Once Again, Google's Customer Service Is Becoming An Issue

from the this-again? dept

We've had a whole string of stories in the last few months about communication problems from Google -- from users getting locked out of their documents to advertisers banned with no explanation or recourse to a blogger who went six months trying to get Google to turn back on a blog that it had shut down. I've heard from a few Google folks, noting that they recognize it's an issue, and it's something that some people within Google are trying to deal with. But given all of these problems on "smaller" issues, perhaps it's no surprise that there's been an outcry over the poor customer service people are receiving after purchasing Nexus One phones from the company.

Google does lots of things really well. But, clearly, customer service is not one of them. And while its massive success can hide (or at least minimize) the impact of such poor customer service, at some point it's really going to begin to hurt, unless Google finally wakes up to the fact that when people have problems, they want to be able to reach out to a human being who will listen to them, hear what they have to say and (hopefully) help. Some have claimed that this is just not Google's culture -- and perhaps that's the case, but at some point that cultural flaw may cause much larger headaches.

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  1. identicon
    Tesa, 9 Apr 2013 @ 7:23am

    I liked Google before I had to deal with them as a corporation that sells products.

    I purchased Google's Nexus 7 tablet from the Canadian Google branch online and what a mistake that was and I have never seen such a poor and non-existent service from any retailer. They basically have no phone number, no customer service specially in Canada as though they are not to abide by consumer protection laws in other countries although they have registered in Canada. I believe that they only way a human being working for Google can be reached by phone in Canada is through the courts. By being a massive company with racks of lawyers, the consumer will even hard time with a court claim.

    Their head office in Canada does not pick up their phones at all. Their American branch which has produced this tablets as a Google product refuses to even accept it as their product or take responsibility for defective screens that are well documented to be prone to cracking spontaneously and they are still selling them to their unsuspecting customers and excluding the likely to be defective parts from warranty. Google has designed its retailing operation to skim the profits and pass the losses to the buyer or manufacture by taking no responsibility for selling the defective products although it is responsible an only the entity that highest power over the nature of product that it has ordered. If Google was selling cars with defective transmissions, the cars would not have been recalled.

    I would avoid buying any product that may need support from Google in the role of both supplier and retailer. What I have also learned before buying a gadget, to call the manufacturer to find out whether they have service center for that item within driving distance OR I would make sure that you get extended warranties that have no exemptions so I would account for the cost will escalation before buying those gadgets.

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