Send a complaint to Google Play about Nexus 7 shipping

[mud314]

There is so much to complain about I don't know where to start and if you don't understand the problem, there is probably no point in attempting to explain.

I realize you are trying to take the high road, but its less glamorous when its obvious your good nature is being taken advantage of.

Exactly, I think that guy has his head so far up Google's dark orifice that he cannot see where common sense begins.

The right thing to do was and is that all the pre orders should have been fulfilled 100% before shipments to the stores began. Not the other way around. If I sign up for a pre order I expect to get on the day off not after it's launch date. Those of with common sense get it. But let's not forget that common sense is not common.

 

[keithz]

OK so you have had to call a customers to tell them that you could not keep to the schedule and I am sure Google will do the same if they cannot get it to you in TWO TO THREE WEEKS! that was their schedule and they have not missed it yet so no need to call!

It's not just Gamestop. Ebuyer in the UK. Here in Canada, Staples, Memory Express, NCIX are all selling in stores. And are shipping on Monday.

I can understand one partner or two jumping the gun. But several partners in every country? Google clearly sucks at managing retail partners or they just dropped the ball on their end on the pre-order.

Or, as I suspect, they don't even understand what the regular public understands pre-orders to mean.

Charging me shipping to only deliver it late, smacks of trying to rip me off. Why even bother with Play store sales? They could have just gone full retail on Friday. Paying more for worse service only flies with fanboys. I value money more than that. Sorry.

 

[turbotgu]

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?

While I would normally agree with you, people who have preordered the device from the play store earliest have not been seeing any updates as far as shipping. I have seen online that people have been receiving their devices from the play store having ordered as late as the 3rd, while the poor souls who ordered on the first day have yet to see a Nexus 7 at their door... or even a tracking number.

 

[BIGsinner]

You guys complaining to Google is likely to have the opposite effect than the one you intend. Google is not mature as a retailer like Amazon. Likely their own sales and service force is very new. Cut them some slack.

They are selling these at nearly their cost and introduced it quickly. They were true to their promise on shipping... significantly beating the 2-3 week estimate. Bunch of spoiled kids are mad that a few stores made them available ahead of the preorders by only a couple of days. Seriously? You checked your order status every 5 minutes and were ticked you couldn't see any change until the money left your account? Do you online shop much?

I, for one, hope Google keeps this up. I love the Nexus line that gives me devices quickly and at a low cost. $350 for the Galaxy Nexus... wow. $250 for this excellent tablet... they're giving stuff away, folks.

So quit the whining and thank Google for their generosity, you ungrateful slobs. To put it in perspective, your alternatives are Microsoft and Apple who gouge their customers for every dime and slow play innovation to keep their sheep buying each product they produce. You want that?

While I do hope Google learns from this launch's miscues, I don't think Google is the "green behind the ears" company that you portray them out to be. Google is a multi-billion dollar company that was established almost 14 years ago. It's been a publicly traded company for almost 8 years. While they haven't fully dived into the retail industry with any other project like this one, they have been involved in countless other ventures at different levels. They have specialized consulting firms that prepped Google on retail launches. This thread isn't about the product, it's about the launch. Point is - a smaller, newer company of <200 would get away with this launch hiccup, not a multi-billion dollar company of over 33K employees.

 

[Muddyml]

While I would normally agree with you, people who have preordered the device from the play store earliest have not been seeing any updates as far as shipping. I have seen online that people have been receiving their devices from the play store having ordered as late as the 3rd, while the poor souls who ordered on the first day have yet to see a Nexus 7 at their door... or even a tracking number.

Ditto. Ordered on the 28th and I have nothing. I guess first come first serve is not a google policy.

Sent from my Galaxy Nexus using Tapatalk 2

 

[keithz]

Exactly, I think that guy has his head so far up Google's dark orifice that he cannot see where common sense begins.

The right thing to do was and is that all the pre orders should have been fulfilled 100% before shipments to the stores began. Not the other way around. If I sign up for a pre order I expect to get on the day off not after it's launch date. Those of with common sense get it. But let's not forget that common sense is not common.

Exactly. And seeing how as they did screw up, they should have simply refunded shipping to pre-orders.

It's bad enough that pre-orders pay more. But normally when you pay someone more for the same product, you do so for some reason. Whether Google said it explicitly or not, most average customers (who aren't mindless Google drones like our friend here) have an implicit understanding that they are incurring additional charges for some perceived additional value (ie. getting the device before general release or getting the Play store credit). But when you can just waltz in and buy it in the store and still get the credit, a whole week before pre-orders (here in Canada), what's the point? You are actually paying more to get worse service.

Whether Google is fulfilling its obligations or not is irrelevant. They are clearly not providing the same value to pre-order customers as their retail partners are.

 

[EJT]

This whole thing as been a study in what not to do. Poor customer service won't get you very far these days. I'm thoroughly annoyed with how things went down. I can only hope that Google learns from this mess and doesn't have the same thing come back to bite them next time around.

