I want to make a complaint for the service I received today. I am unhappy with the technical skills of the customer service reps. The mic of my phone has not been working properly. I called the 611 support desk at 7:40pm. The first rep did some trouble shooting but unable to figure it out, so he transferred the phone to another rep at 8pm. The second rep seemed to be knowledgeable and used different trouble shooting methods. However, he still can’t figure it out. He agreed sending me a new phone. In the meanwhile, he would help me get back all my information as we backed them up. At 8:45pm, I restarted my phone and reset my phone per his request. However, my applications, text messages, and some photos still can’t be retrieved. I was shocked that all these have been lost. At 9:15pm, he transferred me to a Google customer rep. She didn’t know what she is doing and also unable to retrieve my information. What made it worse is that she asked me to reinstall the applications and will follow up in 24 hours. I am very angry of the incompetency of the reps and the bad service received. As a customer, we trust you in helping us resolve issues not create issues. I am also upset with Google’s incident remediation process.
I gave my phone to my husband, and within 10 minutes he was able to get most of my messages, call history, and apps / app data restored – there were ways and settings on the phone that none of the service reps had me to do. They didn’t seem to know about the device, more than a person off the street spending 10 minutes couldn’t figure out!
