Is Google too big to worry about satisfaction?

[Mtikoian]

The one fundamental characteristic to achieving a high level of customer satisfaction and loyalty is proactive communication. To anyone that dismisses this as insignificant it is statistically proven to be among the most important attributes of a companies success.

Its painful to see how horrid a job Google has done with the Nexus 7, painful because I love just about everything else about them.

A perfect example of how poor a job they are doing is simply looking at the other thread on this forum "Google has started shipping" in it the author details a message that is recorded when you call the play store phone....

That is exactly the type of thing that is driving the frustration. That message should have been sent in mass email to all the play store pre-order purchasers letting them know. Instead someone calls and reports back to the community and its up to us to decide whether its fact it fiction.

I'm sick of calling the play store, I've called them twice and both times the only meaningful fact the support could muster up was that "my card will only be charged when the product ships. You will receive a email with a tracking number when that happens"...

As funny as it is through out all of this, that is in fact the one thing that has failed. My card was charged more than 12 hours ago. I haven't received any automated "we charge your card" or "shipping soon"....

I can understand that most who read some or all of this topic and think its a dramatic over reaction and/or its just a toy, or my personal favorite that Google has done everything its promised. Those sentiments are not lost on me, my expectations were just far above what the outcome so far has been. Regardless of how amazing the device is if it comes bundled with googles cloud full of sh##ty service the kindle fire suddenly looks much more appealing.


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[ucfgrad93]

Those sentiments are not lost on me, my expectations were just far above what the outcome so far has been. Regardless of how amazing the device is if it comes bundled with googles cloud full of sh##ty service the kindle fire suddenly looks much more appealing.

When Google put the Nexus 7 up for pre-order the website stated that it would ship in 2-3 weeks. We are still in that time frame. It is not Google's fault that you expected more from them than what they promised to do.

 

[BIGsinner]

Judging from the reactions of slighted customers (not just this forum) I would have thought to hear an official statement by now from Google. If not to apologize for the misunderstanding, then to defend themselves that they have met stated promises for pre-orders.

 

[Ravynmagi]

When Google put the Nexus 7 up for pre-order the website stated that it would ship in 2-3 weeks. We are still in that time frame. It is not Google's fault that you expected more from them than what they promised to do.

Unfortunately for Google, we expected more because most other companies do deliver more. Such as a solid release date and coordinating the shipping of the device so you receive it the day it releases.

 

[Ravynmagi]

I don't think the issue is Google doesn't care about customer satisfaction. I think the problem is Google just isn't good at releasing hardware yet. They haven't had much practice. I'm not sure, but I think the Nexus 7 is the first brand new piece of hardware they launched from their website. Galaxy Nexus had already been around by the time it showed up on Play and I think it's been a long while since they sold a previous Nexus phone.

This was probably the biggest thing Google has had to do so far regarding a physical product launch. And it was bumpy. I think they messed up a few things (such as I mentioned in my previous reply). But I think they'll get better. I'm sure I'll forgive them come next Tuesday when I finally have the product in my hands.

 

[Ftspyder]

Judging from the reactions of slighted customers (not just this forum) I would have thought to hear an official statement by now from Google. If not to apologize for the misunderstanding, then to defend themselves that they have met stated promises for pre-orders.

Agreed! At least to keep there fanbase at easy. Im past the initial drama, i just want my tablet.

 

[Ravynmagi]

Judging from the reactions of slighted customers (not just this forum) I would have thought to hear an official statement by now from Google. If not to apologize for the misunderstanding, then to defend themselves that they have met stated promises for pre-orders.

I'm not surprised. Google is probably going to just stay quite and everyone will settle down in a few days once they have their tablet. I suspect most of us will barely even remember this a week from now. I'm disappointed, but not hold a grudge disappointed.

 

[christopher wice]

I am still waiting 11:21 pm July 13.
No notice, no apology.
I ordered on the 27th. I think this is quickly escalating up to the executives at #google. Just waiting for one of them to stand up and say to sales Just apologize already, then fire the person responsible.

