Earlier in November, I decided I wanted to upgrade my Nexus 7 to the latest model. I wanted the updated specs and to also test some apps I’ve been working on as well. Seeing as Google had a really nice case, that wasn’t available on Amazon, I decided to order directly from the Google Play store, just like I had the previous N7.
Finally got my confirmation order and the package was due to arrive 11/07. Awesome! Perfect timing for testing. November 7th comes and goes and no sign of my package. Fair enough, UPS can get busy and sometimes they show up a day late. November 8th comes and goes, still no sign of my package. The website shows out for delivery, but the actual progress hadn’t been updated since the 7th. Odd.
So as any social media user, I vented frustration on Twitter. UPS replied saying I should email them, to which I did. The had a local manager call me and they said that they can’t give me any updates until the scan the package again and to have the shipper (Google, which was odd they knew) to add a tracer to the package. So I hit up the Google Play site, have their CS rep call me (really neat feature!). The rep was awesome, just like talking to a friend. I mentioned UPS wanted me to put a tracer on the package to which his response was “Oh, one of THOSE”. I said that didn’t sound good. He told me not to worry, he’d contact UPS and email me. If I had any more questions, just respond to that email and he’d be handling the case. Fantastic, love this service …
Monday comes and goes. Tuesday comes and goes. Still no sight of my package. I contacted UPS again. They pretty much confirm that the package could be lost now. They’d have a local manager call me. Same manager, same message: can’t give me updates until it’s scanned and to have Google put a tracer on it. One thing that is odd: how can they scan a package that hasn’t been scanned since last Thursday? Don’t have have a record of what driver/truck has the package? I emailed Google this time (since no word from my Google Rep since the weekend). They say to give 24hrs for a response.
24hrs have passed. Still no update. Still no package. I decide to call Google again today. The rep was nice, not as nice as the first. I mention my problem. He said he’ll esculate the claim to UPS and I should expect an email. I then ask if I can just have a new order sent to me or a refund? He side stepped around it. What the hell is this?! Where is my damn order?!
All I can think of is if I had ordered this from Amazon, they would have overnighted me a new order (it’s happened in the past). If I get the old order, just ship it back. Why is this so hard Google?
So now I wait. Either for my package to mysteriously arrive, a new one to arrive or a refund. Something. All I know is if I do get a refund, Amazon is getting my money (and I’ll still get a Nexus 7, still love the OS more).
Thought I’d share the awesome tracked from the UPS site.
Original due date was 11/07. Hasn’t been updated since then.
Turns out my original Google CS rep is “out of the office” and it was taken up by “Mary” who got back to me and even got it resolved. They will go ahead and deactivate/lock the device they original sent , so sucks for the UPS guy who “lost it”. Looks like I’ll be getting a refund issued since UPS admits it got lost in transit. Just wait for that to show up and order another one … from Amazon.