Google Store Mountain View — Attraction in Mountain View

Gemini review of google customer service: It sounds like you've had a very frustrating experience with Google Pixel customer service, and you're not alone. Many users have expressed similar frustrations with the difficulty of getting timely and effective support. It's a valid question to wonder how a company as large as Google operates its customer service. Here's a breakdown of what's happening and some of the key issues: Outsourcing and a complex support structure: Yes, Google does outsource a significant portion of its customer support. It's a common practice for large tech companies to use third-party vendors for tasks like call center operations and email support to manage costs and provide 24/7 coverage across different time zones. This can lead to a fragmented experience. You might be communicating with different agents, and there can be a lack of continuity in your case. This could explain the one-sentence emails and the feeling that you have to start from scratch with each interaction. The use of contractors has even been reported to outnumber direct hires at Google in some instances. The issue of getting "the right answer": Part of the frustration you're experiencing can stem from a support model that often relies on a tiered system. The first line of support might be a chatbot or a representative with a limited script, who is paid to handle a certain volume of inquiries. If the issue is complex, it needs to be escalated to a higher tier of support, which can take time and often leads to the communication gaps you're describing. For hardware issues, it can be even more complicated. You might be dealing with a repair center that is a separate entity from the support team, leading to more communication breakdowns. Is it a lack of a great product or service? This is a question with a complex answer. Google is known for its innovative products and software, and the Pixel phones are often praised for their cameras and software experience. However, the customer service experience has been a consistent point of criticism for a long time. It can be argued that a great product is only as good as the support that backs it up. The poor customer service reviews are not a secret. Online forums and review sites are filled with accounts of users who have had trouble with repairs, replacements, and getting a clear resolution to their problems. How to contact Google Pixel support (despite the challenges): While it may not be a perfect system, here are the official ways to try and get in touch with Google Pixel support: Online Help Center: The Google Pixel Help Center is the primary starting point. It has a wealth of articles and troubleshooting guides. Phone Support: There are contact numbers listed, but you might have to navigate through automated menus and waiting times. Chat: There is often a chat option available through the support page. Social Media: Sometimes reaching out on platforms like X (formerly Twitter) to the @MadeByGoogle account can get a response. Email: While it may result in short responses, there are email addresses available for support. For example, support-in@google.com is listed for India. It's clear that Google has an opportunity to improve its customer support experience to match the quality of its products. Your frustration is understandable, and it highlights a critical area where many users feel that a company of this size should be doing...

In early January, after a Google Play update, my Pixel 6 gave me the dreaded account storage full warning. Supposedly my 15 gb of cloud storage was full, except it wasn't. I had 7.6gb of storage actually used. I looked online and found that Google forums had been reporting and discussing this problem for many months. For many the problem started with the update to Android 14 and Google had been promising a fix for some time. I tried online support and was getting little help, but one person stated the February update would correct the problem; It did not. The Google store website says, "Our experts can help you answer questions, get the most out of your devices, troubleshoot and fix issues, or help with installations." I made an appointment at the Mountain View store for February 7 to get expert help with the problem since the online support had failed. The "expert" in the store had never heard of the problem and was unable to troubleshoot or fix the problem. I was also told there was no one there capable of dealing with the problem. The expert on site then filled out a form that I was told would escalate the problem to someone who could resolve the problem. The support was unable to fix the problem, because it is a software problem created by Google. In the week following my visit to the store I had more communication with "support" and regular emails from Google telling me I was out of storage and telling me what additional storage would cost. The day after my visit the support emailed me saying, "We currently do not have a dedicated team that assists Google Storage issues but, let me go ahead share with you the steps to free up storage on your account." After more circles with support I tried a reset of the phone, as I was told this could fix the problem. It did not. I finally relented and bought additional storage and the problem was solved. It still says I have 15 gb of storage used, but I have 100 gb total, and the crazed software is not eating up my storage. I emailed support letting them know I had found a solution and Sam S wrote back "Glad to know that the issue is fixed after purchasing the storage. I've shared your experience with the specialist team internally." Apparently I found a solution that Google engineers could not figure out, but I have to pay a monthly fee for storage that I do not need to fix a problem Google created. At this time I was also told that the March update would fix the problem. It did not. I had even looked into getting a newer Pixel phone that does not have the problem, but the trade-in value offered by Google on the Pixel 6 means I will be looking elsewhere for my next phone. This was my third Pixel phone, and Google gave me no reason to own a fourth. Update 04/17/2024: After the April update the problem is still not resolved, and Google has done nothing, not even responding to this review. Maybe if I gave them five stars they...

Both days I came to the store they were busy and there were lots of visitors evidenced by the amout of suitcases and people wearing souvenir t and sweat shirts. I ventured to the new store to see if my phone could be fixed. I had dropped it and it landed on it's corner which I knew from experience that the resulting "white thick line" running vertical on the phone generally amounted to a new phone. The day before I went I called them for an appointment. I arrived on time and the service tech was free and ready to greet me. I described the drop and the results and seeing as that it could turn on but had lost some functionality it could probably be repaired. I approved a screen replacement as it had 2 big scratches in it. He said it would be done in 3 hrs. As I couldn't make it back before closing, I opted to pick it up the next day. When I returned my Pixel 5 was looking brand new! Finishing up at the repair center I was able to spend time in the store. First off the whole building is amazing with natural wood gracing the walls under a sloping roof. The winding large isles are full of shelves displaying Google electronics. I know there is a new phone in the near future so I wanted to see if the larger Pixel 8 would fit a normal womens hand. Happily the width hadn't changed but it was about an inch longer. It handles nicely and comes in 4-5 colors. The amazing camera has been fitted with another lens, 3 total. Along with the new lens comes a host of new software that can help you take the pics to the next level. New features for the camera with features like seamlessly removing whatever you want. The 8 pro and 8A do not disappoint! I also browsed the Googe watch...sleek, well built, and loaded with new tech. I ran out of time before I could demo Googles other offerings so another trip will be planned. Googles 1st store was nice, but it was limited in size. The building the store is housed in now is spacious and calming making it ideal for browsing. There are plenty of staff helpers circulating that can answer your questions and supply you with product selections. I found them engaging and very knowledgeable - not pushy. The outside of the building reminds me of a ski lodge in some Scandinavian countryside and has the identical front style as does each of the other sides that makes it hard to find where to go as you can't see the building number while driving and trying to avoid pedestrians. While parking isn't the best, they do offer valet service and there is a handicap drop off place out front. Otherwise parking for visitors is at lot 4 of Shoreline Amphitheatre and its a 4 minute walk to the building. Google's store is a beautiful addition to their campus. They have everything you might want. Lets see, Next trip I'll be sourceing a new phone, new watch new tv controller pad and maybe another...