 

[Mtikoian]

I don't think the issue is Google doesn't care about customer satisfaction. I think the problem is Google just isn't good at releasing hardware yet. They haven't had much practice. I'm not sure, but I think the Nexus 7 is the first brand new piece of hardware they launched from their website. Galaxy Nexus had already been around by the time it showed up on Play and I think it's been a long while since they sold a previous Nexus phone.

This was probably the biggest thing Google has had to do so far regarding a physical product launch. And it was bumpy. I think they messed up a few things (such as I mentioned in my previous reply). But I think they'll get better. I'm sure I'll forgive them come next Tuesday when I finally have the product in my hands.

I think those are great points. I often compare Google and Amazon so my expectations were to at least be notified consistently and be able to manage the order online.

Google play is making all the marginal profit when compared to other retailers who offer no shipping fee and no sales tax. Its a shame we were locked into this when our Preorders weren't a priority over 3rd party vendors.

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[dougf4]

"The customer defines quality."

Some on this board do not grasp this fundamental concept of business.

If there is a perception of being slighted as a customer, then an "in-touch" company should react to change that perception.

Google has made zero attempt at this.

It is the quality that sets the Amazon's, LLBean's, Nordstroms and one of my favorite company's - Newegg apart from the show me your money companies.

Google should be scrambling to set things straight, but I don't believe they know how to.

They're probably so full of all their past success that they can't smell the coffee.

Gamestop 1
Google 0

 

[theduder]

I think they handled it like engineers, which is to say engineers don't know squat about such things. They need to hire some folks who know how to do it right.

I think Google has to care, because it's a glaring example that they still have to grow/improve in some areas simply to "measure up" to what others in the industry find second nature.

 

[whip it good]

When Google put the Nexus 7 up for pre-order the website stated that it would ship in 2-3 weeks. We are still in that time frame. It is not Google's fault that you expected more from them than what they promised to do.

Exactly true. This is the key to the whole situation and your future relationship with Google.

If you loved how Google handled the launch, you can expect the same level of service in the future.

If you disliked how Google handled the launch, you too can expect the same level of service in the future.

Let that be the guide to whether you should purchase Android hardware or apps or content from Google in the future, or if you might be happier doing business with other retailers.

 

[theduder]

Exactly true. This is the key to the whole situation and your future relationship with Google.

If you loved how Google handled the launch, you can expect the same level of service in the future.

If you disliked how Google handled the launch, you too can expect the same level of service in the future.

Let that be the guide to whether you should purchase Android hardware or apps or content from Google in the future, or if you might be happier doing business with other retailers.

I am not so pessimistic. Google continually tries to improve. They're chasing a benchmark in the phone/tablet space. They have exceeded it from a technology perspective but would do well to continue to strive to improve in areas such as this one.

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[Drapetomania]

When Google put the Nexus 7 up for pre-order the website stated that it would ship in 2-3 weeks. We are still in that time frame. It is not Google's fault that you expected more from them than what they promised to do.

The only reason you people keep making this excuse on Google's behalf (due to fanboyism) is because the entire time when they first put that up they implied that availability was, for the time being, exclusive to the Play store and did not say a word about alternate means of obtaining it. They did this so they would have higher margins from direct order of the product and possibly to obtain a little extra money from the high cost of shipping (which is typically above-that for two-day shipping for an item under 1 lb anyway).

It turns out, then, that they did have a retail presence, which isn't the issue--the issue was that since they do have a retail presence, then they have a launch date, and pre-orders then are not getting any benefit to pre-ordering (especially at the cost of shipping) and are actually getting it after launch, which is not very typical in the world of consumer goods. Thus they were able to say it would ship in mid-July, because there was no expected/known retail release and thus did not say anything about a launch date. Compare to the Kindle and Ipad, where they either arrived in the mail early or on retail launch day.

Google dug its own hole when it said "pre-order" instead of "order." They called it a pre-order but fulfilled it like a regular order, right down to not even fulfilling the earlier orders before the first orders, since there seems to not be a relationship between when a person ordered and when they shipped.

