January 11, 2013 at 11:14 am #25174
In Nov 12 I decided to by my daughter a Nexus 7 as a Christmas present. I want to share this experience with as many people as I can and if possible find an email address (or real address) to complain to Google to.
As follows is my journey with Google, I hope it helps someone else out and serves as a warning to Google. This is what has happened so far…
26 Nov 12. Ordered tablet and a case to go with it, (no mention of “can only deliver to one address” at time of order).
29 Nov 12. Attempted delivery (failed).
30 Nov 12. 2nd Attempted delivery (failed).
30 Nov 12. I contact TNT, and ask for a delivery to my office at Brize Norton (20 miles away from the delivery address), they tell me they can’t deliver to my office and to ring Google directly.
30 Nov 12. I ring Google, they refuse to help and confirm that they won’t deliver to any other address except the one on the original order.
7 Dec 12. I speak to TNT (again) and explain my problem (I work away from home, like most people). They agree that it is a difficult problem but help out (now that it has been 1 week) and deliver at their expense the next Saturday. (Well done TNT)!
8 Dec 12. TNT deliver as agreed but I now feel so aggrieved by the attitude of Google that I don’t want it anymore, so I attempt to return the Nexus. I haven’t even opened the bag/box.
9 Dec 12. I use my order email and follow the “return” link to the Google Play website. I fill in a form and I get an email. That email has a link in it that takes you back to the returns form that emails a link to the same returns form, (an infinite loop).
After following the link/email chain four times I decide to call Google. That is difficult, after lots of searching I mange to find the US phone number not the UK one. However, after changing the language at the bottom to UK English (and not the default US) the UK phone number appeared (odd design).
12 Dec 12.I ring the customer services and manage to get hold of an agent to start my RMA. He sends me an email that tells me what the returns process is and that TNT will contact me in a few days to pick up the Nexus. He gives me ONE RMA number, (that will be important later on).
17 Dec 12. TNT turn up at my house a few days later and leave a “We have been” card. Not at all the process that was described by the agent nor in the “what happens next” email.
18 Dec 12. TNT try again to pick up the Nexus only this time they leave a pre-paid bag (I’m still not home). I ring the number on the card and arrange a time I will be home! TNT explains that are told to attend the house without contacting me and know nothing of the process I was expecting.
The paperwork inside the pre-paid bag is extremely confusing; it is designed for industrial clients and is not consumer friendly. The instructions included are different from the instructions in the previous email from Google.
I fill in the paperwork and add the RMA number I was given even though there isn’t an obvious please for it on the paperwork.
19 Dec 12. TNT collect on the date arranged and give me a receipt.
2 weeks go by and I start to wonder when I’ll get my money back. I call the UK customer service (CS) agents and they tell me they haven’t received it yet….. But will email me back once they have done some research.
8 Jan 13. Nearly another week goes by and I get an email from CS apologising for the delay but they can’t find my return. “Do I have a tracking number”? (I do so I email it to them).
Turns out there were two RMA numbers (one for the case and one for the Nexus), I was only given one. This might be why they can’t find the Nexus.
I am still waiting for my money back. Does anyone know how you complain to Google? The mess that is their whole logistics system is incredible. Such a successful company clearly has no idea how to handle real people and real stock. Finding a single person to speak to who has the authority to understand the issues is nearly impossible. Your help would be gratefully received but I hope this will serve as a warning to anyone planning to buy anything on-line form Google.January 11, 2013 at 5:19 pm #25179
Wow, what a shocker. Having been reading a lot of the twitter activity I think the consensus is that Google’s handling of the Nexus sales has been less than impressive.
From the supply chain through to sorting out problems I’ve seen far more negative stories than positive.
My own experience was pretty faultless, so I guess they do get it right sometimes. But if things go wrong…
I imagine that Google themselves don’t have the infrastructure in place so I guess they go into each country and work with local logistics and the manufactures.
Such a shame, three of the hottest products of 2012, a tonne of demand, yet people are walking away because the buying experience hasn’t worked out.
I hope they learn some lessons from this.
I’m afraid I don’t know of any other contact details. Google have always seemed difficult to talk to in my experience.January 11, 2013 at 11:13 pm #25182
Google UK Ltd
76 Buckingham Palace Road
London SW1W 9TQ
Phone: +44 (0)20-7031-3000
Fax: +44 (0)20-7031-3001
and UK MD is Dan Cobley, email@example.com, according to
HTH.January 12, 2013 at 10:09 am #25187
I, being an old-school type of person, and hearing about N7 stock shortages, decided to pick the best out of the bad choices of high street retail mediocraty. ARRRGH!OS were out of stock, as were PC World, probably due to their ‘pay full retail and get a free case and a £20 cashback’. I might have been tempted, but I wasn’t going to faff about waiting for them to restock or jump through the cashback hoops. In the end the Crapphone Whorehouse had one in stock and knocked £5. I bought it that very moment.January 12, 2013 at 10:46 am #25188
Got my 32Gb wifi N7 at Currys via Topcashback. Net of cashback and a Currys £10 thank-you voucher it cost me £184 with free delivery.
Google Play works great for content but physical, ummm…..
If only they could speak to their mates over at Amazon :-)January 14, 2013 at 1:32 pm #25205
Ha, I like the idea of them asking Amazon to help distribute it! Probably would have been a short meeting. “No.”
I wished I had bought at a retail store, despite pre-ordering mine weeks before release it was out in the shops before I got hold of it. Much easier to take back if you have a prob too.
Oh, and through Play I had to pay £8 delivery. Geeesh.January 14, 2013 at 7:56 pm #25216
“Ha, I like the idea of them asking Amazon to help distribute it! Probably would have been a short meeting. ”No.”
LOL. You’d want to be a fly on the wall for that one right enough :-)January 15, 2013 at 10:03 am #25225
I’ve never got the whole pre-ordering thing. But then I’m the sort of person who would want to keep their options open rather than commit to buy from a preselected supplier at a preselected (usually full retail) price.
Don’t get me started on the people who queue outside shops at midnight in the pouring rain just so they cna have the latest phone, or book, or game the very moment that it is released…January 15, 2013 at 3:07 pm #25242
TBH, wasn’t that aware of the N7’s launch, and when I was buying in November, I still didn’t know Google had re-named the market as Play and were selling hardware. Having considered Kindle HD, B&N Nook, and BB Playbook, I decided on N7 and the first place I saw it was Currys. Made sure I went through Topcashback, job done, free delivery, and out of the blue Currys sent a £10 voucher, which I used against a b/t speaker. So no, I wouldn’t have been pre-ordering. I don’t mind registering an interest, but card details – no.
And you’d never get me queueing.