So I ordered the Nexus 7 the first day it was available to order, but with the tablet not shipping out like it should I picked one up at GameStop. I refused the shipment that Google sent me and they got the shipment back on 7/20.
I called Google many times and they told me to wait 14 days for the return to process because they were very busy. Now it's been over 14 business day and Google tells me I need to be more patient.
What should I do? and how can Google do this?
Google even tried to blame the credit card company. I can't believe a big company like Google would do this. I never thought Google would make Apple look so good. And what I mean by that is Apple has very good customer service.
You should get an ipad
diecast17 said:
So I ordered the Nexus 7 the first day it was available to order, but with the tablet not shipping out like it should I picked one up at GameStop. I refused the shipment that Google sent me and they got the shipment back on 7/20.
I called Google many times and they told me to wait 14 days for the return to process because they were very busy. Now it's been over 14 business day and Google tells me I need to be more patient.
What should I do? and how can Google do this?
Google even tried to blame the credit card company. I can't believe a big company like Google would do this. I never thought Google would make Apple look so good. And what I mean by that is Apple has very good customer service.
Click to expand...
Click to collapse
just dispute the charge with your CC company.. done..
diecast17 said:
...I never thought Google would make Apple look so good. And what I mean by that is Apple has very good customer service.
Click to expand...
Click to collapse
So good of customer support, they'll hand out your password without even asking for security questions.
Not saying Google is perfect, but I've heard worse stories with Apple...
As for the charge, I would give it another week (unless you need the money for an emergency or something), and then dispute it with the credit card company.
you should have just waited the extra week. lots of us did. you wasted googles time, now they're wasting yours. sounds even to me.
call your cc company and dispute. you should get it instantly while they battle it for you.
Sent from my Galaxy Nexus using xda premium
espionage724 said:
So good of customer support, they'll hand out your password without even asking for security questions.
Not saying Google is perfect, but I've heard worse stories with Apple...
As for the charge, I would give it another week (unless you need the money for an emergency or something), and then dispute it with the credit card company.
Click to expand...
Click to collapse
It all started when Google gave out the guys alternate email address, which allowed the hacker to get into the guys gmail account. It was a combination of Google, Apple, and Amazon that made it all possible. And of those three, Google is by far the worst customer service. It's hard enough to find a phone number for them, let alone get help.
smirkis said:
you should have just waited the extra week. lots of us did. you wasted googles time, now they're wasting yours. sounds even to me.
call your cc company and dispute. you should get it instantly while they battle it for you.
Sent from my Galaxy Nexus using xda premium
Click to expand...
Click to collapse
hahaha. Have you ever disputed a credit card charge? You will be lucky to get the charge refunded within 60 days. Most likely they will give you some crap about how they are going to open up a 60 day investigation period and look into the matter. And it's going to take all 60 of those days to do it.
rman726 said:
hahaha. Have you ever disputed a credit card charge? You will be lucky to get the charge refunded within 60 days. Most likely they will give you some crap about how they are going to open up a 60 day investigation period and look into the matter. And it's going to take all 60 of those days to do it.
Click to expand...
Click to collapse
You are supposed to get the credit instantly. Who cares if the investigation takes 60 days?
spitswap said:
You are supposed to get the credit instantly. Who cares if the investigation takes 60 days?
Click to expand...
Click to collapse
This is true. They give it back instantly as a "provisional" credit until they conclude their investigation.
I been I have been waiting since 25/07/12 been phoning and emailing them they keep mentioning we are passing your case to a god damm specialist I mean who is this asshole specialist that does not even reply to you seems they got too many specialist at google that sit around and do sweet fa.
neotekz said:
You should get an ipad
Click to expand...
Click to collapse
/yawn
Sent from my Nexus 7 using xda premium
Ok I phoned my bank they are now starting up a investigation as to why I have no been refunded yet as google stated 14 working days and that has elapsed.So I rang google today and told them I spoke to a supervisor this time apparently there was no ticket opened for my case this is crazy I was assured by him my case will be dealt with in the next 24hrs let see what happens hey.
I've been chasing Google for my refund also, I refused the delivery as instructed. Called again yesterday only to be told to wait another week.
Sent from my Galaxy Nexus
nigelw said:
I've been chasing Google for my refund also, I refused the delivery as instructed. Called again yesterday only to be told to wait another week.
Sent from my Galaxy Nexus
Click to expand...
Click to collapse
Same here and they said they would escalate after I wouldn't take you have to wait longer as an answer and then they said I would be contacted in 24 hours. That was 4 days ago with still no call.
diecast17 said:
Same here and they said they would escalate after I wouldn't take you have to wait longer as an answer and then they said I would be contacted in 24 hours. That was 4 days ago with still no call.