 

[theduder]

The only reason you people keep making this excuse on Google's behalf (due to fanboyism) is because the entire time when they first put that up they implied that availability was, for the time being, exclusive to the Play store and did not say a word about alternate means of obtaining it. They did this so they would have higher margins from direct order of the product and possibly to obtain a little extra money from the high cost of shipping (which is typically above-that for two-day shipping for an item under 1 lb anyway).

It turns out, then, that they did have a retail presence, which isn't the issue--the issue was that since they do have a retail presence, then they have a launch date, and pre-orders then are not getting any benefit to pre-ordering (especially at the cost of shipping) and are actually getting it after launch, which is not very typical in the world of consumer goods. Thus they were able to say it would ship in mid-July, because there was no expected/known retail release and thus did not say anything about a launch date. Compare to the Kindle and Ipad, where they either arrived in the mail early or on retail launch day.

Google dug its own hole when it said "pre-order" instead of "order." They called it a pre-order but fulfilled it like a regular order, right down to not even fulfilling the earlier orders before the first orders, since there seems to not be a relationship between when a person ordered and when they shipped.

I agree with all your points, but the importance of the "hows and the whys" is dwindling. The big issue is that Google has a significant number of angry customers. It controlled its own fate and as you say, "dug its own hole."

The only remaining question is whether or not anything will be done to appease customers. Anger and appeasement is a natural, healthy, and often powerful dynamic for both seller and buyer. Short circuiting it deprives both sides of an opportunity.


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[EJT]

At this point, I'd just like to know what the hell happened to cause this launch to be so craptastic. Just an honest, concise statement from Google about what happened, why it happened, and what Google will do to make sure the situation is rectified so that this doesn't happen again. That's all. Just some communication. This whole tight-lipped, blackout nonsense is what has me the most irritated.

Seriously Google, just bite the bullet and tell us the truth. Is that really too much to ask?

 

[ucfgrad93]

The only reason you people keep making this excuse on Google's behalf (due to fanboyism) is because the entire time when they first put that up they implied that availability was, for the time being, exclusive to the Play store and did not say a word about alternate means of obtaining it.

Sorry to disappoint you, but I don't own any products from Google. Hell, I don't even own an Android device. And by "you people" you must mean those of us with more than 2 brain cells to rub together.

Google put a device up for sale and said that it would ship in 2-3 weeks. You and others willingly put up your money for the product and by doing so agreed to the shipping terms. Google has honored those terms but you and others keep getting your shorts all up in a bunch because some other people have received their tablets first.

Google doesn't owe you squat.

 

[Drapetomania]

Sorry to disappoint you, but I don't own any products from Google. Hell, I don't even own an Android device. And by "you people" you must mean those of us with more than 2 brain cells to rub together.

Google put a device up for sale and said that it would ship in 2-3 weeks. You and others willingly put up your money for the product and by doing so agreed to the shipping terms. Google has honored those terms but you and others keep getting your shorts all up in a bunch because some other people have received their tablets first.

Google doesn't owe you squat.

So if Google instead did a surprise street retail launch of July 1st and pre-orders still had to wait until mid-July, you'd be cool with that? Same principle, a little longer timeframe involved. You cool with that logic?

Please answer, I want other people to laugh at you.

 

[ucfgrad93]

So if Google instead did a surprise street retail launch of July 1st and pre-orders still had to wait until mid-July, you'd be cool with that? Same principle, a little longer timeframe involved. You cool with that logic?

Please answer, I want other people to laugh at you.

Is that what happened? No it isn't. Some stores started selling the tablet on the same day Google started shipping the pre-orders. Big deal.

 

[theduder]

This thread was about Google and the likelihood it cares about customer satisfaction.

The details hardly matter at this point.

A significant number of customers feel wronged and are angry. Regardless of whether Google deserves it or not, it has a customer service issue to deal with.

Once a customer is angry, it's rarely advisable to tell them they have no business feeling that way.

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