[...]
>> but 24-7 customer support is much more important
>> if they expect this promising service to be used
>> in a reliable manner.
That's exactly what I said one month ago:
3. Google must put in place a live customer service (chat or voice) like any other company who handles your money. People can't afford to have problems with their CC/order/etc... and receive automated emails for that matter!!
http://blogoscoped.com/forum/42115.html#id42400 |
i'm currently having a problem with Google Checkout and buy.com. I can't figure out who's fault it is, so I'm not blaming either.... yet.
I made an order for an in-stock item at buy.com on July 21, and used GCheckout to pay. I got payment and order confirmation, but my order number does not register in the buy.com "check order status". I emailed buy.com last week, then called them twice over the weekend. My calls were sent to an overseas call center and they said "we received your email question, please wait 3-5 business days for a reply."!! WTF – i'm talking to you NOW, please tell me at the least if the order was submitted correctly.
It sounds to me as if there was a problem in the interface between GCheckout and buy.com.... |
""but 24-7 customer support is much more important if they expect this promising service to be used in a reliable manner."
I can't agree with that more .. why cant google just have a CRM support and shift the BPO offshore .. at least the value props will be more sustainable!! |
i just talked to buy.com customer support again and this guy confirmed there was a problem getting an actual order created at buy.com because I used Google Checkout. to get the order actually submitted, my case "had to be escalated".
Definately not a good way to start my GCheckout experience..... |
yes, I noticed the Google& Buy defects on day one when doing a review
http://slash.pd.googlepages.com/checkout1.png |
Still no news from the Google Checkout Team...Four contact forms and emails later. My client also has received no notification from Google.
It's a bit mysterious just to silently note an order as "cancelled by Google" and then not reply to enquiries.
A little "we got your message and are looking into it.." would make sense. |
First reply from Google:
"Hi..
Some orders are reviewed by Google to protect merchants from high risk
transactions. During the course of the review it may be determined that
the best course of action is to cancel the order. This is usually
because we are unable to verify information regarding the order. Our
specialists review these orders to protect you as a merchant by making
sure that you aren't out your product and your money.
I am hearing that we are not being as up front about this process with
you as we should. We've talked this over and we are now working to
get you more information about why these orders were cancelled sooner.
GoogleCheckoutPro" |
So now a phone call from a Google Checkout manager. They will contact the buyer and explain and have them re-enter. So, someone's listening!
The good news is he says they are working diligently on developing better notification systems so that buyer and seller get notified if there is a problem.
In this case names didn't match up. But who would have known unless Google provided timely and informative feedback.
We'll see what changes they come up with.
|
The upshot of it from the client's point of view is that they gave up, too many problems, and are sending me a check!! |
