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Ask HN: Reaching Someone at Google UK

2 points by tumaru ↗ HN
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.

8 comments

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getwiththeprog
You could try to contact your bank and put a stop-payment or refund on the transaction?
tumaru
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.
beardyw
You say you have contacted the courier. I assume that means that you had communication that it has been dispatched?
tumaru
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.
beardyw
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.
tumaru
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.

tumaru
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.