Google Support (or lack thereof)

[kenorian]

I got a 2 XL on Friday. After spending a few hours setting up, the mic was dead. OK, so that can happen.

But... spent an hour and 10 mins on hold waiting for a representative to take my call. That's just nuts. It's been 48 hours and I didn't get a promised email back. Went to the chat and waited about 15 mins for an agent. Then, this:

Scott
9:34 AM
Okay, I'm looking through the previous case now. So your is having issues with calling and you've already gone though troubleshooting. Give me just a moment to look a little deeper into this for you.

Scott
9:37 AM
I see, let me get ahold of the previous agent to look into the progress of getting the case escalated to a specialist.
Ken Norian
9:38 AM
Not happy that I have a defective piece of hardware, that can happen. But, spending an hour on hold on Saturday before I got to an agent, spending 15 mins waiting for you to respond, then having to wait more just to get a replacement unit is unacceptable customer service. Feel free to pass those comments along as well.
Scott
9:41 AM
I will certainly do so, however with the release of any new device the lines can be a bit longer. I do agree that a hold time that long is unacceptable though, I'll be sure to send a message about that.
Scott
9:43 AM
So the agent you spoke to is currently out of the office, if you reply to the email he sent you he should have a response when he first comes in. I was unable to receive any more information on the state of the escalation.
Ken Norian
9:45 AM
This shouldn't be that complicated. I spent a grand for a device, it doesn't work. Tell me how to return the one I have and when I can get a replacement. I work for a huge company with help desks on several continents. If a representative initiated a case and there hasn't been any follow up, someone else has to drive it. I'll give it a few more hours, then I must escalate.
Scott
9:49 AM
Sorry this has been such a process Ken, I definitely agree that we need more agents right now. I'll make sure that message gets relayed, do you have any other questions for me today though?

 

[Richard Servello]

How did you contact support? Did you use the in built support menu or the Google store website?

 

[kenorian]

I used the built in support, which gave the option for chat or phone, as you note. I did both. After an hour on hold and the same amount of time waiting for a chat agent (it said I was 2nd in the queue that entire time) the phone agent picked up and I closed the chat request.