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Getting more stressed each day!

camperbc

camperbc

Newbie
Well, it has now been a week since we ordered our two Nexus 7's from the Google Store, (Canada) and we have yet to receive them. Also, I have now sent a total of five messages to Google Canada regarding my concerns about possibly getting forced to pay extra duty/brokerage, (Canadians usually must pay brokerage fees at the door when receiving UPS shipments from the USA) which have been completely ignored! Is there absolutely no one in charge of customer service at all? How is it that they do not feel it at all necessary to reply to customer's questions/concerns? I'm completely dumbstruck that this company chooses to carry on in this manner.

And as if we are not stressed out enough about our missing tablets, total lack of communication, and possibly having to pay extra UPS brokerage fees, now we're getting worried about all this screen separation talk. Does anyone know whether this still continues to be an issue? Or are we seeing signs that things are improving? Can we expect to still see this lifting screen nonsense on our tablets purchased the first week of September?

My daughter and I were so excited about the launch of this new tablet, and were ecstatic to finally have ordered one each, yet to date all we have to show for our efforts is a ton of stress. I'm hoping to hear back from some Canadians who have ordered their tablets from Google Play; to hear if you did, or did not, have to pay the dreaded "brokerage fees". As it is, we have paid over $300 each for our tablets! SURELY we would not be forced to pay more at the door!?!?

Glen B.
 
I'm pretty sure it takes longer than that to process the order and ship it.
Was there anything in writing telling you how long to expect for shipping, or did you pay for expedited service?
If you made an assumption about it taking a week then it may have been an incorrect one.

These things are selling like hotcakes, and it may have something to do with the delay. Also Google doesn't seem to be able to keep up with correspondence regarding this device, so that might explain the radio silence.

IMO a week is maybe about halfway there if you made a regular order, but then again I can't speak for Canada either.
 
They were shipped out a week ago; actually took 7 days just to leave the USA. I can live with it taking awhile to get to me; I'm more concerned about getting nailed for more money upon delivery, and the fact that they seem to have tons of QC issues.

I can understand Google being a bit slow to respond to messages, but I doubt most people would think that after a week they would still have received not one reply!

Glen
 
Well I'll put it this way, its really the luck of the draw when it comes to this screen separation issue. My business partner picked one up at Staples last Thursday and its absolutely perfect in every way. Meanwhile I picked up one for my brother on Saturday morning that supposedly arrived Friday evening from a new shipment and it had the screen separation issue. We did an exchange and the second one had the same issue? He's a little less patient then me and called it a day right there and decided to just not roll with getting a Nexus 7. It pretty much looks like the problem is still there on the left side of the units, however it just varies on which ones have the problem.

Lol...I went through 4 units in order to get one without the screen separation issue, yes 4! While I still like my Nexus 7, I'd have to say the lack of quality control on an issue like this is astounding.

Either way, good luck my man!

Just an idea, check the Staples Canadian website and see if you can order it through them? If so, I'd call my credit card company and cancel the Playstore order and just give Staples a shot. They also carry them here in the states at GameStop and office depot if that helps any...
 
Despite all the conveniences the internet affords us these days, when you really want an answer, call. I hate talking on the phone so I always try to settle my business online, but at least when you call, someone will answer right then and there and hopefully be able to get you the info you need. In the time you spent sending 5 separate messages and waiting for a reply, you could have just picked up a phone and called.

Also, your rant seems to be directed at Google, when none of it really has to do with them at this point. You said yourself the items actually shipped out a week ago. Once they're out the door, Google has fulfilled their responsibility, now if you have any issues, your business is with the delivery service, or with customs at the Canadian border. I have always heard that getting things shipped across the border can slow it down for a few days until the package continues on its way, and yes sometimes there can be fees involved. I forget how it works, I think if you declare something as a gift they won't charge you anything, but if it's just a commercial purchase, there may indeed be fees. If you get in touch with Google they may not even have the answers you're looking for, they don't control customs fees at the border. They sent your item and that's the only part they have control over.

If a business deserves to be criticized I have no problem with it, but in your specific case I feel you're a little too upset with Google when they really haven't done anything wrong and I don't want that to spoil your enjoyment of the tablet whenever you do get it. Be upset with customs or the shipping service if you must, but Google sent your order.

I would try calling, but Google may be just as clueless as to where exactly your package is and whether or not it is going to cost you extra to receive it.

You may also call us at 1-855-83-NEXUS (63987).

Phone support is available 24 hours per day, 7 days a week.
Click to expand...
 
Google's customer support center has been completely overwhelmed I am afraid. Phone calls have excessive hold times, emails don't get returned in a timely manner, its just a mess. I am not sure if it is just a sign of massive demand, or something else.
 
Wow, PowerBomb, are you serious? (the condescending tone of your reply makes me think you are) You can't possibly believe that I shouldn't have any issue with Google if it turns out that I would be stuck paying $100 or more in extra duties/surcharges/brokerage fees for items ordered from "GOOGLE CANADA"!!! Come on now. Would you pay the extra money at the door? I doubt it.

I believe you have missed the entire point of what I was saying. I ordered from Google Canada, so one would naturally assume this means it would be coming from Canada. (and thus no cross-border brokerage) And you may think that a week is not too long to wait for a reply from customer service, but I'd say it's a pretty safe bet that 99% of us would agree that it's a bit ridiculous.

So I ask you; if you were Canadian, and you placed an order for two tablets, (totaling over $600, "including taxes and shipping" to Canada) would you be happy/willing to pay an additional $100+ at the door because they in fact were shipped from the USA?

Bottom line, If Google Canada is actually shipping these tablets from the USA, they should say so up front, when the order is placed, don't you think?

EDIT: Just so you know, I did in fact try calling by phone multiple times prior to emailing, and after more than an hour (on 3 separate occasions) I still had not been able to speak to a human.
 
damiencannell said:
That sucks buddy. Hope you get it all sorted without any extra fees.
Click to expand...

Thanks Damien; I just heard from a Canadian on another forum (recently ordered a N7 from Google Canada) who did not get nabbed at the door for additional duty/surcharges/brokerage, so that is indeed a relief. I will report back once I've received my parcel.

Glen
 
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