Category Archives: Customer Service

Google Drive Space Support

My story begins on March 6th.  I received an email stating that my annual payment for Google drive space was denied.  I look and see what happened and Google was trying to use an old card.  I look in Wallet and all my information is up to date.  Google would like me to use one of their new plans.  I want to keep the plan I had.  Google stated in the past:

How to keep your old plan

Google storage plans have changed, but you can stay on your current plan as
long as you:

   – Keep your account active
   – Keep payment information in Google Wallet accurate and up-to-date
– Don’t cancel or upgrade your current plan

If your account lapses, your credit card is declined, or you choose to
change your storage plan in any way (upgrade or downgrade), you’ll be
switched to the new Google storage plan.

I followed instructions and as a probable glitch in an automated system, my card was denied.

Within minutes I start a chat with support.  They were not able to help, but said a specialist would contact me.  I received an email from a Google employee.  [6-8721000010933].  In that email it states:

If you have any more questions, please reply to this email or call/chat us

I spent time crafting an email in Gmail stating my position.  When sending the email, it is bounced back.

Delivery to the following recipient failed permanently:

google-drive-help@google.com

Technical details of permanent failure:
Google tried to deliver your message, but it was rejected by the server for the recipient domain google.com by aspmx.l.google.com. [2607:f8b0:4003:c05::1a].

The error that the other server returned was:
550-5.1.1 The email account that you tried to reach does not exist. Please try
550-5.1.1 double-checking the recipient’s email address for typos or
550-5.1.1 unnecessary spaces. Learn more at
550 5.1.1  https://support.google.com/mail/answer/6596 e125si12076521oia.6 – gsmtp

Mind you, all I did was to hit ‘Reply’ within Gmail.  So, then I request more communication.  Another email.  I received one quickly. [2-1593000010895]  The Google representative firstly admits:

Let me set your expectation first that email is not my expertise.

Upon checking, Based on the error message that you received, The email address is no long exist.

Wait, what?  I hit reply.  It is a support address they use as part of their support system.

Ok, I need help with storage:

Our scope of support is for Google Drive which handle issue about your Online storage.

Great.  I hit reply.  I craft an email asking how to contact the first representative.  I hit send.  Guess what…….

Delivery to the following recipient failed permanently:

google-drive-help@google.com

Technical details of permanent failure:
Google tried to deliver your message, but it was rejected by the server for the recipient domain google.com by aspmx.l.google.com. [2607:f8b0:4003:c05::1a].

The error that the other server returned was:
550-5.1.1 The email account that you tried to reach does not exist. Please try
550-5.1.1 double-checking the recipient’s email address for typos or
550-5.1.1 unnecessary spaces. Learn more at
550 5.1.1  https://support.google.com/mail/answer/6596 e125si12076521oia.6 – gsmtp

That’s right.  Same address.  I guess I will try again.

Please don’t suggest to use the forums.  I want to communicate with a representative from Google.  I would also like to work with the same person until the issue is resolved.

So, I start another chat.   I explain the situation from the beginning.  Much like the first experience.  I wasn’t expecting much.  He did say  I should expect and email from a representative withing 24 hours.  Ok.  I say “An email I can’t reply to?”  The representative said I can reply to it, then this happens.

GoogleLogin

My session ended?  I don’t know.  All of the sudden, my window is gone, my chat is gone.  I didn’t even get a chance to copy the chat to keep record of it.  I imagine it has to do with a timeout in Wallet and inactivity.  Chatting must not be considered activity to the counter.  Well, I hope to receive an email.

3/8

The first representative emailed me again.  I appreciate that greatly.  Consistency is good.  They said (again) that they are switching people to the new plans.  I understand that.  I wasn’t sure if I could reply as a result of the reply difficulties in the past couple days, so I kept it short.  I mainly asked if Google meant what they said when they stated I could keep my old plan.

Original Problem

So, let’s get back to the original problem.  Google is stating that one of my old cards was a payment method.   It was.  A long time ago.  I updated my credit card information last year.  All of my purchases this year have been using the updated information.  It is in my transaction history.

WalletHistory

To me it sounds like my old credit card information is in a database table that has not been updated.  The automated process tried to charge my old card.  The charge was rightfully denied.

Again the three things Google told me to do to keep the plan:

– Keep your account active
– Keep payment information in Google Wallet accurate and up-to-date
– Don’t cancel or upgrade your current plan

I fulfilled all of these.

All I am asking for is the service that I have been paying for and agreed to continue.

——————–

I got another email from yet another person.  This time they asked me to fill out a feedback form.  I will.  Also, in their email to me was a question to ask if my issue was resolved and I clicked “no” which took me to a survey.  In the text I was limited to 1000 characters.  I was only allowed 983.  It is amazing how fast it goes, but I reached the limit and even though Google’s counter said I had 17 characters left, I could not type anymore.  I also replied (oh, and replying works now) to their email asking that the ticket stay open until the issue is resolved.

I looked at the instructions on how to send feedback.  Part of it is to capture a screen.  There are no screens to capture.  This is a back end billing problem.  I’ll figure something out as I want to follow through.

——————————

I created the feedback.  I would have to say it left me a little empty.  There was a message at the end saying they do not reply to every comment.

——————————

3/9

Got a return email from yet another person.  They noted they will not close the issue until there is resolution.

 

 

Everything is a Fight

“Be your own advocate”  Nobody cares as much as you.  It is evident as we pay for goods and services from companies that are looking out for themselves.  You need to lookout for yourself.  The category of “Customer Service” is stories of things that have happened to me.  I didn’t go back into history, these stories are documented as they happen.  This came to fruition as a result of history.