Click to expand...
Click to collapse
I emailed Google again and they said the refund could take up to a month, but for me a month will be 8/20 unless there month means 30 business days.
diecast17 said:
Google even tried to blame the credit card company. I can't believe a big company like Google would do this. I never thought Google would make Apple look so good. And what I mean by that is Apple has very good customer service.
Click to expand...
Click to collapse
"Facepalm."
You were impatient and couldn't wait 5-7 days after official release to get your N7 from Google so you went and bought another somewhere else and now your mad at Google for your impatience?
Take it up with your credit card company, get your instant credit and move on with your life.
Worst company ever
I ordered my Nexus 7 the day they were announced thinking Google would be the only place to get them. The following day I found out that both Carphone Warehouse and Currys/Dixons would be selling them. I thought, sensibly enough, that there was no point paying for delivery when I could stroll down and pick one up. I cancelled the order, heard nothing, requested confirmation 3 times more, then got an email on 19th July telling me my order had shipped. I phoned Google and was told to refuse delivery which would automatically generate a refund when the device was returned. 3 weeks went by with no sign of a refund so I contacted TNT to confirm they had actually returned the device. They confirmed it was returned on July 20th. I've since spoken to 2 people at Google who both confirmed the return is showing on their system, both said they couldn't issue a refund and the last guy said he was referring the case to a specialist who would be able to resolve it. That was a week ago. This "specialist" can only be contacted by email (which he/she/it doesn't reply to) so I'm now in a situation where I've paid for a device I never had, which Google have confirmed they've had back for almost a month now, and still no sign of my money.
This is the most pathetic company I have ever dealt with and I am now so pissed off with them I'm about to ditch Android entirely and also move my business off the Google Apps system we currently use and move to Microsoft.I believe the term is epic fail.
Stilicho said:
I ordered my Nexus 7 the day they were announced thinking Google would be the only place to get them. The following day I found out that both Carphone Warehouse and Currys/Dixons would be selling them. I thought, sensibly enough, that there was no point paying for delivery when I could stroll down and pick one up. I cancelled the order, heard nothing, requested confirmation 3 times more, then got an email on 19th July telling me my order had shipped. I phoned Google and was told to refuse delivery which would automatically generate a refund when the device was returned. 3 weeks went by with no sign of a refund so I contacted TNT to confirm they had actually returned the device. They confirmed it was returned on July 20th. I've since spoken to 2 people at Google who both confirmed the return is showing on their system, both said they couldn't issue a refund and the last guy said he was referring the case to a specialist who would be able to resolve it. That was a week ago. This "specialist" can only be contacted by email (which he/she/it doesn't reply to) so I'm now in a situation where I've paid for a device I never had, which Google have confirmed they've had back for almost a month now, and still no sign of my money.
This is the most pathetic company I have ever dealt with and I am now so pissed off with them I'm about to ditch Android entirely and also move my business off the Google Apps system we currently use and move to Microsoft.I believe the term is epic fail.
Click to expand...
Click to collapse
I am in the same boat as you google just ain't playing ball or they ain't got a clue what's going on with refunds I would advise to ask to speak to a supervisor I did and he opened a tickete as the amateurs on the google phone desk are not referring your refund to the correct departments that's why no one is getting refunds they are so badly trained its unbelievable.
It stated on the site refunds could take 5-7 weeks to process.
Sent from my mopho
cornelious2 said:
It stated on the site refunds could take 5-7 weeks to process.
Click to expand...
Click to collapse
Link please?
All I could find was this:
http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2411741#US
Everytime I call google, the amount of time to expect a refund increases.
They received mine back on august 8th...I contacted them on the 13th via email. Received credit yesterday....
Related
Long story short, I purchased a Nexus 7 from Google Play store back in September but (surprise~~~!) it came with slightly lifted screen on the left hand side. Following that, I RMA'ed them and ordered the replacements units, for which they will put a credit hold on your account. But unsurprisingly, the replacement unit came with lifted screen as well.
Eventually I went through 3 replacement units which all have their issues. So I decided not to bother anymore and just keep my original Nexus 7. I contacted Google about that and sent the replacement units back to them.
It's been already 1 month since those units were delivered back to them and I still haven't got my refund. I have contacted Google many times and they confirm they have received the units already but so far nothing. I can't say I'm happy about that to say the least. While I'm still happy with my Nexus 7 minus the tolerable screen lift, I'm quite frustrated with the whole RMA process which they still hold over $800 on my credit card.
