G+_Paul Croulet Posted August 9, 2013 Share Posted August 9, 2013 My experience with dealing with Google Play for the purchase of devices had always been a poor experience. I purchased my second Nexus 7 last week when it was released. I received it Friday evening. It is a beautiful device. One problem though, when the display is set to automatic, or the brightness is set to lower levels the screen flickers badly and goes black frequently. So, I telephoned Google Play on Tuesday. Talk about getting the run around and a ridiculous amount of hassle. I wanted to do an exchange. But, no they do not do exchanges. I asked to do a return and refund. But, no Google can't even make that simple for their customers. I'm told that the rep who took my call needed to submit the request and that I would receive a response in 24 to 48 hours. I still haven't received a response. This is horrible customer service. Their customer service reps should be empowered to issue credits, refunds and handle returns. I had poor experiences with them last year for the first Nexus 7 as well. Competitors like Apple do not put their customers through this type of garbage. In the years I have used Amazon not once have I had been told I would need to wait for a response in order to do a return. While I wait for Google to honor their commitment to me I have ordered a new/replacement device through Amazon. It will be delivered to me Monday. Hopefully this next one will be free of defects. As for Google, they have a very long way to go in providing quality customer service in my opinion. My suggestion to everyone who is planning to purchase the new Nexus 7, use someone other than Google Play. Use Amazon, Walmart or some other outlet that has developed a far better customer service experience. Link to comment Share on other sites More sharing options...
G+_TJ Evans Posted August 9, 2013 Share Posted August 9, 2013 I agree in principle that Google has some ways to go in terms of improving the customer service experience, but I wouldn't go so far as pushing them to other venues ... of course, this is from someone who hasn't had to deal with that kind of run-around so I am less "burned". I think the long term answer is to keep gently pushing Google for improvements ... "fail fast, recover fast" applies here :). Link to comment Share on other sites More sharing options...
G+_FlipBlade Posted August 9, 2013 Share Posted August 9, 2013 I on the other hand have had nothing but great experiences with Google support. I exchanged my nexus 4 two times no questions asked (other than explaining my issue) and one time on my original nexus 7. So I am not sure why you are getting the run around. Link to comment Share on other sites More sharing options...
G+_Paul Croulet Posted August 9, 2013 Author Share Posted August 9, 2013 I'm not sure either. But, it is enough to make me not want to purchase anymore devices from. Link to comment Share on other sites More sharing options...
G+_FlipBlade Posted August 9, 2013 Share Posted August 9, 2013 Sorry to hear that I actually waited and bought from the store simply because of how I was treated. I work at a retail store that carriescthe device and had it days before I got mine in the mail. Link to comment Share on other sites More sharing options...
G+_FlipBlade Posted August 9, 2013 Share Posted August 9, 2013 Actually beyond the store you purchase you have to go through asus ..... And let me tell you if you had issue with Google well hold on on strap in and get ready for a ride. Link to comment Share on other sites More sharing options...
G+_FlipBlade Posted August 9, 2013 Share Posted August 9, 2013 Hence why I buy directly from Google. Asus is the worst. Link to comment Share on other sites More sharing options...
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