lunatic59

I wouldn't count on Monday ...

I tried to call the toll-free play store customer support number but ran headfirst into the message "wait time is greater than 30 minutes" followed by obnoxious music and a repeating message "we’re currently experiencing very high call volume. For faster answers, please visit play.google.com/support." The problem is that I visited the support site two days ago and sent an email requesting a status update to which I have yet to receive any response at all, let alone any answers.

So I decided to wait on hold and be tortured by the music and the message. Finally after 25 minutes (at least it wasn’t 30, right?) I speak with a customer service agent named Shawn. It went something like this after the initial exchange of contact info:

Shawn: What may I help you with today?

Me: Guess why I’m calling?

Shawn: (dead air)

Me: I’m calling to check on the status of my N4 and N7 order.

Shawn: Did you say "guess why I’m calling" before? Because that’s what I totally was going to guess.

Me: I’m sure you’ve heard that a lot recently.

Shawn: Let me check that for you … (seconds pass) … have you received any kind of notification?

Me: Not a peep.

Shawn: I know there were some customers who received email notifications about being placed on backorder, but if you didn’t get that then your order will be shipping soon. You should receive your order by Wednesday or Friday because of the holiday. I know it isn’t the 2-day shipping that we promised so I’m going to go ahead and put a note on your order to refund the shipping charge. You should receive an update with tracking information Monday.

Me: I’m not so concerned with the N4 as I am the N7 since that was a gift for someone.

Shawn: Would you mind if I put you on hold while I see if we can (mumble mumble mumble) the N7?

Me: I didn’t catch all of that, but I can wait.

Shawn: *click*

Note to Google customer service team leaders … please hold a refresher meeting on phone procedure, specifically "hold" and "hang up" are not the same thing.

It’s unfortunate that they have taken what could have been an image building marketing success and are now forced to deal with damage control.

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