Anybody with similar experience or what can I do other than call them time after time?
EDIT: I just contacted google for the one last time. The rep didn't was a bit confused because I have 3 devices returned there. But she's nice enough to collect all the information and sent to their "specialists". Not long after that, I got the order cancel/refund confirmation from them.
I wonder why it took so long for them to respond before. Now that it's finally solved, however I'd be extremely cautious to order from them again...
I would contact and complain to your credit card company. They should not be holding your credit like that if they have the devices in hand.
One reason I don't want to order from Google, their process sounds incomplete when it comes to RMA. There were other stories of purple not getting refunds or credit being held after items were received.
Edit: darn auto correct, meant people, not purple
Sent from my Nexus 7 using xda app-developers app
alkemist80 said:
I would contact and complain to your credit card company. They should not be holding your credit like that if they have the devices in hand.
One reason I don't want to order from Google, their process sounds incomplete when it comes to RMA. There were other stories of purple not getting refunds or credit being held after items were received.
Sent from my Nexus 7 using xda app-developers app
Click to expand...
Click to collapse
One of the only things that put me off buying from Google itself, I found a nice electronics store and purchased from their.
Wilks3y said:
One of the only things that put me off buying from Google itself, I found a nice electronics store and purchased from their.
Click to expand...
Click to collapse
Yeah I only purchased from them because I thought the RMA process will be easier. How wrong was I.
Very similar story i had
File a Fraud charge with your bank.. Its how i got my money back.. My bank small local bank said mine was not the first to have issues with googles Return policy and time frame. Its actually illegal in Kentucky but in CA. they can take up to 3 months to give a refund or release the money .I got my money back 2 weeks after filing the charge.Eventually if the banking center gets enough filed complaints they will turn it over to the state banking commissioner. Google play store is not trying to cheat anyone. They just have no idea how to sell hardware. there support team is all from play store for apps.and they are way under staffed.The play store team has no authority to give a customer a resolution now.They have no customer compassion and say this is how it is take it or leave it... Buying from google can be a awesome experience unless you have a issue. THEN it will be worse in your life to resolve.. Do not bother contacting google further about it . it just waste more time..
BUY FROM A BRICK AND MORTAR STORE.
I truly hope one day google will resolve this issue or stop selling hardware from there play store.
getting a final refund from Google is very time consuming. They told me i think it was 14 BUSINESS days, and even that wasn't concrete. It took a month finally to get both my initial (returned) N7 and refused replacement N7 refunded to me.
They told me 15 business days as well which I waited for. But so far it's been 30 days but nothing happened.
One rep told me it's because the ticket for my original tab is still open and then he proceeded to close it. He said google wallet team will get the notice and take over to issue the refund but so far nothing.
I'm thinking about contacting my credit card bank but all the trouble really bugs me to no end.
Contact trading standards or the equivilent in your country
Sent from my Nexus 7 using Tapatalk 2
Okay, I just contacted google for the one last time. The rep didn't was a bit confused because I have 3 devices returned there. But she's nice enough to collect all the information and sent to their "specialists". Not long after that, I got the order cancel/refund confirmation from them.
I wonder why it took so long for them to respond before. Now that it's finally solved, however I'd be extremely cautious to order from them again...
Talk about getting screwed. I called in to get a replacement for my device two weeks ago and now I got one more weeks left to return this phone, but Google still have not shipped their device yet. I've contacted Google support like 3 times already, but no luck getting any info. They would send me a general email saying something like it would be shipped out in a timely manner and sometimes they would refer to my nexus 4 as the nexus 10 or the nexus 7. These people don't even read the emails they send out. Should I just send in my device to avoid the 21 days penalty? I'll be without a phone for until they shipped.
Try to contact them and explain your issue. If their shipping is delayed is not your fault so no penalty should be applied. Ask them!
Sent from my GT-I9300 using Tapatalk 2
I just had my order status for my RMA changed to pre-ordered, so I called Google Play support. It turns out the RMA's are now affected by back orders as well. So I explicitly asked the CSR about the 21 day window, he assured me that Google will not charge me if the replacement device has not shipped. He said if I am actually charged, not just a pending AUTH (which has already cleared) to just call up. He said he's never heard of it happening, they've been told by their supervisors that it won't happen, but IF it does happen they are to refund that charge.
I just contacted Google again. They said i will still be charged for the device if I don't return it within the 21 days even though they don't have a device to send out. This will be my last time I order from Google.
