Comment by joshma | Hacker News Reader

Comment by joshma | Hacker News Reader

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This seems like a lot of fuss over 1) an unannounced ship date and 2) a web page that deleted your carefully composed message.

Personal anecdote: I wanted to change the credit card on the order. So I went to the Nexus page[1], clicked "Customer support" in the sidebar, clicked "Managing your order", and called the number they show, 1-855-83-NEXUS. Someone picked up in maybe 30 seconds (and I expected really bad wait times for Google customer support...).

I explained I wanted to change the credit card, and he asked me for my email address + a piece of personal information. He told me he couldn't change the credit card, but could instead issue an order cancellation and I could rebuy the Nexus 7. Not ideal, but I said it was okay (after confirming that they weren't out of stock or anything). He saw that I only had one order on my account, cancelled it for me, and we ended the call. No order number needed; took all of 4 minutes.

Granted, I'm a pretty big fan of Google so I'm definitely biased. And I do agree that Google's customer support sucks. But it's a bit disheartening to see the top comment be such a petty complaint.

[1] https://play.google.com/store/devices/details?id=nexus_7_8gb...

These petty top comments seem to be the norm around here for any positive Google story.

No problem. Just gives the non-biased people a chance to counter the FUD off the top so a real discussion can take place below.

When has Google or ASUS ever been known for their customer service? I was excited about the Nexus 7 until I saw the giant ASUS logo on the back.

http://thomaspainerants.com/nexus-7-a-customer-service-disas...

"Unannounced ship date" is not the same as "order shows as 'complete', payment is taken, but there is no information anywhere as to when you'll get your device, or if it has been shipped or not. Is it lost in the post? Stolen? Who knows."

Compare this to Apple, who give you fairly accurate ship dates and tracking numbers once shipped.

Payment hasn't been taken yet. Payment is taken when it ships, and you'll get your tracking number then too.

And yet it shows as "complete" in wallet's history?

Actually it shows 'Your order has been sent to Google Commerce Ltd.'

Play shows 'Completed'. Which I assume to mean "the order has been successfully placed, you'll get the product". If I'm really that unsure I can click on 'info' and be taken to the Google wallet transaction.

I truly cannot see why this is confusing to anyone. Yes it's crap that there is no announced shipping date.

I've seen people get so ridiculously worked up over this, you've pre-ordered it, just be patient. It's already stated that you'll receive an email with a tracking number when it ships. Relax, it's coming.

If I'm really that unsure I can click on 'info' and be taken to the Google wallet transaction.

Which is where you started! It says "Google Commerce received your order". How does that help make you certain? You're stuck in a loop between a site that says another site got your order, while the other site says it is "Complete".

I am mostly sure it's coming. I am relaxed. My original point was that this is not a fuss over an "unannounced ship date". People are fine with those, like they are with Apple's "Ships withn 3-4 weeks".

The OP's "fuss" was that the communication here is terrible, and it suggests that Google hasn't taken on board all the customer services issues that made selling Nexus handsets such a disaster for them.

Wow, you're comparing Apple, a company that has had half a decade or more to setup a decent eStore to Google who has never personally sold devices till a few months ago?

The surprise, shock & horror!

Ever heard of the woes (which is a universal law which affects all businesses at some point) of "early adoption?"

Google has been selling devices for years, not months. And, yes, I actually agree it's unfair to compare them with Apple -- but that's what the market will do, and the market doesn't care about fairness.

>>>Wow, you're comparing Apple, a company that has had half a decade or more to setup a decent eStore to Google who has never personally sold devices till a few months ago?

And why not? Is the entire process so arcane and mysterious that only Apple can do it? He could have used any other company as an example and probably settled on Apple since it's a top dog right now. But to excuse the incompetency of a multi-billion corporation like Google, which brags about how smart its staff is, is ridiculous. Some things are just so damn basic that not doing them either shows gross negligence or willful stupidity or I just don't know what. Google could have sorted this out well beforehand. There is just no excuse.

This is a cheap cop out. Customer service is a known entity. Dell had better support at a much younger age and with a hell of a lot less money.

For $300 I expect order status and a customer service webapp that remembers my info. Amazon, apple, etc all make this happen. Google could if anyone there cared.

But, why? Is the product alone not enough for your money? If you feel so strongly about this, why not wait for it to be released officially before making the purchase?

Indeed. Just buy the thing from Amazon when it comes out.

Why should he expect Google to have the kind of customer service anybody else does? Why shouldn't he?

Google's customer service isn't the issue here. They offered the product for pre-order without making any statements about a shipping deadline. To then turn around and expect them to set one just because you gave them money is foolish.

Google's customer service is the issue here. How a major tech company that focuses on the delivery of data designs a system that can't provide even the most basic of ordering information in 2012 is beyond me. It's what I expect from a small start-up (and even then it would irritate me). Why isn't there an estimated shipping timeline (nothing specific, just what they've also stated in the press, est. 3-4 weeks/subject to change). And why do I have to call to change billing information? I'd expect that from Sears or a behind the times brick&mortar, not the company that has helped define the internet.

I understand there are alot of Google apologists on HN, and Apple get's the lion's share of positive tech press (they also get the majority of negative press too), but they should be pushing Google to be a better company, not insulting first adopters that pre-ordered a Google product.

For $300 I expect...

Good thing it's $200 :)

Sadly, no. $305.51.

http://earlh.com/dump/hn/nexus7.jpg

'it' isn't plural.

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