Of course, If there is a next time, there isn't a snowball's chance in hell I'll order from Google, so I guess it's a moot point.

 

[Yamagushi]

Jason Bauman:

" Nexus 7 is now available

Buy the new tablet from Google and get $25 credit to spend on Google Play, as well as some great free content, including your own copy of Transformers: Dark of the Moon."

 

[Yamagushi]

Google screwed over the loyalists of this product. They made it seem as if only the play store got the credits. They allowed retailers to sell before their pre-orders even began shipping. The majority of their pre-orders haven't even been charged much less shipped yet. They charged us all for 2 day shipping, which should have been free shipping, then at that announce its starting to ship on a friday, so that 2-day part just because worthless. This was a big failure on googles part. At the very least I will be demanding my shipping costs refunded. If they have any good judgement they'll hook up the preorder customers with a bonus to balance things out, Nintendo did this with the 3ds, offered 20 free games. They know the damage this did to their reputation, so I think they'll come up with some kind of amends.

As for the comments about the 1-2 weeks, they changed that 2 weeks ago. Times up on the 1-2 weeks and I haven't even been charged yet. Your argument is null.

As for the gamestop argument, its all stores, and the register previously rung up the tablets at $99,999.99. The fact the actual system has been changed shows they were given the good to go on it. Not to mention the countless other retailers selling them.

Google absolutely owes something to the people who pre-ordered from the play store, between the tax, the shipping costs for BS shipping (I've seen reports some just got plain ground shipping and didn't even receive the 2-day shipping), the late arrival to their first party pre-orders, and tricking people into thinking only Play people would get the extra credit and movie. This was a terrible launch and Google knows it. Now its time for reparations.

 

[Sniper1087]

Jason Bauman:

" Nexus 7 is now available

Buy the new tablet from Google and get $25 credit to spend on Google Play, as well as some great free content, including your own copy of Transformers: Dark of the Moon."

the funny thing about that is that it isnt true the 25 dollar credit and transformers were available on the gamestop orders as well as others who have reported they got it.

 

[keithz]

@Yamagushi

Given the lack of communication from Google, I would expect sweet f--k all.

I suggest you pick it at up a store and refuse shipment. That's the only way Google will learn. When their warehouse is getting flooded with refused orders and they have to spend extra time and money to re-inventory those and refund payments.

 

[keithz]

the funny thing about that is that it isnt true the 25 dollar credit and transformers were available on the gamestop orders as well as others who have reported they got it.

Anybody who activates the Nexus 7 gets that credit. It doesn't matter where you picked it up at all.

 

[UCLA 15]

You people are still overreacting. And you still don't know that the 1 standard obligation for a pre-order is that you will get the product when you are told you will.

The entirety of your anger is dependent on the fact that you also think pre-ordering means you get the product before B&M. That's your mistake. I am simply amazed, because I have pre-ordered so many different products online that ended up coming to me a few days after they were available in B&M. I am used to it and a weathered consumer who knows that can happen. So either you people have never shopped online before or you have had the 1 in a million experience of always buying from a company that also as a practice delivers online pre-orders specifically before B&M purchases can be made. What is it? I mean, I have heard of stories of people getting online pre-orders after B&M, read forum posts of many different products of the same thing, and personally experienced it myself so many times that it's just a part of what I know about the online buying experience. BIG name companies too, the size of a company has not had an effect in my experience on whether or not they follow that additional practice.

 

[sks1]

Instead of just sending an individual complaint, you could always try adding your name to Reddit's petition:

Economic Justice Petition: Google, Inc.: Refund shipping charge for Nexus 7 purchases made through Google Play store | Change.org

 

[peeveskam]

I have no ill will toward Google since I'm too lazy to go to a B&M. Received my notice of shipping late last night.

I feel the same way. I am a stay at home mom with a toddler. $14 in shipping is worth paying so I do not have to bring my child out. She is great in stores and is sweet, but when there are kids there are strollers, snacks to pack, lines to wait and the dreaded "I have to go potty now" as soon as you get to the register.

To those who ordered during Key-Note, I feel bad for you. I can understand the anger because you guys were "first". Unfairness stinks and I hope google can make it right with you guys.

 

[BIGsinner]

You people are still overreacting. And you still don't know that the 1 standard obligation for a pre-order is that you will get the product when you are told you will.

The entirety of your anger is dependent on the fact that you also think pre-ordering means you get the product before B&M. That's your mistake. I am simply amazed, because I have pre-ordered so many different products online that ended up coming to me a few days after they were available in B&M. I am used to it and a weathered consumer who knows that can happen. So either you people have never shopped online before or you have had the 1 in a million experience of always buying from a company that also as a practice delivers online pre-orders specifically before B&M purchases can be made. What is it? I mean, I have heard of stories of people getting online pre-orders after B&M, read forum posts of many different products of the same thing, and personally experienced it myself so many times that it's just a part of what I know about the online buying experience. BIG name companies too, the size of a company has not had an effect in my experience on whether or not they follow that additional practice.

