Hi all,
Having bought my nexus 4 and being very happy with it, it developed a fault within the 15 day return period so I did just that and returned it.
I had to effectively repurchase the nexus 4 until Google tested the phone to make sure I wasn't at fault.
Fast forward using new nexus 4 all good still awaiting my refund, now this is two months down the line after they promised to reimburse me, after a lot of calls/emails to Google I now basically fell like I'm being fobbed off, I have opened a dispute with my bank to get the money returned but as side from that is there anything else I can do?
It's also been longer than the 6 week period I opened the Dieppe with my bank so need to chase that
Sent from my Nexus 4 using Tapatalk 2
I have had a similar issue with them, but eventually got my money back.
I had this with Western Digital. I had to rebuy a drive to get them to send one out immediately...then mine went back and I had wait ages whilst they tested it. Eventually the money went back in, but was very annoying. I wish I'd just returned it to the place I'd bought it, and bought another...going back to the manufacturer seems to take longer. Having said that, when it's sold direct through google, you're screwed either way.
All I can think is try tweeting them for support. If you get noticed it'll by-pass their normal staff and get your case looked at...though I wouldn't hold my breath.
I find contacting google one of the hardest companies to. Unless you don't have a direct number for someone. That's said give this a go 020 7031 3000. Or send them a postcard, thats what I did. Got a call and they solved my query refused to give me a direct contact number though
From Google
"Hi Matt,
Thank you for your patience.
To clarify, under Google Play's advanced replacement warranty service, your payment method was temporarily authorized for the full amount of the device when you had placed your replacement order. Typically, these temporary holds drop off on their own. I went ahead and removed the authorization and so there is no further action needed on your part.
Please check with your financial institution if you have anymore question about the authorization removal. Also, you can read more about this at: https://support.google.com/googleplay/answer/3061475
If you need anything else please let me know!
"
I'm not really sure where to go from here apart from contacting my bank in branch tomorrow.
Not entirely sure I understand. Is this the timeline?
You bought Nexus1
Nexus1 developed fault so you returned it for a refund under the ARW service.
You obtained a replacement Nexus2 from Google and they place a temporary authorization (not a payment) on your card whilst they check you are not defrauding them.
The above email says you have had the authorization dropped from your card (and no refund is due as you never paid anything for Nexus2, you merely had an authorization placed on the card).
So by my reckoning you paid for one phone and have one phone. What are you still waiting for? :huh:
Quote from: .DickDastardly.;375291I had to effectively repurchase the nexus 4 until Google tested the phone to make sure I wasn't at fault.
That's the critical bit, you did not actually purchase the second phone, Google authorized the payment for a second phone but did not take the payment. If you still have the authorization showing on your account I'd chase your bank and hassle them for not acting on the authorization removal from Google.
Banks like pre-authorizations and are slow to remove them as whilst the money is not showing as cleared in your account they earn interest for themselves on it!
Yes that's what Google say tl not sure if that's the case, all I know is my bank statement show the money out and never returning
Sent from my Nexus 4 using Tapatalk 2
Remember that there is a difference between cleared funds and available balance. If you are looking at available funds then it will show the second phone cost until the authorisation is released. Sound like it is nothing to do with Google and more to do with your bank who should be expiring old and unconfirmed pre-authorisations.
Sent from my Nexus 7 using Tapatalk 4
Thanks for the advice TL, you sure explain things better than google.
as of 2 hours ago
"Hi Matthew,
I have dropped the charge for order number 15731260465432498277.1539018038194615. You should see the charge drop from your account within 3 to 5 business days. If after that time frame you see that the charge is still on your account, you must contact your financial institution regarding the matter. Google Play places a payment authorization (temporary hold) on your credit card while we process your new or replacement order. Please note that this was not a charge. If you need anything else please let me know!"
I'm very confused
Quote from: .DickDastardly.;375449as of 2 hours ago
"Hi Matthew,
I have dropped the charge for order number 15731260465432498277.1539018038194615. You should see the charge drop from your account within 3 to 5 business days. If after that time frame you see that the charge is still on your account, you must contact your financial institution regarding the matter. Google Play places a payment authorization (temporary hold) on your credit card while we process your new or replacement order. Please note that this was not a charge. If you need anything else please let me know!"
I'm very confused
From what I gather from that statement is they've place the hold, but they've released it...if it's been 3-5 days since they've released it, then the issue is with your bank, not them. But it kind of looks like they've only just released it, so it could be 3-5 days from now.
Thanks T-Bag, and everyone for their help I'll wait for the 3-5 days before going into my bank.
still awaiting going to the bank as my local one is having a refurb due to rebranding (silly Lloyds TSB) but should be going tomorrow to a different branch.
Tried telephoning the bank instead? They usually have much more access to info than the local branch.
Quote from: TeaLeaf;376081Tried telephoning the bank instead? They usually have much more access to info than the local branch.
I did TL very difficult as I spoke to people who live in ?India? and we could barely communicate properly - not sure of a way around that which is annoying.
All local branches have a local callback system if needed. I'd be onto the Manager of the local by phone.
Quote from: .DickDastardly.;376083I did TL very difficult as I spoke to people who live in ?India? and we could barely communicate properly - not sure of a way around that which is annoying.
Time you got yourself an account with a Bank that has some decent customer service.
I recommend First Direct.
Quote from: TeaLeaf;376096All local branches have a local callback system if needed. I'd be onto the Manager of the local by phone.
How would I do that?, their customer service number puts me through to the automated option system.
Quote from: .DickDastardly.;376106How would I do that?, their customer service number puts me through to the automated option system.
If its really that bad, walk into your local branch and give them hell.
Seriously, you don't have to put up with it. First Direct will give you £125 cash if you open an account with them, and the new switching service transfers everything over for you automatically.
I really can't reccomend them enough.
Sent from my Galaxy S3 LTE.
If you can't find the local number (web search it or ask the call centre for the direct), then ask the call centre to get the local manager to give you a call back. Works for me every time.
Sitting in the bank the branch were no help claiming it's Google that have actually taken the funds rather then placing them on an authorisation hold, rang disputes department from the back they said the progress of my dispute is: incomplete I need to send an email off to Google getting them to send me the amount they will refund, there company name, date it will be refunded and least 4 digits of the card the refind will be debited too
.DickDastardly. sent from a galaxy far... far away
I'm beginning to loose hope, getting no where fast this thread has been rely helpful but I'm contemplating just citing my losses and never dealing with Google again product wise or taking this to a small claims court.
.DickDastardly. sent from a galaxy far... far away
Getting any big corporate to do anything their automated system doesn't handle is slow, you have to keep the dialogue going. Sometimes writing a letter stating everything in a very factual way can work.
If it's a credit card isn't there a way to make a claim to the credit card company. It's then up to them to claim it back from Google?
Quote from: suicidal_monkey;376126Getting any big corporate to do anything their automated system doesn't handle is slow, you have to keep the dialogue going. Sometimes writing a letter stating everything in a very factual way can work.
If it's a credit card isn't there a way to make a claim to the credit card company. It's then up to them to claim it back from Google?
VISA Debit so not protected as much all I can do is open a dispute
Having spend the last 20 minutes going through my bank statements online very carefully I can thankfully say I was only charged the once by Google.
Thank you all kindly for the help you've given me here.
So the refund you were chasing was never due? That would explain the confusion! :roflmao:
Glad it is finally sorted! :thumbsup:
Yes.:blink::doh::rolleyes: