~~~A lesson in bad Customer service a la Googlegear ~~~

[EXman]

Here is a e-mail back from googlegear regarding a transaction I made Feb 18th for 2 sticks of Ram for $103 each I recieved 1 stick last thursday but the other stick is still sitting in their warehouse in "packed status" I e-mailed them on Monday Morning to ask where my other stick of ram was and they said they sent me an e-mail (that magically I did not recieve) verifing that I made 2 orders. The thing is I still do not have my other stick of ram and now it is $4.50 cheaper if I cancelled it and reordered it today. They still want to charge me last weeks rates on something they have not even shipped out to me yet. Not to mention I have to wait who knows how long to get my second stick of ram? So I asked them to credit me $9 (for both sticks) I feel I have been jacked around on the second stick and $4.50 extra in compensation is not too much to ask for an order that is a week overdue. I can see why there is a Googlegear basher thread over at Hardforums...

check this e-mail out:

Dear customer,

Unfortunately our normal verification process is AT LEAST 1 business day and may require longer. This is clearly stated on our website. Internet ordering requires more time to verify since we do not physically have your credit card. Our bank needs time to process your information for the safety of our credit card holders due to the large amount of fraud orders in the market.
Due to the constant price changes in the market, we cannot guarantee prices. Unfortunately, as stated on our website, we do not offer price adjustments or price matching at this time.
http://www.googlegear.com/jsp/Service/PriceAdjust.jsp
We apologize for any inconvenience this may cause.

Thank you for your understanding.
Googlegear customer service


At 02:35 PM 2/26/2003 -0800, you wrote:


---------------------------------------------------------------------
Phonenumber: xxxxxxxxx
Description: Since you all have not still shipped my order that was made on the 18th (I never recieved an e-mail about a duplicate order thing until I inquired about it 2 days ago) and your current price is $4.50 less now (shipped price) I do not think it is fair of you all to charge me last weeks rates when you are hopefully sending it this week. I think waiting more than 8 days for 2 day shipping also deserves some compensation. If you could do a price adjustment of $9 on my order covering the price difference on boths sticks I ordered on the 18th would be most appreciated. I thought after my e-mail on Monday morning this would have shipped ASAP but it still says "packed" on Wednesday evening.

Please let me know how you are going to resolve this issue of customer service as I intend to rate you all online after this transaction finally completed.

Regards,

Mr. Exman (edited name and phone number )

WTF? I'm gonna leave some crappy resellerratings and pricegrabber ratings as well. They are incompetent and lack a desire to make things right to the customer. Hell I'd be glad if they just sold me the ram for what it is worth on the day they finally ship it. If they'd let me cancel it online now I would. But I cannot. anyone think if I emailed I could get a supervisor e-mail or phone number cause this Crap on the Customer stuff is for the birds! I just want my ram!

</rant>

 

[ElFenix]

no price adjust but it looks to me like the second order hasn't gone through, you should at least be able to get that cancelled and buy it from somewhere better

 

[EXman]

it says you cannot cancel a "packed" order.

I think I'm gonna try though let me see!

Here is my next e-mail to GG "This is a totally unacceptable and illogical e-mail that you sent me. You are taking way too long to send my order and now you want to overcharge me as well. I want the name, position, phone number and e-mail of the supervisor in charge of your so-called "Customer Service" I have read your website and it says nothing about waiting over a week for a package to process or about paying more than your website quotes! Cancel my order and give me the information I requested. And yes I know you can't cancel it now that it is "packed" I did read your website but under the circumstances I do not want to do any business with a company who treats it's customer as a # with cold prepackaged e-mails. "

to harsh? not enough?

 

[ElFenix]

can't cancel a packed order? wtf is that? are they drop shipping it?

 

[EXman]

If they ship I'll deny reciept and let my CC company sick 'em wish more companies would stock this HyperX stuff. I'm having horrible experiences trying to buy this stuff.

 

[drewski]

you should tell them that you will be posting to Reseller Ratings on how good OR bad your transaction went. i had a company waive their restocking fees on a CPU because i told them i would lavish them with praise on Reseller Ratings if they did good by me.

you may not feel like sucking up to them, but it can work better than ultra harsh communication . . . oh, and i did follow through on my commitment to praise them.

 

[JMU1337]

GoogleGear takes the cake this week!

 

[Sid59]

n e w e g g!

 

[Lithium381]

THAT'S terrible......not much you can do though

 

[EXman]

no kidding they already shipped my order yesterday as I find out this morning....

I'll just keep it and rate them bad and NEVER do business with them again. I already rated them poor at the AT ratings system

 

[rh71]

if they're on pricegrabber, rip them on there too.

 

[dabuddha]

just emailed them telling them ill never do business with them unless they mend their business practices

I think it'd help if everyone did so. Only way to get it into their thick skulls

 

[EXman]

I have to whole hardily agree I'm going to rip them when I can. and if they e-mail me back with the cust service supervisiors phone # I'll post that here to! well maybe not we'll see

 

[pulse8]

I recently placed an order there for my sister, using her card. Something weird happened with the order when I hit submit, because it didn't get to their servers and no order was shown as being placed. We decided to wait until the weekend was over to make sure we don't order twice. We called them on Monday and they said there was no order under her name. Before we went to order again, she noticed a hold on her credit card.

The order didn't go through and they had no record of one, but they put a hold on the amount for her credit card and had NO WAY of releasing it. She had to wait 5 days for it to drop before we could buy the equipment from them. Then, once we placed the order, it took them 3 days to pack and ship the order.

I'm never buying from them again. Their shipping prices are great, but it's completely NOT worth the hassle.

 

[EXman]

I recently placed an order there for my sister, using her card. Something weird happened with the order when I hit submit, because it didn't get to their servers and no order was shown as being placed. We decided to wait until the weekend was over to make sure we don't order twice. We called them on Monday and they said there was no order under her name. Before we went to order again, she noticed a hold on her credit card.

same thing happened to me at excaliberpc.com's site twice but at least they took steps to correct it I still do not know if it is settled.

 

[EXman]

those Pu$$ies at googlegear are ignoring me now!

can you believe it!

I'm gonna do some homework and get some retribution...:disgust:

 

[Bleep]

If they charged your card before shipping they are in violation of federal law.

Bleep

 

[EXman]

good point I'll let the CSR supervisor or head of customer relations answer that.