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Chernobyl
Community Member

Terrible Customer Service, Never Received my Package and Got Ghosted on my Refund

I apologize because I'm sure this is the wrong venue to be posting something like this but I have no idea where else to go in order to bring attention to my case, at this point. Please let me know if there is somewhere that I may have better luck with this type of post. I've had a Google support case (6-1551000028744) open for almost a month now and for the last 12 days of that time, I've been completed ghosted by the support staff. It's gotten to the point now that I'm emailing at least once a day with absolutely nothing to say other than "Good Lord, somebody give me any insight into what's going on with this god-forsaken ticket." Mind you, the ticket is regarding a lost Stadia package, containing the $100+ Google product that I ALREADY PAID FOR. Please, for the love of all things holy, if someone reading this can get that ticket on the road or help me do so, I'd greatly appreciate it.

1 Kudo
6 Replies
Chufu
Platinum Stadia Guide
Platinum Stadia Guide

Maybe @GraceFromGoogle is help you out in this matter. I know it can be frustrating to not receive the package you paid for and also don't get helpful answers of the customer support.

May I ask if the problem exists at the moment with the carrier (deliverer) or did Google not bring the package on the way to you?

Anyway I hope you'll get a solution soon.

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Chernobyl
Community Member

@Chufu FedEx officially lost the package and told me to bring the issue back to Google, as they would need to file a report of some kind at this point in the process. I've been stuck at that point ever since. Honestly, it really sucks even more as a rabid fan of the Pixel line, that's a big part of why I even preordered the Founder's Edition of the Stadia, pure enthusiasm. This whole experience has been really disappointing and disillusioning. I'm pretty confident that I won't be purchasing another Pixel device now. I can't imagine dealing with this level of neglect if it were an issue with my phone, an actually integral piece of hardware in my daily life. Sorry for the rant.

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Chernobyl
Community Member

@GraceFromGoogle @ChrisFromGoogle can either of you help me out with this? I'm still hearing nothing from support.

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ResidentDufus
Community Member

I am having almost the exact same problem. FedEx determined that my package was too damaged and shipped it back to the origin facility. Contacted Google, got a case number 4-5879000028407 and was told it would be escalated to the shipping team and would hear back within 24 hours. That was on 12/03/2019. I replied to that email to get someone to respond to me and have not heard anything back. I even approached my bank about doing a chargeback but, since I used my debit card, I have to get the refund from Google. @GraceFromGoogle @ChrisFromGoogle or someone. I don't care if I get a refund or if a replacement controller/chromecast is shipped out. Just any response would be better than nothing.
1 Kudo
Chernobyl
Community Member

I'm sorry to hear that you have to go through this too, @ResidentDufus. It's really getting pretty ridiculous at this point, this is absurdly bad customer service. @GraceFromGoogle @ChrisFromGoogle any thoughts?

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Chernobyl
Community Member

Still haven't heard anything. Going to have to dispute this with my bank, I guess, unless @GraceFromGoogle or @ChrisFromGoogle can help me?

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