I am appalled at their terrible customer service and not sure if what they are doing is legal. Ordered 3 nexus 7 tablets, two of which stopped working after only a few weeks. Phoned up Google who did a bit of trouble shooting over the telephone and then agreed that they were faulty and I would need replacements.
This is when things get a bit bizarre. I was told I would have to order 2 replacements and could then send the faulty ones back in the boxes. They also sent me address labels. At no point was I told that this would cost me anything.
I have now gone onto the link they sent me to order the replacements, All seemed straight forward until I realised that they had actually charged my account for the replacements. When I phoned them, thinking this had been a mistake they explained that no, the money goes into a holding account and is only returned to me once they receive the faulty devices. For security apparently . I told them that I needed the money back and was told that they couldn't cancel it now. After a bit of too and froing, I finally got to speak to a supervisor who cancelled the order but it will take 24-48 hours to go back onto my bank.
I made them clarify that I cannot return the faulty devices to them any other way. They are saying that I need to have the money to cover the replacements and if I don't I can't return them. So I am being made to pay for a faulty product which they sold me.
I have spoken to a few members of their shit customer service team all who have given me conflicting advice. They also keep telling me that their is no-one higher I can complain to not is there anyone I can email with a full detailed complaint.
So unless I have over £300 which I can give them for a few weeks, I am stuck with 2 faulty devices. Surely this can't be right??? Or legal?? Very worryingly I have "googled" (oh the irony) and found hundreds of complaints from customers with similar problems.
Sorry this is long. Can someone please advise if there is anything I can do. Thanks
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Shitty service from Google play - please advise
4 replies
superdeeduper · 24/03/2013 18:07
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