4 ms·

Google was never capable to set up the simplest working order and check out system for the two types of phones/tickets they ever tried to sell and they're going

by tga 14y ago

Google was never capable to set up the simplest working order and check out system for the two types of phones/tickets they ever tried to sell and they're going to compete with Amazon? That should be entertaining to watch. Also, forget about customer service. You got billed twice or your items never arrived? Feel free to post on the forums and wait for your neighbour down the street to reply with his impressions, since he's already had the same thing happening twice so he's now a community expert.

chucknelson 14y ago
Yeah, I would say customer service is one of the major shortcomings of Google right now. I would think with their transition to producing and selling physical products that would be something they have to improve on soon.
- tjbiddle 14y ago
  I would disagree on that. For their physical products they've actually had very good customer support - When I had questions about my Nexus 4 and Nexus 10 coming in I was able to get a support rep very quickly and have my questions answered. A friend of mine just had to send back his Nexus 4 and had the same result - Great service and a new phone sent within a day or two. Obviously their track record for their online support is definitely subpar, but it will be interesting to see how this plays out in the physical field. Although, I will admit - If their shopping experience is anything like that of the Nexus 4 launch this will be a laugh.
ChuckMcM 14y ago
I had the same sort of thought. What are they thinking will happen here? I mean it would be great if this actually pushes the customer service issue into an action but that doesn't seem to be part of their "core competencies" to use some last century marketing speak.
turing 14y ago
Earlier this year I was billed twice in the Play Store. I emailed customer service, and they replied and removed the charge in about an hour. I also purchased a Nexus 4 on launch day, and none of my interactions with customer service were particularly unpleasant. Granted, others may have had different experiences, but I'm not sure why it has become so trendy to mock Google's customer service.
- tga 14y ago
  You're describing two episodes of competent customer service. Nothing incredible, just good work from a company you're paying money to. The problem is not with their quality -- once you do get someone on your case, it won't be a minimum wage script reader in India, but rather someone pleasant who can actually help. The negative perception of Google customer service stems from an apparent disinterest in providing proper support channels in the first place for some of their services, which leads to many unhappy episodes pulling their average down. I do believe this is a problem they can fix by just throwing money at it. Customer service is not rocket science, hire enough decent people and give them some leeway and they'll make everyone happy.
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by tga 14y ago

chucknelson 14y ago

Yeah, I would say customer service is one of the major shortcomings of Google right now. I would think with their transition to producing and selling physical products that would be something they have to improve on soon.

tjbiddle 14y ago
I would disagree on that. For their physical products they've actually had very good customer support - When I had questions about my Nexus 4 and Nexus 10 coming in I was able to get a support rep very quickly and have my questions answered. A friend of mine just had to send back his Nexus 4 and had the same result - Great service and a new phone sent within a day or two. Obviously their track record for their online support is definitely subpar, but it will be interesting to see how this plays out in the physical field. Although, I will admit - If their shopping experience is anything like that of the Nexus 4 launch this will be a laugh.

ChuckMcM 14y ago

I had the same sort of thought. What are they thinking will happen here? I mean it would be great if this actually pushes the customer service issue into an action but that doesn't seem to be part of their "core competencies" to use some last century marketing speak.

turing 14y ago

Earlier this year I was billed twice in the Play Store. I emailed customer service, and they replied and removed the charge in about an hour. I also purchased a Nexus 4 on launch day, and none of my interactions with customer service were particularly unpleasant. Granted, others may have had different experiences, but I'm not sure why it has become so trendy to mock Google's customer service.

tga 14y ago
You're describing two episodes of competent customer service. Nothing incredible, just good work from a company you're paying money to. The problem is not with their quality -- once you do get someone on your case, it won't be a minimum wage script reader in India, but rather someone pleasant who can actually help. The negative perception of Google customer service stems from an apparent disinterest in providing proper support channels in the first place for some of their services, which leads to many unhappy episodes pulling their average down. I do believe this is a problem they can fix by just throwing money at it. Customer service is not rocket science, hire enough decent people and give them some leeway and they'll make everyone happy.

deleted 14y ago

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