Friday, August 30, 2013

Return Process

I wanted to follow up to a previous post in which I showed how Google Glass had become loose at the eye piece that projects the images. I still haven't figured out how that happened. I don't handle Glass by that part and when adjusting, I am always very careful to not touch the glass itself. I still believe something just gave way.

I contacted Glass via telephone first. They requested a video to be sent by email if I could provide that and they would take a look at it. I sent the video and received a follow-up call by a Glass staff member later on that day. They decided that I should receive a replacement pair.

I had two options:

1. I could ship Glass back and, upon receiving, they would mail me a replacement. I was told the entire process could take up to 2 weeks. 

2. I could provide my credit card, they would replace a hold for the full price of Glass, and immediately ship me a new pair so there was no lag time in me being between shipping, processing, and receiving a new pair.

I decided to let them place the hold, as I have four things coming up that I didn't want to have to cancel. The best thing about Glass is that I am able to visit places I normally wouldn't be able to visit; radio stations, college football practices, etc. 

I received my replacement pair the next day with return UPS postage and insurance already paid for. Interestingly enough Glass insured for only $100.

The whole process was painless and the hold on my credit card was quickly released.

The Glass team was really understanding. I know I have tried to return other types of electronics only to have the person helping me pretty much implicate me in destroying said product. I didn't get that at all with the Glass team, and I appreciate that as a consumer. Sometimes things just break at no fault of your own and this was one of those cases.