Unable to Get a Refund from Google Device Store

mroarsome on 09/02/2017 - 15:34

Hey guys,

I bought a Nexus 5X from the Australian Google Store last year however it developed an issue where the touchscreen stopped working correctly. I raised it with Google support in November 2016 and they promptly sent out a replacement device.

This would normally be the end of the story, but the replacement device was shipped from Hong Kong and took a week to arrive and when it did the device was dead on arrival. It wouldn't power on and felt way lighter than my old phone - like it was completely missing the battery. Google's response was "Oops sorry, send it back". They told me to use the same box and send it back to Hong Kong. About a month ago I got a new phone and wrote to Google stating I don't want another device, I just want a refund. They have since pretty much just ignored my emails - replying with generic statements. For example:

Thank you for contacting Google.
Thanks for providing the details.Please do not worry.

The last email I got was:

Please do not worry. I've escalated your issue to our product experts. Our specialist will update you within 24-48 hours.

That was over a week ago. I paid full price for my device at the online Google store thinking I was paying a premium for better support but this is the worst support I have ever had.I would ahve been better off shopping at Kogan.

What can I do?

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Comments

  • spackbace on 09/02/2017 - 16:04

    About a month ago I got a new phone

    What's wrong with the new phone?

    • mroarsome on 09/02/2017 - 16:09

      Nothing. I bought an iPhone in the interim while waiting for Google to fix my phone. However, I still want a refund for my device under warranty.

      To be clear I have/had:

      • Original Faulty Nexus 5X (Still in my possession)
      • Faulty Replacement Nexus 5X (on its way back to Google)
      • New working iPhone (that I purchased while waiting for Google)

      I paid $700+ for the Nexus that lasted ~6 months… I want a refund or at least a working replacement device.

      • spackbace on 09/02/2017 - 16:11

        Faulty Replacement Nexus 5X (on its way back to Google)

        How long ago? Did you pay for tracking, signature on arrival etc?

        • mroarsome on 09/02/2017 - 16:13

          Google themselves organised a courier to pick it up. I printed a label as per instructions and used same box the device came in. It was sent back December last year.

  • Diji1 on 09/02/2017 - 16:23
    -3

    The truth is Google are hopeless at everything other than search, collecting all the data it can on you and displaying ads you do not want.

    Certain sections of the media treat Google as though they're magical for some reason.

  • dasher86 on 09/02/2017 - 16:29

    Did you try calling them?
    In the past google has been amazing with their customer service to me.

  • Richardc on 09/02/2017 - 16:33

    u better ring them up, last time I rang up for the TAX invoice with ABN for TRS, and the call was direct to US, I found out because he was surprised that there's a place call Monterey in Australia.

  • stratbargain on 09/02/2017 - 16:48

    You waited until they sent you a new phone before telling them you didn't want it?

    I'd suggest selling it on ebay/gumtree and move on with your life. They have replaced the faulty unit with a working one. Case closed?

    • mroarsome on 09/02/2017 - 17:10

      No - I never received a working replacement device. The replacement unit was ALSO faulty. I do not have a working replacement phone from Google. I only wanted a refund after they sent me the faulty replacement phone.

      I purchased another phone while waiting for Google to sort it out.

      • stratbargain on 09/02/2017 - 17:26

        Ahh that makes more sense. Good luck

  • scotty on 09/02/2017 - 17:21
    +1

    Did you check the device refund police of Google Store? This one mainly applies to US customers though, but it appears that Google only refunds if you send back the device within 15 days of receiving it. You mentioned that you have purchased the Nexus 5X for over 6 months so Google might be able to refund you, but provide you a replacement instead.

    As of "I was paying a premium for better support" — unfortunately Google is famous for their lack of support for their consumer products. For Australian stock phones better to buy it from reliable local stores like Mobileciti.

    • mroarsome on 10/02/2017 - 10:25

      Thanks, yeah the more I read the "better support" is for US customers only, it is not extended to other overseas markets.

  • Randxyz123 on 09/02/2017 - 20:19

    Does the google store have a phone number? Call them tomorrow morning. Or have them call you

    How did you pay? Could you try doing a charge back / warranty claim on your credit card…?

  • ozdavo on 09/02/2017 - 22:53

    Chinese new year…

  • mroarsome on 10/02/2017 - 10:02

    UPDATE - I gave them a call last night. After an hour of escalation their official word is: no refund, replacement only.

    They claim that the Google store for Australia operates out of Singapore so is not held to Australian Consumer Law therefor I can not choose between a refund or a replacement. News to me, but I did check my invoice and it does indeed state:

    Purchased from:
    Google Asia Pacific Pte. Ltd.
    8 Marina View, Asia Square 1 #30-01
    Singapore
    018960
    Singapore

    I was however charged in AUD and my phone came with an Australian charger etc. As far as I was aware, I was buying from an Australian online store.

    Anyway, so my faulty replacement phone has gone missing in transit so there is nothing they can do until they get this back. Until it turns up in their system I don't get another replacement device. Lucky I bought myself another phone.

    I have owned every Nexus S, Nexus 5, Nexus 6, Nexus 7, and the Nexus 5X as well as a Chromecast and every single device has had something wrong with it. I always bought these from retail stores and never had any issues with returns, e.g. walk in, walk out with replacement device at lunch time. Buying from the Google store is just a waste of time and money unless you live in the USA.

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