Nexus Support Experience

[AnotherBob]

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.

[redtarget]

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!

[RULINGCHAOS]

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.

[robdog2232]

Where is the N7 made?

Never mind, it's Asus and that pretty much explains it.

[Skydog]

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.

[RULINGCHAOS]

If it were made in the U.S. it would be twice the price, or close to it.

Like the Q.

[Plutose]

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 .

[NealJ777]

I'm Canadian...would that be a problem .

Eh?

[RULINGCHAOS]

Silly foreigners