Ask HN: Reaching Someone at Google UK

#1

Post by tumaru » Wed, Sep 11, 2024, 11:14 AM UTC

Apologies if this is not the right place or way to do this but I've run out of options otherwise.

I've ordered an item from the Google Store in the United Kingdom last week, which did not arrive. I've contacted the courier (DPD), who told me to contact Google (which I have done several times).

I've been trying to get a refund for several days now, but I can't get past whatever script everyone in Google support is following by phone/email/chat.

Is there any way I can get someone to actually seriously engage with my issue? At this point I keep getting told that they are "raising an investigation" but won't tell me anything further.

Thanks in advance, and sorry for the spam. I'm at the end of my rope in trying to deal with Google here.

Re: Ask HN: Reaching Someone at Google UK

#2

Post by getwiththeprog » Wed, Sep 11, 2024, 11:20 AM UTC

You could try to contact your bank and put a stop-payment or refund on the transaction?

Re: Ask HN: Reaching Someone at Google UK

#3

Post by Nextgrid » Wed, Sep 11, 2024, 11:34 AM UTC

Dispute the transaction.

Re: Ask HN: Reaching Someone at Google UK

#4

Post by tumaru » Wed, Sep 11, 2024, 11:42 AM UTC

Just to add, I have heard horror stories of entire google accounts being nuked in retaliation for disputing the transaction. So I'm hesitant to do that until I can untangle myself from google services.

Re: Ask HN: Reaching Someone at Google UK

#5

Post by beardyw » Wed, Sep 11, 2024, 11:55 AM UTC

You say you have contacted the courier. I assume that means that you had communication that it has been dispatched?

Re: Ask HN: Reaching Someone at Google UK

#6

Post by tumaru » Wed, Sep 11, 2024, 12:02 PM UTC

beardyw wrote: post #5

You say you have contacted the courier. I assume that means that you had communication that it has been dispatched?

Yup, which updated to "sorry there has been an unexpected issue". When I contacted them they told me I had to tell Google to raise an investigation, as it's not normal for the tracking to stop updating. I don't know if the order was stolen, or the driver had an issue but at this point with no useful information I just want to cut my losses.

Re: Ask HN: Reaching Someone at Google UK

#7

Post by tumaru » Wed, Sep 11, 2024, 12:13 PM UTC

To also add, I have tried contacting DPD again today, who tell me that Google haven't raised an investigation yet - despite them assuring me they had done so last week Friday.

Re: Ask HN: Reaching Someone at Google UK

#8

Post by beardyw » Wed, Sep 11, 2024, 12:27 PM UTC

tumaru wrote: post #6

beardyw wrote: post #5

You say you have contacted the courier. I assume that means that you had communication that it has been dispatched?

Yup, which updated to "sorry there has been an unexpected issue". When I contacted them they told me I had to tell Google to raise an investigation, as it's not normal for the tracking to stop updating. I don't know if the order was stolen, or the driver had an issue but at this point with no useful information I just want to cut my losses.

I'm no expert at this, but I would have thought it a more solid case to demand the goods, which after all is what you wanted, until there is evidence they won't be delivered. Less likely to raise suspicion? I may be wrong.

Re: Ask HN: Reaching Someone at Google UK

#9

Post by tumaru » Wed, Sep 11, 2024, 12:30 PM UTC

beardyw wrote: post #8

tumaru wrote: post #6

Earlier quoted context omitted.

Yup, which updated to "sorry there has been an unexpected issue". When I contacted them they told me I had to tell Google to raise an investigation, as it's not normal for the tracking to stop updating. I don't know if the order was stolen, or the driver had an issue but at this point with no useful information I just want to cut my losses.

I'm no expert at this, but I would have thought it a more solid case to demand the goods, which after all is what you wanted, until there is evidence they won't be delivered. Less likely to raise suspicion? I may be wrong.

Either way it seems "an investigation" is needed, which despite claims to the contrary made late last week, google have not done yet.

At this point, it seems clear that the item has been lost/stolen, but I'm still in the same impasse whether or not I ask for a refund or a replacement. A black box of heavily-scripted "support" that can't actually reassure me that this is being looked at.