| Yesterday, Google announced their intention to purchase
Motorola Mobility, but Boycott Watch sees a problem. Have you ever tried to
contact Google for help? The fact is, Google is perhaps one of the absolute
worst companies in the US for customer service. While we all hate help-lines
that put you in touch with someone in India who can't speak English and can't
go past a basic script, Google won't even give you that. If you have a problem
with Google, you are stuck helpless. Sure, they have an online forum, but that
is consumers helping other consumers, not Google.
Some companies offer paid support subscriptions or even
pay-per-call help, but that's not Google. Even if you want to pay them for
help, you can't get it. Period. Google may provide some great services, but
when a problem occurs that goes beyond their online help offerings, you are
Is that the kind of company you want manufacturing your cell
phone? Boycott Watch believes Google should be blocked from acquiring any and
all companies until they can prove they can offer customer service. The
following is our letter to the United States Federal Trade Commission which
must approve the sale:
Office of Policy and Coordination
Bureau of Competition
Federal Trade Commission
600 Pennsylvania Avenue, NW
Washington, DC 20580
Boycott Watch is a highly respected consumer protection
organization which is regularly quoted in the major media, and has been cited
in two cases before the United States Supreme Court. Today we are writing in
response to the news that Google wishes to acquire Motorola Mobility.
Boycott Watch believes the above proposed acquisition is not
in the best interest of consumers. As it stands, Google does not offer any
customer service, not even for their flagship products, being their search
engine and gmail.
Today, we called Google several times attempting to speak to
customer service representatives. Dialing their corporate office number
650-253-0000 puts one into a recorded system in which you can hear "for
customer service or technical help, press 5." However, the several
operators only repeated the same exact line "we do not provide live phone
or technical support." When pressed for how to obtain help, we heard the
same line "all the support options are on our help centers online."
Unfortunately, getting help from Google is nearly impossible when problems
persist despite exceeding the basic information posted on their website.
Considering the abysmal customer service track record of
Google, Boycott Watch believes the U.S. Government should block any and all
attempts by Google to acquire Motorola Mobility or any other company for that
matter, until such time that Google can prove is can operate in the best
interests of the consumer by providing the ability for consumers to seek help
by speaking to actual human beings.
President, Boycott Watch