File a BBB report, notify your bank of the situation and give them your BBB complaint case number. Request that your bank decline further transactions from GOOGLE *Devices until further notice.
qpqpqp said:
I just contacted Google again. They said i will still be charged for the device if I don't return it within the 21 days even though they don't have a device to send out. This will be my last time I order from Google.
Click to expand...
Click to collapse
makes sense to me your doing an RMA its a faulty device why hold on to it if its not working ?
noobdeagle said:
makes sense to me your doing an RMA its a faulty device why hold on to it if its not working ?
Click to expand...
Click to collapse
Maybe the OP's phone still works better than no phone at all. Mine is deadlined, but the digitizer still works where I need it to for answering calls, and I can't go without until they decide to ship me a replacement phone.
Man I am sorry about your luck. I called Google for an RMA last night and my replacement was shipped this morning and the UPS tracking shows I will have it COB on Friday. I was actually surprised that it was shipped so quickly, as I thought there would be a delay because of the lack of stock units. I hope that you get this addressed with Google, there has to be some glitch on what is going on with your RMA.
gr8cop said:
Man I am sorry about your luck. I called Google for an RMA last night and my replacement was shipped this morning and the UPS tracking shows I will have it COB on Friday. I was actually surprised that it was shipped so quickly, as I thought there would be a delay because of the lack of stock units. I hope that you get this addressed with Google, there has to be some glitch on what is going on with your RMA.
Click to expand...
Click to collapse
Jesus, this is the same **** the pulled with ordering the phone in the first place. I ordered my phone within the first minute, didn't get it for over a week, people ordering it 6 hours later got it in two days. I RMA a week ago, now it's preordered, you RMA last night and it ships today. Dufuq Google, this is some bull ****. Not to mention the OP now being told 'll be charged for the current device before the replacement ships.
Happy for you though.
USSENTERNCC1701E said:
Jesus, this is the same **** the pulled with ordering the phone in the first place. I ordered my phone within the first minute, didn't get it for over a week, people ordering it 6 hours later got it in two days. I RMA a week ago, now it's preordered, you RMA last night and it ships today. Dufuq Google, this is some bull ****. Not to mention the OP now being told 'll be charged for the current device before the replacement ships.
Happy for you though.
Click to expand...
Click to collapse
I agree that it is bull. I don't know if it was the CSR that I talked to or what, but I just got confirmation that my replacement was delivered at my house (1 day earlier). I suggest that you continue to call them to see what is going on.
I had my RMA overnighted on 12/11
device not yet received
this is what tracking says
A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated.
gr8cop said:
I agree that it is bull. I don't know if it was the CSR that I talked to or what, but I just got confirmation that my replacement was delivered at my house (1 day earlier). I suggest that you continue to call them to see what is going on.
Click to expand...
Click to collapse
I already called like 6 times and talk to 6 different people. They elk don't seem to care. I just don't know what else I can do.
This is what I just got.
Thank you for contacting us.
You have 21 days to return the original device not 21 days to*receive* the device. You can return the device if you have the RMA and shipping label. As for a replacement device, unfortunately they are on backorder and will not be shipped for 3-5 weeks. I apologize for the*inconvenience*and appreciate your patience.
If you have any other questions please feel free to reply back to this email.
I was assured they had separate stock for RMA, probably get a better service from someone that speaks a different language to me.
Sent from my Nexus 4 using xda premium
So I received my phone on December 10th and already I had like the lamest issue in the world with it this past Sunday. I woke up and it just wouldn't turn on. When I plugged it to the charger, there was just a red light. I did everything that I knew. Nothing worked. Searched forums and no one had a real fix. So I contacted google and they're sending me a replacement. Fine.
The isn't supposed to cost me a dime (per what was told me by the representative), yet I'm missing $350.00 out of my bank account while they "hold" the money. Fine and dandy, but I didn't prepare to have a surplus of money for them to hold. I have some real big boy bills coming up that I need to take care of with my next paycheck on Friday. They've had my money since Sunday and I'm like broke right now... Brought in NYE without being able to do much because google has (is holding) my money.
Car? Repo'd. Credit cards? Suspended. House? Evicted.
But I'll have a shiny new Nexus 4 to show off at the shelter in six months when they decide to ship it.
Seriously, does anyone know how long they'll have a vice grip on my cash?
They'll hold the full amount of the replacement phone until the defective phone is returned to them and likely a day or two for processing after that until the funds are released on your CC.
morejaylesswar said:
So I received my phone on December 10th and already I had like the lamest issue in the world with it this past Sunday. I woke up and it just wouldn't turn on. When I plugged it to the charger, there was just a red light. I did everything that I knew. Nothing worked. Searched forums and no one had a real fix. So I contacted google and they're sending me a replacement. Fine.
