Send a complaint to Google Play about Nexus 7 shipping

[roblox84]

What angry customers? Google is shipping the device EXACTLY when they said they would. If someone is angry, they're being irrational. Google doesn't have to give them an answer beyond. "we said you would get your product in 2-3 weeks, you'll have it within that timeframe."

Well I don't know about you but most people on here sound pretty angry to me. Also, it was implied at the pre order that we would get it in 2-3 weeks as well as before any retailer got it. If this wasn't the case Google would have stated at the IO conference that you can pre order it from us or you can get it earlier minus the shipping at your local retailer.

 

[Jedi Neo]

For what's it worth my local GS (100 miles from Google HQ) + two others in the area has inventory yet has not allowed preorders to be picked up. They could not give me an offical reason. So this is not a company wide GS release.

How many times can google state Mid-July or 2-3 week time frame? If word did not leak that units were sitting at UPS hubs would that change your position?

Retail also gets items early because they have to inventory, tag and possibly setup displays. Must like the dvd's being released on Tuesday are sitting in the back room collecting dust until release day.

 

[Menno]

Well I don't know about you but most people on here sound pretty angry to me. Also, it was implied at the pre order that we would get it in 2-3 weeks as well as before any retailer got it. If this wasn't the case Google would have stated at the IO conference that you can pre order it from us or you can get it earlier minus the shipping at your local retailer.

Where did they imply you'd get it before a retailer would get it? They said "it is up for pre-order today in our store" and OTHER stores announced their own pre-order plans.

This years IO was almost totally Google exclusive. Why would they tell you where else you could buy the product when they were selling it directly?

Does apple tell you when best buy gets the updated imac models? Does Microsoft tell you when your local store will sell the Surface, or do they only tell you when you can get it direct?

Yes, people on this forum were angry. But people from this forum also believed that Verizon Galaxy Nexus customers deserved a free galaxy S3 because of the injunction apple levied against the Galaxy Nexus.

 

[Jedi Neo]

Well I don't know about you but most people on here sound pretty angry to me. Also, it was implied at the pre order that we would get it in 2-3 weeks as well as before any retailer got it. If this wasn't the case Google would have stated at the IO conference that you can pre order it from us or you can get it earlier minus the shipping at your local retailer.

I don't understand this argument either. Was it implied or expected that if you ordered from the play store you'd receive it early? In addition they want to promote the play store, so why advertise you can purchase it else ware? Do infomercial promote you can buy the same item at wal-greens minus S&H?

Sometimes too much info is a bad thing. I think most of the anger stems from word leaking units are at UPS and GS. People expected them to ship ASAP, even though the payment has yet to be processed. Was it wrong for Google to send them to UPS hubs? No, not if they were planning a massive US/UK launch.

 

[roblox84]

Where did they imply you'd get it before a retailer would get it? They said "it is up for pre-order today in our store" and OTHER stores announced their own pre-order plans.

This years IO was almost totally Google exclusive. Why would they tell you where else you could buy the product when they were selling it directly?

Does apple tell you when best buy gets the updated imac models? Does Microsoft tell you when your local store will sell the Surface, or do they only tell you when you can get it direct?

Yes, people on this forum were angry. But people from this forum also believed that Verizon Galaxy Nexus customers deserved a free galaxy S3 because of the injunction apple levied against the Galaxy Nexus.

I guess it doesn't really matter now. I can tell you that IF I ever pre order another Google device I will be ordering one from a retailer and one from the play store just in case. This is my first pre order ever, you live and you learn.

 

[Scooter88]

[YT]http://www.youtube.com/watch?v=TRTkCHE1sS4[/YT]

 

[Unicorn Rancher]

The only reason gamestop factors into the equation is because people think it proves something, which in my first post I said it didn't. the inability to believe this is why it keeps coming up. Gamestops orders have NO bearing on playstore orders. Never have, never will.

That may be true for you. For other people, being able to get it sooner and at a lower price (no shipping) may be a significant factor.

