Google customer service leaves a lot to be desired

[TheDvEight]

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

[DrunkenZombiee]

I have had a similar issue with them, but eventually got my money back.

[T-Bag]

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.

[GhostMjr]

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

[TheDvEight]

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.

[TeaLeaf]

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:

I 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!

[TheDvEight]

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

[TeaLeaf]

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

[TheDvEight]

Thanks for the advice TL, you sure explain things better than google.

[TheDvEight]

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

[T-Bag]

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

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.

[TheDvEight]

Thanks T-Bag, and everyone for their help I'll wait for the 3-5 days before going into my bank.

[TheDvEight]

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.

[TeaLeaf]

Tried telephoning the bank instead?  They usually have much more access to info than the local branch.

[TheDvEight]

Tried 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.