The isn't supposed to cost me a dime (per what was told me by the representative), yet I'm missing $350.00 out of my bank account while they "hold" the money. Fine and dandy, but I didn't prepare to have a surplus of money for them to hold. I have some real big boy bills coming up that I need to take care of with my next paycheck on Friday. They've had my money since Sunday and I'm like broke right now... Brought in NYE without being able to do much because google has (is holding) my money.
Car? Repo'd. Credit cards? Suspended. House? Evicted.
But I'll have a shiny new Nexus 4 to show off at the shelter in six months when they decide to ship it.
Seriously, does anyone know how long they'll have a vice grip on my cash?
Click to expand...
Click to collapse
That sux, didnt realize google holds the money for an RMA, most times I've ever RMAed a device they ship the new unit, then if the old one isnt received in 30 days they would charge you the full amount for the new one.
This is a common misconception. Google didn't take your money. What they did was to submit an authorization for the charge, to ensure that you could pay for the replacement if you didn't return the original. Your bank/credit card company, when they receive an authorization, puts a hold on that amount so that when the actual charge comes through, they can pay it without causing you to go over your credit limit.
In this case, Google will never submit the actual charge, assuming you do return the original unit within the allotted time, and eventually your bank/credit card company will release the hold and your available credit will go back up. How long they keep the hold in place is determined by the bank/credit card company, not by Google. You should call your bank/credit card company and explain the situation; if you're a good customer, they'll probably either release the hold or give you a temporary bump in your credit limit to cover that amount.
Just did an RMA a week ago using my Bank of America checking account, they held the 350 for exactly 3 business days, then the funds became available again. You then have 21 days from the day you receive your replacement device for the device to back in LGs possession, hope that helps!
djkinetic said:
That sux, didnt realize google holds the money for an RMA, most times I've ever RMAed a device they ship the new unit, then if the old one isnt received in 30 days they would charge you the full amount for the new one.
Click to expand...
Click to collapse
That its so insecure for google, you can report your credit card as stolen, new number and done, google cant take your money out.
---------- Post added at 04:39 PM ---------- Previous post was at 04:35 PM ----------
chicotunner07 said:
Just did an RMA a week ago using my Bank of America checking account, they held the 350 for exactly 3 business days, then the funds became available again. You then have 21 days from the day you receive your replacement device for the device to back in LGs possession, hope that helps!
Click to expand...
Click to collapse
Sorry but im a little noob in RMA terms, when you RMA, The replacement phone its just for use it while LG its reparing the Original??
Sh*t
Count yourself lucky if they actually have replacement phones available. I ordered a replacement phone around November 29th and didn't get it until DECEMBER 21st. They held that $350 'hold' on my account until well after Christmas because they had no way of holding off on the charge until my warranty replacement shipped. It was kinda sh1tty.
Ironically I did the warrant replacement because the headphone jack on my original N4 was extremely quiet - as was the replacement unit's. I guess Google wants their premier device for accessing music and movies on Play to have about half the volume of a Galaxy Nexus.
What if the cc expires while they are holding the money back?
Lownita said:
What if the cc expires while they are holding the money back?
Click to expand...
Click to collapse
The bank will honor any holds placed before it expired. Same thing if you cancel the card all holds placed before you canceled will be honored.
kzoodroid said:
The bank will honor any holds placed before it expired. Same thing if you cancel the card all holds placed before you canceled will be honored.
Click to expand...
Click to collapse
False, you can't just call your bank and say "hi, i want to cancel my cc "
I work in one bank. so....
For those of you that went through the rma process, when you ship out your defective device did you get a tracking number and is the package insured? im just worried that if the package gets lost of stolen during its trip back to google, then you end up paying for both phones?
D3m0x said:
False, you can't just call your bank and say "hi, i want to cancel my cc "
I work in one bank. so....
Click to expand...
Click to collapse
Well my cc expired on 12/12 and at that point Google would have still been holding money back for RMA, but the device is on its way back, so what should I do?
Thanks!
Lownita said:
Well my cc expired on 12/12 and at that point Google would have still been holding money back for RMA, but the device is on its way back, so what should I do?
Thanks!
Click to expand...
Click to collapse
Well, at the bank where I work (In credit card department by the way lol) When your cc will expire, we create another 1 month before the expiration day, and, when expiration day comes, the system transfer all your charges to the new one and close the old cc, with the hold ammounts, when the comerce charges the old cc the bank refuse the charge but, inclute it manually to the new one.