Customers are being logical, not childish, when they choose to get a product sooner and at a lower price through a different sales channel. The inability to believe this may turn into a problem for the Google Play store. However, it's not my problem. I got mine.

P.S. There has been no communication to me from Google this week, so I'm following their lead. They will find out my pre-order is canceled when UPS returns the box to them.

 

[EJT]

I'd just like to point out a few things. First, had any of us known that we could order from a retailer, pay no shipping, and get the device earlier, we all would have. Second, it is not only Gamestop. Sams Club (Walmart) is also selling them. It's individual stores as well, not company wide...for both of them.

It appears as though the biggest issue anywhere was communication. No, I'm not talking between Google and customers (yeah, I'd have liked better communication, but that's another ball of wax), but between Google and retailers. From what I gather, some stores didn't get the friggin' memo, and were selling out the door, while others did, and aren't.

This whole launch has been wacky. I think the fault lies not just in one company or person, but in them all. Google are too amateurish when it comes to retail to handle a launch of this magnitude on their own. Retailers are too shady to be trusted. Communication that gets there too late or not at all doesn't do any good. In the end, there are a lot of frustrated customers, and that's bad for business, pure and simple.

 

[Menno]

That may be true for you. For other people, being able to get it sooner and at a lower price (no shipping) may be a significant factor.

Customers are being logical, not childish, when they choose to get a product sooner and at a lower price through a different sales channel. The inability to believe this may turn into a problem for the Google Play store. However, it's not my problem. I got mine.

P.S. There has been no communication to me from Google this week, so I'm following their lead. They will find out my pre-order is canceled when UPS returns the box to them.

And if Google does what people expect them to and makes sure that street date penalties are a lot harsher next time, what then?

There was NO indication that GS would violate street date meaning pre-orders there would be available first. It should have NO bearing in future purchases.

And yes, people complaining on a forum that google "owes" them something is childish.

PS: Why would google communicate anything with you this week? Do you get emails from amazon reminding you that a product is coming? I don't. I get a confirmation, and a shipment notice. That's it. That's the standard, one Google is meeting.

 

[steve dave]

The claim that Google forbid sales is BS. Gamestop isn't the only retailer selling them today.

Sent from my SAMSUNG-SGH-I747 using Tapatalk 2

 

[worldfoot]

Why do you need to complain? because you ignored the big lettering that said "Ships in 2-3 weeks"
or because you didn't know that Gamestop is Notorious for ignoring street dates and Google being new to retail most likely didn't make the penalties for ignoring street date harsh enough?

How did Google mishandle Shipping to pre-order customers? They still have almost a full week to ship the FIRST pre-orders before they're considered late.

How about instead of overwhelming their support lines with pointless complaining, we wait until there is something significant to complain about?

WHAT A LOAD OF CRAP! I was an executive for Gamestop and THEY NEVER BREAK STREET DATES! People get fired at ALL levels at GME for this.......NEVER HAPPENS! They would have gone to Google (if in doubt) for clarification BEFORE selling the N7.

I was with them for 7 years and find it HILARIOUS that people say things about them that ARE NOT TRUE! If you sell anything EARLY the vendor will cut you off or cut you back in the future on other good product.

 

[Menno]

WHAT A LOAD OF CRAP! I was an executive for Gamestop and THEY NEVER BREAK STREET DATES! People get fired at ALL levels at GME for this.......NEVER HAPPENS! They would have gone to Google (if in doubt) for clarification BEFORE selling the N7.

I was with them for 7 years and find it HILARIOUS that people say things about them that ARE NOT TRUE! If you sell anything EARLY the vendor will cut you off or cut you back in the future on other good product.

Let me google that for you

 

[Unicorn Rancher]

I don't understand why you're so upset I got one cheaper and quicker than Google was willing (not able, willing) to deliver and, as a direct consequence, the preorder is surplus to my needs and I won't take delivery.