It took me awhile, and I re-watched the Google Keynote announcing the Nexus 7 device, how much it cost, what came with it, and where you can get it. Hugo Barra says the when you PURCHASE (not pre-order) a Nexus 7 device, all the goodies ($25 credit, movie, songs, mags, book) come with your device. I, like most other people thought that the $25 credit came as a perk of pre-ordering, but it happened that I was wrong about this. (I have this image in my head of Google employees nudging each other, snickering about how all the posters have the wrong idea in their head of how the launch was supposed to go down)

Mind you, this launch could have went a lot better. Several months ago, BioWare's Star Wars MMORPG had a very complex launch, that could have went super ugly. There were different rumors all over the place on who was going to get access first. But you know what made it a successful launch? Communication. The SWTOR customer service was great at answering questions, on the phone and via Twitter. They even squashed down false rumors and let people know in the most fair and direct way of how the launch was planned out. Had Google decided not to be so coy,vague, and evasive, perhaps so many people wouldn't have felt slighted. I myself, realized that at the end of it, Google did not back out of anything they promised. Maybe they led people on further than they should, and get carried away with their assumptions (mine was the day that you received your device, was reflective on when you pre-ordered) But lesson learned. If Google decides to launch another piece of hardware, maybe they might realize constant, updated communication can build up good customer relations.

 

[turbotgu]

There is a lot of people on here saying that Google has not done any wrong here. I would have been quite content if I received my 7 a couple days after it went out at GS. But Google is now shipping devices to people that have ordered weeks after people who have yet to receive shipping information. Someone please tell me how that's fair. They answer their customer service calls first come first serve, why are the tablets shipping last come first serve. Ordering on the 27th apparently is after July 3rd.

 

[Moonbase0ne]

Instead of just sending an individual complaint, you could always try adding your name to Reddit's petition:

Economic Justice Petition: Google, Inc.: Refund shipping charge for Nexus 7 purchases made through Google Play store | Change.org

"Consumers that have pre-purchased a Nexus 7 via Google's Play store have egregiously been charged a shipping fee ($14), while consumers who pre-ordered through a retail location (e.g. Gamestop) have not."

Is this really a part of the complaint?. Of course you were charged shipping if you ordered online? I can see being upset because someone who ordered after you got their item shipped first, but to complain because you had to pay for shipping? Unless you want to drive to the warehouse and pick it, like the people who bought it from a brick and mortar store had to go pick it up, this first line/complaint makes no sense.

 

[Drapetomania]

"Consumers that have pre-purchased a Nexus 7 via Google's Play store have egregiously been charged a shipping fee ($14), while consumers who pre-ordered through a retail location (e.g. Gamestop) have not."

Is this really a part of the complaint?. Of course you were charged shipping if you ordered online? I can see being upset because someone who ordered after you got their item shipped first, but to complain because you had to pay for shipping? Unless you want to drive to the warehouse and pick it, like the people who bought it from a brick and mortar store had to go pick it up, this first line/complaint makes no sense.

Pay for two-day shipping when it wasn't shipped to coincide with launch date, which is by far the norm in this industry and in others (even book preorders are sent out that way). The shipping was rather pricey for the weight class but we took it because we expected to it either on the date of, or before, street release as is industry practice. That's certainly why people usually tolerate higher-than-normal shipping costs on preorders. Instead Google didn't even have them READY to ship on release, for most people their cards weren't even charged by then!

And then they go using that two-day shipping to ship on a Friday, completely negating the point of two-day shipping to begin with.

You do realize that we would greatly prefer to go pick it up at a store, right? Because then we'd already have it.

 

[Adam Sawyer]

"Consumers that have pre-purchased a Nexus 7 via Google's Play store have egregiously been charged a shipping fee ($14), while consumers who pre-ordered through a retail location (e.g. Gamestop) have not."

Is this really a part of the complaint?. Of course you were charged shipping if you ordered online? I can see being upset because someone who ordered after you got their item shipped first, but to complain because you had to pay for shipping? Unless you want to drive to the warehouse and pick it, like the people who bought it from a brick and mortar store had to go pick it up, this first line/complaint makes no sense.

People always want to be the first to have something... I've never understood it. What's a couple of days going to make different? It really does blow my mind. Some people come into this world thinking that other people owe them something. Google doesn't owe anybody . There was no official release date. They have not broken their word AT ALL. The only thing wrong with this launch was that Google Wallet did not allow you to modify your order once it was placed.

THIS LAUNCH WAS NOT BOTCHED BECAUSE SOMEBODY ELSE BROKE THE RULES

GET OVER YOURSELF AHHHHHHHHHHHHHHHHHH!!!!!!!