D3m0x said:
False, you can't just call your bank and say "hi, i want to cancel my cc "
I work in one bank. so....
Click to expand...
Click to collapse
thats what I said so i don't know why you quoted me
Update:
So, I sent back my Nexus 4 via UPS with their packing and they released the money... I was a bit late on my bills, but I did call my creditors and let them know the situation, so I was fine on that end.
I was told by the rep on the phone that I would hear something back from google within 5 days regarding my device. They would at least let me know the status and how long it'd take to get a new device. Fine. I waited a little over a week before I decided to give them a call back today because I hadn't heard anything. I am right now without a phone and I'm paying for T-Mobile's service. Not Magenta's fault and they still expect their full payment money on time, even if I only used the service for a week.
Anyway, after I called Google today, I was told that they'd figure out how long it's going to take so that I can plan around not having a phone. The rep was really courteous, so I have nothing bad to say about her. Low-and-behold, within 5 minutes of getting off of the phone with her, I get push notification on my iPad telling me that Google has charged me another $349.00! Now... Why this time? I dont have my warranty device or my original device! Why am I being charged now?
I called Google again and they don't have an answer for me... So, again, I am without my money because I didn't plan on having a surplus in my account to deal with Google.
This is like the biggest headache I've ever had to go through with getting a phone.
The sad thing is that I actually REALLY like the phone... and that's coming from an all-device-apple-user.
I just want my money back into my account and my Nexus 4. Is that too much to ask? Okay, I can wait for the Nexus 4, but can I have my money?
chicotunner07 said:
Just did an RMA a week ago using my Bank of America checking account, they held the 350 for exactly 3 business days, then the funds became available again. You then have 21 days from the day you receive your replacement device for the device to back in LGs possession, hope that helps!
Click to expand...
Click to collapse
THAT was my understanding of this whole process. Now I hear from GOOGLE that I was wrong. The rep tells me now that.. "Why would we send you another device without receiving ours back? Then you'd have two devices in your possession and we'd have nothing." Does she not understand that they'll have my money in their possession? Like, the hold can turn into a charge and they can go ahead and charge me for their missing device.
That's how ANY warranty replacement has worked in my entire life:
Step 1: Call for warranty device.
Step 2: Warranty device is ordered and sent.
Step 3: Receive warranty device.
Step 4. Send back old device within allotted timeframe or risk being charged for the warranty device at full price and whatever inconvenience charge they company adds.
Not with Google, I guess... They just charge all willy nilly until you're dead broke without a dollar in your account.
Woke up this morning and Google shipped my device after a a long day of calling about this second hold and how it put me in overdraft. I was sent an email, in which I replied to them detailing my frustrations in a calm and courteous mannor... The next email I got back from them was a shipping email.
While I'm happy, that kind of leads me to believe that they are just being jerks about this phone. They just had one magically ready to ship after what I had gone through yesterday? I wasn't expecting nothing more than a "We're sorry. You should be expecting your shipment within 6 to 8 weeks." I wouldn't've even been mad about that. All I wanted was a timeframe so that I could plan around not having a phone.
This thread has gotten way off topic. I'm sure it'll be closed now. LOL!
THANKS EVERYONE.
D3m0x said:
False, you can't just call your bank and say "hi, i want to cancel my cc "
I work in one bank. so....
Click to expand...
Click to collapse
I also work at a bank. If someone wants to close their card they don't really need to give a good reason(damaged / stolen work well), we will resend a card with a new number or the same depending on why they're closing it. Not sure what you mean by you can't just cancel your card, I close cards quite regularly per customer request.
kristoff125 said:
I also work at a bank. If someone wants to close their card they don't really need to give a good reason(damaged / stolen work well), we will resend a card with a new number or the same depending on why they're closing it. Not sure what you mean by you can't just cancel your card, I close cards quite regularly per customer request.
Click to expand...
Click to collapse
But all hold backs will be transferred to the new card, although I have not yet updated my card number in google wallet, right?
kristoff125 said:
I also work at a bank. If someone wants to close their card they don't really need to give a good reason(damaged / stolen work well), we will resend a card with a new number or the same depending on why they're closing it. Not sure what you mean by you can't just cancel your card, I close cards quite regularly per customer request.
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Look, when you report your cc broke or stolen, then bank gives you other card with other number, BUT all the credit history moves to the new one, including the hold ammounts..
