If there is one thing that Google needs to change. It is this...
Monday, October 15, 2012 at 2:40AM So I did what I had to do: try to work with Google’s notoriously foul tech-support team. They immediately told me that to exchange it, they would have to put a $200 hold on my account– the price of the tablet. Being a college student with no room in my budget for $200 being locked up in my account, I told them that was a no go. They said it was fine, and that I could simply send my defective tablet in first, and once it had been confirmed as received they would immediately ship me a new tablet. Easy enough, right?
I followed their directions and sent my tablet in immediately to their office in Texas. It received notification that it had arrived within a few days. So I get my tablet now, right? I called the next day to check on the status and see if my new tablet had been shipped yet. They told me that the tablet had to be examined first (contradicting what the first Rep told me) and that it would take 3-5 business days. Okay, I thought. That’s a while, but I guess I have no other choice. I waited a full week and called again. Has my tablet been shipped yet? I was met with news that the process wouldn’t take 3-5 business days, but 7-14. I could expect them to clear my tablet sometime in the next two weeks. So, to keep a running tally, that would mean a full three weeks without a working tablet– all for a defect that was caused by their shoddy hardware. More at The Consumerist.
My customer service experience with Google over a shoddy Nexus 7 was bad, Gavin's was even worse and so it goes on. Google needs to fix this.
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Reader Comments (4)
True, it's pretty shocking. Asus was worse in some respects; for a start they didn't give the option of getting a new tablet. They took ages to repair mine and send it back, and when I got it back the glass wasn't stuck properly to the rest of the tablet. I pressed it down but it kept coming loose. Seems ok now but it's pretty poor service.
I have to say there are other things I'd get Google to change first. This issue only affects Nexus devices; there are other issues which affect all Android devices. I'd probably feel differently if I'd bought a Nexus 7 though.
It's amazing how people almost never factor this in to their buying decisions. Part of Apple's appeal is the instore swap at ANY apple location worldwide. No other company offers this for tech that I know of.
And it's not just Google: samsung is little better. They certainly don't offer instore swaps, even if they are trying to copy Apple's store concept.
These sort of considerations are particularly important for the moms and dads as well as the less tech savvy people. I do not recommend phones that out of the box require rooting or mods to restore basic functionality.
I really don't think Google is prepared to handle this type of commerce yet. They need to improve and a lot! David makes a very good point about Apple. Apple products are expensive, but it also includes support and it is fantastic! Best of all.
You're right Rui. Google's been selling phones itself for several years now but never seems to realise it needs to support its customers. The first Nexus launch was hideous because of that, but at least they were new to it. They no longer have that excuse.
With Apple I see it as you buying a mandatory insurance policy. You pay the extra and you get covered. Whether the policy is competitively priced, or whether the cover is competitive, is of course irrelevant because you don't have a choice (apart from not buying the Apple device).