Google Customer Support Part 2

You have to go back and read my last post for this one to make sense. I got a reply from my new friend Mahesh at Google. Here is an excerpt:

Hello Chuck,

Thank you for your valuable feedback. I understand your frustration and I apologize for the inconvenience caused.

Orders are shipped based on the estimate in your order confirmation email. Once an order has been processed you’ll receive a second ship confirmation email, after which it will take an additional two business days for your order to be delivered.

I’ve reviewed the status of your order and see that your order is processed and a tracking number is generated. Your UPS tracking no is 1Z7F382V0205225927. Please allow up to 24 hours for the tracking details to be updated on their website. You can track your UPS delivery here.

Once again, I thank you for your patience and understanding while we are trying to complete the shipment of all our valued Customers.



I like his lead. At least he apologizes. (Note: Apology goes a lot further than a statement of policy!)  Then the confusion begins. He states Orders are shipped based on the estimate in your order confirmation email. What does that mean?!? I would think orders would be shipped when the product is ready to ship. Then the part I really love. He assures that I will get a second email from UPS, but it may come 24 hours late! So, my package just might arrive before I get an answer to my original question, which was: When will I get my package? I guess the answer is: You will get your package sometime before you get a notice saying you will get you package sometime soon.

Maybe the backup was caused by their attempt to “complete shipment of all of their valued customers” (perhaps he means “to all of our valued customers”). I am sure that at this point Mahesh would like to ship customers like me somewhere!

I don’t really have any brilliant insight at this point. But I do give Mahesh credit for apologizing and trying to explain what is going on. The take away is: When you are wrong, apologize!


2 thoughts on “Google Customer Support Part 2”

  1. Thank you for your valuable post. In two business days, you will receive an email informing you of my intent to reply. I apologize for the inconvenience this may cause me. If you would like to reply as well, you must wait for a confirmation number which will arrive along with the original email you received. Using the tracking device we have placed within that email, you may contact tech support and they will reveal your true intentions. Thank you for my patience in this matter.

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