Follow up to My OnTrac and Google customer service nightmare
So just got off the phone with Google CS. Finally got someone to resolve the issue after 6 hours of phone calls.
Their only answer is to refund my money and let me order it again! This process could take another two weeks before I could order another Pixel 2 XL. First they have to process the refund....that is 3 business days. Then for it to show in my account....that could take another 3 business days. Then I would be able to place another order...which may or may not take another few weeks to get to me depending on if they have stock to ship. I might not receive a replacement phone for almost a month.
For all my trouble all the Google CS offered me was $25
playstore credit and free overnight shipping
Google CS response
"Thank you for contact. I hope you morning is going well. My name is LaToya and I will be more than happy to help you. I do apologize that you have not received your package. I’ve processed a full refund for your Pixel 2 XL. Your refund will be processed in 3 to 5 business days usually, but may take up to 14 business days depending on your banking institution. I have seen it release sooner. You can always check to see if a refund has been processed by visiting ***********. I also want to offer you overnight shipping for free. When you do decided to reorder down the road, let me know and I will be happy too. Also I do want to offer you $25.00 in Google Play Credit."
Horrible customer service from Google and a very unpleasant buying experience
Looks pretty good to me, resolved issue$25 credit free shipping.
Unpleasant buying experience yes unfortunately these things happen once in awhile, frustrating yes.
I have to disagree....
Over 6 hours of phone calls...tracking down the issue. Then the whole hassle and mess of it all. Being charged for something that was not delivered. Originally ordered on 10/04....now I won't get a phone until the middle of Nov or later.......
No $25 Playstore credit and over night shipping that most reps wave anyway is not sufficient
As for Google, their CS is hit and miss. About a decade ago Verizon CS used to be that way, now they're just 90% miss.
I have heard all sorts of complaints about Verizon customer service, but I have honestly never had a problem with them. I'm not saying others haven't had problems, but they've always worked for me.
I understand most of that is policy and not much to do with CS, but in my experience they've also changed since then. Where before they'd offer you something to offset whatever issues you were having, crediting your account or waiving a fee, now they're just so sorry to hear about the issue you're having, and that's it.
A company like Google using fly by night bottom feeder couriers like that to deliver devices costing around $1000 is unacceptable. I didn't think a company as large as Google would join the race to the bottom like that. We had similar problems up in Canada with a company called Intelcom who Amazon decided to use for next day shipping. They seemed to have improved lately but Amazon was inundated with complaints in the beginning.
The established couriers like UPS and FedEx can do overnight shipping. They're not perfect but chances of crap like that happening are lower, and their tracking is much better. Google should be using them exclusively.
See, I haven't even had that problem. They actually did just waive a fee for me recently due to a problem I had. The My Verizon app wasn't even showing preorders for the Pixel 2 when preorders went live, and I spent at least 30 minutes on the phone with them trying to figure out what the problem was. I was patient and polite on the phone with them, and they ended up waiving the activation fee. I dunno. Maybe I'm just lucky. I've just never experienced the same problems others have with them, and I've been with them for over a decade.