> Appealing only sends you through a kafkaesque circle of hell of support staff who are unable to answer any questions or fix anything.
This is strange to me in that you're implying there is actually staff. Are you actually having a human employed by Google acting in the role of support that cannot help solve the issue?
>> Are you actually having a human employed by Google acting in the role of support that cannot help solve the issue?
That is exactly what happened to my coworker.
She bought a Pixel phone from the Google Store and it got lost in shipping. Shipment tracking showed it arriving at the carrier's hub and never leaving for a month.
She called customer service and the first tier workers followed a script that was essentially "apologize and ask the customer to check back later".
After many missed "it should start moving again by $DATE" promises, she was able to get the case escalated to Tier 2 workers. They said they had the ability to create a replacement order, but there was no available inventory in the phone color she had originally ordered. They also had no answer about how to prevent a possible replacement order from shipping the same way and potentially getting stuck.
Finally she was able to get the case escalated to Tier 3 support. The tier 3 worker created a replacement order with an upgraded phone compared to the original order and ensured it would ship from a different warehouse than the original order that got lost.
All this took six weeks and many frustrating hours on the phone for her. And this was for an order directly from the Google Store website.
of which party in this problem? seems like contacting the carrier would have been more productive. contacting Googs about a delayed package seems like the wrong direction to follow. i realize this verges on victim blaming, but just trying to suggest other methods of problem solving.
Legally the customer has no relationship with the carrier.
They did not choose how the package would be shipped, which carrier would be used, or pay the carrier to ship it.
All of those decisions and the payment to the carrier were made by the seller (Google), not the customer. Thus Google had all responsibility in ensuring the shipment reached the customer.
If Google had failed to pay the carrier the correct shipping cost, or had packed the box poorly such that the item was damaged in transit, would it be the customer's fault?
Similarly, if the carrier mishandled the package and it was lost or arrived damaged, would it be the customer's fault?
The customer deals with the seller whom they paid, not with third-parties. If the seller took the money they ensure the customer gets what they paid for or they lose reputation and go out of business.
This is strange to me in that you're implying there is actually staff. Are you actually having a human employed by Google acting in the role of support that cannot help solve the issue?