This is a rant. If you don't like rants then move along.
I am trying to purchase a Nexus 10. And this has been, without doubt, the worst customer experience I have EVER had. First: I buy a N10. The screen is defective, so I RMA it. The replacement arrives (eventually). It is worst than the first. I RMA it as well. I am sent the RMA forms and am told that TNT will send me the return shipping labels. After two days, no labels arrive. I call TNT. They tell me they don't send shipping labels out for Google and that I need to speak to them. They also tell me they will pick up the device, but I need a Google account code. I call Google. I sit on hold for 20 mins+ and am cut off. I call again. 10 more minutes on hold. They tell me the code, adding that they have had endless problems with TNT. I call TNT. I give them the code. They put it all through, but say they need an address to send it to. I don't have one, obviously. I call Google back - again. I sit on hold - again. I speak to 3 people this time. I am told by each that they do not have an address to give me. Yep: Google - which, as it's defining mission statement aims to gather up the world's information - cannot tell me where I have to send my Google device to be RMA'd'. They say that the address is in the barcode of the RMA, and that this can be scanned by TNT. I wonder how TNT can scan the barcode when the RMA form is put inside the box as per their return instructions, but am told that TNT have the code linked to my address. But TNT say they know nothing about it. Eventually I say I am going to put both my faulty N10s in a box - seal it - cancel my orders - and let Google fight it out with my credit card company when the monies don't arrive. After all: I have two faulty devices, and no-one can tell me where or how to send them back. I eventually - after about 1.5 hours on the phone - get put through to a supervisor, who tells me he is going to escalate the case. I have heard all this before, but apparently have no choice since the escalations shipping team don't come on shift for another 5 hours. I tell the supervisor that this is it, and if I don't get a definitive solution to this within 24 hours then I'm sealing the box.
And that, ladies and gentlemen, is where I am at. This is beyond parody. Literally unbelievable.
I am trying to purchase a Nexus 10. And this has been, without doubt, the worst customer experience I have EVER had. First: I buy a N10. The screen is defective, so I RMA it. The replacement arrives (eventually). It is worst than the first. I RMA it as well. I am sent the RMA forms and am told that TNT will send me the return shipping labels. After two days, no labels arrive. I call TNT. They tell me they don't send shipping labels out for Google and that I need to speak to them. They also tell me they will pick up the device, but I need a Google account code. I call Google. I sit on hold for 20 mins+ and am cut off. I call again. 10 more minutes on hold. They tell me the code, adding that they have had endless problems with TNT. I call TNT. I give them the code. They put it all through, but say they need an address to send it to. I don't have one, obviously. I call Google back - again. I sit on hold - again. I speak to 3 people this time. I am told by each that they do not have an address to give me. Yep: Google - which, as it's defining mission statement aims to gather up the world's information - cannot tell me where I have to send my Google device to be RMA'd'. They say that the address is in the barcode of the RMA, and that this can be scanned by TNT. I wonder how TNT can scan the barcode when the RMA form is put inside the box as per their return instructions, but am told that TNT have the code linked to my address. But TNT say they know nothing about it. Eventually I say I am going to put both my faulty N10s in a box - seal it - cancel my orders - and let Google fight it out with my credit card company when the monies don't arrive. After all: I have two faulty devices, and no-one can tell me where or how to send them back. I eventually - after about 1.5 hours on the phone - get put through to a supervisor, who tells me he is going to escalate the case. I have heard all this before, but apparently have no choice since the escalations shipping team don't come on shift for another 5 hours. I tell the supervisor that this is it, and if I don't get a definitive solution to this within 24 hours then I'm sealing the box.
And that, ladies and gentlemen, is where I am at. This is beyond parody. Literally unbelievable.
