- ERCOTDirector, Application Development, 2012 - present
- HigherTechConsultant, 2011 - 2012
- iTeres GroupVP, Consulting, 2009 - 2011
- DellSr Mgr, I/T, 2005 - 2009
- MetaBridgeDirector, Consulting, 2003 - 2005
- TSCSenior Principal, 1999 - 2003
- BearingPointManager, 1997 - 1999
- University of Texas at AustinMathematics, 1990 - 1994
I made a mistake on a device order and your shipping was quick enough that I was unable to cancel the order. You were helpful the first time I called and let me know I should just refuse delivery on the package and it would be sent back to you and a refund would processed within 14 days. So I did.
The phone arrived back with you on November 3rd. I called a couple of days later to make sure it had been received and you confirmed it had I should receive a refund in no more than 14 days.
So, about 14 days after you received the phone (and with no refund) I called again and was assured it would be there very soon. Then I called today and was told, "No, no one has clicked on the 'Process Refund' button. I just did that for you so you should receive your refund in no more than 14 days."
I asked if there was any way to expedite since you had the phone back 21 days and it still required a call from me to initiate the refund. No, I was told, process is process and it will take as long as the banks take. Understandable, but not OK. In an attempt to make me feel better, the rep on the phone looked at the history, saw that I had called a couple of times, and provided feedback to the previous reps who had not clicked the refund button. That's it.
Next was the obligatory, "Is there anything else I can do for you today?" -- "Umm, you could get my money to me sooner."
Crickets, of course. I know process is process. I use that excuse all the time. That doesn't make the situation any better. If you are bound by process you should look for other ways to ensure your customer is satisfied. Unfortunately, I think you have hit the point where your response is, "We are Google. Many of the technology comforts in your life revolve around us. It's not like you have somewhere else to go for all this, right?"
The truth is, Yes, there are other places I could go for all this. For instance, I could:
- Stop using #ProjectFi and move back to Verizon (I know, gross, but it cost me about the same and Verizon's coverage is better.)
- Get an iPhone. I have been an user since the original Motorola Droid and Apple is probably a worse choice for me in almost every way, but it's an option.
- Migrate the 1000s of documents I have on to OneDrive
- Move the 10000s of photos to...OK, I might consider leaving some of these services but probably not .
You get the point. My online existence revolves around Google products, both free and paid. I am not accustomed to being disappointed by you (I have mostly gotten over the deaths of Wave and Reader) but this sucks. Do better.
Ps: Spiegel articles are some of the longest and hardest to read... Even for educated Germans (like my wife)
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