My Nexus 4 has gone AWOL at TNT

DonaldGreig · February 5th, 2013, 11:52 AM

My new N4 was picked up by TNT on 31st January and has disappeared. Google are being extremely unhelpful and say there is nothing they can do until TNT have been looking for it for 72 hours.

I'm getting no response to emails to Google and it appears they have decided to ignore me until the 72 hours has elapsed. I appreciate they have a process but any company worth their salt would issue a replacement and if the original one turns up ask me to return it. If I don't they could charge my card.

Their customer service is shocking. Anyone else experienced this and what happened?

NeXuS4 · February 5th, 2013, 12:17 PM

Quote:

Originally Posted by DonaldGreig

My new N4 was picked up by TNT on 31st January and has disappeared. Google are being extremely unhelpful and say there is nothing they can do until TNT have been looking for it for 72 hours.

I'm getting no response to emails to Google and it appears they have decided to ignore me until the 72 hours has elapsed. I appreciate they have a process but any company worth their salt would issue a replacement and if the original one turns up ask me to return it. If I don't they could charge my card.

Their customer service is shocking. Anyone else experienced this and what happened?

Sorry but if they say to wait 72 hours then just wait 72 hours. I'm pretty sure Google isn't in a hurry to send off an extra phone worth hundreds of dollars if there is a chance TNT will find it.

Honestly I can't say I blame them.

DonaldGreig · February 5th, 2013, 12:29 PM

Quote:

Originally Posted by NeXuS4

Sorry but if they say to wait 72 hours then just wait 72 hours. I'm pretty sure Google isn't in a hurry to send off an extra phone worth hundreds of dollars if there is a chance TNT will find it.

Honestly I can't say I blame them.

It's not the 72 hours that's bugging me - just the shocking customer service - the guy on the phone today was pretty rude. TNT are being really helpful (not enough to find the phone mind you!) and polite. Google just don't appear to give a toss. And while they probably don't need to in this instance, if that is the general attitude of their team they will have problems at some point.

NeXuS4 · February 5th, 2013, 12:35 PM

My personal experience with them has been that they were polite. I've had a few problems with them in the past with them putting an unnecessary hold on my checking account for a few weeks with no good reason so I won't petend they are perfect but I can tell you literally everyone I talked to was at the very least polite during the whole ordeal.

DonaldGreig · February 5th, 2013, 01:35 PM

And now having spoken to Google again just now if it doesn't turn up they will refund me and I will have to order another one. And wait however long that takes.

What a terrible service. Unbelievable.

NeXuS4 · February 5th, 2013, 02:02 PM

They have no control over the mail AND they will refund your money.

I realize you are anxious to get your phone but how is any of this their fault?

DonaldGreig · February 5th, 2013, 02:06 PM

Quote:

Originally Posted by NeXuS4

They have no control over the mail AND they will refund your money.

I realize you are anxious to get your phone but how is any of this their fault?

The way they resolve this is their fault. If this were Apple (dare I say it on this forum) a replacement would be shipped to me as soon as the carrier confirmed it was lost.

Their processes mean that if they, or their service parter, i.e. TNT make a mistake, I get inconvenienced the most.

Anyway, I guess I'll be waiting for the S4 now - can't be bothered with the hassle.

hstroph · February 5th, 2013, 05:28 PM

I don't know the carrier TNT, but weren't you emailed a tracking number that would allow you to observe its progressive whereabouts on PARCEL DELIVERY TRACK AND TRACE ?

How far did the package actually get before its disappearance?

DonaldGreig · February 6th, 2013, 11:05 AM

Quote:

Originally Posted by hstroph

I don't know the carrier TNT, but weren't you emailed a tracking number that would allow you to observe its progressive whereabouts on PARCEL DELIVERY TRACK AND TRACE ?

How far did the package actually get before its disappearance?

I received the tracking data but according to TNT it was handed to their onsite team at Google's UK distributor (Computer 2000) but it never arrived at the TNT hub. So it's gone missing - more likely nicked by TNT staff on Computer 2000's site in the UK.

Now I am waiting on Google to refund me. And then I have to reorder and go to the back of the queue again if I want another. Which I don't. Not from a company who have no idea what service actually is.

Chuhueyo · February 6th, 2013, 11:31 AM

I can't believe you're saying that Google has horrible customer service because the shipper lost your order. They're not going to ship out another $300 phone that's in high demand because someone can't wait a few days to see if it turns up. You sound so entitled. Google in general has better customer service than the majority of other companies, and they're willing to refund your money so you can buy another one, while they take the loss on the other. Life happens. Your order got lost and Google wants to make sure it was actually lost before they refund you.

DonaldGreig · February 6th, 2013, 11:40 AM

Quote:

Originally Posted by Chuhueyo

I can't believe you're saying that Google has horrible customer service because the shipper lost your order. They're not going to ship out another $300 phone that's in high demand because someone can't wait a few days to see if it turns up. You sound so entitled. Google in general has better customer service than the majority of other companies, and they're willing to refund your money so you can buy another one, while they take the loss on the other. Life happens. Your order got lost and Google wants to make sure it was actually lost before they refund you.

Whatever - if this were Apple they would be shipping a replacement to me. Having to go to the back of the queue again to order is just wrong. So I choose to stick with my existing suppliers that I get decent service from.

Any yes I sound entitled. Because I am. That's what service is about. I give financial value and in return I get value back in the form of goods and services.

Anyway I won't be back here much given that I won't be using a Nexus 4. Oh and Google won't be taking any loss - TNT will.

hstroph · February 6th, 2013, 01:43 PM

Quote:

Originally Posted by DonaldGreig

... more likely nicked by TNT staff ...

That seems a very distinct possibility.