[UPDATE: Google Responds] Problems In Google's RMA Systems Are Wrongly Resulting Into Account Bans, Money Deductions

UPDATE 03 January 2018, 01:29AM IST:

Google have posted a reply on the Reddit thread linked in the source. Here's what Google wrote:

Hey there u/DapperJet,

This is related to a similar issue that we found a few weeks back (comment for reference).

We've escalated this up, and it should be completely resolved shortly (including an account reinstatement, and a refund if applicable).

Thanks

The original article follows:

Excellent customer service should be a given these days, but sadly it isn't. A user on Reddit today shared about the shoddy experience he had with Google while attempting to replace his Pixel 2 XL. Before I tell you what Reddit user /u/DapperJet went through, I will briefly describe the replacement process for a device purchased from the Google Store.

If a device or accessory bought off the Google Store turns out to be faulty, the customer can request Google for a replacement. To do so, the customer has to contact Google's support staff and explain the problem to them. Once Google's support determines that the device is defective, they issue an RMA (Return Merchandise Authorization) number to the consumer. RMAs are of two types - standard RMA and advanced RMA. In standard RMA, Google requires the purchaser to ship the device first. Once Google receives the device, they examine it and only if it turns out to be faulty do they allow for a replacement. In an advanced RMA, Google lets the buyer book a replacement right away and places a hold on the customer's credit card amounting to the cost of the replacement device. The consumer then has 21 days to get the old device back in Google's hands. If the customer fails to abide by the twenty one day limit, Google deducts the cost of the replacement device from the customer's credit card. Advanced RMAs are preferred because they are quicker and the consumer always has a device in the hand. To avail advanced RMAs the buyer's credit card limit must be able to accommodate for the cost of the replacement device. In both standard and advanced RMA, the courier charges are borne by Google. Google then emails the RMA number along with courier details (like shipping labels) to the buyer. The email is sent to the mail address using which the device was purchased from the Google Store.

Reddit user /u/DapperJet availed advanced RMA to get his faulty Pixel 2 XL replaced. DapperJet claims that even though he sent out the defective Pixel 2 XL to Google within the twenty one day limit, he was still charged by Google for the replacement device. In fact, when DapperJet talked to Google's support staff, they confirmed that they had received the faulty device. Since Google had received the device, DapperJet demanded the charges on his credit card to be reversed. When Google didn't revoke the charges for two weeks, DapperJet filed a chargeback with his credit card provider. For the unfamiliar, a chargeback is the return of the money spent. I have included the Wikipedia definition of the same below.

Chargeback is the return of funds to a consumer, initiated by the issuing bank of the instrument used by a consumer to settle a debt. Specifically, it is the reversal of a prior outbound transfer of funds from a consumer's bank account, line of credit, or credit card.

A few days after issuing a chargeback, DapperJet got an email from Google stating that his account has been permanently banned owing to violation of terms of services. DapperJet still tried to pursue Google's support in the hope of getting the ban overturned. However, Google's account specialist maintained the ban. Reason? In words of DapperJet, "They didn't give a reason, simply repeating that the terms of service were broken."

As a result of the ban, DapperJet can't access any of the Google services that involve payments like Android Pay, YouTube Red etc. It's not a complete ban, that is, DapperJet can still access Gmail and Google Photos, but he has been denied access to multiple Google services. I have been an Android user for a couple of years now and I have used the Google services (like Photos, Drive, Gmail) so much that if I'm ever wrongly denied access to any one of these, I will feel as if I have been locked out of my own house.

This isn't the only issue out there. There are several other cases (like this) wherein customers have been wrongly charged for the replacement device. We hope this issue gets resolved soon.


We have reached out to Google for a comment. We will update this post when we hear back from them.

Source: Reddit

[Image credits - Google]

Krittin Kalra

Krittin Kalra is a 20 year old Android freak. Striving for passions, chasing down his dreams and living a life without regrets is his sole mantra. A bit moody, he also does custom ROM reviews for AndroGuider. Currently pursuing his B.Tech, he aspires to follow his heart.