P.S. Communication is a two way street. I'm respecting that and acting accordingly.

 

[keithz]

Gamestop doesn't explain why ebuyer is shipping early in the UK or some Staples/NCIX stores are selling now in Canada.

Clearly Google dropped the ball. They screwed over their most loyal customers.

The take-away here is simple: Next time order through a retailer. Google is clearly happier with lower margins from their retail partners than your business. They'd rather eat the shipping costs and accept the lower unit price that a retailer would force on them, then offer you any value for your loyalty through a pre-order.

 

[Unicorn Rancher]

The take-away here is simple: Next time order through a retailer. Google is clearly happier with lower margins from their retail partners than your business. They'd rather eat the shipping costs and unit price that a retailer would force on them, then offer you any value for your loyalty through a pre-order.

/THREAD

 

[worldfoot]

I'd just like to point out a few things. First, had any of us known that we could order from a retailer, pay no shipping, and get the device earlier, we all would have. Second, it is not only Gamestop. Sams Club (Walmart) is also selling them. It's individual stores as well, not company wide...for both of them.

It appears as though the biggest issue anywhere was communication. No, I'm not talking between Google and customers (yeah, I'd have liked better communication, but that's another ball of wax), but between Google and retailers. From what I gather, some stores didn't get the friggin' memo, and were selling out the door, while others did, and aren't.

This whole launch has been wacky. I think the fault lies not just in one company or person, but in them all. Google are too amateurish when it comes to retail to handle a launch of this magnitude on their own. Retailers are too shady to be trusted. Communication that gets there too late or not at all doesn't do any good. In the end, there are a lot of frustrated customers, and that's bad for business, pure and simple.

I cant speak for anyone other than Gamestop...BUT...EVERY STORE in the USA gets a well defined release date list and WILL NEVER break release dates or they will lose their job. Also, all stores in the USA (both Gamestop and EB) get instant emails on their POS (registers) all day long. Should repeated stores break release date, then the District Manager would be in trouble.

You are incorrect. Google owns this one.

 

[Menno]

I don't understand why you're so upset I got one cheaper and quicker than Google was willing (not able, willing) to deliver and, as a direct consequence, the preorder is surplus to my needs and I won't take delivery.

P.S. Communication is a two way street. I'm respecting that and acting accordingly.

I'm not upset about that. You got it early. Good for you. Look forward to the review.

What I'm "upset" about are people claiming that Google "owes" them something for sticking to their word. We don't know why the shipments didn't happen when they were obviously planned for, but the days they ARE shipping are still within the timeframe Google initially promised.

And you have yet to give me a single example of where Google failed to communicate to you and you have a reasonable expectation for communication (as in, other companies have done the same)

 

[Menno]

/THREAD

That's only if Google knew gamestop would do this. There is NO indication that they did. (and common sense and previous examples point to that they didn't know).

 

[Menno]

Gamestop doesn't explain why ebuyer is shipping early in the UK or some Staples/NCIX stores are selling now in Canada.

Clearly Google dropped the ball. They screwed over their most loyal customers.

The take-away here is simple: Next time order through a retailer. Google is clearly happier with lower margins from their retail partners than your business. They'd rather eat the shipping costs and accept the lower unit price that a retailer would force on them, then offer you any value for your loyalty through a pre-order.

Where did they drop the ball? What in your scenario can't be explained by them saying "hold off the release date a few days" and the companies ignoring them?

 

[Menno]

I cant speak for anyone other than Gamestop...BUT...EVERY STORE in the USA gets a well defined release date list and WILL NEVER break release dates or they will lose their job. Also, all stores in the USA (both Gamestop and EB) get instant emails on their POS (registers) all day long. Should repeated stores break release date, then the District Manager would be in trouble.

You are incorrect. Google owns this one.

That's why there are dozens of well-documented examples of Gamestop ignoring street dates, including a rather famous one in 2009 where they went on the record defending their decision to sell Modern Warfare 2 early.