Ask HN: Reaching Someone at Google UK

[tumaru]

Apologies if this is not the right place or way to do this but I've run out of options otherwise.

I've ordered an item from the Google Store in the United Kingdom last week, which did not arrive. I've contacted the courier (DPD), who told me to contact Google (which I have done several times).

I've been trying to get a refund for several days now, but I can't get past whatever script everyone in Google support is following by phone/email/chat.

Is there any way I can get someone to actually seriously engage with my issue? At this point I keep getting told that they are "raising an investigation" but won't tell me anything further.

Thanks in advance, and sorry for the spam. I'm at the end of my rope in trying to deal with Google here.

[getwiththeprog]

You could try to contact your bank and put a stop-payment or refund on the transaction?

[tumaru]

Just to add, I have heard horror stories of entire google accounts being nuked in retaliation for disputing the transaction. So I'm hesitant to do that until I can untangle myself from google services.

[tumaru]

To also add, I have tried contacting DPD again today, who tell me that Google haven't raised an investigation yet - despite them assuring me they had done so last week Friday.

[beardyw]

You say you have contacted the courier. I assume that means that you had communication that it has been dispatched?

[tumaru]

Yup, which updated to "sorry there has been an unexpected issue". When I contacted them they told me I had to tell Google to raise an investigation, as it's not normal for the tracking to stop updating. I don't know if the order was stolen, or the driver had an issue but at this point with no useful information I just want to cut my losses.

[Nextgrid]

Dispute the transaction.