I sent a nexus 10 one month ago today for a refund ( got one from walmart instead) from Google and have yet to receive it.. I checked the tracking numbers ups gave me and it was delivered 20 days ago.. whats going on?
I don't really think you're going to find much help on here I'm afraid What I would do is phone UPS and find out exactly when and where it was to delivered and who, presumably, signed for it. Tell them that it's a Google return they might be able to help you. After that phone Google and be insistent, tell them what ups told you and try to get to the bottom of it.
Good luck!
Sent from my Nexus 10 using Tapatalk HD
Nickslife89 said:
I sent a nexus 10 one month ago today for a refund ( got one from walmart instead) from Google and have yet to receive it.. I checked the tracking numbers ups gave me and it was delivered 20 days ago.. whats going on?
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I have exactly the same experience. Order 2x3 Nexus 10's on the 11th of January. When the first 3 arrived two of them had their factory seal broken, so when the next 3 arrived I refused delivery (there were a ton of other reasons as well, e.g. delivered two weeks after the others) and had them sent back to Google. This was January 28th. Google received and signed for the pacakge on the 30th (tracking says Signed By: SCS 2200 BLDG), but I have yet to receive the money - over 1600$. I have mailed them numerous times, and receive vague answers like "we are so sorry...", "we are investigating the issue...", "we have assigned a specialist to resolve this issue..."... This has been going on for weeks - but still no money,
Lucky I paid with my credit card, so if I haven't received the money over the weekend I will call my CC company and have them refund me the money.
Will never buy from the Play Store again. Google has tons to learn from Apple here.
Story Time:
I ordered the Google Pixel XL 128GB (Quite Black) from the official Google Store online on April 25, 2017. The free shipping option put the device being delivered in the May 11 - May 15th window. I was okay with this as I was taking an international flight on May 16th and figured I would have the device by then. Shortly after my order on April 27th, 2017 I received an email stating that my device has been shipped and expected to arrive between May 11 - 15. This email provided a FedEx tracking number, which I closely monitored every day.
I watched as my phone slowly made it's way from Carol Stream, IL to Los Angeles, CA. Each day inching it's way across the country. It finally reached the FedEx facility in Los Angeles on May 3rd, 2017 at 4:42AM. I was pretty excited to see that it was probably going to arrive much sooner than stated. That was until I saw a status update on the tracking that simply stated "Delivery Exception - Future Delivery Requested". What? I didn't understand what this meant so I called FedEx on May 4th, 2017 and the gentleman on the phone told me he would check with the LA facility and ask them about the package. After a brief 10 minutes hold, he came back and told me that delivery exception means the delivery hub was busy and the package would be out for delivery that day (May 4th) by the end of the day.
I was satisfied and went along with my day only to find out by the end of the day that a delivery attempt was not made. May 4th came and went. May 5th came and went. No updates on FedEx tracking, and no attempted deliveries (I was home waiting for the delivery). I decided to be patient and wait until Monday morning to see if there was some update on the FedEx tracking. There wasn't.
I called FedEx first thing Monday morning and asked for some new info on my package. After being placed on another brief 10 minutes hold, I was told again that the package would be out for delivery by end of day and the rep asked me for the cell phone number of the delivery address so the driver has it. I provided it and again went along with the day waiting for delivery.
That was until I later refreshed the FedEx tracking and find this gem: 5/08/2017 - Monday 10:34 am Returning package to shipper
LOS ANGELES, CA Shipper requested shipment to be returned - Unable to deliver shipment - Returning to shipper
Okay. So I called FedEx again and asked another rep what happened and he dug a littler deeper for me and found out that a woman by the name of Donna from Ingram Micro made a request for the package to be returned to the shipper on the morning of May 5th, 2017 (this status was not listed in the tracking website). I asked FedEx for any contact info for this Donna at Ingram Micro and he couldn't help me. I set out on my own to dig for the info I needed and ended up finding a phone number for Ingram Micro support. I called and naively asked for Donna and was met with confusion. I told the rep about my issues but she was less than willing to help me out because I was not from Google. So I asked her kindly if she had some contact info at Google since it is nearly impossible to find a proper phone number online for support (even after you spend almost $1,000 on a phone). She was able to supply me with a phone number and I thanked her and went with it.
I called the number and reached a very friendly rep at Google and explained my situation (that the phone was being returned to the shipper and I saw no chance of it being re-delivered on time). She was caring and expressed her apologies but told me she is with the Google Play Store support but that she could transfer me to the Google Hardware Store people. I waited on the line for about 15 minutes before being introduced to a first level support for the Google Hardware Store. Again I explained my situation and the rep was looking at the FedEx info and told me "Sir, if you look, you can see it should be delivered by May 9th, 2017." I explained calmly to him that that is the expected date for the device to return to the shipper, not me. He didn't quite understand what was happening and he offered to call FedEx and ask them what happened. I waited for about 20 minutes and he came back and told me that FedEx didn't have any more info for him than what was on the tracking log.
