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Thread: Nexus Support Experience

  1. #1
    Junior Member AnotherBob's Avatar
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    Nexus Support Experience

    My experience today with Nexus 7 support -----

    While entering the necessary name, address, and credit card info to get the $25 Google Play credit, the app gave me an error message something like "the credit card you entered is not eligible for this promotion". WTF ? Then, there was no way to get back and try to re-enter all of the info.

    So ... then I tried the help page. What a joke that is ! Then I called the support center (you enter your phone number and they auto-call you back) and got put into the call queue with a warning that they were swamped and to expect very long wait times.

    I put the phone on speaker and went about my playing with the N7. ONE HOUR plus 10 MINUTES later, I was connected to a rep (he actually speaks English and is located in Utah) who was quite puzzled by my experience. At first he said that any N7 purchased from a retailer probably was not eligible for the $25 credit, but accepted it when I told him that was not the case with mine. Anyway, he was patient and hopeful that he could figure it out. 10 minutes later, it was fixed. Here's what I learned while chatting with the technician ---

    1. If all else fails, do a hard reset to the factory defaults.
    2. log out and then back into your Google wallet on another computer, cancel out any credit card info you find there, and re-enter it all. Save the card. Log out.
    3. Then, re-do the whole setup process and it should offer you the $25 Play Store credit process again.

    It worked !

    Now ---- of particular interest to all who did NOT buy directly from Google :

    The technician told me that Google Support will not provide help to those customers who purchased their N7 from a retailer. You have to go back to that retailer for support. I told him that seemed quite odd and he agreed but that is what he is being told. How will that work ? Beats me ! He further said that this was causing a lot of confusion with the retailers. Hopefully this will all sort itself out when the launch craziness settles down.

    The support center is completely overwhelmed with calls and he said that customers were really complaining about horribly long queue times.

    Overall, a very good experience --- once I got through to a technician.
    Plutose likes this.
    Never argue with an idiot. Bystanders won't be able to tell the difference.

  2. #2
    Senior Member redtarget's Avatar
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    Any new item is going to have some bugs in the support process. I remember the day I got my Razr (day before official launch... for once Verizon did something in my benefit!). The only problem was, most of us who got it a day early had problems getting it activated. I called in for support and the person who answered never heard of the Razr and I had to verify that it was indeed a real product by giving her all of the numbers from the box.

    Everyone is learning about this around the same time as those who are getting them. So it will be a few days or weeks until all settles down and they have the system ironed out. Glad to hear that you got your issue resolved and had a good experience once you got a technician on the line!

  3. #3
    Senior Member RULINGCHAOS's Avatar
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    Good to know. I will refer to this thread if I need to.

    Gotta like Google’s positive take on American made things.

    American tech support? Nice.
    Originally Posted by Oscar Wilde
    I am not young enough to know everything.

    I live for two things. Coffee and garlic.

    Friday the 13th was a lucky day for me.
    Proud owner of N7 7/13/12

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    Senior Member robdog2232's Avatar
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    Where is the N7 made?

    Never mind, it's Asus and that pretty much explains it.
    Last edited by robdog2232; 07-14-2012 at 06:46 PM. Reason: removed head from butt
    Follow me on twitter @robdog2232

    Seriously looking forward to the upcoming Nexus lineup, even looking forward to some good rumors!

    Device History : OG Droid(rooted, liquid smooth rom), Droid RAZR(rooted, stock rom) , Nexus 7, Galaxy Nexus (rooted) (not very interesting, I know)

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    Senior Member Skydog's Avatar
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    Quote Originally Posted by robdog2232 View Post
    Where is the N7 made?

    Never mind, it's Asus and that pretty much explains it.
    If it were made in the U.S. it would be twice the price, or close to it.

  6. #6
    Senior Member RULINGCHAOS's Avatar
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    Quote Originally Posted by Skydog View Post
    If it were made in the U.S. it would be twice the price, or close to it.
    Like the Q.
    Originally Posted by Oscar Wilde
    I am not young enough to know everything.

    I live for two things. Coffee and garlic.

    Friday the 13th was a lucky day for me.
    Proud owner of N7 7/13/12

  7. #7
    Senior Member Plutose's Avatar
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    Quote Originally Posted by RULINGCHAOS View Post
    Good to know. I will refer to this thread if I need to.

    Gotta like Google’s positive take on American made things.

    American tech support? Nice.
    I'm Canadian...would that be a problem .
    If life gives you lemons, you make lemonade - but what about when life gives you lime?

  8. #8
    Senior Member NealJ777's Avatar
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    I'm Canadian...would that be a problem .

    Eh?
    Neal
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    My Blog

  9. #9
    Senior Member RULINGCHAOS's Avatar
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    Silly foreigners
    Originally Posted by Oscar Wilde
    I am not young enough to know everything.

    I live for two things. Coffee and garlic.

    Friday the 13th was a lucky day for me.
    Proud owner of N7 7/13/12

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