Tom S.]

Was it a Mastercard/Visa type debit card? If it was, you have the same protections as if it was a credit card. I hope it works out for you. I would also pursue it with the shipping company, if it shows it was delivered to the wrong address.

Why not try calling Google HQ? Here's the link I found.

http://www.google.com/intl/en/about/company/facts/locations/

Just make sure you don't pay long distance charges.

 

[ChromeJob]

.... Dont wait for Google to sort it out, because they simply wont.

....

In a lot of cases, you have to make an honest effort to resolve a problem with the vendor before disputing with your card issuer. Granted, you've done that. But you're not helping others by offering contrary advice.

I appreciate how angry you are. I've experienced this myself. Doesn't justify getting others to throw their toys out of the pram for you.

 

[6tr6tr]

CALL them, don't email. 0800 328 6081 (This is the UK number since you used pounds, I assume you're there, if you're in the U.S., get the 1-800 number from the nexus website U.S. Nexus Help)

 

[ricktat]

I used all the case# emails that they had sent me and emailed them 8 times a day for 3 days. They finally stopped blaming my bank and said the money would be there in 4 days. It was in the next day.

From the time Google play said the account was refunded it was over 3 1/2 weeks for the cash to get to me.