He told me I should be patient and that he was confident that the device would arrive on time to me. I knew better and kindly asked him to speak to a manager to explain this more. He hooked me up with his supervisor and I went on explaining it to him as well. He was able to finally understand that the device was being returned without even one attempt to deliver it to me. He said there was nothing he could do until the device reached it's destination. He said his system would not allow him to cancel the order/ship a new device, etc. until it was no longer "in transit". He told me he would make a case number for me and put it on high priority and after the expected date of the devices return to Ingram Micro (listed as May 9th) he can help me get it straight and even ship a new device with the fastest shipping possible. He told me they would call me on May 10th and check the case with me.
They did call me today and I again received the same first level support that didn't understand the situation in the first place. He AGAIN told me that the device says it will be delivered (now somehow updated to May 12th (back to the shipper of course)) on time. I told him again to please go over the tracking log with me and pay attention to the part that says that the shipper requested the package to be returned back to them. He told me he understood now and he would check with Ingram Micro/Google Shipping and find out what happened. He called me back about 2 hours later and said he confirmed that the device was heading back to the shipping company and he will transfer me to the Google Shipping department to have them help me out.
- This story is almost over if you are still with me -
I was connected with the shipping department and the rep there told me he confirmed that it was on the way back to the shipper and he could go ahead and start a refund for me. I informed him that I did not want a refund right now and I just want the device to be delivered by May 15th as promised and to please figure out a way to send me another one with express shipping since they already know the original one was on the way back. He tried telling me that it was undeliverable and that his "security system" would not allow him to place another device in shipping until this one was back. I actually only now started to lose my patience. I told him how unfair this was. He made the mistake of informing me that if the device was lost in transit or even stolen, then he could then authorize another one to be shipped out.
I explained to him that this really was not logical that they now know for sure they are getting the device back and still won't ship another one. I ended up getting absolutely nowhere with this guy and he offered me the great deal of initiating a refund for me. He offered it like it was some kind of compensation. To be refunded for a device that I paid for and did not get... this was too good for me to pass up, so I took him up on his offer and agreed to the refund and expressed my deep feelings of frustration to him. At this point, I am not sure I will ever order another Google device from the Google store. I love Google. I always have. This was an incredibly disappointing experience and I have no idea what phone I am going to buy now since I had my heart completely set on this device.
TLDR; I ordered a $1,000 Pixel XL. The shipping company made some error and had it sent back to them before even attempting to deliver to me. Google support was hard to reach and offered no help except for a refund. Thanks Google.
To be honest seems to me you're just *****ing the ***** yes you didn't get your device but you got your money back so you weren't ****ed. To be honest I don't understand the point of this post besides the ***** moan and complain
kitila said:
To be honest I don't understand the point of this post besides the ***** moan and complain
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What's wrong with that?
Have a little empathy, sheesh.
Sorry to hear about the suck experience you had getting with NOT getting your phone.
kitila said:
To be honest seems to me you're just *****ing the ***** yes you didn't get your device but you got your money back so you weren't ****ed. To be honest I don't understand the point of this post besides the ***** moan and complain
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If that is all you got out of that story, then you are just as bad as Google was during this whole ordeal.
Man I am really sorry that this happened to you!
That sucks. Mine was way over a month so I cancelled it and ordered from project fi. Got to my house in 3 days. And it comes from the exact same place.
Great read. It must have taken you a lot of time so thank you for the effort. I think you need to find a supervisor that will credit you for at least $100. Then buy another one and have them ship free expedited. Good luck. The device is worth it.
Sent from my Pixel using XDA-Developers Legacy app
Post best left for reddit.
Package probably didnt have a phone in it.
parakleet said:
Post best left for reddit.
Package probably didnt have a phone in it.
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What kind of stupid responses are these?
Sad for you.
Had the nearly the same with my daydream. As soon as I saw sent back to deliverer I called Google. And they just asked if I want a refund or another device. But in my case they sent it out on the same day. Maybe because of the lower price.
Well at least you got your money back in a timely manner. Human error happens, I wouldn't hold it against Google. Just make sure you go ahead and get the Pixel XL because it's an amazing phone! Now, deep breath... LOL
So just take refund and order again, seems like the easiest option...