Google play store problems
 

Any idea how to solve a problem with Google Play Store or even find a more senior person than front line customer service reps?

I ordered a phone from Google Play Store early last week. I have not received notice that it shipped. I've had a number of phone calls and emails with them in which a series of customer service reps have given inconsistent answers as to the status of the order, including it has shipped (but not clear when or from where), it has not shipped, there's a problem processing payment, there is no problem with payment.

All the reps seem able to do is escalate the matter by emailing "specialists", but this does not seem to answer anything. They say it is not possible for me to talk to a supervisor. Many say internal turn-around time for them to get answers is about 24 hours.

At least they've all be very friendly, polite and say they are eager to help.

Any suggestions?

Although I have no experience with the Google Play Store store, I am surprised to hear that there is no escalation path for front-line CSRs: any call centre I've ever seen has at least a second tier support queue, if not a Customer Relations department to which customers such as yourself can be escalated.

My suggestion would be to firmly insist on speaking with a Supervisor or the Customer Care Department. I'd be very shocked if the Google Play Store actually didn't have an escalations group.

I've tried that with numerous reps. No joy.

The best they say they can do is escalate by emailing a "specialist." They've now done that about six times.

I share you shock. I'm also shocked that Google is not better with processing and keeping track of orders.

Wirelessly posted (iPhone: Mozilla/5.0 (Linux; Android 4.2.2; Nexus 4 Build/JDQ39) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/27.0.1453.90 Mobile Safari/537.36)

After the Nexus 4 rollout debacle, nothing with Google surprises me anymore.

Having said that, I find their phone reps very eager to please and I always get an email followup after each call. When I respond to those emails I am promptly replied to, usually by the same rep. I suggest switching communications to email so you have a consistent contact throughout.

OP, do you have an order number or confirmation order issued from Google Store? Have your credit card been charged as they usually only charge the account upon shipping - once, it's released & out of the warehouse, the shipper will deliver in a few days ... ;)

Are you shipping the item to your cc's billing address?

The phone reps are very eager to please and all follow-up with emails. I now have a long email chain which unfortunately, has not yielded much better answers. At least all the emails are in a single chain.

The latest email person has, once again, forwarded the matter to a specialist.

I have an order number. They have a temporary authorization from my credit card. It usually takes a few days for temporary authorizations to change to actual charges.

I'm not shipping to the billing address. For a while they were claiming that was a problem, but they then acknowledged that I could ship to a third party. Their systems explicitly allow for that.

The current claim is that it shipped, possibly before my first call to them, but they don't where it shipped from, the expected delivery date or the tracking number. A shipping specialist is looking into the matter and they will update me. :(

Meanwhile, the web site is listing the order as "pending."

I have ordered two Nexus 4's this year, once in Feb and once mid June. Both went through with minimum hassle. As far as I can tell, UPS handles the entire logistics including warehousing and dispatching at their Kentucky facility.

Can you check if the item you ordered is "in stock" right now on the play store? I noticed the Nexus 4 8GB White is "no longer for sale". Is that what you ordered? Another thing to check is if the charge has hit your credit card. If it has, then the package should be dispatched.

The phone I ordered continues to be in stock and available for purchase.

I bought a Galaxy Nexus about a year ago. I was at my door two days later, with no hassle.

As I mentioned above, there is a temporary authorization on my credit card. It typically takes a few days from a temporary authorization to turn into an actual charge.

The latest emails reveal that (1) the order shipped three days ago, (2) the order was cancelled and (3) we've launched an investigation that will take days.

The web site shows "pending"

Arghhhh!

Have you checked the order status on your Google Checkout page instead of the Google Play page? Sometimes checkout shows more information than Play.

Google checkout: Your purchase is processing. Google play shows status as pending.

No replies from the google play support team since yesterday afternoon.

The good news is that the phone has been delivered.

Here's a post on play support that I find much too familiar:
https://plus.google.com/114419328456...ts/NAJbzrZwWNj

It truly is incredible how bad Google is at managing the supply chain.