Tell HN: Android In App Purchase Gripe & Glu Mobile... Terrible Customer Service
64.99, 139.99, and 139.99 for in app purchases. I did not authorize these transactions nor did I know that my credit card information would even be available for an in app purchase.
I initially sent an email asking for the transactions to be voided/refunded. When I received my automated response, it kindly informed me that due to high email volume it could take up to 7 days for a response. I wasn't exactly satisfied by that so I decided to call.
Calling Glu Mobile and speaking to a human being is for the most part impossible. I had to research employee names, and then use the dial by name feature. Dialing 0 or even just waiting on the line sends you straight to a voice mail. When I eventually guessed a extension for someone who was available I asked for support. He said there is no phone support but he could escalate my ticket.
After a short time (less then 1 hour) I receive a response:
"Thank you for contacting Glu Mobile Customer Service.
We are very sorry for the trouble you experienced with the Android Market In-App purchase. Unfortunately we are not able to process a refund.
We recommend you contact your credit card company or your bank and request resolution using their services.
Please accept our sincere apologies for the inconvenience."
I was actually amazed by this response. The lack of care astounded me. What kind of company does this? This company is publicly traded ( GLUU ) - are they really this hard up for $344.97?
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Sure maybe I should have chained my phone to my hip so it was never out of my posession.
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My beef with Android is this... there is no option to disable in app purchases nor is there a way to simply ask for a password prompt before purchasing something.
Apple was forced to do it, why isn't Google?
/rant