Avoid buying direct from Google!

Cliecost

Hi,

I bought a phone directly from Google, because it's the cheapest place to buy it.

I ordered it in the 6th of Dec, it wasn't dispatched until the 11th. They sent me a tracking number for a parcel they sent on the 9th that made it's way to parcelforce's London depot and didn't move after that.

When I call all I get is amateurish unskilled workers who mumble and stumble with their words. I complain about how no one there is taking responsibility for the missing phone. I ask for a manager but get told that there are no managers that go on the phone.

So I called useless parcelforce who confirm that they have lost the phone.

I emailed google to tell them that it has been lost and that I would rather have my money back than continue with their awful customer services.

They tell me I have to wait for their "tier two" customer services to make a decision on if they can cancel straight away as it has been lost, but don't you ask to SPEAK to this "tier two" they don't talk to us plebs.

So now when they do cancel the order and refund me I will go someone else to but the phone I want. Useless!

DCFC79

Im actually considering buying direct from Google for the Nexus 5, your experience wont change my mind.

bod1467

#1 daughter ordered a Nexus 5 on 9th Dec. She was told it would ship 16th Dec. It actually arrived on 13th Dec. (Direct from Google)

I had generally the same experience when I got my Nexus 4 back in September. (Direct from Google).

So these two experiences trump your single experience.

Scarpacci

Whether it should stop one using Google, there is a real point here. Technology companies like Google are generally awful at customer service. When it comes to search, email, maps, etc. Google does not have lots of staff to help people. There's practically no support there and that's generally fine, but they can not enter the retail sector with as few support staff. Things can go wrong with any store. It's not something to hold against Google, but the support you get when it does go wrong is where a company shows its strengths or weaknesses.

Cliecost

Scarpacci wrote: »

Whether it should stop one using Google, there is a real point here. Technology companies like Google are generally awful at customer service. When it comes to search, email, maps, etc. Google does not have lots of staff to help people. There's practically no support there and that's generally fine, but they can not enter the retail sector with as few support staff. Things can go wrong with any store. It's not something to hold against Google, but the support you get when it does go wrong is where a company shows its strengths or weaknesses.

That's exactly my point. You other people saying what I had happen to me 'doesn't change your mind' and saying that because you had a 'good experience meaning mine doesn't matter' are missing the main issue.

Google aren't to blame for my phone being lost, that's parcelforce doing their thing. My problem is that there is next to no support. The people who answer the phone have no responsibility and no say when it comes to correcting a problem.

What any company with decent customer support would have said is - we will confirm the phone is lost with the courier and send you another by expedited delivery and claim the costs from useless parcelforce.

Instead all I get is - 'I have to refer this to the 'tier two' customer service and the shipping department and wait to hear back', it's been a week now.

If I don't hear back by tomorrow I'm going to file a sect. 75 claim.

Cliecost

Scrootum wrote: »

Pay a little bit extra.
Go to a shop, you give someone the money and they give you the phone.
Novel idea but seems to work pretty well.

Once I get my money back that is exactly what I will do.

pimento

I bought my son a Nexus 5 for Christmas and it arrived before they said it would and they didn't charge my credit card until after I'd had it for over a week.

No complaints from me. Great phone as well. Might upgrade my Nexus 4 and buy myself one.

Cliecost

pimento wrote: »

I bought my son a Nexus 5 for Christmas and it arrived before they said it would and they didn't charge my credit card until after I'd had it for over a week.

No complaints from me. Great phone as well. Might upgrade my Nexus 4 and buy myself one.

You are missing the point.

I'm not complaining about their products or their dispatch times, I am complaining about their sheer lack of service.

If you fly with Ryanair and nothing goes wrong then you are happy but if one thing goes wrong, one thing that means a lot to you then you know you are in for a rough time.

It's the same with Google. I love what they do and I love their products but Parcelforce lost the phone, I get near to no support from Google. I have to chase and pester to get anywhere!

philatio

When I bought my Nexus4 direct from Google I paid I think 9.99 for next day delivery. They didn't dispatch it for another 3 days.

I emailed to complain and they refunded the delivery charge.. thus making it free delivery.

No complaints from me on the service.